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Does anyone out there have a way of tracking neglected accounts? I'd like a list of all accounts/relationships with no activity in the last 60 days on a weekly basis (and be able to filter by activity type).

I have tried to build a report but it wasn't producing accurate results because you can't report on the absense of data. I want to know how/if others are tackling this issue including solutions besides reports.

You can make a bionic rule which can create a CTA and then report on the CTAs:

https://support.gainsight.com/Rules_Engine/Examples_and_Tutorials/Identifying_an_Absence_of_Data_via_Rules

We built a custom date field on the Company object for 'Date of Last Timeline Activity' and then wrote a rule to post the MAX of Timeline Activity Date from the Activity Timeline object to that field. That allowed us to do a few things:

  • Expose that date on the C360 page
  • Add it as a field in a customer list filtered by CSM for managing their book of business
  • Include in Health Scores as an engagement metric
  • Create automated Risk CTAs for a CSM to engage if the last timeline activity date is greater than pre-defined business rules (usually between 30-90 days)

Awesome, super helpful, thank you both!!

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