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SAP Knowledge Base Article - PublicSymptom
When using a Routing Rule to assign an Owner to an Opportunity/Lead, the rule based on the Account's Country/Region does not work
Environment
Sales Cloud Version 2
Reproducing the Issue
- Create an opportunity with an associated account.
- Observe that the Owner is not determined based on the configured routing rules.
Cause
The Account’s address lacks a State/Region value, preventing Country/Region derivation used by the routing rule conditions, so Owner determination does not occur.
Resolution
Ensure that the State field and full address details are maintained in the relevant Accounts.
See Also
KBA 3554195 - Opportunity routing rule to employee is not working.
KBA 3510168 - Opportunity routing to employee is not working.
Keywords
opportunity routing, owner determination, business rules, party determination, employee routing, state field, region field, country region, address completeness, routing not working, sales cloud, service cloud , KBA , CEC-CRM-GS , Guided Selling/Opportunity for SAP Sales/Service Cloud , CEC-CRM-LEA , Lead for SAP Sales/Service Cloud , Problem
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