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Steph_Anderson
Level 4
March 24, 2020
Solved

Auto-assign to queue not working

  • March 24, 2020
  • 2 replies
  • 4057 views

We are leveraging a queue in Salesforce to auto-assign our website contact us forms. We have made adjustments to the queue in salesforce to add two sales reps to it, but they are not getting assigned any records. We have looked in Salesforce and everything looks like it is set up appropriately, so we assume there is something going on in Marketo. Any insights? Could there be a cache issue in Marketo? Thanks!

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Best answer by Steph_Anderson

Hi all thanks for your responses, the problem was in Salesforce, in the assignment group. The problem was it only showed assignment groups that had recently been viewed so we couldn't see the assignment group for this particular queue. Hopefully no one else has this problem but if you do, that's the answer! 

2 replies

Amy_Goldfine
Amy_Goldfine
Level 9
March 24, 2020

Can you screenshot what your Marketo "sync to sfdc" flow step looks like?

Amy GoldfineMarketo Champion & Adobe Community Advisor
S
Steph_AndersonAuthor
Level 4
March 24, 2020

Yep! An update, we created a new queue to test it and sure enough, it is not assigning the records out at all. I can't tell if it's a salesforce issue or a Marketo issue.

 

 

Darshil_Shah1
Community Advisor and Adobe Champion
Darshil_Shah1Community Advisor and Adobe Champion
Community Advisor and Adobe Champion
March 25, 2020

Following things needs to be kept in mind while using the "Change Owner" Flow Step in marketo:

  • A record must be synced to SFDC
  • Leads can be changed to Users or Queues
  • Contacts can be changed to Users
  • Contacts cannot be owned by a Lead Queue. If you assign a Contact to a Queue, nothing will happen.
  • The change owner flow step will only change the lead/contact owner.  It isn't configured to change account owners.

Check if you are violating any of the above point due to which there might error in adding to queue.

 

Also keep it mind that If you use the Sync Lead to SFDC flow step and choose the auto assignment rule, if the lead is already in sync and assigned to an owner it should stay the same. The lead owner will not change. You need to use the Change Owner flow step to assign the record to a different owner.

 

S
Steph_AndersonAuthorAccepted solution
Level 4
March 26, 2020

Hi all thanks for your responses, the problem was in Salesforce, in the assignment group. The problem was it only showed assignment groups that had recently been viewed so we couldn't see the assignment group for this particular queue. Hopefully no one else has this problem but if you do, that's the answer! 

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