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
Armadillo
Bison
Chameleon
Dragon
Dragon beta release - install guide
Eagle upgrade process
Eagle
Fox
Gorilla
Gorilla Upgrade Process
Hummingbird
Hummingbird Upgrade Process
Impala
Impala Upgrade Process
Jellyfish
Jellyfish Upgrade Process
Koala
Koala Upgrade Process
Llama
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
Dashboard Running User Error
Assignments going to wrong user
Contact Support
Grant Login Access
Upgrading Distribution Engine Steps
Purchase
Purchasing Steps
Purchasing FAQs
Support Packages
Legal Agreement Details
GDPR
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Contact us
Latest Release
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Chameleon
Enhancements
Area | Name | Description |
Algorithms | Distribute by campaigns | It is now possible to filter by campaign in a distributor. Leads / contacts must still be in a queue in the normal way, but specific campaign filters can now be applied. |
Algorithms | Lookup owner - multi-field matching | Previously the lookup owner field used a single field match e.g. Lead name to account name. Its now possible to use up to 3 fields for matching. These work as an OR. E.g. lead name to account name OR lead email domain to account email domain OR lead website name to account website name. If any of these match it will assign. |
Algorithms | Lookup owner - limit matches to team member owned | Previously where multiple matches existed the lookup owner algorithm would select the most recently modified record. If this record did not relate to a team member it would not assign - even though one of the other matches did relate to a team member. This has been changed. Where multiple possible matches exist it will find only those related to team members. This should result in more successful matches. |
Algorithms | Lookup owner - same object matching | Previously the lookup owner algorithm only allowed lookups to other objects e.g. Lead to account or lead to opportunity. Its now possible to match on the same object e.g. Lead to Lead. |
Algorithms | Global sticky | Sticky assignment previously only matched on distributions from the same distributor or team. The global option allows matching on sticky assignments from any team or distributor. |
Algorithms | Trigger assignment for opportunities | Trigger based assignment was previously only possible on leads and cases. Its now available for opportunities. *Only where this feature has been enabled for customers. |
Algorithms | Set distribution fields on q2q teams | Previously with queue-to-queue assignment teams, the Is distributed or Last distributed fields were not populated. They are now set in the same way as with standard teams. |
Algorithms | Lead rejection (beta) | The ability for reps or managers to reject a lead, provide a reason for rejection and receive a replacement. After being given a lead, reps can reject a lead from the Distribution Engine inline page on the lead record. Managers can also reject leads on behalf of reps from the Distribution logs tab. * In this release you cannot control the queue rejected leads are sent to. Nor can you automatically update a field on rejection. So its possible for rejected leads to be assigned out again if care is not taken to modify them first (e.g. updating a status before rejecting). This is resolved in the following release (Dragon). |
Algorithms | Load balancing algorithm (beta) | It is sometimes necessary to even out distribution volumes e.g. to ensure reps get similar numbers of leads per day or per week despite variations in working hours / out of office. The load balancing algorithm evens up volumes by assigning round robin to any team members below the assignment volume of the highest team member. E.g. Bob and Mary have been given 5 leads today, but Jim and Betty have been out of office and have no assignments. A load balancing distributor would bring Jim and Betty up to 5 leads before Bob and Mary get any more. * Pull and trigger distributions do not count towards the load balanced count. * Load balancing algorithm cannot be used in a distributor using tag matching or sticky assignment currently. You can however have a load balancing distributor underneath these types of distributors to even volumes up after the tag based assignments have been made. * A more powerful load balancing algorithm will replace this one in the next release (Dragon) which will allow for tags, sticky assignment and weighting. |
UI | Health checker notification list simplified | The health checker notification list previously required specific users to be selected. This can be difficult to maintain with staff turnover. Its now possible to select "All admins" or "All DE admins and managers". This notifies relevant users by checking who has the DE Admin or DE manager permission sets applied. |
UI | Load balanced cap renamed | Load balanced cap has been renamed to active cap to better reflects the functionality: It limits the number of "active" records each team member can hold to a fixed number. No functionality has changed, just the label. |
UI | Null filters for number fields | It was previously not possible to filter for Equals null / blank on number fields. This is now possible. |
Defects
Area | Name | Description |
UI | Safari issues | Some pages such as licensed users page were not compatible with the Safari browser. This has now been resolved. |
UI | Logs size limits increased | Customers with more than 100,000 distribution log records would receive errors when action tracking was enabled. This has now been resolved. |
UI | $ symbol in filters | Use of the $ symbol in distributor filters caused an error. This has now been resolved. |
UI | History limit | For customers with large volumes of history entries (particularly on the tag assignment pages) it was possible to exceed the page size limits which caused an error. The history is now limited to showing changes in the last 30 days up to a maximum of 100 entries. |
Algorithm | Multiple trigger error | When using trigger based assignment, DE was running all eligible triggers on a record. This had the effect of assigning using the lowest trigger in the order. This has now been resolved so that the first trigger to fire makes the assignment and then no further triggers are fired on that record. |
Algorithm | Log clearance batch | Old log files are deleted by a housekeeping job daily to prevent excessive data storage. This housekeeping job previously had a limit of 10,000 deletions per day. For some customers assigning > 10k records per day this meant the volume of log records continued to increase. The housekeeping limit is now removed to prevent this issue. |