CTA Rule Creation

Hi Aditya,

We have lookup fields on the account for additional CSMs, so I’m utilizing those fields for the Owner of the CTA based on the logic in the Setup step.

I’m creating 3 separate fetches, based on user location, then using those CSM fields to route to the appropriate rep.

I know the rules engine require that all branches are connected, however merges won’t work for my use case here. I need each fetch to map to a distinct action because of the multiple CSMs per account. I just wanted to check whether I can have this rule run based on the 3 fetch actions and just having merges created but not utilized in the action window? 

Aditya,

Apologies, a bit difficult to explain over threads like this.

I’ll back up a bit to give some context. We have fields on the Account object: Account Owner, EMEA CSM, East Coast CSM, and West Coast CSM.

Based on user location (from contact record), I’ve created formula fields that stamp the region the contact is in, i.e “West Coast”, “East Coast” , “EMEA”, “APAC”.

So based off of that information, I want to create CTAs that route to the appropriate value from the CSM fields. Ex: If routing country = England, then Region = “EMEA”, so I want to route the CTA to the rep populated in the “EMEA CSM” field. 

• This is not possible with one catch-all merge function since the logic determines which rep would receive the CTA. 
• Easy thing to do is break these into 3 separate rules since they all have the same qualifying logic (new user provision date), and then based on if the routing will go to East Coast, West Coast, or EMEA CSM 
  • What I’m wondering is if I was able to do this in 1 CTA rule?
    • In that case, there would be 3 fetch actions, getting users based on each bucketed region
    • Each fetch would be mapped to a create CTA action in the next section, this is where the “Owner ID” would be one of the 3 CSM values
    • But rules engine won’t allow for unconnected branches, so I would have to create merges on those 3 fetch actions.
      • So, in essence I’m wondering if I could still make this rule function correctly with the 3 fetches mapped to the create CTA actions (1 for 1) and then just have th merges created so that it satisfies GS settings, but the merge would not be connected to any actual CTA creation action. 

Does that make sense?

Awesome, thank you for confirming Aditya!