Question

How to Create a CTA to trigger a playbook

  • 8 February 2024
  • 1 reply
  • 19 views

We need to creata CTA that triggers a playbook, when a specific case record is created in SFDC.   Having trouble setting up in Rules engine.


1 reply

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Hi @justin.baker I recommend building out your playbook and tasks before building the rule. This way, you’ll have your playbook ready to go when you associate it in the action step of the rule.

Once your playbook and tasks are configured, you should be ready to build your rule. It seems like you’ll want to pull from your case record object in Salesforce. You will also need the company GSID field added to your dataset in order for the Call to Action option to appear in the action setup. Filter the dataset to exactly what you’re looking for. At the very least, it seems like you’ll need the following filters:

  • the specific case record name
  • the case record created date

Once your dataset has been defined, you can use the Call to Action action to create a CTA. This is where you will associate the playbook you created earlier. Fill in details as necessary, and note that you will need the GSID versions of your owner and default owner fields. For example, if you want to assign the CSM to this CTA, you’ll want to bring in the CSM GSID.

Let me know if you have any other questions or if there is a specific part of the rule you are having trouble with! You may also find this documentation helpful on creating CTAs using a rule.

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