The playbook
Lead Routing: Checklist
Use this lead routing checklist before a new release, a handoff, or a scheduled review. Its purpose is to verify the decisions that affect unassigned eligible inquiries. Check an actual customer or opportunity record; a box marked complete without evidence does not show that the customer journey works.
Put the task in context
Specify territory, service, account ownership, availability, and fallback rules in priority order. Test a lead matching two rules and a lead matching none. A monitored exception queue is preferable to an apparently successful assignment to an unavailable user.
Before you use the checklist
Name the exact item being checked and its purpose. Gather lead type, rule, owner, fallback. If one of those details is unknown, mark it as unknown and assign a way to resolve it. An invented value makes the checklist look complete while weakening every later decision.
Working checklist
| Check | Evidence to keep | Responsible role |
|---|---|---|
| Define routing rules by need territory and ownership | A dated observation showing how lead type was verified | sales operations lead |
| Provide a fallback when the preferred owner is unavailable | A dated observation showing how rule was verified | record owner |
| Test duplicate and incomplete submissions | A dated observation showing how owner was verified | sales manager |
Check the failure path
- Look specifically for this failure: assigning leads to an inactive user without an alert.
- Use monitored fallback queues and reassignment rules. Record the actual correction, not just the intention to make it.
- Repeat the affected task after the correction and check fallback.
- Make sure the next owner can find the decision and supporting evidence.
Use three outcomes for each check
Mark an item as complete only when the expected behavior or information has been observed. Mark it as incomplete when a required condition is absent. Use not applicable when the condition genuinely does not belong to the chosen scope, and write a short reason. These states keep a review useful without forcing every process into an identical mold.
For example, if the check is “Define routing rules by need territory and ownership,” a meeting about the subject is not the evidence itself. Retain the relevant lead type and rule, the decision made from them, and the result of checking that decision. The record should allow someone who missed the meeting to understand what changed.
Decide what must be resolved first
An incomplete item that prevents send each incoming inquiry to the right available person or team deserves attention before a cosmetic improvement. Assign an owner and a next action to that issue. Keep optional refinements visible, but do not let them obscure a failure in the core process.
Close the review
Recheck corrected items and note anything still uncertain. The checklist is finished when the next owner understands what was verified and what remains open. Follow unassigned eligible inquiries using a consistent definition so later reviews can connect execution quality with useful results.
Distinguish a person, an organization, and an opportunity. One contact can participate in several buying decisions, and one company can have several contacts. Keep identifiers and relationships clear when reviewing counts or moving records.
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