Create an Alida Case action

Create an Alida Case action in the rules engine and follow-up with customers within TXM.

Prerequisites:

Create a rule

  1. Click Create An Action to add an action to occur when the condition is met.
  2. In the Action Type list, select Create Alida Case.
  3. Fill in the required fields and any additional fields depending on what is created in Customize Alida Case Settings.
    Note: Variables can be piped into any text fields by clicking the Insert Variables button.
  4. Add any additional messages to the Description field.
  5. In the Description field, click Insert Variable to pipe in a data source.
    1. In the Data Source field, select one of the following options.
      Data Source type Description
      Survey
      1. In the Data Source field, select Survey to add in survey question responses.
      2. In Survey Name, select a survey.
      3. Select a question in the Question field.
        Note: The Question field will display the question text if available. If there is no question text, it will display the question name.
      Profile Variable
      1. In the Data Source field, select Profile Variable to add in profile variables.
      2. In Field, select a profile variable.
      Note: This data source also contains profile variables created from the following integrations:
      BambooHR
      Note: To see this data source, you must install the BambooHR integration.
      1. In Field, select a BambooHR field.
      2. Select an answer.
      Salesforce Case
      Note: To see this data source, you must install the Salesforce Case integration.
      1. In Field, select a Salesforce case field.
      2. Select an answer.
      Salesforce Contact
      Note: To see this data source, you must install the Salesforce Contact integration.
      1. In the Data Source field, select Salesforce Contact.
      2. In Field, select a salesforce contact field.
      SAP Sales Order
      Note: To see this data source, you must install the SAP S/4HANA integration.
      1. In the Data Source field, select SAP Sales Order.
      2. In Field, select a SAP sales order field.
    2. Click Save.
  6. Click Save.
    Result: Cases resulting from a triggered action can be found in the Alida Cases tab.
  7. When you are ready to enable the rule, click Draft > Enable Now.
  8. Optional: To disable an enabled rule, click Enabled > Disabled.