This tutorial is second in line with Configuring Sentiment Risk CTAs and Rules. It is recommended that you first read the aforementioned article and then start with this article.
The CTA sentiment score assists the CSM to gauge the level of likelihood, a customer could stay. Consistent low sentiment scores indicate a high probability of customer shifting to competitor. CSM must take proper action on Customers returning consistently low sentiment scores.
This tutorial guides you on creating a rule such that a new CTA is automatically created when sentiment score for a CTA is low for the past six months. This rule applies to both manually created sentiment risk CTAs and automatically created sentiment risk CTAs.
- A CTA reason Sentiment Risk exists. For more information on how to create a new CTA reason, refer to the Configure Cockpit Tasks article.
- All the Risk CTAs are named as either Launch, Support and Habits.
Rule to Create CTAs for Sentiment Risk
This rule is based on the sum of recent implementation, Support or Habits Risk CTAs (automatic or manual). A CTA is created for Risk CTAs not closed even after six months after creation.
Configure Rule to Create Multiple Recent Risk CTAs
- 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 Call To Action as the source object.
- In the Show section, add:
- Id (Account)
- Id (call to Action)
- Account Name (Call to Action)
- CSM (Account)
- Account (Call to Action)
- Select Count of Id in the Id field for Call to Action.
- In the Filters section, add:
- Created Date (Call to Action)
- Call To Action Name (thrice) (Call to Action)
- CTA Type (Call to Action)
- Flagged (Call to Action)
- In the Filters section, select:
- >=, Subtract N Days from Rule Date and specify 180, for Created Date filter.
- (contains) and specify Launch, for the first Call To Action Name filter.
- (contains) and specify Support, for the second Call To Action Name filter.
- (contains) and specify Habits, for the third Call To Action Name filter.
- (includes) and Risk, for the CTA Type filter.
- = and click the check box, for the Flagged filter.
- Enter A AND ((B AND E) OR (C AND E) OR D) AND F, in the Advanced Logic section.
- Ensure that the Account Lookup drop-down menu value is set to Account (Call to Action).
- In the Filter section, we are looking for Risk CTAs created within the last 180 days that:
- contain “Launch” in the name and are Flagged
- contain “Support” in the name and are Flagged
- contain “Habits” in the name (Flagged or Unflagged)
- Click SAVE.
Note: If you encounter an Output Field labels error stating that Id must be unique, click settings icon for Account id, enter some text and 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 Sentiment Risk: Multiple Recent Risks, 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 Sentiment Risk as CTA Reason.
- Select a CSM's name in the Default Owner field.
- Click SAVE.
- Click RUN NOW, to run the rule. You can also schedule the rule to run at a later stage. For more information, refer to the Scheduling Rules article.