This tutorial walks you through the process of creating a Bionic rule that triggers a CTA when a customer has ‘No Support Tickets in a 30-Day Window’. 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.

This tutorial also demonstrates that by creating a single Bionic Rule, you can achieve goals which were only possible earlier using multiple rules.

Following are the sub-steps in this Bionic rule:

  1. Query Accounts that have Support Tickets
  2. Fetch Valid Gainsight Customers
  3. Merge Valid Gainsight Customers
  4. Previewing Support Tickets Data from Merge Task
  5. Setup Action

Query Accounts that have Support Tickets

In an ideal dataset, one Support ticket per account must be present. This dataset will fetch the total number of Support tickets raised by an account in the last 30 days.

  1. Navigate to Administration > Rules Engine > Click + RULE.
  2. Select the Rule Type as Bionic, and enter the Rule Name and Description (optional).
  3. Click NEXT.
  4. In the Setup Rule screen, click DATASET TASK.
  5. Enter the Task Name. The Output Dataset Name is populated automatically.
  6. Select Salesforce as the data source and Case as the source object.
  7. Drag and drop the following fields to the Show section:
  • Account::Id
  • Case::COUNT_DISTINCT of Id
  • Account::Account Name
  • Account::CSM
  1. Drag and drop the following field to the Filters section:
  • Case::CreatedDate | Greater or equal | Subtract N Days from Rule Date = 30

Query Accounts that have Support Tickets.gif

Fetch Valid Gainsight Customers

In this step, filter the Active Gainsight customers using the CustomerInfo object.

  1. Create another fetch task in the same Bionic rule from the Setup Rule page.
  2. Select Salesforce as the source and CustomerInfo as the object.
  3. Drag and drop the following fields to the Show section:
  • Customer Info::Account
  • Account::Id
  • Customer Info::Account Name
  1. In the Filters section, add the Status = Active filter.
  2. Select Apply to Gainsight Customers Only check box.

Fetch Valid Gainsight Customers.gif

Merge Valid Gainsight Customers

Use a Bionic Merge Task to join “Query Accounts that have Support Tickets” to the “Fetch Valid Gainsight Customers” list. It's important for the “Fetch Valid Gainsight Customers” to be included as well as a Left Join. In the field highlighted below, Output field name from Data Fetch side was changed to “Account Id_Support Tickets”. This is the field that will be recognized in the action to filter the accounts without support tickets.

  1. Create a merge task in the same Bionic rule from the Setup Rule page.
  2. Select the output of Fetch Valid Gainsight Customers with Query Accounts that have Support Tickets and select Retain all records on left.
  3. In the Show Fields section, change the Output Field Label of the Account as Account Id_Support Tickets.
  4. Click SAVE.

Merge Valid Gainsight Customers.png

Previewing Support Tickets Data from Merge Task

After saving the Merge Task, navigate to the Setup Action page and click Run Now as a test run. This is allowed without having to make an action.  

RUN NOW.gif

This will identify all the accounts where there are no support tickets in a 30 day window.

You can download the results of the last task to view in rules read only mode > EXECUTION HISTORY.

Download Results.png

Resulting Data Set from Merge

The resulting data set from the merge task:

Preview Results.png

Setup Action

  1. Navigate to Setup Action. Click + ACTION and select the merge task.
  2. Select Call to Action from the Action Types.
  • Name:  Used to title your CTA. Type @ to see options available for tokenized comments.
    • Include in identifiers: adds the CTA's name as part of the duplicate checker criteria for the Rules Engine. If there's an existing CTA for an account, but the CTA names have different values, then the rule will create the new CTA. If the CTA names are the same, and the CTA Type and Reason are the same, then a new CTA will not be created. The rule will simply update the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.
  • Priority:  Based on previously established Severity Types
  • Type:  Based on previously established Types
  • Status:  Based on previously established Status Types
  • Playbook: Optional.  Based on previously established Playbooks
  • Reason: Based on previously established Reason Types
  • Owner Field: Account::CSM (Your CSM Lookup field added in the previous step)
  • Due Date: Run Date + x Days.  Drop-downs below address treatment of weekends.
  • Default Owner: Lookup field of all SalesForce Users. This will be used if the Task Owner field is not filled in OR if an account has not been assigned an owner.
  • Link to an existing "Linked Object": Multiple relevant objects can be linked in a rule. All Linked Objects that are linked to the CTA type, will be available in the drop-down. When a linked object is selected from the drop-down, Admins can choose the field to which it should be linked from the Show fields.
  • Post Update to Chatter: Used to control the frequency of Chatter updates.
  • Post Update to Comments: Used to control the frequency of Comments updates.

Note: For the above fields, you can select the update frequency as Once, Always, or Never. If Once is selected, Chatter/Comments will be updated for the CTA only the first time the rule is run. If Always is selected, Chatter/Comments will be updated for the CTA every time the rule is run, and if Never is selected, Chatter/Comments will not be updated when the rule is run. These settings do not prohibit users from posting comments on Chatter as often as they like; they just control how rules update the CTA.

  • Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments

  1. In the Criteria section, add the following criteria and select the checkbox to include records where Count of Cases is null.
  • Count of Cases =  Value = Null value
  1. Click SAVE.

This action will trigger CTAs to the CSMs of their respective accounts where there are no support tickets in a 30 day window.

Action Type_CTA.gif

Gainsight recommends scheduling the rule to run Everyday Night. For more information, refer Scheduling and Executing Rules.