Set up automatic lead assignment

 

Updated: November 1, 2016

Applies To: Dynamics Marketing

System_CAPS_importantImportant

Microsoft Dynamics Marketing is scheduled to be retired on May 15, 2018. After that date the service will no longer be available. Please plan accordingly. For details, see the blog post Microsoft Dynamics Marketing service will be discontinued, and learn what’s coming next.

When new leads are created, especially when created automatically, you can make sure they’re assigned and labelled correctly by setting up lead assignment rules. Lead assignment rules establish criteria for assigning leads to contacts based on various lead properties such as location, campaign, event, source code, and more. When a lead-assignment rule is triggered, the following actions occur:

  • The lead’s Assigned To setting is updated to match the Assigned To contact set for triggered rule.

  • The lead’s Status, Territory and Priority are also updated to match the corresponding settings set for the triggered rule (if set).

  • The contact assigned to the lead is added to the team for the contact (or account) associated with the lead. More information: Define and manage teams 

  • New Lead, Lead Reassigned and Lead Status Change email alerts are sent to the contact that the lead is assigned to and the previously assigned contact if these alerts are set up (recommended). More information: Work with alerts

  • The lead is set to unread, so it appears in bold type on the Leads list page.

To work with lead-assignment rules, you must have Edit/View Lead Assignment privileges. More information: Work with user accounts and staff contacts

To work with lead assignment rules, go to Settings > Rules and Models > Lead Assignment Rules. This brings you to the Lead Assignment Rules list page, which provides many of the standard controls for searching, sorting, filtering, adding, removing and viewing items in the list, plus other common features. For details about how to use these common controls, see Learn how to work and get around in Microsoft Dynamics Marketing.

System_CAPS_warningWarning

Unlike for most records in Dynamics Marketing, the Delete Delete button button for lead assignment rules permanently deletes the selected rules rather than simply marking them as inactive and hiding them in the list. There is no way to view or recover these deleted lead assignment rules. If you want to disable a rule so you can use it later, you can set its Status to “Pause.”

Whenever you create or edit a lead-assignment rule, the settings listed in the following table are provided on the Lead Assignment Rule maintenance page.

Field or Section

Description

Status

Set this to “Active” to enable the rule for all new and reassigned leads. Set to “Pause” to temporarily disable the rule.

System_CAPS_noteNote

The default value for this field is “Pause”, so remember to change this to “Active” so your rule will take effect.

Company

Lead assignment rules will only be applied to leads that also belong to the same company as the rule itself. Enter the name of the company that the current record belongs to. The company must already exist in the database; type-ahead assistance is provided (or enter “%%” as a wildcard to scroll through all companies). The current record is only available for use with other relevant entities that are also associated with this same company. For example, a marketing message associated with the company Woodgrove Bank can only be sent to contacts belonging to Woodgrove Bank and included in campaigns associated with Woodgrove Bank. 

Name

Enter a short but descriptive name. This value will identify the current record in list views, type-ahead fields, drop-down lists, and other areas of Dynamics Marketing. Choose a value that you and all other users are likely to recognize in the future.

Assigned to

Specify the contact to assign to all leads where the current lead-assignment rule applies. This is a Type-ahead field and must refer to a record that already exists in the database.

Lead Status

This status will be set for all leads where the current lead-assignment rule applies. This value can be useful for sorting and filtering your records and for supporting internal processes or policies. Your admin can customize the values available here; see Create custom drop-down values and folders for details about how to customize drop-down values. (Category type = Lead Status.) For more information about how the status setting affects a lead, see Create and manage leads.

Created by

Shows the name of the contact that created the current record. This is automatically set to match the current user when the record is created, but you can also change it. The specified contact must already exist in the database; type-ahead assistance is provided (or enter “%%” as a wildcard to scroll through all contacts). This setting can affect which users are able to see and edit the current record, depending on the users’ security settings and team memberships. More information: Work with user accounts and staff contacts and Define and manage teams.

System_CAPS_noteNote

You can edit this value while creating a record, but it becomes read-only once you save it.

Territory

Specify the territory to assign to all leads where the current lead assignment rule applies. This value can be useful for sorting and filtering your records and for supporting internal processes or policies. Your admin can customize the values available here; see Create custom drop-down values and folders for details about how to customize drop-down values. (Category type = Territory.)

Lead Priority

Specify the priority to assign to all leads where the current lead assignment rule applies. This value can be useful for sorting and filtering your records and for supporting internal processes or policies. Your admin can customize the values available here; see Create custom drop-down values and folders for details about how to customize drop-down values. (Category type = Lead Priority.)

Type

Specify the type for the current lead assignment rule itself. This value can be useful for sorting and filtering your records and for supporting internal processes or policies. Your admin can customize the values available here; see Create custom drop-down values and folders for details about how to customize drop-down values. (Category type = Lead Assignment Rule Type.)

Description

Enter a description that can help you and other users remember what this record is for and how it should be used.

Criteria

This section is available once you have saved the rule at least once. It includes a table of criteria that establish the conditions that will trigger the current rule. See the following sections for details about how to work these.

Use the Criteria section to establish a set of criteria for your rule. You must save a new rule at least once before you can work with this section.

  • To add a new criterion, choose the New New button button at the top of the Criteria section. A pop-up window opens; use it to set up your criterion as described in the following subsections and then choose Submit to add it to your rule.

  • To remove existing criteria, select the check box for each criterion you wish to remove and choose the Delete Delete button button at the top of the Criteria section.

Each criterion takes this form.

  • Field | Operator | Value

Some examples are given in the following table:

Field

Operator

Value

Score

Greater than

500

City

Contains

New York

Campaign

Is in set

summer sale, project one

Event

Is in set

In-store demo

When more than one criterion is specified, a logical or operator is applied to them, which means that the rule will apply when any one or more criteria are found to be true. When at least one criterion resolves to true for a given lead (which also belongs to the same company as the lead-assignment rule itself), then the rule is triggered and its settings are applied to that lead.

System_CAPS_cautionCaution

Dynamics Marketing stops testing lead-assignment rules after the first match is found; other possible matches will be ignored. It processes the rules in the same order that they appear on the Lead Assignment Rules list page. You must therefore take care when designing your lead-assignment logic and sequence your rules appropriately.

All of the fields available for testing with lead assignment criteria come either from the lead record itself or from the contact or account primarily associated with the lead. If your admin has enabled user defined or custom contact fields for the lead and its contact, these will also be available for use in your lead assignment rules. More information: Configure user defined fields, Create custom contact fields for market segmentation

Operators define the type of test that the criterion will make against values of the type defined by the Field setting, which also affects the types of operators that are available for the criterion. Most of these should already be familiar to you and include standard operators such as equal to, greater than, less-than, contains, etc., however some are special. The following table gives a brief overview.

Operator

Description

Equal to, not equal to, between, greater than, less than, less than or equal to, greater than or equal to

These are all standard comparisons for evaluating numbers and dates.

Is null, is not null

These operators check to see whether any value at all has been entered for a given field. Note that values such as zero or a space do not count as “null”.

Is in set, is not in set

These operators are provided for fields that check for related records, such as campaigns, email messages, etc. For these, you must set the Value to one or more related-record names. For example, when you want to check for an event, you must specify the event record that you want the rule to check against. In these cases, the Value will be a Type-ahead field.

For some field types (such as Zip/Postal Code), you will be able to use this operator together with a list of possible values rather than related records. In this case, Value will not be a type ahead field.

contains

Checks whether a target field contains the specified value as part of its contents. This operator is only provided for testing text fields.

Dynamics Marketing executes your assignment rules in the same order as they’re listed on the Lead Assignment Rules list page and applies the first rule it finds having a criterion that evaluates to true. Execution stops as soon as the first match is found, even if other matching rules also exist. You must therefore keep the execution order in mind when you’re designing your lead assignment logic.

To help you visualize and manipulate the rule order, the Lead Assignment Rules list page automatically groups all rules by the company the lead belongs to. When evaluating lead assignment, Dynamics Marketing only executes rules that belong to the same company as the lead itself.

To adjust the execution order of your lead assignment rules:

  1. Search and filter to find all the rules that belong to the target company.

  2. Click or tap somewhere within the row you want to reposition to select it. When selected, the entire row will be highlighted.

  3. Drag the highlighted row up or down in the list as needed.

Lead assignment rules are run and applied as follows:

  • You can configure Dynamics Marketing to run lead-assignment rules automatically on all new leads (including on import) and edited leads that are saved without an Assigned To value. To enable this, select the Automatic Assignment check box under the Lead Management section of the Site Settings page (More information: Configure site settings). When this is enabled, Dynamics Marketing immediately begins running lead-assignment rules that belong to the same company as each edited and newly created or imported (and unassigned) lead. It will apply the first rule it finds with at least one matching criterion; all remaining rules will be skipped.

  • To manually run your lead-assignment rules at any time, go to Marketing Execution > Lead Management > Leads and choose the Reassign using Rules Reassign button toolbar button. A pop-up will ask whether you wish to run lead-assignment rules on all currently found leads or on selected leads.

  • You can manually and explicitly assign a lead at any time by editing the Assigned To setting on its Lead maintenance page.

  • You can manually and explicitly assign several leads at a time by going to the Leads list page, marking the target leads and choosing the Mass Update Mass Update button toolbar button.

More information: Create and manage leads

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