Skip to main content
When we do a "book of business shuffle" new AMs are assigned to Accounts. We'd like to have a rule that detects this, and along with other criteria, allows for the creation of a "New AM Assigned" CTA. This would serve as an action item for the CSM to contact the Customer and introduce themselves.





Is there a way to detect a change in the assigned AM. We use a custom field on the Account for this. We have track history turned on for it, but I don't see a way to detect this within Gainsight.





The only other idea I have is to create a custom field called "New AM" and set it to True when the new AMs are assigned, and then clear it at some point, maybe when the CTA is resolved. Seems like a lot of overhead to track something in the system.





Looking for thoughts and ideas!





thanks


Kristin
Hi Kristin,





If you have history tracking turned on in Salesforce, you should see an object called "Account History" when building a rule. You'd have to filter for the right changed field, timeframe, etc. to get the records you need. Could you please check and confirm?





Thanks,


Manu
Perfecto!





Yes, we have access to the Account History object, and it is linked to the Account Object and Customer Info object, so we should have access to all the fields needed.





Thank you!!





Great!

Reply


Terms & ConditionsCookie settings