This document outlines best practices for configuring and managing routing policies in Fullcast when operating multiple exporting plans concurrently.
Before you begin
Refer to Get start with routing to learn more about the standard implementation process for routing policies.
Why use multiple plans?
Multiple plans are necessary when your Go-To-Market (GTM) strategy involves different territory structures for various teams or account types. For instance, if your Sales Development Representatives (SDRs) are aligned by product lines while your Account Executives (AEs) are aligned by firmographic segments, separate plans are required due to the significantly different segmentation and territory structures.
Key considerations in multi-plan routing
When setting up routing across multiple plans, it is essential to understand the core components that govern how records are processed. The configuration of these variables determines the efficiency and accuracy of your routing strategy.
Considerations | Description |
|---|---|
Are accounts available within multiple plans? | If accounts may exist within multiple plans, this will impact your roles configuration. Specifically, all exporting roles must have unique names. This is because if a role with the same name exists in multiple plans and is set to export, all coverage assignments to that role will get exported to the account team, potentially resulting in one plan overwriting assignments from another plan. |
Are there any plan-level account data filters? | Plan-level filters determine which accounts are included in each plan. A critical consideration is whether these filters make the plans mutually exclusive. If an account can exist in multiple plans simultaneously, the routing becomes more complex, and the considerations in this document are applicable. |
What are the implications for the Salesforce flows? | The number of flows that trigger Fullcast routing can be adapted to your preference. You can use a single flow with multiple branches or multiple flows, each with distinct entry criteria. What is essential is that the flow's entry criteria precisely match the data filters of the corresponding plan. This alignment ensures that records are correctly funneled to the appropriate plan. |
How should you structure your policy tags? | Policy tags direct a record from a Salesforce flow to the correct routing policy in Fullcast. The most straightforward implementation of multi-plan routing uses a unique policy tag for each Fullcast plan. For example, if you have plans for "prospects," "partners," and "customers," you would use three corresponding tags. |
Best practices for configuration
When implementing routing for multiple, non-mutually exclusive plans (where an account may exist within any plan), clarity and consistency are key.
Aligning flows with plan filters
Routing in Fullcast does not anticipate the filters you set on your plans. Meaning, an account being routed can bypass the plan filters and get routed by the plan rules unless entry criteria is designed to prevent it. If a plan has filters that exclude certain accounts, these filters must be built into your Salesforce flow's entry criteria.
For example, if you have three plans with three distinct filters (e.g., for prospects, partners, and customers), you should implement three separate Salesforce flows. Each flow must contain the entry criteria that aligns with the plan filters and use the unique policy tag for that plan.
Managing concurrent record updates
When an account exists in multiple plans, it can receive assignments from each one, potentially leading to several roles being assigned to a single account team (e.g., AE for Services, AE for Products, Design Specialist).
Account ownership and other field updates
With multiple policies running at the same time, you must be careful when implementing account ownership and custom field flows. Without precise configuration, an account team could be updated multiple times as each policy is processed.
To prevent redundant or conflicting assignments, consider configuring updates to occur only once when the account team is completely updated. This is especially important when plan filters might otherwise cause multiple, independent updates.