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Topics#Sales And MarketingFrage von Miika Groden
Miika Groden (Datadog) fragte in #Sales And Marketing
7. Juli 2014, 20:09

How can I make a lead assignment rule that changes lead owner from a user to a queue after the lead has been open in their name for 5 days?

Essentially, our distribution engine randomly assigns leads. I want to have a rule set up so that if the lead is still open 5 days after the lead is put into their name, it is assign back to the round robin queue and redistributed among the team. 

 

Any thought on how I can do this?

 

I tried to make one with a "last distributed date field" but you have to select specific calander date instead of something like "5 Days Ago."
3 Antworten
  1. Deepak K Anand (‎‎‎‎‎‎Zoom Communications, Inc.)
    7. Juli 2014, 20:36
    Miika,

     

    Not sure how you will describe the term 'Open' but here is my thought - On the Lead object there are two fields which can be looked upon in order to track it. They are:

    1. Unread By Owner [ API Name :

      IsUnreadByOwner]

      • This field is checked as and when a Lead is created . The moment the new Owner opens the Lead record in the Full Site(remember that this is not applicable in Salesforce 1) it becomes un-checked .

    2. Last Activity Date [ API Name :

      LastActivityDate]

      • Last Activity shows when someone in your organization last did something related to the record. It represents one of the following:

        • The latest Due Date of the completed tasks on a record

        • The latest Date of events on a record

    So in essence we can look at these two fields and then setup a Workflow Rule + Time Triggered Field Update to route the Owner back to the Queue. But in order to do this, you will need to be atleast on the Enteprise Edition of the Sales Cloud.

     

    The idea is this: The Workflow Rule will be evaluated every time the record is edited. And then the Workflow Rule will see if the record matches a set of criterias :

     

    Was the Owner previously a non-user and now a Queue AND
    (
        UnreadyByOwner is TRUE OR
        LastActivityDate is NULL
    )

    If all this are met then it will create a Field Update and the peculiarity of this Field Update is that it will not run instantly rather it will be queued to Run After 5 Days. On the 5th Day, the conditions will again be evaluated and if it is still holds TRUE then the Field Update will run and the Owner will routed back to the Queue.

     

    Also note before the 5th day, say on the 3rd if the User either opens the Lead or if an Activity gets logged then the Field Update will automatically be removed from the Queue.

     

    You can read this - http://help.salesforce.com/apex/HTViewHelpDoc?id=creating_workflow_rules.htm to learn more about Workflow Rules and it's associated topics.
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