Administrators can use the Rules Engine to create or to close multiple CTAs. You might want to create CTAs automatically for a drop in usage data, drop in revenue, low NPS score, high priority support cases open for more than 14 days, product usage more than the issued licenses, and so on. The examples below are for addressing drops or increases in usage.

The following sections describe how to create and close CTAs using the Rules Engine:

  • Creating CTAs from Rules Engine
  • Closing CTAs from Rules Engine

Creating CTAs from Rules Engine

The following procedure helps you create multiple CTAs using Rules Engine. For example, you want to trigger a CTA when utilization drops below a certain percentage.

1. Navigate to Administration > Operations > Rules Engine > click +Rule.

2. On the New Rule page, enter the following details used in the following example:

  • Rule Type: Select Custom.

Note: Following are the type of rules available in Rules Engine:

  • CUSTOM: Use this rule to perform a single step process like fetch data and create CTA.

  • BIONIC: Use this rule type to perform multiple fetches and transformations in a single rule like fetch data from multiple sources, merge, aggregate, and then load to an object. For more information about Bionic Rules, refer to Getting Started with bionic Rules and if you want to know more about how you can create tasks using this Rule Type, refer to Bionic Rules Task Creation

  • ENGAGEMENT: This rule type has already been deprecated. Gainsight recommends using Custom rules or Bionic Rules to leverage more of the Rules Engine capabilities.

  • Rule For: Select Account if you want to close CTAs created on an Account. Otherwise, select Relationship if you want to close CTAs that are created on a relationship.
  • Rule Name: Enter the name for the rule being created.
  • Description: Enter appropriate description for the rule being created.

 

3. Click NEXT.

4. Drag-and-drop fields from the left hand side panel in the Show area. For example, Account Name.

5. Drag-and-drop appropriate fields in the Filters area to filter out CTAs that you want to create; then click NEXT.

6. Click +ACTION

  • Action Type: Select Call to Action from this drop-down list. To create a CTA, select the Create CTA check box and fill out the following fields:

  • Name:  Used to title your CTA. Type @ to see the 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.
  • Priority:  Based on previously established Severity Types
  • Type:  Based on previously established Types
  • Status:  Based on previously established Status Types
  • Playbook: Optional.  Based on previously established Playbooks
  • Reason: Based on previously established Reason Types
  • Owner Field: Optional. From the account level can be based on any user lookup field.
  • Due Date: Run Date + x Days.  Drop-downs below address treatment of weekends.
  • 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.
  • 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.
  • Post Update to Chatter: Used to control the frequency of Chatter updates.
  • Post Update to Comments: Used to control the frequency of Comments updates.
  • Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.
  • 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.

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

8. Click +CRITERIA and add the appropriate criteria. For example, you might want to create a high priority CTA if the utilization percentage is less than or equal to 40. You can repeat steps 6 and 7 to create additional CTAs for different criteria. For example, apart from creating High priority CTAs, you might also want to create Low and Medium priority CTAs based on utilization percentage.

Populate Custom fields while creating CTAs from Rules Engine

If you want to create a CTA with Custom Fields along with the Default Group of fields in Rules Engine > Setup Action, perform the following steps:

  1. Ensure that you have configured the Default Group containing the Custom Fields first from Administration > Calls to Action > GLOBAL tab > Select the Default type > Detail view layout configuration section > CALL TO ACTION tab.

a. Standard fields are Read Only by default as shown in the following image. Custom fields that are marked as Read Only, will not be displayed in the Setup Action screen in Rules Engine.

b. Custom fields that are marked as Mandatory, values must be provided in the Setup Action screen in Rules Engine.

  1. In Administration > Rules Engine > + RULE (Bionic Rule - Custom Fields in Bionic Rules) > Setup Rule screen, click NEXT after adding the required datatypes in the Show and Filters sections and navigate to Setup Action screen.
  2. Click +ACTION and from the Action Type drop-down list, select Call To Action.
  3. Select the CTA Type. Depending upon CTA Type, it will  show all the custom fields (under Additional Fields) that you Configured in Detail view layout configuration section > CALL TO ACTION tab. The following image shows an example of Additional fields section that contains custom fields configured from Calls to Action > GLOBAL tab > Select the Default type > Detail view layout configuration section > CALL TO ACTION tab.

Closing CTAs from Rules Engine

The following procedure helps you close multiple CTAs using the Rules Engine. For example, let's say that some time after a CTA is triggered due to low usage, the usage actually increases above a certain threshold, and the Admin wants to use rules to automatically close out the CTA.

1. Navigate to Administration > Rules Engine > click +RULE.

2. On the New Rule page, enter the following details:

  • Rule Type: Select Custom.
  • Rule For: Select Account if you want to close CTAs created on an Account as shown in the following image.
  • Rule Name: Enter the name for the rule being created.
  • Description: Enter appropriate description for the rule being created.

Note: On the New Rule page, enter the following details to close Relationship CTAs:

  • Rule Type: Select Custom.
  • Rule For: Select Relationship if you want to close CTAs created on a Relationship as shown in the following image.
  • Rule Name: Enter the name for the rule being created.
  • Relationship Type: Select the type from the drop-down list.
  • Description: Enter appropriate description for the rule being created.

3. Click NEXT.

4. Drag-and-drop fields from the left hand side panel in the Show area. For example, Account Name.

5. Drag-and-drop appropriate fields in the Filters area to filter out CTAs that you want to close; then click NEXT.

6. Click +ACTION; and then enter the following details:

  • Action Type: Select Call to Action from this drop-down box. The following page is displayed.
    • To create a CTA, select the Close CTA check box and fill out the following fields:

  • 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.
  • 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.
  • Reason: Based on previously established Reason Types.
  • Source: Manual, Rules and/or Survey. Select one or multiple.
  • Set CTA status to:  Closed Lost, Closed Success, or Deprecated Internal Escalation.
  • Comments: Optional and shows up in the comment section of the CTA. Type @ to see options available for tokenized comments.

Notes:

  • 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.

7. Click +CRITERIA and add the appropriate criteria. For example, you might want to close CTAs where the Utilization % exceeds 80.