Custom Classification - Introduction

Charlie Jenkins Updated by Charlie Jenkins

The Distribution Engine Classifier provides the capability to define your own classifications, unique to your business, and to utilize these throughout the distribution process. Custom Classification is available for our standard record types: Accounts, Cases, Contacts, Leads and Opportunities.

Custom classification works by defining a set of 'stamp groups', which each contain 'stamps'. Each stamp group can be treated as a classification category, and the stamps within can be treated as the values of that category. For example, your stamp group could be 'Value' and your stamps within could be 'High', 'Medium' and 'Low'.

A stamp group can allow only a single value, for categories with mutually exclusive results, or it can allow multiple values. Stamps are evaluated within each stamp group in order, and each stamp contains its own rules, which determine whether the stamp should be applied.

To learn about configuring stamp groups, click here.

Using Custom Classification

Filters & Tags

When applied, stamps can be used to filter records on Team and Distributor filters, moving a lot of the filter definition to the classifier, and reducing the need for repeated filters across teams. Stamp Groups can also be synchronized with a tag collection, allowing you, via the use of team member filters, to only assign records with certain stamps to users with the matching tag. For example, if your stamp group defines the industry of a record, then only users with the 'Insurance' tag could work any record stamped with the 'Insurance' stamp.

SLAs & Rejection

Stamps can be used to differentiate between different record types within the same Distributor when it comes to SLAs and assignment rejection behavior. For example, a single Distributor can handle records of both 'Gold' and 'Silver' status, but implement SLAs with different time thresholds for actions, ensuring that the most important records get followed up the quickest. For more information on using Stamps for SLAs, click here.

Similarly, different stamps can influence different rejection paths for records, for example allowing 'Gold' records to be rejected to a manager for manual reassignment, but 'Silver' records going to a queue for less urgent sorting. For more information for using Stamps for rejection click here.

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Stamp Groups