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Routing - Routing Action Guide Follow

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LeanData Support
  • Updated

Contents:

 

Overview

The following guide contains a high level overview of the LD Routing Action field and corresponding values.

General definitions of various terms used:

Routing Action (API: LeanData__Routing_Action__c)

  • Custom text field located on the corresponding Salesforce record routed by LeanData. Routing Action is populated anytime a record is created, merged, assigned, updated or pending a next action in a Hold Until node.
  • Represents the last action that was taken on a Lead, Contact, Account, Opportunity, or Case through our LeanData system.
  • An “action” is an attempt at some type of data transformation (e.g. if a Lead was filtered out at some point in a Routing graph, it would not constitute an action).

Please Note: the Routing action field represents the last action taken by LeanData on the record, it does not necessarily represent the current state of the record in LeanData processing.

 

Routing Action Values

The following values will be populated in the Routing Action field after LeanData has completed an Action.

 

Lead Routing Action Values

  • <null> :
    • Lead has not yet been picked up by LeanData system
    • Lead processing did not result in any action (no applicable action value)
  • converted : Lead has been converted into a Contact on Matched Account
  • converted - new account : Account has been created from the Lead, and the Lead has been converted into a Contact on this new Account
  • custom interface :  a custom action has occurred (based on custom action rules outlined/purchased by company)
  • new account : Lead information used to create new Account (Lead is not converted and remains intact; no new Contact created)
  • new opportunity : an Opportunity has been created from details outlined within node form
  • new task : Lead information (and potentially matched object info) used to create new task
  • pending - time based: Lead has interacted with a Time-Based node and is pending further actions once the evaluation time frame is met. If no subsequent action is taken, this value will remain in the Routing Action field.
  • pending - hold-until: Lead has interacted with a Hold Until node and is pending further actions once one of its update criteria is met or when the specified time frame expires. If no subsequent action is taken, this value will remain in the Routing Action field.
  • routed - account or assigned - account (if user from Account has been assigned to an alternate lookup field on Lead):
    • Lead matched to existing SFDC Account and assigned to Account-based owner
    • Ownership can include:
      • Account owner
      • User on Account-level field
      • Owner mapping
      • Account Team
      • User field off Account-level user object
  • routed - activity or assigned - activity (if user from Activity has been assigned to an alternate lookup field on Lead):
    • Lead matched to existing SFDC Activity and assigned to Activity owner
    • Ownership can include:
      • Activity owner
      • User on Activity-level field
      • User field off Activity-level user object
  • routed - opportunity or assigned - opportunity (if user from Opportunity has been assigned to an alternate lookup field on Lead):
    • Lead matched to existing SFDC Opportunity and assigned to Opportunity owner
    • Ownership can include:
      • Opportunity owner
      • User on Opportunity-level field
      • User field off Opportunity-level user object
  • routed - lead or assigned - lead (if user from matched Lead has been assigned to an alternate lookup field on Lead):
    • Lead matched to existing SFDC Lead and assigned to Lead-based owner
    • Ownership includes:
      • Existing matched SFDC Lead owner
  • routed - round robin or assigned - round robin (specific user from a Round Robin pool has been assigned to alternate lookup field on Lead):
    • Lead ownership routed via Round Robin user assignment (regardless of matching results)
      • This includes Round Robin being used as a fallback
  • routed - assignment rule : 
    • Lead ownership routed via assignment rules (regardless of matching results)
      • This includes assignment rule being used as a fallback
  • routed - owner assignment or assigned - owner assignment (if user specified in Assign Owner node was assigned to alternate lookup field on Lead):
    • Lead ownership routed via explicit owner assignment
  • routed - territory or assigned - territory (if user from territory rules was assigned to alternate lookup field on Lead):
    • Lead ownership routed via matched territory as defined in Territory Management
  • merged : Lead was successfully merged with existing duplicate Lead or Contact
    • In the case of a merge attempt and failure, routing action would remain ‘<null>’
  • merged - updated: Lead was routed via updated trigger then merged with existing duplicate Lead or Contact
  • merged - master : Another Lead was successfully merged into this particular Lead
    • In the case of a merge attempt and failure, routing action would remain ‘<null>’ (unchanged)

 

Integrations

  • Cloudingo - merged : 
    • Lead is the surviving record after merging with a duplicate Lead using the LeanData-Cloudingo integration. 

 

Contact Routing Action Values

  • <null> : Contact has not yet been picked up by LeanData system
    • Contact processing did not result in any action
  • converted : A Lead was converted by LeanData into this Contact
  •  
  • converted - new account : A Lead as converted into this Contact + new Account was created
  • merged - master: Lead or Contact merged into this Contact via LeanData Router
  • pending - time based: Contact has interacted with a Time-Based node and is pending further actions once evaluation time frame is met. If no subsequent action is taken, this value will remain in the Routing Action field.
  • pending - hold-until: Contact has interacted with a Hold Until node and is pending further actions once one of its update criteria is met or when the specified time frame expires. If no subsequent action is taken, this value will remain in the Routing Action field.
  • routed - account or assigned - account (if user from Account has been assigned to an alternate lookup field on Contact):
    • Contact routed to Account owner / custom Account field user
  • routed - activity or assigned - activity (if user from Activity has been assigned to an alternate lookup field on Contact):
    • Contact matched to existing SFDC Activity and assigned to Activity owner
    • Ownership can include:
      • Activity owner
      • User on Activity-level field
      • User field off Activity-level user object
  • routed - contact or assigned - contact (if user from matched Contact has been assigned to an alternate lookup field on Contact):
    • Contact routed to matched Contact field user (standard owner or custom user field)
  • routed - opportunity or assigned - opportunity (if user from matched Opportunity has been assigned to an alternate lookup field on Contact):
    • Contact routed to matched Opportunity field user (standard owner or custom user field)
  • routed - owner assignment or assigned - owner assignment (if user specified in Assign Owner node was assigned to alternate lookup field on Contact):
    • Contact ownership routed via explicit owner assignment
  • routed - round robin or assigned - round robin (if specific user from a Round Robin pool has been assigned to alternate lookup field on Contact):
    • Contact routed based off Contact Round Robin
  • routed - territory or assigned - territory (if user from territory rules was assigned to alternate lookup field on Contact):
    • Contact ownership routed via matched territory as defined in Territory Management
  • routed - with contact : Account ownership changed using the “Update Contact’s Account Owner”  option. This value will appear on the routing action field on the Account.
  • new opportunity : Contact information used to create new Opportunity
  • new task : Contact information (and potentially matched object info) used to create new task

 

Integrations

  • Cloudingo - merged : Contact is the surviving record after merging with a duplicate Contact using the LeanData-Cloudingo integration. 

 

Account Routing Action Values

  • <null> : Account has not yet been picked up by LeanData system
    • Account processing did not result in any action
  • converted - new account : Lead converted to a new Contact + new Account created
  • new account : Lead information used to create new Account (Lead is not converted and remains intact; no new Contact created)
  • pending - time based: Account has interacted with a Time-Based node and is pending further actions once evaluation time frame is met. If no subsequent action is taken, this value will remain in the Routing Action field.
  • pending - hold-until: Account has interacted with a Hold Until node and is pending further actions once one of its update criteria is met or when the specified time frame expires. If no subsequent action is taken, this value will remain in the Routing Action field.
  • routed - account or assigned - account (if user from Account has been assigned to an alternate lookup field on Account): 
    • Account routed to custom Account field user
  • routed - account team or assigned - account team (if user from team has been assigned to an alternate lookup field on Account): 
    • Account routed to user designated in Account team layout 
  • routed - activity or assigned - activity (if user from Activity has been assigned to an alternate lookup field on Account):
    • Account matched to existing SFDC Activity and assigned to Activity owner
    • Ownership can include:
      • Activity owner
      • User on Activity-level field
      • User field off Activity-level user object
  • routed - owner mapping or assigned - owner mapping (if user from mapping has been assigned to an alternate lookup field on Account): 
    • Account routed to user designated in owner mapping 
  • routed - opportunity or assigned - opportunity (if user from Opportunity has been assigned to an alternate lookup field on Account): 
    • Account assigned based on Opportunity owner
      • Ownership includes:
        • Opportunity owner
        • User on Opportunity-level field
        • User field off Opportunity-level user object
  • routed - owner assignment or assigned - owner assignment (if user specified in Assign Owner node was assigned to alternate lookup field on Account): 
    • Account routed to a user via any other non-Account field means (e.g. explicit owner assignment, related object field off the Account, etc.)
  • routed - round robin or assigned - round robin (if specific user from a Round Robin pool has been assigned to alternate lookup field on Account): 
    • Account routed based off Account Round Robin
  • routed - territory or assigned - territory (if user from territory rules was assigned to alternate lookup field on Account): 
    • Account ownership routed via matched territory as defined in Territory Management
  • new opportunity : Account information used to create new Opportunity
  • new task : Account information (and potentially matched object info) used to create new task

 

Opportunity Routing Action Values

  • <null> : Opportunity has not yet been picked up by LeanData system
    • Lead processing did not result in any action
  • converted - new opportunity : a Lead has been converted by LeanData to this Opportunity 
  • pending - time based: Opportunity has interacted with a Time-Based node and is pending further actions once evaluation time frame is met. If no subsequent action is taken, this value will remain in the Routing Action field.
  • pending - hold-until: Opportunity has interacted with a Hold Until node and is pending further actions once one of its update criteria is met or when the specified time frame expires. If no subsequent action is taken, this value will remain in the Routing Action field.
  • routed - account or assigned - account (if user from Account has been assigned to an alternate lookup field on Opportunity): 
    • Opportunity routed to Account field user (standard owner or custom user field)

routed - activity or assigned - activity (if user from Activity has been assigned to an alternate lookup field on Opportunity):

    • Opportunity matched to existing SFDC Activity and assigned to Activity owner
    • Ownership can include:
      • Activity owner
      • User on Activity-level field
      • User field off Activity-level user object
  • routed - contact or assigned - contact (if user from Account has been assigned to an alternate lookup field on Opportunity): 
    • Opportunity routed to matched Contact field user (standard owner or custom user field)
  • routed - opportunity or assigned - opportunity (if user from matched Opportunity has been assigned to an alternate lookup field on Opportunity): 
    • Opportunity routed to matched Opportunity field user (standard owner or custom user field)
  • routed - owner assignment or assigned - owner assignment (if user specified in Assign Owner node was assigned to alternate lookup field on Opportunity): 
    • Opportunity routed to a user via any other non-Account field means (e.g. explicit owner assignment, related object field off the Account, etc.)
  • routed - round robin or assigned - round robin (if specific user from a Round Robin pool has been assigned to alternate lookup field on Opportunity): 
    • Opportunity routed based off Opportunity Round Robin
  • routed - territory or assigned - territory (if user from territory rules was assigned to alternate lookup field on Opportunity): 
    • Opportunity ownership routed via matched territory as defined in Territory Management
  • routed - with opportunity 
    • Account ownership changed using the “Update Opportunity’s Account Owner”  option. This value will appear on the routing action field on the Account.
  • new opportunity : Opportunity information used to create new Opportunity
  • new task : Opportunity information (and potentially matched object info) used to create new task

 

Case Routing Action Values

  • <null> : Case has not yet been picked up by LeanData system
    • Case processing did not result in any action
  • pending - time based: Case has interacted with a Time-Based node and is pending further actions once evaluation time frame is met. If no subsequent action is taken, this value will remain in the Routing Action field.
  • pending - hold-until: Case has interacted with a Hold Until node and is pending further actions once one of its update criteria is met or when the specified time frame expires. If no subsequent action is taken, this value will remain in the Routing Action field.
  • routed - activity or assigned - activity (if user from Activity has been assigned to an alternate lookup field on Case):
    • Case matched to existing SFDC Activity and assigned to Activity owner
    • Ownership can include:
      • Activity owner
      • User on Activity-level field
      • User field off Activity-level user object
  • routed - owner assignment or assigned - owner assignment (if user specified in Assign Owner node was assigned to alternate lookup field on Case): 
    • Case routed to a user (e.g. explicit owner assignment, related object field off the Account, etc.)
  • routed - round robin or assigned - round robin (if specific user from a Round Robin pool has been assigned to alternate lookup field on Case): 
    • Case routed based off Opportunity Round Robin



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