Prioritizing Routing Based on Region
Follow these steps, or skip to the example for a visual approach.
A lead, contact, or account can be routed directly to a rep based on region. This can be done by establishing rules in your queues based on pre-existing fields in your Salesforce instance.
Similarly to all other queues explained in the Introduction to Queues, you are able to choose between Flexible, Strict, or a combination round robin.
Establish queues based on region and assign each region with the appropriate team members.
Per each queue, establish if you'd like to use a strict or flexible round robin.
Based on fields set up in your Salesforce instance, create rules based on region for each of the following areas:
- Related Account
- Related Contact
- Related Lead
Activate your queue!
We establish two separate queues: 1 for Team USA and 1 for Team International with their corresponding team members assigned.
and Non-USA Inbounds
For the sake of this example, we have a USA team consisting of Nicole
Now we create rules, as follows:
Now, when a sales rep sees an inbound lead, from France, she uses the instant book button next to the lead's email address and automatically sees the queue for the International Team.