--- title: "Understand the Policy Status page in Salesforce" slug: "understand-the-policy-status-page-in-salesforce" description: "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. This article provides details on what information is contained in each part of the Policy Status and how you can use it." updated: 2025-12-18T18:11:05Z published: 2025-12-18T18:11:05Z stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://support.fullcast.com/llms.txt > Use this file to discover all available pages before exploring further. # Understand the Policy Status page in Salesforce 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**. 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](/v1/docs/object-manager-setup-for-policy-status-and-policy-error-logs) page to ensures you can access the **Summary**and **Comments**section of the **Policy Status**page. - You must have configured the relevant page layouts. - Know how to access the Policy Status page. ## How policy statuses are updated By default, the policy status for a record (like a lead) is overwritten each time a policy reroutes or re-evaluates it. This means you typically see the **latest**execution status for that record. Fullcast metadata setting, **overwrite policy status**, can control this behavior: - If **overwrite policy status** is set to `true` (or the default of not specified), the policy status is overwritten. - If **overwrite policy status**is set to `false`, a new **Fullcast Policy Status** record is created for every routing or evaluation event. > [!NOTE] > Note > > When overwrite policy status is set to `false`, there may be two policy status records for a single routing event: > > - When the Salesforce Flow initially calls the Fullcast managed package. > - When data and final assignments return from Fullcast after territory processing. > > This is known behavior and does not typically impede functionality. ## Policy Status page overview 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. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-irlkp42d0r.png) *Example of a Policy Status page for a routing policy that successfully executed.* ### Summary section The Summary section provides basic information on the policy that executed: ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-vt7notktbd.png) *The Summary section includes basic data. Note the hyperlinks for Record ID and GTM ID, which take you to those related records’ pages.* | Field | Description | | --- | --- | | **Transaction ID** | Auto-generated fields based on the record that the policy ran on. The object name comes from the policy created. | | **Record ID** | | **GTM ID** | | **Status Record ID** | | **Policy Status** | Indicates whether the policy executed successfully or not. Displays one of three statuses: - **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. | > [!NOTE] > Note > > If you do not see a GTM ID and Executed Policy, it is due to one of three possibilities: policy failed, policy is still in progress, or the policy is a routing policy but no routing queue was found. ### Comments section The Comments section displays information on how the policy executed. When a Fullcast policy is triggered and called, it executes in three phases. #### **Input section** The **Input** section displays 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. You can breakdown the inputs into three buckets: information from the Flow, information for territory-based routing, and information about which policy was selected to be executed. | Input Type | Description | | --- | --- | | Flow Inputs from Policy Handler Apex Action Configuration | **Flow Inputs** derive from the **InputVals**that are in the [Policy Handler Apex Action](/v1/docs/configure-salesforce-flows-for-fullcast-routing-policies)configuration. Review the Flow Inputs to understand which values were passed into the Policy from Salesforce. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-kanlmfqye6.png) *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.* - **Tag Value**—pulls the data from InputVal1 and passes it to Fullcast to match with the Policy Tag in the policy configuration. - **Skill Value**—the field name on object which refers to skill. `inputVal2` entered in the Salesforce Flow configuration 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. | | Territory-based Routing and BMA Inputs | **Territory Routing Input** displays 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. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-ehnuwkfg40.png) *Custom Metadata Settings to Enable Territory Based Routing* - **Best Match Account**—displays the account name that resulted from the Best Matched Account (BMA) process. - **Territory from BMA**—displays the territory where the resulting BMA currently lives. If there is no BMA found, this section will not display. - **Policy Territory**—displays 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**—displays the name of the policy that was ultimately matched and executed. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-sqik7tapm6.png) *Route Using BMA or Territory Settings* > [!NOTE] > **Note** > > Click the hyperlinks in the reference field to navigate to respective record pages and view full details about the record. | #### **Process section** 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. The following is an example of a simple Account Routing policy with three stages: ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/image-1744308415734.png) *In the****Process****section, you will see one****Action****for each stage of the policy that is being executed.* | Stage | Action | Description | | --- | --- | --- | | Stage 1 | **Route using BMA or Territory** | Displays how the territory-based routing was executed. The hyperlink takes you to the related Fullcast GTM record. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-326bcqflre.png) | | Stage 2 | **Round - Robin** | If the territory-based routing leads to an unassigned territory, the policy continues to execute and looks for a person to route to. In this example, it found participants in the routing queue that are configured in Fullcast. The hyperlink in the reference field take you to the related Fullcast queue participant. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-vkorrbx0ce.png) | | Stage 3 | **Defaults and Record Tagging** | As a result of this stage, the account owner’s name was stamped in the specified field. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-uq1kdjetyr.png) | #### **Output section** The Output section displays the final result of the policy after successful execution. ![](https://cdn.document360.io/369efcf7-66f9-4f6b-9d45-9ca24a5b06cf/Images/Documentation/file-zixl8hkdx6.png) *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—displays the name of the stage that was executed in the policy. - Old and new values—the new value and the old value display if any of the fields were updated after the execution of the policy. > [!NOTE] > Note > > If a Fullcast Policy Status record is not generated when you expect it to be, or if a Policy Status is **Failure**and you need more technical details than provided in the Input, Process, and Output sections, refer to the [Fullcast Policy Error Logs](/v1/docs/troubleshoot-policy-issues-with-fullcast-policy-error-logs).