How to trigger CTA when sentiment score is changed

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I would like to trigger a CTA to the account owner when the sentiment score of an account has been changed to yellow or red. I can't seem to find this option in the rules engine. I was able to build this for the overall scorecard change but this would specifically be for the sentiment score change. thanks
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Berin Bezmen

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Posted 1 year ago

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Kate Green, Champion

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There are likely two ways you can go about this:

1. You can associate the sentiment score value with a date and store this data in an MDA, so that you can look back and compare "Sentiment Score Today" with "Sentiment Score Last Week"

2. You can add an action to the rule that sets the score for sentiment and have that action be a CTA. Use the criteria of Red/Yellow, and limit how often such a CTA can fire. 

Would either of those options work?  I'm interested to know how you solved this problem, if you have already. 

Best,
Kate