The Fullcast Policy Status in Salesforce provides insights into how a policy was executed. It shows the input values used, the process execution steps, and the final outcome. If you want to understand what happened when a policy ran, this is the best place to start. This article provides details on what information is contained in each part of the Policy Status and how you can use it.
Before You Begin
Confirm that you have configured the Object Manager for the Policy Status page. This ensures you can access the Summary and Comments section of the Policy Status Page. This article assumes you have configured the relevant page layouts and know how to access the Policy Status page.
The Parts of the Policy Status Page
The Policy Status page contains a Summary at the top. Below that there is a Comments Section which contains Input, Process, and Outputs. Here we will break down each part. As you read through the information, it may help to refer to the image below which is an example policy status page of an account routing policy.
Example of a Policy Status page for a routing policy that successfully executed.
Summary
The Summary section provides basic data on the policy that executed. Here is a basic overview of what data to expect in the Summary section. Refer to the image below as an example.
The Summary section includes basic data. Note the hyperlinks for Record ID and GTM ID, which take you to those related records’ pages.
Basic Transaction and Record Data: The Transaction ID, Record ID, GTM ID and Status Record ID are all auto-generated according to the record that the policy ran on. The Object Name is derived from the policy created.
Policy Status: There are three possible values here. This is where you can determine whether the policy executed successfully.
Success: Policy executed and completed all required actions
In Progress: Policy is still running in the backend, there are pending actions
Failure: The required actions were not completed
Policy Action: Summary of actions performed while executing the policy
Policy: The type of Fullcast policy that was called
Executed Policy: The exact name of the policy that was called and ran
Missing Information in Summary?
If you do not see a GTM ID and Executed Policy, this is because the policy failed or is still in progress. If the policy is a routing policy but no routing queue was found, you will also not see this information.
Comments
When a Fullcast policy is triggered and called, it executes in three phases of sorts. The Comments section provides visibility into how the policy executed.
Input
The Input section gives information about the field values that were passed from Salesforce into the policy in Fullcast. This is all the data Fullcast will use to determine which policy to execute. Here we will explain what each of the inputs are and mention corresponding settings or configuration in Salesforce. You can breakdown the inputs into three buckets: info from the Flow, info for territory-based routing, info about which policy was selected to be executed.
Flow Inputs from Policy Handler Apex Action Configuration
Flow Inputs derive from the InputVals that are in the Policy Handler Apex Action configuration. Reviewing the Flow Inputs can help you understand which values were passed into the Policy from Salesforce.
Tag Value pulls the data from InputVal1 and passes it to Fullcast to match with the Policy Tag in the policy configuration.
Skill Value is the field name on object which refers to skill. inputVal2 entered in the Salesforce Flow configuration 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 InputVals from the Policy Handler Apex action, which are being passed to Fullcast to help determine which policy to execute, are captured in the “Flow Inputs” section of the Policy Status.
Territory-based Routing and BMA Inputs
Territory Routing Input shows the data that was pulled from the Lead to be evaluated against the territory rules. This corresponds to the custom metadata settings configured to enable territory-based routing.
Custom Metadata Settings to Enable Territory Based Routing
Best Match Account shows the account name that resulted from the Best Matched Account (BMA) process.
Territory from BMA shows the territory where the resulting BMA currently lives. If there is no BMA found, this section will not appear.
Policy Territory shows how the system determined which policy to execute. It first takes the Territory from BMA and looks for a policy. If there is no policy at that territory, it goes up the territory hierarchy levels until it finds a policy.
Matched Routing Queue gives the name of the policy that was ultimately matched and executed.
Route Using BMA or Territory Settings
Reference Hyperlinks
Clicking on the blue reference hyperlink takes you to the respective record pages and gives full details about the record.
Process
The Process section explains the exact process followed by the policy during execution. For each Stage of a policy that is toggled on in Fullcast, you will see a corresponding Action item in the Process. It displays every stage it came across and which outcome of the stage that it followed. The content of this section will depend on the specific policy configuration. For sake of example in this article, we provide screenshots of a simple Account Routing policy with three stages.
In the Process section, you will see one Action for each stage of the policy that is being executed.
Stage 1: Route using BMA or Territory In this section, you can see how territory-based routing was executed. The Reference hyperlink takes you to the related Fullcast GTM record.
In the Route Using BMA or Territory, you can click on the Reference hyperlink to view the Fullcast GTM record for the indicated territory.
Stage 2: Round Robin Since the territory-based routing would have led to an unassigned territory, the policy continued to execute to look for a person to route to. Here, it found participants in the routing queue that is configured in Fullcast. The Reference hyperlink takes you to the related Fullcast Queue Participant.
In the Round Robin section, you can click on the Reference hyperlink to view the Fullcast Queue Participant for the indicated user.
Stage 3: Defaults and Record Tagging As a result of this stage, the account owner’s name was stamped in the specified field.
In the Defaults and Record Tagging section, you can click on the Reference hyperlink to view any related records that have had values stamped on them as part of the policy execution.
Output
The Output section shows the final result of the policy after successful execution.
In the Output section, for any of the Process that resulted in changed values, you will see a summary of the changes made.
Policy Stages Executed: The Output section first reveals the name of the stage that was executed in the policy.
Old/New Values: If any of the fields were updated after the execution of the policy, the new value and the old value is displayed.