Admin Office Hours - March 31st, 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)

please confirm the time for this office hour along with the dial in number

Hi Uyen,

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

https://attendee.gotowebinar.com/register/8312079581121927170

I registered this afternoon but received no email on the dial in number.

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.

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.

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?

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.