In order to help you identify an absence of data, we offer a feature in the Rules Engine that allows you to take the appropriate action for records that do not have data for the object fields selected in the Show section. This feature can be enabled when setting up a rule using the Include accounts where data is unavailable toggle button.

Related Vault Assets:

  • This rule triggers CTAs for accounts that have not had any open CTAs for 60 days. 
  • This report lists accounts that haven’t had a CTA in 60 days.

For example, you might want to:

  • Create CTAs for accounts where there is no usage (logins or particular usage measure)
  • Set the score to NA when there are no open support cases.
  • Create CTAs for accounts where there is no contact that is identified as an sponsor.

In other words, you are using rules to identify accounts that do not have cases or specific milestones associated with it.

Notes:

  • If you disable the Include accounts where data is unavailable toggle button after setting up the action types, the action types will be deleted.
  • You cannot fetch more than 200K records. Therefore, it is recommended that you apply appropriate filters while creating a rule.
  • The Include accounts where data is unavailable option does not appear if the source object is Account and Customer.

The following procedures describe the above-mentioned examples in detail for better understanding.

Creating CTAs for Missing Cases

The following procedure enables you to create CTAs for accounts without any associated cases.

To create CTAs for Accounts without cases:

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

2. On the Edit Rule screen, enter appropriate values for the following fields.

  • Rule Type: Custom
  • Rule For: Account
  • Rule Name: enter Absence of data-Missing Cases
  • Description: enter identify accounts without cases

3. Click NEXT; then on the Setup Rule screen, enable Include accounts where data is unavailable.
   Note: If this option is enabled for an already existing rule, the rule's existing action types will be deleted.

4. Add Case::Account ID and Case::Id fields to the Show section.

5. Click NEXT; then enter the following details.

  • Action Type: select Call To Action.
  • Name: enter Absence of data- No Cases Found
  • Priority: select High
  • Type: select Risk
  • Status: select New
  • Reason: select Other
  • Due Date: enter due date after rule runs
  • Default Owner: select owner
  • Optional: select Playbook and Owner Field; and set Post update to Chatter

6. Scroll down to select Filter accounts where data is unavailable. This will fetch accounts for whom cases are unavailable.

7. Click SAVE, and then run the rule. This will create CTAs for accounts without any cases.

Creating CTAs for Missing Milestones

The following procedure enables you to create CTAs for accounts without an Onboarding milestone.

To create CTAs for missing milestones:

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

2. Enter details in the following fields.

  • Rule Type: select Custom.
  • Rule Name: enter Absence of data - Milestone - Onboarding
  • Description: enter create CTAs for accounts where Milestone Onboarding is missing

3. Click NEXT; then on the Setup Rule screen, enable Include accounts where data is unavailable.

4. In the Show section, add fields such as Milestone::Account, Milestone::Milestone Name, and Account::Account Name.

5. In the Filters section, add the Milestone::Milestone Name field equal to a milestone name. For example, the Milestone name is Onboarding.

Note: By default, when Include accounts where data is unavailable is enabled, AND logic is applied between a source object (Milestone) and the Account/Customer object. You cannot modify this AND logic to OR. If you try, you will get the following error.

6. Switch Include accounts where data is unavailable to the ON state; then click Next.

7. On the Setup Action tab, enter the following details:

  • Action Type: select Call to Action.
  • Name: enter Absence of data - Milestone -Onboarding
  • Priority: select High
  • Type: select Risk
  • Status: select New
  • Reason: select Missed Milestone
  • Due Date: enter due date after rule runs
  • Default Owner: select owner
  • Optional: select Playbook and Owner Field; and set Post update to Chatter

8. Scroll down to Criteria, and select Filter accounts where data is unavailable. This ensures that accounts without milestones are fetched.

9.  Click SAVE, and run the rule. CTAs get created for accounts that do not have the specified milestone.

Error Message in Absence of Data Rules

An error Message appears when you try to disable absence of data in rules with ‘Filter accounts where data is unavailable’ is selected. The following message appears when you try to disable the absence of data option (Include accounts where data is unavailable), "Oops! Please delete/disable absence of data actions and turn off absence of data."

To avoid this message, before disabling absence of data, you must delete Action Types that have Filter accounts where data is unavailable selected, or you must clear these checkboxes.