SRR's “Use Round Robin” field is always present behind the scenes for all Objects that are set to be processed by SRR.
This article explains more about adding the field to a record's page layout, which is optional.
The “Use Round Robin” field determines whether a record needs to be assigned by Super Round Robin or not. Then, after processing by SRR, the field shows the assignment status. By default the field is not actually displayed on records, but can be shown in listviews.
When the “Use Round Robin” field is set to TRUE, the record will be processed by SRR and assigned to an Assignee. After assigning, if it is changed to TRUE again, it will be re-assigned by SRR.
Likewise, as long as the field is set to FALSE, the record will not be assigned by SRR.
The default value for the field, if not added to the page layout, is TRUE for Leads, and FALSE for all other Objects that are set to be processed by SRR.
Read more about the “Use Round Robin” (leadassist__Use_Round_Robin__c) field in Fundamental: Important Concepts.
Benefits of showing the Use Round Robin field
You can decide to show the “Use Round Robin” field on records. That way, when users create or update records, they can set the field to FALSE if they don't want the record to be assigned by SRR. For example if they want themselves to be the record owner.
Furthermore, if they've been assigned a bad record they can set the field to REJECTED, so that they'll be assigned the next record that's up.
Read more about rejecting bad records in Rejecting Bad Leads, Cases or Other Records.
Super Round Robin will work fine without the field added to the page layout. The only difference is that without the field on the page layout, users cannot change the value of the field directly from the record. If needed, and if enabled, they can still change it via a list view.
Adding Use Round Robin to a page layout
To add the “Use Round Robin” picklist to the page layout of an Object:
- Go to Salesforce Setup > Object Manager and open the Object.
- At left, go to Page Layouts
- Click on the layout you are using and select Fields
- Select the Use Round Robin field and place it on the layout.
- Click Save.
- The default value of this field is TRUE for Leads, and FALSE for other Objects. If you do not want SRR to process all new and updated records of an Object by default, set the default value for this picklist field to FALSE. Read more here.
- If you want the default value to be TRUE for new records and updates, but you have existing records in the system that you don't want to be reassigned, update the Use Round Robin field values on all existing records to FALSE.
- If the Object has Record Types defined, set the desired default “Use Round Robin” field value for each record type, via Record Types at left. Make sure to check this even if you want to use default value TRUE.
Changing to FALSE or REJECTED without adding the Use Round Robin field
The Use Round Robin field, when added to the page layout, displays all options when editing the field, including ASSIGNED, NOMATCH, REJECTED etc. If you think this is confusing for your users, or if you do not want to give them all options, you can decide to not add the Use Round Robin field to the page layout. There are other ways to change the field value, such as:
- In list views, if the field is made editable there.
- By adding a single-option Lightning Action button to the record instead, that will only change the value to FALSE or REJECTED for instance.
See Using the Use Round Robin field for all options.
