Assignment Policies - Account Routing - Configuration

Policy Execution

For any policy to be executed, the following two steps are necessary. 

  1. Configuring the policy in Salesforce
  2. Configuring Process Builder in Salesforce Environment Process Builder in Salesforce Environment
  3. Configuring the policy in Fullcast Environment.

Configuring Account Routing in Salesforce

It's imperative to set up Salesforce appropriately order Before configuring the Account Routing policy in so that they can sync correctly. Below are the steps in order:

Please click here for the Salesforce Configurations.

Configuring Process Builder for Contact Routing

Please click here for the configuration of the process builder.

Configuring Account Routing Policy in Fullcast Environment

To add an Account Routing Policy:

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

Selecting Tags

Please click here to configure Tags.

Set Queue Operational Times

Please click here to configure queue operational times.

Stages in Account Routing:

There are a number of stages that an Account Routing process goes through. Each stage can be switched on or switched 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 Account Routing process. The BMA consists of a set of rules that help to identify an account as the best match account for a particular account or for a particular data. 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. It means that if an account is not found for that account, it will route accounts 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 available.

Stage 2: Dealing with duplicates

There are a few stages of dealing with duplicates that are described below in order:

  1. When you decide to find the duplicates, switch the Dealing with Duplicates section to ON mode.
  2. Set the criteria for finding the duplicates:
    - set within how many days a duplicate check should be made
    - what should be the percentage of duplicate similarity (duplicate match)
  3. If a duplicate is found, then you can choose to
    - Do nothing with the duplicates
    - Route to the same owner who holds the ownership of the original account
    - Merge it with the original
  4. If a duplicate from the same clean domain field is found, then
    • Do Nothing 
    • Route it to the same owner of the original account.

Stage 3 - 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.


In the Account Routing Policy, role-based routing can only be enabled only if the Routing WIth BMA or Territory is enabled.

  1. Steps to enable Role-Based Routing:
  2. Enable Route Using BMA or territory
  3. Enable Role-Based Routing
  4. From the drop-down menu, select the role to whom you want to route your account.
  5. Select Save.

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 cases 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 more number of cases. The number of cases 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 case. (E.g., French-speaking SDRs can be assigned to cases 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 case.
  6. If you'd like to set a limit on the number of cases 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 case 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 routing execution.

  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 more number of cases created, we can set a maximum limit of cases that needs to be distributed to the representatives by checking the box Limit the total number of cases routed to anyone to a maximum of.

Stage 5 - Defaults

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

  1. From the drop-down menu, select whether you would like to send the incoming case 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".


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

  1. Check the box titled Send notification of routed cases 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 case, choose a person from the drop-down menu.
  4. Select Save Changes.

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