This article describes how to create Success Plans for Custom and Bionic Rules using Rules Engine action type called ‘Success Plans.’ This option is helpful, if you have a large number of Accounts for which you want to generate Success Plans, and you’ve configured plan templates, containing Playbooks with Objective CTAs. The succeeding section provides an example for configuring a rule to create draft Success Plans for all Enterprise customers in a particular Stage, and/or Health Status.

Note: You must have Success Plan Types and Templates configured before you can use rules to generate Success Plans. For more information, refer to Configure Success Plans for the C360.

Configure Rules to Create Success Plans

To create success plans using Rules Engine:

  1. Navigate to Administration > Operations > Rules Engine > click + RULE.
  2. Enter the following details in the Edit Rule screen:
  • Rule Type: Select an option from the drop-down list.

Note: The 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 on Bionic Rules, refer to Getting Started with bionic Rules.
  • Rule For: Select Account or Relationship, if you want to create a success plan for an account or relationship respectively.
  • Rule Name: Enter the name for the rule being created.
  • Description: Enter appropriate description, if any, for the rule being created.

SuccessPLan_RE.png

3. Click NEXT. The Setup Rule screen is displayed.

For Custom Rules:

For Bionic Rules:

Click DATASET TASK. The following screen is displayed:

    For more information on task creation, refer to Bionic Rules Task Creation.

4. Drag-and-drop appropriate fields in the Show and Filters section. For example, you might want to have Account Name, ID, CSM Name, Region, Type, etc., in the Show section. Add filters for Accounts based on their Stage and Overall Health.

Note: The Account ID must be added to the Show section in order for the Success Plan action type to be visible in the Setup Action screen.

5. Click NEXT to set up an action.

6. In the Setup Action page, click + Action

Enter or select appropriate values for the following fields:

  • Action Type: Select Success Plans.
  • Plan Name: Enter an appropriate name for the success plan name. Optionally, use tokens to add dynamic text to the plan name.
  • Plan Type: Select the appropriate plan type. This drop-down box populates values that are configured in Success Plan Configuration.
  • Template Name: select the appropriate template name. This drop-down box populates values that are configured in Success Plan Configuration, and associated with the selected Plan Type.
  • Plan Status: Select the initial status of the plan when it’s created by the rule. For example, initially you might want to create this Success Plan as a Draft.
  • Owner Field: (optional) Select the appropriate field if you want to dynamically assign the owner.
  • Plan Due Date: Enter appropriate value for the plan due date (N days after the rule creates the Success Plan).

Note: By default, this field is set to Run Date +5 Days.

  • Default Owner: Enter a default owner in case you have not selected a value in the Owner Field text box, or the Account does not yet have an assigned owner.
  • Post update to chatter: Select Once, Always, or Never, based on whether and how often you want the Comments to post to chatter. Chatter comments will post for all accounts for which the rule generates a success plan.
  • Comments: Enter comments, if any. Tokens may be used to add dynamic text here.

7. Click SAVE.

8. Click RUN NOW to immediately execute the rule. Otherwise, click Schedule to schedule the rule for success plan. For more information on scheduling rules, refer to Scheduling Rules.

Prevent Duplicate Success Plans

To prevent the creation of duplicate Success Plans, Rules Engine will check your Account Names, and existing Success Plan Names, Plan Types, and Plan Status. If all of these identifiers match an existing plan, the plan will not be duplicated.

If a duplicate plan is found and a template is not associated with that plan, then the template will be upserted in the plan (no other details except template will be updated).

If a duplicate plan is found and a template is already associated with that plan, the template will NOT be replaced and NO change will be made to the plan.

Tip: Since it's possible that CSMs will change the Success Plan Name and certainly plan Status, you may want to add a date field filter to your rule that helps prevent the creation of duplicate plans. For example, the date field could filter for customers whose signing date was yesterday (and the rule runs nightly).