Zia – Record Owner Suggestion in Assignment Rules

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Overview Assignment rule is designed to help you automate the process of lead assignment. You

can configure different criteria per your industry's specifications like territory, product

interest, lead source etc., based on which the leads will be automatically assigned to the

selected rep.

You can either choose the users manually or select users suggested by Zia.

Note

Your CRM account must have1000 records for Zia to understand the existing record

assignment pattern and make suggestions.

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Zia observes the record management pattern and takes all the below parameters into

consideration for suggesting an appropriate record owner:

• Existing pattern

Zia will skim the records and identify the existing record assignment pattern. Let

us consider that you assign records based on the product type and the geographic

location of the customers.

§ Customers from New Jersey who are interested in Mutual Funds must

be assigned to Catherine Ross.

§ Customers from Georgia who are interested in Corporate Fixed

Deposits must be assigned to Roxanne Murphy.

So, Zia will observe this pattern and suggest an ideal user if the incoming records

match similar conditions.

• Everyday activities of the reps

Zia will observe the type of communication a user mostly performs: email

communication or calls. She will draw a pattern from the observation about the

user's preferential mode of communication.

For example, if user A mostly manages email communication then the records that

have value in the email field will be assigned to user A. Similarly, if the email

field is empty and phone number field has a value, then that record will be

assigned to a user that mostly manages calls.

• Online status of users

While setting the assignment rule if you check the "user availability before

assigning record", then Zia will take into consideration a user's online status,

namely if the user is logged in to CRM or not. If the user is not logged in, the

record will be assigned to the default user.

• Users' workload

Zia will suggest a user based on the number of records they manage in a day. For

example, if user A manages 50 customers in a day and user B manages 30

customers, then Zia will check if they have reached their maximum limit before

suggesting. Zia calculates the threshold limit and suggest users who have less

records as per their daily limit and she keeps a check on overloading the users.

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