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imran1184
imran1184
Contributor ⭐️⭐️⭐️
January 20, 2020
Solved

User want to get an email notification/alert when a client falls below a certain score.

  • January 20, 2020
  • 4 replies
  • 220 views

I am working with a customer in which he requested mentioned feature that a specific person should get notified when score falls below at a certain level for their customers.

 

Could someone please confirm if such configuration is available ?

Best answer by dan_ahrens

Hi @imran1184 - you would use a bionic query in Journey Orchestrator (https://support.gainsight.com/SFDC_Edition/Journey_Orchestrator_and_Email/Programs/Adding_Participants_to_a_Program#Query_Builder) and select the relevant objects you’d use for your criteria - Scorecard, Account, User, etc. Using merge and filter criteria, you can arrive a a record for each customer account that has the score change details and the assignee that you’d want to send the email to. 

4 replies

sagan_sherlin
sagan_sherlin
Helper ⭐️⭐️
January 21, 2020

We’re currently in the middle of a project to have CTA’s drop for the Users when a Health Score drops below X.  For a user to receive an email notification when a CTA to created for them - they would need to enable “A CTA is assigned to me”.  Which is found by click in the Bell in Cockpit.

 

One of our draw backs is working with IT to ensure our users are getting the notification emails, and they aren’t being stopped by Mimecast.

dan_ahrens
dan_ahrens
Expert ⭐️⭐️⭐️
January 21, 2020

Sagan’s solution is the first one I would recommend - creating a CTA when that score drops below a certain level and having the assignee notified via email. This also has an advantage of creating a CTA on their Cockpit, which ensures they see the notification even if they missed the email.

 

You could also create a Journey Orchestrator program to send an email (with or without a CTA) when the score drops below a certain level. 

VP of Customer Success at Forcepoint
imran1184
imran1184Author
Contributor ⭐️⭐️⭐️
January 21, 2020

@sagan_sherlin 

Thanks for the help!! it is really nice to hear that. I hope it gets implemented soon.

 

@dan_ahrens  Could you please help me with little hint how we go with Program on this?
 

Thanks in advance!!

dan_ahrens
dan_ahrensAnswer
Expert ⭐️⭐️⭐️
January 21, 2020

Hi @imran1184 - you would use a bionic query in Journey Orchestrator (https://support.gainsight.com/SFDC_Edition/Journey_Orchestrator_and_Email/Programs/Adding_Participants_to_a_Program#Query_Builder) and select the relevant objects you’d use for your criteria - Scorecard, Account, User, etc. Using merge and filter criteria, you can arrive a a record for each customer account that has the score change details and the assignee that you’d want to send the email to. 

VP of Customer Success at Forcepoint
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