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Run: Salesforce Lead Routing SOP

A Salesforce Lead Routing SOP that shows exactly how to review inbound leads, apply routing criteria, assign ownership, and escalate exceptions without missi...

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Steps

The Salesforce administrator or routing specialist opens the new lead record and verifies the minimum routing fields are populated, including lead source, geography, product interest, company size, and priority flags. The actor confirms the record is eligible for routing and notes any missing or conflicting data.
The routing specialist compares the lead attributes against the approved routing criteria and determines the correct owner, queue, or territory. The actor applies the most specific matching rule first and documents the rule used when multiple criteria could apply.
The Salesforce administrator updates the lead owner or queue assignment in Salesforce and confirms the assignment is saved successfully. The actor ensures the assignment timestamp is recorded and that the lead is visible in the correct work queue or owner view.
The sales operations lead verifies that the assignment occurred within the required SLA window and that the assigned role is responsible for the next customer response. If the SLA is at risk or already breached, the actor records the deviation and triggers escalation.
The sales manager reviews any reassignment request, ownership conflict, or territory dispute and determines whether the request is valid under the routing policy. The actor documents the reason for reassignment, updates Salesforce if approved, and rejects requests that do not meet policy criteria.
The Salesforce administrator updates the lead owner or queue and notifies the affected sales representative, manager, or queue owner of the reassignment. The actor confirms the new owner acknowledges receipt when required by the SLA.
The sales operations specialist escalates unresolved routing conflicts, missing data, duplicate assignments, or policy exceptions to the designated manager or system owner. The actor records the issue, the impact on SLA, and the corrective action required.

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