These are the steps. For what a routing audit covers and why, see the Salesforce lead routing audit page. The full list of 17 checks is on the lead routing audit checklist.
The steps answer one question. Does every lead reach a person who can work it? You answer it in two parts. First read the configuration. Then count what the configuration did to real leads.
1. Export the configuration
You need four things. The active lead assignment rule. Every flow that sets an owner. The queues with their members. The users, with their active flag. See how to export your Salesforce routing configuration.
2. Read the assignment rule
- Entries that can never match. A stray quote is one cause. A value missing from the picklist is another.
- Entries hidden behind a broader entry above them. Salesforce stops at the first match. See entry order.
- Entries that send leads to a queue with no members.
3. Read the flows
- More than one system setting the lead owner. The last write wins. See a flow overriding the rule.
- Owner Ids typed into a flow. They go stale when that person leaves.
- A marketing tool that writes the owner back after assignment. See the sync overwriting the owner.
- Owner updates with no fault path. An unhandled fault rolls back the save or leaves the default owner. The only trace is an error email to one person. See when a flow fails silently.
4. Check the owners
List open leads whose owner is inactive. Then list leads owned by an integration user. See leads owned by the integration user.
5. Check the queues
Count open leads in each queue, and the age of the oldest. A queue with leads and nobody working it is a leak. See leads stuck in a queue.
6. Check the outcomes
- Leads still at the default status after a week.
- Leads with no source or no campaign.
- Converted leads with no opportunity.
- First response time against your own target. See how to measure it.
Check it yourself
- Write down the count for each step above, with the date.
- For each defect, keep the query or screen that proves it.
- Fix the one with the most leads first. Run the count again the next day.
The configuration changes. A count taken today says nothing about next month. See how often to audit lead routing.
Before you start, collect access, exports and owners.
See also: find leads that fell through the cracks in Salesforce.
The free scan checks your export for:
- the assignment rule
- flow defects an audit looks for
Have it checked every night instead.
Routing Forensics connects as a read-only user. It checks your routing against your real leads every night. Three design partners get the health report free for 90 days. Apply for a place.
The free scan finds rule and flow defects in your Salesforce export. It runs in your browser.