Fundamental: Important Concepts

How SuperRoundRobin works...

Ed Ralph

Last Update há 22 dias

As SuperRoundRobin evolves and becomes more feature-rich, the fundamental concepts can get lost amongst all the setup guides and how-to documents.  This article is only dedicated to conveying the most important concepts of how the app works.

Processing Records

When we talk about SuperRoundRobin 'processing' records, specifically we mean when SRR reads the record and passes it through the defined MatchGroups and MatchRules, looking for a match, whether it assigns the record or not.

Records are processed by SuperRoundRobin when all the following are true:

  1. The Object is turned on for SRR as per this guide
  2. The field 'Use_Round_Robin__c' is set to TRUE on the record you want to assign (either because TRUE is the default value for the picklist or because the value has been set to TRUE)
  3. Upon create or update of the record

If any of the above are not true, then the record will be passed over by SuperRoundRobin.

Possible Outcomes of Processing a Record

A processed record can:

  • match the rules and be assigned, and the Use_Round_Robin__c field is changed to ASSIGNED
  • match the rules but is not assigned because Assignees are unavailable due to 'working hours' or 'out of office' and the Use_Round_Robin__c field is changed to QUEUED
  • not match the rules and the owner is unchanged, and the Use_Round_Robin__c field is changed to NOMATCH

The MatchLog is Your Friend

  • All processed records, whether they match or not, are recorded in the MatchLog
  • You can use the MatchLog to troubleshoot.  If the MatchLog is saying that the record was correctly assigned, but when you view the record it isn't - that means something after SRR has changed the ownership.
  • Records that are not processed by SRR won't create an entry in the MatchLog

Greedy MatchGroups

  • A MatchGroup with no MatchRules is greedy; it will match any record that it processes and assign it to the Assignees in that MatchGroup
  • It can be useful to create a greedy MatchGroup to catch any records that haven't been matched
  • Set the Priority of the greedy MatchGroup to last place (otherwise it will catch everything before other MatchGroups have had a chance)

Use Process Builder or Flow to Trigger Assignment 

  • The Use_Round_Robin__c field can be changed manually or through automation (Process Builder, Flow, Workflow Actions) in order to trigger that record to be processed again by SuperRoundRobin.
  • Complex workflows where the record may pass through different teams can be automated this way.

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