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Round Robin
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How to Manage Round Robin

Last Modify: 

25 Nov 2024

Round Robin Management:

  • Round Robin records can have more than one Round Robin Assignment. Whenever a Round Robin is used in Routing Assignments each assignment under Round Robin will be assigned to record in rotation based on the last assigned time.


Example Scenario:

Routing Rule 1 has selected RR1 for assignment and RR1 has RRA1, RRA2, and RRA3 assignments. When a lead matches Rule 1, it will be indirectly assigned to the RRA1 user, and the last assigned time on that assignment will be updated with the time of assignment. So, when the lead matches Rule 1 a second time, the RRA2 user should be assigned to the lead, and the same process follows for the next assignment, where the RRA3 user will be up for assignment in rotation.

Creating a Round Robin Rule:

Step-by-step instructions for creating a new Round Robin Rule.

Create New: Clicking on Create New opens the Create Round Robin Modal.

Round Robin Rule Name: Name of Round Robin Rule.

Is Active: Toggle to set the round robin as active/inactive.

Select Object: Choosing an object from the select object is mandatory to ensure the Round Robin is applied to the correct entity.

This required field allows users to select the object they want to create a rule for. The "Select Object" lookup field enables users to easily search and assign any object needed, streamlining the rule creation process.

Custom Object Field Requirements For custom objects, users must ensure that three specific reference fields are present:

  • Routing

  • Round Robin

  • Round Robin Assignment

These fields are mandatory for the custom object to be accessible on both the Routing and round-robin screens.

Add User: Select users for assignment.

The 'Select User' drop-down field displays a filtered list of users who have an active license.

Salesforce licenses play a crucial role in defining user access, managing costs, and ensuring security within the platform. Here are the key points of their importance:

  1. Access to Features: Licenses determine the features and functionalities available to users, such as Sales, Service, or Marketing Cloud, each with its own set of tools and modules.

  2. Role and Permission Management: Licenses define the user’s level of access to records and functionalities, enabling control over what users can read, create, or modify.

  3. Cost Optimization: The type and number of licenses directly affect costs, helping businesses manage expenses by selecting the appropriate license type for each user.

  4. Security and Compliance: Licenses ensure only authorized users access sensitive data, with options for enhanced security and compliance through features like Salesforce Shield.

  5. Customization and Automation: Higher-tier licenses offer access to advanced customization tools, such as Salesforce Flow or Apex, enabling tailored solutions.

  6. AppExchange Access: Some licenses grant access to AppExchange, allowing users to integrate third-party apps and expand functionality.

  7. Scalability: Licenses can be adjusted as business needs grow, supporting new users and additional features.

  8. Data Access Control: Certain licenses limit data interaction, controlling which records users can access or modify.


Add User Row Enable Toggle: Enables/Disables User for Round Robin assignment.

Managing Round Robin Rule

Edit: Allows users to change the round robin title, IsActive (True/False), Selected Object, and assignment user, etc.

Delete: Deletes the round robin.

(Round Robin UI Data will be Saved in Round_Robin__c Object)

Round Robin Functionality:

  • Users create Round robin records for objects (e.g., Lead).

  • All Round Robins are listed on the Routing Assignment tab object-wise. For example, if we want to add an assignment of type round robin for a lead, the round robin list related to lead will be shown.


Example Scenario Continued: Routing Rule 2 has selected RR1 for assignment, and RR1 has RRA1, RRA2, and RRA3 assignments. When a lead matches Rule 2, it will be indirectly assigned to the RRA1 user, and the last assigned time on that assignment will be updated with the time of assignment. So, when the lead matches Rule 2 a second time, the RRA2 user should be assigned to the lead, and the same process follows for the next assignment, where the RRA3 user will be up for assignment in rotation.




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