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Managing leads

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In Pega Sales Automation as a sales operations or an administrator, you can perform a number of actions on leads to configure your sales process.

Configuring lead routing

Sales operations use lead routing in both business-to-business (B2B) and business-to-consumer (B2C) scenarios to manage your leads more intelligently. After you enable lead routing in App Studio, the lead routing option is visible in your Pega Sales Automation application. Configure lead routing by applying conditions, for example, route leads to a person with particular skills, or based on their current workload.

For more information, see Improve case resolution with enhanced routing business logic (8.3).

Enable lead routing in App Studio. For more information, see Enabling application features.
  1. Log in to the application as a Sales Ops.

  2. In the Sales Ops navigation pane, click Tools Lead routing , and then specify the following conditions:

    1. Depending on your business needs, select either the B2B or B2C selling mode.

    2. Select a Route to action:

    • If you want to route a lead to a particular person when a particular condition is met, select Operator, press the Down arrow key to choose the routing value, and then specify the condition.

    • If you want to route a lead to a work queue when a particular condition is met, select Work queue, press the Down arrow key to choose the routing value, and then specify the condition.

    • If you want to route a lead to an available person with particular skills, select Route based on availability and skillset, click Edit parameters, and then add a workgroup value and skills.

      For example, route a lead to an operator who speaks English and French. Make sure to select the Required check box next to a skill. If there are no matches, the system assigns the lead to the manager of this workgroup. If many operators have the same set of skills, the system assigns the operators randomly.

    • If you want to route a lead to an available person with particular skills and low workload, select Route based on availability, skillset, and work load, click Edit parameters, and then add a workgroup value and skills.

  3. Optional:

    Specify one or more when rules to adjust the routing logic to your business needs.

    For example, route particular emails to a defined sales representative.
  4. Optional:

    Use the drag handle to reorder the rules to fit your business needs.

  5. Click Save.

Changing the owner of a single lead

After you enable lead routing in App Studio and configure it, you can change the owner of a single lead.

  1. Log in to the application as a Sales Ops.

  2. In the navigation pane, click Leads, and then open the lead that you want to modify.

  3. Click Actions Change owner .

  4. In the New owner field, press the Down arrow key, and then select a new owner.

  5. Enter a change reason.

  6. Click Submit.

Bulk updating the existing leads

Bulk lead routing speeds up the management process so that you can focus on more strategic tasks for your business. After you enable lead routing in App Studio and configure it, you can bulk update the existing leads.

  1. Log in to the application as a Sales Ops.

  2. In the navigation pane, click Leads Bulk actions .

  3. In the Bulk actions for leads dialog box, select the leads that you want to modify.

  4. Click Select action, and then click Change owner.

  5. Select Use automatic routing and apply conditions that are defined for automatic routing.

    If you select automatic routing but clear the Change territory to new owner’s territory check box, the system uses its logic for the owner, but you can define the territory yourself.
  6. In the New owner field, press the Down Arrow key and select a new owner.

  7. Enter a change reason.

  8. Click Submit, and then click Close.

Managing leads in the work queue

After you enable lead routing in App Studio and configure it, you can manage leads in the work queue.

  1. Log in to the application as a Sales Rep.

  2. In the navigation pane, click My work.

  3. Review all the unassigned leads.

  4. Assign owners to the leads by clicking Actions Assign owner .

    The newly assigned leads are displayed on the work list of particular owners.

Viewing leads in the work queue

After you enable lead routing in App Studio and configure it, you can view leads in the work queue.

  1. Log in to the application as a Sales Rep, Sales Ops, or Sales Manager.

  2. In the navigation pane, click Leads.

  3. In the header of the leads list, click Group, and then select Work queue name to filter leads by the work queue name.

  4. Review each lead and assign new owners if necessary.

Optional: Creating custom routing rules

By default, Pega Sales Automation supports load based, skill based, availability based, and lead property based routing. As an administrator, you can add the unique routing rules to suit the customer's business needs.

To create custom routing rules, perform the following steps:

  1. Log in as an administrator.

  2. In the header of Dev Studio, click Records Technical Function , and then search for and open the PickBalancedOperatorForLead utility.

  3. Click Save as to create your custom routing logic based on the provided utility.

  4. In the header of Dev Studio, click Records Technical Activity , and then search for and open the ToLeveledGroupForLeadAssignments activity.

    1. On the Steps tab, click Expand to see the Method parameter icon to expand the table view.

    2. In the PropertiesValue field, add the newly created utility name.

    3. Click Save as to create your own activity associated with the newly created logic.

  5. In the header of Dev Studio, click Records Data Model Data Transform , and then search for and select thepyGetRoutingAPIs data transform.

    1. On the Definition tab, in the Source section, add your newly created activity.

    2. Click Save as and save the data transform into your implementation layer.

    The newly created custom routing rule display on the Lead routing menu under the Route to action. For more information about applying this rule, see the "Configuring lead routing" section.

Uploading or updating lead data

Review the following scenarios to either upload data into your newly installed application or update data for the upgraded application.

  1. If you have a new Pega Sales Automation application, import your data. For more information, see Import your data.

  2. If you upgraded your application to the latest version, update and import the existing CSV files by performing the following steps:

    1. Download and review sample data templates from Pega Sales Automation sample data templates.

      The CSV file has two empty columns: Use automatic routing and Owner. Before the import, ensure that you populate these columns with data.

    2. Log in to the application as a Sales Ops.

    3. In the navigation pane, click Tools Data import wizard .

    4. Select either the Lead (Individual) or Lead (Business) upload type.

    5. Upload your CSV file to the application.

    6. Follow the steps in Running a data import using the Data import wizard, starting from step 2.

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