Round Robin Assignments for Leads or Cases in Salesforce.com

One of the most common salesforce enhancements requested from our clients is to allow them to create round robin assignments for Leads or Cases. If this is a pretty straight-forward round robin, it can be done with config using an Auto-number and a formula field. First, you create the auto-number field on the object you want to round robin. Then, you create a formula field like this:

1 +MOD(VALUE({Your Auto-number field}), (Number of users in the round robin)

Basically, this will generate a number from 1 to the number of users you have. So, if you have 5 users in the round robin, it’ll produce numbers 1 – 5 based on the autonumber. From there, you create an assignment rule for the Leads or Cases and give each of those numbers to a user. In the example above, you’d have 5 rules each for a member of the round robin. Pretty simple and it works.

However, what if your round robins are a bit more complex? The auto-number example above works across all records on the Lead or Case. So, that means you can’t filter it. If you don’t want certain records to be round-robined, suddenly your distribution is no longer even. What it you need multiple round robins? A really common practice we see with Leads is you have one round robin for your highly scored leads and then one for the rest. This way the best leads are evenly distributed vs. a sales person getting lucky that a hot lead always lands on their turn (and it’s amazing how you’ll have that one lucky rep). In these scenarios, you’re going to need to go custom or grab a package like our Gears Round Robin.

After doing this many times for our clients, we’ve developed an easy to use package that can handle round robin assignments on Leads or Cases. We leverage the standard Lead or Case assignment rules to allow you to assign a record to a Queue. Our package then has a custom object that will allow you to link the standard queue to the Round Robin instructions. Just by creating new records within the custom objects, you can add members to the Queue and when a Lead or Case is assigned to that queue, it’ll automatically perform the round robin assignment.

Example of a Round Robin setup

Example of a Round Robin setup

With this, you can create as many round robin queues as you’d like and it’ll distribute the Leads or Cases evenly within each queue. In addition to supporting multiple queues, Gears Round Robin will allow you to weight the assignments. If you have a user who is supposed to get 3 out of every 10 leads, simply add them into the Round Robin object 3 different times, like below.

Example of a Weighted Round Robin

Example of a Weighted Round Robin

Finally, it’s common to have to pause assignments to a user because they are at capacity or just on vacation. Very simply you can modify their Round Robin record to pause distribution. When paused, Cases or Leads will skip that user and go to the next one in the round robin.

Example of a Paused Round Robin Member

Example of a Paused Round Robin Member

If Gears Round Robin sounds interesting, please Contact Us and check on Gears Round Robin. Otherwise, hopefully the formula will get you what you need.

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