This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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IMPORTANT - Articles Impacted due to 6.34 October NXT Release
Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.
For more information about the latest UI changes, click here.
When constructing a rule in the Rules Engine, you may find you are unable to select action types in the Setup Action section such as Call To Action, Set Score, Load to Usage etc.
The following image shows the Action Type drop-down list.
This issue occurs when the GSID field is not referenced in the Show section of the Setup Rule screen.
After the GSID field is added as a reference, you can then select from the complete list of actions available in the Action Type drop-down list in the Setup Action screen.
The GSID field is required in order for the rule to make a successful lookup back to the Company object. Each of the rule actions that were previously unavailable, needed to lookup a Company to complete their action. Without this Company lookup, it is not possible for these actions to be executed.