Review and apply an opportunity capacity assignment

Before you start

Use your own authorised staff account in the intended Pixie CRM workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

1. Open an active open opportunity and choose Review capacity assignment beside its territory assessment.
2. Choose a currently matching territory with capacity routing enabled.
3. Choose Calculate assignment. This checks current workload, access, availability and skills without changing the opportunity.
4. Read Recommended owner, the selection strategy, projected load and whether the current owner will be retained.
5. Expand Member evaluations to inspect each person’s qualification or exclusion reasons.
6. Enter an Assignment reason and select I reviewed the recommended owner and eligibility assessment.
7. Choose Apply reviewed assignment and check the success message, current owner, territory and Deal history.

Behavior and limits

• The opportunity must be open and not archived. Won, Lost and archived opportunities are excluded from this routing action.
• Only active territories whose current matching conditions accept the opportunity can be used. Required skill and member-capacity configuration must also be enabled.
• Both View all deals and Edit are required. Opportunity ownership alone, read-only access or territory membership does not authorise routing.
• Each candidate must remain an active staff member with existing Sales CRM viewing access and access to the opportunity’s linked native customer, lead and contact context. No roles or native record access are granted.
• The preview lists a recommendation; it does not save an owner, territory, activity or configuration.
• Applying repeats the assessment. A changed opportunity revision, workload, profile, membership, required access or relevant routing cursor invalidates the preview. Calculate and review again before applying.
• A successful application classifies the opportunity in the chosen territory, assigns or retains the recommended owner, updates the opportunity revision and cancels pending stage approval. Open activities follow an owner change. Completed activities are preserved.
• A current owner who already qualifies can remain the recommended owner. Their opportunity is counted once in projected load. This still records the reviewed territory action.
• Repeated delivery of the same completed apply request returns its receipt without applying the assignment again. Changing the action while reusing that request reference is rejected.
• No fallback person is selected when nobody qualifies. No customer messages, calls or emails are sent by this action. Native lead ownership remains separate.

Check it worked

• Check the recommended staff ID as well as the name, especially when two people have the same name.
• After applying, confirm the opportunity’s current owner and territory.
• Check the recorded capacity-routing entry and any open activity ownership.
• If stage approval was pending, request a fresh approval when the opportunity is ready.

Troubleshooting

• If there are no matching territories, review the opportunity values and the administrator’s territory conditions.
• If capacity routing is disabled or unconfigured, ask an administrator to enable and configure this territory.
• If the recommendation becomes stale, calculate again; no assignment is made by the rejected request.
• If a network interruption occurs during application, retry the same reviewed request or reopen the opportunity to inspect current ownership and history before making another assignment.
• If you cannot access the reassigned opportunity, check current staff permissions through the normal access process.

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