Are you spending your valuable time assigning Salesforce.com Cases or Leads manually when you could be spending your time doing something more productive? Would you like for your Cases and Leads to be automatically assigned directly to your team members and distributed equally among them? If so, here are a couple of great, free Round Robin Assignment options to assist you.
A Round Robin Assignment describes a method of choosing a resource for a task from a list of available ones, usually for the purposes of load balancing. In a simple use case, you may have multiple team members in a queue who work all Leads or all Cases regardless of the type of Lead or Case. If you would like to ensure all team members are assigned to work the same number of Leads or Cases, you can use a simple Round Robin formula to help automatically assign this work to each individual.
To create a simple Round Robin Assignment, first you will create two new custom fields on the Lead or Case object. 1) Create a field with the data type of Auto Number and name it “Lead Number” or “Case Number”. 2) Create a formula field named “Round Robin ID”. The formula will be MOD(Lead_Number_c),3)+1 where “3” = the number or workers in the Round Robin. If you are using this formula for Cases, the formula will read MOD(Case_Number_c),3)+1. Secondly, you will create an Assignment Rule like the example below:
Once you have completed these steps and made the assignment rule “Active”, your new Leads or Cases will automatically be assigned directly and distributed equally one by one among each of your associates included in the Round Robin. Keep in mind when using this Round Robin method, assignment rules can not include rules to assign Leads or Cases outside of the Round Robin, otherwise the assignments skip. This means assignment rule filters should not be used with this method.
You may have a Round Robin use case that is more complicated, requiring more filter criteria to assign Leads or Cases correctly. This filter criterion may not be the same for each associate or group of associates. To manage the filter criteria more efficiently, ensure the auto-assignments are made correctly and control vacation stops and temporary or permanent assignment adjustments, you may find it easier to use a handy app found on the Salesforce.com AppExchange named Round Robin Record Assignment
The Round Robin Record Assignment app provides you with the ability to create Assignment Groups that are controlled by the native “Assignment Rule” functionality. Not only can you easily manage assignment adjustments, but also, Users can be a part of more than one Assignment Group.
The Round Robin Record Assignment creates a new tab called Assignment Groups where you can manage members and member status. You will create an assignment group of associates and then assign the group to a queue. Record assignment is independent across groups. When a new Lead or Case is created and is assigned to a queue that is assigned to an Assignment Group, the Lead or Case is assigned directly to the next active assignment group member. Voila, your assignment work is done for you! You can use your time for other more productive activities – like maybe an actual lunch break.
Some important tips about Round Robin Record Assignment:
This app is a free app, not supported and is not an Aloha app (meaning if you install this app it counts against your system limits of installed apps, tabs and objects in your Salesforce org). It works well, however downloads with a slight bug that can be easily fixed after you install it.
The bug is a manual owner assignment issue which causes a user to have to reassign the record twice manually if the owner needs to be changed for any reason. To fix this bug you will need to modify the caseRoundRobin trigger. Search for: Trigger.new[i].TempOwnerId__c = ag.User__c; Modify it as such: Trigger.new[i].TempOwnerId__c = ”; After applying this fix and deploying the trigger, the assignments work perfectly.
Also, the app is written to assign Cases. You can adjust it to work with Leads, as well. To adjust the app to work with Leads, you will need to write a trigger for Leads in the same way they are written for cases. Then, you will need to add a picklist value to AG Queue Type field and create a new text field with 18 characters on the Lead Object named TempOwnerID .