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Leandata showcases power of modern revenue orchestration at opsstars 2022, leandata announces winners of the 2022 opsstars awards, what are lead assignment rules in salesforce.

Assignment rules are a powerful feature within Salesforce to assist your team’s automation of its lead generation and customer support processes. Assignment rules in Salesforce are used to define to whom your leads and cases (customer questions, issues or feedback) are assigned based on any one of a number of specified criteria you determine. 

An organization would typically develop a rule for its GTM process or flow – for example, a lead assignment rule for inbound, website-generated leads, or a lead assignment rule for importing leads from an event, and so on. For case assignments, a company might establish one case assignment rule for weekdays and another assignment rule for weekends and holidays. 

A lead or case assignment rule often consists of multiple rule entries to specify exactly how leads and cases are assigned throughout your go-to-market teams. For example, related to customer service inquiries, a standard case assignment rule might have multiple entries – cases with “Type equals Gold” are assigned to the Gold Level service queue, cases with “Type equals Silver” are assigned to the Silver Level service” queue, and so on. 

Here’s the thing, though: As organizations grow and scale, they operationalize multiple GTM motions – inbound, outbound, account-based, upsell/cross-sell, and hybrid – but are limited to having just one rule in Salesforce. As a work-around, many organizations resort to creating one massive lead assignment ruleset and then wedging all of their rule entries into that one big ruleset, regardless of how many different motions that represents (e.g., entries 1-15 are for the inbound motion, 16-23 are for event follow-up, 24-37 are segment-based, 38-60 are territory-based, etc.). Over time, the machinations in Salesforce can quickly become unmanageable.

This post covers the best practices for Salesforce lead and case assignment rules to get your team more fully engaging your hard-won leads and quickening your organization’s time-to-revenue.

How to Define Assignment Rules

Your Salesforce administrator can only have one rule in effect at any particular moment in your go-to-market motions, and that assignment rule is intended to both automate lead generation processes and other customer-facing processes routed through your CRM. 

Lead assignment rules specify how leads are assigned to users or queues as they are created manually, captured from your website, or imported via SFDC’s Data Import Wizard. Case assignment rules determine how cases are assigned to users or put into queues as they are created, either manually or through the use of Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or other data generation applications.

Criteria for Lead Assignment Rules

Okay, so you’ve decided that lead assignment rules in Salesforce make sense for your revenue operations team – now what? Well, first, you’ll need to determine the edition of your Salesforce instance. Lead assignment rules are available in the Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions of SFDC. Case assignment rules, conversely, are available only in the Professional, Enterprise, Performance, Unlimited, and Developer editions.

With regard to User Permissions, to view assignment rules, you’ll need View Setup and Configuration permissions. However, to create or change assignment rules, you’ll need Customize Application. If you are not your organization’s Salesforce administrator, you should check with her/him before attempting to head off on your own.

How to Create Salesforce Lead Assignment Rules

Creating lead and case assignment rules in Salesforce is a relatively straightforward process. 

• Login to Salesforce and select Setup in the upper right corner of the horizontal navigation bar.
• In the Setup search box , type “assignment rules” and then select either Lead Assignment Rules or Case Assignment Rules.
• Select New to create a new assignment rule.
• In the Rule Name box, type a name and specify whether it should be active for leads or cases created manually and by those created automatically by web and email. When done, click Save .
• Click open your newly created rule and select New in the Rule Entries to specify your rule criteria.
• Step 1 in the “Enter the rule entry” window requires you to enter an Order for your new rule (the Order is the order in which the entry is processed, like a queue).
• In Step 2, you determine whether your new rule is based on meeting a set of criteria or a formula. In the Run this rule if the dropdown box, select either “criteria are met” or “formula evaluates to true.”
• Lastly, in Step 3, select the user or queue to whom your rule will assign your new lead or case (use the lookup feature to find specific users or a queue). After completing Step 3, select Save .

Why Are Your Salesforce Lead Assignment Rules Not Working?

If you discover your lead or case assignment rules are not working, there are a couple of tips to follow to quickly troubleshoot the root cause.

First, check to ensure the assignment rule is active. Remember, only one case or lead assignment rule can be active at one time. Secondly, ensure the record is assigned to the correct user or queue and make certain the checkbox Assign using active assignment rule has been selected. In support of this step, you can enable field History tracking on case or lead owner, as well as add object History (case or lead) in your page layout. 

One common problem is overlapping rule entries, or rule entries in the wrong order. With dozens of rule entries, many will overlap, causing records to get assigned unpredictably. For example, if entry #1 assigns California leads to John, and entry #2 assigns Demo Request leads to Jane, then John might wonder why he’s receiving Demo Requests leads who are supposed to go to Jane. 

Assignment Rule Examples

The image, below, shows sample rule entries being entered into Salesforce for a variety of “what if” situations:

• Junk leads containing “test” are sent to an unassigned queue
• Demo requests are routed directly to SDR 3
• Leads at accounts with over $100 million in annual revenue are routed to AE 1
• Leads in certain states are sent to their respective representatives

How LeanData Simplifies Salesforce Lead Assignment

Creating lead and assignment rules in Salesforce is relatively straightforward, but with limitations on having just one rule, as your GTM motions become more and more complex, it becomes necessary to populate that one rule with multiple defining rule entries. As you grow and scale, your rule threatens to become unwieldy, and is subject to the following:

• Difficulty in both comprehending and managing
• Poor visibility, making it difficult to troubleshoot and validate
• Restrictions allowing only the criteria on the routed record

LeanData’s lead routing flow and assignment solution is a native Salesforce application that allows users to create flows in an easy-to-understand visual graph. It’s visible representation of an organization’s desired lead flow affords many benefits to users, including:

• Easier ability to visualize and understand complex flows
• Real-time visibility of the routing of leads and the ability to quickly troubleshoot and make adjustments
• At-a-glance ability to use information on matched records for routing decisions and actions

Assignment rules in Salesforce are a relatively easy-to-learn feature that can be very quickly implemented, delivering a flexible and powerful logic to your CRM processes. Automating your lead and customer processes will accelerate your GTM motions and deliver your organization a sustainable competitive advantage.

For more best practices in the burgeoning field of revenue operations, read the eBook, “ Best Practices for a Winning B2B Marketing Data Strategy .”

• lead assignment rules
• lead assignment rules salesforce

Ray Hartjen

Ray Hartjen is an experienced writer for the tech industry and published author. You can connect with Ray on both LinkedIn  &  Twitter .

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SimplySfdc.com

Sunday, december 6, 2020, salesforce: case assignment rules not working.

• Case or Lead Assignment Rules fail to set the Owner
• Assignment rule does not fire on Cases created through Email-to-Case
• Why Salesforce assignment rule is not working?

Thanks for the info..It was helpful

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Automation Champion

Automating Salesforce One Click at a Time

Running Lead Assignment Rules From Salesforce Flow

Last Updated on February 14, 2022 by Rakesh Gupta

To understand how to solve the same business use case using Process Builder . Check out this article Getting Started with Process Builder – Part 49 (Running Lead Assignment Rules From Process Builder) .

Big Idea or Enduring Question:

How do you run the lead assignment rule from the Salesforce flow? Lead assignment rules allow us to automatically assign Leads to the appropriate queue or user. A Lead assignment rule consists of multiple rule entries that define the conditions and order for assigning cases. From a Salesforce User interface, a user can trigger assignment rules by simply checking the Assign using the active assignment rules checkbox under the optional section.

The problem arises when you need to insert or update the Leads from Salesforce Flow and wants to trigger assignment rules. Using the Salesforce Flow a Lead will be inserted or updated but the assignment rule will not be triggered as there is no check box to use the organization’s assignment rule or a prompt to assign using the active assignment rule.

Let’s start with a business use case.

Objectives:

After reading this blog post, the reader will be able to:

• Running the lead assignment rules from Salesforce Flow
• Understand @InvocableMethod Annotation
• How to call an Apex method using Salesforce Flow

Business Use Case

Pamela Kline is working as a System administrator at Universal Containers (UC) . She has received a requirement from the management to update the following Lead fields when Lead Source changed to Partner Referra l .

• Status = Working – Contacted
• Rating = Hot

As data changed by the process, she wants to fire the assignment rule as soon as the process updates the lead record.

Automation Champion Approach (I-do):

Guided Practice (We-do):

There are 4 steps to solve Pamela’s business requirement using Salesforce Flow and Apex. We must:

• Setup a lead assignment rule
• Create Apex class & Test class
• Define flow properties for record-triggered flow
• Add a decision element to check the lead source
• Add an assignment element to update status & rating
• Add a scheduled path
• Add a decision element to check if lead source changed
• Add action – call an Apex class to invoke lead assignment rule

Step 1: Setting Up Lead assignment Rule

• Click Setup .
• In the Quick Find box, type Lead Assignment Rules .
• Click on the Lead Assignment Rules | New button .
• Now create an assignment rule, as shown in the following screenshot:

Step 2: Create an Apex class and Test class

Now, we have to understand a new Apex annotation i.e . @InvocableMethod . This annotation lets us use an Apex method as being something that can be called from somewhere other than Apex . The AssignLeadsUsingAssignmentRules class contains a single method that is passing the ids of the Leads whose Lead Source changed to Partner Referral . Create the following class in your organization.

• In the Quick Find box, type Apex Classes .
• Click on the New button .
• Copy code from GitHub and paste it into your Apex Class.
• Click Save.

Step 3.1: Salesforce Flow – Define Flow Properties for Before-Save Flow

• In the Quick Find box, type Flows .
• Select Flows then click on the New Flow .
• How do you want to start building : Freeform
• Object : Lead
• Trigger the Flow When : A record is created or updated
• Condition Requirements: None
• Optimize the Flow For : Fast Field Updates
• Click Done .

Step 3.2: Salesforce Flow – Using Decision Element to Check the Lead Source

Now we will use the Decision element to check the lead source to ensure that it is equal to Partner Referral.

• Under Toolbox , select Element .
• Drag-and-drop Decision element onto the Flow designer.
• Enter a name in the Label field; the API Name will auto-populate.
• Under Outcome Details , enter the Label the API Name will auto-populate.
• Resource: {!$Record.LeadSource}
• Operator: Equals
• Value: Partner Referral
• When to Execute Outcome : Only if the record that triggered the flow to run is updated to meet the condition requirements

Step 3.3: Salesforce Flow – Adding an Assignment Element to Update Rating and Status

• Drag-and-drop the Assignment Element element onto the Flow designer.
• Enter a name in the Label field- the API Name will auto-populate.
• Field: {!$Record.Rating}
• Add Condition
• Field: {!$Record.Status}
• Value: Working – Contacted

• Click Save .
• Enter Flow Label the API Name will auto-populate.
• Click Show Advanced .
• API Version for Running the Flow : 53
• Interview Label : Record-Trigger: Lead Before Save {!$Flow.CurrentDateTime}

Step 4.1: Salesforce Flow – Define Flow Properties for After-Save Flow

• Field : Lead Source
• Operator: Euqals
• Optimize the Flow For : Action and Related Records

Step 4.2: Salesforce Flow – Add Scheduled Paths

• Under SCHEDULED PATHS , click on the New Scheduled Path .
• Under Scheduled Path Details , enter the Label the API Name will auto-populate.
• Time Source : Lead: Last Modified Date
• Offset Number : 1
• Offset Options : Minutes After

Step 4.3: Salesforce Flow – Adding an Action to Call Apex class to Trigger Lead Assignment Rule

• Drag-and-drop the Actions element onto the Flow designer.
• Select the AssignLeadsUsingAssignmentRules Apex class.
• Field: LeadIds
• Value: {!$Record.Id}

• Interview Label : Record-Trigger: Lead After Save {!$Flow.CurrentDateTime}

Proof of Concept

Now onward, if a business user updates the Lead Source to Partner Referral , Process Builder will automatically update Status , Type , and Assign it to the right user or queue based on the lead assignment rule.

Monitor Your Schedule Flow

To monitor Flows that are scheduled, navigate to the following path:

• Navigate to Setup (Gear Icon) | Environments | Monitoring | Time-Based Workflow .

• Use the Delete button to delete the time-based Flow job from the queue.

Formative Assessment:

I want to hear from you! What is one thing you learned from this post?  How do you envision applying this new knowledge in the real world? Let me know by Tweeting me at @automationchamp , or find me on LinkedIn.

Submit Query!

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8 thoughts on “ running lead assignment rules from salesforce flow ”.

I found that this ran repeatedly, every minute, over and over again. Was easy to spot because I modified the Apex to include sending the user notification email as well – so I was getting notification email every minute when testing.

When I updated the ‘Time Source’ in the flow scheduled path from ‘Time Source: Lead: Last Modified Date’ to ‘Time Source: When Lead is Created or Updated’ that seems to have solved the problem.

Was curious if you had the same experience or if there was some other nuance happening.

It also looks like you had originally intended to use a decision element in step 4.3 but changed that to flow entry requirements, likely because the scheduled path can’t assess the prior and current values the same way the starting node can.

Thank you for sharing your valuable feedback. I have a quick question for you: When executing the Apex class, do you utilize a Record-triggered Flow or a Scheduled-triggered Flow?

after the apex class fires, noticed the lead owner is assigned to default lead owner, instead of using lead assignment rule. Any clue?

Thank you for an excellent tutorial 🙂 you solved my problem! Very much appreciated

Anyone getting issues with an error on mass updates “Apex error occurred: System.QueryException: List has more than 1 row for assignment to SObject “? if each one is called individually, I don’t understand how there is more than 1 row for assignment. Sometimes I get an email with this error only to see that the trigger actually worked for the specified record so a bit odd. Thanks!

Thank you for the great tutorial. Why add the 1 minute wait? Is that just to take avoid too much synchronous automation? Or is it required for another reason?

You’re right Kevin (to make the process asynchronous).

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Chapter 11 - Sales Cloud >

• Lead Assignment Rules in Salesforce
• What is Sales Cloud in Salesforce?
• Accounts in Salesforce
• Campaign Management in Salesforce
• Contacts in Salesforce
• Salesforce Lead and Lead Processes
• Lead Conversion in Salesforce
• Opportunities in Salesforce
• Products and Pricebooks in Salesforce
• Quotes in Salesforce

What You’ll Learn

Effective lead management in Salesforce’s changing environment is essential for boosting sales. They are automated processes within Salesforce that determine how newly created leads are assigned to users or queues. Lead assignment rules in Salesforce are essential for making sure that leads are managed and dispersed in your company correctly.

This technical blog will walk readers through the nuances of Salesforce’s lead assignment rules, look at actual cases, and comprehend the significant advantages they provide.

What are Lead Assignment Rules?

Salesforce Lead Assignment Rules are used to automatically assign lead records to a particular user or queue based on different conditions. It can contain many rule entries that determine the assignee of a lead. Rule entry specifies the following:

• Sort Order, which determines the order of evaluation of rule entries.
• Entry criteria determine which rule entry the response will be sent through.
• Name of the user/queue to which the record should be assigned.
• An email template will be used to send the response.

We can create as many assignment rules as we want, but only one can be active at a time. “Don’t Reassign Owner” determines if the user whose process stack is in use becomes the owner of the rule entity or if it remains owned by its creator user.

Example Scenario

Source-Based Assignment –  Leads originating from the company’s website forms are assigned to the inside sales team. These leads are automatically directed to the relevant representatives based on the web form source, ensuring a quick response.

Territory-Based Assignment –  For leads generated from trade shows, assignment rules are configured to assign them to the field sales representatives responsible for the respective geographic territories. This ensures that local representatives handle leads effectively.

Round-Robin Assignment –  Marketing campaigns yield a large volume of leads. To distribute these leads equitably, the organization uses round-robin assignment rules. Leads are systematically rotated among the sales representatives, ensuring a fair distribution of opportunities.

How to Create Salesforce Lead Assignment Rules? 

Creating lead and case assignment rules in Salesforce is a relatively straightforward process. 

Step 1: After logging in, go to the horizontal navigation bar’s upper right corner and choose Setup.

Step 2: Type “assignment rules” into the Setup search box, then choose Lead Assignment Rules.

Step 3: To add a new assignment rule, select New.

Step 4 : Enter a name in the Rule Name box and Click Save when finished.

Step 5: To specify your rule criteria, click open your newly generated rule and choose New in the Rule Entries.

Here, the “Enter the rule entry” window requires you to enter an Order for your new rule (the Order is the order in which the entry is processed, like a queue).

Next, you need to determine whether your new rule is based on meeting a set of criteria or a formula. In the “Run this rule if the” dropdown box, select either “criteria are met” or “formula evaluates to true.”

Lastly, select the user or queue to whom your rule will assign your new lead (use the lookup feature to find specific users or a queue)

Step 6: After completing these steps, select Save.

Benefits of Lead Assignment Rules

Implementing lead assignment rules in Salesforce provides several key benefits:

• Leads are automatically routed to the most suitable representatives or teams, reducing manual assignment efforts.
• It is used to assign the owner to a lead record, which is stored from Web-to-Lead. But while creating lead records manually, the ‘Assign using active assignment rule’ option is visible, which lets the owner be assigned as per the criteria defined in the assignment rule. The owner will be the creator of the record.
• With source-based rules, organizations can ensure that leads are promptly attended to, resulting in faster response times and increased lead-to-opportunity conversion rates.
• Territory-based rules allow organizations to align leads with representatives who have in-depth knowledge of specific regions, increasing the chances of successful conversions.
• Round-robin assignment rules prevent the overload of leads on a single representative and ensure that all sales team members have an equitable opportunity to engage with potential customers.
• Automation reduces the likelihood of manual errors in lead assignment, ensuring that no lead is overlooked.

Lead assignment rules in Salesforce are potent tools for optimizing lead management. Whether it’s routing leads by their source, assigning them to the proper territory, or equitably distributing them among your sales team, these rules streamline the process and enhance efficiency.

By understanding the principles of lead assignment rules and harnessing their capabilities, organizations can ensure that no lead goes unattended, resulting in increased conversion rates and driving sales success.

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Set the option 'Assign using active assignment rules' to true, only when a Case or Lead is created

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