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:
|FEATURE||RULE-BASED ROUTERS||SALESFORCE ASSIGNMENT RULES|
|Assign ANY Object||✅||No (leads and cases only)|
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:
- Select Kubaru from the App Launcher menu.
- Click the Kubaru Console tab (if not already selected).
- Click the New Router button.
- Enter a name for your router (e.g. “Named Accounts”).
- Select the Object that you’d like to assign (e.g. “Lead”).
- Select “Rule-Based Assignment” as the Assignment Method.
- 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.
- Select the Priority for your router. See the Prioritizing Your Router article for more information.
- (Optional) the following additional settings can be modified for rule-based routers:
|Notification Settings||You can disable email, mobile, and/or desktop notifications for the router. See Assignment Notifications for more information.|
|Distribution Schedule||Select a distribution schedule to pause the router during non-working hours. See Distribution Schedules for more information.|
|Holiday Schedule||Select a holiday schedule if you want to pause the router on holidays. See Holiday Schedules for more information.|
|Overflow Behavior||Decide what happens with records that can’t be assigned by the router. See Overflow Behavior for more information.|
|Notify of Unworked Records||Designate one or more email addresses to notify if records go unworked for X minutes. See Unworked Record Notifications for more information.|
|Reassign Unworked Records||Reassign records that go unworked for X minutes to a user or queue. See Reassignment for more information.|
|Track Response Time||Track the number of minutes it takes users to respond to leads for reporting purposes. See Tracking Response Time for more information.|
|Enable Assignment Matching||Configure settings to ensure similar records are assigned to the same user. See Assignment Matching for more information.|
- Click Save. Note: your router is not active yet–you still need to complete some additional steps before it will assign records.
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.
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.
Follow these steps to create a new rule:
- Scroll down to the Rules section and click the New Rule button.
- Fill in the Rule Name.
- 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.
- Choose whether the rule should be Active.
- 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.
- Set the rule Criteria.
- 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.
- 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
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.