Riva CRM Integration - Documentation and Knowledge Base

Track in CRM Field Rules: an Overview (Riva Insight)

Article ID: 2124
Last updated: 02 Oct, 2020

Starting in Riva Insight 2020.4, Track in CRM can be configured with rules.


Rules produce specific Track in CRM behaviours depending on the value(s) selected in one or more fields.

In its simplest form, a rule looks for a trigger value selected in a specific field, When the trigger is found,

  • one or more other Track in CRM fields are displayed or hidden;
  • data is now required or becomes optional in one or more other fields;
  • custom messages appear and explain the requirements; and/or
  • the item becomes read-only or a read-only item can be tracked again.

In a more complex scenario, a rule works when any one field of a certain group of fields is edited. Or, a rule works only when a combination of trigger values in multiple fields is encountered. In an even more complex scenario, a cascade of rules may be in effect, where the second layer of rules applies to fields that have appeared as a result of the initial rule.

Whether simple or complex, rules guide the end users to ensure that all the required information is captured, perhaps with explanatory messages, while hiding fields that no longer apply due to the trigger value(s). In other cases, a rule may cause Track in CRM to display read-only information from the CRM, with a message as to why the information is now read-only.

Examples of Track in CRM rules.

To configure Track in CRM rules, contact the Riva Success Team.


An organization has a Meeting Purpose field on its meetings.

Depending on the value the end-user selects as the Meeting Purpose, a different rule applies.

If the user selects Client Engagement, the meeting purpose is client-facing, so the following rule applies:

  • The associated Contact and Account fields are changed so that one of them is required.
  • Two additional fields are displayed: Engagement Type and Engagement Status.

If the user selects Weekly Status Update as the Meeting Purpose, this is an internal meeting, so the following rule applies:

  • The associated Contact and Account fields are hidden.
  • Three additional fields appear: Confidence Rating, What went well?, and What can be improved on?.

An organization has a Privacy field on its meetings.

In the Privacy field, the end-user selects Confidential. This is a client-facing meeting, so the following rule applies:

  • The associated Account and Opportunity fields become required.
  • Additional fields appear: Meeting Type and Validation.

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Article ID: 2124
Last updated: 02 Oct, 2020
Revision: 10
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