Automatically Close CTA by CTA Name not CTA Reason
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When I setup a Close CTA activity, I can only pick the reason, say: "Customer Journey" or "Support Issues". Since we don't have a separate reason associated with each support related issue, the close activity might impact too many CTAs.
Ideally, I'd like to setup one close CTA activity when the rule described in the "rule setup" section no longer applies. Because of the way the business rules filter is currently set up, it is nearly impossible to configure the "Close" Activity in the same business rule as the "Create CTA" activity. This results in a very long list of business rules one needs to maintain. Moreover, when the list of business rules grows too large (above 20?!) it nearly becomes impossible to quickly associate one business rule to another, if they are indeed related (for example: close and open CTA for certain criteria, or all NPS related (Detractor, Promoter...) business rules).
Ideally, I'd like to setup one close CTA activity when the rule described in the "rule setup" section no longer applies. Because of the way the business rules filter is currently set up, it is nearly impossible to configure the "Close" Activity in the same business rule as the "Create CTA" activity. This results in a very long list of business rules one needs to maintain. Moreover, when the list of business rules grows too large (above 20?!) it nearly becomes impossible to quickly associate one business rule to another, if they are indeed related (for example: close and open CTA for certain criteria, or all NPS related (Detractor, Promoter...) business rules).
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For example, I might want to close out CTAs for "Support Case 21+ Days Old" because there are no more support cases that qualify. However, I want to preserve another CTA that is also classified in the same way (risk, "Support Issue", etc.) but it's called something else -- say, "High Priority Support Case". Right now, the "Close CTA" logic doesn't allow me to distinguish between these -- I can only close based on how the CTA is classified, not based on the name. As a result, I can't reasonably accomplish this.
This is not possible currently. We just enhanced the capability to use CTA names from Rules during creation but not during close. Are there a substantial # of CTA with the same name?
It would be very useful to create a rule with a setup action to close CTAs based on the CTA name, not the Risk. A single Risk category has multiple CTAs and I don't want to close them all.
What I ended up doing was creating separate reasons for each CTA (ex. Adoption - No Feature 1, Adoption - No Feature 2, etc.). We have rules to automatically close these CTAs if the action is completed. We ended up needing a ton of different reasons but it works.
There are some CTAs that we typically snooze so they don't trigger again the next time the rule runs (because the trigger condition still exists temporarily).
We were trying to set up a Close CTA action to close the snoozed CTA once the condition is cleared, but need it to be based on the tokenized CTA name and not just utilize the reason. Using only the reason code is too broad and would close CTAs that still need to be open.
There's one additional wrinkle I'll add:
Since we followed the 'Risk Framework' model Gainsight recommended, our scorecard metrics are driven off of whether a CTA exists or not. Therefore, even CTAs that are mostly nice-to-have for a CSM are still essential for the scorecard. Also, if a CSM is delinquent in closing out their CTAs, then the whole scorecard can get out-of-whack.
Apologies for late reply. We had some issues in using this capability in bionic rules but all the issues are getting fixed in May release. So, post May release this feature will be available in bionic rules too.
Thanks,
Nitisha