The following tutorial explains how to trigger CTAs using the rules engine based on NPS survey response scores. (The NPS question is the only survey question for which you can trigger CTAs using the rules engine.) Admins can also configure CTAs for Surveys directly in the Survey module. For more information, see Automate NPS Survey CTAs.

Although it’s possible to trigger CTAs directly from the Survey module, additional functionality is available with the Rules Engine, including the ability to:

  • Customize the name of the CTA
  • Customize the option to skip weekends or not, for calculating the CTA due date
  • Use Tokens in the CTA comments (@some_field)

Assumptions

You want to create CTAs automatically for the following conditions:

  • If the NPS survey response score is less than 6, you want to create a Detractor CTA.
  • If the NPS survey response is greater than or equal to 9, you want to create a Promoter CTA.

Additionally, this scenario assumes you have two Playbooks created, for CSMs to address NPS promoters and detractors.

To create CTAs automatically based on NPS survey response:

1. Go to Administration > Rules > + Rule.

2. Enter the following details:

  • Rule Type: select Custom from the drop-down box.
  • Rule For: select Account
  • Rule Name: enter the rule name as Rule for Creating Detractor and Promoter CTAs.
  • Description: enter the description as This is a rule for creating CTAs for NPS survey responses.

3. Click Next.

4. Select the Native Data radio button; then drag-and-drop the following fields from the NPSSurvey Response object (left pane) in the Show area:

  • Account, Account Name, NPS Score, NPS Score Text, NPS Score Type, and NPS Comment.

5. Click Next.

6. Under Setup Action, select Call To Action from the Action Type drop-down box; then select the Create CTA radio button.

7. Enter or select appropriate details for the following fields:

  • Name: enter the name as Rule for Creating Detractor CTA
  • Priority: select High.
  • Type: select Risk
  • Status: select New
  • Playbook: select NPS Detractor
  • Reason: select Product Issue
  • Owner Field: select the appropriate value or assign a default owner for this CTA.
  • Default Owner: type owner’s name and press Enter. John is the default owner for this tutorial.
  • Due Date: enter the value as 5; then select Do not skip weekend from the drop-down box.
  • Comments: Press @ and then select Account, NPS Score, and NPS comment. This will allow you to see the Account name who has provided the NPS score and comments.

8. Click + Criteria, and assign the criteria as NPS Score as less than or equal to 6.

9. Click + Action. This will help you create a Promoter CTA.

10. Under Setup Action, select Call To Action from the Action Type drop-down box; then select the Create CTA radio button. (You are setting up two actions to address NPS promoters and detractors.)

11. Enter or select appropriate details for the following fields:

  • Name: enter the name as Rule for Creating Promoter CTA
  • Priority: select Medium.
  • Type: select Opportunity
  • Status: select New
  • Playbook: select NPS Promoter
  • Reason: select Survey Response
  • Owner Field: select the appropriate value or assign a default owner for this CTA.
  • Default Owner: type owner’s name and press Enter. John is the default owner for this tutorial.
  • Due Date: enter the value as 5; then select Do not skip weekend from the drop-down box.
  • Comments: Press @ and then select Account, NPS Score, and NPS comment. This will allow you to see the Account name who has provided the NPS score and comments.

12. Click + Criteria, and assign the criteria as NPS Score as greater than or equal to 9.

13. Click Save.

14. Click on the Schedule tab to schedule the rule you just created; then click Start.