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Gainsight Inc.

Create CTAs based on conditions

Call To Action (CTA) helps CSMs keep track of their tasks, thus assisting them in prioritising important tasks and closing them on an urgent basis. But sometimes there could be a situation in which a CTA must be created, only if another CTA does not exist.

In this tutorial, we use Rules Engine to demonstrate the process of creating Conditional CTAs. A particular CTA is created only if another CTA does not exist.

In our example scenario, CSMs use a Risk CTA which has a Reason Low license Deployment, to track customers who have used a very low share of the total available licenses. CSMs also use an Adoption CTA which has a Reason Onboarding and Launch, to track the customer Onboarding process. If the Onboarding and Launch CTA for a customer is not closed, the license usage will naturally turn out to be low for such a customer.

So, in our scenario a Low License Deployment CTA is created only for those customers for whom the Adoption CTA is closed.
In order to configure a rule for the above purpose, you must create two datasets and use a Merge task. The first dataset contains a list of customers whose License usage percentage is below the minimum threshold. The second dataset consists of a list of customers for whom the Deployment CTA is not closed. Both the datasets are combined using the Left join method. To learn more about Joins, refer this article. Finally, a Low Deployment CTA is created on the Merge task output.

Assumptions:

  • A Formula Field Low Deployment % exists for the Usage Data Object. This formula field returns the percentage of licenses used. This field works on the predefined formula {(number of licensed users / number of active users) * 100}. To learn more about how to create formula fields in Salesforce, refer this article.

  • CTA Type Risk with Reason Low License Deployment exists. This CTA is triggered if the Low Deployment % field for a customer is below 40%.

CTA Type Adoption exists with Reason Onboarding and Launch. This is the first CTA created for a new customer to track the Onboarding process.

Create the Rule

  1. Navigate to Administration > Rules Engine.
  2. Click + RULE.

Create the Rule - 1.gif

  1. In the New Rule window:

    1. Select the Bionic Rule Type.
    2. Create the Rule For an Account.
    3. Enter a Rule Name.
    4. (Optional) Enter a Description.
    5. Click NEXT.

The Setup rule window is displayed.

Create the Rule - 2.png

Set up the Rule

Create first Dataset

  1. Click DATASET TASK.
  2. Enter a Task Name.
  3. Select Salesforce as the Data source.
  4. Select Usage Data as the Source Object.

Create first Dataset 1.gif

  1. Drag and drop the following fields, in the Show section. To know more creating tasks in Bionic Rules, refer this article.
  • Account (Usage Data)
  • Account Name (Usage Data)
  • Licensed Users (Customer Info)
  • Active Users (Usage Data)
  • License Usage % (Usage Data)

Create first Dataset 2.png

  1. Drag and drop the License Usage % field in the Filters section.

Create first Dataset 3.png

  1. In the Filters section, select <= and enter 40.

Create first Dataset 4.png

  1. Click SAVE.
  2. Click <-, to return to the Rules list page.

Create Second Dataset

  1. Click + Task and select Dataset.

Create Second Dataset 1.png

  1. Enter a Task Name.
  2. Select Salesforce as the Data source.
  3. Select Call To Action as the Source Object.

Create Second Dataset 2.png

  1. Drag and drop the following fields to Show section.
  • Account (Call To Action)
  • Account Name (Call To Action)
  • Id (Call To Action)

Create Second Dataset 3.png

  1. Click Call to Action:: Id and select COUNT of Id.

Create Second Dataset 4.png

  1. In the Filters section, add:
  • Reason (Call To Action)
  • Status (Call To Action)

Create Second Dataset 5.png

  1. In the Filters section,
  • Select = and Onboarding and Launch, for the CTA Reason field.
  • Select = and Closed, for the CTA Status field.

Create Second Dataset 6.png

  1. Click SAVE.
  2. Click <-, to return to the Rules list page.

Create Merge Task

  1. Click + Task and select Merge.

Create Merge Task 1.png

  1. Enter a Task Name.
  2. Select T1 in Merge field.
  3. Select T2 in With field.
  4. Select Retain all records from left dataset. This is left join.

Create Merge Task 2.gif

  1. Select Account (Id data type) as Map source field.
  2. Select Account (Id data type) as Map Target field.

Create Merge Task 3.gif

  1. In the Show Fields section:
    1. For T1, select the checkbox for:

      1. Account
      2. Account Name
      3. License usage
      4. Call To Action
    2. For T2, select the checkbox for Id.
      1. Enter Count of Closed CTAs, in the Output Field Label section, for the Id field.

Create Merge Task 4.png

9. Click SAVE.

Configure Rule Action

  1. Click Setup Action.
  2. Click + Action and select T3.
  3. Select Call To Action as the Action Type.

Configure Rule Action 1.gif

  1. Enter the following details in the CTA
  • Name: Low License Deployment
  • Type: Risk
  • Status: New
  • Reason: Low License Deployment
  • Priority: High
  • Default Owner: Select a CSM.

Configure Rule Action 2.png

  1. Scroll down and select + CRITERIA.
  2. Select Id, >, Value, and 0.
  3. Click SAVE.

Configure Rule Action 3.gif

Click RUN NOW, to run the rule. You can also schedule the rule to run later.

 

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