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ray_r
ray_r
Contributor ⭐️⭐️
March 30, 2016
Question

Can't create "No CTA" rule to raise health score

  • March 30, 2016
  • 11 replies
  • 129 views
I'm sure many of you have attended the Express workshop and/or webinars and therefore will find this next graphic familiar...



The problem I'm having is I can't seem to put together a simple rule to indicate that no CTA's exist. When I came across this problem my first instinct was to place the following in the filter field:

CTA type includes Risk
Count of CTA equals 0

But I realized that we cannot pivot around "count" when an object is in the "filter" field of a rule, however we can pivot around "count" in the "show" field as shown below...



So my question to anyone else who's run into this same issue before, how did you structure your rule to indicate that no risk CTA's exist? I've created a work around but it's not sufficient. I had to create a rule that says "if a Risk CTA exists AND open tasks equals zero THEN set score to Green". I won't get into the different reasons on why this isn't a sufficient work around, but nevertheless I wanted to share and see if anyone else had this issue and found a successful work around for it.

To any employees who are reading this, is there a reason we can't select count when an object is in the filter field? It seems as though it would make sense to have that ability.

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    sdrostgainsightcom
    sdrostgainsightcom
    Gainsight Employee ⭐️⭐️⭐️
    April 5, 2016
    Hello all - 

    There's another way that I prefer when setting these up for customers, but you do have to have the flexibility to add a Checkbox field to the Customer Info.  The process works because rule Actions run in the order shown in the rule itself.  Basically, here's what I do for these "absence of detail records" requirements where setting everything to the "0" value first isn't desired:

    1. Add a checkbox field to Customer Info - I typically call it "Rules Engine Flag" and use it for multiple purposes.  Make sure that it is set to "false" (unchecked) for everything.

    2. Create the first rule to set the score for all customers where there are records (CTA's, opportunities, whatever detail object you are looking for).  Set your scores, then add a "Load to Customers" action that fills in the checkbox for everything you just selected and scored.

    3.  Now you have a bunch of customers left with unchecked boxes - these are the customers that didn't have any detail records.  With your 2nd rule, SELECT ALL CUSTOMERS (don't filter by checkbox yet).

        a.  Set the score for the 'leftover' customers by adding a criteria filter to the action for Checkbox = 'blank'

        b. Add a 2nd action that unchecks ALL boxes with Load to Customer - this will "reset" your flag field for the next 2-rule series that you can run on anything you like.

        c. Schedule these rules 1 minute apart so they run in order, but you don't let any other rules "in between" them.

    Screenshots below - hope that helps!

    RULE # 1 - CREATE CTA (or in your case, set scores) FOR ALL CUSTOMERS WITH CONTACT RECORDS, AND CHECK
    THOSE BOXES OFF FOR THE GROUP:



    RULE #2 (2 screenshots): SELECT ALL CUSTOMERS AND PUT YOUR CHECKBOX IN 'SHOW' SO YOU CAN FILTER IN ACTION FOR YOUR SCORE-SETTING, THEN UNCHECK EVERYTHING ('RESET'):



    Scott Drost, Gainsight -- Principal Customer Success Architect
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