This FAQ addresses common questions about Fullcast Routing for administrators, revenue operations, and sales operations users. It explains key concepts, the routing process flow, and setup considerations.
What is Fullcast routing?
Fullcast Routing automates the assignment of Salesforce records (such as leads, accounts, cases, contacts, and opportunities) to the correct owner, queue, or team. This is done in alignment with your defined go-to-market (GTM) strategy and Territory Plan, ensuring records are assigned based on current business rules.
What needs to be set up before using routing?
Before you can automate routing, ensure the following are in place:
An active Fullcast subscription with the Routing module enabled.
A configured and active connection between Fullcast and your Salesforce org, including installing the Fullcast managed package.
Active Routing Policies defined in Fullcast for the objects you want to route.
Salesforce automation (typically a Flow using the Fullcast Policy Handler Apex action) configured to trigger the Fullcast routing process based on your criteria (for instance, record creation or specific updates).
Understanding these prerequisites helps you plan your implementation. For more details, refer to Get started with routing.
How does the routing process work?
The process involves automation in Salesforce and processing in Fullcast:
Trigger event in Salesforce: An event you define in Salesforce (such as creating a new lead or updating an account field) triggers a Salesforce Flow. This Flow calls a specific Fullcast Apex action, sending record information to Fullcast.
Processing within Fullcast: Fullcast receives the information and evaluates it against your configured Routing Policies. Often, this involves:
Territory Placement: Identifying which territory node the record belongs to based on your Territory Design rules (for example, geography, industry).
Policy Search & Execution: Finding and applying the relevant Routing Policy associated with that territory node (or a parent node via hierarchical lookup) to determine the assignment.
Output in Salesforce: Fullcast sends the assignment decision (such as the new user or queue ID) back to Salesforce, which then automatically updates designated fields on the record.
This automated workflow facilitates consistent record assignment. For more details, refer to Routing Policies Overview.
What is a Fullcast routing policy?
A Routing Policy is a rule you configure within Fullcast that defines how a record should be assigned. It specifies the conditions under which the policy applies and the assignment logic to use (for instance, assign to territory owner, use round robin). Policies are triggered by the Salesforce Flow when a record meets the Flow's entry criteria. Defining clear policies is important for effective automation.
How does Fullcast find the right policy to apply?
When Fullcast processes a record for territory-based routing, it follows a hierarchical search:
It first determines the specific territory node the record belongs to based on your GTM design rules.
It looks for a matching Routing Policy directly assigned to that specific territory node.
If found, that policy is executed.
If no matching policy is found at that node, Fullcast automatically checks the parent node in the territory hierarchy.
This hierarchical lookup continues level by level up towards the top (for example, a node named All Companies) until the first matching policy is found. That first policy encountered during the upward search is the one that gets executed.
This systematic lookup ensures that a policy is applied if one exists at or above the record's territory level.
What types of routing logic can I configure?
Fullcast offers flexible routing options. The core logic components within a routing policy, sometimes referred to as stages, allow you to define how assignments are made. These include:
Territory-based routing: This method leverages your established Fullcast Territory Plan. Records are placed into their corresponding territory, and assignment is based on the roles or users defined for that territory.
Round robin routing: Distributes records sequentially among a defined group of users or territories. This is often used within a specific territory segment or team.
Role-based routing: Assigns records based on predefined roles within a territory (such as assigning all leads in a territory to the 'SDR' role for that territory).
These options allow you to configure assignments according to your specific business rules.
How many Fullcast routing policies do I need?
The number of Routing Policies depends on your specific routing requirements:
You will need at least one default policy, typically at your top hierarchy level (for example, All Companies), to serve as a fallback. This might be sufficient if your routing needs are straightforward.
You will need additional policies at specific territory nodes or segments where you want different routing behavior (such as implementing round robin for a particular team, or assigning based on a specific role for certain account types).
Use the Routing planning guide and work with your Fullcast implementation consultant to develop this strategy.
How many Salesforce flows do I need for routing?
You generally need one Salesforce Flow per Salesforce object (for example, Leads, Accounts) that you intend to route. You might opt for two Flows per object if you want to separate the routing logic for record creation from record updates.
Fullcast's design can reduce the need for complex conditional logic within these Salesforce Flows. Instead of building numerous Flows or embedding extensive conditions (such as how to treat leads from different sources) directly in Salesforce, this evaluation can be handled by Fullcast's Routing Policies, often using policy tags. This approach can help simplify Salesforce automation maintenance.
How does automated routing interact with Fullcast’s scheduled export jobs?
Automated routing and scheduled territory alignment jobs serve complementary purposes:
Automated routing: Handles real-time or near real-time assignments triggered by specific events (like record creation or update). It assigns individual records based on the current GTM rules.
Scheduled alignment jobs: Typically run on a schedule (for instance, daily, weekly) to perform bulk assignments or re-assignments of records based on the latest territory definitions and rules in your Fullcast plan. This is useful for large-scale updates or ensuring alignment after territory changes.
Together, they address different aspects of record assignment.
Can Fullcast routing work alongside other sales tools (like scheduling or lead enrichment tools)?
Yes, Fullcast Routing can often work in tandem with other tools. However, careful coordination is essential:
Order of operations: Determine which tool acts first. For example, you might enrich a lead first, then trigger Fullcast routing based on the enriched data. Or, Fullcast might assign ownership first, and then a scheduling tool engages the assigned owner.
Trigger conflicts: Ensure that actions taken by one tool do not inadvertently trigger unwanted actions in another, or create processing loops.
Field updates: Be clear about which tool is responsible for updating which fields (such as OwnerId or custom status fields) to prevent overwrites or contention.
Why use Fullcast routing instead of other tools?
Fullcast Routing provides several capabilities relevant to GTM strategy:
GTM integration: It directly leverages your centrally managed Territory Plan and GTM design within Fullcast, for assignments that reflect your strategic segmentation and hierarchy.
Centralized management: Routing rules are defined and managed within Fullcast, which can reduce complexity within Salesforce Flows or Apex code.
Flexibility: Supports various logic types (such as territory-based, role-based, and round robin) and hierarchical policy lookups for assignment strategies.
These capabilities contribute to an organized and strategically aligned routing process.