Document the expected routing rules
1-2 hours
1-2 hours
Create a routing rules matrix before testing anything. Include lead source, form, country, region, company size, industry, product interest, account ownership, customer status, partner rules, meeting routing rules, and SLA. Add expected owner, fallback owner, and what should happen if enrichment is missing.
A routing rules matrix that defines expected behavior for key lead scenarios.
Most routing QA fails because no one agrees on expected behavior. Document the rule before testing the system.