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Add Participants to a Simple Program

 

Gainsight NXT

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.

Not sure what your team is using? Click here.

 

This article explains the configuration options available when adding participants to a Simple Program.

Overview

The customers that you select as recipients for Simple Program emails are called Participants. On the Program Configuration page, admins must complete the following configurations to add participant sources to a Simple Program: 

  • Add Participants Source
  • Map Participant Sources
  • Add Dynamic Fields (Optional)
  • Configure Advanced Settings (Optional)

Add Participant Sources

Admins can add a single source of participants to a Simple Program. The available source types are: 

To configure a simple program:

  1. Navigate to Folders > Program tab > select any Simple Program > Participants. The Participants screen appears.
  2. From the Source drop-down menu, select the source type.

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Segments

Admins can create Segments based on source objects to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria. You can use a Segment as your Simple Program participant source. For more information on how to create Segments, refer to the Segments article mentioned in the Additional Resources section in this article.

IMPORTANT: Admins must turn on the 'Refresh segment before participant sync' while setting up a segment as a best practice

Limitation: Admins cannot select Segment as a source type if the User option is selected as the Program Type.

To add a Segment as a participant source, take the following actions:

  1. Navigate to Journey Orchestrator > Programs.
  2. Click to open an existing program, or click Add Program > Simple Program (Beta) to create a new program. The New Simple Program dialog box appears on the screen.
  3. Navigate to Participants > Source and then select Segment that is set to refresh on a periodic schedule.  
  4. Select any configured Segment or create a new Segment.
  5. Select any configured Segment or create a new Segment.
    Note: Admins can click the Create New Segment option to navigate to the Segments creation page directly. For more information on how to create Segments, refer to the Segments article mentioned in the Additional Resources section in this article.

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  1. Click Sync Participants to fetch the participants from all of the sources that can be synced.
    Note: Admins must manually sync the participants to immediately apply the modifications to the source. After the sync is done manually, participants are added to the Program list. For more information, refer to the Additional Participant Configuration Options section in this article.

  2. Click Save.

CSV

Select this option to directly upload a CSV file as your Simple Program participant source.

Limitation: You can upload a CSV with a maximum file size of 3GB. 

To add a CSV as a participant source, take the following actions:

  1. Navigate to Journey Orchestrator > Programs.
  2. Click to open an existing program, or click Add Program > Simple Program  to create a new program. The New Simple Program dialog box appears on the screen.
  3. From the Participants tab > Source drop-down menu select CSV
  4. Click Browse to upload a CSV file.
  5. Click Sync Participants to fetch the participants from all of the sources that can be synced.
    Note: Admins must manually sync the participants to immediately apply the modifications to the source. After the sync is done manually, participants are added to the list. For more information, refer to the Additional Participant Configuration Options section in this article.
  6. Click Save.

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Data Designer

Admins can use Data Designer to merge and transform customer data to discover meaningful insights. You can use a Data Designer as your Simple Program participant source. For more information on Data Designer, refer to the Data Designer Overview article mentioned in the Additional Resources section in this article.

To add a Data Designer as a participant source, take the following actions:

  1. Navigate to Journey Orchestrator > Programs.
  2. Click to open an existing program, or click the Add Program button to create a new program. The Program Configuration page is displayed.
  3. From the Participants tab > Source drop-down menu,option select Data Designer.  
  4. Select any data designer that is set to run on a schedule periodically. 
    Note: Admins can click the Create New Data Designer option to navigate to the New Design page directly. 
  5. Click Save.

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Event

Events are triggers that are the result of some other activity. You can select Events as your Simple Program participant source to add participants based on triggers from Gainsight’s Even Framework. Admins can configure Events under Administration > Events. Events must be configured before they can be configured as a participant source. For more information on the event fields resolution configuration, refer to the Events Framework article mentioned in the Additional Resources section in this article.

To select Event as a participant source, take the following actions:

  1. Click to open an existing program, or click Add Program > Simple Program to create a new program. The configuration page is displayed.
  2. From the Participants tab> Source dropdown menu, select Event.
  3. Select the required topic from the Topic dropdown menu.
  4. From the Event dropdown menu, select an event associated with the topic.
    Note: Values in the Event dropdown menu are populated based on the topic selected in the previous step.
  5. Select a version associated with the event. The required event is added as a participant in the Program.
  6. Click Save.

 

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Note: The Event participant source supports all events configured in the Events Framework, including PX custom events. Using Event as a source in Simple Programs, admins can take the following actions:

  • Configure filters for the events
  • Select lookup fields for filters
  • Map lookup fields in the Mapping selection

In the Event source, an Event Source Filter is applied to the source to define which contacts must be added as Program participants. Based on the filter criteria, contacts from the event source are added as participants. 

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Map Participant Sources

You must select fields from the source to map data from a participant source to any relevant Standard and Dynamic Fields. You can select both Standard and Dynamic fields as tokenization options in an email step. The field mapping section is only displayed after you have added a participant source.

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Standard Field Mapping

In this section, all mandatory fields are automatically mapped to participant source fields. Click the Add option to add additional fields and map them accordingly. The data stored in standard fields are refreshed only once during program creation.

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Standard fields are mapped to each selected participant source field automatically. You can change the mapping by clicking Manage to use each source field and selecting different options.

You can mark a selected participant(s) as unique to prevent participants from being sent multiple, identical emails as part of the Simple Program. This can be achieved by selecting the fields to be added as Uniqueness Criteria for each field to determine the unique participant.

Add Dynamic Fields

Use Dynamic Fields to get real-time data from any object and field. You can add Dynamic Fields and use them in the Send Email action step in a Simple Program. In this section, you can add Dynamic Fields by clicking Add. You can also view any dynamic fields that have been added to this program. 

Configure Advanced Settings

The Advanced Settings section provides several options to define further how Participants are filtered and added to a Simple Program.

Re-entry Criteria

You can select Re-Entry Criteria options for determining how participants are added to the program lifecycle. You can select the following:

  • Participant with the same email address can re-enter the program after X Days: Select this option to prevent a Participant with the same email address from being added to the Program within the number of days you select.

  • Unique Participant can re-enter the program after __ state: A participant with unique criteria can be re-added after reaching a participant state that you select. For example, if you would like people to be re-added after they leave the Participant Lifecycle, as they were “Knocked Off” or encountered a “System Error”, you can select those options. This option can also be configured after the Program is published.

Exclusion List

You can upload a CSV that contains the list of users to be excluded from the simple program, even if they are added as unique participants from a source. A user in the Exclusion List is not added by a source during the sync.

To add an exclusion list, take the following steps:

  1. Navigate to Journey Orchestrator > Programs.
  2. Click to open an existing program, or click the Add Program option to create a new program. The Program Configuration page is displayed.
  3. Click Advanced Settings. The settings screen is displayed.
  4. In the Exclusion section, click Browse to upload a CSV file.

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  1. Select criteria to exclude the participants. The available values are pulled from the uploaded CSV’s headers.

  2. Click Save.

Exclusion lists can be deleted after a Program has been published by clicking on the trash can icon next to an uploaded list. 

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Additional Participant Configuration Options

You can access additional options on the participant configuration page. These options include: 

  • Synced Participants

  • Participants at source

Synced Participants

The participant list displays the state of each participant within the Participant Lifecycle. 

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You can view the list of all people who were not added as program participants for any reason. To view these records, click the Failed Participants tab. After participants are synced (manually or via schedule), the list is generated, and after uniqueness criteria and advanced criteria are applied. 

After adding any Participant source (Segment, CSV, Data Space, or Event) and complete Participant configuration, you must sync the records from each source into the single participant list. To initiate this process, click the refresh icon of each Participant source to sync participants from the respective source to the program.

Note: The participant sync can only be completed after defining the program’s Uniqueness Criteria and mapping each participant source. 

The list will include a column displaying the Failure Reason. For more information on why a potential participant might fail, refer to the Participant Failure Conditions section.

Participants At Source

You can remove one or multiple participants added to a program with a DRAFT status. To perform this task, click Participants at Source and  Knock Off or Remove to select the participant as “Knocked Off” from the Program or removed from the Program permanently. This option appears when you select Data Designe or Event as a Source. Click Reset to start configuring the source again.

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You can also select the Program and/or Source schedule check boxes from the Schedule tab  to run the Segment source for adding participants to the Simple Program.

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