Account Routing

Account routing policies are used to track incoming accounts and automate the assignment of those new accounts to the appropriate people and roles.

Setting up in Salesforce

Before configuring the Account Routing policy in fullcast.io, it's imperative to set up Salesforce appropriately in order for the Fullcast to be synced correctly. To do so, follow the steps below:

Enabling Triggers on Accounts

  1. Go to Setup, and search for Custom Metadata Types in the search bar.
  2. Look for the Fullcast Policy Setting in the list.
  3. Click Manage Records for Fullcast Setting.
  1. Click Edit on the Fullcast Setting record.
  1. Enable the checkbox on Account Trigger Flag. This enables the Trigger, Best Match Account Check, and Domain Related functionality on the Account Object.

Enabling Territory-based Routing for Accounts

Tenant ID Configuration

  1. Log into your Salesforce instance.
  2. Go to Setup, and search for Custom Metadata Types in the search bar.
  3. Look for the Fullcast Policy Setting in the list.
  4. Click Manage Records for Fullcast Policy Setting.
  1. Click Edit next to the Tenant Id record.
  1. Enter the tenant ID for your Fullcast instance where it says Field Value.

You can find your Fullcast tenant ID by clicking on your user icon in the top right corner of your screen:

  1. Click Save to complete the tenant ID configuration.

Setting Field Mapping for Accounts

  1. Go to Setup, and search for Custom Metadata Types in the search bar.
  2. Look for the Fullcast Policy Setting in the list.
  3. Click Manage Records for Fullcast Policy Setting.
  4. Click New.
  5. Create a record with the following attributes:
  • Label: fio_id
  • Fullcast Policy Setting Name: fio_id_Account
  • Field Value: id
  • Module Name: RouteAccount
Creating this field is **mandatory**.Creating this field is **mandatory**.

Creating this field is mandatory.

  1. Based on the rules set up in each hierarchy level in the Fullcast Design Module, we need to create Custom Metadata records for each of the unique fields used in identifying location, as we did above with the 'fio_id', in Salesforce Custom Metadata Type settings.

The fields on Fullcast Application can be found from Field Settings → Entity → Account.

Create additional records to map geo-based fields from the Fullcast application to the appropriate fields on the Lead object in Salesforce.

  • Label: This is the field name on the Fullcast Application based on which the geo-based hierarchy is being created. It should start with 'fio_...'
  • Fullcast Policy Setting Name: This should autopopulate. Add "_Account" after the autopopulated text to distinguish these records from the rest.
  • Field Value: *This refers to the field on the Lead Object in Salesforce which is the equivalent of the field being used in Fullcast (what you entered in the Label section).
  • Module Name: RouteAccount

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The Label Section in Custom Metadata is case sensitive and FieldValue are case insensitive.

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Module Name

The module name should be ‘RouteAccount’ for all the field mappings between Salesforce and Fullcast Application for all the field mappings to execute Territory Based Routing for Accounts.

Here is an example of a couple field mappings made in the Custom Metadata for Territory routing of Accounts.Here is an example of a couple field mappings made in the Custom Metadata for Territory routing of Accounts.

Here is an example of a couple field mappings made in the Custom Metadata for Territory routing of Accounts.

Enabling Territory-based Routing for Accounts

  1. Log into your Salesforce instance.
  2. Go to Setup, and search for Custom Metadata Types in the search bar.
  3. Look for the Fullcast Policy Setting in the list.
  4. Click Manage Records for Fullcast Policy Setting.
  1. Click Edit next to the Enable Account Territory Routing record.
  2. Set Field Value to True to enable territory-based routing. Set value to False if you want to disable Territory Based Routing for Accounts.
  1. Click Save.

Configuring the Account Routing Policy

To add an Account Routing Policy:

  1. Click on the Motion tab in fullcast.io.
  2. Select the designer you'd like to work in - Territories, Teams, or Products.
  3. Click the blue Add New Policy button in the top-right corner.
  4. From the Policy Catalog, select Account Routing.

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Stages

When you configure stages for a policy, they get implemented sequentially. For example, if you define a policy at stages 1 and 2, stage 1 will be implemented first. If no actions were taken by the system at stage 1, then the policy will implement the steps set in stage 2.

Stage 1 - Territory-based Routing

  1. Before filling out Stage 1, acknowledge the statement presented at the top of your screen and fill out the specific tags by which you want to route accounts.
  2. Next, choose whether you'd like to route using the Territory information on the account. Check the box in Stage 1 labeled Enable Territory based Routing.
  3. If you'd like to update Account Teams as well, check the second checkbox in Stage 1.

Stage 2 - Dealing with Duplicates

If the system finds duplicate leads, you can decide what to do with them in this stage.

  1. Select the checkbox labeled Detect and Handle Duplicates to manage duplicate accounts.
  2. Set the criteria for finding duplicates - type in how many days between each check is made for duplicates and by what percent they should be matched.
  3. Now, decide whether to Route or Merge the duplicates in the conditions displayed:
  • If a duplicate is found, then Route/Merge to the same owner.
  • If a duplicate from the same clean domain field is found, then Route to the same owner of the original.

Stage 3 - Role Based Routing

  1. Check the box here to enable Role based Routing.
  2. Select the role to route to from the drop-down menu in the second statement.

Stage 4 - Round-Robin

If you'd like to assign incoming leads 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 accounts to. Select a person from the drop-down menu.
  2. Add a Skill to filter against if you'd like to assign a specific person to an account. (E.g., French-speaking SDRs can be assigned to leads based in French-speaking countries by adding "French" as a skill)
  3. Under Action, you can set limits and work constraints on each participant by clicking the downward arrow button.
  4. If you'd like to set a limit on the number of accounts routed to ANY participant, check the box for "Limit total number..." under Additional Configuration and fill in a maximum value.

Stage 5 - Defaults

If you'd like to set a default user or queue to send incoming accounts to, you can do so in this stage.

  1. From the drop-down menu, select a default user to route accounts to. This step is mandatory.
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Set Queue Operational Times

  1. Fill in the Day(s) of the Week, Start, and End times for when you'd like the policy to be active.
  2. To add more days, click the gray [+] button in the top right corner.

Notifications

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

  1. Check the box titled Send notification of routed accounts to the new owner via Salesforce Chatter.
  2. Customize the text in sent with the notification 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. When finished with all sections of the policy, don't forget to click Save Changes when finished.