Automate lead assignment with lead routing

This demonstration shows how you can enable routing for new and existing leads.

Log in to the application as a sales administrator. In App Studio, in the navigation pane, click SA Tools, and then click Manage lead routing. Select B2B and save the Selling mode. In the Manage Lead Routing page, you add the routing conditions.

You can configure different conditional criteria to route leads. In the example, several conditions are set up. If a lead does not meet one of these conditions, the lead is sent to dcooperl as designated by the Otherwise condition.

The conditions show how you can route leads based on different criteria.

The first condition routes sales leads to a specific user, Noah Smith, when the industry is Healthcare or Government. You can change the operator to require both criteria. You can also use multiple fields to add criteria.

The second condition routes sales leads that meet the specified criteria to a LeadQueue, which is a list of people. If the lead source is email, the lead goes to the queue. Users can pull in leads from the queue to their worklists.

The third condition routes sales leads based on availability, skillset, and workload. For example, skillset can be an industry, such as construction or finance. In this case, the skill is language. The condition routes to a work group that contains representatives with a German language skill of 8 or higher. The condition also determines who has the lightest workload and is available to take the work. The workload factor evenly distributes leads across the work group.

Log in to the application as a sales operations user. The Sales Operations portal is displayed.

First, enable lead routing to make the routing feature available for all sales operations users. In the navigation pane of the application, select Administration > SA - Toggle Settings, and then click Enable lead routing. Save the settings.

On the Leads landing page, you can select a lead and change the lead owner or set to use automatic routing. With automatic routing, the system processes the selected leads through the routing conditions. As a result, you can process existing leads using the assignment conditions.

For example, you can create a business lead for a customer, Mathew Neal, and assign the lead by using the routing conditions. On the Leads landing page, click Create > Business lead, and then add the contact information for Mathew. To route this lead through the routing conditions, in the Routing field, select Automatic.

Click Submit to add the new lead. The system processes the lead by using the routing conditions. The lead is a referral from a webinar, so it meets the conditions that assign the lead based on availability, skillset, and workload. Based on these conditions, Benjamin Miller receives the lead assignment.

You have reached the end of this video. You have learned:

• How to enable routing for new and existing leads.
• How to configure a routing condition.