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Getting Started with Lead Assignment Rules in Salesforce

Or Goldenberg

Lead Assignment Rules in Salesforce are a powerful tool that allow your GTM (Go-To-Market) teams to automate the process of generating leads and assigning them to the most suitable sales representatives based on specific criteria. Managing and assigning leads becomes key, particularly when dealing with high daily volumes and considering the priority of leads based on various factors. And, as we all know, speed to lead is crucial : if you waste even one minute, your conversion plummets by a shocking 391%.

Ideally, your organization should employ different lead assignment rules tailored to your go-to-market strategies and motions. For instance, the assignment rules for leads generated from a demo request on your website may differ from those for leads obtained through downloading an ebook.

A lead assignment rule consists of a prioritized set of rule entries that dictate how leads are assigned throughout your go-to-market motions, either to a specific user or to a Salesforce Queue. These rules are automatically triggered when leads are created and can also be applied to existing records.

However, there is one significant constraint with Salesforce assignment rules: only one can be active at any given time. This means that as your business scales and you implement multiple business processes, you'll need to consolidate all the complex logic into a single comprehensive assignment rule with multiple rule entries. As you can imagine, managing, maintaining, and updating such an operation can become increasingly challenging over time.

Salesforce Lead Assignment Rules Examples

  • Leads from Enterprise Accounts with ARR greater than $200M are assigned to Enterprise SDR Queue.
  • Leads from accounts with ARR greater than $50M (and less than $200M) are assigned to Mid Market SDR Queue.
  • Leads reaching Nurture Lead Status are directed to SDR 1.
  • Irrelevant leads with a ‘gmail.com’ domain are routed to a dummy user and disregarded.
  • Distribute leads to reps based on their respective sales territories.

Salesforce Lead Assignment Rules: A step-by-step guide

Here is a step-by-step guide to help you set up Salesforce Lead Assignment Rules in keeping with your business needs and sales strategies.

Step 1: Log in to Salesforce:

Access your Salesforce account using your credentials.

Step 2: Navigate to Setup:

Click on the gear icon in the screen's upper-right corner to access the Setup menu.

Step 3: Access Lead Assignment Rules:

In the Setup menu, search for "Lead Assignment Rules" in the Quick Find box. Click on "Lead Assignment Rules" under the "Leads" section.

Step 4: Create a New Rule:

Click on the "New Lead Assignment Rule" button to create a new rule.

Step 5: Define Rule Entry Criteria:

Enter a suitable name for the rule and specify the rule's entry criteria.

You can decide whether to write a formula or build a prioritized set of rule entry criteria. The logic you define determines the conditions that need to be met for the rule to trigger.

Step 6: Specify Rule Assignments:

Choose the desired assignment method for your leads. Salesforce provides different assignment options, such as assigning leads to Queues or specific users. Select the appropriate option based on your business requirements, and (optionally) choose an email template to be sent to the new owner of the lead.

Step 7: Save and Activate the Rule:

Once you have configured all the necessary settings, click the "Save" button to save the lead assignment rule. After saving, activate the rule to make it operational.

Step 8: Test and Validate:

It is essential to test the rule and ensure that leads are being assigned as expected. Create test leads and verify their assignments based on the defined criteria. Make any necessary adjustments or refinements to the rule if required.

Salesforce editions and permissions for Lead Assignment Rules

After gaining an understanding of how lead assignment rules can benefit your business and determining their suitability, you may wonder, "Do I have the appropriate Salesforce edition?" The short answer is, “Yes.” Salesforce has now made this feature available in every edition.

In terms of user permissions, certain requirements must be met to view and edit lead assignment rules in Salesforce. Users must have the "Manage Leads" permission and the ability to "View Setup and Configuration" in order to access lead assignment rules. For editing purposes, users need the "Customize Application" permission along with either the "Modify All Data" or "Modify Leads" permission. If you are unable to locate this section in Salesforce or encounter difficulties with viewing or editing assignment rules, reach out to your Salesforce administrator to verify that you have the necessary permissions in place.

Assignment rules limits and challenges

Salesforce Lead Assignment Rules, while suitable for small teams with straightforward rules, come with significant limitations that can hinder efficiency for larger teams. These limitations become more apparent as the volume of leads increases and more complex use cases arise.

One major drawback is the stringent limits imposed by Salesforce on the number of rules, entries, and actions allowed per rule. These limits are illustrated in the following table:

Limits in Salesforce

However, there are additional factors to consider when utilizing assignment rules in Salesforce. It is crucial to be aware of the following challenges before embarking on building your entire logic using Salesforce's native functionality:

  • Limited to Leads and Cases: Assignment rules only apply to the lead and case objects. While this may suffice for simple and initial use cases, it falls short when implementing ABM (Account Based Marketing) strategy or when the need to route Opportunities arises.
  • Complex QA and Audit: Salesforce's native functionality lacks versioning or debugging tools, making testing and troubleshooting assignments a laborious task. Additionally, there is no built-in record of why a lead was assigned in a particular way, further complicating the auditing process.
  • Limited Assignment Options: When using assignment rules, you can only assign a Lead record to a specific user or a Salesforce Queue. Managing more intricate assignments, such as round-robin distribution, becomes challenging and costly to implement within the confines of assignment rules.
  • Single Active Rule: As mentioned previously, Salesforce restricts the use of only one active lead assignment rule at a time. This means that despite having multiple processes with distinct underlying logic, you are forced to consolidate them into a single, busy rule, making management and updates cumbersome.

Considering these challenges, it becomes evident that relying solely on assignment rules may not provide the flexibility and functionality required for more complex lead management scenarios.

How Sweep Simplifies Salesforce Lead Assignment

Although assignment rules in Salesforce offer a powerful solution with a short learning curve, we recognize that the drawbacks can become a significant pain point as businesses grow and the native Salesforce tools may not fully support your team's needs.

To address these challenges, we have developed Sweep's Assignment tool, a visual no-code solution designed to simplify the implementation of assignment logic within Salesforce. This empowers organizations to build their go-to-market motions while maximizing assignment efficiency. The benefits of using Sweep's Assignment capabilities include:

  • Assigning any object: From Opportunities to Accounts & Contacts and custom objects, you can apply assignment logic across various Salesforce objects.
  • Achieving full visibility: Gain a comprehensive understanding of your business processes and easily track where assignments are taking place.
  • Managing round-robin groups: Distribute leads equally among sales representatives using round-robin assignment to ensure fairness, or add weights to better control assignments between reps.
  • Simplifying territory management and assignment: Streamline the process of managing territories and assigning leads based on specific territories.
  • End-to-end lead routing capabilities: Enhance the lead routing process with advanced features such as Lead Deduplication and Lead-to-Account Matching, ensuring that leads always receive a seamless buying experience.

If you have any questions or would like to learn more about how Sweep Assignment can assist your business as it scales, please don't hesitate to contact me at [email protected]. I would be delighted to show you around or provide further insights into Salesforce Lead Assignment Rules.

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How to use Salesforce lead assignment rules

When your organization gets to the point that you have a) leads coming in on a regular basis and b) multiple sales reps, you quickly realize you need a way to divide up those leads among your reps. If you're using Salesforce, you may have noticed a built-in feature called Lead Assignment Rules. Sounds perfect, right? Sort of. We'll walk you through it.

Here's our agenda:

  • The basics of lead assignment rules

Matching and assigning with rule entries

  • Issues and challenges with lead assignment rules

The basics of lead assignment rules in Salesforce

Let's take a look at lead assignment rules in Salesforce. Go to your Salesforce org's Setup section and search for "lead assignment" in the Quick Find box. You'll find these buried under Feature Settings > Marketing > Lead Assignment Rules. If you don't see it, make sure you have permissions for "View Setup and Configuration" and "Customize Application".

Salesforce lead assignment rule editor

  • Unique names - Every lead assignment rule has a unique name [1].
  • A lead assignment rule is really a list of "rule entries" - Salesforce calls each of the individual rules in the list a "rule entry" [2]. Each rule entry allows you to say something along the lines of: "if a lead meets these criteria, assign it to this user (or queue - more on that in a moment)".
  • Rule entry order matters - The list of rule entries [2] is processed in a specific order you define. Salesforce will process each rule entry until it finds a match. Once it finds a match, it will assign the lead based on how the rule entry is configured.
  • Only one active rule at a time - You can only have one lead assignment rule set to active [3].

Now that we've got a decent idea about what a lead assignment rule looks like, let's dive into rule entries.

Every rule entry has three parts:

  • Order - This is a number that indicates where the entry exists in the list. Rule entries are evaluated starting at 1 and then processing until one of the rules matches.
  • Matching Criteria - Leads are compared to the matching criteria for each rule to determine if the lead matches. The first rule that matches is used to determine assignment.
  • Assignment - This tells Salesforce what you want to do once a lead has matched the matching criteria. Usually, you'll tell Salesforce to assign it to a user or a queue.

Order is pretty straightforward. The complexity really lies in matching criteria and assignment. let's spend some time on those.

Matching criteria

There are two types of matching criteria: filter criteria and formulas. You'll probably use filter criteria the most, so let's start with that one:

Salesforce lead assignment rule entry with filter criteria

One key limitation is that you can only configure criteria using fields from the lead, the current user, and the campaign associated with the lead.

Here's what it looks like to create a formula rule entry:

Salesforce lead assignment rule entry with formula

hbspt.cta._relativeUrls=true;hbspt.cta.load(8216850, 'e84fc167-06c5-4b7b-bb34-42ccff0e2db4', {"useNewLoader":"true","region":"na1"});

Let's go back to the rule entry screen and focus on the assignment section:

Salesforce lead assignment rule user and queue assignment

So, what's the difference between a user and a queue?

  • User - In business terms, this is a particular sales rep who will be responsible for managing the lead. In technical terms, this is an active Salesforce user configured in your Salesforce org.
  • Queue - A Queue is a list of records (usually Leads, but not always) that are accessible to a specific group of users. Each of those users can take ownership of a record from the queue, removing it for the others. When you assign ownership of a Lead to a Queue, you're effectively making it first-come, first-serve for a group of users. This is not the same as a "round-robin" assignment where you assign the Lead to one person from a list of users.

There's one last thing to know about assigning ownership. Note the checkbox labeled "Do not Reassign Owner"[3]. This controls what happens when a lead is updated and matches the criteria. If this is checked, the assignment will essentially be ignored. Use this to prevent toggling users back and forth.

The last field, "Email Template" [4] allows you to specify a particular email template to use for notifying the new assignee when the assignment is complete.

Issues and challenges

Lead Assignment Rules are a reasonable choice for a small team with simple rules. They work and the only cost to you is the administrative overhead of creating and maintaining them. Unfortunately, they're extremely limited and don't cover many common use cases. They also become very brittle as your team size and lead velocity increase. Here are a few common issues and challenges:

  • Leads only - They only apply to the Lead object (there are Case Assignment Rules for Cases, but that's it). This may make them a poor fit for your sales process if you need to do lead-to-account matching or you're pursuing an account-based strategy . If you need to assign other things besides Leads, you'll need to try a more flexible automation solution like Flow .
  • Hard to test - Unlike Process Builder or Flow, your Lead Assignment Rules don't provide any form of versioning or debugging so it's hard to test them without just doing it live.
  • Hard to audit  - There's no record of  why a lead was assigned in a particular way. You'll have to go look through your rule entries to figure it out. This can quickly get painful as the number of rules increases.
  • One rule at a time - If your company has very different rules for different leads (e.g. from different campaign sources or applicable to different product lines), it can be very challenging to craft your rule entries in a way that handles more than one lead routing flow.
  • No round-robin - It's technically possible to do a very poor version of round-robin with Lead Assignment Rules, we don't recommend it. It's extremely brittle and will break without lots of maintenance.

Where to go from here?

If you've got a small team with simple processes, give Salesforce lead assignment rules a try; they may give you just what you need. If you find yourself needing to assign other objects besides Leads, perform round-robin rep assignments or maintain a full audit trail, you might want to consider Gradient Works.

Hayes Davis

Hayes Davis

Hayes Davis is co-founder of Gradient Works. Previously, Hayes was SVP of Revenue Operations at Cision, where he ran a global team of 50 supporting nearly 600 sellers. He was also co-founder and CEO of Union Metrics until its successful acquisition by TrendKite in 2018. Hayes has a background in computer science.

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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.

Salesforce-Admin-Job-CTA

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. 

  • After logging in, go to the horizontal navigation bar’s upper right corner and choose Setup.
  • Type “assignment rules” into the Setup search box, then choose Lead Assignment Rules.
  • To add a new assignment rule, select New.
  • Enter a name in the Rule Name box and Click Save when finished.
  • 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)
  • After completing these steps, select Save.

Salesforce-Profile-CTA

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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How to Create Lead Queues in Salesforce for Lead Distribution

by Jen Contino | Mar 9, 2022 | Administrator , Marketing , Pardot , Sales Cloud , Salesforce , Salesforce Blog , Setup & Optimization

Queues help your teams manage leads, cases, service contracts, and custom objects. Records can be placed in a queue manually or through an automatic case or lead assignment rule, and the records will remain there until they’re assigned to a user or taken by one of the queue members. Any queue member or users above them in the role hierarchy can take ownership of the records in a queue. In this article we’ll walk you through the following:

  • How to create a lead queue in Salesforce.
  • How to add or remove visibility to the queue.
  • How to create a Lead Assignment Rule.
  • How to send web-to-lead conversions to the lead queue.
  • How to send Pardot form completions to the lead queue.

Lead Queues in Salesforce

Lead queues are where you place your unassigned leads for assignment to your sales teams. When adding leads to the queue you’ll have two options, you can either manually add them or use an assignment rule. If you’re using Pardot, you can use a completion action from a form, but we’ll get more into that later. You can create a shared queue of leads. It’s a special type of list view that you can share with users, groups, and roles. When you create a queue it automatically creates a list view in your org. The queue and its list views have visibility settings that allow you to determine who you share them with.

Before You Get Started with Lead Queues

Permissions Needed: Editions: Classic, Enterprise, Performance, Unlimited, and Developer Editions Permissions Needed: Create and Change Queues, Customize Application, and Manage Public List Views Change Lead List View Visibility: Read on leads and create and customize list views

  • You can’t edit list views in Lightning Experience.
  • You can set the visibility settings by profiles, roles, or users.

How to build a lead queue in Salesforce (Steps)

  • Navigate to Setup, enter ‘Queues’ in the Quick Find box, and then select Queues .
  • Click on the ‘New’ button to create a new lead queue.

How to build a lead queue in Salesforce

On the queue detail page, under Queue Members, add the users you want to pass leads to. Once you’ve added your queue members, click ‘save’. Upon saving, a list view will be created.

Sharing settings on the list view: To find the list view, navigate over to your lead object, then from your views drop-down list, select the list view with the same name as the queue you just created and edit. Here you’ll want to set your visibility preferences. You can decide where you want to share this list with only yourself, all users, or if you want to share with a specific group of users.

How to build a lead queue in Salesforce

How to Create a Lead Assignment Rule

A lead assignment rule is a set of criteria that can either assign a lead to a specific user or a queue. In this case, we’re going to set up a lead assignment rule to assign leads to a lead queue. Here’s how to set up a lead assignment rule:

  • Navigate to Setup, enter ‘Assignment Rule’ in the Quick Find box, and then select ‘Lead Assignment Rules’.
  • Click ‘New’ to create a new rule. You’ll see a window like the one below, start by naming your rule.

How to Create a Lead Assignment Rule

The Anatomy of the Automation Rule

  • Sort Order: This determines the order in which the rule is processed, so this would be numeric 1,2,3, and so on. Salesforce will start with rule 1, if the criteria don’t match it will move onto rule 2, and then 3, and so on. If there is no match then the lead will be assigned based on the default lead owner. We’ll set this up in the next step.
  • Criteria: These are the conditions the lead must match in order to be assigned to the lead owner indicated on this specific automation rule. You could use criteria here such as region, company size, or even revenue size.
  • User: Finally, you’ll enter the user that you want the lead to be assigned to based on the criteria you set above.

Once you save your automation rule, don’t forget to activate it.

Select a Default Lead Owner

You’ll want to go ahead and set up a default lead owner. If for some reason your lead is not assigned, this setting assigns the lead to a specific person. Here’s how to do it.

  • Navigate to Setup, enter ‘Marketing’ in the Quick Find box, and then select ‘Lead Settings’.
  • Under the lead queue settings, you’ll search for the user you want to select as your default lead owner, select, and hit save.

How to send web-to-lead form completions to your queue

If you’re capturing web leads via a Salesforce web-to-lead form you’ll likely want to assign those leads using your new lead queue. Here’s how to do it.

  • When you create your web to lead form, you can set the value in the “Lead Source’ field with a specific value such as ‘Website’. You’d want this field to be hidden so your users don’t see it.
  • When you set up your lead assignment rule, make sure the lead source field is equal to ‘Website’, then those leads will enter into the lead queue.

How to send Pardot form completions to a lead queue

If you’re using Pardot forms on your website and want to add leads to the queue from the form, it’s very straightforward. You’ll need to add a completion action to the form. Select ‘Assign to Queue’ then select your queue.

send-Pardot-form-completions-to-a-lead-queue

If you don’t see the queue then you’ll need to connect it from Pardot to Salesforce. Navigate to Pardot Settings > Users > Then on the top right click ‘View Queues’. Here you can add your queue and connect it to Salesforce, which will make it available on the completion action of the form.

We hope this article was helpful for you to learn to create a lead assignment rule and send leads from salesforce and Pardot forms. Feel free to reach out if you have any questions.

Jennifer Contino

Jennifer Contino

Director of Marketing

Jen, our director of marketing comes to us with over a decade of marketing experience and nearly a decade within the Salesforce ecosystem. She’s known for her work with Pardot, creativity within the digital marketing space, and passion for marketing and the power of Pardot and Salesforce together.

About Roycon We’re an Austin-based Salesforce Consulting Partner , with a passion and belief that the Salesforce platform’s capabilities can help businesses run more efficiently and effectively. Whether you are just getting started with Salesforce or looking to realize its full potential, Roycon specializes in Salesforce Implementations , Salesforce Ongoing Support , and Salesforce Integrations , and Development . We’re the certified partner to guide the way to increase Salesforce Adoption , make strategic decisions, and build your Salesforce Roadmap for success.

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Running Lead Assignment Rules From Salesforce Flow

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):

salesforce lead assignment rules queue

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:

salesforce lead assignment rules queue

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.

salesforce lead assignment rules queue

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 .

salesforce lead assignment rules queue

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

salesforce lead assignment rules queue

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

salesforce lead assignment rules queue

  • 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}

salesforce lead assignment rules queue

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

salesforce lead assignment rules queue

Step 4.2: Salesforce Flow – Add Scheduled Paths

salesforce lead assignment rules queue

  • 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

salesforce lead assignment rules queue

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}

salesforce lead assignment rules queue

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

salesforce lead assignment rules queue

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.

salesforce lead assignment rules queue

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 .

salesforce lead assignment rules queue

  • 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.

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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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Auto-assignment Rules Assign Leads and Cases to the Wrong User or Queue

Auto-assignment rules are assigning Leads or Cases to the wrong user or queue.

If auto-assignment rules are assigning records to the wrong user or queue, it’s possible that there are extra commas that must be removed. For example: Lead: State | equals | ,CA,NY,FL,SC assign to user1 Or Lead: State | equals | CA,NY,FL,SC, assign to user 1 Notice in the previous examples that there’s a comma before and after the string of values. Values before and after the comma symbols are considered as any value and will be assigned to user 1. These criteria examples result in grabbing all records with ANY data populated in the state field and assign them to user1, thus ignoring all subsequent rules. Remove any additional commas, run a test to see if the assignment rule is working correctly by following the directions below:

  • Open any Lead or Case record and click Edit .
  • Scroll down to the bottom of the page to the 'Optional' section.
  • Select Assign using active assignment rules .
  • Click Save.

If the assignment rule is working correctly, it will then assign the case or lead to the appropriate user or queue.

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About 15 mins

Create Case Queues

Create a case assignment rule, test the case assignment rule.

  • Challenge +100 points

Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

Setup Icon

  • From Service Setup, enter Queues in the Quick Find box and select Queues .
  • Label: Product Support Tier 1
  • Queue email: [email protected]
  • Supported Objects: select Case and click Add .
  • Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
  • Click Save .
  • Label:   Product Support Tier 2
  • Queue email: [email protected]

Add Queue Members

Now, create the Inquiry queue for inquiry cases.

  • From the Queues page, click New .
  • Label: Inquiry
  • Queue Email: [email protected]
  • Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

  • From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
  • Rule Name: Standard Case Assignment
  • Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

  • Click the Standard Case Assignment link.

Create and customize a Case Assignment Rule by entering the rule details.

  • Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

  • Enter Support Settings in the Quick Find box and select Support Settings .
  • Click Edit .

Rename the Automated Case User to System

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

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  • Click the Contacts tab.
  • Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
  • In the Cases   related list, click New .
  • Select a record type: Product Support .
  • Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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salesforce lead assignment rules queue

How to Re-run Salesforce Lead Assignment Rules: Flows & Apex

Salesforce Lead assignment rules ensure Leads are assigned to the appropriate user or queue for follow up. They also liberate marketers from trying to maintain sales territory logic within their Marketing Automation Platform (MAP).

>> Related: How to Build a SLA Alert in Salesforce <<

When a new Lead is created, Salesforce will use logic you’ve configured to assign the record to the appropriate user or queue. But what if you need to re-run that logic on existing records ?

In this post:

Re-running Lead Assignments for just a few Leads

If you only need to do this for a single Lead record, the solution is simple.  Edit the record and select the optional “ Assign using active assignment rule “ checkbox.

Edit Lead Screenshot with Assign box checked

If you need to do a one-time batch reassignment of a number of records, export the relevant Lead Ids.  Then use the Apex Data Loader to trigger assignment rules to fire. You can grab the ID of the appropriate Lead Assignment Rule from the URL bar when viewing the rule in Setup. It will always start with the prefix “01Q” .

Assignment Rule Id from URL bar

But you may want to automatically re-run Salesforce Lead Assignments

But you may want to re-run assignment rules automatically under certain conditions. For example:  you may assign Leads under a certain Lead Score to a Queue.  When the Lead Score increases over the threshold, you then want to re-run assignment rules to assign to an inside sales rep for follow up.

To do this, we combine Flow and an Apex Invocable method. We take advantage of the power of Apex with the flexibility to declaratively (clicks, not code!) control the logic of when to re-run the assignment rules, without having to edit any code.

Using Apex for Salesforce Lead Assignment Rules

Let’s start with the code.

Since we’re writing code here, we’ll need to start in a sandbox org first before deploying to production. You’re smart and already knew that you’d NEVER make changes in production without first testing in a sandbox ( right?! ), but in this case, Salesforce doesn’t trust you either way and forces you to write your code in a sandbox org before moving to production.

We’ll be creating an Apex class with a single method with the @InvocableMethod annotation, which allows us to call our Apex from within a Flow. The method accepts a single parameter (a list of the Lead Ids to be assigned) that you’ll pass into the method from your Flow.

That’s it. Just those four lines are all you need in your code. The logic for firing the assignment rules will be configured in one or more Flows.

Now, in order to actually deploy this to your production org, you’ll also need to create a test class to cover your code and ensure that it functions as expected in your environment. A sample test class might look like this (but this is extremely basic):

Work with a developer to ensure you’re accounting for any requirements specific to your Salesforce instance.

Using Salesforce Flows for Lead Assignment Rules

Now we’ll create our declarative logic of when to fire the code, using a Flow.

1) Create a new Flow by searching for Flows under Setup and clicking the New Flow button in the top right. This example is for a Record-Triggered Flow , but you can design it a number of ways.

salesforce lead assignment rules queue

2) Select the Lead object for your Flow and configure the trigger for when a record is created or edited .

salesforce lead assignment rules queue

3) Then set the Entry Conditions.  In this use case, we want to re-assign Leads after they meet a certain Lead Score. Select “custom condition logic is met. ” Set the condition that the Lead Score is greater than or equal to 100.

Under the “When to Run the Flow for Updated Records” section, select the option to only execute when a record is updated to meet the condition requirements . This means we’ll only execute the actions if the record previously did not meet the criteria, but now does after being updated.

salesforce lead assignment rules queue

4) Without getting into too much detail, because of Triggers and Order of Execution , we can’t call our code in an immediate action. Instead, we’ll create a scheduled path to call our Apex method.

salesforce lead assignment rules queue

In this case, we want the logic to execute ASAP, so we’ll set the schedule for 0 minutes from now.

salesforce lead assignment rules queue

5) Once saved, we can create a new action. Click to Add a New Element , and select an Action type. Give your action a name, and select the Apex class you created earlier. Set the Apex Variables leadIds using the Field Reference of the Lead Id that started the process.

salesforce lead assignment rules queue

6) After saving, your Flow looks like this:

salesforce lead assignment rules queue

Activate your flow, test in your sandbox, and deploy to your production org. Since the code is fired under a scheduled action, there is a slight delay before the reassignment happens. In my experience, it’s usually <2 minutes, but you can monitor this under Setup > Flows and viewing the Paused and Waiting Interviews section.

Scheduled Action Monitoring

The nice part about this approach is that if your requirements change – for example if your Lead Score threshold changes to 150 instead of 100 – you can change the logic in your Flow (Step 3) without having to touch any code.

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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. 

lead-assignment-ruleset-visual

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.

lead-assignment-rules-criteria

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

sample-lead-assignment-rules

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

salesforce-lead-assignment-rules-example

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

leandata-routing-assignment-flow

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 .”

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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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ï»żHow to Create Assignment Rules in Salesforce

Assignment rules are a great instrument to better organize your sales and support teams’ work.

Using assignment rules you can automate the process of assigning owners to Leads and Cases. 

Assignment rules description

There are two types of assignment rules in Salesforce: Lead Assignment Rules and Case Assignment Rules.

To better understand Salesforce terminology we’ll give you a short definition of what is a Lead and what is a  Case in Salesforce.

Lead – prospect, someone interested in your product or service, but not yet ready to buy.

Case – customer’s question, complaint, or suggestion about your product or service.

Assignment rules can help you to automatically deliver specific Cases to the right people in the team who are specialized in a certain area so that the customers receive timely and qualified responses.

It also enables you to sort cases by priority according to the customer’s support package (Platinum, Silver, etc.).

The same thing applies with lead assignment rules Salesforce – you can define which users will be assigned leads that come from your website and which users will be assigned leads that come from social media.

Assignment rules and Queue creation

Now you know what assignment rules are for, we’ll show you how to set them up.

As an example, we’ll use Case Queue and Case Assignment Rules creation in Salesforce.

To create a Case queue in Salesforce, do the following:

  • Setup -> type Queue in the Quick Find box -> enter the Name and Label. 
  • Leave the Queue Email field empty if you want the support employees included in the queue to receive emails when new cases are created or type the email addresses of the people who will receive this kind of notification.
  • Choose Case and add it to the Selected Objects column.
  • Choose members and add them to the Selected Members column -> click Save.

create a Case queue

To create a Case assignment rule do the following:

  • Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save.
  • Click on the rule you just created -> click  New in the Rule Entries section.
  • Sort Order – defines the order in which entries will be processed (entering “1” means that this entry will be processed first).
  • Select the criteria for this rule entry.
  • Choose the User to whom this rule entry will be assigned.
  • Choose the Email Template this user will receive when the new case will be assigned to him -> click Save.
  • Click Edit in the Rule Detail section -> mark this rule as Active ->click Save.

create a Case assignment rule

Don’t miss the benefits you can get from using assignment rules – give them a try on your organisation!

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6 Ways to Manage Lead Assignment in Pardot

  • Marketing Automations , Pro Tips
  • January 13, 2022

min. reading

Pardot lead assignment routing can trip up even the most experienced sales and marketing teams. 

There are so many different ways to assign your prospects within Marketing Cloud Account Engagement (Pardot). Whether you want to manually assign prospects or utilize automation rules or completion actions to assign prospects based on their activity or information, the options can seem overwhelming.  

In this post, I’ll dive into 6 different ways to manage lead assignment in Pardot and how to determine what the best option is for you. After all, cultivating interest, inspiring action, and responding to people who raise their hands is why we’re here, right?

Six Pardot Lead Routing Methods

Choosing the right lead management strategy and tools to automate the process is challenging, but it’s super important. Read on to understand what you should know to make the right choice for your organization.

 There are multiple ways to assign new leads in Pardot ranging from manual assignments to complex and automated assignments based on lead criteria or activity. 

  • Assign to User
  • Assign Prospect Via Salesforce Active Assignment Rule
  • Assign to Group
  • Assign to Queue in Salesforce
  • Assignment via Prospect list actions
  • Assign via advanced lead assignment rules in Salesforce

1. Assign to User

Assigns a prospect to the specified user when the requirements of the rule are fulfilled.

How to use it

Completion action:.

Assign to user can be set up as a completion action for your forms, form handlers, files, custom redirects, emails and page actions, by selecting “Assign to user” and selecting the user’s name from the dropdown

salesforce lead assignment rules queue

Automation Rule:

Assign prospect to user can be set up as an action within an Automation Rule. This is a great way to assign leads if you have criteria the lead needs to meet before assigning the prospect to Sales. 

For example, if you want to only assign leads to sales that meet a certain scoring threshold, use an automation rule.

salesforce lead assignment rules queue

Engagement Studio Program:

Assign to user can also be set up as an action with an Engagement Studio Program, by selecting add element > action > assign to user .

salesforce lead assignment rules queue

2. Assign Prospect via Salesforce Active Assignment Rule

Pushes a prospect to your Salesforce active assignment rule when the rule’s criteria are met (see more information on this process below). The prospect syncs to Salesforce without an owner. 

The assigned user is synced to Pardot when the active assignment rule determines who to assign it to.

To get started, review this Pardot help article: Assigning Prospects

First, you will need an active lead assignment rule setup in Salesforce. This should include all the criteria for your lead assignment as well as a default user to assign the lead to if the lead does not meet any of the criteria.

salesforce lead assignment rules queue

Assign via active Salesforce assignment rules can be set up as a completion action for your forms, form handlers, files, custom redirects, emails and page actions, by selecting “Assign prospect via Salesforce active assignment rule”.

salesforce lead assignment rules queue

Assign prospect via the Salesforce active assignment rule can be set up as an action within an Automation Rule.

salesforce lead assignment rules queue

Engagement Studio Program

Assign prospect via Salesforce active assignment rule can also be set up as an action with an Engagement Program, by selecting add element > action > assign prospect via Salesforce active assignment rule .

salesforce lead assignment rules queue

3. Assign to Group

Assigns a prospect to a user in a specific group (round robin lead assignment) when the requirements of the rule are met.

First, create a group in Pardot (Admin > User Management > Groups > Add User Group) .

Navigate to the user you should belong to the group (Admin > User Management > Users) and click Edit Groups . Select the group to add the user.

salesforce lead assignment rules queue

Assign to user can be set up as a completion action for your forms, form handlers, files, custom redirects, emails and page actions, by selecting “Assign to group” and selecting the user’s name from the dropdown

salesforce lead assignment rules queue

Assign prospect to user in group can be set up as an action within an Automation Rule.

salesforce lead assignment rules queue

Assign to group can also be set up as an action with an Engagement Program, by selecting add element > action > assign prospect to group .

salesforce lead assignment rules queue

4.  Assign to Queue in Salesforce

Assigns a prospect to the Sales Cloud lead queue when the rule’s criteria are met. Prospects assigned to a queue are considered assigned to an owner and aren’t reassigned. You can assign only leads to Sales Cloud lead queues.

First, you must have a lead queue set up in Salesforce.

salesforce lead assignment rules queue

Assign to queue can be set up as an action within an Automation Rule.

salesforce lead assignment rules queue

Assign to a queue can also be set up as an action with an Engagement Program, by selecting add element > action > assign to Salesforce queue .

salesforce lead assignment rules queue

5. Assignment via Prospect list actions

Prospects can be assigned to a User or Group via prospect list actions.

Navigate to the prospect table, select the prospects you want to assign and select one of the options from the drop down menu.

salesforce lead assignment rules queue

6.  Assign via advanced lead assignment rules in Salesforce

If you have more complex business rules, assigning leads via an app on the Salesforce AppExchange might be a good option. Most apps offer a visual way to view lead assignment rules and some advanced functionality, including auto-merging duplicate leads and lead to account matching. 

Traction Complete is a good option we’ve used before.

Lead routing in Salesforce

Here are some additional ways Sales Cloud handles lead routing.

salesforce lead assignment rules queue

Lead assignment rules

In Sales Cloud, you can set up lead assignment rules to automate the assignment of new leads to your sales team or queues based on the specified rule criteria. 

The rules will execute and evaluate in the numbered order as leads enter Sales Cloud. Each lead assignment rule consists of multiple rule entries that specify exactly how the leads or cases are assigned. When a lead matches the rule, it will be assigned to the correct person or queue. Only one lead assignment rule can be active at a time.

To get started, review this Salesforce help article: Set Up Assignment Rules

Round-robin lead assignment

The round-robin lead assignment rule in Sales Cloud helps you automate the assignment of new leads in an even way to your sales team or queues.

Here’s how the repeating round robin assignment looks if your sales team for lead assignment has 3 members:

  • Lead 1 is assigned to sales person 1
  • Lead 2 is assigned to sales person 2
  • Lead 3 is assigned to sales person 3
  • Lead 4 is assigned to sales person 1
  • Lead 5 is assigned to sales person 2
  • Lead 6 is assigned to sales person 3

To get started, review this Salesforce help article: Create a Round-Robin Lead Assignment Rule . 

Still not sure what lead assignment method is best? Run through this flow chart to see what the recommended option is for you.

salesforce lead assignment rules queue

Additional Resources

  • Salesforce Lead Assignment Rules Best Practices and Tricks
  • Lead Routing in Salesforce
  • Trailhead: Qualify and Route Leads to Your Reps
  • Trailhead: Grow Your Business with Sales Cloud
  • Trailhead: Convert and Assign Leads
  • Trailhead: Sell as a Team
  • ParDreamin’ on-demand video: Now You See Me, Now You Don’t! Lead Routing Basics for Pardot Admins
  • The Three L’s in Pardot: Lists, Location, and Lead Assignment
  • 6 Ways to Manage Lead Assignment in Pardot and How to Determine The Best Option

Complex lead routing with third-party tools

Third-party tools enable you to create complex lead routing rules that go beyond out-of-the-box Salesforce and Pardot lead routing features. Different tools serve specific purposes that may be the right fit depending on what you’re trying to accomplish.

Here are the most common ones.

LeanData is a native Salesforce lead matching and routing platform that is easy to use and customize with their visual drag-and-drop interface functionality and complex rule building.

salesforce lead assignment rules queue

RingLead is a native Salesforce lead routing, data normalization, enrichment, and duplicate managing platform.

DemandTools from Validity is a data management platform to help with importing, assigning, standardizing, manipulating, and the deduplication of your Salesforce data quickly.

salesforce lead assignment rules queue

Feel the Relief of Knowing Your Leads Are In Good Hands

Think you’re a Pardot lead routing pro now? Still have no idea where to start? Either way, tell us about it in the comments! And reach out to Sercante when you need Pardot consultant expertise for extra help and customization.

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Salesforce lead assignment rules – Salesforce Tutorials

Creating and managing salesforce lead assignment rules .

In this Salesforce tutorial we are going to learn about What is an assignment Rules , How can we create and manage Salesforce lead assignment rules, and why should we create assignment rules in Salesforce.

What is an Assignment Rule?

Assignment Rules are used to assign Leads and Cases automatically to the assigned users based on criteria. There are two types of Assignment Rules in Salesforce they are

  •  Lead Assignment Rules and
  • Case Assignment Rules.

What are Salesforce lead assignment rules?

Salesforce lead assignment rules defines the administrators to assign a lead to users and queues based on criteria. A lead can be generated either by manually or generated from the web.

What are case Assignment Rules?

Salesforce lead assignment rules defines the administrators to assign a Case to users and queues based on criteria. A Case can be generated  by manually , generated from the web to case, Email to case etc.

How to create Salesforce lead assignment rules?

Salesforce lead assignment rules

Creating and Managing Salesforce lead assignment rules are very important. Let us learn how to create lead assignment rules in Salesforce.com. To create assignment rules login Salesforce and navigate to Setup | Build | Customize | Lead | Lead Assignment Rules.

  • Click on Lead assignment rules as shown above.

Salesforce lead assignment rules

Click on New Button to create new Salesforce lead assignment rule.

Salesforce lead assignment rules

  • Enter Rule name.
  • The assignment rule must be activated as shown above.
  • Click on Save button.

There are only one standard rule in our salesforce. If we create new Assignment rule in Salesforce the first standard rule will be automatically deactivated. At a single point of time only one assignment rule is active. For a single rule there can be multiple rule entries.

Salesforce lead assignment rules

  • When creating Rule entry we have to learn about these three Order number, Criteria and Assigned to.

Salesforce lead assignment rules

How to create New Rule entries in Salesforce Lead Assignment Rules.

In Salesforce we can create many rule entries for single Assignment Rule.

Salesforce lead assignment rules

  • Click on New Button to create new Rule entry.

Salesforce lead assignment rules

  • In step 1 :- Enter Sort order as #1.
  • In Step 2 :- Enter rule criteria as shown above.
  • In Step 3 :- Select the user or queue to assign the lead.
  • Select user and Email template as shown above.

Learn how to create Email template in Salesforce.

Salesforce lead assignment rules

We have created two Rule entries with order 1 and Order 2. In this Salesforce lead assignment rules, Generated leads will be automatically assigned to the country United State and Country United Kingdom.

Conclusion :

In this Salesforce Tutorial we have learned about What is Assignment rule and How to create Salesforce lead assignment rules. Like wise case assignment rules are also similar to lead assignment rules.

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salesforce lead assignment rules queue

Assignment Rules In Salesforce 

  • March 21, 2022
  • No Comments

Author: Rishabh Dubey

Assignment rules in salesforce are used to automatically assign lead or Case to owner (User Or Queue). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.

Type of Assignment Rule 

Salesforce has provided assignment rule for 2 Standard objects only

  • Lead Assignment Rules
  • Case Assignment Rule

Lead Assignment Rule : Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard or Dataloader.

Case Assignment Rule : Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal.

Setting Up assignment Rule

  • From Setup, enter Assignment Rules in the Quick Find box, then select either Lead Assignment Rules or Case Assignment Rules .
  • Choose New , and then give the rule a name. Specify whether you want this to be the active rule for leads or cases created manually and via the web and email. Then click Save .

Note : At any Point of time there can be only one active assignment rule (One for Lead & on for Case, So if there is already an active rule and you create a new active rule for same object the new rule will be active and the previous rule will be deactivated)

  • To create the rule entries, click New . For each entry, you can specify:
  • Order : Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
  • Criteria :Specifies conditions that the lead or case must match for it to be assigned.Enter your rule criteria.

Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.

Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, “High”) ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry will be deleted automatically if the custom field is deleted.

  • User : Specifies the user or queue to which the lead or case will be assigned if it matches the condition. Users specified here cannot be marked “inactive” and they must have “Read” permission on leads or cases.
  • Do Not Reassign Owner : Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
  • Email Template : We can specifies the template to use for the email that is automatically sent to the new owner. If no template is specified, no email will be sent. When assigning a lead or case to a queue, the notification goes to the Queue Email address specified for the queue and all queue members.
  • Predefined Case Teams : Specifies the predefined case team(s) to add to a case when it matches the condition. A case team is a group of people that work together to solve cases.
  • Replace any existing predefined case teams on the case : Specifies that any existing predefined case teams on the case are replaced with the predefined case teams on the condition, when a case matches the condition.

After creating the entry, click Save , or Save & New to save the entry and create more entries.

Example: 

Requirement  :  On Account we have a Picklist field called Region, The field has 4 values AMER,LATAM,EMEA & APAC. We have below Queues in our Org

AMER Case Queue

LATAM Case Queue

EMEA Case Queue

APAC Case Queue

We want an assignment rule that will assign cases created for Account that have Region Amer to AMER Case Queue, Same for other values

Step 1. Go to Setup Search for “Case Assignment Rule”

Step 2. Click on new name the Rule “Case Assignment By Region”

Step 3. In Rule entries Section click on new fill below details

  • Sort Order =1
  • Rune this rule if the = Criteria are met (Account : Region equal AMER)
  • Queue = AMER Case Queue

Step 4 : Click on save and new and perform the same steps for rest of region

To test the Assignment rule Create a case for an Account where Region= Amer, While creating the case manually make sure to check the “Assign using active assignment rule” Check box. This can be set as default from Case Page Layout Properties.

If you are unable to see this checkbox even after enabling it from “Page Layout properties”, Please make sure that assignment rule is active.

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  1. Salesforce lead assignment rules

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  2. How To Create And Manage Assignment Rules In Salesforce

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  3. How to use Salesforce lead assignment rules

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  4. Create Case Queues and Assignment Rules Unit

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  5. How to Set up Lead Assignment Rules in Salesforce

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  6. How to Re-run Salesforce Lead Assignment Rules: Flows & Apex

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COMMENTS

  1. Salesforce Lead Assignment Rules Best Practices and Tricks

    August 02, 2021 Salesforce Lead Assignment Rules are a numbered set of distribution rules that determine which owner a Lead record should be assigned (either a specific user or to a Salesforce Queue ).

  2. Everything You Need to Know About Salesforce Queues

    Automatically: " Assignment rules " add records to a queue when they are created, based on specific record criteria. For example, a lead assignment rule can add leads from France to a "New Leads - France" queue, and leads from Germany to another user/queue.

  3. Set Up Assignment Rules

    Set Up Assignment Rules Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.Required Editions and U...

  4. What is Lead Routing, and How to Use Assignment Rules in Salesforce

    Official Documentation: Guidelines for Setting Up Web-to-Lead Get Salesforce ready to gather information from your company's website and automatically generate up to 500 new leads a day. Official Documentation: How Do I Create a Round-Robin Assignment for Leads or Cases to Users?

  5. How to Use Lead Assignment Rules with Queues in Salesforce

    1 7 views 48 minutes ago Learn how to use lead assignment rules with queues in Saleforce. 👇 Want to learn more? It's cable reimagined No DVR space limits. No long-term contract. No hidden...

  6. Create Assignment Rules for Lead Distribution

    Assignment rules allow you to automatically apply criteria to sort, queue, or act on leads. For example, use assignment rules to automatically assign lead...

  7. Create a Round Robin Lead Assignment Rule

    Lead 1 is assigned to user 1 Lead 2 is assigned to user 2 Lead 3 is assigned to user 3, then the cycle repeats Lead 4 is assigned to user 1 Lead 5 is assigned to user 2 Lead 6 is assigned to user 3, then the cycle repeats. You can set up round robin lead assignment with a few custom fields and a lead assignment rule. Create a Lead Number f+Field

  8. Getting Started with Lead Assignment Rules in Salesforce

    Access your Salesforce account using your credentials. Step 2: Navigate to Setup: Click on the gear icon in the screen's upper-right corner to access the Setup menu. Step 3: Access Lead Assignment Rules: In the Setup menu, search for "Lead Assignment Rules" in the Quick Find box. Click on "Lead Assignment Rules" under the "Leads" section.

  9. How to use Salesforce lead assignment rules

    A lead assignment rule is really a list of "rule entries" - Salesforce calls each of the individual rules in the list a "rule entry" [2]. Each rule entry allows you to say something along the lines of: "if a lead meets these criteria, assign it to this user (or queue - more on that in a moment)".

  10. Lead Assignment Rules in Salesforce: Detailed Explanation

    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.

  11. How to Create Lead Queues in Salesforce for Lead Distribution

    A lead assignment rule is a set of criteria that can either assign a lead to a specific user or a queue. In this case, we're going to set up a lead assignment rule to assign leads to a lead queue.

  12. Running Lead Assignment Rules From 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.

  13. Auto-assignment Rules Assign Leads and Cases to the Wrong ...

    Auto-assignment rules are assigning Leads or Cases to the wrong user or queue. If auto-assignment rules are assigning records to the wrong user or queue, i...

  14. Lead Assignment rules don't send email when assigned to Queue

    1 Given Lead Assignment Rules configured and active Queue is configured to Send Email to Members Email deliverability is on and members have valid emails When Assignment rules execute Assignment is to a Queue and assignment rule defines an email template Then No email is received by queue member (s) WHY? queue assignment-rules Share

  15. Guide to lead assignment rules in Salesforce

    Salesforce lead assignment rules are a set of customizable criteria used to automatically route lead records to the right user or queue. Lead assignment rules consider factors like geographic location, industry, company size, and lead source.

  16. Create Case Queues and Assignment Rules

    Select the Active checkbox to make this the active case assignment rule. Click Save. Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue. Click the Standard Case Assignment link. Under the Rule Entries, click New and enter the details. Click Save & New.

  17. How to Re-run Salesforce Lead Assignment Rules: Flows & Apex

    3) Then set the Entry Conditions. In this use case, we want to re-assign Leads after they meet a certain Lead Score. Select "custom condition logic is met." Set the condition that the Lead Score is greater than or equal to 100.. Under the "When to Run the Flow for Updated Records" section, select the option to only execute when a record is updated to meet the condition requirements.

  18. How to Use Salesforce Queues with Pardot to Reassign Qualified

    Step 1: Create a Marketing Queue in Salesforce. From Salesforce Setup, enter 'Queues' into the Quick Find box, select Queues, then click 'New' on the page that loads: Enter a label and a queue name. Our queue is called 'Marketing Queue'; upon adding the label, Salesforce automatically populates the Queue Name. Next, we need to ...

  19. What Are Lead Assignment Rules in Salesforce?

    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.

  20. ï»żHow to Create Assignment Rules in Salesforce

    To create a Case assignment rule do the following: Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save. Click on the rule you just created -> click New in the Rule Entries section. Sort Order - defines the order in which entries will be processed ...

  21. 6 Ways to Manage Lead Assignment in Pardot

    There are multiple ways to assign new leads in Pardot ranging from manual assignments to complex and automated assignments based on lead criteria or activity. Assign to User. Assign Prospect Via Salesforce Active Assignment Rule. Assign to Group. Assign to Queue in Salesforce. Assignment via Prospect list actions.

  22. Salesforce lead assignment rules

    In Salesforce we can create many rule entries for single Assignment Rule. Click on New Button to create new Rule entry. In step 1 :- Enter Sort order as #1. In Step 2 :- Enter rule criteria as shown above. In Step 3 :- Select the user or queue to assign the lead. Select user and Email template as shown above.

  23. Assignment Rules In Salesforce

    Type of Assignment Rule . Salesforce has provided assignment rule for 2 Standard objects only. Lead Assignment Rules; Case Assignment Rule; Lead Assignment Rule : Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard or Dataloader.

  24. Is there a way to mass upload lead assignment rules? : r/salesforce

    This is an unofficial (no salesforce sponsorship) forum to discuss getting certified and building on salesforce platforms (force.com, heroku, exacttarget, slack, etc.) ... Is there a way to upload the lead assignment rules from a spreadsheet or something like that? Share Add a Comment. Be the first to comment