Behavior Types

Behavior Types let you decide which Salesforce objects you want to create incentives for. You can choose to drive a particular behavior by using the Single Action Engine- for example, award your members every time they log in to your loyalty portal - or you can encourage your members to carry out a set of activities in certain order, time frame or number by means of Multi-Action Engine - e.g. you award your members after logging into your portal 5 times.

Our Single Action Engine works via Promotions, while the Multi-Action Engine leverages Challenges.

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While the Behavior Types allows any object to be incentivized, it is the Action that will actually trigger the Single Action Engine and Multi-Action Engine. Therefore, you will always need at least one Action related to your Behavior Type.

Using Behavior Types

In case you'd like to test out incentive automation before doing anything, the library FieloPLT comes with a default Behavior Type, Event, that can be used for that. This record is related to the Event object and can even be configured for real-world applications in your program.

You can access it in Tools tab, going to Libraries and clicking on FieloPLT. The Behaviors tab already includes Event:

Creating a Behavior Type

Fielo lets you create behaviors types for any object whose associated activity you wish to drive. You can create it using your own custom object, a Fielo object or any Salesforce standard object.

In order to create a brand new behavior type in your program, go to the Tools tab and, within the Libraries section, access FieloLocal. Once there, make sure that you're on the Behaviors tab and click on New.

In the New Behavior form that will appear, fill out the fields as it follows:

1. Behavior Name: Choose a name that best fits your Behavior Type. We chose to name it "Opportunity", in order to be a generic name that can have more than one action related to this Behavior Type later on.

2. Select the object you want to incentivize: In this case, we want to incentivize our members to do something related to the Opportunity object, which could be, for example, to change its status to closed and won. That is to say, that we want to incentivize members to close opportunities.

3. What date should determine the eligibility of actions performed?: The date field you select will be the one used to determine if a member action falls within the period that the incentive will be active (its validity period). If you want to process all behaviors based on the date when the records were created, choose Created Date (this option can be used for most cases). Since we want the Behavior to consider the date on which the opportunity record is closed, we chose Close Date.

4. Generate Trigger: if set to true, the system will generate the trigger and test class automatically for you, but if set to false please refer to triggers. Note that there are some objects that don't support this option; in this case, leave it as false.

5. How do you want to incentive this object?: Choose whether you want to incentivize the behavior each time (Promotions) that the member performs the action, over time (Challenges), or both. You can also select Communication to send member communication regarding that behavior via Fielo Messaging.

6. Parent Behavior: Use this option if you want to track data from a specific behavior, but the processing of such data is triggered by a parent record.
   Note: Child behavior types should be related to junction objects.

7. Lookup To Parent Behavior: This field stores the name of the lookup field that references the parent record. Typically, this field will contain only a single value, which is automatically populated. In most cases, you won't need to manually adjust this value.

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Generate trigger

If you have a complex business rule or logic, that is, if the object you wish to incentivize has a custom rule (e.g. custom validation rule), the system might not be able to automatically create the trigger. It must be done manually, as explained next.

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Custom objects with the same name as a Fielo object

It is not possible to create a Behavior Type for a custom object that has the same name as a Fielo object (those which API name start with _FieloPLT___). Salesforce understands that you are creating a Behavior Type for Fielo's object even if you select your own custom object.

After you save the Behavior Type - and if you used the Generate Trigger option - go ahead and click on Deploy.

By doing that, the system will try to create the metadata needed for the Behavior Type to work:

• A lookup field from the object selected to the Member object.
• A lookup field from the Point object to the object selected.
• The trigger, if you activated the Generate Trigger option.
• If you selected to incentivize Promotions:
  • A lookup field from the Transaction object to the object selected.
• If you selected to incentivize Challenges:
  • A lookup field from the Tracker object to the object selected.
• If you selected to incentivize Communications:
  • A lookup field from the Email Alert object to the object selected.

Those fields are needed in order to link the incentivized object to each type of incentive and - in the lookup field from Point's case - so that you can use the Audit Point feature, which tells you what exact record (e.g. from Opportunity, Lead, Course) generated any Currency reward.

It may take a few moments for the deployment to finish; when it does, it will automatically become active.

When there is an error in the deployment process, the system will not activate the Behavior Type. You can check the Deployment Messages field, within the Behavior Type page, or the Deployment Status (from Salesforce Setup) for the errors.

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All ready! Now you'll be able to use this new Behavior Type with any action (and incentive) you create.

Creating a Behavior for Exceptions

If you are creating a new behavior type for any of the objects listed below, or creating a behavior type on an object that has existing trigger logic on it, before deploying and activating the behavior type you'll need to create the trigger manually.

When automatic trigger creation is not possible

When you create a new behavior and enable Generate Trigger, we will attempt to create a standard trigger and test class for the object. However, some objects require complex testing to be able to deploy a trigger. If you wish to incentivize such objects, you need to create the trigger and test class manually.

Manual trigger code is also necessary for orgs with existing complex business logic, such as existing triggers on the object to be incentivized. (Salesforce recommends against having more than one trigger on an object because it cannot guarantee order of execution. In this case, it's best to include Fielo trigger logic in the existing trigger and update the test class accordingly.)

Objects that always require the manual inclusion of trigger logic are:

Objects that cannot be incentivized

Some objects are not able to be incentivized directly because:

• It's not possible to place a trigger on them.
• They may compromise the performance of Fielo's rules engine.

These include:

Triggers

When you need to create a behavior type manually, it is essential to create a trigger in the object you want to incentivize, so that the Single or Multi Action Engine can process your incentivized object every time a Member performs the Action.

From Setup, go to your object and scroll down to Triggers. Click New and copy the following code snippet, replacing ObjectPluralName with the name of your Action object and ObjectAPIName with its API name:

//ObjectPluralName is the Action Object name. ObjectAPIName is the API Name of the object to process.
trigger ObjectPluralName on ObjectAPIName (after delete, after insert, after update, before delete, before insert, before update){
  
  if(Trigger.isAfter){
  	if(Trigger.isInsert){
  		FieloPLT.SObjectService.processRecords(Trigger.new, null);  
  	}else if(Trigger.isUpdate){
  		FieloPLT.SObjectService.processRecords(Trigger.new, Trigger.oldMap);
  	}
  }
  
}

Object-to-Member Relationship

Other than creating the trigger in the incentivized object, there must also be a relationship between it and your Members.

Fortunately, you don't have to do that manually, because the system does that for you when you create a new Behavior Type from the FieloLocal library and deploy it. All you have to do is to proceed as explained in Creating a Behavior Type, and a lookup relationship field will be automatically created for the incentivized object (e.g. our own custom object, Loyalty Card), having Member as a related object.

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It will also be created a relationship between the object and the program's currencies, which means that you'll be able to easily see which action was responsible for it through the Point Records.

Note that Point Record is the object’s name, but it actually refers to your Currency Records.

Editting a Behavior Type

You can edit a behavior type as long as it is still in a draft status or inactive, but it isn't possible to change the related Object.

All you have to do is access the Behaviors through the Library it was created, and click on Edit.

Note that the behavior type can be in one of four status:

• Draft: Cannot be used yet. All information can be edited, except the Object.
• In Deployment: In this stage, the system is trying to create the metadata. If it fails, an error message will appear in the field ErrorDescription. It is a Read Only status.
• Active: This status will be accomplished when the system was able to create everything and the behavior type is ready to be used. It is a Read Only status.
• Inactive: When the behavior type is disabled. All information can be edited, except the Object.

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The behavior type can be deactivated only if its related actions are not being used in a Promotion, Challenge or for Messaging.