Skills Data and integration
Joining support data to other systems
Most interesting CX questions need two systems. Cost to serve needs billing. Churn signal needs subscriptions. Onboarding friction needs product usage. Revenue at risk needs the ledger.
npx rulebase-skills install cx-cross-system-joinsWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “join our support data to Salesforce”
- “link tickets to subscriptions”
- “our support and billing numbers don't match”
- “which account does this ticket belong to”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Establish the grain on both sides, then say what the join produces
Write it down before writing SQL.
Pick the key deliberately
In descending order of reliability: An external id the helpdesk stores for the CRM record, Verified email on the account, not the email in the message header, Domain, for B2B, Normalised phone, Name and company.
Timing is the trap that produces defensible wrong answers
Support data is mutable and other systems are historical. A naive join takes today's state and applies it to last year's conversation.
Decide the person-versus-account grain explicitly
For B2B this is the most consequential modelling choice, and it silently answers a different question if you get it wrong: "How much support effort does this account consume" wants the account, "Is this person contacting us repeatedly" wants the person.
Report join quality as part of the result
The number nobody publishes and everybody should: Fan-out, measured, Duplicate keys on the supposedly-unique side.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
