Rule to capture last 2 CTA closed statuses

  • 1
  • Question
  • Updated 9 months ago
  • Acknowledged
I want to have a CTA that fires if the last 2 CTAs on an account were closed with status "Closed - No Response". Is there a straightforward way to tell the rules engine to capture the last 2 CTA closure reasons on an account?
Photo of Tim Lindsey

Tim Lindsey

  • 542 Points 500 badge 2x thumb

Posted 9 months ago

  • 1
Photo of Seth

Seth, Champion

  • 11,232 Points 10k badge 2x thumb
I can't think of one. Two ideas:
  • Maybe you can figure out how to do it with a Salesforce formula field on the Customer Info or Account object. I'm not an expert in that formula syntax, though.
  • You could have a boolean field on Customer Info or Account. Every time that a CTA is closed with 'no response' it gets set to true. Then, each time that a CTA is closed with 'no response' and that field is true, you fire the CTA that you have in mind.
You may have an easier time of it, though, and get roughly the same result, if you instead look at CTAs closed within the past month (or some time range). That is, if 2 or more of them close without a response, that may merit a response, even if there was one that was closed for with some different status during that time.