Tuesday US Admin Office Hours (CS Platform): Feb 27, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello,

Created a CTA Rule, called, “CTA: Tickets Volume Increased 15%” which compares the percentage difference in Current Month Cases vs Previous Month Cases. 

I have captured the “Total for Current Month Cases” and “Total for Previous Months Cases” within a Merge.

Transformation: formula used: ((A-B)/B)*100

• Transformation: Add Formula Field
• Label: “Percentage Curr Mo Cases vs Prev Mo Cases”   
• Date Type: Number
• Expression Type: Calculated Field
• Decimal Places: 2
• Type of Calculation: Comparison
• Calculate Difference in: Percentage
• Time Identifier, Created Date Curr
• Select a field in both Define A and B
  • Count of Case ID Curr
  • Count of Case ID Prev

Group By: Aggregate Office OCS ID Curr and Aggregate Office OCS ID Prev

Receive validation errors stating other fields are not being Grouped By i.e., Account ID Curr

When I mark the Group By next to the Account ID Curr then it adds the word “Count” to the beginning of each Aggregation Name.  The cycle continues every time I mark another field as Group By.

Thank you,

Di Hastings

Hey scott-- I’m interested in knowing if I can use the CTA API to mark CTAs as Important or Not Important, when the CTAs are starred. 

If so, can we please go over how to craft that API, as I am still rusty with the language. 

Hello @aoleson01 -- yes, this is expected behavior -- although someone posted the ability to assign the CTA as well as a request/product idea (link below), there haven’t been any other votes for it over the years, so it hasn’t landed on Product Team’s radar yet as an enhancement.

One of the complexities of adding the CTA assignment is that each task that is created is added to the same CTA, and the different tasks can be assigned to different people - so it would mean adding a separate couple clicks, probably, to assign the CTA to somebody (the default would still be the timeline entry creator, so that would be fine in terms of not adding clicks to biz-as-usual) -- but it would require some serious work.

Take a look at the post below, though, and add your vote and thoughts on how it might work best for your use case as a reply!

Scott, 

Update on original question regarding: Created a CTA Rule, called, “CTA: Tickets Volume Increased 15%” 

I created a new Relationship Rule, since I am capturing Cases from Asset Family - RCM,

Using the same Transformation info noted below; but, no longer receiving Group By validation errors (as I only selected certain fields in the Group By)

I have captured the “Total for Current Month Cases” and “Total for Previous Months Cases” within Merge, “Merge Curr Mo Cases - Prev Mo Cases”

Created a Transformation: formula used: ((A-B)/B)*100

• Transformation: Add Formula Field
• Label: “Percentage Curr Mo Cases vs Prev Mo Cases”   
• Date Type: Number
• Expression Type: Calculated Field
• Decimal Places: 2
• Type of Calculation: Comparison
• Calculate Difference in: Percentage
• Time Identifier, Created Date Curr
• Select a field in both Define A and B
  • Count of Case ID Curr
  • Count of Case ID Prev

Within Actions - I am not able to see an option for Call To Action 2.0

I did read within support documentation: The Company GSID field should be added in the dataset for the Call-to-Action option to appear in the Action setup.

I created a Company Data setup which includes the Company GSID. 

I have tried different variations to Merge Company with other Data setups but am not having any luck in capturing Call to Action 2.0 within Actions.

Thank you,

Di Hastings