This guide assumes that a Salesforce Administrator has already set up Plauti Assign for your org, and focuses on how a Sales or Support Manager might use the app in day to day operations.

Getting to Plauti Assign 

Just type 'Plauti' in the App Launcher and you should see Plauti Assign appear. If it doesn't, then ask the administrator to add you to the Plauti Assign Admin Permission Set.

After opening Plauti Assign, you'll see a number of tabs. The main tab you'll be dealing with most is the first one, Assign Setup. 

Match Groups 

This is where you control all the day-to-day acting functionality of Plauti Assign.

Think of a Match Group as a container for:

• A team of users (or just one user),
• A set of rules that dictate which records are routed to this Match Group, plus
• Settings like which object you are routing (Leads, Cases etc)

A Match Group will typically be created for each 'team' of sales reps or support agents you have in your Org.

Here's a typical Match Group record page:

At the top you see a summary of the current settings, and below there are a number of subtabs:

1. Match Rules
2. Assignees
3. Dynamic Assignees
4. Capacity Models
5. Service Level Agreements
6. Match Logs
7. Settings

These features are concisely explained below; read more in Match Groups.

Match Rules 

The heart of the routing engine. When you want specific records to flow into this team, you set the criteria in Match Rules. When you create a new Match Rule, you'll name it, and then pick a Field (that corresponds to a field in the object you are routing). You pick an Operator such as EQUALS, and then specify a value in the Value field. In the example above you can see the first Match Rule is looking for leads where the Lead Source field is 'Web'. 

Use the Match Rule Logic setting (below the Match Rules) to specify whether multiple Match Rules are to be evaluated as AND or OR. For more in-depth guidance on how to setup Match Rules, see the Match Rule guide.

Assignees 

All records that are matched by the Match Rules in this Match Group will get assigned to the users in the Assignees section. Add new users manually by clicking the ‘New’ button. This action will also allocate the user a Plauti Assign license, and the necessary permissions for them to receive records by Plauti Assign. Delete Assignees manually by clicking the down-arrow at the end of the row and selecting ‘Remove’.
Or set up Assignee Rules to add all users that match certain specifications in one go with just a click of a button.

Features within Assignees:

• Active toggle. Quickly activate or deactivate Assignees using this toggle.
• Dynamic Assignment 
  • When set to ‘Dynamic’, the Assignee will be updated automatically according to the set AssigneeRules and Assignee Settings.
  • When set to ‘Manual’, the Assignee is managed manually.
• Capacity Threshold (read more about capping distribution here)
  • Don't want to cap Assignees? Just leave it blank.
• Distribution Ratio (Variable Distribution)
  • If you don't want even round robin distribution, and want some Assignees to receive more records than others, use the distribution ratio.
  • The Distribution Percentage is calculated from the ratio, to give you another way of looking at it.
  • Check out the Distribution Ratio guide for more info.
• Do Not Assign When Calendar Busy, OOO, or Omni Away toggles
  • These toggle whether Plauti Assign should look at a User's Salesforce Calendar, Out of Office setting, or Omni Away status before assigning a record.
  • If enabled, PA will only assign when the User is available in their Calendar (no busy events), if they are not Out of Office, or have their Omni Away status not set to Busy.
• Send Email or In-App Notifications
  • If this is checked, the assignee will receive an email, in-app or push notification in real time when a record is assigned. Read more in Send notifications on assignment.
• Send SMS Notifications
  • For this feature you need an account with a third-party email-to-SMS service such as TextMagic. More details here. 
• Awarded Bonus Records
  • Award extra records to assign to this Assignee on top of the regular record distribution.

Other Assignee-related features:

• Add one or more Working Hours schedules
  • Ensure records are assigned only within working hours.
  • Use the Working Hours Summary tab to view all Assignees by Match Group.
  • Switch between schedules on the Working Hours Summary page.
  • Learn more here 

Dynamic Assignees

Here you can manage the settings for automatically updating Assignees for this Match Group. This concerns both 

• Automatically adding Users as Assignees to the Match Group if they match the Assignee Rules, and 
• Automatically updating the Assignee Settings such as distribution ratio, notification settings, etc for each Assignee of the Match Group.

And applies to all Assignees of the Match Group that have their Dynamic Assignment setting set to 'Dynamic'.
The rules and settings can be applied by clicking ‘Apply Rules and Settings’, and if Assignee Synchronization is enabled on the Settings subtab, they are applied automatically every hour as well. Read more in AssigneeRules.

Dynamic Assignee Rules

Set one or more rules to filter users. Users that match the Assignee Rules will be added as Assignee to this Match Group. Click ‘Preview Record Selection’ to get an indication of which users will be selected based on the rules you configured.

Assignee Settings 

These settings appear on the Dynamic Assignees subtab as soon as you created a Dynamic Assignee Rule. When you make changes here, they will be applied to all Assignees of this Match Group that are managed dynamically.

Capacity Models

You might want to cap assignment of records based on a custom definition of user 'capacity', (or the inverse, load). This could be the number of new Leads already assigned to that user, or open Opportunities, Cases etc. Capacity Models let you define what assignee capacity/load entails in your Org, and how Plauti Assign should calculate current user load. Then, the cap number, the ‘Capacity Threshold’, is set for each Assignee on their Assignee record.

First create one or more Capacity Models at left via Assign Setup > Capacity Models. These models can be used for multiple Match Groups. Then, on subtab ‘Capacity Models’ of a Match Group, select the models that should be used for that Match Group to indicate how user load should be calculated.

Read more in Using Capacity Models to Cap Assignment.

Service Level Agreements

For time-sensitive Leads, Cases and other records it is often expected that certain actions are performed in a timely manner. This can be enforced through the configuration of Service Level Agreements or SLAs. Optionally, these can trigger a record reassignment if the SLA is missed.

First create one or more SLAs at left via Assign Setup > Service Level Agreements. These SLAs can be used for multiple Match Groups. Then, on subtab ‘Service Level Agreements’ of a Match Group, select the SLAs that should be used for that Match Group to indicate that records met or missed their target.

Read more in Using the Service Level Agreement (SLA) Feature.

Match Logs 

This is useful for sanity checking and audit trail - every record that Plauti Assign processes via this Match Group will be logged here.

Settings 

Finally let's have a look at the Match Group Settings subtab. Most fields have a help tip with a short description of what that field does.

General Settings

• Active: If this is untoggled, Plauti Assign will ignore this MatchGroup and its constituent rules and assignees.
• Match Group Name: The name of the Match Group.
• Description: Here you can read what the Match Group does and what it is intended for.

Object Settings

• Object: The Object that this Match Group will operate on, e.g. Lead, Case, Opportunity or a Custom Object.
• Assignment Field: This is the User Lookup field on the Object records where this Match Group will enter the Assignee. 

Routing Settings

• Operational Mode: The distribution method of this Match Group. Records can be assigned in a round robin fashion, or in other ways. Load Balanced assigns records based on the number of records each Assignee already has. Distance compares the geolocations of a record and the assignees, and assigns to the nearest assignee. Plugin uses your own match and assign logic with an Apex Plugin. Do Not Reassign is used if you want SLAs, Match Logs etc. to be created but for the record to not be reassigned.
• Priority: This matters if you have several Match Groups that do not have mutually exclusive Match Rules. 1 is highest priority.
• Queue User: This is the user with whom records are parked when all Assignees are unavailable, for example due to Out of Office or because of their Working Hours schedule. As soon as the Assignees are available again, Plauti Assign will automatically assign the queued records to them.
• Rejects User: If your users can Reject bad records, and you want to have the rejected records reviewed afterwards, enter the user that should review them here (optional). 
• Overflow to The Next Match Group: When enabled, records that could not be assigned in this Match Group will proceed to the next Match Group based on priority, until assigned or determined as Not Matched. Read more in Overflow Records to the Next MatchGroup.
• Check Existing Records: small toggle but big functionality. Use this to match incoming Lead or Account records in this Match Group against existing Leads, Accounts and Contacts. If an existing record matches, then its owner will be assigned to the incoming Lead or Account as well. See Match Existing Records for configuration.

Additional Settings

• Assignee Synchronization: With this setting enabled, and Dynamic Assignment configured, Assignees will be automatically added to this Match Group, and their settings updated. A check for potential new Assignees and updated settings is run every hour. 
• Adjust Capacity During Bulk Transactions: part of the Capacity Models configuration. This setting determines whether user load should be recalculated during bulk transactions for this Match Group.
• Custom Email Template: If you want to override the default email alerts for this Match Group, enter the Unique Template Name of your custom Classic Email Template here. The template must be saved in the ‘SuperRoundRobin’ folder. If you use merge fields in this template, make sure they correspond to the object named in the 'Object' field above. For example, if this is a Match Group for the Account object, a template that uses Lead merge fields will not work properly.
• Update Fields On Assignment: You can set fields to update upon assignment here. When a record is matched and assigned via this Match Group, the field:value pairs specified here will be updated on the record. Syntax: "Example_Field__c":"Example Value","Another_Field__c":"Another Value"
  Read more in Update Specific Record Fields Upon Assignment.

User Skills

Last but not least, User Skills (in the menu at left) let you assign records based on skills you define, so records are handled by those best suited for the task. For example, assign the ‘Spanish’ skill to an Assignee, and have all Spanish records assigned to them. These skills can be used for multiple Match Groups. Read more in Skill-based Routing.

The other Plauti Assign features
The remaining tabs along the top (Working Hours Summary, Metrics etc) and the App Setup options at left (Object Configuration, Jobs & Maintenance) are all utility tabs. The Working Hours Summary tab is very useful to see at a glance all your Assignees grouped by Match Group. You might find the reports under Metrics useful for seeing how your Match Groups are working out over time, and how saturated your sales reps are with their leads. The Setup and Status tab is more for checking the current status of Plauti Assign - also you can see how many licenses are in use. Finally, the Help! tab is where this knowledge base resides.