Category
Routing Rules
Routing Rules UI For Lead, Account, and Contact
Routing UI For Lead
Routing UI For Account
Routing UI For Contact
Enable/Disable Routing
Enable Lead Routing/Enable Account Routing/Enable Contact Routing to enable the routing process for lead/account/contact respectively.
Routing Entry Criteria
If there is no entry criteria, then all the records inserted/updated will be eligible for the routing process.
Routing entry criteria are defined to check the eligibility of records for the routing process.
Add Entry Criteria Modal
To add entry criteria, click on Add Entry Criteria. A modal will open where you can add multiple conditions for entry criteria.
Each row in the modal has three sections:
Object Fields: All read/write object fields for the selected object will be shown. For example, if you are creating a routing entry criteria for Lead, Lead Object Fields will be displayed.
Operator: This list contains all logical operators based on the selected object field. For example, for the "email" field, operators like 'Equals', 'Not Equals', 'Contains', 'Starts With', 'Ends With' will be available.
Value: The input box here shows values according to the Lead Field DataType. For example, if you select the "Deleted" field (Boolean data type), a True/False list will be shown.
Condition Options
In the condition list, you have three options:
All of the conditions are met (AND): Multiple row criteria are applied with an AND logical condition. For example, lastname != null AND title = 'Head'.
All of the conditions are met (OR): Multiple row criteria are applied with an OR logical condition. For example, lastname != null OR title = 'Head'.
Custom Logic: This option allows you to define custom logic using an input box.
Editing and Removing Entry Criteria
You can edit or remove routing entry criteria as needed.
Routing Rule
Routing Rules are defined to assign lead/contact/account records based on certain criteria.
Add Routing Rule Modal
When you click on Add Routing Rule, a modal will open to create the routing rule.
The modal includes:
Rule Name: Name of the routing rule.
Is Active: Toggle to make the rule active or inactive.
Rule Criteria: Here you can add criteria for routing rules and delete criteria.
Assignment Section
If a record matches the rule criteria condition, then the record assignment field is assigned with the selected assignee in the rule.
The assignment section includes:
Assignment Field: User lookup fields for assignment criteria.
Assignment Type: Options include User, Round Robin, Queue, Lead/Contact/Account Assignment Type.
Value: Value will change according to the Assignment Type selection.
Routing Listing
In the routing listing, you can:
Edit: Change rule name, conditions, assignment.
Set as Default: Set or remove a rule as default.
Delete: Delete the particular routing rule.
Drag and Drop Routing Rule
Users can change the routing rule rank by using drag and drop.
