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Route leads with dynamic assignment rules

Lead routing—the process of distributing incoming leads among sales reps—can be simple or complex. If you have sophisticated requirements for making those lead assignments, review these tips for using the standard seller information and dynamic matching to streamline rule configuration in the Sales Premium for Dynamics 365 Sales.

A simple approach to lead routing is to make a list of all your sales reps, and then assign each new lead to the next seller in sequence (round robin) or based on availability (load balancing). This can be achieved by using the assignment rule shown in the following screenshot. This configuration will assign all the leads that are part of the segment  Leads from web  to sellers in a round-robin way.

More sophisticated requirements can also be configured by using the lead assignment rules. The rules can identify the most appropriate seller based on the fields of incoming leads. Seller availability and capacity can also be considered in the rule. The following two options are available to select sellers: 

• Use existing fields from seller records in Dynamics 365. 
• Use seller attributes defined for assignment rules. More information:  Manage seller attributes  

Using the first option to manage lead distribution is simpler in terms of onboarding and management because it uses the seller information that already exists in Dynamics 365. The following example shows a rule to assign leads to sellers who are based out of Seattle: 

Dynamic matching eliminates manual rule setting

Dynamic matching reduces the effort of having to write and maintain multiple static rules for each permutation and combination of values. Suppose we want to distribute leads based on country. For example, we can have leads from the United States assigned to any seller focused on US clients and leads from India assigned to any seller focused on India.

If we try to create static rules for each assignment by country, we’d need as many rules as countries. If the organization is serving 150 countries, we might need to create 150 static rules. If we wanted to use more attributes, such as Zip Code and currency, the rule count would multiply exponentially. A simpler approach is to use the dynamic match capability. In the scenario described above, where leads are assigned to sellers based on country, we can have a single rule as follows: 

Here, the rule will check the country of the lead ( Lead.Country ) and match it with seller’s country. When there is an exact match, the lead is assigned to the appropriate seller. 

Note:  Country  as used here is a  global option set  defined for both lead and  system user  entities. You could instead use the look up mechanism to find a match. In this way, you can use any string type of field (a single line of text). However, the string type of lead field will need a logical name on the right side as shown in the screenshot below: 

ZIP/Postal Code  as selected for the first field, on the left side, refers to a system user field that needs to match with the lead field called  address_1_postalcode , which is the logical name for the field  ZIP/Postal Code  in Lead. 

Bulk import of user fields for lead assignment  

Once the admin identifies the relevant lead and user fields for lead assignment, the challenge can be to populate the user fields that will be used in lead routing. This can be done by the sales manager using a CSV file. The file is reviewed, and then imported in bulk as shown in  How to import data .

Rule management 

Here’s a scenario in which an organization would like to route leads based on a few parameters: country (option set), Zip Code (string), and currency (look up). If all the three parameters match with seller, lead should be routed to that seller, otherwise it should try to match the country only. In this scenario, we can have two assignment rules in the following evaluation order (rules get evaluated in the order specified):

• The first rule matches on all three parameters (country, Zip Code, and currency).
• The second rule matches based on country. 

Configuration for the rule to match country, Zip Code, and currency:  

Configuration for the rule that finds a match only based on country: 

Note that these scenarios simply depend on the user information that is entered into the system whenever a new seller is added. The new seller can begin to get leads right away, as long as all the routing-relevant fields are populated as part of onboarding. 

The post Route leads with dynamic assignment rules appeared first on Microsoft Dynamics 365 Blog .

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Microsoft Dynamics 365 CRM Lead/Case Assignment Automation Rules - Best Practices and Tricks!

Businesses revolve around Sales. That is why Leads are precious because only a fraction of them are converted into sales. And one of the challenges that organizations face in lead conversion is responding quickly to newly generated leads.

41% of business organizations feel that following up with leads quickly is a challenge. But only 25% of marketing and sales professionals have any kind of automation software specific to lead conversion.

In highly competitive markets, this response time can make or break deals. The only way to decrease the response time is to assign the incoming leads quickly to the respective salespersons, which is practically impossible in the case of manual processing. So, the only solution is to automate the assignment of leads through an app that specializes in this task and works with your CRM.

And this is where Lead Assignment and Distribution Automation comes in!

This Microsoft Preferred App automates the allocation or distribution of Leads (or any other entity records) recorded in Dynamics 365 CRM in a systematic way.

Now, let’s see why Lead Assignment and Distribution Automation is the apt app for assigning Leads, Cases, or any other entity records in Dynamics 365 CRM.

Bid goodbye to the manual assignment of Leads

With this Lead assignment automation app, you can assign the leads generated through various sales and marketing initiatives by using Round Robin or Capacity Algorithm. With the Round Robin algorithm, the incoming Leads will be evenly distributed among your team members. If there are three members in your team and there are six incoming Leads then each member will be allotted two Leads.

But under the Capacity Algorithm, the individual capacity of your team member (salesperson) is taken into consideration while assigning leads. Under this rule, you can allocate more leads to an experienced salesperson as compared to an inexperienced one. This ensures that each team member is equally loaded as per their capacity.

Further, you can also automate the assignment of leads that were already existing in Dynamics 365 CRM before the implementation of this automation app into your CRM. Another added advantage of using this Lead automation app.

Multiple checkpoints to assign leads with ease

While automating lead assignment in Dynamics 365 CRM, there are many factors that need to be considered carefully for the smooth execution of the lead assignment process. For example:

• The order of executing assignment rules if there are multiple assignment rules configured in your CRM.
• The sequence of assigning leads to team members (salesperson) if there are five or more salespeople in your team i.e. who will get the first lead?
• Daily, weekly or monthly – when the leads should be assigned?
• Check availability of the salesperson – is the salesperson on vacation, out of the office, or available?

Configuring rules and applying conditions to handle these factors will ensure operational efficiency while assigning leads in CRM. These parameters or checkpoints will undoubtedly eliminate any chances of mismanagement while allocating leads in Dynamics 365 CRM.

Dashboard reporting to monitor lead assignment

With Dashboard reporting, the Lead Assignment and Distribution Automation app ensures you get a clear insight into total assigned leads. It helps you to understand to whom the active leads are assigned and the situation with pending leads through the Lead assignment dashboard. When this information is readily available, it becomes relatively easy to track, monitor, and optimize the workload and performance of each team member. It is also quite helpful in planning sales strategies and the development of skills of salespeople, resulting in a higher lead conversion rate.

With all these features, isn’t this quite an amazing app to have in your Dynamics 365 CRM?

In this day and age of technological advancement, restricting an organization's capabilities with manual tasks is a huge disadvantage for the future growth of the organization. So, break free from the old patterns and explore the advantage of automation apps for the future advancement of business.

Just go to our website or Microsoft AppSource and download the 15-day free trial of this fabulous lead automation app.

Also, check out these videos to learn more about this Lead automation app.

For any further information on automating lead assignment within Dynamics 365 CRM, mail us at [email protected]

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Mastering Assignment Rule Configuration in Dynamics 365

In the fast-evolving landscape of sales and customer relationship management, the key to success often lies in the ability to efficiently manage and route leads. Microsoft Dynamics 365, a leader in CRM solutions, offers a powerful feature to transform this aspect of sales: Assignment Rules. Earlier this month, we published a blog discussing the crucial role of assignment rules in lead management . This blog post will delve into how configuring these rules can revolutionize your sales process, ensuring that leads are directed to the most suitable sales representatives, thereby enhancing lead management and boosting conversion rates.

Accessing Dynamics 365 Sales Hub: The Starting Point

The first step in leveraging the power of Assignment Rules is accessing the Dynamics 365 Sales Hub. This platform serves as the control center for all sales-related activities, including the management of leads and customer interactions. By logging into the Sales Hub, users gain access to a range of tools and features crucial for effective sales management.

Navigating to Sales Insights Settings

Within the Sales Hub, the next step is to navigate to the Sales Insights settings. This area is vital for configuring various sales automation features, including assignment rules. The Sales Insights settings provide users with valuable data and insights, enabling them to make informed decisions and tailor their strategies to meet market demands and customer needs.

Utilizing the Sales Accelerator for Enhanced Performance

The Sales Accelerator, found within Sales Insights, is a key component for boosting sales processes. It offers a suite of tools, including work assignment options, designed to expedite and enhance sales activities. The Sales Accelerator not only streamlines sales efforts but also ensures that leads are managed more effectively, leading to improved sales outcomes.

Configuring Assignment Rules: Tailoring to Your Sales Strategy

Configuring Assignment Rules involves creating and activating rules within the work assignment section. This crucial step requires defining criteria for each rule based on factors like lead score, geographical location, or the expertise of sales representatives. Aligning these criteria with the company’s sales strategy and customer segmentation ensures that leads are matched with the most suitable sales rep, enhancing the likelihood of successful conversions.

Real-World Example: Enhancing Lead Management in a Tech Firm

Consider the case of a technology firm that implemented Dynamics 365 Assignment Rules to route leads based on product interest and regional expertise. This strategic approach resulted in a notable increase in lead conversion rates, demonstrating the effectiveness of well-configured assignment rules in real-world scenarios. Visit our blog for 10 Proven Strategies to Supercharge Lead Generation with Dynamics 365 .

Testing and Optimizing: Ensuring Maximum Efficiency

After setting up the rules, it’s essential to test and optimize them. Monitoring their performance with a selected group of leads helps identify areas for improvement. Making necessary adjustments ensures that the Assignment Rules remain effective and aligned with changing market dynamics and customer preferences.

Regular Updates: Adapting to Changing Sales Landscapes

The business world is dynamic, and so are the strategies needed to navigate it successfully. Regularly updating and revising assignment rules is crucial to keep pace with changing market trends and evolving customer behaviors. This ongoing maintenance guarantees that the lead routing process remains relevant and effective. Visit our blog for tips on Mastering Lead Management in Dynamics 365 .

The Impact on Lead Conversion Rates and Customer Satisfaction

Well-configured Assignment Rules have a significant impact on lead management, improving response times, and elevating customer satisfaction. By ensuring that leads are quickly and accurately routed to the most appropriate sales representatives, businesses can build stronger customer relationships, fostering loyalty and driving sales success.

Conclusion: Embracing Dynamics 365 for Sales Excellence

In conclusion, configuring Assignment Rules in Dynamics 365 is a strategic initiative that can profoundly impact a company’s sales performance. This feature not only streamlines the sales process but also opens doors to higher conversion rates and enhanced customer satisfaction. In today’s competitive market, Dynamics 365’s Assignment Rules are not just a feature; they’re a strategic advantage, empowering sales teams to excel and driving business growth. Sales Copilot stands out as another powerful feature within Dynamics 365, designed to enhance the performance of sales teams.

How can we help?

In the dynamic realm of modern business, effective lead management is the cornerstone of sustainable growth and triumph. Microsoft’s robust customer relationship management (CRM) solution,  Dynamics 365 , offers a comprehensive lead management system to capture, nurture, and convert leads into steadfast customers. To learn more about the core elements of lead management in Dynamics 365 and how it can supercharge your sales pipeline, visit  Mastering Lead Management in Dynamics 365: Igniting Your Sales Pipeline .

enCloud9  is one of the most recognized and respected Microsoft Solution Partners for Business Applications. Leveraging the powerful capabilities of the Microsoft stack, enCloud9’s team of certified professionals help small to medium sized businesses optimize their customer interactions, drive sales growth, and streamline marketing. Our dedication to achieving excellence, prioritizing customers, and possessing extensive industry expertise positions us as the preferred choice among businesses.  

Get in touch with us today  to see how we can help enhance your lead management and drive sales pipeline growth with Dynamics 365.

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understand-lead-distributions-assignment-rules.md

Latest commit, file metadata and controls, understand record distribution in assignment rules.

In Dynamics 365 Sales, assignment rules automatically distribute, or assign, new and updated leads, opportunities, and insights to your sales team. The automated process saves you time and effort and optimizes the workload across your sales team.

Assignment rules can distribute these records in either of two ways: round robin or load balancing.

• In round robin distribution , the primary consideration is when sellers were last assigned a record.
• In load balancing distribution , the primary consideration is their capacity, or how many active records they're working on.

Depending on its definition, a rule that prioritizes load balancing might still use round robin criteria to assign records to sellers.

It's important to understand both the differences between them and how other criteria—like your sellers' workload and schedules—affect how records are assigned.

[!INCLUDE sales-work-assignment ]

Round robin distribution

Round robin assignment distributes a new or updated record fairly among the sellers who meet the rule's criteria. It gives the record to the seller who's waited the longest for a new lead, opportunity, or insight, including records that were assigned manually or by an add-in.

The order of sellers assignment using round robin algorithm is stored at org-level and not at rule-level.

Let's look at some scenarios to understand round robin distribution.

A lead comes into the system at 1:33 PM. Based on the selection criteria that are defined in the assignment rule, three sellers can potentially work on the lead:

Miriam's last assignment is earlier than Sanjay's and Susana's. She's been waiting longest, so the lead is assigned to her and her last assignment time is updated.

Another lead comes into the system at 1:50 PM. This time, only Miriam and Sanjay have the required attributes to work on it:

But this time, Sanjay has been waiting longer than Miriam. Sanjay gets the lead.

Assume that you have three sellers—Miriam, Sanjay, and Susana. A set of rules is created for assigning records to them. The initial order is Miriam, Sanjay, and Susana.

• Rule 1 assigns an incoming lead 1 to Miriam. The new order becomes Sanjay, Susana, and Miriam.
• Rule 2 assigns the next incoming lead 2 to Sanjay. The order is now Susana, Miriam, and Sanjay.
• Rule 3 assigns lead 3 to Susana. The final order becomes Miriam, Sanjay, and Susana.
• Now, a new lead comes in to the application—Rule 1 assigns the lead 4 to Miriam.

However, you might have noticed that only Rule 1 is assigning the record to Miriam twice consecutively. This is because the order of assigning records is stored at the org-level and not at the rule-level.

Assume that you have two sellers—Miriam and Sanjay. A rule is created for assigning records to them. The initial order is Miriam and Sanjay.

Now, if Lead 1 is generated by Miriam, she automatically becomes its owner. As a result, when the rule is executed, the lead is assigned to Sanjay as Miriam is already the owner and part of the distribution list. The new assignment order changes to Miriam and Sanjay.

This is because whenever a seller creates a new record, they're automatically included in the distribution list. This affects the order of assignment for future records.

Load balancing distribution

Load balancing assignment finds the sellers who meet the rule's criteria and gives the record to the one who can take on more work. This method makes sure that all salespeople have a fair share of work and reduces uneven workloads.

Let's look at an example to understand load balancing distribution.

A lead comes into the system. Based on the selection criteria that are defined in the assignment rule, three sellers can potentially work on the lead:

Susana can handle more work right now than Miriam or Sanjay. Susana gets the lead, and her available capacity is now 14.

Continuing with this example, let's assume that Miriam, Sanjay, and Susana can all potentially work on the next few incoming leads.

Two new leads come into the system. Susana still has the most available capacity, so the leads are assigned to her. Afterward, their available capacity looks like this:

One more lead comes into the system. Sanjay and Susana are equally available. Susana got a lead more recently, so the new one is assigned to Sanjay based on round robin criteria. Now their available capacity looks like this:

Miriam closes three leads, increasing her available capacity to 13. A new lead comes into the system. Miriam now has the most capacity, so it's assigned to her.

Other distribution criteria

Assignment rules prioritize fairness in different ways depending on whether you select round robin or load balancing distribution. But fairness isn't the only consideration when records need to be assigned. They can also consider whether sellers are available to take on more work—that is, sellers' workload and work schedule.

Consider seller workload

In your assignment rule definitions, you can select Assign record type based on seller capacity . This option distributes records only to sellers who have the capacity to work on them. If no one does, the records are left unassigned.

Let's look again at our sales team, a little later on the same day.

A new lead comes into the system. Based on the selection criteria that are defined in the assignment rule, four sellers can potentially work on it:

With round robin distribution alone, Miriam would get the lead because she's been waiting longer for an assignment than the others. However, you told the rule to Assign leads based on seller capacity , and Miriam's available capacity right now is –2. Sanjay has been waiting next longest, but his available capacity is 0. The lead goes to Susana.

If no seller who met the criteria had available capacity greater than zero, the lead would be left unassigned.

Consider seller work schedule

In your assignment rule definitions, you can select Assign if a seller is available within N hours , where N is a whole number from 1 to 120. This option distributes records only to sellers whose work schedule shows they're available within the time you select. If no one is, the records are left unassigned. Learn how to set sellers' availability .

The rule considers matched sellers first by assignment priority (load balancing or round robin) and then by who is available, from now up to the maximum time allowed.

As shown in the following diagram, matched sellers are divided into six buckets of 24 hours each based on their work schedules. If no sellers fall in the first bucket, round robin distribution supersedes load balancing even if load balancing distribution is prioritized. The rule continues to evaluate the buckets from top to bottom. When it encounters a nonempty bucket, the rule assigns the lead to the sellers in the bucket based on round robin criteria.

:::image type="content" source="./media/sa-ar-lead-distribution-buckets.png" alt-text="Diagram illustrating how seller availability is evaluated in 24-hour buckets.":::

Let's look at an example to understand how sellers' work schedules affect the assignment of records.

In your assignment rules, you prioritize round robin distribution and set a time limit of 48 hours.

A new lead comes into the system on a Friday evening from an inquiry form on your website. Several sellers meet the criteria of an assignment rule, but none of them are working now. Next, the rule considers matching sellers who are available within the next 24 hours. That day is Saturday. Ordinarily, Sanjay would be working, but his calendar says he's on vacation. No other sellers are available, so the rule looks at the next 24 hours. No one is working on Sunday either. The rule has reached the limit of 48 hours, so the lead is left unassigned. If the time limit had been 60 hours, the lead would have been assigned to the first seller who was available on Monday morning.

Let's look at a few more examples in detail to understand how seller availability and workload affect round robin and load balancing distribution. Let's use the following notation for a seller's availability at the time of routing:

• 0D - Currently available
• 1D - Earliest available within 24 hours
• 2D - Earliest available from 24 to 48 hours
• 3D - Earliest available from 48 to 72 hours
• 4D - Earliest available from 72 to 96 hours
• 5D - Earliest available from 96 to 120 hours

Example 1: Round robin, consider seller availability only

The rule matched the following sellers:

Two sellers, Vivek and Sal, are available first. Vivek got a lead more recently than Sal, so the rule distributes the lead to Sal.

The next leads to come in are assigned to Vivek, then to Sal, and so on, until the availability of the matched sellers changes. The sellers' capacity isn't a consideration.

Example 2: Load balancing, consider seller availability only

Again, the rule matched the following sellers:

Again, Vivek and Sal are available first. This time, Vivek has the higher capacity, so the rule distributes the lead to him.

The next leads to come in are assigned to Vivek until his capacity falls below Sal's. Following leads go to Sal until his capacity falls below Vivek's, and so on, until the availability of the matched sellers changes. In this scenario, the sellers' capacity isn't a consideration. Vivek's and Sal's capacity can fall below zero as long as they're available before the others.

Example 3: Load balancing, consider seller availability and capacity

Once again, the rule matched the following sellers:

Because Assign leads based on seller capacity has been selected in the assignment rule definition, the rule ignores Vivek and Sal even though they're available first. That leaves Burt, Maya, and Maria:

Burt and Maya are available before Maria, so Maria is dropped from consideration:

The rule is configured to prioritize load balancing. However, load balancing distribution only works with sellers who are available at the time of routing. Because Burt and Maya aren't available now, the rule uses round robin criteria instead.

With capacity no longer a consideration, the rule considers who's been waiting for a lead longer:

The rule assigns the lead to Maya. The next leads to come in are assigned to Burt, then to Maya, and so on, until the availability of the matched sellers changes.

Related information

• Create and activate an assignment rule
• Set capacity for sellers

D365 "Taylored" to you!

Automatic Lead Assignment

Posted by: Dian Taylor | on June 15, 2021

I keep coming across more features that are getting enabled as part of 2021 Release Wave 1 and each time another feature is added I feel like I received another birthday present! Microsoft is not sitting still and new features are being added almost constantly! I think this feature is going to be a game changer for a lot of sales organizations. Keep in mind this feature is currently in public preview, which means it’s not a finished product as of yet. You have the ability to test it out and see how it works and provide feedback to Microsoft. As the title suggests, as part of this feature a lead distribution engine will be added to the Dynamics 365 organization. You can then configure the logic for leads to be automatically assigned to users or teams based on assignment rules. Keep in mind that this feature is part of the Sales Accelerator in Dynamics 365 Sales, which means you’ll need to purchase the Sales Insights add-on license in order to get access to this functionality. To learn more about the Sales Accelerator check out these two articles I wrote about it: What’s new with the Sales Accelerator and Sales Accelerator(Preview) .

How does it work?

So first let’s talk about how this auto-assignment actually works. When a lead flows into the system the assignment rules that were configured are applied to the leads. If the condition(s) in the assignment rule is met, the lead is automatically assigned to a Dynamics 365 Sales user or team. Keep in mind that if there are multiple rules. The the system always looks at the order of the rules, the rule that is on top will be ran first, then the one beneath that one, and so on. So when you are creating new rules, these new rules will automatically be added to the top of the list, but if you need to you can move the rules’ order around so that the most important rules are ran first.

Seller Attributes The assignment rules work hand in hand with seller attributes that are part of the lead assignment functionality as well. We can use these attributes to track certain things on a per user basis, for example certain skills different users have, like the ability to speak another language besides English. Another example is there maybe certain types of leads that should only be sent to certain sales people. Seller Attributes allow us to create attributes and associate them with Dynamics 365 users (the sellers). We can use some of the fields that are related to the lead table for this (option sets) or we can create our own attributes with their corresponding values. Let’s create a new seller attribute to track which languages our users are speaking. In the Sales Hub, navigate to Sales Insights settings and click on ‘Assignment Rules(preview)’ on the sitemap. You’ll notice ‘Seller attributes’ on the bottom right side of the screen. Click on ‘Manage’ then click the ‘+New seller attribute’ button. In the window that pops up, enter a name for the seller attribute, which in my case is ‘Language’ or ‘Languages Spoken’. Below the seller attribute you’ll notice an dropdown field that reads ‘Data field linked to attribute’. These are fields that I mentioned earlier which are related to the lead table. If there was an out of the box ‘Preferred language’ field for leads (which would represent the language the lead prefers), you would be able to choose that here, and you would even be able to remove any of the values from that field in the seller attribute! So for example if I had the languages ‘German’, ‘Spanish’ and ‘English’ in the ‘Preferred Langage’ option set field, but only needed to use ‘Spanish’ and ‘English’, I could remove the ‘German’ option from the seller attribute.

Since the ‘Preferred Language’ field doesn’t exist as part of the lead table, there are two different options you have: you can select ‘Do not link with fields’ (This allows you to add your own values to the attribute by typing the values in the ‘Attribute Values’ field and hitting enter on your keyboard) or you can manually create the ‘Preferred Language’ field for the lead table and using that. Honestly I would suggest trying both just to you understand what I’m talking about and get to learn more about this functionality. Managing Sales Teams You can access the sales users or sellers by clicking on the ‘Manage button’ on the Sales Teams section on the Assignment rules page. This will take you to a page that shows all the sellers and their related information, like ‘Max capacity’ (see explanation below), ‘Current leads assigned’ ( if there are leads assigned to sellers prior to creating assignment rules, the total number of assigned leads will not show in this list immediately. Once a lead gets assigned, a leads’ status is updated or a lead is deleted, this number of currently assigned leads will be updated) . Seller attributes that are assigned to each seller, whether or not a seller should be part of the users that gets leads assigned by the assignment rules (Assign Leads slider) and a list of ‘Roles’. If you want certain sellers to be excluded from getting leads assigned you can turn this off on a per user basis. Unfortunately there is currently no way to mass update sellers, you’ll have to turn them off one by one. Roles represent the security roles that are assigned to the user.

Applying Seller Attributes Once you have created the seller attributes you will still need to add them to the different sellers. You can start this process by clicking on the ‘Manage’ button on the Sales Team section on the Assignment Rules page. Keep in mind these seller attributes can only be assigned to users, not to teams. In order to assign the seller attributes to Dynamics 365 users in bulk, check the box next to the seller names, then click ‘Apply Attributes’ and select the attributes you want to assign. Another button on the top is the ‘Set Lead Capacity’ button. This will allow you to set how many leads any seller could have assigned as a maximum. This is important because this works hand in hand with the assignment rules. If (based on the rule) a lead is to ready to get assigned Tom, and Tom’s lead capacity is 10 but he already has 10 leads assigned to him the lead will not be assigned to him. The lead capacity can also be updated for multiple users at a time. Assignment Rules The assignment rules is where we configure the data (which leads should be assigned) and the logic of the lead assignment. (when does a lead needs to get assigned?) You’ll notice ‘Assignment rules’ on top of the screen. This is where you will be creating the assignment rules. Click ‘+New Assignment Rule’ to start creating a new rule. You will need to enter the name of the rule and select a lead segment. NOTE: Once the rule is activated, all of the leads in the segment will be assigned based on the logic in the rule. If you want this rule to apply to all leads you can leave the ‘Set lead segment’ field blank. If you’ve read my previous article about the sales accelerator and how segments work, then you know that we can filter out leads in a segment.

When you select a segment in the assignment rule, you can add additional filters to the assignment rule by clicking ‘+ Additional Condition’. This will take you to a query screen where you can configure the filters you want to use for this specific rule. You have the ability to filter on lead columns but you can also add filters for tables that are related to the lead, just like we can in advanced find. For this particular example I added a field/column to the lead table called ‘Preferred Language’ with the values “English’, ‘Dutch’ and ‘Spanish’ so I can track which language the lead prefers to speak. Under the assignment rule I am adding an additional lead condition where the ‘Preferred Language’ equals ‘English’. This means that all leads in the segment that I tied to to this rule that have this field set to ‘English’ will be included to be assigned. In the ‘ Assign these leads to ‘ field we can define who to assign the leads to. These could be individual users or to owning teams. (Make sure the teams/users have the correct privileges otherwise the leads won’t be assigned to the user/team.) If you choose to assign the leads to users, you’ll notice you can assign the leads to ‘Sellers with matching attributes’. These refer to the seller attributes that I discussed earlier. This option also allows us to add filters for those seller attributes. In this example we only want to assign the leads to sellers who speak English, so I choose the ‘User seller attributes defined for assignment rules’ option, and then picked ‘Language’ (<-this is the seller attribute) equals ‘English’. This means that these leads will only be assigned to sellers/users that have the ‘English’ language seller attribute. Under the ‘Distribute leads by’ section you have the option to choose load balancing or round robin assignment. Load balancing means that the leads will be distributed based on a users’ current load. Example: According to the rule a lead would need to be assigned to sellers/users who speak English. Let’s say there are two users, Bob and Scott who both speak English. Scott has a current load of 10 leads and Bob has a load of 5 leads currently assigned to him. This means the lead would be assigned to Bob, because his load is less than Scott’s. Round robin assignment is where the leads get distributed evenly. Let’s say we have 4 leads that need to be distributed, then both Bob and Scott will get 2 leads assigned regardless of how many leads they own. Below the ‘Load balancing’ and ‘Round robin’ assignment options you see the ability to consider a seller’s capacity. As mentioned before, a seller’s capacity is the maximum number of leads that can be assigned to the seller. If this box is checked, a seller’s capacity will be taken into account.

You’ll also notice a check box named ‘Consider seller availability’. If you check this box, then the seller’s calendar will be taken into consideration. Example: If a seller has marked days off on their calendar the lead won’t get assigned to that seller on those days even if that seller meets all other conditions. The system would try to assign the lead to another seller who meets the conditions in the rule or the lead would remain unassigned (if no other seller meets the condition(s)). In order for a seller to set their availability they would need to configure this. Before they can do this, the setting needs to be enabled first. You’ll need to navigate to ‘Sequences’, where you will see a ‘Settings’ button on the top right of the page (image above). The seller availability settings can be turned on here. Once this is turned on, each seller can configure their own individual availability by navigating to the Sales area in the Sales Hub and then selecting ‘Sales Accelerator’ on the sitemap on the left hand side. On the top of the work items lists you’ll notice a gear icon. This is where some of the personal settings can be configured. When clicking the gear icon the ‘Personal Settings’ window will pop up where users can configure their availability. To learn more about setting up sellers’ availability c lick here . One last thing I wanted to mention is that this engine runs each time a lead is created or updated, so it’s not like it runs in batches every couple of hours. I hope you enjoyed this article! Be sure to check in again next week for a new article or  subscribe here  to never miss another post!

Posted in D365 Sales , Release Wave | Tags: auto assignment , automatically assign leads , Lead Assignment , lead assignment engine , Sales | 2 Comments »

2 Comments to Automatic Lead Assignment

Thanks Dian for sharing this. One query regarding lead assignment engine. As it runs each time a lead is created or updated, if the lead is already assigned to a seller and a particular attribute changes on the lead, I believe such leads are not considered for reassignment to the sellers. Correct me if I am wrong over here.

I haven’t tried this myself, so I would definitely recommend playing with it to try that scenario out.

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Automatically route cases with Assignment Rules within Microsoft Dynamics 365 CRM!

You have invested a lot of time, effort and money to gain clients for your business. You probably marketed your business and used multiple branding strategies to attract clients. Therefore, it only makes sense to focus on customer retention.

Invespcro’s study states that companies who increase customer retention activities by 5% increase their profits by 25% to 95%. Likewise, HubSpot found that 93% of customers make repeat purchases with companies that communicate well and offer excellent customer service. Another report by Microsoft also revealed that 66% of customers have switched companies due to poor customer service. And the major reason of poor customer service is a lack of effective communication!

These statistics state that communication is also critical for customer retention, as it cultivates trust, which leads to loyalty. Hence, in this post, we will analyse, how you can maintain effective communication, reduce response time and be proficient in resolving support tickets.

We will also explore, how all of this can be achieved with the perfect Lead Management App within Microsoft Dynamics 365 – Lead Assignment and Distribution Automation.

But first, let’s understand in brief about Lead Assignment and Distribution Automation.

Lead Assignment and Distribution Automation is a productivity app within Microsoft Dynamics 365 that automates distribution of leads. With this app you can also assign and distribute any OOB records within Dynamics 365 CRM, which means support teams and service agents can allocate Cases.

Now, that we know about Lead Assignment and Distribution Automation, let’s see how it helps with customer retention

Maintain Effective Communication

Communication plays a critical role in customer retention. Effective communication helps businesses stay connected with clients and builds strong relationships. By communicating with customers in an effective and timely manner, businesses can keep clients satisfied and content. You can do this with Lead Assignment and Distribution Automation!

With the feature Round Robin Assignment , service agents can be assigned Cases in a sequential order. The loop can be configured depending on the criteria set and multiple round-robin assignments can be created to ensure that each incoming Cases are managed effectively and served rightly.

Reduce Customer Service Response Time

Reducing response time can have numerous benefits for businesses and service providers. A prompt response can help to build trust with clients, increase customer satisfaction, and ultimately, improve retention rates. Additionally, businesses that prioritize reduced response times are more likely to receive positive reviews and recommendations, which can help to attract new clients.

To reduce response time, businesses can automate responses to provide clients with immediate feedback and confirmation.

Lead Assignment and Distribution Automation assigns Cases to qualified and available service agents with the feature Automatic Assignment on Update or Capacity Assignment . As soon as a Case is created, the feature assigns the record to the support and service agents based on their lead assignment rules. This guarantees that leads are followed up quickly, offering customer gratification and retention. Moreover, with the feature Round Robin Assignment once the Case is assigned in the round-robin fashion, it is sure to get responded quickly as well.

Be Proficient in Resolving Support Tickets

Timely resolving support tickets can lead to increased customer loyalty. When a customer receives excellent support, they are more likely to continue using the product or service and become a loyal customer. This loyalty can lead to continual usage of the service, increased sales and revenue for the business. Which means every time a support query comes in it has to be distributed to the capable and skilled service agent.

With Lead Assignment and Distribution Automation, Cases can be assigned depending on the linguistic capabilities and skill level of service agent. With the Round Robin Assignment feature a loop can be configured for geographical distribution. Which means, Cases from France can be allotted to customer service agents who can speak French, Cases from Munich will be allotted to customer service agents speaking in German.

More experienced agents can handle complex Cases, while newer agents can handle simpler ones. Using advance settings, these assignment rules or conditions can be configured and Cases distributed accordingly. Whenever a newer service agent is unable to handle a lead, they may Auto-Assign Existing Records to experienced agents.

There is no doubt that customer retention is crucial for long-term business success as it costs less to retain an existing customer than it does to acquire a new one.

So, to ensure effective communication is essential for building strong relationships with customers, which in turn, increases customer retention, sign up for a free trial of Lead Assignment and Distribution Automation today !

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Select security roles to assign records to

• 3 contributors

Before an assignment rule can assign your sellers and sales teams new opportunities, leads, and insights, you need to select the security roles that can be automatically assigned to records. Then, make sure your sellers are given one of those roles.

Segments and assignment rules are part of the work assignment feature. Work assignment is available in sales accelerator version 9.1.23074.10021 and is rolling out in phases in different regions. Learn more about work assignment .

License and role requirements

Select security roles.

Sign in to your Sales Hub app.

In the lower-left corner of the page, select Change area > Sales Insights settings .

Under Sales accelerator , select Work assignment .

Select Settings .

In the Eligible security roles section, select Manage .

Select one of the following options to grant permissions to your sales team:

• All security roles : Allows all the security roles in your organization to automatically receive lead, opportunity, and insight assignments.
• Specific security roles : Allows only the security roles that you select to automatically receive lead, opportunity, and insight assignments.

Select Save .

Permissions required

The following permissions are required to perform tasks on work assignment entities. Make sure security roles are configured to grant the required permissions.

• Entity: Permissions

Seller attributes

• Attribute: Read, Create, Write, Delete, Append To
• Attribute Value: Read, Create, Write, Delete, Append
• Attribute: Read
• Attribute Value, User: Read, Append, Append To
• Attribute, Attribute Value: Read

Seller capacity

• Assignment Map: Read, Write
• Assignment Map, User: Read
• Sales Routing Run, Segment, Team, User: Read Note : Before a record can be assigned to a seller, the seller must have privileges on it.
• Segment: Read, Write, Append
• Sequence: Read, Write, Create, Append, Append To
• Sequence Stat, Sequence Target Step: Read
• Sequence Template: Append To
• Segment, Sequence, Sequence Stat, Sequence Target Step, and Sequence Template: Read
• Segment: Read, Write, Create, Delete
• Segment: Read
• Segment: Read, Write, Create

Assignment rules permissions are required only when assignment rule is selected for migration.

Assignment rules

• Assignment Rule: Read, Create, Write, Delete, Append
• Attribute, Attribute Value, Security Role, Team, User: Read
• Segment: Read, Append To
• Assignment Rule, Attribute, Attribute Value, Segment, Team, and User: Read

Can't find the options in your app?

There are three possibilities:

• You don't have the necessary license or role. Check the License and role requirements section at the top of this page.
• Your administrator hasn't turned on the feature.
• Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box Sales Hub and Sales Professional apps.

Related information

• Set seller attributes
• Set seller availability and capacity
• Create and activate assignment rules

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