How to Perform a Member Lookup


Description

Member Lookup allows specifying an object to look up from the record which contains a field that can be matched to a field of the Member. It also makes assignments by matching certain fields of records and members. It helps in those scenarios where records should be assigned to members based on certain criteria rather than availability or load.

 

Q-assign now provides two custom objects on Member Lookup (Q-assign version must be equal or greater than 4.477) which can be used to store the user attributes and then used in Member Matching rules.

  1. Q-assign User Attributes: This object serves as a 1-1 mapping with the User object. Attributes (fields) can be added to this object and later used by Q-assign configuration to run various types of matching rules while distributing records (such as Leads, Cases).
  2. Q-assign Member Lookup Rules: This object serves as a 1-Many mapping with the User object. Attributes (fields) can be added to this object and later used by Q-assign configuration to run various types of matching rules while distributing records (such as Leads, Cases).

 

For example, if there is a lookup to object on Case then Member Lookup with go to look up Object and match its certain field with that of the member. If fields of lookup object and member are matched then Case will get assigned to that member. 

 

Following Match Objects can be configured in Member Lookup:

  1. Match to Lookup Object
  2. Match to Object (AG's object)
  3. Match to Fixed Value

1. Match to Lookup Object

Set up and configure Member Lookup as follow:

  1. Go to QA Assignment Groups, select Assignment Group
  2. Go to Member Matching Rules | New
  3. Select Rule Type as Member Lookup

Parameters related to Match to Lookup Object are discussed below:

  • Id - A unique number for each rule which is then used in Matching Rules Filter Logic.
  • Match Object - it shows the option of which object contains the field to match the member
  1. Match to Lookup Object: It lists the lookup fields on the object of AG whose field will be matched with that of the user.
  2. Match to Object: It lists the fields of AG object whose field will be matched to that of the user
  • (Object) Lookup Field - the lookup field on AG object which points to another object, which contains the field that will be matched with the user. (Object) denotes the Object of Assignment Group and it can be Lead/Case etc. 
  • (Object) Match Field - this denotes the field of the object whose lookup is on AG's object. (Object) is different for AG's object and will be replaced by Lead or Case or the object the lookup points to.
  • Member Match Field - the field of User which is matched with the field of an object whose lookup is on AG's object
  • Ignore Quota - if checked, the object will be assigned to matching user anyway even if their assignment quota has exceeded and vice versa

  • Ignore Cap -  if checked, the object will be assigned to matching user anyway even if their assignment cap has exceeded and vice versa

If more than one AG Member match is found, then the Load Balancing criteria of Q-assign will be used to decide to which member the record will get assigned.

 

As per below screenshot,  if Case is the object of Assignment Group then (Object) Lookup Field will show as Case Lookup Field and if there is a lookup field on Case which points to Account then (Object) Match Field will show as Account Match Field

 

2. Match to <Object>

Please note that <Object> represents the object of the Assignment Group.

 

Set up and configure Match to <Object> as follow:

  1. Go to QA Assignment Groups, select Assignment Group
  2. Go to Member Matching Rules | New
  3. Select Rule Type as Member Lookup

Parameters related to Match to Lookup Object are discussed below

  • Processing Order - the order in which you want this rule to be processed
  • Match to <Object> - it allows matching the specific field of an object with that of a user
  • <Object> Match Field - lists the fields of the object of AG which are to be matched with Member
  • Member Match Field - the field of User which is to be matched with Object Match field and if matched the specific object record will be assigned to that user
  • Ignore Quota -  if checked, the object will be assigned to matching user anyway even if their assignment quota has exceeded

  • Ignore Cap - if checked, the object will be assigned to matching user anyway even if their assignment cap has exceeded

If more than one AG Member match is found, then the Load Balancing criteria of Q-assign will be used to decide which member the record will get assigned.

 

3. Match to Fixed Value

Please note that <Object> represents the object of the Assignment Group.

 

Set up and configure Match to <Object> as follow:

  1. Go to QA Assignment Groups, select Assignment Group
  2. Go to Member Matching Rules | New
  3. Select Rule Type as Member Lookup

Parameters related to Match to Fixed Value are discussed below

  • Processing Order - the order in which you want this rule to be processed
  • Match Type - it allows to select the ‘Match to Fixed Value’ in this field
  • Fixed Value – fixed value to match with User or Q-assign Objects fields.
  • <Object> Lookup Field - the lookup field on AG object which points to another object, which contains the field that will be matched with the user. <Object> denotes the Object of Assignment Group and it can be Lead/Case etc. 
  • <Object> Match Field - this denotes the field of the object whose lookup is on AG's object. <Object> is different for AG's object and will be replaced by Lead or Case or the object the lookup points to.
  • Ignore Quota -  if checked, the object will be assigned to matching user anyway even if their assignment quota has exceeded

  • Ignore Cap - if checked, the object will be assigned to matching user anyway even if their assignment cap has exceeded
     

 

Please contact us at support@ortooapps.com for any questions.

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