Lead routing in Sales Automation

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Lead routing in Sales Automation

Description Describes automated lead routing
Version as of 8.5
Application Pega Sales Automation
Capability/Industry Area Sales Automation



Why lead routing[edit]

As organizations grow, assigning the numerous leads entering the system to the best sale rep who can manage the lead in the right way increases the probability of converting the leads. This process might seem overwhelming but you can use a smart and automated way to route the leads.

Once you determine the most efficient criteria for the organization in terms of lead assignment, sales ops can use the lead routing rule for a configuration where the leads can be automatically routed to the right sales reps.

Enable lead routing[edit]

Lead routing is an optional feature and you can enable it from the App Studio. However, if you want to use a chat bot, or third party integrations to create leads, you have to enable lead routing.

After you enable Lead routing, you can use it to route leads created from chat bots, leads created automatically from third party Integrations, leads created manually, and for bulk-assigned leads. For any leads created manually, sales rep can assign the lead to another sales rep or choose to route it using a routing rule so that the system assigns the best sales rep to work on that lead.

Configure lead routing[edit]

You can configure lead routing for business-to-business (B2B) and business-to-consumer (B2C) modes. Configuration made for the B2B selling mode is evaluated to assign business leads and the configuration defined for B2C is evaluated for assigning individual leads. Routing rules are applied both during the create and the edit phase of any lead.

The figure below shows the way lead routing works for a global organization that decided to route the leads based on their source and territory.

Lead routing.jpg

In the chart, the routing rule offers flexibility to assign leads based on the availability, skillset, and workload, apart from assigning the leads to sales reps and work queues.

For more information, see Managing leads.