round robin lead assignment dynamics 365

Round Robin Lead Assignment

Mitch Milam's Microsoft Discussions

If you use Microsoft Dynamics CRM and have a sales staff of more than one person, then you have probably encountered to need to assign incoming sales leads equally among your sales staff.

The Round Robin Lead Assignment solution was created to automatically assign new sales leads to a team of sales people in a round-robin fashion.

Utilizes the built-in features of Dynamics CRM 4.0

Through the use of Teams and a custom workflow, you can determine how leads are assigned to your sales teams.

Support for an unlimited number of sales teams

Round-Robin can assign leads to an unlimited number of sales teams, depending on how your sales organization is structured.

Virtually maintenance free.

Once Round-Robin has been installed and configured, the only ongoing maintenance required is for you to maintain the members of the Team (or Teams).

How It Works

For this discussion, we’ll use the South Central Sales District Team that contains four members, as shown in the figure below:

Using the Round-Robin method of assigning new sales Leads, Jose Curry will be the first person to receive a lead. The next Lead would be assigned to Gail, then Alan, then Connie. When the fifth new sales lead arrives, Round-Robin understands that Connie is the last person in the list and will start the Lead assignment process at the beginning with Jose and proceed down the list again.

$125.00USD per CRM Organization.   Click here to order.

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Route leads with dynamic assignment rules

• By Deepshikha Kumari, Software Engineer, Dynamics 365 Sales
• Audience type

Lead routing—the process of distributing incoming leads among sales reps—can be simple or complex. If you have sophisticated requirements for making those lead assignments, review these tips for using the standard seller information and dynamic matching to streamline rule configuration in the Sales Premium for Dynamics 365 Sales.

A simple approach to lead routing is to make a list of all your sales reps, and then assign each new lead to the next seller in sequence (round robin) or based on availability (load balancing). This can be achieved by using the assignment rule shown in the following screenshot. This configuration will assign all the leads that are part of the segment Leads from web to sellers in a round-robin way.

More sophisticated requirements  can also be configured by using the lead assignment rules. The rules can identify the most appropriate seller based on the fields of incoming lead s. Seller availability and capacity can also be considered in the rule. The following two options are available to select sellers:  

• Use existing fields from seller records in Dynamics 365.  
• Use seller attributes defined for assignment rules. More information:  Manage seller attributes  

Using the first option to manage lead distribution is simpler in terms of onboarding and management because it uses the seller information that already exists in Dynamics 365 .  The following example shows a rule to assign leads to sellers who are based out of Seattle :  

Dynamic matching eliminates manual rule setting

Dynamic matching reduces the effort of having to write and maintain multiple static rules for each permutation and combination of values. Suppose we want to distribute leads based on country. For example, we can have leads from the United States assigned to any seller focused on US clients and leads from India assigned to any seller focused on India.

If we try to create static rules for each assignment by country, we’d need as many rules as countries. If the organization is serving 150 countries, we might need to create 150 static rules. If we wanted to use more attributes, such as Zip Code and currency, the rule count would multiply exponentially. A simpler approach is to use the dynamic match capability. In the scenario described above, where leads are assigned to sellers based on country, we can have a single rule as follows:  

Here, the rule will check the country of the lead ( Lead.Country ) and match it with seller’s country. When there is an exact match, the lead is assigned to the appropriate seller.  

Note: Country as used here is a global option set defined for both lead and system user entities. You could instead use the look up mechanism to find a match. In this way, you can use any string type of field (a single line of text). However, the string type of lead field will need a logical name on the right side as shown in the screenshot below:  

ZIP/Postal Code as selected for the first field, on the left side, refers to a system user  field that needs to match with the  lead field called address_1_postalcode , which is the logical name for the field ZIP/Postal Code in Lead.  

Bul k import  of user  fields for lead assignment  

Once the admin identifies the relevant lead and user fields for lead assignment, the  challenge can be to populate  the user fields that will be used in lead routing.   This can be  done by the sales manager using a CSV file. The file is reviewed, and then imported  in bulk as shown in How to import data .

Rule management  

Here’s  a scenario  in which  an organization would like to route leads based on a few parameters :   country ( option set) , Z ip Code   (string), and currency ( look up) . If all the three parameters  match  with seller , lead should be routed to that seller, otherwise  it should try to match the country only.   In t his scenario , we can have two assignment rules in the following evaluation order (rules get evaluated in the order specified):

• The first rule matches on all three parameters (country, Zip Code, and currency).
• The second rule matches based on country. 

Configuration for the rule to match country, Z ip Code , and currency:  

Configuration for the rule that finds a match only based on country:  

Note that these scenarios simply depend on the user information that is entered into the system whenever a new seller is added. The new seller can begin to get leads right away, as long as all the routing-relevant fields are populated as part of onboarding .  

For more information on how to manage assignment rules for lead routing, review the documentation .

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Lead Assignment and Distribution Automation – Assign Leads using Round Robin & Capacity Algorithm

Lead Assignment and Distribution Automation is a productivity app that systematically allocates or distributes Leads recorded in Dynamics 365 CRM.

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For microsoft business applications, customizing | dynamics 365 sales, round robin lead assignment in microsoft dynamics crm 2011.

Post Author: Joe D365 | April 29th, 2011

Here's a scenario involving a sales team dealing with round robin lead assignment. Let's say a sales department is currently receiving leads via their website using a custom Web-to-Lead component. When these leads are received, they are assigned to a Sales Coordinator for distribution to the sales team. The business receives hundreds of leads per day via their website so a lot of the Sales Coordinator's time is spent assigning these leads to the sales folks. The sales leaders are concerned that too much of their Sales Coordinator's time is being devoted to assigning leads.

Let's say that the leads are assigned on a rotating or 'round-robin' basis. After a lead is assigned to Salesperson #1, she goes to the 'back of the line' and the next lead is assigned to Salesperson #2. After being assigned the lead, Salesperson #2 goes to the back of the line and Salesperson #3 get the next lead, and on and on it goes…

Our first instinct is to create a plugin to solve this issue. With a plugin we could reference a 'counter file' which would keep track of the next salesperson to receive the created lead. Plugins can (sometimes) be costly to develop, though, so is there another way to do this type of automatic assignment?

This may seem like a difficult request since a workflow doesn't have any 'context.' The workflow doesn't know if it is the first time that it is running or the fiftieth. We also can't access a reference file via a workflow (out of the box). Surely a plugin would be the only way to do this, right???

Sounds like a business problem! Let's solve it!

THE SOLUTION

As stated above, a workflow doesn't have any 'context'. There is no way to specify in the workflow that if this is the third time the workflow is running assign the lead to Salesperson #3 and if it is the fourth time it is running assign the lead to Salesperson #4. One thing a workflow CAN do, however, is access a related parent record.

With that piece of information in mind I was able to do the following:

Create a new entity called 'Counter'. This entity only has one attribute: Counter Number.

> This new entity will have a 1:N relationship to the lead entity > There will ONLY ever be 1 counter record in the system. We will update this record in the workflow

With this new parent entity in place, we can now create a workflow that does a CHECK CONDITION on this counter entity.

> If Counter = 1, assign lead to Salesperson 1 > If Counter = 2, assign lead to Salesperson 2 > If Counter = 3, assign lead to Salesperson 3

Before we can do the check condition in the workflow we first need to relate the lead to the counter entity. We do this by doing an UPDATE step as the first step in the workflow

Note that we hardcoded the reference to our Counter record. We DID NOT use a dynamic value.

Now that we have the connection to the counter created, we can now do our check condition as the next step in the workflow:

After the check condition, we then do our ASSIGNMENT step

After assigning the lead, we now need to increment the COUNTER by 1:

NOTE: notice that we did not do a dynamic value here, we hardcoded the value.

We now would create check and assign conditions for when the Counter equaled 2, 3 and so on…

When finished, your workflow will look something like this:

Finally, set your workflow to run automatically on record create and you are all set!

So there you have it: a round robin workflow assignment process created easily with a workflow. No need for custom plugins or extensive development. If you think this is cool and want to work with the Microsoft Dynamics CRM Experts at PowerObjects – let us know we'd be happy to be your experts as well!

Happy CRM'ing!

3 comments on “Round Robin Lead Assignment in Microsoft Dynamics CRM 2011”

You can do the same trick in CRM 4. Here is a blog on how to do it that I wrote last year: http://leontribe.blogspot.com/2010/02/automatic-lead-assignment-using.html

Hello, I`m trying to do it but nothing happened. Once it skipped the `if` and I got: the assigned record was not found. I re-write the all thing and it is still doesn`t work. it seems that it doesn`t recognize the 'lead round robin' entity field (in my case called `name`). What am I missing?

Tried to implement this method but there is a problem because workflows are run asyncronously. If two leads are created at the same time (or relatively close together within seconds), the workflow fires twice and both instances of these jobs see the value "1" when it hit the check condition. The result is both of these leads are assigned to sales person "1".

Since there doesn't seem to be a way to set a workflow to run one after the other, queued, what is the solution to this?

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Round Robin Algorithm

Round Robin Routing & Assign App enables systematic and automatic distribution of Leads to the respective team members. Here we will see how Leads are assigned using Round Robin Algorithm.

In this method, users are assigned Leads in sequence. For e.g. Consider there are 3 members in a team namely – A, B & C. With Round Robin method, the first Lead will be assigned to A, the second Lead to B, third Lead to C and the fourth Lead will be again assigned to A. In this sequence Leads will be assigned to the users.

To assign Leads as per Round Robin method, follow the steps given below:

1) Navigate to Round Robin Routing & Assign App -> Assignment Configuration ->Select the respective Assignment Configuration -> Click on New Assignment Rule .

2) Enter mandatory field details as illustrated below and click on ‘Save’.

• Name: Give name, for e.g. Hot Lead
• Assignment Configuration: Select respective configured Entity, for e.g. Lead.
• Description: Provide description, for e.g. Lead from Website.
• Criteria Mode: Select between ‘Simple’ or ‘Advanced’ criteria mode. ‘Simple’ mode is based on ‘Views’ and ‘Advanced’ is based on Fetch Xml.
• Execution Order: Give numeric value, for e.g. 1. If there are two or more Round Robin based Assignment Rules then this field states the order in which Rules are to be executed while assigning Leads.
• Queue: Select the respective Queue.
• Assignment Algorithm: Select between Round Robin and Capacity. Here we selected Round Robin.
• Max Work Items Allowed to be Assigned: This field denotes the maximum number of work items that is allowed to be assigned to users. For example – 5. Here, each user will be assigned maximum 5 Leads.
• Open Work Item Statuses: Select the status from the dropdown, for e.g. Open-New. Here, based on the status ‘Open-New’ Leads will be assigned to users. Once the Lead ‘s status changes from Open-New to another status then then that Lead will be considered as completed and automatically another Lead with status as ‘Open-New’ is assigned to the same user. This process will go on till all the Leads are assigned.

Once the assignment rule is set you can again update ‘Max Work Items Allowed to be Assigned’ field as per your requirement. Just go to the existing ‘Assignment Rule’ and enter new value in the ‘Max Work Items Allowed to be Assigned’ field. Once the new value is entered, a dialog box will appear asking for confirmation. Click on ‘Confirm’ tab to update the new value. Now, records that are present in the Queues which are associated with the Assignment Rule will be auto assigned to the users as per the updated value.

In this way, Leads are assigned based on Round Robin Algorithm ensuring systematic and fair distribution of Leads between team members.

For more information, kindly visit our website or mail us at [email protected] for feedback and suggestions.

Go back to Round Robin Routing & Assign InfoCentre homepage .

Microsoft Dynamics 365 and Power Platform experts providing comparisons and opinions for the CRM selection process.

Get higher ROI by automating assignment of Dynamics 365 CRM Leads/Cases using Round Robin or Capacity Algorithm

A Preferred app on Microsoft AppSource , Lead Assignment and Distribution Automation is the apt app to systematically distribute or assign Leads (or any other entity records) recorded in Dynamics 365 CRM.  A quite popular app in its own terms, it ensures that there is no cherry picking, mismanagement or overlooking while Leads are automatically assigned to users.

So, what makes this Lead assignment app beneficial for Dynamics 365 CRM users?

Welcome to automated Lead assignment

You can assign Leads (or other entity records) to your team members using Round Robin or Capacity Algorithm, with this Lead assignment automation app. The incoming Leads recorded in CRM is evenly distributed among your team members with the Round Robin algorithm. Let’s say there are three members in your team and there are six incoming Leads. In such a situation, each member of your team will be allotted two Leads. No more, no less.

In the case of Capacity Algorithm, the individual capacity of each team member will be taken into consideration. Here, you will be given the provision to determine the capacity of each team member depending upon their work experience. And based on this personal capacity,  Leads will be allocated to your team members. This proves helpful when you want to assign the most experienced team member more Leads as compared to the least experienced team member.

Sequential assignment of Leads

You can also set a sequence or order to distribute the Leads to your team member with this feature of Lead Assignment and Distribution Automation. This will work for both Round Robin and Capacity algorithm and the Leads will be assigned from lowest to highest sequence. So based on performance, experience or any other factors you can decide to set a sequence and determine who will be the first to get the share of incoming Leads.

Partners in Work

The process of transferring Leads from one team member to another can be automated with Lead Assignment and Distribution Automation app by using workflows (Classic & Power Automate Flows) in Dynamics 365 CRM. There may be cases where it may seem prudent to first assign Leads to one team member for initial footwork and then assign it to another team member for sales conversion. This delegation of responsibility helps to build good teamwork and partnership between team members and enhance overall productivity.

Now with the automation of all these manual processes, you can rightly say that Lead Assignment and Distribution Automation is really the must have app for managing and assigning Leads in your CRM.

So without wasting time, go to our website or Microsoft AppSource and download this amazing assignment app for a free trial of 15 days.

Mail us at [email protected] to share your experience about how automation on Lead Assignment has helped.

Until then – Stay Healthy, Stay Organized!

• An App to Automate Lead Assignment in Dynamics 365 CRM using Round Robin Algorithm
• No More Cherry Picking – Automate Leads/Cases Assignment in Dynamics 365 CRM/Dataverse using Round-Robin or Capacity Algorithm!

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Automatically route leads, opportunities to correct sellers

• 3 contributors

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Sales . For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans .

Business value

Responding quickly to incoming leads and opportunities can make or break a deal, particularly in highly competitive markets. The more mature a business gets and the more complex the prospective customer’s needs are, the more challenging it is to maintain that speedy response and personalized touch.

Quickly growing businesses require more sophisticated automation to ensure operational efficiency, proper distribution of leads among their sales team, and to make sure no leads slip through the cracks. The functionality will improve lead conversion ratios due to timely lead assignment and faster lead qualification times.

Feature details

This feature covers following functionalities:

• Segments : This is a group of leads/opportunities that can be assigned to the rule.
• Lead attribute : Lead attributes that need to be considered should be maintained here.
• Seller attribute : The attributes and skills of the sellers that need to be evaluated for lead distribution should be mentioned in the rule.
• Distribution method : Leads and opportunities can be distributed either through round robin or load balancing methods.
• Ability to define seller attributes and assign to the seller : Seller attributes can be specifically defined for assignment rules.
• Maintain sales team and capacity : The user can maintain the sellers who would receive the leads. The capacity of the sellers can also be used, which would be taken into consideration when distributing the leads and opportunities.

Utilize assignment rules in lead and opportunity routing (video)

Configure assignment rules in Sales Enterprise (docs)

Additional resources