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Hark
Contributor ⭐️
March 30, 2023
Solved

Triggering a CTA

  • March 30, 2023
  • 4 replies
  • 176 views

Hi, new to Gainsight but am I able to trigger a CTA from a change in the value of a field? Use Case: If the value in the Stage field on a Company is changed from Implementing to Go-live can this create a CTA for the CSM advising them of the go-live and to use the associate playbook to on-board them to Customer Success.

Thanks in advance.

Hark

    Best answer by alizee

    Hi @Hark 

    My advice would be to:

    1. Enable the automatic milestone on the Stage field:

    2. Create a rule that looks at the Activity Timeline object filtered on:

      1. Milestone Type Name = Stage Change / Type = System

      2. Activity Date = rule date minus 1 day (the actual filtering logic here depends on whether you’d be using horizon or bionic rules

    3. Create an action to create a CTA to the CSM, and attach your playbook to said CTA

    Hope this helps!

    4 replies

    alizee
    alizeeAnswer
    VIP ⭐️⭐️⭐️⭐️⭐️
    March 31, 2023

    Hi @Hark 

    My advice would be to:

    1. Enable the automatic milestone on the Stage field:

    2. Create a rule that looks at the Activity Timeline object filtered on:

      1. Milestone Type Name = Stage Change / Type = System

      2. Activity Date = rule date minus 1 day (the actual filtering logic here depends on whether you’d be using horizon or bionic rules

    3. Create an action to create a CTA to the CSM, and attach your playbook to said CTA

    Hope this helps!

    The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
      H
      HarkAuthor
      Contributor ⭐️
      April 10, 2023

      Hi @alizee , thanks so much for the response. Much appreciated.

      Hark

        C
        caleb.harrill
        Contributor ⭐️
        September 11, 2024

        Hey @Hark ! Did this work for you? I am looking for a solution in a similar scenario but we do not use the milestones so would need to set up that up first.

        H
        HarkAuthor
        Contributor ⭐️
        September 11, 2024

        @caleb.harrill , yes it did work. Someone from my team was able to get it working.

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