Configure Lead Routing Policies in Fullcast


This article provides information and direction on configuring a lead routing policy in Fullcast. 

Before continuing

Before configuring the lead routing policy in Fullcast, it is important to set up Salesforce correctly to ensure your Fullcast account is synced properly. To do so: 

  1. Configure Best Matched Accounts (BMA) in Salesforce. 
  2. Configure a Lead Routing policy in Salesforce. 
  3. Configure your Tenant ID. 
  4. Configure Process Builder in Salesforce.

Add a New Lead Routing Policy in Fullcast

  1. Access your Fullcast instance and switch plans if applicable. 
  2. Click Manage Policies by Territory on the Policies tile.
  3. Click New Policy.
  4. Click Add Policy on the Lead Routing tile. 

  1. Configure the routing stages as described in the corresponding sections of this article. 
  2. Configure the Policy Operation Tags and Policy Operation Times. For more information see the corresponding section in this article. 
  3. Click Save and Exit.

Stages in Lead Routing:

The lead routing process consists of several stages, each of which can be switched on or off based on specific requirements. The general stages of lead routing are: 

  • Best Matched Account (BMA) / Territory Routing
  • Duplicate Processing
  • Auto Convert
  • Role-based Routing
  • Round Robin Settings
  • Default Users and Record Tagging
  • Notifications via Chatter

Best Matched Account (BMA)/Territory Routing

BMA uses a set of rules to identify the most appropriate lead within a given dataset. If no lead is found, routing defaults to territory-based routing. Essentially, if a lead cannot be matched, the routing will rely on territory as the determining factor. 

If you prefer not to route through the best-matched lead, even if one is available, select the Ignore Best Matched Account even when available option. 

To enable BMA/Territory Routing: 

  1. Toggle the BMA/Territory Routing switch to ON.
  2. Select the appropriate option. 
  3. Proceed to the next stage if applicable.

Duplicate Processing

This stage allows you to define how duplicates are found and what actions to take.

To configure how the system handles duplicates: 

  1. Toggle the Duplicate Processing switch to ON.
  2. Define the timeframe and a percentage that should match when locating duplicates. 
  3. Identify what to do if duplicates are found: Do Nothing, Route, Merge. 
  4. Identify what to do if a contact matching this lead is found: Do Nothing, Route, Convert.
  5. Identify what to do if duplicates from the same domain are found: Do Nothing or Route. 
  6. Click Save and Exit.

Auto Convert

Auto-convert entails the automatic conversion of leads into contacts. This functionality streamlines the process by transitioning leads to the next stage of the funnel based on your chosen criteria. For example, if a lead meets specific qualifications or interacts with particular content, the system can automatically convert it into a contact, or take no action, all without manual intervention. 

To enable Auto-Convert

  1. Toggle the Auto-Convert switch to ON. 
  2. Select one of the criteria options: Account or Lead.

Note: When an account is selected for matching, it undergoes the BMA/Territory Routing process to identify the most suitable account for matching. 

  1. Create a condition and determine what action to take if no account exists matching the specified criteria. 
  2. Click Save and Exit. 

Role-Based Routing

At this stage, you can route incoming leads to people in different roles on an existing account team. For instance, you can direct leads to a team if the company is a prospect, but route them to an account manager if the account is already a customer. 

  1. Toggle the Role-based Routing switch to ON. 
  2. Identify how to route the lead if the lead is matched to an account. If the lead is matched to an account, then you can route the lead to the account owner of the matched account; otherwise, you can route it to another person who fulfills the criteria you set by selecting the based on the criteria option from the dropdown menu. 
  3. Proceed to the next stage if applicable. 

Round-Robin Settings

If you want to assign incoming cases to a team of reps, you can enable round-robin distribution to ensure equal workloads for your salespeople. This option can be combined with the previous stages to optimize workload allocation across different teams and roles. 

  1. Toggle the Roud-robin Settings switch to ON. 
  2. Click the radio button to select either Participants or Territories. 

Option Action
Participants
  1. Add any applicable team members.
  2. Identify if there are exceptions to the members added. 
  3. Proceed to Step 3. 
Territories
  1. Identify which territories and their children to automatically add to the list.
  2. Identify any exceptions.
  3. Determine the role to route to. 
  4. Proceed to Step 3. 
  1. Complete the additional configuration options as appropriate. 
  2. Click Save and Exit.

Additional configuration in the Round-Robin stage

  • Additional configuration options in the round-robin stage offer more filter criteria and simplify routing execution. 
  • Bypass the round-robin stage when no matching skills are found by checking the designated box. This allows for direct routing to Default Users and Record Tagging. 
  • If agent support for round-robin routing is required, check the box labeled “Support Agent login for Round-robin routing.” 
  • Limit the number of leads distributed to reps by setting a maximum limit and specifying the amount. 

Default Users and Record Tagging

In this stage, set a default user or queue to send incoming leads to. 

  1. Toggle the Default Users and Record Tagging switch to ON. 
  2. Select whether to route to a default queue or user from the dropdown menu.
  3. Identify the default user or queue as appropriate. 
  4. Click the grey plus button to identify what fields to update on the Lead. 
  5. Select the Don’t update the Owner Field option if applicable. 
  6. Proceed to the next stage if applicable.

Notifications via Chatter

Notifications via chatter will send messages to users when incoming leads are routed. 

To configure notifications via Chatter

  1. Toggle the Notifications via Chatter switch to ON. 
  2. Add additional text to send in the notifications if applicable.
  3. Identify the additional people to send notifications to besides the owner. 
  4. Click Save and Exit. 

Policy Operation Tags and Policy Operation Times

The tag field in routing policies directs items to specific queues, such as those based on lead geographical region, or industry. Using tag operators, you can create formula-based routing that efficiently matches as many records as possible for better management. 

Policy Operations Times allows you to define times when the queue will be open or closed. By default, the queue is available at all times. 

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us