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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Help in Leads assignat...
Microsoft Dynamics CRM (Archived)

Help in Leads assignation please.

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Posted on by RaulOcana 8,270

Hi guys!

I have 4 business units called by region (latam, emea, brazil, other) then I have a couple of roles (marketing, sales, inside sales, etc).

Now I need that when I change a value in the Lead, a workflow assign it to a Queue according to its region and changed value. So if country is UK, it will be EMEA region and changed value is "sales prospect" it will assign to inside sales of Emea region.

I already have a workflow to assign the region and also created different role-teams for each region (business unit).

Now I tried to assign the Lead to an appropriate team, but it didn't work and also I think I should assign it to a queue but still don't get the concept right.

any ideas please?

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  • RaulOcana Profile Picture
    RaulOcana 8,270 on at
    RE: Help in Leads assignation please.

    What I did was to assign the Lead to the according team, and also, put it into the team's queue. So the owner will be a team and not the admin that creates the leads from the web, and all users from the team will be able to check their queue and see if there is unattended leads.

    thanks all for your help!

  • Suggested answer
    Karth Profile Picture
    Karth on at
    RE: Help in Leads assignation please.

    That's right. You can go a step further if you would like to automatically send an e-mail notification to a team upon creation of a queue item. In that way, they would know that a lead has been assigned to their queue and they can pick it up from the queue.

    For this, right after you have created a Queue Item in your workflow, create a step to send email and in the Recipient field of the mail, select the list of users from the team. The drawback of this approach is that you will manually have to add users to the email as and when new members are added to the team. You can automate this through plugins, if you have a techie in your team who could write some code.

  • RaulOcana Profile Picture
    RaulOcana 8,270 on at
    RE: Help in Leads assignation please.

    so I already have a team for each region and for each role (ie: brazil marketing professional, emea marketing professional, etc) now I'll make my workflow to create this queue of the team and see if it works. I guess that all users will have to check the queue option to see if they have assigned leads?

    thank you

  • Verified answer
    Karth Profile Picture
    Karth on at
    RE: Help in Leads assignation please.

    Teams are containers in CRM used for collaboration (sharing) of information. Teams can own records and are assigned security roles the way that users are assigned security roles.

    Teams in CRM 2011 can own records. It’s also possible to assign security roles to teams which will allow customers to manage overall security at a team level, rather than a user level.

    When a team is created, a queue for that team is automatically created.

    You can use these queues to manage your activities, cases or in your scenario, leads. This is derived from the Call Centre functions, where a Case can be routed to a queue so that an appropriate user picks up the case to process it.  There are two types of default queues in CRM:

    Items available to work on. Records that have been assigned to you, but that you have not yet accepted.
    Items I am working on. Records that you've accepted (“Work On”) and are currently working on. Once you click the “Work On” button, the queue item is assigned to you and the ownership of the record changes.

    A lot depends on what your requirements are and how you design your solution.

  • RaulOcana Profile Picture
    RaulOcana 8,270 on at
    RE: Help in Leads assignation please.

    Hey thanks Karth, so I have two options here. Assign it to a team or create queue item. So what is the differences?

  • Suggested answer
    Karth Profile Picture
    Karth on at
    RE: Help in Leads assignation please.

    For scalability, I would suggest you create a Country –Region Mapping Entity to map each country to a Region. Instead, if you are using a Custom entity for Country, would suggest you have a Region picklist on the Country entity to map a Country to a Region.

    You can only ‘Assign’ a record to a User or a Team. One option here could be to create teams for each Region, and add members to the team.  You would then be able to ‘Assign’ it to a Team (i.e Region).

    If you are planning to use ‘Queues’, then note that upon creation of a team in CRM 2011, an appropriate Queue is also created. Instead of ‘Assign’ing it to a Team, you ‘Create’ a Queue Item in your workflow. Select the appropriate ‘Queue’ within your Queue Item.

    Let me know if this works.

    PS – ensure you have enabled ‘Queues’ for Leads on Entity Customizations.

    Cheers,

    Karth

  • RaulOcana Profile Picture
    RaulOcana 8,270 on at
    RE: Help in Leads assignation please.

    Actually I already have that part, but I can only "assign" it to a user/team. How could I assign it to a queue? And where are the queues of teams?

  • Suggested answer
    Sumit Bhatnagar 99 Profile Picture
    Sumit Bhatnagar 99 1,850 on at
    RE: Help in Leads assignation please.

    Hii..

    Yes, you can easily achieve it. You may create a field "region" on leads form and then use this field to select the correct queue. In workflow you may use this region field in an if condition ...If region equals EMEA then assign leads to Certain queue.

    I hope this will help you.

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