Best answer by liam_nicholls
My preference would be to bring to the CSMs attention that the customer has no sponsor tracking records, or the last tracked sponsor is x days ago (which could mean the account might need some maintenance)
I'd send an internal email to the CSM rather than create a CTA (dependant on the volume of the issue)
** the screengrabs can't be displayed larger (which is odd) - but you can zoom in with your browser to see them clearer**
I created two fields on the Customer info object.
1) Date of last created sponsor tracking (date field)
2) Days since last created sponsor tracking (formula field)
re: Days since last created sponsor tracking field. The formula I used is: today()-
Date of last created sponsor tracking. This produces a number which can be used to display in semi-regular internal email reports about a customer. Or utilised by a rule, when the number gets to 180 (180 days since last sponsor tracking) you might then create a CTA or send email notification.
I created a rule to gather the date of the LAST created sponsor tracking record. Set the show field config to MAX.
This show the customers with sponsor tracking, and it's been a long time since another record was made
Sorting the other way - this shows the customers with sponsor tracking missing. You could build CTAs/rules of either of the two custom fields
This was a useful exercise for me as it showed that out of our nearly 560 customers, approx 135 have no sponsor tracking records