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psutela
psutela
Contributor ⭐️⭐️⭐️
Jun 25, 2019 8:58 PM UTC
Solved

Add a CTA when the last chatter post for a customer is > 30 days

Hi, I've been asked by my managment team to find a way to add a CTA when the last Chatter Post for a customer is >30 days. Has anyone attempted this? Where do I start?

aditya_marla
aditya_marlaAnswer
Helper ⭐️⭐️⭐️
Oct 24, 2019 6:37 AM UTC

Got it, thanks for sharing this. Also have you tried using the timeline available on the CTA (i.e use timeline for taking updates on the CTA vs chatter…..since all that data is stored and available in the ‘activity timeline’ object)

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4 replies

aditya_marla
aditya_marla
Helper ⭐️⭐️⭐️
Jun 27, 2019 6:49 AM UTC
Is there any salesforce object where the chatter entries made are stored? If so you can use the object in rules engine to create a CTA (Also if you use timeline for note taking we can do that using the Activity Timeline object in gainsight)

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sai_ram
sai_ram
Expert ⭐️⭐️
Aug 22, 2019 6:20 AM UTC
@psutela Did you get a chance to view the comments by @aditya_marla ?

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psutela
psutelaAuthor
Contributor ⭐️⭐️⭐️
Aug 26, 2019 1:17 PM UTC
We ended up creating a custom field in Salesforce on the Customer Info object that is fed with the last Chatter Post made by a CSE (using SFDC Profiles). And we use this field in two new CTAs - one at 60 days (as a reminder) and another at 90 days when the CTA is past due.

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Pam Sutela
aditya_marla
aditya_marlaAnswer
Helper ⭐️⭐️⭐️
Oct 24, 2019 6:37 AM UTC

Got it, thanks for sharing this. Also have you tried using the timeline available on the CTA (i.e use timeline for taking updates on the CTA vs chatter…..since all that data is stored and available in the ‘activity timeline’ object)

Translate
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