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Gainsight Inc.

Configuring rules and reports for SCS & the enablement team

The following article provides guidance on configuring a workflow between your Solution Consultants (pre-sales engineers) and Enablement Team for your prospect accounts. You can assign work requests, share requirements, collaborate and track progress through the use of “Prospects” in Gainsight and CTAs. The instructions that follow are best suited to supporting demo environment configuration requests, where the Solutions Consultants are assigning work to an Enablement Team.

Recommended Custom Fields for this process:

  1. Opportunity::SC Request Demo/POC (picklist)
    • to specify the purpose for the demo environment (optional depending on your setup)
  2. Opportunity::SC Request Due Date (date)
    • when you want the demo environment configured by
  3. Opportunity::SC Request Recipient (user lookup)
    • who you want to assign the CTA to
  4. Opportunity::SC Request Directions (Rich Text Area)
    • any configuration details or links should be added here
  5. Opportunity::SC CTA Triggered? (checkbox)
    • used to filter out Opportunities that we’ve already triggered a CTA for

We’ve added fields 1 through 4 to a custom “Requests” section of the Opportunity Layout, to make it easy for the Solutions Consultant to fill out. The evening after filling out these fields, Rules will create a Prospect in Gainsight, and then create a CTA tied to that Prospect account.

Configure Rules to trigger a CTA based on the SC fields

Navigate to Administration > Rules Engine. Click on the +Rule button on the right.

Rule 1: Creating Prospects

This rule adds the prospect to Gainsight as Stage = “Prospect”. This is necessary to trigger CTAs on the prospect account.

1. Name your rule and add a description

2. Select the source object: Opportunity

3. In the “Show” section, select something similar to the following:

  • Account::id
  • Account::Account Name

4. To filter out accounts that are not customers and have an SC request filled out, select something similar to the following:

  • Opportunity::SC Request Demo/POC includes Demo, POC
  • Opportunity::SC CTA Triggered? != True

5.  Create an Action to Load to Customers as Prospect.

6. Map your identifier:

  • Account::ID to Customer Info::Account

7. Set Custom field mappings:

  • Customer Info::Status = Inactive
  • Customer Info::Stage = Prospect

8. Test and schedule it to run daily. (At Gainsight, we run the rule in the evening Pacific time, so CTAs are triggered at the start of the day in India.)

Rule 2: Creating CTAs based on SC Requests

1. Name your rule and add a description.

2. Select the source object: Opportunity

3. In the “Show” section, select something similar to the following:

  • Account::id
  • Opportunity::Id
  • Opportunity::Name
  • Opportunity::Owner Name
  • Opportunity::SC Request Demo/POC
  • Opportunity::SC Due Date
  • Opportunity::SC Request Recipient
  • Opportunity::SC Request Directions

4. In the “Filters” section, select something similar to the following:

  • Opportunity::SC Request Demo/POC includes Demo, POC
  • Opportunity::SC CTA Triggered? != True

5. Add two Actions:

a. Create a CTA

  • Set Type = Activity
  • Set Reason = SC Request
  • Set Owner Field = Opportunity::SC Request Recipient
  • Set Playbook = SC Request Playbook (This playbook provides guidance on linking the CTA to the SFDC opportunity and setting appropriate status of the CTA)
  • Use the comments section of the Action to enter details of the CTA. Tokens can be used to bring information directly into the CTA Comments. We’ve tokenized most of the “SC Request” fields to give the recipient as much information as possible.

b. Load to SFDC Object::Opportunity, and set to an “Update” operation:

  • Map Opportunity::Id to Id
  • Create a custom field mapping that sets “SC CTA Triggered?” checkbox to “True”.

This will cause the Opportunity to be filtered out from future runs of this rule and the previous rule.

6. Schedule the Rule to run daily, just after Rule 1. You can make a Rule Chain out of these 2 Rules for easier use.

Configure Reports to view these CTAs and their status

There are two reports that are recommended:

  1. Number of open SC CTAs and who these are assigned to
  2. Details of the open SC CTAs

Create a report to view number of open CTAs and who these are assigned to

Navigate to Administration > Analytics > Report Builder. Click on +Report to create a new report.

1. Select the data source: Calls to Action

2. In the “Show me” section, to view the total number of Calls to Action, select:

  • Call to Action::ID, Aggregation :: Count

3. In the “By” section, the goal is to examine the data for individual assignees and CTA status. The following is an example of how you might set up the “By” section:

  • Call to Action::Assignee Name
  • Call to Action::Status Name

4. To show only SC Request CTAs that are open, setup the following report filters (as examples):

  • Call to Action::Reason = SC Request
  • Call to Action::Status = Open (this will likely be different in your instance)

5. Click “Apply” and then set your visualization type to “Stacked Bar.” The final report should resemble the below image:

6. Enter a report name and click Save.

Create a Report to view details of open CTAs

1. Select the data source: Calls to Action

2. In the “Show me” section, to view all the details of open Calls to Action, select something similar to the following:

  • Account::Account Name
  • Account::Owner ID Name
  • Call to Action::Opportunity Name (the call to action needs to be manually linked with the CTA for this field to populate)
  • Call to Action::Created Date
  • Call to Action::Due Date
  • Call to Action::Assignee Name
  • Call to Action::Status Name
  • Call to Action::Comments

3. To show only SC Request CTAs that are open, setup the following report filters (as examples):

  • Call to Action::Reason = SC Request
  • Status = Open

4. Click “Apply”. The resulting report will be a table with the details of any open SC Request CTAs.

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