Thena Ticket Integration

BoostUp integrates with Thena Requests via a Saleforce.com custom object. Thena engagement history, ticket summaries, and sentiment analysis can be viewed in the  Accounts Insights dashboard). BoostUp uses the Thena engagement data, along with email, calendar and call information, to compute the BoostUp Engagement Risk Score and factors. 

How to set up the integration

CRM Config

To set up the integration, we need to add the table from CRM to CRM Configuration (usually is the table Request__c), and also all the fields needed:

The fields needed for the integration are defined in Thena->Salesforce CRM

CRM Full Sync

Finally, we need to run a full sync of the new table from the CRM Sync Status page-

Make sure to check for possible errors on sentry in the processing of incoming records during the following hours.

The reprocess of records is idempotent, that means you can run the sync as many times as you need and the ThenaRequest objects will not be duplicated.

Verify integration is working

If everything is working fine, you will see a new timeline on Accounts Insights page with the Thena Requests associated to each account that has some related request:

We can even identify open requests with the ! symbol, and urgent open requests are painted red.

When we click on the dots, we can see the details from the request:

The popup title redirects to Thena website, and there are also links to slack message that originated the request and for the internal discussion thread.

Engagement Risk Score

The risk score is a number between 0 and 100, where a higher number indicates a more risky deal.

BoostUp leverages Thena requests to affect the risk engagement metric and show risk indicators. 

Thena Risk Metrics

These are the metrics computed for each account:

• num_unresolved_urgent_requests
• num_unresolved_medium_urgency_requests
• num_unresolved_low_urgency_requests
• average_days_to_close
• num_requests_positive_sentiment
• num_requests_negative_sentiment

Thena Risk Indicators

These are all the possible indicators that can be added on accounts with linked requests