Considerations for Using Referral Management in Financial Services

Considerations for Referral Intake Configurations

Review these considerations and limitations.

• You can create up to 10 referral intake configurations per org, but only one configuration can be active at a time. Delete unused configurations.
• Each intake form can have a maximum of 5 steps. If your form requires more steps, consider using progressive disclosure within sections to simplify the workflow.
• Each intake form can have a maximum of 10 sections across all steps.
• Each section can have a maximum of 25 fields. If a section exceeds this limit, split the fields into multiple sections for a better user experience.
• An intake form can have a maximum of 75 fields in total across all steps and sections. Remove optional fields or split the form into multiple definitions if you reach this limit.
• Each section supports a maximum of 10 conditional visibility rules. If your logic is complex, simplify the conditions or use separate sections.

Considerations for Referral Assignment Rules

Review these considerations and limitations.

• You can create up to 200 assignment rules per org, with a maximum of 100 active rules at any time. To stay within these limits and make room for new rules, regularly deactivate unused rules and archive expired ones.
• Limit each assignment rule to a maximum of 15 criteria. To handle complex routing, simplify your criteria or split the logic across multiple rules.
• Limit each assignment rule to a maximum of five condition groups. To handle more complex logic, create separate rules.

Best Practices for Referral Intake Forms and Assignment Rules

• To maintain high completion rates and reduce user drop-off, limit each form to a maximum of 20 required fields.
• To optimize form completion rates, limit your total field count to 30 fields or fewer. Although the platform supports up to 75 fields, leaner forms prevent rendering issues for mobile users, who can experience problems with more than 40 fields.
• Limit multi-select picklist fields to a maximum of 50 options. If you need more choices, use a lookup field instead.
• Order your rules from most specific to least specific. The assignment engine evaluates active rules in your specified sort order and assigns the referral to the first matching entry, so correct ordering ensures accurate routing.
• To keep your rule set lean, regularly review and archive rules with a match rate of less than 1%.
• Start with 20 to 30 rules and expand as your business grows. To prevent infinite loops or circular routing paths, always test your fallback chains.