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ml2019
ml2019
Contributor ⭐️⭐️⭐️⭐️⭐️
August 30, 2019
Solved

Neglected Accounts Report/Tracking/Alerts

  • August 30, 2019
  • 3 replies
  • 337 views
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.

Best answer by jgrabis
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)

3 replies

john_apple
john_apple
Expert ⭐️
August 30, 2019
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

    jgrabis
    jgrabisAnswer
    Helper ⭐️
    August 30, 2019
    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)

      ml2019
      ml2019Author
      Contributor ⭐️⭐️⭐️⭐️⭐️
      September 2, 2019
      Awesome, super helpful, thank you both!!

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