Shark tank routers (or “shark tanks”) allow users to claim records on a first come, first served basis. Users are notified when records are available–and the first user to claim the record gets it. You can choose to allow users to view records before claiming or obfuscate the record details.
Here are some common use cases for shark tanks:
- Allow sales reps to claim leads that other users have not worked.
- Allow support agents to claim new cases as their workload permits.
- Allow sales reps to claim “cold” leads to supplement the leads they receive.
See our shark tank feature page for more information.
Create New Router
Let’s step through the process of creating a shark tank together:
- Navigate to the Kubaru application.
- Click the New Router button.
- Enter a name for your router (e.g., “Lead Shark Tank”).
- Select the Object (e.g., “Lead”) you want to assign.
- Select the Field to Assign (e.g., “Owner”).
- (Optional) Update the Evaluation Order. See Prioritizing Your Router for more information.
- Click Create Router.
- Select “Shark Tank” as the Assignment Method.
- (Optional) Enable Blind Claim if you want to prevent users from viewing record details before claiming.
- (Optional) Click Notify of Unclaimed Records if you want to notify one or more users of records waiting unclaimed in the shark tank for a specified duration.
- Connect a Queue. See the Connected Queues article for more information about creating and connecting queues.
- (Optional) Add Filters. See the Adding Filters article for more information.
- Add Members. See Adding Members for more information.
- (Optional) Adjust the Additional Settings below.
| SETTINGS | DESCRIPTION |
|---|---|
| Overflow Behavior | Choose what should happen if there are no available members to receive assignments. See Overflow Behavior for more information. |
| Scheduling and Availability | The following settings can be configured to limit when assignments are made: Distribution Schedule: Select a distribution schedule to pause the router during non-working hours. See Distribution Schedules for more information. Assign During Off-Hours: Enable this if you want to use the distribution schedule as an SLA constraint without restricting when the router makes assignments. |
| SLA Actions | The following SLA Actions can be enabled: Send Email Notification: Enable this to notify one or more users if records go unworked for a specified duration. See Unworked Record Notifications for more information. Reassign Record: Enable this to reassign unworked records after a specified duration. See Reassignment for more information. Track Response Time: Enable this to measure how long it takes router members to respond to assignments. See Tracking Response Time for more information. |
| Notifications | Configure the types of notifications that are sent when assignments are made. See Assignment Notifications for more information. |
| Field Updates | Configure one or more fields to be updated when a record is assigned. See Field Updates for more information. |
- Click the Activate button to activate your router. See Assignment Preview to learn how to check which records will be assigned before activating your router.
Kubaru Utility
Users will claim shark tank records using the Kubaru Utility. Check out the Kubaru Utility article for instructions on how to add this utility to your Salesforce org if you haven’t already done so.