Lead Routing

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

Setting up in Salesforce

Before configuring the Lead 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 Leads

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

📘

Best Match Account Functionality

To know how to configure the Best Match Account please click BMA

Enabling Territory-based Routing for Leads

Entering Tenant ID Details

  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 Mappings for Leads

  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
  • Field Value: id
  • Module Name: RouteLead
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
  • 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: RouteLead

🚧

Module Name

The module name should be ‘RouteLead’ for all the field mapping records in Custom Metadata (between Salesforce and Fullcast Application) to execute Territory Based Routing.

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

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

  1. Repeat step 13 for each of the relevant field mappings needed as per the hierarchy created in the Fullcast Design Module.

❗️

Note: The Label Section in Custom Metadata is case sensitive and Field Value are case insensitive.

Enabling Territory-based Routing for Leads

  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 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 Leads.
  1. Click Save.

Configuring the Lead Routing Policy in Fullcast

To add a Lead Routing Policy in Fullcast.io:

  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 Lead Routing.

📘

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.

🚧

Operating on an older managed package version?

Certain routing features may not be available on any existing routing queue policies created with managed package versions earlier than 2.130. These policies need to be migrated to the latest version as soon as the package is upgraded. To start this process, contact your business partner.

Stage 1 - Best Matched Account or Territory


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 leads.

Next, choose whether you'd like to route using the "Best Matched Account" default settings, or based on the Territory information on the account. Check the box in Stage 1 to route leads using Territory-based routing.

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 objects.
  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, Merge, or Convert the duplicates in the conditions displayed:
  • If a duplicate is found, then Route/Merge to the same owner.
  • If a contact is found matching this lead, then Route/Convert to the contact owner.
  • If a duplicate from the same clean domain field is found, then Route to the same owner of the original.

Stage 3 - Auto-Convert

If there is no matching lead or contact identified in stage 1, stage 2 will implement. If you want the system to auto-convert leads to a contact, account, or opportunity by defining specific criteria, you can do so here.

  1. Select the checkbox labeled Enable Lead Auto Convert to edit the policy.
  2. Choose an object to match incoming leads to. (E.g., Accounts, Leads)
  3. Type in a field to filter by. (E.g., Type, Skills)
  4. Choose an operator from the drop-down menu. (E.g., equals to, not equals to)
  5. Define a value for the field you chose in step 3 by which to match incoming leads.
  6. Select the checkbox for "Create an account if no match exists" if you'd like to create a new account for leads that don't match the criteria set in steps 2-5.

For example, I could want to auto-convert all leads coming in from Company X that satisfy the following criteria - all matching Account(object) types(field) that are equal to(operator) "Prospects" (value).

Stage 4 - Role-based Routing

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

  1. Select the checkbox labeled Enable Role-based Routing to edit the policy.
  2. Type in the field you'd to filter the account by. (E.g., "Type", "Country")
  3. From the drop-down menu, select the type of role to which you'd like to assign the lead. (E.g., Account Team Role, Parent Account Role, Ultimate Parent Role, or Account Owner)
  4. Under Value, type in the values for the field you chose in step 2 (E.g., if I chose Country, I could type in US and Canada in the value section).
  5. For each value specified, select a Role from the drop-down menu to assign that account to. (E.g., Sales Rep, Account Territory Executive)
  6. Add more Values/Roles by clicking the grey [+] button in the top right corner of stage 4.
  7. If applicable, provide a Role that is used to identify the assignments with a specific role and route to that user. Note: This should be done only for Territory-Based Routing Policies for which the ‘Stage 4:- Role Based Routing’ is enabled, else this action is not required.

Stage 5 - 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 leads 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 incoming lead. (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 leads routed to ANY participant, check the box for "Limit total number..." under Additional Configuration and fill in a maximum value.

❗️

If a lead cannot be round-robin routed, it will be assigned to a default user defined in stage 6.

Stage 6 - Defaults

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

  1. From the drop-down menu, select whether you'd like to send incoming leads to a default user or queue.
  1. In the next line, select a default user from the drop-down menu or type in the queue name to direct incoming leads.

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 leads 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. There is also an option to tag a field on the object being routed with a certain value.

Fullcast currently supports the following options for the tag field values -

User.Id
User.Name
Territory.Id
Territory.Name
String (any string value)

As an example, if a user would like to tag a custom lead owner field with user.id, they can do so by selecting the appropriate field on the lead object (i.e. SDR) from the drop-down menu, and add the User.Id as the value with which the leads will be tagged.

📘

Using fields to manage roles and owners isn't a best practice, but for companies not using Account or Opportunity Teams in Salesforce, fullcast provides the ability to tag fields to manage owners and roles while using routing queues.

  1. Check the "Don't update the Owner field" if you'd like to skip this action.
  2. When finished with all sections of the policy, don't forget to click Save Changes when finished.