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    Arturo Zindel
    Time-based Rule only Triggering when contact record is...Answered
    Topic posted July 4, 2017 by Arturo ZindelExplorer 
    38 Views, 2 Comments
    Title:
    Time-based Rule only Triggering when contact record is opened
    Content:

    Hi all,

    I've set up a few Contact rules which should help me manage my pipeline of leads more effectively but they're not working correctly. By way of background, I've got 2 types of users on site: 'Field Agents' and 'Telephone Agents'. The 'Field Agents' collect leads (stored in contact records on the system), and if they fail to progress with each lead based on the rules I've added, the contact is sent to the 'Telephone Agents' by changing the 'Send to Telephone Team' custom field to 'Yes', which adds the contact to a report accessed only by the 'Telephone Agents' so they can follow up with the lead.

    The rules are time-based - so, for example, if a contact is added to the system, and the contact's 'appointment status' (custom field) does not change from 'Not Yet Contacted' for 3 days, the contact record should be sent to the telephone team by setting the  'Send to Telephone Team' custom field to 'Yes'.

    The rule I've set up is:

    IF Contact.AppointmentStatus equals 'Not Yet Contacted'

    AND Contact.CreatedDate less than -3 days relative to now.

    THEN Set Custom Field 'Send to Telephone Team' equal to 'Yes'.

     

    This seems simple enough to me but unfortunately the rule only triggers if the rule is met AND the relevant contact record is updated (opened and saved), otherwise, the rule doesn't trigger - even when the condition is met.

    What am I missing here? Can rules like this not run in the background and occur when the conditions are met without me needing to open and save each individual contact record?


    Thanks for any help!

     

     

    Version:
    Service Cloud

    Best Answer

    Neil

    Hi Artruro,

    You need to be using Business Rule escalation levels.

    Apologies, but I'm short on time right now, but this would need a few rules, with the logic looking something like:

    When Contact Created, escalate to level "Check progress" 3 days after contacts.created

    Then another Rule:

    If escalation level is "check progress" and <some logic to determine that no progress has been made> 

    Then assigned to telephone team" and clear escalation etc.

     

    Hope this helps, sorry for the rushed response.

     

     

    Answer

     

    • Neil

      Hi Artruro,

      You need to be using Business Rule escalation levels.

      Apologies, but I'm short on time right now, but this would need a few rules, with the logic looking something like:

      When Contact Created, escalate to level "Check progress" 3 days after contacts.created

      Then another Rule:

      If escalation level is "check progress" and <some logic to determine that no progress has been made> 

      Then assigned to telephone team" and clear escalation etc.

       

      Hope this helps, sorry for the rushed response.

       

       

    • Arturo Zindel

      Thanks Neil - I'll give that a go and see if I can get it working.

       

      Best,