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Default the sales responsible worker from the customer

Sales order processors don't always manage the customer relationships for the orders they enter. In Microsoft Dynamics 365 Supply Chain Management, you can assign an Employee responsible to each customer. When you create a sales order, this assignment supplies the default Sales responsible worker, separately from the Sales taker who takes the order.

Prerequisites

To use the behavior described in this article, your system must meet the following requirements:

  • You must be running Microsoft Dynamics 365 Supply Chain Management version 10.0.50 or later.
  • You must have a customer record and a worker to assign as its Employee responsible. The following procedure explains how to make this assignment.

This defaulting behavior is on by default. You don't need to turn on a feature in feature management.

Sales responsible and sales taker

Use the following assignments to distinguish responsibility for a customer or sale from order entry:

  • Employee responsible – The worker in your organization who manages the customer relationship. Set this assignment on the customer record to provide a default for new sales orders.
  • Sales responsible – The worker who's responsible for the sales order. The default comes from the ordering customer's Employee responsible, if one is assigned. You can change this value for an individual order without changing the customer record.
  • Sales taker – The worker who takes the sales order. The default is the worker associated with the user who creates the order. Defaulting Sales responsible from the customer doesn't change this assignment.

For example, an account manager might manage a customer while an order processor enters its orders. The account manager defaults as Sales responsible, and the order processor defaults as Sales taker.

The Sales taker default can be blank if the user isn't associated with a worker.

Assign an employee responsible to a customer

Assign the worker who manages the customer relationship so that order processors don't have to select that worker on each new order.

  1. Go to Sales and marketing > Customers > All customers.
  2. Open the customer record and, on the Action Pane, select Edit.
  3. Expand the Sales demographics FastTab.
  4. In the Employee responsible field, select the worker in your organization who should be responsible for the customer's sales orders.
  5. On the Action Pane, select Save.

Note

The worker must have an employment record in the current legal entity unless cross-company assignments are allowed. To allow these assignments, set Assign employee responsible from other legal entities to Yes on the Accounts receivable parameters page.

Create a sales order with the customer default

Create an order directly for the customer to verify the default assignments. The ordering customer supplies Sales responsible, even if the order uses a different invoice account.

  1. Go to Sales and marketing > Sales orders > All sales orders.
  2. On the Action Pane, select New.
  3. In the Customer account field, select the customer that you configured.
  4. Complete any other required fields, and select OK.
  5. Switch to the Header view.
  6. Expand the Setup FastTab and review the following fields:
    • Sales responsible – The Employee responsible worker from the customer that you selected in Customer account.
    • Sales taker – The worker associated with the user who created the sales order.
  7. If necessary, change Sales responsible to the worker who should be responsible for this particular order. The worker lookups for both order fields show only active workers.
  8. On the Action Pane, select Save.

If you change Customer account on an order, the application reapplies the newly selected customer's default. A nonblank Employee responsible replaces the order's existing Sales responsible, including a value that you selected manually.

Note

Orders created from sales quotations can copy both Sales responsible and Sales taker from the quotation. Sales agreements can supply Sales responsible from the agreement's header defaults. Review these assignments when you create an order from either document. Learn more in Create and edit sales quotations and Sales agreements overview.

Behavior when employee responsible is blank

If a customer doesn't have an Employee responsible, customer defaulting leaves the order's Sales responsible unchanged. On a new order, this normally preserves the current-worker default. On an existing order, it preserves the worker who was already assigned.

This behavior also applies when you change Customer account to a customer without an Employee responsible. For example, the responsible worker from the previous customer can remain on the order. Review the retained assignment to make sure it's appropriate for the new customer.

Changes to existing sales orders

The customer assignment is copied when you initialize or reinitialize the order from the customer. It isn't a continuously synchronized link. Changing Employee responsible on the customer doesn't automatically update existing sales orders.

For a one-off reassignment, open the existing order, switch to the Header view, and expand the Setup FastTab. Update Sales responsible and save the order. If you're assigning a new account manager for future orders, also update Employee responsible on the customer.

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