What are Fullcast policies?
Policies are automated, real-time rule sets for processing records in Salesforce. Fullcast offers several types of policies, such as routing, holdout management, and data enrichment.
How does a Fullcast routing policy work with Salesforce?
A routing policy involves defining the logic in Fullcast and then triggering it from Salesforce. The division of responsibility is as follows:
In Fullcast (you define the logic): You build the rules that determine who should own a record. For example, you can create a policy to "match a new Lead to the assigned representative on the corresponding Account's territory team." Fullcast also provides native round-robin queue, default users, and other logic that you can manage within the policy itself.
In Salesforce (you trigger the logic): You create a Salesforce Flow that initiates the process. This Flow fires when a record is created or updated, according to your process needs, and calls a Fullcast-provided Apex action, called the Policy Handler. The Policy Handler passes the record to our policy engine for immediate evaluation and assignment.
Testing: It is strongly recommended that all policies be built and tested thoroughly in a sandbox environment before being deployed to production.
How can I monitor policy executions?
You can monitor routing policies using three primary methods in Salesforce, each designed to answer different questions about performance and outcomes.
Audit execution status with policy status reports: This method is best for auditing the success or failure of every policy run. The Policy Status object records the execution details for each policy. You can create a "Policy Status with Account" report to see which action was taken and review comments. (Note that comments are currently in JSON but can usually be parsed using Fullcast’s AI agent or an AI tool of your choice.) This is the primary place to identify failures, which may occur due to validation rules or other system errors.
Monitor distribution with round robin reports: This method is used specifically to track how records are being distributed among participants in your round-robin queues. By creating a report joining the Fullcast Routing Queue and Participant objects, you can see assignment counts for each user. Key fields include Total Count, Daily Counter, and Weekly Counter, which show how many records have been assigned to each participant. This helps verify that distribution is happening as expected.
Simplify reporting with record tagging: This is the recommended method for easily reporting on who a record was routed to, without complex report types. The Defaults and record tagging policy stage lets you stamp routing information (like the assigned User ID or Territory Name) directly onto a custom field on the routed record (for example, the Lead or Account). You can then run a standard Salesforce report on the Lead or Account object and simply add your custom fields as columns to see the routing output. It is a best practice to create dedicated custom fields for this purpose.
What is the Change Owner lightning action?
The Change Owner button is a component you add to your account page layouts and list views. It allows your users to move one or more account records to a new territory and re-assign ownership in real-time, directly from the Salesforce interface.
Unlike the standard Salesforce change owner function, this action is governed directly by your Fullcast GTM plan. A user’s permissions to move an account are determined by their territory coverage assignments. For example, a user must be assigned to an account's current territory to be able to move it, and they can only move it to a territory to which they are also assigned. This ensures all manual changes adhere to your defined territory structure and that Fullcast remains the source of truth.
How do I configure the Change Owner action?
Configuring the change owner action involves setup in both Salesforce and Fullcast to control the action's behavior and a user's permissions. No custom Salesforce flow is required.
In Salesforce, you will:
Configure custom metadata: In the Fullcast Setting custom metadata type, you define the action's core behavior. Key settings include choosing if changes are committed instantly or just proposed, and specifying which user roles are eligible to be selected as the new owner.
Add buttons to layouts: Add the Change Owner Lightning Action to your Account page layouts. It can also be enabled on Account list view button layouts to allow users to move multiple accounts at once.
Replace native functionality: We recommend replacing Salesforce's standard Change Owner button to ensure all ownership changes are governed by Fullcast's territory assignment rules.
For more details, refer to Configure the Change Owner action in Salesforce
In Fullcast, you must ensure users have:
Correct role permissions: The user's assigned role in Fullcast must have read/write role access for Territory Account Operations.
Appropriate territory coverage: The user must have a coverage assignment for both the source territory (where the account is coming from) and all potential destination territories (where it could move to).
What happens when a user performs this action?
When a user clicks the Change Owner button, it triggers a real-time Fullcast policy. The results are visible immediately and can be audited.
Immediate updates: If the action is configured to "commit," the Owner field on the Account record is updated instantly. Simultaneously, the Account's territory alignment is updated in the Fullcast GTM plan.
Monitoring and auditing: A Policy Status record is created for every execution. This provides a detailed audit log of the change, including which user initiated it, the Account record that was moved, and the success or failure outcome.
For additional FAQs, refer to FAQ: Change Owner in Salesforce Lighting action.