Territory Routers

Territory routers assign records to members according to the geographic territories that you’ve defined. Territory boundaries can be defined using a combination of countries, states, zip/postal codes, latitude/longitude, and more. Each territory can be assigned to one or more members.

Here are some common use cases for territory routers:

• Assigning Accounts to traveling sales reps based on geographic territories.
• Assigning Leads to a remote sales team based on the region in which they live.
• Assigning support cases to technicians based on the region they manage.

See our territory management feature page for more information.

Defining Territories

You’ll need to define your territories before they can be used to assign records. See Creating Territories for step-by-step instructions on how to create territories.

Create New Router

Next, we’ll step through creating a territory router to assign records based on your territories:

1. Navigate to the Kubaru application.
2. Click the New Router button.
3. Enter a name for your router (e.g., “Canada Prospects”).
4. Select the Object you want to assign (e.g., “Lead”).
5. Select the Field to Assign (e.g., “Owner”).
6. (Optional) Update the Evaluation Order. See Prioritizing Your Router for more information.
7. Click Create Router.
8. Select “Territory Assignment” as the Assignment Method.
9. (Optional) To select territories manually, disable the Sync territories based on selected members toggle and click Select Territories.
10. Select a Tie Breaker to be used for territories that are assigned to multiple users.

OPTION	DESCRIPTION
Round Robin	Records will be assigned to the router member who has gone the longest without an assignment.
Load Balance	Records will be assigned to the router member with the lowest active workload.

11. Connect a Queue. See the Connected Queues article for more information about creating and connecting queues.
12. (Optional) Add Filters. See the Adding Filters article for more information.
13. Add Members. See Adding Members for more information.
14. (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. Holiday Schedule: Select a holiday schedule if you want to pause the router on holidays. See Holiday Schedules for more information. Assign During Holidays: Enable this if you want to use the holiday schedule as an SLA constraint while still assigning records on holidays. Assign Outside Member Schedules: Enable this if you want to use the member’s schedule as an SLA constraint without restricting when the member receives assignments. Assign During Member Holidays: Enable this if you want to use the member’s holiday schedule as an SLA constraint while still assigning records on holidays. Assign When Unavailable: Enable this if you want to assign records to router members even if their status is “Unavailable”. See Toggling User Availability for more information. Assign When Out Of Office: Enable this if you want to assign records to router members even if they are out of the office. See Out Of Office Schedules for more information. Must Be Logged Into Salesforce: Enable this to pause router members who are signed out of Salesforce or idle. See Must Be Logged Into Salesforce for more information. Pause During Phone Calls: Enable this to pause assignments to router members while they’re on a call. See Pause During Phone Calls for more information. Pause During Calendar Events: Enable this to pause assignments to router members whose Salesforce calendar indicates they’re unavailable. See Pause During Calendar Events for more information.
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.
Matching	Enable matching to ensure similar records are assigned to the same user. See Assignment Matching for more information.
Reimbursement	Enable this to reimburse users for records that are reassigned or rejected. See Reimbursement for more information.
Field Updates	Configure one or more fields to be updated when a record is assigned. See Field Updates for more information.

15. 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.

Things to keep in mind

It’s not necessary to include territory boundaries as filters. If a record does not match a defined territory, it will not be assigned by the territory router.

When defining member sync criteria, you’ll see a special filter for Has Kubaru Territory Assigned. Selecting this and setting the operator to yes will automatically add every user with an assigned territory to the router.

You will also see the special filter Is Member Of Kubaru Territory Group. Selecting this filter and adding a territory group enables you to automatically pull in any user assigned to that group.