Overview
This article focuses on setting up CTA reasons and rules for customer risk associated with product bugs. The processes outlined below aims in helping you to:
- Address early warning signs.
- Incorporate the CSM’s judgment into the assessment of the risk level.
- Establish a common view of risks across levels of the organization.
- Hold other departments accountable for addressing risks.
Assumptions:
- A CTA reason Product Bug Risk exists. For more information on how to create a new CTA reason, refer Configure Cockpit Tasks.
- A custom picklist field On-hold Reason exists on the ZenDesk Support Ticket. This is a picklist field. The support team uses this field to track bugs. For more information on how to create new Custom fields in Salesforce, refer Create a Custom Object in Salesforce.
- The On-hold Reason picklist field has Verified_Bug and Waiting_on_Release pick list items.
Rule to Create CTAs for Product Bug Risk
This rule creates a CTA called "Product Bugs Risk CTA", when the following conditions are satisfied:
- Zendesk Ticket Status is either New, Open, Pending or Hold.
- Zendesk Ticket Priority is either High or Urgent.
- Zendesk Ticket is On-hold for either for Verified_Bug or Waiting_on_Release reasons.
- Customer Status is Active.
Configure the Rule
- Navigate to Administration > Rules Engine.
- Click Create Rule.
- Select Bionic as the rule type.
- Create the rule for an Account.
- Provide a name for the rule in Rule Name box.
- Select a folder for the rule.
- (Optional) Provide a detailed description of the rule in Description box.
- Click NEXT.
- Click DATASET.
- Enter a Task Name (here T1).
- Select Zendesk Support Ticket as the source object.
- In the Show section, add:
- Assignee (ZenDesk Support Ticket)
- Priority (ZenDesk Support Ticket)
- Status (ZenDesk Support Ticket)
- Requester Name (ZenDesk Support Ticket)
- Subject (ZenDesk Support Ticket)
- Ticket ID (ZenDesk Support Ticket)
- Date/Time Created (ZenDesk Support Ticket)
- Tags (ZenDesk Support Ticket)
- Tag Text (Customer Info)
- Id (Account)
- CSM (Account)
- In the Show section, add the Organization field, with ID Data type.
- In the Filters section, add:
- Status (ZenDesk Support Ticket)
- Priority (ZenDesk Support Ticket)
- On-Hold Reason (ZenDesk Support Ticket)
- Status (Customer Info)
- In the Filters section, select:
- New, Open, Pending and Hold options for Status filter
- High and Urgent options for Priority filter.
- Verified_Bug and Waiting_on_Release for On-Hold Reason filter.
- Active for Status (Customer Info) filter.
- Click SAVE.
Setup Rule Action
- Click Setup Action.
- Click + ACTION and select T1 as the Source task.
- Select Call To Action as the Action Type.
-
Enter Product Bug Risk CTA, as the CTA Name.
- Select Risk as CTA Type.
- Select High as CTA Priority.
- Select New as CTA Status.
- (Optional) Select a playbook from the Playbook field.
- Select Product Bugs Risk as CTA Reason.
- Select a CSM's name in the Default Owner field.
- Click RUN NOW, to run the rule. You can also schedule the rule to run at a later stage. For more information, refer Scheduling Rules.