US Admin Office Hours (Thursday session) - 10/14/21 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

  • 14 October 2021
  • 7 replies

Userlevel 6

Hello everyone!

Apologies for the late post today and the missed session earlier this week - was out for a couple days unexpectedly.

With that - this thread is for our upcoming Thursday Admin Office Hours session today - Thursday, October 14, 2021 at 11am PT / 12pm MT / 1pm CT / 2pm ET.

Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Thursday, October 14, 2021 at 11am PT / 12pm MT / 1pm CT / 2pm ET


Join Zoom Meeting:


Meeting ID: 253 252 739

Password: 864010


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7 replies

Userlevel 4

Hi Scott - I am researching sharing SP externally and had a few questions around what I was seeing in testing. I tried to look in documentation but couldn’t find any clear guidance. Thanks!

-We have most of the objectives within our SP templates defaulted to not have "Allow sharing with People (External)" checked. When I then go to share the SP with an external user, I have a picklist of 8 that appears to override what I set at the admin level. Is that the intended case? I've also noticed some SP are noted as INT but others are noted as EXT and I can't figure out where that setting is applied.
-I added a contact record in earlier in the week and the only option for sharing was "Edit all objectives" even though this is set with the “Allow sharing with People (External)” checked. I’m unclear why the full picklist isn’t available here.
-Is there a timing threshold or a trick for when I can assign CTAs/tasks to an external user? I was not able to reassign when I first shared the SP but was able to later. I assume it's because I had just added the contact?

Userlevel 2

Scott, I wanted to quickly confirm the behavior behind the scenes when an email recipient chooses to opt-out from email and/or survey communications.  This is related to the question I had last week.

Does taking an opt-out action on a JO email, regardless of which Opt-Out page configuration is used (default, custom) add them the global opt-out list such that they will be automatically dropped from all future JOs, unless we remove them from the opt-out list first?

Said differently, is there any way for someone to opt-out of communications related to only 1 specific JO (such as by using a custom opt-out page and category) but remain eligible for all others?  



Hi Scott, Have a question about populating a new measure for Companies  

Also have a question about a new site that I am creating  

Hi Scott, I have a question around creating a rule to remove a CSC assigned to an account once a case is closed. The CSC Load Rule shows that while CSCs are assigned to accounts when case is created, they are not removed from the CSC field when case is closed.

Userlevel 4

Follow-up on Previous questions around Identifying when a user exited a JO, and the conditions that caused the exit, for reporting purposes (Conditional waits, etc).


Userlevel 6

Apologies that you had to drop off before we got to your question, @dallynholmes -- but the short version is that you will have to either expand the current rule you are using to “clear” the CSC field when a case is closed, or use a separate rule to handle that process.


Again, I’d have to see the details, but I’m assuming that there can be multiple open cases for a single Account at any given time, so you only want to remove the CSC when there aren’t ANY open cases for that account at the moment.


SO - you can can create a rule that runs each day after the Cases are updated that:

  1. Fetches a list of all customers with a CSC assigned.
  2. Fetches a count of all Open cases by the Account ID (using aggregation)
  3. Merge the 2 lists, retaining all records from the Customer With CSC list so that a column is added for the Open Case Count - when there aren’t any open cases, that field will be left blank.
  4. Filter the data coming out of the merge for Open Case Count = NULL
  5. Create an action that loads a custom value of NULL to the CSC field to blank it out.

Hopefully I”m understanding the situation correctly - feel free to clarify with a followup, add a screenshot, etc., or just join the Tuesday session next week and we’ll take care of it!



Userlevel 3

I’d like to know more about the Company Team object. I haven’t found much documentation on it. I wonder if this is the answer to: