Why Did My Lead Not Process? / Why am I Not Seeing My Lead in Audit Logs?

There are a number of things that can happen to a Lead prior to being routed by LeanData. If your Lead is not processing as expected, you’ll want to check the following:

• Audit Logs
• Whether there is a processing delay
• The rules specified in the New Lead or Update Lead Nodes in FlowBuilder
• Whether Salesforce or another application taken action on the lead before LeanData
• A Salesforce Leads report where you can check the “Routing Action” field to see if LeanData actioned the Lead
• Whether the LeanData Scheduler Job is Running

Check Audit Logs to Confirm Whether or Not Your Lead/Contact Was Processed

Audit Logs provide a visual representation of the journey a specific Lead took from start to finish. Typically if you don’t see your Lead in Audit Logs then LeanData did not process it. Alternatively, the Lead may still be pending processing if you are experiencing larger volumes.

Check to See if There is a Built-in Processing Delay

Some companies may request a built-in processing delay (anywhere from 5 to 20 minutes) so that other marketing automation can action and enrich their Lead prior to being routed. You can reach out to LeanData Support or your Implementation Consultant/Customer Success Manager to see if this setting is turned on for your Salesforce instance.

Additionally, your Lead Router may have a timer node to slow down the Lead routing. You can check this in your deployed flow.

To View Your LeanData Router Flow:

1. Open the LeanData application in Salesforce.
2. On the side menu, click on Routing to expand the menu.
3. Click on Leads (or Contacts, Accounts, or Opportunities as needed).
4. Click on Routing Insights. The routing flow displays in a non-editable version that can be reviewed.
5. Look for a Time-Based Route and double click it if you find it. You will see the details of the time frame delay added by the Time-Based Route Node.

Clicking on the number will take you to a page which will tell you which leads are pending evaluation due to the Time-Based Node.

 

Check your New Lead or Update Lead Nodes in FlowBuilder

The New Lead or Update Lead nodes in FlowBuilder can have rules and filtering logic that affects which Leads can be routed by the node. Check to see if your Lead has met the triggering conditions. It is a recommended best practice to create a test lead to make sure the routing conditions are working as intended. 

Note: Filters within the New Lead Entry Node will evaluate the state of the record before any Lead Assignment Rules or Workflows. If the conditions within the New Lead Entry Node depend on the actions of Lead Assignment Rules or Workflows, please consider adding them as filters in a subsequent decision node instead.

To view the details of the New Lead or Update Lead nodes:

1. Open the LeanData application in Salesforce.
2. On the side menu, click on Routing to expand the menu.
3. Click on Leads (or Contacts, Accounts, or Opportunities as needed).
4. Click on Routing Insights. The routing flow displays in a non-editable version that can be reviewed. 
5. Double-click on the New Lead and/or Update Lead nodes and check for filters or rules that would prevent the Lead from routing.

 

Check if Your Salesforce Instance or another application has taken action on the lead before LeanData

You can check the Lead History to see what applications have acted on your Lead, depending on what fields you track in that section. You can reach out to your Salesforce Admin to understand which users are tied to what applications.

Check the number of Salesforce Apex Jobs That Are Queued

Different applications can take up system resources, which can slow down your Salesforce instance when it comes to lead processing. Your Salesforce Admin can help you understand if there are too many jobs running.

 

Run a report in Salesforce where you can check Routing Action to see if we’ve actioned on your Lead

Routing Action is a LeanData custom field you can add to your Lead Layout that tells you what action LeanData performed when we routed the Lead. You can also add it as a filter in any Salesforce Report regarding Leads. If the field is blank, then LeanData has not actioned the Lead.

 

For more information about Routing Actions, please see our Routing Guide: https://leandatahelp.zendesk.com/hc/en-us/articles/360016339074

 

If you have created a refreshed Sandbox or if you’ve just given us access to your Production instance for the first time, you should check if the LeanData platform has been enabled.

To check if the product is enabled:

1. Open the LeanData application in Salesforce.
2. On the side menu, click on Admin to expand the menu.
3. Click on Settings and ensure that the LeanData Job Status is “Running” (as seen in the screenshot below)

 

The following are the other possible values. LeanData Job Status Values:

• If the status is set to “Delayed,” then other processes may be slowing down your Salesforce instance.
• If the status is set to “On Hold,” then other applications in your instance have taken all available processing slots. LeanData will only run again once other applications have finished processing.
• If the status is “Not Running” please click the “Restart LeanData Scheduler” button and the status should change within a few minutes. If not, please contact LeanData Support for help.

Typically one of these scenarios above are the cause for a delay in Lead processing. If you are unable to resolve your Lead processing issue please contact LeanData Support or your Customer Success Manager.

 

Question? Contact LeanData Support