Round Robin Assignment Limit
Set Limit per User
Within each Round Robin it is now possible to set a limit to the number of items each member should receive. This can be used to prevent a user from getting more assignments than your organization believes they should have at a time. Limits are set for each user, and are respected within the Round Robin, so each user within each Round Robin can have their own limit. Set the limit when adding members to the Round Robin, or when editing a member.
Set Overflow User
When every user in a Round Robin has reached their limit, you can send any other items that are going through the Round Robin to a specified overflow user or queue. Choose where the overflow goes by clicking on Customize Limit button, and then selecting a user or queue.
Use SLA to Limit Open Assignments Only
By default, Lane Four will count all records in the user’s name towards the assignment limit. However, you have the option of pairing Round Robin with SLA functionality to limit only open assignments. Set up an SLA on the object you are assigning via the Round Robin to indicate the interval during which the assignment should be considered open, and counted towards the limit. Any records in the user’s name which are not within the SLA will not be counted. To activate this, check the Limit Open Assignments Only box under Customize Limits, and configure an SLA on the object, if you don’t have one already.
Manage Accounts using SLAs
Use SLA functionality with Accounts to manage expectations of your teams and trigger actions after an elapsed period of time if the SLA condition isn’t met. Previously, SLA functionality was only available for leads and contacts.
Contact Assignment Scalability
We changed the architecture of our contact assignment for large volumes of records, which typically happens when accounts get assigned in mass, and all the contacts under them get updated. The change helps pace the assignments in batches avoiding CPU timeout errors.
Improved Region Automation Matching on Zip / Postal Codes
We can now find regions for records with 9 digit zip codes where the first 5 characters match a region’s details. You don’t need to make any changes for this to take effect; records which previously wouldn’t match because they had a 9 digit zip code in their addresses, will now be able to match regions defined with 5 digit zip codes.
We have also built out the capability to match based on the first 3 characters of a postal code, which is useful if you are managing high volumes of geographic data in your Region Automation Detail definitions. You can define your regions using the first 3 digits only, and we will find matches to records with the same first 3 digits in the postal code field. This means that you have less postal code details to manage for each region, which in turn improves performance.
Updating Activities with Lead and Contact Fields
You can now map a custom field on your activity to a field on the related lead or contact, so that upon creation of the activity record, it can be enriched with data from the related lead, contact, or account. This is helpful if you are trying to perform automation or reporting on activities, and you need to reference a field on the related record – a function not supported by Salesforce out of the box. Find this feature in our Roll Up menu in the Activity Mapping tab.
- Fixed some UI issues in the new Round Robin interface
- Changed Override Field on Round Robin UI to a lookup instead of a plain text field to make it easier to specify a field other than ownerID for the Round Robin assignee to update
- Enabled configuration of a Lane Four running user in Lightning