Test your configured Fullcast routing policy before activating it for live leads to ensure your leads route as expected according to your defined rules. Thoroughly testing your routing policies in a sandbox or pre-production environment is crucial before deploying them to your live production environment. This ensures accurate lead assignment and minimizes disruption to your sales process.
Before you begin
Have a configured Routing Policy within Fullcast.
Have an active Salesforce flow designed to trigger your Fullcast routing policy.
Optional. Access to create or modify test lead, contact, or account records in your Salesforce test environment (sandbox).
Testing strategy
Proper testing ensures your policy logic works correctly across different scenarios:
Progressive testing: When testing complex policies with multiple routing stages, start by enabling only the top-most stage. Test thoroughly, then progressively enable and test subsequent stages one by one. This helps isolate issues more easily.
Diverse test data: Create test records with various data combinations that reflect your different routing rules and potential edge cases.
Plan outcomes: Plan the expected outcome for each test record before creating it to compare against the actual results.
Track results: One way to organize your testing and track results is by using a table similar to the example below. You can adapt this format based on your specific policy stages and key data points.
Example test tracking table:
Test process
As with any testing, the process is iterative. Complete the following processes in both in Salesforce and Fullcast. Complete the following processes in the order indicated.
Create Test Records in Salesforce
Navigate to Salesforce and create a new lead, contact, account, opportunity, case (depending on your policy's object).
Fill in the required fields.
Note
If your policy involves territory-based routing, it is crucial to populate the specific fields used in your territory rules (such as
Number of Employees,State/Province,Country, custom fields). Ensure you provide data relevant for at least the first level of your territory structure, as this allows the policy to make an initial territory match.Save the record to trigger the Salesforce flow.
Verify Routing via Policy Status
After the flow triggers the policy, verify the routing outcome using the Fullcast policy status record. To streamline this, it is helpful to configure tabs or pages for the policy status records, add them to the page layout of the relevant object. For more information on the content on the Policy Status record, refer to Understand the Policy Status Page in Salesforce.
In Fullcast, navigate to the relevant policy status page for the test record you created.
Review the Policy Status details. This page confirms if the policy was triggered and provides insights into how Fullcast processed the record based on the data received (Input) and the policy's logic (Process), showing the final routing result (Output).
Compare the Actual Outcome shown on the Policy Status page (the assigned owner, territory match) with your Expected Outcome from the testing strategy phase.
Troubleshoot
If the test record did not route as expected:
Review the Policy Status page carefully, pay attention to the input data received and the decisions made in the Process section.
If the Input and Process contain correct information, but there is no Output, look for a related Fullcast Policy Error record.
Verify the test record's data in Salesforce is accurate and complete.
Check your Salesforce flow logs to ensure it triggered correctly and passed the expected data to Fullcast.
Review your routing policy configuration in Fullcast for any logical errors in the rules or stage setup.
For more detailed troubleshooting steps, refer to Troubleshooting Routing Issues.