This article provides a deeper dive into how routers assign records. We’ll step through the process of how a Lead record is assigned–although the process would be similar for other records as well. It’s important to remember that this process starts when a record is assigned to a Queue that’s connected to a router.
Step 1: Kubaru compares the Lead against routers in order of router priority (with 1 being the highest priority) until it finds a router that meets the following conditions:
- The Object field on the router must match the record being assigned. In this case, only Lead routers would be considered.
- The router must be connected to the Queue that the Lead belongs to. When we say “belongs to” we mean that whatever field on the Lead that’s designated as the Assignee Field for the router must be assigned to the Queue that’s connected to the router.
- The Lead must meet the conditions defined in the router’s Distribution Filters.
- The router must have a status of Active.
- The router must have at least one member that’s ready to receive assignments–or the router’s Overflow Behavior must be set to either “Stop Router Evaluation” or “Assign To User/Queue”.
- In the case of Territory routers, the Lead must belong to a territory that is assigned to one of the router’s members. Note: an exception however is if the router assigns the Lead via Assignment Matching.
- In the case of Rule-Based routers, the record must meet criteria for one of the active rules.
- In the case of User Lookup routers, one of the router’s defined user lookups on the assigned record must be populated with one of the router’s members.
Step 2: If Kubaru finds a router that meets the above criteria, the Lead will be assigned by the router as follows:
- For Duplicate Matching routers, the Lead is assigned to one of the duplicates identified by the Salesforce Duplicate Rules associated with the router.
- If multiple Salesforce Duplicate Rules are associated with the router, they’ll be evaluated in order of priority.
- If multiple duplicate records are identified, the record will be assigned based on the logic you defined in the When Multiple Duplicates field.
- If Assignment Matching is enabled and a match is found, the Lead will be assigned to the owner of the matched record.
- Otherwise, if there is at least one available Priority Recipient in the router, the Lead will be assigned to whichever available member is nearest to the top of the Priority Queue.
- Otherwise, the Lead will be assigned to the next member in the Assignment Queue. Or, in the case of Rule-Based routers, will be assigned to the designated Assign To user.
Step 3: If no members are available to receive the assignment, the router’s Overflow Behavior will determine how to handle the record.