Opportunity Routing

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

Setting up in Salesforce

Appointing a Primary Person for Role-based Routing

The AccountTeam SortOrder is used to enable an Account Team Member as a Primary Person to avoid randomized picking for Role Based Routing, in cases where there is more than one Account Team Member with the same Role. To set this up:

  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 AccountTeam SortOrder record.
  1. Here, the field value is what you'd use to differentiate people on the account team object. Note: the default value is NULL.

As an example, let's say Primary_Personc is a custom checkbox field on the AccountTeam object used to identify the primary person for a particular role. To ensure the correct sortorder for role-based routing in fullcast, you'd edit the *Field Value in the above screen and enter the Field API being used as the differentiator (in this case that is *Primary_Personc*). This way the query picks up records on the AccountTeam object that have the Primary_Person__c checkbox checked first for role-based routing.

  1. Enter the field API name in the space provided for Field Value.
  2. Click Save.

Configuring the Opportunity Routing Policy

To add an Opportunity 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 Opportunity Routing.

Stage 1 - Dealing with Duplicates

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 opportunities.

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

  1. Select the checkbox labeled Detect and Handle Duplicates to manage duplicate opportunities.
  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 2 - Role-based Routing

If you'd like to route incoming opportunities to people in roles on an existing account team, you can do so in this stage.

  1. Select the checkbox labeled Enable Role-based Routing to edit the policy.
  2. If a company is not using Opportunity Teams and has people identified in roles based on a particular field, select that field name in the drop-down menu following this statement:
  1. Next, click the + icon to add criteria for role-based routing using the table below.
  1. 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).
  2. For each value specified, select a Role from the drop-down menu to assign that opportunity to. (E.g., Sales Rep, Account Territory Executive)
  3. Add more Values/Roles by clicking the grey [+] button in the top right corner of stage 3.

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Appointing a Primary Person in Role-based Routing

Refer to the section prior to configure this in SFDC.

Stage 3 - Round-Robin

If you'd like to assign incoming opportunities 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 opportunities 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 opportunity. (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.
  1. If you'd like to set a limit on the number of opportunities routed to ANY participant, check the box for "Limit total number..." under Additional Configuration and fill in a maximum value.

Stage 4 - Defaults

If the opportunity cannot be routed via Round Robin or any of the stages configured above, then it will be routed to a default user. To set a default user to send incoming opportunities to:

  1. From the drop-down menu, select that you'd like to send incoming opportunities to a default user.
  2. Select a default user from the drop-down menu.

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 opportunities are routed, fill out this section.

  1. Check the box titled Send notification of routed opportunities 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 opportunity, 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.