Routing is written in terms of people, teams and regions. When the sales team is redrawn, the routing still describes the old one. Leads keep arriving. Some now go to the wrong place.
What to update, in order
- The assignment rule criteria: regions, segments and picklist values that were renamed or merged. See entry order.
- Queues and their members. Remove people who moved. Add the new team. See leads stuck in a queue.
- Flows and workflows that name a person or a team. See flows that override the rule.
- Round robins and rotations: the list of who takes turns. See round robin sending leads to inactive users.
- Territories, if you use them. See territory rules not working.
- The default and fallback owners.
What to count afterwards
Run these on the day of the change, and again a week later.
- Open leads owned by people who no longer take leads. See reassigning leads from a departed rep.
- Leads created since the change, grouped by owner. Anyone you did not expect is a sign of old routing.
- Leads with no owner, or in a queue, older than two days.
Write the counts down with the date. See how often to audit lead routing.
The free scan checks your export for:
- entries that can never match
- queues with no members, both common after a team change
A worked example
A made-up reorganisation: the EMEA team splits into UK and Europe. Sam, who handled all of EMEA, now covers the UK only.
The assignment rule still has an EMEA entry that sends every EMEA lead to Sam. The EMEA queue still lists six people, two of whom have moved. The round robin still holds the old six.
Work down the list above. Rename or split the entry. Update the queue members. Update the round robin list. Then check the default owner.
Decide the cut-over
Change the routing on the day the new team starts, not before. Run the counts that day and again a week later. A lead owned by someone who no longer takes leads shows something was missed.
To write the new rules down, use the rules of engagement template.
Steps
- Write the new team and regions on one page.
- Go through the six items in order against that page.
- Run the three counts on the day.
- Run them again after a week and compare.
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.