Configuring lead routing
Sales operations use lead routing in both business-to-business (B2B) and business-to-consumer (B2C) scenarios to manage your leads more intelligently. After you enable lead routing in App Studio, the lead routing option is visible in your Pega Sales Automation application. Configure lead routing by applying conditions, for example, route leads to a person with particular skills, or based on their current workload.
For more information, see Improve case resolution with enhanced routing business logic (8.3).
- Log in to the application as a Sales Ops.
- In the Sales Ops navigation pane, click , and then specify the following conditions:
- Depending on your business needs, select either the B2B or B2C selling mode.
- Select a Route to action:
If you want to route a lead to a particular person when a particular condition is met, select Operator, press the Down arrow key to choose the routing value, and then specify the condition.
If you want to route a lead to a work queue when a particular condition is met, select Work queue, press the Down arrow key to choose the routing value, and then specify the condition.
If you want to route a lead to an available person with particular skills, select Route based on availability and skillset, click Edit parameters, and then add a workgroup value and skills.
For example, route a lead to an operator who speaks English and French. Make sure to select the Required check box next to a skill. If there are no matches, the system assigns the lead to the manager of this workgroup. If many operators have the same set of skills, the system assigns the operators randomly.
If you want to route a lead to an available person with particular skills and low workload, select Route based on availability, skillset, and work load, click Edit parameters, and then add a workgroup value and skills.
- Optional: Specify one or more when rules to adjust the routing logic to your business
needs.For example, route particular emails to a defined sales representative.
- Optional: Use the drag handle to reorder the rules to fit your business needs.
- Click Save.
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