Enterprise Territory Management places accounts into territories by rules. We could not confirm from Salesforce documentation that a rule routes leads by territory. Check your own org. Routing leads by territory needs a field, a map and one rule that you build.
The usual way to build it
- Decide what defines a territory: country, state, postcode, segment or named account.
- Keep the map in one place, such as a custom object or custom metadata. One row per country or state, with the owner or queue.
- Write the territory onto the lead with one flow or rule. Routing then reads that field.
- Route on the field. One entry per territory, in a clear order.
Where it goes wrong
- The map and the territory model disagree. Accounts follow one, leads follow the other. See updating routing after a reorganisation.
- Country text does not match the map. See routing by country or state.
- A country or state falls in no territory. Those leads land with the default owner. See leads going to the default owner.
- A territory has nobody in it. See territory rules not working.
Count it yourself
SELECT COUNT(Id) FROM Lead WHERE IsConverted = false AND CreatedDate = LAST_N_DAYS:30 AND Territory__c = nullReplace Territory__c with your own field. Leads with no territory are the ones the map missed.
The free scan cannot count leads with no territory. It checks the setup behind it.
A worked example
A made-up map has one row per country. Germany and Austria go to the DACH queue. France goes to the France queue. Everything else goes to the rest-of-world queue.
A lead arrives from Switzerland. The map has no row for it, so it reaches the default owner. The map is correct for the countries it lists and silent about the rest.
Decide from the counts
SELECT Territory__c, COUNT(Id) n FROM Lead WHERE IsConverted = false AND CreatedDate = LAST_N_DAYS:30 GROUP BY Territory__c ORDER BY COUNT(Id) DESC- A large group with no territory: add the missing rows to the map.
- A territory with no leads: check its rows exist and its owner is live.
- One territory far above the rest: a broad row may be catching others' leads.
Steps
- Run the grouped count.
- Put the result beside the map.
- Fix the gaps first, then the empty territories.
- Run it again a month later. New countries show up as new gaps.
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.
The free scan cannot count leads with no territory. It reads your routing setup in your browser. Scan your Salesforce or HubSpot routing. The nightly check, open to design partners, counts it.