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Archived Tutorial - Identify Accounts without a Success Plan

Success Plan [old version] documents will be archived soon...
Documents related to the old Success Plan feature will be archived soon and will no longer be available as all the NXT customers now have Success Plan Horizon Experience in their orgs. Learn about the improved version of Success Plan on Horizon Experience through documents which can be accessed from here.


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.


Tutorial Overview

This tutorial demonstrates how to identify customers without a Success Plan, using Data Designer. Once the dataset is created, you can report on it to see the results and take necessary actions. After you identify the customers without a Success Plan, you can create rules using Rules Engine to trigger CTAs.

Identify Customers without a Success Plan

To identify customers without a success Plan in Data Designer:

  1. Navigate to Administrator > Data Designer.
  2. Create the following two datasets with the accompanying fields:
  • Success Plan: Select GSID, Company Name, Company ID fields in the dataset.
  • Company: Select the GSID and Name fields in the dataset.

For more information on how to create a Dataset, refer to the Create Datasets in Data Designer article.

  1. Click the ellipsis menu of Success Plan and select Transform.
  • Select the Group By checkbox of Company ID.
  • Select COUNT_DISTINCT of Name for Name field.
  • Rename GSID field’s display name to COUNT of Success Plans (for clarity).
  1. Click Save.
  1. Click the ellipsis menu of Company dataset and select Merge > Transform.
  • In the Joins tab, click Left Join.
  • Select GSID for Company and Company ID for Transform.
  1. Click the Filters tab.
  2. Click Add filter.
  • Field: Select Transform:: Count of Success Plan in this field.
  • Operator: Select is null as an operator.
  1. Click Save.
  2. Click Preview/eye icon of the Merged Data to preview the number of Success Plans per Company. You can click the Explore tab to create and view the report of companies without a Success Plan.

Create Report on Companies without Success Plan

To create a report of companies with no success plan:

  1. Click the Explore tab.

Note: System will display a pop up page to associate design with a Dataset,  Click Run now.

  1. Drag and drop Company Name and COUNT_DISTINCT of Name from Fields to Show Me section.
  2. Click the Cog icon and change the display name of COUNT_DISTINCT of Name to Count_of_Success_Plans.
  3. Click Add filter in the top right corner of the page. Filters window is displayed.
  4. Click Add filter.
  5. Select COUNT_DISTINCT of Name in the field and select is null as Operator.
  6. Click Save.
  7. Click the Explore button.
  8. Click Save Report to enter the name of the report and save it.
    For more information on how to create Reports, refer to the Build Reports to Analyze Data article.

Create Rules for triggering CTAs

To create Rules for triggering CTAs for the creation of Success Plans for Customers who do not have them:

  1. Navigate to Administration > Rules Engine.
  2. Click +RULE.
  3. In Create Rule tab, enter the following:
  • Rule Type: By default, BIONIC is selected.
  • Rule For: By default, Company is selected.
  • Rule Name: Enter “Trigger CTA for no Success Plan” name.
  • (optional) Folder: Select the appropriate folder.
  • (optional) Description: Enter description.
  1. Click NEXT. Setup Rule page is displayed.

In Setup Rule tab

Perform the following actions:

  • Create a Success Plan dataset and Company dataset.
  • Transform the Success Plan dataset.
  • Merge Company dataset with Transform.

Create Success Plan and Company Datasets

To create Success Plan and Company Datasets:

  1. Click +Task and select Dataset.
  2. Select Matrix Data in the Data Source field.
  3. Select Success Plan in the Source Object field.
  4. Click Success Plan to expand the dropdown to display items.
  5. Drag and drop GSID, Company Name, and Company ID items from Success Plans to Show field.
  6. Enter Success Plan Dataset in the Task Name.
  7. Click SAVE.
  8. Click the arrow beside the Task Name to go back to the Setup Rule page.

Similarly, create a Company dataset with Company’s GSID and Company’s Name fields. For more information, refer to the Create Dataset in Data Designer article.

Transform the Success Plan Dataset

To transform Success Plan Dataset:

  1. Click +Task and select Transformation.
  2. Select Success Plan Data in the Data Source field.
  3. Click Success Plan Data to expand the dropdown to display items.
  4. Drag and drop Company to GroupBy field.
  5. Drag and drop GSID to Show field and select Count_DINSTINCT of GSID.
  6. Enter Company with Success Plan in the Task Name field.
  7. Click SAVE.
  8. Click the arrow beside the Task Name to go back to the Setup Rule page.

Merge Company Dataset with Transform

To merge Company dataset with Transform (Company with Success Plan) dataset:

  1. Click +Task and select Merge.
  2. In Criteria section,
  • Select Company in the Source Object field.
  • Select Company with Success Plan in this field.
  • Select Retain all records from the left dataset in this field.
  • Select GSID in the Select Source field.
  • Select Company in the Select Target field.
  1. Uncheck Company under Company with Success Plan.
  2. Rename GSID into Count of Success Plan in the Output Field Label.
  3. Enter Merged Data in the Task Name field.
  4. Click SAVE.
  5. Click Setup Action tab.

In Setup Action

  1. Click +Action and select Merged Data.
  2. Select Call to Action 2.0 in the Action field. Create CTA is selected by default.
  3. Select Lifecycle in the Type field.
  4. Scroll down and click +CRITERIA.
  • Select Count of Success Plans in the criteria field.
  • Select = as operator in the respective field.
  • Select the null checkbox.
  1. Click SAVE and then RUN NOW to trigger CTAs for companies which do not have a Success Plan.


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