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A Beginner’s Guide to Salesforce Territory Management

Many companies organize their salespeople into territories. A territory might be defined by geography, demographics, or some other criteria.

Territory management lets you easily see which reps are assigned to which accounts, regions, and opportunities. You can then track your reps’ performance by territory and determine how best to marshal your resources going forward.

If you use Salesforce CRM, you can take advantage of Salesforce’s Territory Management feature. It’s a powerful set of tools that let you assign accounts and territories to your reps, track sales opportunities, generate detailed reports, and more.

Why Do You Need Territory Management?

Gartner defines territory management as the process that selling organizations use to prioritize and manage groups of current and prospective customers. These customers are typically organized by segment, such as geographic location, industry, type of product, and the like. The segments are commonly called “territories.”

Organizations of all types and sizes can benefit from effective territory management. To make the best use of company resources, it’s beneficial to align sales teams and individual reps to specific territories – whether those territories are defined geographically, by industry, by customer type, or by type of product. Territory management can also help you also avoid overservicing certain territories, which can reduce the efficiency of your sales force and increase costs. (A report by the Society of Digital Agencies reveals that overservicing results in an average profit loss of 11%.)

By ensuring that all territories and market segments are adequately served, you can increase your company’s overall revenues. The Harvard Business Review reports that businesses can increase sales by 2% to 7% by optimizing the design of their territories.

What is Salesforce Territory Management?

Salesforce Territory Management is a tool that helps organizations like yours manage accounts and opportunities by territory. It lets you organize your accounts by any field and create hierarchies of accounts. For example, you can create a hierarchy with c-suite VPs at the top, regional managers in the middle, and sales reps on the bottom. Or you could create a hierarchy based on global regions, countries, states, cities, and even neighborhoods within major cities.

SOURCE: Trailhead.Salesforce.com

Access to different data and accounts can be assigned to specific levels. You can also grant access and generate reports based on account characteristics such as industry, revenue, ZIP code, or your own custom fields. 

In essence, Salesforce Territory Management lets you structure your Salesforce users, accounts, and data the same way you structure your sales territories in the real world. By structuring Salesforce data in this manner, your reporting and analysis becomes more relevant and useful.

How Do You Activate Territory Management in Salesforce?

Territory Management is not activated by default in Salesforce. To enable the Territory Management feature, follow these steps:

• Go to Setup.
• In the Quick Find box, enter territories then select Territory Settings. 
• Click Enable Enterprise Territory Management.
• To start out, select the most restrictive access levels, then click Save. 

You can then change the default user access levels for accounts, contacts, and opportunities. You can also configure how opportunity territory assignments work.

How Do You Use Salesforce Territory Management? 

Salesforce Territory Management is a powerful solution for managing sales reps, accounts, and territories. Sales managers and territory managers can use Territory Management to more closely track the performance of individual reps and territories, as well as maximize new sales opportunities. 

Managing Roles, Accounts and Territories

The most obvious way to utilize this feature is for managing accounts and sales territories – as well as the roles assigned to sales reps and other management and staff.

Managing sales roles is important because every position has its own defined responsibilities. Not every role should have access to all data – only the information that helps them carry out their assigned duties. Salesforce Territory Management lets you create a role hierarchy and enable access to specific information based on position within that hierarchy. 

Managing accounts is made easier by assigning specific accounts to the sales reps best prepared to handle them. Accounts can be assigned based on set rules regarding information entered for that account, or simply by name or number. For example, you might assign accounts starting with the letters A through E to a specific sales rep unless that account is flagged as a high-priority account, in which case a rule kicks in that assigns the account to a specific high-performance individual. 

Managing territories is focused on producing accurate sales and revenue forecasts. Forecasts for territories ranked lower in the overall hierarchy are rolled up to create higher-level forecasts. 

Managing Assignment Rules

Salesforce uses a variety of rules to help assign accounts to specific sales reps. When you create a new level in your sales hierarchy, you can assign accounts manually, or use inherited account assignment rules to assign those accounts automatically. Using inherited rules saves a lot of time. For example, if you add a new territory in an existing state, the rules from that parent state will be inherited by the new child region.

You can also create your own customized assignment rules. If you do so, you need to perform adequate testing to ensure that the rules work as intended. This is sometimes an issue, especially if you move reps or accounts from one territory (with its own rules) to another territory (with different custom rules). 

Managing Leads and Opportunities

Lead assignment rules determine how new leads are assigned to specific sales reps. Sales leads can be assigned to reps using Salesforce’s standard lead assignment rules, or via custom rules that you create. 

Salesforce Territory Management also facilitates lead sharing for emerging opportunities. You can give sales reps access to new opportunities based on their assigned territories or via sharing rules. 

Managing Integrations

Your business doesn’t have to rely solely on Salesforce Territory Management. Salesforce can integrate with other applications to enable you to get even more value out of the Territory Management system. Ask your Salesforce consultant which third-party apps and solutions will best enhance your Salesforce Territory Management.

Let Rainmaker Help You with Salesforce Territory Management

The certified Salesforce experts at Rainmaker can help you deploy Salesforce Territory Management in your business. We can provide all manner of Salesforce Managed Services, from initial implementation to administration. Find out how you can improve your company’s territory management with Salesforce Territory Management – and Rainmaker. 

Contact Rainmaker today to learn more about Salesforce Territory Management!

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4.5 ways to do round robin assignment in Salesforce

Fairly assigning leads, accounts or opportunities to sales reps is core to how sales teams manage ownership. In most cases that means round robin assignment in Salesforce. This post outlines the (many) ways you can use Salesforce's tools to get this done.

Before you implement round robin assignment in Salesforce, think about what you're trying to achieve. Some of the options below (e.g. Lead Assignment Rules) only apply to Leads and won't work for Accounts , Opportunities , Tasks, etc. For example, if you're assigning qualified opportunities to account executives (AEs) you'll need to make sure you pick the right option.

As a refresher, using round robin to assign something in Salesforce is a lot like a dealer dealing cards. Here's how we described it in our advanced round robin post:

The dealer starts with one player, gives that player a card and then goes around the table, handing each player a card until some number of cards have been given out. This is a good way to evenly divide a large number of things (cards) among a small number of people (players). That's basic round-robin.

You should consider whether you want to do the basics or if your round robin needs weighting, capping, load balancing or availability management . Just be aware that the methods below will focus on the most basic form of round robin.

The rest of this post will cover the following methods for doing round robin assignment in Salesforce:

• Lead Assignment Rules
• Process Builder [Deprecated]
• Using sales engagement software
• Bonus method using Gradient Works 

But first, some math and an example involving a deli...

Round robin, modulo and... deli tickets?

Most of the examples below use the MOD Salesforce formula operator in some way. Mod is short for the " modulo operation " which sounds complicated but is actually pretty simple: it just gives you the remainder left over after you divide two numbers. For example:

• MOD(5,3) is 2 because 5 divided by 3 has a remainder of 2
• MOD(9,3) is 0 because 9 divided by 3 has no remainder (3 goes evenly into 9)
• MOD(2731,3) is 1 because 2731 divided by 3 has a remainder of 1 (3 goes into 2731 910 times if you're curious)

The neat part about the mod operation is that it's always a number between 0 and 1 less than the number you're dividing by. So if you take any number mod 3, the result will always be either 0, 1 or 2. Ok, maybe that could be useful... but how? Glad you asked! Let's see how we can use MOD to evenly assign something.

Imagine you run a deli and you've got 3 sandwich artists. The artists get paid $0.50 per sandwich so you want to make sure each gets an equal number of customers throughout the day or else somebody will make less money and be upset.

The good news is that every customer that walks in takes a number from the little ticket dispenser by the door. Each new customer's number is 1 more than the previous customer's number. Cool so how do you turn this system into a way of allocating customers? Glad you asked that too! Here's a little algorithm:

• Write the names of each sandwich artist on a board and give them each a number between 1 and 3.
• Take each new customer's ticket number and MOD it by 3 (the number of sandwich artists). This gives you a remainder between 0 and 2.
• Add 1 to the remainder so you have a tidy result between 1 and 3.
• Use the resulting number between 1 and 3 to pick that customer's sandwich artist from the board.

Putting it all together, let's say your new customer takes a ticket with the number 8. You do 8 mod 3 and get 2. Add 1 and you get 3. Pick sandwich artist number 3 and send them this new customer. The next customer pulls a 9. 9 mod 3 is 0. Add 1 and you've got, well, 1. Send them on to sandwich artist one. Repeat.

I don't know about you but those customers sound suspiciously like Leads (or really anything else you'd want to assign) to me. It turns out that most of the solutions below use a variation on this where the ticket dispenser machine is replaced by an auto number field .

Now if you're not too hungry for a pastrami on rye , let's actually look at our options.

1) Round robin with Lead Assignment Rules (LARs)

We've done a deep dive on Salesforce Lead Assignment Rules in another post so we won't repeat everything here. However, if you've done any googling at all for "automated round robin lead assignment in Salesforce" you've probably encountered this Salesforce Help doc about creating round robin lead assignment rules .

The basic idea in the Salesforce Help doc is precisely the deli counter example above:

• Add an auto-number field to Lead that counts up every time there's a new lead
• Add a formula field on Lead to calculate the "Round Robin Id" by MODing the Lead number by the number of sales reps and adding 1
• Hard-code Lead Assignment Rule Entries matching "Round Robin Id" to a rep

Step 3 looks like this:

Let's break down the good, the bad and the ugly of this approach.

• It's pretty simple with no complicated automation
• It's built-in so it comes with no strings attached (besides that Salesforce license $$$)
• Leads only - Lead Assignment Rules only work for - you guessed it - leads
• Hard to manage - Whenever reps get added, leave the company or just go on PTO, you have to update both the Round Robin Id formula to change the number of reps and update out the rule entries to assign Round Robin Ids to different reps
• No audit trail - However, you can help by tracking field history for the owner field.
• The minute you have any additional routing rules where some leads are created but aren't assigned to this group, your assignment gets skewed. Here's an example. Let's say 4 leads are created and given numbers 1, 2, 3, and 4. Let's say 2 and 3 aren't assigned because they used a Gmail address. What happens when Leads 1 and 4 get assigned? They'll both get assigned to the rep in slot 2 (MOD(1,3)+1 = 2, MOD(4,3)+1 = 2). Reps 1 and 3 aren't going to be happy about that.

2) Round robin with Process Builder

[Ed. Note: Please don't use this method since Salesforce is retiring process builder .]

Emily Douglas from Formstack discussed how to use Process Builder for round robin lead assignment at Dreamforce 2018. This solution is nice and flexible because it can be applied to any object. In fact, her example uses Contacts . Here's her overview slide:

This means that the good, bad, and ugly of this approach are pretty similar to the earlier approach.

• Built-in - You don't need anything besides Salesforce
• Any object - The pattern can work for any object, not just Leads. All you have to do is set up the custom fields on the object and set up a process builder to operate on objects of that type
• Versioning - Process builder maintains versions as you make changes so at least you can refer back to the way things used to be if you make a tweak. Just note that this doesn't apply to the formula fields, only the logic in process builder
• Duplication - This approach describes a pattern you can use for any given object with some custom fields and a process builder. You'll need to try to keep that pattern consistent across every object you build this for.
• Hard to manage - As with the LAR approach, you've got to manually edit a formula field to change the list of reps
• More workflow effort - Unlike the LAR approach, you have to explicitly build in logic in process builder to do the assignments
• Process Builder is on its way out - Salesforce has publicly stated that Flow is the future of workflow automation on the platform, not Process Builder. It's not going anywhere soon but it's not being improved.
• Skewed assignments - Just like the LAR approach, this relies on a single deli-counter style auto number field. This will skew in the exact same way if you start implementing more complex routing rules. It is possible to eliminate some of these issues in process builder, but at the expense of a lot more complexity.

3) Round robin with Apex

As you probably know, developers can build entirely custom logic on the Salesforce platform using the Apex programming language . A typical Apex solution for round robin assignment usually takes the form of one of these two approaches:

• A variation on the deli-counter approach we've discussed so far, using a combination of formula fields to compute an auto-number value, the Apex version of the modulo operation ( Math.mod ) and triggers to kick off the code. This approach has all the drawbacks of the LAR and Process Builder approach.
• A more flexible (and powerful) approach that uses a set of custom objects, each of which define "slots" in multiple round-robin queues. At the expense of a lot more complexity, this approach allows you to distribute the same type of object fairly to different groups based on any routing logic you can imagine.

A full Apex implementation is too complex to discuss here so let's just look at the good, the bad and the ugly of using Apex to do round-robin:

• Nearly-infinite flexibility - If you can describe it, you can most likely do it with Apex. Assigning any object, with any logic is entirely possible.
• Round-robin can coexist with other routing rules - It's entirely possible to build complex routing rules to different groups of users without skewing your round robin
• Version control - Modern development approaches mean you can keep track of and independently test different versions of the code.
• Developers, developers, developers - It's code. You'll need a developer to write it in the first place and you'll need a developer to maintain it, debug it and change it.
• Maintenance and change will be difficult. In my experience, most code solutions in Salesforce become very hard to maintain over time, especially when the original author leaves. Even if you do have developers to support the custom solution, they're often very busy with other priorities and can't make changes on a time schedule that the business leads.

4) Round robin with Flow

We've talked a lot about Salesforce Flow around these parts because it's the future of Salesforce automation. The important thing to know about Flow is that it provides nearly all the flexibility of Apex with the low-code approachability of Process Builder. That makes it an ideal way to build solutions like round robin assignment.

There are several good examples of using Flow for this. You can find one in the book Lightning Sales Ops by Matt Bertuzzi but I'm going to specifically focus on this one by the sales operations consultants Kicksaw .

Here's a screenshot of Kicksaw's Flow in action:

My main issue with the Kicksaw solution is that it introduces an unnecessary process builder component to trigger the execution of the Flow. That's easily done with record-triggered Flows.

• Flexibility - Flow gives you the flexibility to do most things you can do in Apex
• Maintainability - Admins can update the Flow logic and change the various user lists without needing any developer help
• Routing rules without skew - Support multiple territories and routing logic without worrying that it will skew your assignment process
• Future proof(ish) - Flow is the (current) future of automation on Salesforce
• More logic to deal with - Flow can require sorting out some tricky logic similar to programming; not all admins are comfortable with that
• A lot to configure - The full Kicksaw solution requires some custom objects, a queue and even some Lead Assignment Rules in addition to Flow. That can be a lot.
• It's all on you - In the end, this solution is custom to your Salesforce and relies on you and your team to maintain it.

4.5) Round robin with Sales Engagement software

I'm throwing in a "4.5" here because these recommendations aren't strictly Salesforce but instead might give you the ability to do basic round robin assignment with tools you already have. Sales engagement tools like Outreach and Salesloft have some basic round robin capabilities backed in so you may be able to get away with using them.

• You're already paying for it
• Functionality is super limited and generally only applies to a few use cases
• If you get rid of your sales engagement product, you'll also lose any round robin functionality you're using

Bonus! Round robin with Gradient Works

You didn't think I was going to let you get out of here without talking about how Gradient Works makes round robin assignment in Salesforce easy , did you?

If you're looking for a no-code round robin assignment solution that's flexible enough to handle whatever routing rules you throw at and advanced enough to optimize any of the assignments in your customer lifecycle, check us out .

Happy assigning!

By the way, round robin is such an important part of how sales teams manage assignments and handoffs, that we put together a whole round robin assignment knowledge base for sales teams . Go check it out. 

Hayes Davis

Hayes Davis is co-founder of Gradient Works. Previously, Hayes was SVP of Revenue Operations at Cision, where he ran a global team of 50 supporting nearly 600 sellers. He was also co-founder and CEO of Union Metrics until its successful acquisition by TrendKite in 2018. Hayes has a background in computer science.

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A person account has the following standard fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. Fields with a prefix “Person” or suffix “_pc” are contact fields that are supported for person accounts but not business accounts.

This list doesn’t include custom fields that your Salesforce admin has created. Both account and contact custom fields are available for person accounts.

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How to Create Assignment Rules in Salesforce

Assignment rules are a great instrument to better organize your sales and support teams’ work.

Using assignment rules you can automate the process of assigning owners to Leads and Cases. 

Assignment rules description

There are two types of assignment rules in Salesforce: Lead Assignment Rules and Case Assignment Rules.

To better understand Salesforce terminology we’ll give you a short definition of what is a Lead and what is a  Case in Salesforce.

Lead – prospect, someone interested in your product or service, but not yet ready to buy.

Case – customer’s question, complaint, or suggestion about your product or service.

Assignment rules can help you to automatically deliver specific Cases to the right people in the team who are specialized in a certain area so that the customers receive timely and qualified responses.

It also enables you to sort cases by priority according to the customer’s support package (Platinum, Silver, etc.).

The same thing applies with lead assignment rules Salesforce – you can define which users will be assigned leads that come from your website and which users will be assigned leads that come from social media.

Assignment rules and Queue creation

Now you know what assignment rules are for, we’ll show you how to set them up.

As an example, we’ll use Case Queue and Case Assignment Rules creation in Salesforce.

To create a Case queue in Salesforce, do the following:

• Setup -> type Queue in the Quick Find box -> enter the Name and Label. 
• Leave the Queue Email field empty if you want the support employees included in the queue to receive emails when new cases are created or type the email addresses of the people who will receive this kind of notification.
• Choose Case and add it to the Selected Objects column.
• Choose members and add them to the Selected Members column -> click Save.

To create a Case assignment rule do the following:

• Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save.
• Click on the rule you just created -> click  New in the Rule Entries section.
• Sort Order – defines the order in which entries will be processed (entering “1” means that this entry will be processed first).
• Select the criteria for this rule entry.
• Choose the User to whom this rule entry will be assigned.
• Choose the Email Template this user will receive when the new case will be assigned to him -> click Save.
• Click Edit in the Rule Detail section -> mark this rule as Active ->click Save.

Don’t miss the benefits you can get from using assignment rules – give them a try on your organisation!

We hope that this post was informative for you.

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Create Case Queues

Create a case assignment rule, test the case assignment rule.

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Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

• From Service Setup, enter Queues in the Quick Find box and select Queues .
• Click New  and complete the queue details.
• Label: Product Support Tier 1
• Queue email: [email protected]
• Supported Objects: select Case and click Add .
• Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
• Click Save .
• From the Queue   page, click New  and complete the queue details.
• Label:   Product Support Tier 2
• Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

• From the Queues page, click New .
• Enter the queue details.
• Label: Inquiry
• Queue Email: [email protected]
• Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

• From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
• Click New  and enter the rule details.
• Rule Name: Standard Case Assignment
• Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

• Click the Standard Case Assignment link.
• Under the Rule Entries, click New  and enter the details.

• Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

• Enter the details.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

• Enter Support Settings in the Quick Find box and select Support Settings .
• Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

• Click the Contacts tab.
• Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
• In the Cases   related list, click New .
• Select a record type: Product Support .
• Click  Next  and enter the case information.
• Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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Assignment rules in Salesforce

• By Ankush Dureja in salesforce

December 6, 2018

Page Contents

What are assignment rules in salesforce ?

Assignment rules in salesforce are used to automatically assign lead or Case to owner( User Or Queue ). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.

Types of assignment rules

There are two type of assignment rules

Lead Assignment Rules

Case assignment rules.

Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard.

Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Create or Setup assignment rules

• From Setup, enter Assignment Rules in the  Quick Find  box, then select either  Lead Assignment Rules  or  Case Assignment Rules .
• Choose  New , and then give the rule a name. Specify whether you want this to be the active rule for leads or cases created manually and via the web and email. Then click  Save .
• To create the rule entries, click  New . For each entry, you can specify:
• Order : Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
• Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.
• Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, “High”) ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry will be deleted automatically if the custom field is deleted.
• User : Specifies the user or queue to which the lead or case will be assigned if it matches the condition. Users specified here cannot be marked “inactive” and they must have “Read” permission on leads or cases.
• Do Not Reassign Owner : Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
• Email Template : We can specifies the template to use for the email that is automatically sent to the new owner. If no template is specified, no email will be sent. When assigning a lead or case to a queue, the notification goes to the Queue Email address specified for the queue and all queue members.
• Predefined Case Teams : Specifies the predefined case team(s) to add to a case when it matches the condition. A case team is a group of people that work together to solve cases.
• Replace any existing predefined case teams on the case : Specifies that any existing predefined case teams on the case are replaced with the predefined case teams on the condition, when a case matches the condition.

After creating the entry, click  Save , or  Save & New  to save the entry and create more entries.

Assignment Rule Example

Following is sample Case assignment rule which assigns case to different queues based on Billing Country, Account SLA and customer type:

For more details about assignment rules please refer to assignment rules  official link.

Assignment rules in Salesforce trailhead

Good luck for creating Assignment rules in Salesforce 🙂

• Assignment rules , Assignment rules Salesforce , Case Assignment rules , Lead Assignment Rules , salesforce , sfdc

Ankush Dureja

Permanent link to this article: https://www.sfdcpoint.com/salesforce/assignment-rules-in-salesforce/

Skip to comment form

• Stremove.com on August 2, 2020 at 9:10 am

Case Assignment Rules Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

• Dayene on August 25, 2020 at 7:01 pm

Hi! What about when I want my assignment to change when the Lead status is changed? I’ve created two criterias. First when the status is new and second when the status has other values. But when the Lead is updated and the status changes the assignment doesn´t follow this change and it does not assignment the Lead Owner correctly. Thanks.

• Vrushabh LEngade on October 27, 2020 at 3:51 pm

Use Escalation Rules and escalate the case to another user or queue

• subhasini on December 23, 2021 at 6:19 pm

Hi Ankush Dureja, there is a interview question on assignment and the question is : What will happen if the user becomes inactive(or user is deactivated) on whom the rule is assigned. Please reply me ASAP

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