Rule-Based Routers

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Available in Version 5.0 and up

Rule-based routers make it easy to quickly define multiple conditional statements, called “Rules”, for assigning records. Each rule will assign the records that meet the specified conditions to a specified user, queue, or group of users.

Here are some common use cases for rule-based routers:

  • Assigning leads from high-value companies (i.e. “Named Accounts”) to designated account managers.
  • Assigning leads from different campaigns (e.g. email campaigns, events, etc.) to designated account managers.
  • Assigning support cases from contracted customers to a dedicated support rep.

Rule-based routers share some similarities with Salesforce Assignment Rules but are much more powerful! The following table shows a comparison:

Assign ANY ObjectNo (leads and cases only)
Round RobinNo
Load BalancingNo
Availability-Based AssignmentNo
Automated ReassignmentNo
Assignment LogsNo

See our rule-based assignment feature page for more information. 

Create New Router

Let’s step through the process of creating a rule-based router together:

  1. Select Kubaru from the App Launcher menu.
  2. Click the Kubaru Console tab (if not already selected).
  3. Click the New Router button.
  4. Enter a name for your router (e.g. “Named Accounts”).
  5. Select the Object that you’d like to assign (e.g. “Lead”).
  6. Select “Rule-Based Assignment” as the Assignment Method.
  7. Select the Assignee Field that Kubaru should update. This will default to the Owner Id–but you can choose any user lookup field for assignment. See Assignee Field for more info.
  8. Select the Priority for your router. See the Prioritizing Your Router article for more information.
  9. (Optional) the following additional settings can be modified for rule-based routers:
Notification SettingsYou can disable email, mobile, and/or desktop notifications for the router. See Assignment Notifications for more information.
Distribution ScheduleSelect a distribution schedule to pause the router during non-working hours. See Distribution Schedules for more information.
Holiday ScheduleSelect a holiday schedule if you want to pause the router on holidays. See Holiday Schedules for more information.
Overflow BehaviorDecide what happens with records that can’t be assigned by the router. See Overflow Behavior for more information.
Notify of Unworked RecordsDesignate one or more email addresses to notify if records go unworked for X minutes. See Unworked Record Notifications for more information.
Reassign Unworked RecordsReassign records that go unworked for X minutes to a user or queue. See Reassignment for more information.
Track Response TimeTrack the number of minutes it takes users to respond to leads for reporting purposes. See Tracking Response Time for more information.
Enable Assignment MatchingConfigure settings to ensure similar records are assigned to the same user. See Assignment Matching for more information.
  1. Click Save. Note: your router is not active yet–you still need to complete some additional steps before it will assign records.

Connect Queue(s)

Routers assign records from your queues to users. You’ll need to connect at least one queue before you can activate your router. See the Connecting Queue(s) article for step-by-step instructions for creating and connecting queues.

Add Filters

Filters can be added to limit which records from your connected queue(s) get assigned. See the Adding Filters article for step-by-step instructions for adding filters.

Add Rules

Follow these steps to create a new rule:

  1. Scroll down to the Rules section and click the New Rule button.
  2. Fill in the Rule Name.
  3. Give the rule a Priority, which is its evaluation order compared to other rules in this router. Note: new rules will default to be the lowest priority.
  4. Choose whether the rule should be Active.
  5. Choose whether you would like to Enable Field Updates for this rule. Note that you can also configure Field Updates at the router level, which would apply to all rules. If you select this option, a Field Updates section will appear at the bottom of the screen.
  6. Set the rule Criteria.
  7. Fill out the Assign To section to determine which users should be assigned records by this rule. If you would like to assign additional user lookup fields, click the “Add Assignee” link.
    1. If you select a Group option as the Type, you will be presented with member configuration options that are specific to this rule.

Things to keep in mind

  • Member License is required for each “Assign To” user.
  • A single rule can assign up to 10 user lookup fields.
  • At the time of assignment, rules are evaluated in Priority order, from 1 to the last.
  • If a record qualifies to be assigned by a rule that has no members available to take assignments, the router’s Overflow Behavior will be used.
  • With the exception of push and toast notifications, Assignment Notifications are sent in an all-or-nothing fashion to all of a rule’s “Assign To” users based on the notification settings of the primary user, i.e. the user being assigned to the router’s Assignee Field. Any secondary users’ notification settings are not considered.
  • A rule’s “Assign To” users (with the exception of groups) are not impacted by Out Of Office Schedules, whether they are set as available, etc.
  • Each rule is required to set the Assignee Field. You can optionally assign additional user lookup fields as well.
  • You can specify a Group option when choosing how to assign to your Assignee Field, which allows you to assign in a round robin or load balance fashion. However, this option is not available for secondary user field assignments.
  • Test Your Router

    Click the Test Router button to see what records qualify to be assigned by your router. See Testing Your Router for more information.

    Activate Your Router

    Click the Activate Router button to activate your router. See the Activating Your Router article for more information.

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