Assignment Policies - Lead Routing - Configuration

Lead Routing Configuration in Salesforce

Before configuring the Lead Routing policy in fullcast.io, it's important to set up Salesforce correctly to ensure your Fullcast account is synced properly. To do so, follow the steps below:

Please click here to learn more about the configuration of Best Matched Accounts in Salesforce.
Please click here to learn more about the configuration of your Lead Routing Policy in Salesforce.
Please click here to learn more about the configuration of your Tenant Id.

Process Builder Configuration in Salesforce

Please click here to learn more about the configuration of the process builder.

Lead Routing Configuration in your Fullcast Environment

Navigating to Lead Routing

  1. Select the Motion tab in fullcast.io.
  2. In the Policies by territory section, select Review Policies.
  3. Select Add New Policy.
  4. Find the Lead Routing Policy from the Policy Catalog and select Add Policy.

Selecting Tags

Please click here to learn more about configuring Tags.

Set Queue Operational Times

Please click here to learn more about configuring Queue Operational Times.

Stages in Lead Routing:

There are a number of stages that a Lead Routing process goes through. Each stage can be switched on or off based on the requirements. Each of these stages is described below accordingly:

Stage 1: Route using Best Matched Account (BMA) or Territory

This is the first stage in the Lead Routing process. The BMA consists of a set of rules that help to identify an account as the best account match for a particular account or for a particular data point. To enable BMA, the following steps need to be taken:

  1. Switch on the Route using BMA or territory section. By default, the first option comes being enabled; If an account cannot be matched, then match to the territory. If an account is not found for that lead, it will route leads using Territory-Based routing.
  2. If you do not wish to route through the best-matched account even if it is available, then click on the check box: Ignore Best Matched Account even when possible. If this is checked, only Territory-Based routing will occur. 

Stage 2: Dealing with Duplicates

There are multiple stages of Dealing with Duplicates:

  1. If you would like to find the duplicates, switch the Dealing with Duplicates section to ON mode.
  2. Set the criteria for finding the duplicates:
    - set how many days a duplicate check should be made for.
    - set the percentage of duplicate similarity that would qualify a match (% match.)
  3. If a duplicate is found, then you can choose to:
    - Do nothing with the duplicates.
    - Route the lead to the same owner who holds the ownership of the original lead.
    - Merge the duplicate account with the original account.
  4. If contact is found matching this lead, then you can choose to:
    - Do nothing with the lead.
    - Route the lead to the contact owner.
    - Convert the lead and Merge it with the original contact.
  5. If a duplicate from the same clean domain field is found, then you can choose to:
    - Do nothing with the lead.
    - Route it to the same owner of the original account.
Stage 3: Auto Convert

In the Auto Convert stage, you define criteria to convert leads to contacts or accounts automatically. The criteria should match with either the Lead or the Account. 

  1. Auto Convert leads to contact matching the following criteria on  - if you pick Lead from the dropdown, the criteria described below this should match with the lead. If the criteria are satisfied by the lead, it is going to convert to a contact.

    How many criteria are allowed?

    Only one criterion is allowed at one time.

    If the criteria are not matched, then you can choose to Do Nothing. Or you can choose to create a contact from the lead by selecting Create from the dropdown.

  2. Auto convert leads to contact matching the following criteria on  - if you pick Account from the dropdown, the criteria described below this should match with the Account. If the criteria is satisfied by the Account, it is going to convert to a contact.
    Note: When an account is selected for matching, it goes through the process of Best Matched Account to find the best-suited account for matching.
    If the criteria are not matched, then you can choose to Do Nothing. Or you can choose to create a contact from the account by selecting Create from the dropdown.

Stage 4 - Role-based Routing

If you'd like to route incoming leads to people in different roles on an existing account team, you can do so at this stage. For example, you can send leads to an SDR team if the company is a prospect but send them to an account manager if the account is already a customer.

  1. Switch the Role-based Routing section to ON mode
  2. If the lead is matched to an account, then you can 
    1. route the lead to the account owner of the matched account.
    2. Otherwise, you can route it to some other person who fulfills the criteria set by you. To select a person based on the criteria, pick the option based on the criteria from a dropdown menu.
      1. A new criteria selection option shows up. There, pick a field that needs to be matched on the account to be matched. Such as selecting field city that needs to be matched with the account.
      2. Now you need to provide the value of the field you selected. In the example above, for a field city, the value could be Newyork or Paris, etc. To provide the value, select the grey [+] button on the right-hand side of the Identified values in the field section.
        1. Type in your inputs in the Value input box.
        2. Pick a role from the Role dropdown menu to assign that lead to that person holding the role.
        3. You can add more values and roles by selecting the grey [+] button.

Stage 5 - Round-Robin

If you'd like to assign incoming cases to a team of Sales Development Reps, for example, you can enable round-robin distribution to make sure that your salespeople are getting equal workloads. This can be combined with any of the stages above to optimize the allocation of work to the various teams and roles.

  1. Add Participants to assign incoming leads in a round-robin fashion. Select the + icon from the top right corner of the Round-robin section. Select the participants from the drop-down available.
  2. After selecting the participants we can manage and specify certain fields which would help in routing it to the specific person. If a person is given more value in the weightage column, then the person gets routed with a higher number of leads. The number of leads routed to the person depends on the weightage given to the person in the weightage field. If everyone gets the same value then every person gets an equal share of the leads.
  3. Add a Skill to filter against if you'd like to assign a specific person to a lead. (E.g., French-speaking SDRs can be assigned to leads based in French-speaking countries by adding "French" as a skill)
  4. The vacation details of the person can be managed by selecting the vacation start date and vacation end date from the corresponding columns.
  5. The status column helps us identify whether the particular person is active or inactive to handle the particular lead.
  6. If you'd like to set a limit on the number of leads routed to ANY participant, you can use the Limit column to do that. The limit can be set on an hourly, daily, and personal limit basis. Once the set limit is reached for the particular person the lead gets routed to the next eligible person.

Additional configuration in the Round-Robin stage

Additional configuration in the Round-Robin stage enables more filter criteria and easy execution of the routing.

  1. Check the box if you want to skip the round-robin stage when there are no matching skills found. This will help to go directly to stage 4- Defaults and record tagging.
  2. If you wish to have support from the agent for round-robin routing, you can have it by checking the box which says *Support Agent login for Round-robin routing
  3. When there is a higher number of leads created, we can set a maximum limit of leads that needs to be distributed to the representatives by checking the box Limit the total number of leads routed to anyone to a maximum of.


Stage 6 - Defaults

If you would like to set a default user or queue to send incoming leads to, you can do so at this stage.

  1. From the drop-down menu, select whether you would like to send the incoming lead to a default user or queue.
  2. In the next line, select a user from the drop-down menu or type in the queue name to route the case.
  3. Select the fields that need to be updated on the Lead.
  4. If you do not want the user to update the owner field, select the check box "Don't update the Owner field".

Notifications

To send notifications to users when incoming leads are routed, fill out this section.

  1. Check the box titled Send notification of routed leads to the new owner via Salesforce Chatter.
  2. Type in a customized text in the Additional Text section.
  3. If you'd like to send notifications to another person besides the new owner of the lead, choose a person from the drop-down menu.
  4. Select Save Changes.

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