This tutorial walks you through the process of creating a Bionic rule that triggers a CTA when a support ticket has been untouched for X number of days. This approach helps customers  identify and monitor the tickets which haven't been worked on, when there is a high volume of support tickets.

Create a Bionic Rule to trigger CTAs for Untouched Support Cases

Create Rule

  1. Create a New Rule with the following parameters:
  • Rule Type: Bionic
  • Rule For: Account
  • Rule Name: Rule to trigger CTA for Untouched Support Cases
  • Description: (Optional)
  1. Click NEXT. This will navigate you to the Setup Rule page.

Setup Rule

  1. In the Setup Rule screen, click DATASET TASK.
  2. Enter the Task Name. The Output Dataset Name is populated automatically.
  3. Select Salesforce as the data source and Case as the source object.
  4. Drag and drop the following fields to the Show section:
  • Account::Account Name
  • Case::Created Date
  • Case::Id
  • Case::Priority
  • Case::Last Modified Date
  • Case::Status
  • Account::Id
  • Case::Account ID
  • Account::CSM
  1. Drag and drop the following fields to the Filters section:

  • Case::Status | Not equals | Closed
  • Case::Last Modified Date | Lesser or equal | Subtract N Days from Rule Date = 14

Setup Rule Configuration.png

Note: If required, you can also add Priority to the filters section and can trigger CTAs only for the High Priority cases.

Setup Action

In the Setup Action page:

  1. Navigate to Setup Action. Click + ACTION and select the Call to Action 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. Click SAVE.

This action will trigger CTAs to the CSMs of their respective accounts where there are support tickets untouched for X number of days.

Setup Action .gif

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