Topics started by sarah_johnson
Is there a way to pre-populate both Contacts and Users in the To and CC fields of an email when launched from a CTA's Email Task / using Email Assist? Use Case: We serve K-12 Education, both schools and districts, and we are typically targeting our communications to people filling particular roles such as Principal, Teacher, IT Contact, Buyer, and so on. It would be a time-saver for our CSMs, when managing their CTAs, if when they click "Validate Email" that the email template appears with Contacts and Users pre-populated based on certain criteria that our admin would build into the template itself or something. For example: The To field would pre-populate with any Contact on the Account or its Parent Account (...because we have Schools that live under Districts in the Account Hierarchy and we might need both levels...) where the Position field value includes "Principal", "Administrator" or "Buyer." And the CC field would pre-populate with
When sending an email through the Cockpit / Email Assist, our CSMs often wish to include a screenshot of the customer's view in our product, to more easily guide the customer to a) what the issue is, and b) how they can monitor the issue for themselves going forward. This is not a standard image that can be saved for easy retrieval/upload -- this is a custom screenshot, grabbed on the fly, for each customer with their unique data. It is time-consuming for our CSMs, especially during Back To School timeframe, to have to save the screenshot somewhere, then upload into the email... they feel it's faster to use Outlook than Email Assist because they can just paste the screenshot straight into the body of the email. Please add support for pasting images inline with your HTML editor. Thank you!
Bulk changes to CTAs in CockpitNo Status
My users need the ability to select CTAs randomly (not always by straightforward criteria) and bulk change them, e.g. Snooze them for the same amount of time and for the same reason, Create the same Timeline activity (like an update that applies to all of the accounts selected), change their status, re-assign them to someone else. My users do not have access to the Mass Edit feature and for very good reasons, nor does that feature include all of the bulk actions we need. Using it also assumes that these CTAs can all be queried by some general criteria, which as I mentioned above, is not always the case. The CSM needs to pick and choose which ones to bulk update, ideally from the Cockpit. Please let me know if anything like this is currently under consideration/on the roadmap. Thank you! Sarah
I created a custom Matrix Data Object called "Order Summary". I can load data to it under Setup Action in my rule, but I can't select it as the data source of another rule under Rule Setup. The object is not available in the list of data sources under Salesforce, Data Spaces, or Matrix Data ... I would expect to see it under Matrix Data, right?
Sales View widget on mobile Account pageUnder Consideration
I have the Sales View widget enabled on our Account records, but it will not load when I view that Account via Salesforce mobile app, no mattter how long I sit there and wait for it to load. Is Sales View supported on mobile view of page layout or no?
I need the ability to suppress the creation of CTA "B" if the customer already has CTA "A" opened. In our use case, the customer lifecycle is fairly linear, so until issue "A" is cleared up, of course issue "B" is going to be an issue because "B" is dependent on "A." (In real terms, if the customer hasn't loaded their users, for example, of course there is going to be an issue with their usage of the product.) Our CSMs do not want to see CTA "A" and "B" together. They just want to see CTA "A" ... and when that's closed out, the system can evaluate whether CTA "B" is now an issue. I've built a bionic rule that does the following: 1. Data task identifies all customers where "B" is an issue. 2. Data task identifies all customers where CTA "A" currently exists in Open status. 3. Merge task combines the two data sets, keeping only the customers that are eligible for CTA "B" and do NOT already have CTA "A" raised. Action: Raise CT
I need to build a rule that raises a CTA and includes a date comparison in the criteria. The dates are 2 fields on the Account record, and I need to use the one that is latter for each Account. e.g. If School Start Date is later than Implementation Start Date, use School Start Date, otherwise use Implementation Start Date. I have tried to create a bionic rule and use a formula field to determine the latter date, but there are only 2 Date functions (Date() and DateDiff()) which do not solve this need. And the date comparisons in the rule setup and rule action criteria both only allow you to compare a field to a fixed set of options, e.g. Rule Date or X days since Rule Date. I can't choose another date field on my object/in my data set. I cannot find another option, so I thought I'd ask the Community for any ideas!
Search Configuration for Linking Objects to CTAAcknowledged
Please add date fields as options when configuring the search for linked objects! While configuring the search fields that show when linking a CTA to a linked object, I noticed that I cannot choose any of the date fields on the linked object. I assume that is an oversight because I can't think of a reason why date fields would be excluded as options? In our use case, many records from a custom object called Usage Data will be returned in that search, and the user is ALWAYS going to be looking for the most recent one based on a specific date field because it represents the most up-to-date usage information from our products, so it's going to take the user a lot more time to sift through the results and confidently find the correct record to link the CTA to.
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