Rule actions
You can specify four different types of actions that are performed when the criteria for a rule is met. For each action, you specify whether to perform the action immediately or at a certain date and time.
Rule actions that specify immediate execution are performed in the order that you define. You can use the Up and Downbuttons to reorder actions. If an action is dependent on another action to be completed first, consider this dependency when you order actions. The order of actions does not affect time-based actions.
You can specify the following types of actions:
Create Activity Plan
Creates an activity plan from the template that you specify. You can assign the activity plan to the user who invoked the action, to a coverage role, or a specific user name. You can also associate the contact from the target object or a specific contact for the activity plan.
Create Task
Creates a task from the activity template that you specify. You can assign the task to the user who invoked the action, to a coverage role, a specific user name, or a work queue. You can also associate the contact from the target object or a specific contact for the task.
Send Notification
Sends a notification to alert users to changes to relevant information in NexJ CRM. You can also add quick responses to notifications, which enable users to perform an action on the record associated with a notification.
To enable notifications you must assign the appropriate privileges to users and enable application features and user options for the system. For more information, see Enabling notifications.
Update Field
Updates a field to a specific value. You can select the field and define the field value to update.
You can add a maximum of 100 actions for a given rule. The system will ignore actions beyond the allowed limit. Performance may be affected if too many actions are created.
Related links
Rules for service requests
Adding rules
Specifying rule criteria
Adding actions to create activity plans
Adding actions to create tasks
Adding actions to send notifications
Adding actions to update fields
Immediate and time-based actions
You can specify that an action executes as soon as rule criteria is satisfied or you can delay execution to a certain date and time. Immediate actions execute as soon as rule criteria is satisfied. Time-based actions execute relative to a specified date or time field for an object when rule criteria is satisfied.
For example, you can create a time-based action relative to the following dates:
- Birthday for a contact
- Created date or expected close date for an opportunity
- Created date for a lead
- Start or due date for a document
- Start or end date for a schedule item
- Start or due date for a task
- Created date, due date, or resolution time for a service request
Adding many time-based actions may negatively affect performance. When rule criteria is met, time triggers are created for time-based actions. Performance may be affected if many time triggers are waiting to execute.
Related links
Adding actions to create activity plans
Adding actions to create tasks
Adding actions to send notifications
Adding actions to update fields
Adding actions to create activity plans
Add an action to create an activity plan if rule criteria is met for the related rule.
Specify the activity plan template and details such as the plan due date. Also define the user to assign the plan to and the contact to associate with the plan.
To add an activity plan action:
The activity plan rule action is now created.
Related links
Immediate and time-based actions
Adding actions to create tasks
Add an action to create a task if rule criteria is met for the related rule.
Specify the activity template and details such as the task due date. Also define the user to assign the task to and the contact to associate with the task.
To add create a task rule action:
- Click OK.
The Add Create Task Action dialog closes.
The create task action is now created.
Related links
Immediate and time-based actions
Adding actions to send notifications
You can add an action to send a notification if the rule criteria are met for the related rule. A notification is a message that alerts a user to changes to information in NexJ CRM that are relevant to them. For example, a user can receive a notification of changes to a lead that they own or to a contact that they cover. A user can also receive a notification when they are assigned a service request.
A message is a communication between users within a conversation.
You require the appropriate user options to use notifications. If you are unable to access notification features, contact your system administrator.
You can configure notifications for delivery to the notifications stream in the Notifications sidebar in NexJ CRM and the email address associated with a user. Specify recipients by role, or by selecting specific users or user groups.
You can also include values from a changed field into a notification message. For example, you can include the start date and time for a schedule item that has changed in a notification using the ${startTimeFormatWithTimeZone}
token, as shown in the following example:
The meeting start time has been changed to ${startTimeFormatWithTimeZone}.
For more information on available notifications tokens, see Tokens for notification messages.
You can add quick responses to a notification. Quick responses enable users to take an action directly from a notification, rather than by navigating to a record in NexJ CRM .
For more information on quick responses, see Adding quick responses to a notification .
To add a send notification action:
The notification action displays in the list of actions.
Related links
Immediate and time-based actions
Adding notification messages in multiple languages
Tokens for notification messages
Adding quick responses to a notification
You can add quick responses to a notification in the notification stream. Quick responses enable users to take a quick action directly from a notification, rather than by navigating to a record in NexJ CRM.
For example, a user could receive a notification that they have been added to the coverage team for a contact. The user could then ensure that they keep in touch with the contact by adding the contact to their monthly call list directly from the notification.
You can add the following quick responses to a notification action:
Follow-up
Enables a user to add a follow-up task to a record from a notification. The Follow-up quick response is available for call record, contact, company, household, document, event feedback, lead, opportunity, schedule item, task, or service request notifications.
Add to Call List
Enables a user to add a contact or lead to a call list from a notification. The Add to Call List quick response is available for call record, contact, document, event, event schedule item, event feedback, lead, opportunity, schedule item, task, or service request notifications.
Users can add a contact to multiple call lists. Users can only add a lead to a single call list. If the lead already belongs to a call list, the Add to Call List quick response will be disabled.
Add Note
Enables a user to add a note to a record from a notification. The Add Note quick response is available for contact, company, household, event, lead, opportunity, or service request notifications.
Add Call Record
Enables a user to add a call record to a record from a notification. The Add Call Record quick response is available for contact, company, household, document, event schedule item, event feedback, lead, opportunity, schedule item, task, or service request notifications.
Mark as Complete
Enables a user to mark a record as complete from a notification. The Mark as Complete quick response is available for call record, document, schedule item, or task notifications.
A call record is an internal record documenting an interaction with a contact or lead.
To add a quick response to a notification:
Quick responses are added to the notifications that you specify.
Related links
Tokens for notification messages
You can use tokens to include values from updated fields in notification messages. You can include tokens in notification stream messages and in the body of an email notification. You can also use a token to create a link in an email notification message to the object record for which the notification was generated. After a user has opened the message, the user can click on the link to open the record in NexJ CRM.
You can use tokens in notifications for the following subject areas:
- Business processes
- Call records
- Companies
- Contacts
- Events
- Event feedback
- Event meeting requests
- Event schedule items
- Households
- Leads
- Parent and product opportunities
- Schedule items and tasks
- Service requests
Note: If you specify an invalid token in a notification, then the token will not be included or processed when the notification is sent.
If the field related to the token is blank, then no value displays for the token in notifications. The following formatting rules apply to notifications:
- Dates and times display in medium format, followed by the time zone, for example,
${startTimeFormatWithTimeZone}
could resolve toJan 28, 2016 1:00 PM (EST).
- A semicolon (;) separates multiple values that are returned by tokens, for example,
${entityParticipantContacts}
could resolve toBruce Tucker; Carol Welsh; Henry Collins.
Tokens for business processes
For more information, see Adding notification actions to steps and Adding notification exit actions to business process templates.
Tokens for call records
The following table lists and describes the tokens that you can use to include values from call records.
Token | Description |
---|---|
${entityFullNames} | Contacts, companies, or households associated with a call record |
${priorityStr} | Priority of a call record |
${startTimeFormatWithTimeZone} | Contact date for a call record |
${status} | Status of a call record |
${template} | Name of template associated with a call record |
${text} | Notes for a call record |
${title} | Description of a call record |
The following table lists and describes the tokens that you can use to include links to call record objects in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of a call record shows as the link |
Tokens for companies
The following table lists and describes the tokens that you can use to include values from companies.
Token | Description |
---|---|
${billToAddress fullName} | Bill-To address for a company |
${businessAddress fullName} | Default business address for a company |
${defaultAddress fullName} | Preferred address for a company |
${defaultTelcom fullAddress} | Preferred communication method for a company |
${email formattedAddress} | Primary email address for a company |
${entityStatus caption} | Status of a company |
${faxPhone fullAddress} | Default fax number for a company |
${household lastName} | Household that a company is associated with |
${lastName} | Name of company |
${mailToAddress fullName} | Mail-To address for a company |
${shipToAddress fullName} | Ship-To address for a company |
${tier} | Tier assigned to a company |
${workPhone fullAddress} | Default business phone number for a company |
The following table lists and describes the tokens that you can use to include links to company record objects in your email notification messages.
Token | Description |
---|---|
${url,this,fullName} | Full name of a company shows as the link |
Tokens for contacts
The following table lists and describes the tokens that you can use to include values from contacts.
Token | Description |
---|---|
${birthdaySummaryString} | Date of birth for a contact |
${businessAddress fullName} | Default business address for a contact |
${companyName} | Company that a contact belongs to |
${defaultAddress fullName} | Preferred address for a contact |
${defaultTelcom fullAddress} | Preferred communication method for a contact |
${departmentName} | Department that a contact belongs to |
${email fullAddress} | Primary email address for a contact |
${entityStatus} | Status of a contact |
${fullName} | First and last name of a contact |
${homeAddress fullName} | Default home address of a contact |
${homePhone fullAddress} | Default home phone number for a contact |
${householdName} | Household that a contact belongs to |
${position} | Position or job title for a contact |
${tier} | Tier type for a contact |
${workPhone fullAddress} | Default business phone number for a contact |
The following table lists and describes the tokens that you can use to include links to contact record objects in your email notification messages.
Token | Description |
---|---|
${url,company,fullName} | Full name of a company shows as the link |
${url,household,fullName} | Full name of a household shows as the link |
${url,this,firstName} | First name of a contact shows as the link |
${url,this,fullName} | Full name of a contact shows as the link |
${url,this,lastName} | Last name of a contact shows as the link |
Tokens for documents
The following table lists and describes the tokens that you can use to include values from documents.
Token | Description |
---|---|
${date} | Creation date for a document |
${entityFullNames} | Contacts, companies, or households associated with a document |
${endTimeFormatWithTimeZone} | Time when a document was created |
${priorityStr} | Priority defined for a document |
${status} | Status of a document |
${template} | Name of template used for a document |
${text} | Notes assigned to a document |
${title} | Description of document |
The following table lists and describes the tokens that you can use to include links to documents in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of a document shows as the link |
Tokens for events
The following table lists and describes the tokens that you can use to include links to events in your email notification messages.
Token | Description |
---|---|
${url,company,title} | Title of a company associated with an event shows as the link |
${url,this,title} | Title of an event shows as the link |
Tokens for event feedback
The following table lists and describes the tokens that you can use to include links to event feedback records in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of an event feedback record shows as the link |
Tokens for event meeting requests
The following table lists and describes the tokens that you can use to include values from event meeting requests.
Token | Description |
---|---|
${entityParticipantCompanies} | External company contacts assigned to an event meeting request |
${entityParticipantContacts} | External contacts assigned to an event meeting request |
${leg city} | City for the event leg associated with an event meeting request |
${leg globalRegion} | Global region for the event leg associated with an event meeting request |
${leg title} | Title of the event leg associated with an event meeting request |
${meeting assignToCaption} | Users assigned to an event meeting request |
${meeting endTimeFormatWithTimeZone} | End date and time for an event meeting request |
${meeting sectorIndustriesCaption} | Sectors or industries assigned to an event meeting request |
${meeting startTimeFormatWithTimeZone} | Start date and time for an event meeting request |
${meeting template name} | Template name of meeting associated with an event meeting request |
${meeting tickersCaption} | Tickers assigned to an event meeting request |
${meeting title} | Description of an event meeting request |
${roadshow category} | Event type for an event meeting request |
${roadshow company fullName} | Company names for which the event is held |
${roadshow title} | Event title for an event meeting request |
${status} | Status of an event meeting request |
${text} | Notes for an event meeting request |
The following table lists and describes the tokens that you can use to include links to event meeting request records in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of an event meeting request shows as the link |
Tokens for event schedule items
The following table lists and describes the tokens that you can use to include values from event schedule items.
Token | Description |
---|---|
${assignToCaption} | Users assigned to an event schedule item |
${callRecord title} | Description of a call record |
${entityParticipantCompanies} | External company contacts assigned to an event schedule item |
${entityParticipantContacts} | External contacts assigned to an event schedule item |
${endTimeFormatWithTimeZone} | End date and time for an event schedule item |
${leg city} | City for the event leg associated with an event schedule item |
${leg globalRegion} | Global region for the event leg associated with an event schedule item |
${leg title} | Title of the event leg associated with an event schedule item |
${priorityStr} | Priority for an event schedule item |
${roadshow companyNames} | Company names for which the event is held |
${roadshow template} | Event type for an event schedule items |
${roadshow title} | Event title for an event schedule item |
${sectorIndustriesCaption} | Sectors or industries associated with an event schedule item |
${startTimeFormatWithTimeZone} | Start date and time for an event schedule item |
${status} | Status for an event schedule item |
${summaryHeading} | Description of an event schedule item. The template name if a description is not provided. |
${template} | Name of the template used for an event schedule item |
${text} | Notes for an event schedule item |
${tickersCaption} | Tickers associated with an event schedule item |
${title} | Description for an event schedule item |
The following table lists and describes the tokens that you can use to include links to event schedule items in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of an event schedule item shows as the link |
Tokens for households
The following table lists and describes the tokens that you can use to include values from households.
Token | Description |
---|---|
${billToAddress fullName} | Bill-To address for a household |
${businessAddress fullName} | Default business address for a household |
${defaultAddress fullName} | Preferred address for a household |
${defaultTelcom fullAddress} | Preferred communication method for a household |
${email formattedAddress} | Primary email address for a household |
${entityStatus caption} | Status for a household |
${faxPhone fullAddress} | Default fax number for a household |
${lastName} | Name of a household |
${mailToAddress fullName} | Mail-To address for a household |
${shipToAddress fullName} | Ship-To address for a household |
${tier} | Tier type for a household |
${workPhone fullAddress} | Default business phone number for a household |
The following table lists and describes the tokens that you can use to include links to households in your email notification messages.
Token | Description |
---|---|
${url,this,fullName} | Full name of a household shows as the link |
Tokens for leads
The following table lists and describes the tokens that you can use to include values from leads.
Token | Description |
---|---|
${companyFullName} | Name of a company specified for a lead |
${fullName} | First and last name of a person specified for a lead |
The following table lists and describes the tokens that you can use to include links to leads in your email notification messages.
Token | Description |
---|---|
${url,person,fullName} | Title of a related contact shows as the link |
${url,company,lastName} | Related company name for a lead shows as the link |
${url,this,fullName} | First and last name of a lead shows as the link |
Tokens for opportunities
The following table lists and describes the tokens that you can use to include values from opportunities and progressed opportunities.
Token | Description |
---|---|
${title} | Title of the opportunity |
${typeString} | Type of parent or product opportunity |
The following table lists and describes the tokens that you can use to include links to opportunities in your email notification messages.
Token | Description |
---|---|
${url,primaryEntity,fullName} | Full name of the opportunity's associated contact shows as the link |
${url,this,title} | Title of an opportunity shows as the link |
Tokens for schedule items and tasks
The following table lists and describes the tokens that you can use to include values from schedule items and tasks.
Token | Description |
---|---|
${assignToCaption} | Users assigned to a schedule item or task |
${callRecord title} | Description of a call record |
${entityFullNames} | Participants associated with a schedule item |
${entityParticipantCompanies} | External company contacts assigned to a schedule item or task |
${entityParticipantContacts} | External contacts assigned to a schedule item or task |
${endTimeFormatWithTimeZone} | End date and time for a schedule item, or the due date for a task |
${priorityStr} | Priority for a schedule item or task |
${sectorIndustriesCaption} | Sectors or industries associated with a schedule item or task |
${startTimeFormatWithTimeZone} | Start date and time for a schedule item, or the start date for a task |
${status} | Status of a schedule item or task |
${summaryHeading} | Description of schedule item or task. The template name if a description is not provided. |
${template} | Name of the template used for a schedule item or task |
${text} | Notes added to a schedule item or task |
${tickersCaption} | Tickers associated with a schedule item or task |
${title} | Description of a schedule item or task. |
The following table lists and describes the tokens that you can use to include links to schedule items or tasks in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of a schedule item or task shows as the link |
Tokens for service requests
The following table lists and describes the tokens that you can use to include values from service requests.
Token | Description |
---|---|
${assessmentValue} | Current assessment of a service request |
${assignToCaption} | Users assigned to a service request |
${channel} | Communication channel used for a service request |
${closeComment} | Resolution notes for a service request |
${closeTimeFormatWithTimeZone} | Date and time when a service request is closed |
${dueTimeFormatWithTimeZone} | Date and time when a service request must be closed based on service level agreement rules |
${externalIdentifier} | External ID associated with a service request |
${firstResponseDueTimeFormatWithTimeZone} | Date and time when the first response must be sent based on service level agreement rules |
${firstResponseTimeFormatWithTimeZone} | Date and time when the first response is sent for a service request |
${openTimeFormatWithTimeZone} | Date and time when a service request is opened |
${primaryEntity fullName} | Primary entity associated with a service request |
${priority} | Priority of a service request |
${requestIdentifier} | ID associated with a service request |
${severity} | Severity of a service request |
${stageValue} | Current stage of a service request |
${template} | Name of the template used for a service request |
${text} | Notes associated with a service request |
${title} | Description for a service request |
The following table lists and describes the tokens that you can use to include links to service requests in your email notification messages.
Token | Description |
---|---|
${url,this,title} | Title of a service request shows as the link |
Related links
Rules for service requests
Adding notification messages in multiple languages
Adding actions to send notifications
Adding notification messages in multiple languages
You can create notification messages in multiple languages for the locales supported by your deployment. Users receive notifications depending on their locale setting.
Notification attributes receive their initial values when you create a notification rule. For example, if you first define notification messages for the English locale, then English messages are applied to all locales.
To create messages in multiple languages, your application administrator must first enable the Enable Localization user option.
To add notification messages in multiple languages:
The notification message is added for the locale that you specified.
To view the notification message that you created, select the locale in the Locale field. Edit the notification rule again to add notification messages in other languages.
Related links
Adding actions to send notifications
Adding actions to update fields
Add an action to update a field if rule criteria is met for the related rule.
The fields that are available for you to update depend on the subject area that you define the action for. For example, you can update address and name fields for the contact subject area, and score and source fields for the leads subject area, and the priority field for the service requests subject area.
When the rule is triggered, fields are updated for all objects that meet the rule criteria.
To add an update field action:
The update field action is now defined.
Related links
Rules for service requests
Immediate and time-based actions
Applying a time-based action to all objects that meet rule criteria
Rules are triggered when an object is created or modified. You can apply an individual time-based action to objects that have not been updated recently.
For example, you can create a new rule to send a notification to a contact's coverage team one week before a contact's anniversary. If the contact has not been recently created or modified, then the rule will not trigger. You can start a process that applies the rule to all contacts that meet the rule criteria.
To apply a time-based action to all objects that meet the rule criteria:
The time-based action is applied to all objects that satisfy the rule criteria.
Time triggers for actions
When criteria for a rule is met and a time-based action is created, a time trigger is also created for the time-based action.
The following figure shows the process that occurs when a user creates or modifies a record that has an associated rule and time-based action.
If a user updates the date or time field for an object associated with the rule, the system recalculates time triggers for the object:
- If both the time trigger and the date or time field value of the object are now in the past, the action associated with the time trigger becomes invalid and NexJ CRM removes the action.
- If the time trigger or the date or time field value of the object is still in the future, the action associated with the time trigger remains valid and NexJ CRM executes the action as follows:
- If the time trigger is still in the past but the date or time field value of the object is now in the future, NexJ CRM executes the action immediately.
- If the date or time field value of the object is now in the past but the time trigger remains in the future, NexJ CRM executes the action at the updated date and time of the time trigger.
Time triggers for a time-based action are deleted in the following cases:
- The object with which the time triggers are associated is deleted.
- A time-based action is changed to an immediate action.
- A rule with which the time triggers are associated is deleted or made inactive.