Whats in the Package

Here is a list of the common components of Distribution Engine that you may interact with. A full list of components can be found once installed or during the install process. 

Tabs

The Distribution Engine app is split into a total of 9 tabs.

  • Distribution Console - Shows the current status of the Engine including scheduler settings and today's counts for distributions and alerts.
  • Distribution Classifier - Configure Maps and Territories for classification of objects. 
  • Distribution Teams - The engine is built around the concept of distribution to teams. This tab is the focal point for all the configuration of teams, their members, working hours and the distributors, which work to distribute objects.
  • Distribution Tags - Create and assign tags to your team members and use these tags in your Distribution Rules.
  • Distribution Sync - Configure Object Sync, that allows children of assigned objects to be synchronised to the parents new owner.
  • Distribution Availability - Manage Holidays, Shifts and Out of Office, control when groups of teams, or individual team members are unable to receive assignments.
  • Distribution Logs - A record of every assignment made by the engine. Depending on profile settings, this will show all logs or just the individual’s own logs.
  • Distribution Analytics - Charts showing various metrics for teams. This is an evolving library of charts; if there are any metrics you would like to see, please let us know.
  • Distribution Settings - Ability to start and stop the scheduler and control system settings.

Permission Sets

  • Distribution Engine Admin - This provides complete access to the app. All tabs and all permissions to custom objects and Visualforce pages.
  • Distribution Engine System Manager - This provides access to the app except for the Distribution Classifier and some features of the Distribution Settings tab.  Therefore, no ability to start and stop the scheduler.
  • Distribution Engine Team Manager - This provides restricted access to specified teams. Provides access to the team availability, caps and weighting functions. Each team can specify which managers can access the team from the team settings page.
  • Distribution Engine User - The most basic level of access designed for Reps / Agents who are receiving Leads / Cases. Provides access only to the Out of Office, Logs and Widget, all of which are locked to the user's own records only. 
  • Distribution Engine Community User - For Salesforce community users. Only has access to the Widget, Out of Office and Logs.

Custom Fields

Custom fields for Lead, Case, Contact, Account, and Opportunity are included in the package. These are detailed below.

Lead, Case, Contact, Account, and Opportunity

The following fields are included in the package and will be added to Leads, Cases, Contacts, Accounts, and Opportunities.

  • Date last distributed to user  / Last distributed on Lead (n2de__Last_distributed__c) - Date/Time this record was last distributed by the Engine.
  • Is distributed / Is distributed to user on Opportunity (n2de__Is_distributed__c) - Checkbox set true where this record has been distributed by the Engine.
  • Date last auto reassigned  / Last reassigned  on Lead (n2de__Last_reassigned__c) - Date/Time this record was last re-assigned by the Engine. 
  • Is auto reassigned / Is reassigned on Account and Contact (n2de__Is_reassigned__c) - Checkbox set true when this record has been reassigned by the Engine.
  • Distribution Count (n2de__Distribution_count__c) - A count of how many times a record has been assigned. Incremented on each assignment to a team member.
  • Time to action (mins) (n2de__Time_to_action_mins__c) - If you are using time to action tracking, this field will hold the time taken in minutes.
  • DE Classifier Status (n2de__DE_Status__c) - Determines if records has gone through the Distribution Engine Classifier or not.  Values = Waiting or Done.
  • Distribution Engine details (n2de__Distribution_engine_details__c) - Lookup to a child object used for storing additional details about classification.

Lead & Case Custom Fields

The following fields are included in the package and will be added to both Lead and Case objects.

  • Distribution action (n2de__Action__c) - Field provided to hold action tracking information. E.g. to denote Qualified or Contacted.
  • Is archived (n2de__Is_archived__c) - Used in conjunction with the Auto-Archive feature. This field is true if record has been archived.
  • Last archive date (n2de__Last_archive_date__c) - Used in conjunction with the Auto-Archive feature. This field holds the date/time the record was last archived
  • Source queue (n2de__Source_queue__c) - Used in conjunction with the Auto-Archive feature. This field holds the name of the queue the record was originally in.

Other Custom Fields

  • Is rejected (n2de__Is_rejected__c) - Lead and Opportunity - Used in conjunction with assignment rejection. This field is true (checked) if the record was rejected. It will return to false (unchecked) if the records goes through the assignment process again.
  • Last rejected (n2de__Last_rejected__c) - Lead and Opportunity - Used in conjunction with assignment rejection. This field holds the date/time the record was rejected.
  • Is triggered (n2de__Is_triggered__c) - Lead, Case and Opportunity - Used in conjunction with Trigger Distributors. Automatically checked when a record has been distributed from a trigger distributor.
  • Trigger enabled (n2de__Is_trigger_enabled__c) - Lead, Case and Opportunity - Used in conjunction with Trigger Distributors. When checked, the trigger distributor will be executed on save and the field will be unchecked. 

Reports

Custom reports can be created based on the report types provided in the "Other Reports" folder. We've provided some reports to get things started. 

  • Distribution logs by team - A report of all distributions, grouped by team.
  • Rejected DE assignments by day - A report of assignments that have been rejected by a user using assignment rejection. 
  • Total Distribution Volumes - A report of assignments, grouped by day.
  • User Activity History - Toggle in and out history for users using the user availability toggle.

Lightning Components

Lightning components can be added to various types of Lightning apps and pages to help integrate DE into your business processes.

  • Distribution Engine Record Detail - Provides details of how the record has been processed by DE, see more details here.
  • Distribution Engine Widget - Provides notifications and toggle functionality to users, see more details here.

Home Page Components

There are two home page components in the package. One is no longer functional after the Summer 15 release of Salesforce and has been deprecated.

  • Distribution Engine Widget - Provides notifications and toggle functionality to users.
  • Distribution Engine - *Deprecated, no longer functional.

Flows

  • Process Async Distribution Events - Used only when distribution processing mode is set to parallel, in order to assign records.

Workflow rules

  • Distribution Engine Notification - used to send an email notification whenever an assignment, alert or reassignment occurs.

How did we do?

Installation Overview

Triggers

Contact