Create rules for filtering the Offer Catalog

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 (legacy).

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. 

Managing Access

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.

Important: Custom profiles need to be updated manually in order to have Read access to the Offer Filtering Rule object. Alternatively, you may consider assigning our Assisted Sales - User permission set, which already includes this access setting.

Configuring Rules

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:

• New
• Cancel
• Renew
• Refund
• Switch

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:

1. Subscription record attributes that should align with this rule.
2. 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.

Note: in the newer version of the package you can also hide filters from the UI while still using them in the query, lean more in How to make filter hidden in offer catalog. Also, in LFS version 12.22 we added a possibility to build even more detailed filtering rules based on the subscription's offer attributes, learn more in How to use Offer attributes to enhance Catalog filtering.

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.

Note: in version 12.44 and higher, if a filtering rule is being applied to the catalog filters, then users can see a helptext icon at the top of the Filters section which shows the rule’s name on hover.

If no rules match, and our internal logic is applied to the filters, then the helptext icon is hidden.

Note: In version 12.50 and above, we introduced the feature to preview offer catalog results on the rule configuration page.

To preview the results, you can simply click on the preview button without saving the rule configuration. This will display the results in a pop-up window.

Note: In version 12.55 and later, we added new rule criteria:

• Subscription criteria: External - establishes criteria according to the subscription.external value.

• User criteria: based on the assigned permission sets to the current user.

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

Related articles

1. How to use Offer attributes to enhance Catalog filtering
2. Enable Enhanced Filtering on Offer Catalog
3. How to make filter hidden in offer catalog