This guide provides an overview of the process to create and implement a territory-based routing policy in Fullcast. Territory-based routing uses territory rules and coverage assignments to evaluate lead data. It can then update record ownership in Salesforce, and dynamically adjust routing based on the most current territory and coverage configuration.
Before you begin
As you dive into Fullcast routing, these resources may be helpful.
Overview of Fullcast routing: A high-level explanation of how Fullcast routing works.
Routing FAQs: What you need to think through with regard to your go-to-market strategy, current Salesforce configuration, and overall tech stack.
Prerequisites
A configured territory plan in Fullcast.
Existing territory coverage assignments.
Basic understanding of Salesforce flows and custom metadata.
Implement territory-based routing
Plan your routing policies
Plan before you configure routing policies in Fullcast to ensure accuracy and simplify the process. Use the plan your routing policies worksheet to plan individual routing scenarios.
Review your territory plan and coverage
Before you set up territory-based routing, review your existing territory rules and coverage. You will use this information to configure the custom metadata in Salesforce, which is critical to accurately execute the routing policy.
Configure your routing policy in Fullcast
A routing policy in Fullcast consists of three components. To build your routing policy, configure the routing policy stages that are applicable for the type of record you are routing.
Define policy tags
If your routing rules will vary according to values on the record (for example, leads created through event lists route differently than those created through a demo request form), you will likely need to define policy tags. For simpler routing policies, you may need only to define a fixed string to serve as the policy tag.
Configure custom metadata in Salesforce
There are several features of Fullcast routing that require configuration of custom metadata in Salesforce. This includes enabling the clean domain process, defining rules for best match account, and general field mapping for territory-based routing.
Add Fullcast policy status and error logs in Salesforce
Fullcast policy status provides details about how policies execute and policy error logs can help with troubleshooting. Set up Fullcast policy status and error logs to your views or page layouts.
Configure a Salesforce flow to trigger your Fullcast Routing Policy
Fullcast routing policies require a Salesforce flow to trigger them. Configure Flows for motion policies to create a flow that works for your unique Salesforce environment.
Note
Input values in the Fullcast Policy Handler apex action will vary based on staged you enable in your Fullcast routing policy.
Test, monitor, and troubleshoot your Fullcast routing policy
Before you deploy, it is critical totest your routing policyin a sandbox (pre-production) environment. Review policy status records and potential troubleshooting when you encounter unexpected outcomes.