Assignment Policies- Contact 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 Contact Routing in Salesforce

Contact routing policies are used to track additional contacts and automate the routing of those new contacts to the appropriate people and roles.

Please click here to configure duplicates for Contact Routing in Salesforce.

Configuring Process Builder for Contact Routing

Please click here for the configuration of the process builder.

Configuring Contact Routing in Fullcast Environment

Navigating to the Routing Policy

  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 configure Tags.

Set Queue Operational Times

Please click here to configure queue operational times.

Once a new opportunity is created, the first step before routing is to check whether any duplicate account is available for the new opportunity. Follow the below steps to find the duplicate account, if any.  

Stage 1 - Dealing with Duplicates

  1. 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 2 - 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 select 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 3 - Round-Robin

If you would like to assign incoming opportunities to a team of Sales Development Reps, 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 opportunities 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 opportunities. The number of opportunities 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 an opportunity. (E.g., French-speaking SDRs can be assigned to opportunities based in French-speaking countries by adding "French" as a skill)
  4. The vacation details of the person can be managed by selecting the manage icon after saving the participant by selecting the save icon against the name of the participant. 
  5. The status column helps us identify whether the particular person is active or inactive to handle the particular opportunity. 
  6. If you'd like to set a limit on the number of opportunities 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 opportunity gets routed to the next eligible person.

Additional Configuration in Round-robin stage

The below 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 is no matching skills found. This will help to go directly to the stage 4- Defaults and record tagging.
  2. If you wish to have the support from 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 4 - Defaults

If you would like to set a default user or queue to send incoming cases to, you can do so in this stage. 
  1. From the drop-down menu, select whether you would like to send incoming opportunity 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 opportunity. 
  3. Select the fields that need to be updated on the opportunity. 
  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 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. You can customize the text that you wish to send along with the notification. This can be done 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. When finished with all sections of the policy, make sure to select Save Changes when finished.

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