# Routing decision table

Worked example companion. Fictional scenario; no measured results.

Write the owner-precedence table before editing the workflow.

## How to use this sheet

Replace the example rules with your own. Keep each acceptance decision linked to its owner and evidence. Use the blank CSV to record your actual process; the example CSV contains teaching material.

| Condition | Decision | Reason to store |
| --- | --- | --- |
| Matched customer; valid owner | Preserve account owner | Existing account coverage |
| Matched account; inactive owner | Hold for coverage review | Owner requires replacement |
| Several plausible accounts | Hold identity decision | Ambiguous match |
| Unmatched eligible prospect | Apply distribution policy | New prospect |
| No available rep | Assign duty queue | Coverage unavailable |
| Repeated event | Return previous decision | Already processed |

## Workflow

1. **Receive lead** (CRM intake): Validate source ID and required contact fields.
2. **Match account** (RevOps): Resolve maintained identity or hold ambiguity.
3. **Apply precedence** (Sales policy): Preserve the valid account owner first.
4. **Assign or hold** (Rep or duty owner): Distribute eligible prospects; own the fallback.

Exception: Ambiguous matches and empty assignment pools enter a monitored queue. Concurrent ownership changes trigger reevaluation before writeback.

## Measurement

Define the inbound cohort and compare conflict rate, unassigned age and owner acceptance time. Inspect a sample of account matches separately from task speed. A routing change alone does not prove incremental sales.

## Limitations

- The ownership precedence is an example policy, not a universal CRM default.
- Licensing, synchronization rules and the active roster must be checked in the chosen system.

Source page: https://www.opsautomators.com/work/lead-routing-account-ownership
Prepared September 7, 2026.