Tutorial Overview

Subject: This tutorial demonstrates how to use the Rules Engine to create a CTA based on a support ticket that has been untouched for X number of days.
Scenario: In the event that there is a high volume of support tickets, this can be used to monitor which tickets haven't been worked on.
Complexity: Easy
Description: Create a rule which checks for untouched support tickets within a set amount of time.
Challenges: Setting the different date fields to correctly represent the desired timeframe
  1. Creating a Rule
  2. Setting up the Show field
  3. Setting up the Filter field
  4. Setting up the Action

Notes and Tips


  • This tutorial is presented for educational purposes only.
  • Always test your rules before running them in a production environment.
  • Understand your Salesforce environment before performing any operations which may affect your data.

Step 1 - Creating the Rule

  1. Navigate to Administration > Rules Engine > click +RULE to add a new rule, or edit an existing one.
  1. Provide the following details:
    • Rule Type: Select Custom rule
    • Rule For: Select Account
    • Rule Name: Enter a descriptive name for the rule
    • Description: (Optional) Add a description
    • Click NEXT.

Step 2 - Select the Show fields

Source Data

Select Native Data, Matrix data, or Data Spaces and the Topic Object.

Show Fields

Add the following fields to Show:

  1. Account::Id
  2. Topic::Account Name
  3. Topic::Last Module Date
  4. Topic::Post Created Date
  5. Topic::First Reply
  6. Topic::Reply Count
  7. Topic::Topic Name
  8. Topic::Topic Url

IMPORTANT: Created Date and Last Modified are NOT date fields

Step 3 - Create Filters

Add the following filters:

  • Topic::Post Created Date "less or equal" Subtract N days from Rule Date" 2
  • Topic::Post Created Date "greater or equal" Subtract N days from Rule Date" 14
  • Topic::Reply Count  (include records where Reply Count is null)
  • Topic::First Reply  (include records where First Reply is null)

Click NEXT.

Step 4 - Setup Action

Action Type: Call to Action (Create)

To create a CTA, select the Create CTA  check box and fill out the following fields:

  1. Name:  Used to title your CTA. Type @ to see options available for tokenized comments.
    • Include in identifiers: adds the CTA's name as part of the duplicate checker criteria for the Rules Engine. If there's an existing CTA for an account, but the CTA names have different values, then the rule will create the new CTA. If the CTA names are the same, and the CTA Type and Reason are the same, then a new CTA will not be created. The rule will simply update the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.
  2. Priority:  Based on previously established Severity Types
  3. Type:  Based on previously established Types
  4. Status:  Based on previously established Status Types
  5. Playbook: Optional.  Based on previously established Playbooks
  6. Reason: Based on previously establish Reason Types
  7. Owner Field: Optional. From the account level can be based on any user lookup field.
  8. Due Date: Run Date + x Days.  Drop-downs below address treatment of weekends.
  9. Default Owner: Lookup field of all SalesForce Users. This will be used if the Task Owner field is not filled in OR if an account has not been assigned an owner.
  10. Link to an existing "Linked Object"Multiple relevant objects can be linked in a rule. All Linked Objects that are linked to the CTA type, will be available in the drop-down. When a linked object is selected from the drop-down, Admins can choose the field to which it should be linked from the Show fields.
  11. Post Update to Chatter: Used to control the frequency of Chatter updates.
  12. Post Update to Comments: Used to control the frequency of Comments updates.
  13. Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.
  14. Create CTA once in: Admins can select the Create CTA once in check box in the Create CTA action to prevent the creation of CTAs based on the timeframe selected. A separate check box will be available for separate actions.

Click SAVE to move to the next step or click +ACTION to add more actions.

Action Type: Call to Action (Close)

Use this option to close a CTA when the trend is reversed.

For example, when a CTA is created for a drop of 30% in usage, then you can close the CTA when the usage has increased week over week by 20%. Two use cases: (1) Close the CTA when trend reversal actually happens instead of the CSM closing manually (2) Get rid of false positive scenarios like usage drop on a holiday.

To close a CTA, select the Close CTA check box and fill out the following fields:

  1. CTA ID: Select ID from the drop-down list.
    • Include CTA ID as Identifier: In the Close CTA action, Admins can now select the CTA ID > Include in identifiers check box to validate if the CTA ID should be included in identifiers while closing CTAs.
      Note: When you select the Include in identifiers check box, the Type, Source, Reason, and Set CTA status to fields will become disabled and restricts the rule to mapping only with the CTA ID field. Only CTA ID will be used as an identifier while closing the CTA.
  2. Type:  Risk, Opportunity, or Event. You can also select the Objective option from the CTA Type drop-down list to close Objective CTAs from Rules Engine.
  3. Reason: Based on previously establish Reason Types
  4. Source: Manual, Rules and/or Survey. Select one or multiple.
  5. Set CTA status to:  Closed Lost, Closed Success, or Deprecated Internal Escalation.
  6. Comments: Optional and shows up in the comment section of the CTA. Type @ to see options available for tokenized comments.


  • If a CTA with the same Type, Reason, and Source exists, this rule will close the CTA. You can then click SAVE to move to the next step, or click +ACTION to add more actions.
  • CTA types associated with relationship types are available in the CTA type drop-down. CTA status associated with the Relationship type, CTA type, Global active All, and Private All are available. CTAs of the selected Relationship type can be closed.

After performing a test run, you may proceed to scheduling the rule. For more information on scheduling a rule, refer to the Scheduling Rules article.