Scenario Overview
This simple scenario is an example of how to make a change a score from a Survey response based on how many other open cases the customer has in CRM currently.
The reason for this would be that if a customer has multiple open cases then we might lower the survey response score to highlight the fact that this customer may need some additional care or support.
Survey Response
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North52 Decision Suite Solution
The North52 Decision Suite solution works like this:
- A Formula of type 'Save - To Current Record' is set up on the Survey Response entity
- The formula is configured to the Pre-Operation stage.
- The formula is triggered on Create of the Survey Response.
N52 Formula
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North52 Decision Suite Steps
The following set of steps outline how to create this Formula:
- Create the formula of type Save - To Current Record on the Survey Response entity
- Copy in the formula code below
- Use N52 Commands button to Toggle Advanced View and set the Stage to Pre-Operation
- Create the FetchXML CountOpenCases and copy in the code below.
- Click save and test
Formula
SmartFlow(
SetVar('OpenCases', FindCountFD('CountOpenCases',
'incidentid',
'0', true,
SetParams([msdyn_surveyresponse.msdyn_contact.contactid.?]),
true)),
Setvar('Score', [msdyn_surveyresponse.msdyn_score]),
Iftrue(GetVar('OpenCases') > 0, GetVar('Score')-20)
)
FetchXML CountOpenCases
<fetch version="1.0" >
<entity name="incident" >
<attribute name="incidentid" />
<filter>
<condition attribute="contactid" operator="eq" value="{0}" />
<condition attribute="statecode" operator="eq" value="0" />
<condition attribute="prioritycode" operator="eq" value="2" />
</filter>
</entity>
</fetch>