Each rule matches a defect the scan checks for or a count in the routing checklist. Each one stops a particular kind of lost lead. None needs a new tool.
- One system sets the owner. If a rule, a flow and a router all do it, the last write wins. Nobody knows which. A marketing tool syncing the owner back counts as one more. See the sync overwriting the owner.
- Name roles, queues or teams in rules, not people. People leave.
- Set a fallback owner. A lead that matches nothing still needs someone.
- Give every queue members, and a person who checks it. See leads stuck in a queue.
- Put the most specific entry first. The first match wins. See entry order.
- Set a source and a campaign at the point of entry, not afterwards.
- Give every flow that updates an owner a fault path, so a failure is seen.
- Remove a leaver from every rule, flow and rotation on their last day. See reassigning a leaver's leads.
- Test a change in a sandbox before production. See testing an assignment rule.
- Check the outcomes after every change: inactive owners, old queue leads, leads at the default status. See lead routing metrics.
Rule 10 is the easiest to skip. Without it, the other nine drift. See how often to audit. To write the rules down, use the rules of engagement template.
See also: Salesforce lead routing.
Turn the ten rules into a review table
Print the rules and add two columns. One says how you would know the rule holds. The other says who looks. Start from how often to audit.
| Rule | Proof it holds | Who looks |
|---|---|---|
| 1. One system sets the owner | A list of every rule, flow, router and sync that writes the owner | The admin |
| 3. A fallback owner | A named person, active, with the role the leads need | The sales manager |
| 4. Queues have members | A count of leads in each queue older than a week | The queue owner |
| 8. Leavers removed | A count of leads owned by inactive users | The admin |
| 10. Outcomes checked | A dated sheet of counts after each change | The admin |
A made-up example of a rule failing
A team names one rep as the fallback owner. The rep moves to another team. Nobody edits the rule. For three weeks, every unmatched lead goes to someone who no longer works them.
Rule 2 would have caught it. So would a monthly count under rule 10. See lead routing metrics for the counts to keep.
The free scan checks your export for:
- the assignment rule
- flow defects these rules prevent
Have it checked every night instead.
Routing Forensics connects as a read-only user and checks this, and the rest of your routing, against your real leads. Three design partners get a free health report on their own CRM, free for 90 days: what is leaking, where, and what it is worth. Apply for a place.
Or check it now. The free scan reads your Salesforce export in your browser. Nothing is uploaded.