This has sort of been posted before, but as a question: https://community.gainsight.com/gainsight/topics/prevent-new-cta-creation-when-one-has-already-been-...
This is a valid concern though. I should be able to, within a Create CTA action, specify NOT to trigger the CTA if the same CTA has already triggered previously within X days - similar to how we have the ability within JO to say "send email once in X days" where X is 30, 60, 90, etc.
For example, if my customer's healthscore has dropped, and I create a play for the CSM to engage in some way, it won't directly cause the customers healthscore to increase automatically (sidenote: our healthscore is calculated by a state-of-the-art machine learning model that was trained on hundreds of variables collected from historical data.) So once the CSM closes the CTA, if the same circumstantial criteria exists, it will re-trigger that CTA.
Saying "snooze the CTA to a later date" isn't a good solution either, because we still want that action to be carried out. Because CSM actions are not one of the healthscore variables, the model cannot say whether or not a specific action will improve the health of an account. One of the goals of the CSM program is to standardize CSM actions so that, in the future, Red Hat can know the impact of different actions on an account’s probability of renewal.
Rules Engine: Do not trigger CTA if it has already been triggered in the last X days.
CS Rules & Permissions
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So I did this by adding a field to customer info that populates the last date an alert for that reason was completed, and then, added a filter to the rule to not generate another one if that date is x days from the rule date. Seems to have worked okay on our end. I know it's not ideal, but that was my workaround.
This is part of the roadmap, will keep you posted on the ETA.
I think using the Account ID and Rule ID would be appropriate. Thanks!
Thanks,
Nitisha
No, their are no restrictions in this functionality. Can you please share with us (or raise a support ticket) the scenario in which this functionality is not working and we will look into it.
Thanks,
Nitisha