Examples of rules

The following examples show the types of rules that you can create for users.

The examples show how to create rules to:

• Notify key users about updates to contact information
• Remind opportunity owners and coverage team members of a high-value opportunity close date
• Remind a relationship manager of a contact’s birthday
• Assign a task to report on a high-value lost opportunity
• Escalate stale leads to the lead creator
• Notify a user when a task is assigned to them
• Update the stage to closed for an opportunity
• Notify users when service requests are assigned to them
• Remind users when the expected first response or resolution time for a service request assigned to them is approaching
• Notify users when a service request assigned to them is overdue
• Remind users of a high priority service request's due date
• Send an email to a customer who originated a service request

Notifying key users about updates to contact information

The rule sends a notification to members of a contact's coverage team when the preferred communication type for a contact is updated. The rule contains the following settings:

Rule properties
The Subject Area is Contact and the rule is evaluated on record Modification.

Rule criteria
Whether the Preferred Communication field value Has Changed.

Rule actions
A Send Notification action where the execution is set to Immediate. The Recipients for the notification are users whose Role is membership in the Contact Coverage Team.

The Notification Stream Message uses the ${fullName} and ${defaultTelcom fullAddress} tokens to pass the contact's name and updated preferred communication method, as follows:

The preferred communication method for ${fullName} has been updated to ${defaultTelcom fullAddress}. 

The notification enables the following Quick Responses for the notification stream:

• Add to call list enables users to add the contact to a call list.

• Add a call record enables users to log notes from a client call.

  A call list is a list of contacts or leads for the user to call to communicate about a particular topic.

Reminding opportunity owners and coverage team members of a high-value opportunity close date

The rule sends a notification to the opportunity coverage team of a high-value opportunity 14 days before the opportunity's expected close date. The rule contains the following settings:

Rule properties
The Subject Area is Product Opportunity and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the Expected Revenue field value for the opportunity is greater than $1,000,000.

Rule actions
A Send Notification action where the execution is set to 14 Days Before Expected Close Date of the product opportunity. The Recipients for the notification are users whose Role is membership in the Product Opportunity Coverage Team.

The notification enables the following Quick Responses for the notification stream:

• Follow-up enables the coverage team to create a follow-up task for the contact.
• Add to call list enables the coverage team to add the contact to their call list in order to follow-up with the contact on the opportunity.
• Add Note enables the coverage team to add additional notes to the opportunity.

Reminding a coverage team of a contact’s birthday

The rule sends a notification to members of a coverage team one day before the birthday of Tier A contact. The rule contains the following settings:

Rule properties
The Subject Area is Contact and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the Tier field value for a contact is Tier A.

Rule actions
A Send Notification action where the execution is set to 1 Day Before Contact Birthday. The Recipients for the notification are users whose Role is Contact Coverage Team.

Assigning a task to report on a high-value lost opportunity

The rule defines two actions, one that notifies the opportunity coverage team of a high-value lost opportunity, and another that assigns a task to the user who updated to opportunity. The task is a follow-up for the user to report to senior management on the loss of the opportunity. The rule contains the following settings:

Rule properties
The Subject Area is Product Opportunity and the rule is evaluated on record Modification.

Rule criteria
Evaluates the following two conditions:

• The Outcome field value has been changed to Lost.
• The Expected Revenue field value for the opportunity is greater than $1,000,000.

Rule actions
The rule contains two actions:

• A Send Notification action where the execution is set to Immediate. The Recipients for the notification are users whose Role is membership in the Product Opportunity Coverage Team.
• A Create Task action that assigns a Follow Up task to the Current User invoking Action who modified the opportunity. The task description is Update senior management on lost opportunity.

Escalating stale leads to the lead creator

You can create a rule that sends a notification to alert a lead creator of leads have not been worked on in the last 30 days. The rule contains the following settings:

Rule properties
The Subject Area is Lead and the rule is evaluated on record Creation and modification.

Rule criteria
Evaluates the following two conditions:

• The Status field value equals Archived.
• The Status field value equals Qualified.

Rule actions
A Send Notification action where the execution is set to 30 Days After Last Modified Date of a lead. The Recipients for the notification are users whose Role is Request Creator.The notification enables the following Quick Responses for the notification stream:

• Follow-up enables the lead owner create a follow-up task for the stale lead.
• Add Note enables the lead owner to add a note to the stale lead.

Notifying a user when task is assigned to them

You can create a rule that sends a notification to alert a user when a task has been assigned to them. The rule contains the following settings:

Rule properties
The Subject Area is Task and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the Assign To field value for a task has changed.

Rule actions
A Send Notification action where the execution is set to Immediate. The Recipients for the notification are users whose Role is Assign To Users.

Updating the stage to closed for an opportunity

You can create a rule to automatically update the stage of an opportunity to closed when the outcome has been set to won, lost, or not proceeded. The rule contains the following settings:

Rule properties
The Subject Area is Product Opportunity and the rule is evaluated on record Modification.

Rule criteria
Whether the Outcome field value Has Changed.

Rule actions
An Add Update Field Action that updates the Stage field value to Closed. The execution is set to Immediate.

Notifying users when service requests are assigned to them

You can create a rule to automatically notify users when service requests are assigned to them. The rule contains the following settings:

Rule properties
The Subject Area is Service Requests and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the Assign To field value Has Changed.

Rule actions
A Send Notification action where the execution is set to Immediate. The Recipients for the notification are users whose Role is Assign To Users.

Remind users when the expected first response or resolution time for a service request assigned to them is approaching

You can create a rule to automatically remind users, for example, 8 hours before the first response or the resolution is due for a service request.

The rule contains the following settings:

Rule properties
The Subject Area is Service Requests and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the service request Stage field value is not Closed.

Rule actions
Two Send Notification actions where the execution is set to Time Based with the time set as 8 hours before the service request First Response By time for one rule action and 8 hours before the service request Resolution By time for the other rule action. The Recipients for the notifications are users whose Role is Assign To Users.

Notify users when a service request assigned to them is overdue

You can create a rule to automatically notify users if the First Response By or Resolution By service level metric for a service request assigned to them has expired. Overdue service requests display in red in the service requests list.

The rule contains the following settings:

Rule properties
The Subject Area is Service Requests and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the service request Stage field value is not Closed.

Rule actions
Two Send Notification actions where the execution is set to Time Based with the time set as 0 hours before or after the service request First Response By time for one rule action and 0 hours before or after the service request Resolution By time for the other rule action. The Recipients for the notifications are users whose Role is Assign To Users.

Remind users of a high priority service request's due date

You can create a rule to notify users before a high priority service request is due. The rule contains the following settings:

Rule properties
The Subject Area is Service Requests and the rule is evaluated on record Creation and modification.

Rule criteria
Whether the Priority field value is equal to A.

Rule actions
A Send Notification action where the execution is set to Time based. The Recipients for the notification are users whose Role is Assign To Users.

The Notification Stream Message uses the ${due Date} token to pass the service request's due date, as follows:
Service request due date is approaching - ${due Date}

The notification enables the following Quick Responses for the notification stream:

• Add note enables users to add additional notes to the service request
• Follow-up enables users to create a follow-up task for the service request

Send an email to a customer who originated a service request

You can create a rule to send an email to a customer when their service request is created. The rule contains the following settings:

Rule properties
The Subject Area is Service Requests and the rule is evaluated on record Creation only.

Rule criteria
The Mailbox field value must be Specified.

Rule actions
A Send Notification action where the execution is set to Immediate. The Recipients for the notification are users whose Role is Contact/Company.

Related links

Rules for service requests