What are Account Rules?
Account Rules allow you to assign your accounts based on your sales team structure and update accounts with data you’d like to use for reporting or other processes. You can create as many rules as needed to describe all of your routing scenarios.
How do I set up account rules?
To set up Account Rules, open the feature by selecting Routing > Rules > Account
1. Start by creating a new account rule, select the Create New button.
2. Select the conditions that accounts should meet to be updated by this rule. If you have multiple conditions for this rule, you can choose whether all of them must be met (AND), any of them can be met (OR), or specify custom logic.
3. If this rule will not be used for assignment, but only to update account fields for reporting and other purposes, select “Region Only” and save this rule. Otherwise, choose how you would like to assign this rule by selecting Continue.
3. You can assign accounts that meet this rule’s conditions:
- to a specific owner, who you can select from the user list
- via a Round Robin, which will select a new owner based on who is available and next in line within the chosen group. Select an existing Round Robin, or create a new one by selecting Create New
- to a person referenced in another field, for example a custom user field on the account. Use the Reference Field option to select the field to look at, or type the field API name into the custom assignment field
5. Select which field on the account should be updated with the newly assigned owner. Account Owner is the default, but any user field on the account can be selected instead. Once done, save the rule, and create another if needed.
6. Optional: configure multiple assignments within one rule by selecting Add Another Assignment. It is also possible to designate a backup assignee which will be used if the desired owner is inactive, frozen, or on leave.
7. For Region Only rules, and to configure lead field updates that will happen as part of routing rules, select Edit Field Updates from the menu to the right of the rule. Here you can select Create New and specify an account field, and the text that you would like it to be updated with. Repeat for as many fields as needed, and select Back to List to return to the rules page.
8. Optional: set a rule as default from the field value drop down menu on the right, so that any accounts which do not meet the conditions for any of your rules will be updated by the default rule.
9. If needed, re-order the rules as your account will be updated based on the first rule where it meets the conditions. Note that an account can be updated by the top applicable rule as well as the top applicable region only rule.
10. Select whether you would like all new accounts to run through your routing rules, or define conditions to run (and optionally re-run) rules for accounts which meet your business criteria. Note that region only rules will not be affected by the selected entry conditions, but rather will run on accounts during initial Lane Four processing, and every time a field that is part of the region only rule’s conditions is updated.
11. Enable account rules with the toggle on the top right of the screen.
Why are my accounts not being routed?
If accounts are not being routed or updated as expected there are a number of troubleshooting steps to try:
1. Are your account rules enabled? If not, select the toggle on the top right to enable them.
2. Did the account run through rules? If you have selected All Accounts on Creation in the entry conditions (when should your accounts be routed at the bottom of the screen), the account should have run through rules during initial processing. It would only run through rules that one time, and will not run through again. If you have defined entry conditions, check to see if the account met those conditions, and if necessary, update the conditions so that they capture the scenarios you’d like. Accounts will only run through rules if they meet the entry conditions on creation or if they meet the entry conditions after not having met them prior. If the account meets entry conditions and is later updated in a way that it still meets them, or no longer meets them, it will not run through rules again. It would only be routed again if it did not meet the entry conditions at one point, and then was updated to meet them.
3. Did the account meet the conditions for any of your rules? If the account meets the conditions to be routed, we will look for the rule that should update it. If the account does not meet conditions for any of the rules, and no rule is marked as “Default”, then the account will not be updated. You can create or update a rule that will capture the desired scenario for the future, and/or set one of your rules as default from the field value drop down menu on the right.
4. Has Lane Four finished processing the routing? You can check the Audit Report, accessible from the Match View component on your account page to see the processes that Lane Four has scheduled for this lead. If you see any that are marked not started or in progress, you may need to wait until they are completed to see the results of routing on your account. Note that the rules process group will appear as “AU-SRSR” or “AI-SRSR”.
Still not sure? Contact us and we will be happy to help.