Increase conversion rates and reduce client handoff friction by creating referral assignment rules tailored to your organization’s operational needs. Use Key‐Value‐Based Assignment for direct field‐level matching, or choose Expression Set‐Based Assignment to evaluate multiple conditions. Switch engines as your business scales without losing existing rules.
Where: This change applies to Lightning Experience in Enterprise and Unlimited Editions with Agentforce Financial Services (formerly Financial Services Cloud).
Why: Referral routing requirements vary as organizations expand their product lines and client tiers. For simple, direct matching on field criteria, such as referral type or estimated value, use Key‐Value‐Based Assignment. For complex scenarios, such as routing that combines asset thresholds, territory rules, and team capacity, use Expression Set‐Based Assignment. You can match routing complexity to your organization’s operational goals, and you can upgrade your routing logic without re-creating saved rules.
How: From Setup, in the Quick Find box, enter Intelligent Referral Management, and select Intelligent Referral Management. Click Referral Assignment Rules, select a referral assignment engine, and create a rule.