Available in Version 5.0 and up
User Lookup routers allow you to assign to users who are already populated in a user lookup field on the record itself, or on a related record.
Here are some common use cases for user lookup routers:
- Assigning Cases to the owner of the related Account.
- Assigning Leads to the owner of the owner of a matched Account (if a match is found).
- Assign a backup user to Leads based on the backup user listed on the Lead Owner’s user record.
Create New Router
Let’s step through the process of creating a user lookup 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. “Customer Support Cases”).
- Select the Object that you’d like to assign (e.g. “Case”).
- Select “User Lookup” 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 user lookup 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.
Add User Lookups
Follow these steps to add a user lookup to the router:
- Scroll down to the User Lookup section and click the Manage User Lookups button.
- Select where the user lookup field is found (either on the record itself, or on a related record).
- Select the user lookup field.
- Click Add Row if you want to add additional user lookups*.
- Set the Order for each user lookup.
- Click Save.
*You can specify multiple user lookups in a user lookup router and set the order in which they’re evaluated. This is useful in cases where a user lookup field is blank or contains a user you would like to ignore. In such cases, the lookup will be skipped over and the next one will be evaluated.
You’ll need to add at least one member before you can activate your router. See Adding Members for step-by-step instructions on how to add members.
Things to keep in mind
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.