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Configure Proactive Service Detection Rules

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Configure Proactive Service Detection Rules

Define logic and criteria within Data 360 to identify customers who require outreach based on specific data thresholds or customer signals.

Required Editions

Available in: Salesforce Classic and Lightning Experience
Available in: LWR and Aura
User Permissions Needed
To access Data 360 Setup System admin profile OR Data 360 Architect permission set

Make sure that you’ve Data 360 data streams active, necessary Calculated Insights, and an active Service Campaign.

Detection rules continuously monitor your data streams. When a customer record meets your criteria, the rule creates a Service Campaign Member record and triggers the outreach component on your site. For example, a rule triggers when a battery health score falls below 20 percent.

  1. From the App Launcher, find and select Data 360.
  2. Select the Detection Rules tab and select New.
  3. Enter a unique name in the Rule Name field.
  4. Select the Data Model Object or Calculated Insight to monitor.
  5. Define the filter criteria in the Condition builder.
  6. Select Create Service Campaign Member in the Action dropdown menu.
  7. Select the relevant Service Campaign.
  8. Select Active to begin monitoring.
  9. Save your changes.
 
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