Monitoring customer engagement is a key metric for many organizations looking to provide value beyond tangible products or services. Cobalt includes an entity for engagement activities to allow organizations to link various actions with contact records.
An engagement activity is an activity type, other activity types include email and phone calls, so the relationship will be to a contact or other records via activity records and you can filter by type. Note that out of the box Cobalt only includes the activity type, workflows, custom API, or custom code will be needed to automatically generate these records. Some customers use a calculated field to track engagement points on a contact or account record as a configuration.
Engagement Activity Fields
- Subject - Text Field a unique name for the record can be set by workflow or manual entry
- Owner - look up to staff member or automated user creating the record
- Regarding - look up to any record related to the activity other than contact or account, this example shows a meeting registration
- Contact - look up to the contact record if that should be a related record
- Account - look up to the account record if that should be a related record
- Form Response - if there is a form filled out related to this activity the look up will be here
- Type - look up to an engagement activity type which can be added as needed
- Link - text field for a link to a relevant site or 3rd party record
- Revenue - currency field to enter revenue amount if applicable
- Points - decimal number field for points if applicable
- Status / Status Reason - By default set to Open but you can deactivate as completed or configure other logic
Automate Engagement Activities
You can create a workflow to generate these records and set the relevant fields. Common use cases are for
- Meeting or Class Attendance
- Higher Logic or other CMS integration messages
- Orders for specific products