Tuesday US Admin Office Hours (CS Platform): March 5, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

How to query for all accounts in the month of the rule date, regardless of year? 

Want to send a contact hygiene email once a year, accounts are eligible 1 year after go live and then each year after.

I do not want to send it if they’ve had recent engagement (timeline activity last 30 days), excluding them for that period to be eligible again 1 year later. How do I ensure they only meet the criteria for that anniversary period (so I’m not getting daily failures of accounts meeting criteria also meeting uniqueness exclusion)?

How do I manage this for all of the accounts that are already live? Every account >1 year would be eligible, which would be 1,000s of records. How can I set the program so that it only looks for accounts within their anniversary month? Essentially looking to have any account that meets the criteria of this month of any year? 

Trying to set up a Service Now Connection, but after I enter the subdomain, client ID and client secret and try to authorize the connection, I get the message below: 

“{"success":true,"msg":"Missing Backfil URL"}” 

Other times when I try authorizing, I am brought to a browser notification spam page. 

I checked that the redirect URl inputted into Service Now matches my instance’s Data Center, so not sure what’s causing the issue. 

Hi @Jack_Darley -- I’m going to recommend opening up a Support ticket on that -- integration issues like that are something I’m not likely to be able to debug during Office Hours -- I’ve never set up the Service Now connector, for instance -- and the support team has a number of resources dedicated to integration authorization roadblocks people hit, so you’re going to get a better answer more quickly via the Support route.

Again, happy to look, but from what you’ve posted, it’s not something I’m familiar with offhand so not going to bear much fruit!

Hi Scott,

I have a rule that is using GPX to CS Person Time Series Daily. 

We want to load the PX Engagement data into Salesforce to create a Salesforce Task. 

We are grouping by Engagement Name and Contact ID with the Date being MIN Date. Originally the results of the rule were giving us only 1 count and the last date. Something weird happened to our rule when our GS CSM tried to help with adding a Transform and I needed to re-create the rule from scratch again. I left out the Transform, not now our execution logs with the Test run are giving 3 entries now, as if the grouping is not even working. 

Also, when you do group fields, it changes the fields to COUNT, which won’t work for the data we need to load to Salesforce.  Can you use the drop down on the fields to remove Count on some fields? 

Hello @justo.casablanca -- wanted to give you the bullet-point writeup of how User vs. Rule updates to Scorecard measures impact Comment and the different Modified Date fields.

Here’s the link to the discussion from last week:  https://us-30749.app.gong.io/e/c-share/?tkn=1e78dp27yq86bus2o30ivb77v

And here’s my bullet-point overview:

Behavior for Scorecard Comment Updates

• When a manual Timeline entry is made against a scorecard measure, BUT the user does NOT refresh or update the score at the same time:

  • The "Scorecard Comment" becomes the Notes from the timeline entry

    • This is an important point across the board with Scorecard Comments -- when a manual timeline entry is made, the body of that entry is carried into the Scorecard Comment field.

    • In other words, the user is creating a Timeline Entry -- not a comment -- and that will be an important point below when discussing Rules-based Comments.

  • "Score Modified At" field on Scorecard Fact does NOT change -- because the score has either been confirmed or changed -- this edge case would apply for an end user who wanted to add additional breaking information re: that particular score as shown, but didn't even want to "refresh" the score to confirm it was known to be unchanged.

  • "Modified Date" field on the Scorecard Fact DOES change to reflect that the Scorecard Fact record was updated -- the update here being that a new Timeline entry was cycled into the Scorecard Comment by Gainsight.

• When a user changes or refreshes (confirms) a score and adds a timeline entry:

  • Same as above, except that the "Score Modified Date" is also updated. Remember, if they confirm the same score by clicking the "Renew" button, that counts as "modifying" the score because the clock has been reset until the score becomes stale.

• Score and Comment added by Rule

  • NOTE when the rule updates a measure (note that a score, even N/A, MUST be applied in the Rule Action -- you can't just "add a comment" and not have the score update.

  • As a result, the Score Modified At and the Modified Date will ALWAYS be the same when a rule runs into a scorecard.

• Score changed by Rule but no comment added -- AND there is an existing comment:

  • Existing comment is nulled out of the Scorecard Comment field on Fact - BUT the Timeline Entry remains if it was created by an end user - this is why it is noted above that Manual User scorecard timeline updates are retained as part of the customer record -- they are Timeline entries first, and shown as the current scorecard comment when that situation applies.

  • Note that if the previous comment was ALSO set by a Set Score Rule, that previous comment will be gone -- a comment created by the Rules Engine it is not a timeline entry the way manually-entered "comments" are -- so when they are gone, they're gone.

  • The Modified Date AND the Score Modified Date are both changed to the Rule Run Time.