This article focuses on setting up CTA reasons and rules for customer sentiment risk. The processes outlined below aim to help you:

  • 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:

Rule to Create CTAs for Sentiment Risk

This document assists you to create two rules for different scenarios listed below: 

  • "Executive NPS” CTAs:- This rule is based on recent NPS scores (past 180 days) from customer Executives. A CTA is created if NPS Score is less than or equal to 6
  • Multiple Recent Risk” CTAs:- This rule is based on the sum of recent implementation, Support or Habits Risk CTAs (automatic or manual). For more information on how to create a new CTA reason, refer Create Rule to Track Multiple Recent Risk CTAs..

Configure Rule to Create Executive NPS CTAs

  1. Navigate to Administration > Rules Engine.
  2. Click + RULE.
  3. Select Bionic as the rule type.
  4. Create the rule for an Account.
  5. Select a folder for the rule.
  6. Provide a name for the rule in Rule Name box.
  7. (Optional) Provide a detailed description of the rule in Description box.
  8. Click NEXT.

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  1. Click DATASET TASK.
  2. Enter a Task Name (here T1).
  3. Select NPSSurvey Response as the source object.
  4. In the Show section, add:
  • User Role (NPSSurvey Response)
  • User Name (NPSSurvey Response)
  • Account (NPSSurvey Response)
  • Account Name (NPSSurvey Response)
  • NPS Score (NPSSurvey Response)
  • Survey Code Name (NPSSurvey Response)
  • CSM (Account)

  1. In the Filters section, add:
  • Response Date (NPSSurvey Response)
  • User Role (twice) (NPSSurvey Response)

  1. In the Filters section, select:
  • >= , Subtract N Days from Rule Date and specify 180, for Response Date filter.
  • = and specify Decision Maker, for the first User Role filter.
  • = and specify Adoption Champion, for the second User Role filter.
  1. Specify A AND (B OR C), in the Advanced Logic section.

  1. Click SAVE.

Setup Rule Action

  1. Click Setup Action.
  2. Click + ACTION and select T1 as the Source task.
  3. Select Call To Action as the Action Type.

  1. Enter Sentiment Risk: Low Executive NPS, as the CTA Name.
  1. Select Risk as CTA Type.
  2. Select High as CTA Priority.
  3. Select New as CTA Status.
  4. (Optional) Select a playbook from the Playbook field.
  5. Select Sentiment Risk as CTA Reason.
  6. Select a CSM's name in the Default Owner field.

  1. Click + CRITERIA.
  2. In the Criteria section, select NPS Score, <=, Value and enter 6.
    Note: This is a Risk CTA for a low NPS score. You could also setup an Opportunity CTA for a high NPS score.

  1. Click SAVE.
  2. 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