CRM LEAD ROUTING: RELIABILITY AND HUMAN OVERSIGHT CHECKLIST
Published by Aain Ul Raza | aainulraza.online
This is a blank operational test plan, not an audited customer deployment.

Use a fictional test lead and non production credentials for the initial exercise.
1. Define eligible owners based on team, capacity, territory and account history.
2. Confirm existing account ownership takes precedence where policy requires it.
3. Route an eligible lead and store the chosen owner plus decision reason.
4. Send a duplicate webhook event and confirm no duplicate lead or assignment.
5. Mark owner unavailable and confirm the documented fallback queue is used.
6. Trigger SLA expiry and confirm an escalation event is observable.
7. Reassign manually; capture actor, time, previous owner and audit reason.
8. Verify restricted users cannot access another team's private lead details.
9. Simulate notification failure and confirm the assigned lead is not lost.
10. Verify the workflow can be paused and a human can take ownership.

Test log:
Scenario: __________
Expected outcome: __________
Actual outcome: __________
Pass / fail: __________
Evidence reference (redacted): __________
Fix owner and review date: __________

Do not include real customer personal information in public examples.
Read: https://aainulraza.online/blog/lead-routing-automation-sla-fallbacks/