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Default routes Salesforce records with a workflow. A CRM Record Created or CRM Record Updated trigger starts the run when a record changes in Salesforce, a Round-Robin node picks a member from a Default queue, and an Update Record node writes that member to the record’s Owner ID field in Salesforce. For how the queue picks the member, see How lead routing works.

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How Salesforce lead routing works in Default

A Salesforce routing workflow in Default runs these steps:
  1. Salesforce changes a record. A new Lead, or a change to an existing Lead, fires the workflow’s CRM Record Created or CRM Record Updated trigger. An optional Condition limits which records qualify.
  2. The workflow picks a queue. Set the queue in the Round-Robin node’s Queue field, or pass in a queue that a Match Default Record node found earlier. To send records to different queues, branch with a Multi-Branch node and give each branch its own Round-Robin node.
  3. The queue’s policy picks a member. The Round-Robin node applies the queue’s routing policy and makes the member available to later nodes as Latest assigned user.
  4. Default writes the owner back. An Update Record node sets Owner ID on the Salesforce record to Latest assigned user. Default converts the Default user into their Salesforce user ID through the member’s integration mapping.
  5. Default counts the assignment. The member’s round-robin count goes up, and the assignment appears in Routing under Assignments, on the Object assignments tab.
A Rules of Engagement node can take the place of steps 2 and 3: a rule chooses the queue from the record’s data, and the node selects the member. Do not add a Round-Robin node after it for the same record. With it, set the owner in step 4 to Latest resolved user, from the Rules of Engagement folder in the data picker, instead of Latest assigned user.

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Salesforce objects Default can route

Update Record and Create Record can also write fields on other standard and custom Salesforce objects. An owner written on any other object, or into a field other than Owner ID, does not count toward a queue’s round robin.

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Triggers that start Salesforce routing

2 workflow triggers start from a Salesforce record. Both become available once Salesforce is connected, and both use the same fields:
  • CRM Record Created fires when a new record of that object appears in Salesforce.
  • CRM Record Updated fires when an existing record changes. Its Condition can also check which fields changed, with the Fields Updated input, next to the record’s values under Object Fields.
On the Salesforce integration page, Watched fields shows what Default monitors for each object. It is marked Managed by workflows: your published workflows with these triggers set it, and the list is read-only. Other triggers can also route into Salesforce. A workflow that starts from a form submission, the API, the Chrome extension, or an incoming webhook starts from the lead’s data, so it checks for an existing Salesforce record with Match Record first. See Route Salesforce leads from a form.

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Setup for Salesforce routing in Default

Salesforce routing in Default needs 4 things in place: Connecting Salesforce and editing other members’ mappings need admin access. When you publish a workflow with a Salesforce trigger, Default selects the objects it needs for Salesforce Change Data Capture, so there is no setup step in Salesforce. Salesforce limits how many objects an org can select for Change Data Capture, and a trigger on an object past that limit can fail to fire even though the workflow publishes. See How Salesforce changes reach Default.

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Build a Salesforce lead routing workflow

This example assigns every new inbound Salesforce Lead to the next member of a queue named Inbound Leads and writes that member as the Lead owner.
1

Add the trigger

In Workflows, create a workflow and add the CRM Record Created trigger. Set CRM to Salesforce and Record to Lead.Optionally, add a Condition, for example Lead Source is Inbound.
2

Add the Round-Robin node

Select Add Node, then choose Round-Robin in the Actions section. Set Queue to Inbound Leads.
3

Add the Update Record node

Add Update Record from the Records section. Set Platform to Salesforce and Record Type to Lead. For Record to update, choose the Lead’s record ID from the trigger.Under Fields, add Owner ID. For its value, open the data picker and choose Latest assigned user under Round robin.
4

Test the workflow

Select Test to open Test Workflow, choose the CRM Record Created trigger, and fill in the sample Lead with the email and record ID of a test Lead in Salesforce. Select Run Test, then confirm that the Lead owner changed in Salesforce.
5

Publish and turn it on

Select Publish. A new workflow goes live when you first publish it, so the status next to the switch in the top bar reads Live and new Salesforce Leads now run through the workflow. If the status reads Paused, turn the switch on.
A workflow test performs real actions. It updates the Salesforce record and counts the routing assignment. Use a test Lead.
To send different Leads to different queues, add a Multi-Branch node after the trigger and give each branch its own Round-Robin and Update Record nodes. See Logic and timing nodes.

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Route Salesforce leads from a form

A form submission carries the lead’s form data, so the workflow checks for an existing Salesforce record before it routes. Only new Leads get an owner, and a repeat form fill leaves the existing owner in place:
  1. Start the workflow with the Form Submission trigger. Set Connected Form to the form you track.
  2. Add Match Record with CRM set to Salesforce and Record set to Lead, matched on email.
  3. On the No Match branch, add Round-Robin to pick the owner. Then add Create Record with Platform set to Salesforce and Record Type set to Lead. In Mapped Fields, map Email to the email from the form, map Last Name and Company, which Salesforce requires on every Lead, along with any other field your org requires, and set Owner ID to Latest assigned user.
  4. Leave the Match branch without an owner change, so the existing Lead keeps its owner.
Create Record writes only the fields in Mapped Fields. It does not copy the form’s answers on its own. A Lead created without Email gives the next form fill nothing to match, and Salesforce rejects a Lead that is missing a required field. The run log then shows which field is missing. Teams that do want to reroute existing Leads can add a Round-Robin node and an Update Record node that sets Owner ID on the Match branch. Match Record and Create Record are separate steps, so the check covers form fills that arrive one after another. If 2 runs for the same email overlap, for example 2 form fills a second apart, both can find no Lead and both create one. Salesforce accepts the second Lead unless a duplicate rule in your org rejects it. When Salesforce rejects the create as a duplicate, Create Record logs a warning that the Lead already exists and continues without creating one. It writes none of the mapped fields, so that run’s owner pick is not written and does not count as an assignment. To stop overlapping fills from creating 2 Leads, add a Salesforce duplicate rule that blocks a new Lead whose email matches an existing Lead. Create Record for Salesforce also has Update on conflict. With it on, Default looks for a record with the same Match field value and updates it instead of creating a duplicate. If more than 1 record has that value, the step fails instead of picking one, so choose a field that is unique in your org. The update writes only the mapped fields that Salesforce lets you change on an existing record, such as Owner ID. Fields that Salesforce accepts only when it creates a record keep their current value. The lookup and the write are separate calls too, so Update on conflict does not stop 2 overlapping runs from each creating a Lead. In this pattern, Match Record already sends existing Leads down the Match branch, so Update on conflict can stay off. See CRM nodes.

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Check a Salesforce routing decision

  • Runs: open the workflow, select Runs in the top bar, and select a run. The Round-Robin node shows the member it assigned, and the Update Record node shows the fields it wrote. See Run logs.
  • Assignments: in Routing, select Assignments, then Object assignments. Each row shows the Record, Object type, Assigned to, Queue, and Timestamp. Open a row to see the scores behind the decision.

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Troubleshoot Salesforce routing

Related: Lead routing software from Default