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
Whats in the Package
Managed Package Licences
Leaving A Review
Upgrading Distribution Engine
Configure Distribution Engine
Create a Map
Territory Map Zoom Levels
Territories - Technical Details
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 - Introduction
Custom Classification - Synchronized Tag Collections
Lead Auto-Conversion - Introduction
Distribution Classifier - Introduction
Distribution Methods - Introduction
Standard Distributor Settings
Pull Distributor Settings
Trigger Distributor Settings
Manual Distributor Settings
Distributing from a Designated User
Distributor Team Member Filters
Distributor Sort Order
Advanced Filter Mode
Distributor Test Tool
Weighting and Caps
Tracking & SLAs
Distribution Teams Introduction
Distribution Process View
Out of Office
User Availability Toggle
Distribution Engine Running User
Licensed users list
Export & Import
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 - Introduction
Configure Assignment Simulation
Assignment Simulator Result Explorer
Integrating InsideSales.com power dialer
Auto archive feature
Uploading tags via dataloader
Tuning Distribution Engine
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 Engine Details Object
Distribution Engine Dashboard
Reports - Leads and Distribution Logs
Skill Based Matching
Assigning Contacts - Pairing SDRs and AEs
Enforce Cap for Manually Assigned Records
Workflow Rule Examples
Timezone Bucket Formula
Has Activity Formula
Distribution Engine Details Formula
id Field to Text
Desktop or Mobile Notifications
Custom Assignment Rejection
Classify on Address Change
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
Out of Office API
Team Members API
DE Apex API Introduction
Apex Trigger Examples
Omni-Channel Presence Integration
Salesforce Presence Integration
Invalid Email trigger
Warnings and Errors
Health Checker Messages
Distributor Failures - Records on Hold
Apex CPU time limit exceeded
Timeout when deleting a Team Member or Distributor
Records Stuck / Not Being Assigned
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
Dragon beta release - install guide
Eagle upgrade process
Gorilla Upgrade Process
Hummingbird Upgrade Process
Impala Upgrade Process
Jellyfish Upgrade Process
Koala Upgrade Process
Llama Upgrade Process
Meerkat Upgrade Process
Grant Login Access
Upgrading Distribution Engine Steps
Distribution Engine 11.0
Save while DE is running
Due to the way Distribution Engine configuration was stored it was previously not possible to save updates to DE configuration while DE was in the middle of a job. For some larger customers with long running jobs this was a frustrating user experience.
This has now been resolved and Distribution Engine settings can be saved any time, whether its running or not
Team level round robin
Previously, the round robin algorithm only used distributor level ordering - an independent round robin order for each distributor. This is ideal for assigning evenly per segment (e.g. an even share of hot leads and an even share of warm leads). However, some customers (particularly those assigning cases), would prefer a team level round robin order - the round robin order shared among all the distributors on a team. E.g. if an agent has received a case from the P1 distributor they should be at the back of the round robin order for the P2 distributor.
With Gorilla, you can now choose which round robin level to use, team or distributor. This is a new setting in the team details page.
This will not affect the behavior of existing round robin distributors. These will remain as distributor level order. The setting can be changed in the team.
Load balance and active cap by value
Previously, the load balancing algorithm balanced only by the count of records assigned. E.g. the number of cases assigned today. Likewise, the active cap feature would only cap based on the count of records owned which meet the active status definition.
Some customers would like to balance or active cap based on the total value of records using a chosen field. E.g. load balance or active cap cases based on a case complexity score (1, 2 or 3). So three cases with a score of 1 count the same as one case with a score of 3.
In Gorilla its possible to choose whether to use record count or total value based on a field for load balancing and capping. This is a new setting in the team details page.
This will not affect the behavior of existing configurations using load balancing or active cap. These will remain as record count, but can be changed in the team settings.
Load balance by active count
A new setting at a team level is available to set load balancing distributors to load balance records by the active count . When this is used, records are no longer balanced based on distributions over a period as it is when set to daily, weekly or monthly, instead they always use the count (Or value if using load balance by value) of records assigned to the user that meet the active status criteria regardless of when they were assigned or if they were distributed by this team.
The existing type of SLA checks the state of the record a single time, at a pre-defined time after assignment. The new Monitored SLAs check for SLA failure every time Distribution Engine runs, for up to two weeks. This means that if the SLA failure criteria is met, the record is instantly put into alert and auto-reassign occurs if configured.
This can be useful if you have your own SLA checking you want to integrate with Distribution Engine. E.g. you have a process to set a custom "cadence missed" checkbox. Monitored SLAs in distribution engine can continuously monitor this checkbox, and if set, the SLA would have failed and an auto-reassign could occur.
Monitored SLAs should be used where instant reassignment is required and there is no requirement for time to elapse before checking the SLA status. (For example, it wouldn't be appropriate where a lead needs to be contacted within two days, as the Monitored SLA would instantly fail if the lead hadn't been contacted on assignment)
Widget - real time notifications
The widget can now optionally display real time notifications which will display a pip on the New icon when a new assignment is received, without the user having to refresh the page. This can be enabled from the Distributions Settings page.
A new Lightning inline page can be added to Lightning Record pages which displays all the appropriate details relating to the Classification, Distribution and Tracking aspects of Distribution Engine for that record.
Improvements to Rejection
New options are available in Distributors within teams where Assignment Rejection is enabled. These allow users to configure whether rejections will be replaced and whether rejections will remove Sticky for no records, all records, or only records which created a new sticky.
A new global API has been added, allowing for rejection to be invoked from Apex or from your own Salesforce Flow or Process Builder logic.
This can be used to create automatic rejection processes, e.g. where data was incorrect and subsequently fixed, the assignment could be automatically rejected and the reassigned to the correct person.
Object names retained in logs after deletion
Team member names are now retained in logs when that team member is removed from a Team. Additionally, Team names are now retained in logs when that Team has been deleted.
Tag Filter limit increase
Previously, the limit for the number of tag filters used within a team member filter was three. This has now been increased to five to offer increased flexibility.
Backfill by Record ID
When backfilling records for Territories or Lead Matching in the classifier, you can now filter by Record ID, allowing for a specific record to be processed.
Teams & Distributors
Active Capping on Non-Owner Assignment Teams
Active capping is now available for any team where the 'assign to' field is set to a field other than owner.
Service Console Issues
Corrected issue where the widget would not navigate to the "Alert" or "New" tab if they were already open.
Loading with large assignment volumes
Widget can now load if the user has received over 50,000 assignments in the past seven days.
Low volume log retention
Distributor_scheduler_logs no longer retaining for longer than expected when using low volumes.
Manual territory tag creation
Fixed an issue where users could manually add tags to Territory tag collections.
Multiple schedulers running
Removed the ability to run multiple Distribution Engine schedulers simultaniously in some scenarios.
Auto-Reassign cancelling stickies incorrectly.
Resolved an issue where auto-reassign would cancel a sticky on the new assignee incorrectly.
Delay calculation now takes into account when Distribution Engine was started in cases where it wasn't previously.
Action Tracking not considering owner changes
Action Tracking will now no longer consider actions from previous owners .