To set Routing Preferences click on Preferences > Routing Preference.
The following screen will appear where you have to select from the various options available under the Assignment Options and Custom Groups.
Assign to Inactive Owner’s Manager allows you to assign the leads to Inactive Owner’s mapped Manager, which users/sales reps can select while creating their account in Salesforce.
Reassign Partner Leads allows you to automate reassigning the leads to another partner after a selected number of days if a partner is not accepting that lead.
Select the number of days after which a lead will get reassigned to another partner. You can select a maximum of 10 days for a lead to reassign.
Under the Routing Preferences, you will also get an option to choose the field from the user table to identify inactive or on-leave sales reps. Select the valid field and click on Save.
After you have performed all the above actions your routing preference will be set and saved
Custom Groups allow you to route the object based on the selected filter attribute from the drop-down list. This option only works when you have checked the checkbox “Route to the latest owner in the Custom Group” in the Assignment block while creating the Router.
Once you have selected the filter attribute from the drop-down list in the Custom Groups, and while creating the router you have checked the checkbox “Route to the latest owner in the Custom Group” in the Assignment block. The object will be routed based on the filter attribute value and will be mapped to the selected assignee in the Assignment block.
For example, If you have selected the attribute as City in the Group Leads by, and the checkbox option “Route to the latest owner in the Custom Group” is checked in the Router's assignment block then the lead will be filtered by the City field and it will be mapped to the selected assignee.
Now, if the first Lead’s city name is Chicago and it is assigned to the selected sales rep then after that all the leads with the city name Chicago will be routed to that particular sales rep until the checkbox is checked and the City attribute is selected in the Custom Group.
If the Assignment condition is changed to a Sales team and the checkbox is checked, then the system will look for that particular mapped sales rep to route the lead with the city name Chicago. If that sales rep is available the lead will be assigned to him.
If that Sales Rep is not available in that team, then the system will assign that lead to the Queue owner, and in the absence of the Queue Owner, the lead will be assigned to the Default Owner.
In case, the next lead comes with a different city name and the checkbox is still checked, then the lead will not be assigned to the previously mapped sales rep. Instead, it will go to the Default Owner.
- Click on Save.