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Routing - Hold Until Enrichment Node Guide Follow

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Customer Education
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Contents:

 

Overview

LeanData’s Hold Until Enrichment Node allows you to wait for your enrichment vendor to populate fields in Salesforce before continuing routing. This includes Clearbit, Cognism, SalesIntel, ZoomInfo, and more. Records will be held until the specified enrichment fields are populated or the expiration time has elapsed, whichever comes first.

Hold Until routing will help to prevent Leads from stagnating, drive accountability for reps to follow up with their Leads, or simply to incorporate customized wait steps into your routing configuration.

 

Example Use Cases

  • Improve territory-based routing: Selectively enrich records that are only missing critical location information to improve how records are routed in territories.
  • Assign then enrich for context: If a rep was assigned a record that doesn’t have sufficient information, enrich it to gather full context on the record.
  • Qualify then enrich: Gather full context on leads that have had a significant engagement with sales reps.
  • Enrich without holding: Immediately enrich records when they need it rather than forcing all records to wait for enrichment. 
  • Enrich every record fully: Improve matching and routing accuracy by gathering as much context on a lead as possible, then matching the lead to an account.
  • Re-enrich dormant records: Enrich leads or contacts that have had no activity within the past 6 months.

Improve enrichment reporting: Track and report on the average time to enrichment, helping you make better decisions on how to optimize response times and sales strategies.

 

Configuring a Hold Until Enrichment Node

You will see the Hold Until Enrichment node available in the Node Bar in the node menu under the Track & Report section. Drag a Hold Until Enrichment node into your active graph to begin configuring your criteria.

 

 

Setting your Trigger Rules 

Define the enrichment criteria that would trigger a record to exit the Hold Until Enrichment node. When a record enters the node, the Trigger Rules and Expiration Time will evaluate the record. If the record already meets the enrichment conditions set in your rules, the record will immediately exit the node and any SLA tracking will be marked as “Met”. 

To add Trigger rules, click the Add Trigger Rule button. This will add another rule for you to configure. You can add as many rules as you wish, and LeanData will process the record according to the first rule it meets. If you wish to re-order your rules, you can re-order them using the drag handle to the left of each rule.

If a record does not meet any enrichment conditions when entering the node, the Expiration Time (configured later) will begin to count down. If the record meets a enrichment condition before the time expires the record will be immediately routed through the edge of the rule it satisfies.

 

 

Please Note: that a record can only be subject to one Hold Until or Hold Until Enrichment node at any given moment.

If you do not add any conditions, a record will follow the "Time Expired" edge when the specified time frame has elapsed, and SLA tracking will be marked as "Missed"

 

Setting an Expiration Time

Under the Expiration Time section of the Hold Until Enrichment node, pick a time frame using the dropdowns. LeanData will follow this edge if no other rules are met within the expiration time. Currently, the default is 5 minutes with a max of 180 days as the longest time frame. 

Records that are not actioned upon (meeting the conditions of rules set above) prior to the expiration time will exit through the Time Expired edge. 

 

 

Hold Until Metrics & Logs

Similar to the Hold Until node, LeanData will also allow you to track records that are pending enrichment in the Routing Insights, Audit Logs, and Salesforce Reports & Dashboards.

 

Routing Insights

Records that have not met specified rules and are currently waiting for expiration will be indicated by a counter on the Hold Until Enrichment node itself. This will detail how many records are still waiting to be qualified or expired via that Hold Until Enrichment node.

 

 

Please note, the use of a Hold Until Enrichment node may create a situation where a record may enter via a particular version of your Router graph, but may not be finished evaluating until a subsequent version of your Router graph. Please note that this may cause some of the metrics for records processed in a particular deployment to appear higher than the number of records that entered that deployment.  

LeanData will always attempt to use the newest deployment as long as node names do not change.  If node names change, LeanData will abort the hold.

 

Abort Reasons

In the case that any of the following occurs, LeanData will abort the hold on these records and mark the record status as “Aborted” in the Time-to-Action Tracker with an Abort Reason populated.

  • Lead Converted
  • Record Deleted or Merged
  • Hold Until Conflict 
  • Incompatible Graph Deployment
    • Node name changes or conditions are incompatible
  • Manual Abort by a User
  • Business Unit Changed
    • Only applicable for Multi-Graph customers

 

Audit Logs

Within the Audit Logs page, records that are still pending due to a Hold Until Enrichment node will display with a “Pending Route” status in the Path Column. The time at which the hold is scheduled to expire will also be displayed.

When the time frame expires or when the record qualifies for one of the rules within the Hold Until Enrichment node, another log will be generated showing the routing outcome and detailing the path from the Hold Until Enrichment node onward. If you expand the “More Info” section, you will see a link to the Parent Log that triggered the initial routing process.

 

Time-to-Action Tracker

A complementary functionality of this node is the Time-to-Action Tracker, an object that tracks each record held in the Hold Until Enrichment node and various details on the Time-to-Action.  You can use the object to report on SLA Compliance, Performance or Action by Team, Division, Manager, or identify bottlenecks in your process. 

To configure the report, please see this guide: Routing - Time to Action Tracker Guide.

 

FAQs

Can you schedule a Hold Until Enrichment node for a specific date/time?

Currently, a Hold Until Enrichment node can only schedule a time frame relative to the time a record is initially evaluated in the graph and cannot support a specific date or time. 

 

How will this affect records that are re-triggered via an Updated (Object) Entry Node?

Records can still be routed via an update condition without affecting the expiration time. If a record is held in a Hold Until Enrichment node, it will not prevent that record from getting routed otherwise. If you need to prevent this scenario, you will have to design your update conditions or your Hold Until criteria with this in mind.

 

Can a record be scheduled for two different time frames at the same time?

No. If a record that is currently held by a Hold Until Enrichment node happens to re-enter the LeanData routing process and proceed to another Hold Until or Hold Until Enrichment node, the initial hold will be canceled and the new hold will initiate. A particular record can only be subject to one Hold Until node at any given time.

 

If I modify a Hold Until Enrichment node and deploy a new Router graph, will this affect records that were previously scheduled?

Possibly. If you either change the name of a Hold Until Enrichment node or add, edit, or modify a condition using the “has changed” operator within the node, all the records held via the previous version of that node will no longer be evaluated, and no further action will be taken.

If you edit conditions other than “has changed” conditions, records will be subject to the new conditions at the time of evaluation. 

If you only change the time frame in the node, records will still be subject to the original time frame before the edit. 

 

How long will Time-to-Action records be kept in SFDC?

By default, Time to Action records will be deleted after 365 days. You can adjust this if you would like to change the retention time by going to the LeanData Dashboard > Admin > Settings > Reporting > Time-to-Action Log Retention.

 

Can the Hold Until Enrichment node be used in Scheduled Routing?

Yes it can, however if a record hits the Hold Until Enrichment node in scheduled routing it will stop routing as if it hit an End of Flow point. If you have a graph that uses the Hold Until Enrichment node, we recommend making a copy of the graph without the Hold Until Enrichment node and Using that for Scheduled Routing.

 

Best Practices

  • When utilizing the Updated (Object) Entry node, please note that records that are currently awaiting action in a Hold Until Enrichment node will still be evaluated.  You may want to ensure that your Updated entry node conditions exclude records that would otherwise be affected by a previously scheduled Hold Until action, or ensure that your Hold Until Enrichment node excludes criteria that might satisfy an Updated condition.

 

For questions or additional assistance please contact LeanData Support.

 

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