Subject: This tutorial demonstrates another example of how NULL values can affect results which Rules Engine produces and how to address them.
Scenario: Support cases are a useful metric for a CSM. Similar to the example for Sponsor Tracking, this approach can be used to create CTAs and monitor Support activity.
Complexity: Easy
Description: Create a checkbox field within SFDC to use to determine how many support cases have been open within a 30-day period.
Challenges: Access to create new fields in SFDC is required
Approach:
  1. Create new custom field (checkbox) in SFDC
  2. Check if cases are open for Accounts
  3. Create CTA for customers having no cases within a 30-day window
  4. On a scheduled basis, update and re-check

Notes and Tips

General:

  • 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.
  • IMPORTANT:  This tutorial requires administrative access to Salesforce.com (SFDC).

Step 1 - Create Custom Field (Checkbox)

Within SFDC, create a Custom Field in Customer Info - call it “SupportTicket30”.  This will provide a placeholder to tie back to the appropriate object and detect Accounts for which there are no sponsors.

To create the Custom Field, perform the following steps:

  • Under SFDC, select Setup >> Create >> Object:
  • Click “Customer Info”
  • Under “Custom Fields
    • Click “New”
  • Step 1: Under New Custom Field
    • Select “Checkbox”
    • Click “Next”
  • Step 2: Enter the Details
    • Field Label = “SupportTicket30”
    • Default Value = Unchecked
    • Field Name = “SupportTicket30” (Will auto-populate)
    • Description:  
    • Click “Next”
  • Step 3: Establish field-level security
    • Per your company’s guidelines, select the appropriate level of permissions
  • Step 4:
    • Finalize/Save
    • The field should be saved and visible

NOTE: If the field does not become visible in Step 3 (below), log out/back into Salesforce.

Step 2 - No Support Tickets in 30-Day Window

Create New Rule - Admin: No Support Tickets in 30-Day Window

Create New Rule - Admin: No Support Tickets in 30-Day Window

Create a new rule:

  • Rule Type:  Custom
  • Rule Name: Admin: No Support Tickets in 30-Day Window
  • Description: <Something denoting intent of the rule>

In the Show Field Select:

  • Account::Id
  • Case::COUNT_DISTINCT of Account
  • Account::Account Name

In the Filters Field:

  • Account::CreatedDate / Greater or equal / Subtract N Days from Rule Date / 90

Click "Next"

Create New Action

Create New Action

Create the following Action:

  1. Action Type:  Load to Customers
  2. Account::Id -> Account(string)
  3. Create a new Custom field.  From the drop-down list, select "SupportTicket30 (BOOLEAN)"
  4. Check the box under SupportTicket30

This will identify all accounts where there is one or more support tickets and check the checkbox for "SupportTicket30".

Step 3 - Create CTAs

Once the "Admin: No Support Tickets in 30-Day Window" has executed, the checkbox fields in the Customer Info object will be updated correctly with a value of "true" for those accounts meeting the criteria.

Sponsor information is now available and can be leveraged with second rule that will detect and notify a CSM for customers that have no Sponsor identified.

Create New Rule - Customers with No Support Tickets in 30-Day Window

Create New Rule - Customers with No Support Tickets in 30-Day Window

Create a new rule:

  • Rule Type:  Custom
  • Rule Name: Customers with No Support Tickets in 30-Day Window
  • Description: <Something denoting intent of the rule>

In the Show Field Add:

  • Account::Id
  • Account::Account Name
  • Customer Info::SupportTicket30
  • Account::CSM

In Filters:

Customer Info::SupportTicket30 / equals / "unchecked"

Click "Next"

Create New Action - CTA

Create New Action - CTA

Create a new action:

  1. Action Type:  Call to Action
  2. Create CTA
  3. Name:  ${Account::Account Name} Has No Support Tickets in a 30-Day Window   (Use the @ sign to see tokenization options)
  4. Priority:  Medium
  5. Type:  Risk
  6. Status:  New
  7. Reason:  Adoption Issues
  8. Owner Field:  <Usually your CSM>
  9. Due Date:  <Your preference>
  10. Default Owner:  <Again, your preference>
  11. Comments:  The customer ${Account::Account Name} has no Support Tickets within the last 30 days.  

Click "Save" to save the rule.

Step 4 - Additional Rule and Scheduling

Prior to scheduling, one more rule should be created which:

  • Will "uncheck" all checkboxes on the Customer Info object.
  • Is run prior to the "Admin: No Support Tickets in 30-Day Window" rule

This will ensure that if a sponsor is removed from an account, the previous scripts will detect and notify correctly.

Create New Rule - Admin: Uncheck "SupportTicket30" Checkbox for All Accounts

Create New Rule - Admin: Uncheck &quot;SupportTicket30&quot; Checkbox for All Accounts

In the Show Field Add:

  • Account::Id
  • Account::Account Name

In Filters:

  • Customer Info::SupportTicket30 / equals / checked

Create New Action

Create New Action

Create the following Action:

  1. Action Type:  Load to Customers
  2. Account::Id -> Account(string)
  3. Create a new Custom field.  From the drop-down list, select "SupportTicket30 (BOOLEAN)"
  4. Leave the checkbox unchecked (denoting NULL)

This will identify all accounts where there is one or more sponsors and check the checkbox for "SupportTicket30".

This rule should be scheduled to run BEFORE the other rules above.