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What is the best way to implement a lead assignment program in Dynamics365

Hi all,

we are currently implementing Microsoft Dynamics in our organisation. In the beginning, we've started very simple with the manual assignment of leads due to the fact, that the previous global lead assignment was covered by our Oracle Marketing automation. At that time it wasn't supported by our previous CRM to do that in a proper and manageable way. But we are now talking of Microsoft Dynamics! So - what could be the best practice to implement a global lead assignment program which fits an international organisation? Shall we start using queues? Of course, we have very different channels which we should support. Later we will also implement the customer service module which then I guess will have the same questions about cases. I am very appreciated for all ideas.

Thanks,

Oliver

Hi Oliver,

Here are some of the few solutions that you can adopt, that will work seamlessly keeping in mind the future expansion as well.

1) On Create of Leads, you can user workflows based on your Matching Criteria Assign the newly created Lead to different Users or Teams.

2) You can user Queues for time being , but I would recommend you not to use this as also be used primarily for Case Auto Routing and other Customer Service Related functionality . But how ever this wont stop you from using it but it will create confusion in case of extensive usage and if naming conventions and other standard practices are not followed.

3) Also you can Implement Custom Assignment Logic through Plugins and Workflows depending on your need.

If your are looking for Ready made auto assignment logic, I think it is not shipped OOTB but you can have it with simple configuration and customization.

Thanks,

Abhishek Dhoriya

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