Reading and Understanding policy status pages

Users can understand the status of the policy after its execution in the Salesforce environment by selecting the Fullcast Policy Status tab. The Policy Status clearly shows the input values taken into consideration by the policy, the process performed during the policy execution and the end result in the output tab.

Object Manager setup for Policy Status

Before proceeding further, please make sure that you have configured the Object Manager for the Policy status page. This will ensure proper component arrangement of the Summary and comment section of the the policy status page

There are two different ways to view the policy status tab. The steps that you need to follow to view the Fullcast policy Status:

Log into your Salesforce environment.
Select the nine dot setup menu and select Service from the drop-down.
From the tabs that is visible on the top panel select the object for which you want to view the Policy status. (For example, if you want to view the policy status for Lead, then select Leads). If you are not able to find the tab, click on More to find your desired tab.
Select your latest case number.
In the resulting screen click on Related tab near Feed to see the Fullcast policy status details.
Select the status number to view the policy status in detail.

The other way to view policy status page:

Log into your Salesforce environment.
Select the nine dot setup menu and select Service from the drop-down.
From the tabs that is visible on the top panel select the Fullcast Policy status tab. If you are not able to find the tab, click on More to find your desired tab.
Select the Fullcast Status Number to view the policy in detail.

Understanding the policy status page

Below picture gives a sample of a successful policy status page of an account routing policy.

Comments Section

Input

The Input tab in the Comments section gives information about the field values that were given as input to execute the policy.

Flow inputs

The Tag Value listed first will determine the policy that needs to be executed. The Type in Salesforce Environment should match the tag value given in the Fullcast environment for the policy to be executed.
Skill value is the field name on object which refers to skill. inputVal2 entered in the Process builder which triggers the policy that needs to be executed. The Description value field in the Salesforce environment is the Skill value that is displayed in the Input section.
The territory routing input comes from the custom metadata settings configured to enable territory based routing.
The Best Match Account field gives details about the account name for which the policy is executed. This refers to to the first stage of the routing policy in fullcast environment.
Territory from BMA describes the territory in which the BMA is available. If it is available in All companies level then All companies will be displayed. If it is available in the Parent or child territory that name will be displayed.
Policy territory suggests the name of the territory in which the policy was created. If it was created in All companies level then All companies will be displayed. If it was created in the Parent or child territory that name will be displayed.
Matched Routing Queue gives the name of the policy that was executed.

Reference link

Clicking on the blue Reference hyperlink takes you to the respective record page and gives full details about the record.

Process

The Process tab in the comments section will explain the exact process followed by the policy during execution. It displays every stage it came across and which outcome of the stage that it followed.

The Process section reveals the details about the stage or action that was performed in the policy, For example in the above picture, Territory based routing was enabled and the account was routed to the Unassigned territory.
After completing the stage 1 territory based routing, the policy performed the round-robin functionality and found the matching participant name.
The Action Defaults and Record tagging was executed at stage 4 and the account owner was tagged in the tag field.

Output

The Output tab in the comments section shows what is the final result of the policy after successful execution.

The Output section first reveals the name of the stage that was executed in the policy.
If any of the fields were updated after the execution of the policy , the new value and the old value is displayed and hence the user gets a confirmation about his/her desired result.

Summary

The Summary tab gives the overall summary of the end results of the Fullcast's policy executed.

You can check whether the policy executed is a success or failure from the Policy status section.
1. Policy status is success if the policy executes the action expected by the user.
2. Policy status is a failure if the required action is not fulfilled.
3. Policy status is in Progress if there is any pending tasks in the policy that is still running at the backend and not yet completed.
The Policy section reveals which Fullcast policy is taken into consideration.
The Policy Action tells which action is performed in the execution of the policy.
Executed policy section clearly shows which particular policy has been executed.
The transaction ID, Record ID, GTM ID and Status Record ID are all auto-generated according to the record selected. The object name is derived from the policy created.

GTM ID and Executed Policy will not be generated when the policy is a failure, or in progress or when no routing queue is found in case of routing policy.

Below picture gives a overall summary of the policy executes and its status.