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evan_luberda
evan_luberda
Helper ⭐️
March 28, 2016

Admin Office Hours - March 31st, 2016

  • March 28, 2016
  • 8 replies
  • 120 views
This thread is for the Admin Office Hours session for Thursday March 31st, 
2016.  Submit your questions to this thread and we'll add them to our 
topics list below!
 
To register for this session, please click here.

Current Topic List:
  • TBD
Post-session, we will update this article with a summary of answered 
questions and link portions of the video for those who could not attend.

      8 replies

      uyen_nguyen
      uyen_nguyen
      Contributor ⭐️⭐️
      March 30, 2016
      I would like to add a rule in which it automatically calculates
      the following for the customer’s scorecard:

      Set customer’s ‘support’ scorecard to green if:



      70% of the total tickets submitted have a priority ticket of
      High or Urgent



      The formula will be for EACH customer:



      % of tickets submitted with a priority ticket of High or Urgent
      = (# of ticket priority is High or Urgent for the customer) / (total tickets
      with a ticket status of open or new or pending submitted by the customer)

      uyen_nguyen
      uyen_nguyen
      Contributor ⭐️⭐️
      March 30, 2016
      please confirm the time for this office hour along with the dial in number
        dave_derington
        dave_derington
        Helper ⭐️
        March 30, 2016
        Hi Uyen,

        A link to registration is above - 11 am PST / 1 pm CST / 2 pm EST

        https://attendee.gotowebinar.com/register/8312079581121927170
        uyen_nguyen
        uyen_nguyen
        Contributor ⭐️⭐️
        March 31, 2016
        I registered this afternoon but received no email on the dial in number.
        melissa_allen
        melissa_allen
        Contributor ⭐️⭐️⭐️
        March 31, 2016
        I would like to figure out how to report by team on open/closed CTAs. I've tried assigning a Manager field, but that rolls up to the account level. I could have 2 managers for 1 account, so it hasn't been the most accurate.
        lane_h
        lane_h
        Helper ⭐️
        March 31, 2016
        Hi Uyen,

        Are you wanting the % to be different depending on the customer? 

        I think you will have to create a formula field in the Customer Info Section to populate this and then pull it into the scorecard metric.
        Director of CX and Scale Programs
        andrea_gertz
        andrea_gertz
        Contributor ⭐️⭐️
        March 31, 2016
        Follow up to my question and the need to use APEX to upload to a Gainsight survey....
        Does this have to be APEX, or would it be possible to use Process Builder?
        dave_derington
        dave_derington
        Helper ⭐️
        April 4, 2016
        Melissa - followed up on this and we have a solution for this.  

        In our environment, we've added a "Team Manager" field to the Customer Info object.  Then we have a rule for each team manager that looks for the following:

        Customer Info::Status = Active
        Account::CSM Name = <team members>
        Repeat the "Account::CSM Name =" line for each team member

        In our case, we may have two managers as well - so we simplify this by just using a string for names.

        May be good tutorial material ... ends up being fairly easy to do.
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