Getting Started
Installation
Permissions
Widget & Inline Page
Classic - Distribution Engine Inline Page
Lightning - Distribution Engine Record Detail
Widget - Introduction
Adding Widget to a Lightning App
Adding Widget to a Lightning Page
Adding Widget to Salesforce Mobile
Adding Widget to a Classic Console
Adding Widget to Classic Homepage
Changing the Widget logout reason list
Before you Begin
Installation Overview
Whats in the Package
Triggers
Installation Process
Managed Package Licences
Page Layouts
Leaving A Review
Uninstall
Upgrading Distribution Engine
Configure Distribution Engine
Distribution Classifier
Territories
Territories Introduction
Create a Map
Import Territories
Territory Map Zoom Levels
Object Settings
Detecting Territories
Settings
Territories - Technical Details
Territory Distributor
Lead Matching
Lead Matching - Introduction
Duplicate Rule Setup
Related Owner - Lead Matching
Lead matching vs lookup owner
Classifier Lead Matching Setup
Lead to Account/Contact/Lead Settings
Custom Classification
Custom Classification - Introduction
Stamp Groups
Stamps
Custom Classification - Synchronized Tag Collections
Lead Auto-Conversion
Lead Auto-Conversion - Introduction
Lead De-Duplication
Lead Conversion
Configuring Auto-Conversion
Auto-Conversion Rules
Distribution Classifier - Introduction
Backfill
Delay Filters
Distribution Teams
Distributors
Distribution Methods
Distribution Methods - Introduction
Lookup Owner
Load Balancing
Round Robin
Related Owner
Sticky Assignment
Distributors Introduction
Distributor Types
Standard Distributor Settings
Pull Distributor Settings
Trigger Distributor Settings
Manual Distributor Settings
Distributor Sources
Distributing from a Designated User
Distributor Filters
Distributor Team Member Filters
Distributor Sort Order
Advanced Filter Mode
Distributor Test Tool
Weighting and Caps
Distribution Hours
Tracking & SLAs
Team Settings
Distribution Teams Introduction
Distribution Assignment Process view
Team Summary
Team Members
Team Availability
Team Performance
Assignment Rejection
Post Assignment
Stamp Rejection
Distribution Tags
Distribution Availability
Distribution Availability
Shift Hours
Out of Office
Distribution Holidays
Holiday Regions
Regional Holidays
User Availability Toggle
Distribution Settings
Distribution Settings
Calendar Integration
Advanced Settings
Distribution Engine Running User
Licensed users list
Export & Import
Import Errors
Trigger Settings
Email Notifications
Email Notifications - Introduction
Custom Email Notifications
Disabling Standard Email Notifications
Customising the Email Template
Disabling Custom Email Notifications
From Email Address
Email Notification as Flow
Assignment Simulator
Assignment Simulator - Introduction
Configure Assignment Simulation
Assignment Simulator Result Explorer
Advanced
Q2Q teams
Integrating InsideSales.com power dialer
Pardot
Auto archive feature
Uploading tags via dataloader
Salesforce Mobile
Tuning Distribution Engine
Setup Introduction
Queue Basics
Queues
Distribution Sync
Monitoring
Distribution Console
Console Introduction
Application Monitoring
Today's Distributions
Sources Console
Availability Calendar
Distribution Logs
Distribution Logs
Distribution Logs List
Territories Logs List
Lead Matching Logs List
Custom Classification Log List
Auto-Conversion Logs List
Object Sync Logs List
Scheduler Logs List
Archive Logs List
Exporting Log Data
Distribution Analytics
Distribution Engine Details Object
Distribution Engine Dashboard
Salesforce Reports
Reports - Leads and Distribution Logs
Change History
Setup Examples
Skill Based Matching
Assigning Contacts - Pairing SDRs and AEs
Delaying Distribution
Enforce Cap for Manually Assigned Records
Criteria Caps
Salesforce Admins
Workflow Rule Examples
Formula Examples
Domain Formula
Timezone Bucket Formula
Has Activity Formula
Territory Formula
Age Formula
Distribution Engine Details Formula
id Field to Text
Flow Examples
Chatter Notifications
Slack Notifications
Desktop or Mobile Notifications
Custom Assignment Rejection
Classify on Address Change
Assign on Action
Process Builder Examples
Process Builder - Avoiding Clashes
Opportunity Assignment - Updating Related Accounts & Contacts
Rejection API Process
Assign License and Permission Set on Team Member Addition
Assign License on Team Member Addition
Tasks on Record Assignment by Distribution Engine
Information for New Admins
Validation Rules
Developers
Apex API
Availability API
Classifier API
Out of Office API
Tags API
Team Members API
DE Apex API Introduction
Rejection API
System API
Trigger Distribution API
Apex Trigger Examples
Omni-Channel Presence Integration
Salesforce Presence Integration
Invalid Email trigger
Custom Triggers
Visualforce Examples
Troubleshooting
Warnings and Errors
Health Checker Messages
Scheduler Restarted
Distributor Failures - Records on Hold
Assignment Errors
Classifier Errors
Apex CPU time limit exceeded
Timeout when deleting a Team Member or Distributor
Records Stuck / Not Being Assigned
Support
Previous Releases
2.9
3
4
4.12
4.15
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Bison
Chameleon
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Dragon beta release - install guide
Eagle upgrade process
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Fox
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Gorilla Upgrade Process
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Hummingbird Upgrade Process
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Impala Upgrade Process
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Jellyfish Upgrade Process
Koala
Koala Upgrade Process
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Llama Upgrade Process
Meerkat
Meerkat Upgrade Process
Upgrade Links
Frequently Asked Questions
Legacy Widget - New status
Distribution Engine Aborted
Alerts not Firing
Distribution Engine Delayed
Can one Distributor Assign from Multiple Queues / Users?
Can't See Distribution Engine
Distribution Engine Not Running
Manual Shutdown of Distribution Engine
Exclude members from Holidays
Distribution Engine Health Checker Restart
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Assignments going to wrong user
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Upgrading Distribution Engine Steps
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Latest Release
- All Categories
- Latest Release
- Nightingale Release Notes
Nightingale Release Notes
Updated by Charlie Jenkins
The Nightingale release introduces a number of exciting new enhancements across Distribution Engine, designed to streamline your setup and improve your reps productivity. The expansions to SLAs and Rejection to allow for a single team to have different SLA and rejection behaviors defined, using custom classification to group records. Improvements around user availability toggles ensure that your reps availability is accurate. There are also several enhancements to Trigger, Lookup Owner and Pull distribution methods.
Main Features
Area | Name | Description |
Teams | Stamp SLAs allow your team to have different SLA behaviors for different types of records, within a single team. Using Stamps, you are able to group your records into configurations, each having their own definition of SLA behaviors, including the number of SLA alerts, the times that they are set to and the auto reassign behavior. This helps your team represent a real world team, capable of handling different categories of work, all with their own deadlines and expected time frames. | |
Teams | Like Stamp SLAs above, Stamp Rejection creates the opportunity to have multiple rejection behaviors within a single team, categorized by the Stamps on the record. This allows your team to easily route records which have been incorrectly assigned to the appropriate place for records of that category. | |
Availability Toggles | Timer Toggles allow users to toggle themselves as unavailable for a set period of time, for example, an hour for lunch, or 30 minutes for a meeting. This reduces the likelihood of 'forgotten' toggle-ons, which can lead to missed assignments. This feature can be enabled at an org level, and can be set to either allow users to define their own toggle period, or to force them to use a pre-defined length. | |
Availability Toggles | Toggle status at end of day allows for the availability toggles for all users to be uniformly set to 'On' or 'Off' after their last shift for the day finished. This allows you to ensure that users will start the next working day either ready to receive work as soon as their shift starts, if set to 'On', or if 'Off' is selected, ensuring that users will have to actively toggle on to signify that they are ready to receive work. This allows you to optimize your teams toggle availability to suit how your teams work. | |
Distribution Methods | Trigger Distributors can now operate on any Salesforce object, allowing you to take advantage of the lightning-fast speed of Triggers distribution, for any use case. To configure this, you can go to the new Trigger Settings page to setup your new objects. In addition to this, we have removed the need to talk to us to enable Trigger distribution, so all of our customers now have access! | |
Distribution Methods | Lookup owner distribution has had a number of enhancements, focusing on improving flexibility and robustness for Lookup Owner distribution. The introduction of a new tie breaker field, this allows you to determine which fields are used to break a tie, in the event that a lookup returns multiple valid results. We have also added a new option to determine whether converted leads can be looked up to, or whether they will be ignored, and expanded the number of 'where' clauses to three to help further refine the lookup criteria. | |
Pull Distribution | Pull distributors can now be configured to pull more than one record at a time, great for users bulk assigning themselves records during quieter periods. | |
De-Duplication | The Lead De-duplication functionality has been improved with the ability to save data from the duplicate record where that field on the original record was blank. |
Other Improvements
Area | Description |
Teams & Distributors | Teams and Distributors can now have a description, allowing users to identify their purpose from more than the naming. Descriptions are shown on tooltips throughout the application, and in the side panels of the assignment process viewer. |
Classifier | Up to three delay filters can now be used in Classifier, allowing further precision for defining when pre-processes will have completed. |
Tag Assignments | When hovered with the mouse, tags will now highlight other instances of that tag assigned to other users. |
Team member hours | Team member hours will now show the shift name that team hours is using, if appropriate. |
Assignment Simulator | Assignment Simulator will now show an information message when the simulation will take a while. |
SLA/Auto-Reassign | For standard SLAs, when selecting the auto-reassign behavior for a distributor, you can now see a reminder of what the SLA criteria are for that team. |
Teams/Distributors | For both Teams and Distributors, the quick switcher dropdowns have been widened to allow for better visibility of options. |
Defects Resolved
Area | Description |
Engine | Made changes to try and recover from the scenario where the Application Settings Runtime record is locked for an extended period of time by an unknown process |
Regional Holidays | Regional Holidays table now correctly uses the screen width correctly. |
Filters | Picklist filters now correctly handle the string 'null'. |
Trigger Distribution | Fixed an issue where filtering on a 'Created By' field caused distribution to fail. |
Widget | Displayed assignment date in the 'Assigned to Me' modal was incorrectly displaying in browser timezone, instead of the user's Salesforce timezone. |
Lead Matching | Warning message for domain matching preparation sometimes shown when not appropriate. |
Caps | Lookup Owner and Related Owner could sometimes have caps enabled. As these distribution methods do not support caps, this has been removed. |
Patch Releases
Version | Changes |
18.1 |
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18.2 |
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18.3 |
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18.4 |
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