How to Manage Routing Rules

Routing Rules Management:

Zenroute's Routing Rules Management feature empowers users to efficiently manage the routing process for standard and custom objects. By defining criteria and rules, you can ensure that records are assigned to the appropriate users or queues, streamlining your Salesforce operations and enhancing productivity.

Enable/Disable Routing

You have the flexibility to enable or disable routing for standard and custom objects individually. Here's how:

• Enable Routing for Standard Objects: Navigate to the specific object routing settings (e.g., Account, Opportunity) and toggle the enable option.

• Enable Routing for Custom Objects: Navigate to the custom object routing settings and toggle the enable option.

  
  

Routing Entry Criteria

Before creating routing rules, define entry criteria to determine the eligibility of records for the routing process.

• Adding Entry Criteria: Click on "Add Entry Criteria" to specify conditions using object fields, operators, and values.

• Choose from logical conditions: All (AND), Any (OR), or Custom Logic.

• Editing and Removing Criteria: Edit and remove routing entry criteria as needed for fine-tuning the routing process.

  
  

Routing Rules

Create routing rules to assign specific standard or custom object records based on predefined criteria.

• Adding Routing Rule: Click on "Add Routing Rule" to define the rule name, activate/deactivate the rule, and set criteria for routing.

• Choose from various assignment types including User, Round Robin, and Queue.

  
  

Assignment Types:

• User: Assign records to specific users.

• Round Robin: Distribute records among active round robins.

• Queue: Direct records to designated queues.

• Standard/Custom Object: Utilize object fields for assignment.

  
  

Routing Listing

Efficiently manage routing rules through the listing interface.

• Edit: Modify rule details, conditions, and assignments.

• Set as Default: Designate or remove default routing rules.

• Delete: Remove specific routing rules.

• Change Rank: Adjust rule priority via drag-and-drop functionality.

  
  

Routing Backend Functionality

Understand the backend functionality of routing for standard and custom objects.

• Trigger On after Insert/Update: Enable routing based on insertion or update events.

• Record Assignment: Assign records based on rule criteria and priority.

• Routing Field Population: Populate routing information in designated fields.

• Required Reference Fields

  • For custom objects, three reference fields must be present:

    • Routing

    • Round Robin

    • Round Robin Assignment

  • These fields ensure that the custom object is available on the Routing and Round Robin screens for rule creation.

• Process for Routing Custom Objects

  • We provide a dedicated process for triggering routing on custom objects:

    • Invocable Method:

      • The invocable method is called “Custom Object Routing”.

      • It can be triggered from a specific flow or process builder.

      • This method enables routing for the custom object record.

• Invocable Method Parameters

  • The invocable method takes a single parameter:

    • recordIdList: This parameter contains the record ID of the custom object for which routing needs to be triggered.

• Routing Execution

  • When the record ID is passed to the invocable method, routing will be triggered for that specific record.

  • This method ensures smooth routing functionality for custom objects within the system.