LFS Version requirement: v11.34 or later
Feature compatibility: the following is only compatible with Enhanced Filtering UI. See Enable Enhanced Filtering on Offer Catalog to enable it.
The Offer Catalog in Limio for Salesforce supports pre-loading filters based on the specific journey selected - see Configure preloaded filters in Product Selector Search.
However, in some cases, it may be necessary to have more granular and sophisticated rules in place, rules that would take into account not only the action being performed (e.g. cancel or switch), but also additional attributes for the specific subscription the action is performed against. Users can set more complex filtering rules by using the Offers Filtering Rules functionality, which can be used to help agents locating the most relevant offer for a scenario more quickly. In the Offers Filtering Rules, users can define scenario criteria (eg: a customer calling to cancel an active annual subscription), and a corresponding offers filter to that scenario (eg: display cancel/save offer types with a discount renewal price).
The rules engine is implemented with a dedicated Salesforce custom object, called Offers Filtering Rules, and each rule is represented with a record of this object.
Example of rules you can create
Actions drive rule setup. An action represents an agent's task, like creating a new subscription or modifying an existing one.
With Offer Filtering, users get preset filters upon entering the Offer Catalog. They can then tweak these filters or choose their desired offer. This speeds up the process, reducing customer handling time.
For instance, the rule pictured below applies when cancelling a quarterly print + digital subscription:
- Quarterly, print + product, cancel save, 30% and 50% Offers are shown automatically when the user opens the Offer Catalog.
- Without the rule, the user would have had to manually add all of those filters.
- With the rule, the best results are returned immediately to the user.
To limit rule management to specific super users, we've added a new permission set to the LFS managed package.
Users with this permission set can create and edit Offer Filtering Rules, while all other Salesforce users will have read-only access to use the rules in the LFS offer catalog.
The new custom object is called Offers Filtering Rules. Start by creating a new rule:
For the rule, specify a name and the action it applies to. The Action field is a dropdown with the following values:
The actions available in the dropdown will match the actions currently supported when creating or modifying a subscription.
After saving the record, you can specify:
- Subscription record attributes that should align with this rule.
- Offer catalog filters to be automatically filled for matching actions.
New Action (for new subscription purchase)
For the 'New' action, used for new subscription purchases, the 'Subscription Criteria' section is hidden since it's not applicable to new subscriptions.
Cancel / Renew / Refund / Switch Action (for existing subscriptions)
When taking action on an existing subscription, such as canceling, you can utilize attributes from the current subscription ('Subscription Criteria' on the left in the screenshot) to define more precise filters to apply ('Configure Offer Filters' on the right).
The 'Is Required' attribute ensures that a specific filter must be applied when searching in the catalog. If the filter is absent or lacks a value, the search won't proceed.
After creating the rule, if the scenario matches the combination of action and subscription attributes in an existing rule, the offers catalog is automatically filtered based on the attributes defined in the rule.
A few extra points:
Automatic Pre-loading: If a value isn't specified in the rule, the filter is still pre-loaded, but without a value. This ensures users have the necessary filters ready for use.
Country Exception: The Country field, when not given a default value, will use the country of the subscription by default.
Filter Customisation: Users can always modify the pre-loaded filters while browsing the catalog to ensure relevance to specific customers.
Rule Priority: To create a universal rule for a specific action (e.g., cancel), leave all Subscription Criteria fields empty. This rule applies to all journeys, regardless of the subscription. Other rules with criteria take precedence; otherwise, it falls back to the generic one. Avoid duplicate rules for clarity and consistency.