Round Robin Lead Assignment in Microsoft Dynamics CRM 2011

Marc Whitlow, 03 March 2012

I was issued the task of configuring / setting up a system which would allow for round robin assignment of leads. Currently contact from the website is sent to Dynamics CRM as a lead. When these leads are received they are assigned to the Sales Manager and it’s his job to assign these to the sales team, this is a time consuming task when there are many leads coming in per day.

The solution to this problem was simple. I decided to use a workflow to complete this and also created a new entity called “count”.  The leads which are sent to CRM are assigned on a rotating round-robin system. When a lead is assigned to Salesperson One, he is sent to the back of the line and the next lead is assigned to Salesperson Two, etc.

1. Create a New Entity in Dynamics CRM named “Count”. This entity will have one field named “count”.

2. Create a 1: N Relationship from Count to Lead. Open the Lead entity and put the Count lookup field on the form.

3. Create a new record in the “Count” entity and assign the Count value to “1”.

4. When creating the work flow we are going to replicate each step over and over.

a) Before we can create a check condition in our workflow we need to relate the lead to the counter entity. I did this by creating an UPDATE step as the first step in the workflow.

b) Next we create our check. We check if the count value = 1 if the count value = 1 we assign the record to a given person.

c) Update: We now need to increment the counter value by 1. To do this we create an Update Step. And set lead = 2. NOTE: We set the value as a hard coded value not a dynamic value. Eg: {1}.

d) All if statements will have the same check but the number will change eg... 1, 2, and 3. On the last if statement we want to update the count and set the value back to 1.

Below is a screen shot of what your first workflow step will look like

Finally the last thing we have to do is assign this workflow to run whenever a “Lead” record is created. You will now have created a round robin workflow assignment process using a simple workflow.