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Gainsight Inc.

Segments

This article explains how to configure segments.

Overview

Gainsight PX with its Segment capability allows you to create different audience/user groups based on common attributes/characteristics. You can create any segment of users based on the rules/attributes/parameters. Gainsight PX provides you the ability to create Segments by using customer inferred data, custom fields, product data, and product behaviors.

Scope of Segments

Once a segment is created, it can be reused in your multiple business actions like engagements, NPS® and CES Surveys, Multi Question Survey, Product Mapper, etc.. which helps you save time. These are used to target specific users in the app based on attribution or behavior.

Use Case: To define a segment with URLs to avoid redefining URLs in each engagement. Best used for defining data constant values. It is useful in cases where you want to refer to a list of elements such as: Account Names/IDs, URLs, etc. For example, you can create a segment for a subset of your customers based on their lifecycle stage or based on the URLs etc

IMPORTANT: Segment is not a way to filter historical usage data, you need to use audience filters to do that. For instance, you have triggered an engagement named NPS® Survey, the user receives the engagement only when they meet all the criteria defined in the segment.

Create Segment

This section explains the procedure to create segments.

To create a segment:

  1. Navigate to Segments and click the Create button on the upper right-hand corner.
  2. Enter a name for your segment.
  3. [Optional] Click the Description icon to add a description.
  1. Select your desired Rule from the Rules list. For example, select Account and enter account name as Adobe, and user email ID as test@gainsight.com.Segment_Rule.png
  2. Once you finish selecting all your Rules, click Save.Segment_save.png

Also, you can use this Segment to target the Audience while creating engagements. For more information on how to select the audience while creating engagements, refer to Audience Selection (Engagements) article from the Additional Resources section.

Segment_Audience.png

Configure Segments using Rules

Rules allow you to filter users and these rules when combined together create useful segmentations. Segments can be used to identify various cohorts like admins, practitioners, and executives. In addition, they can be used to identify industries and verticals such as SMB, mid-market, enterprise, telecom, tech, etc.

For example: In the following screenshot, a Segment is created based on the user Admin role within Enterprise account plans.

Segments_workingwithrules.png

Rule Logic

When adding Rules to your segment, you can decide if the Rule Logic is “AND” or “OR”.

  • AND Logic: All selected criteria must be true to trigger the segment.
  • OR Logic: Any of the selected criteria must be true to trigger the segment.

In addition, you can have multiple filter criteria within a Rule.

Segment_rulelogicOR.png

Edit Segment

To edit an existing segment:

  1. Click the Segments icon.
  2. Select the segment you wish to edit. Click the Edit icon.
    Segment_Edit.png

Delete Segment

Click the Delete icon to delete the segment.

Segment_delete.png

For frequently asked questions, refer In-App Engagements FAQs article from the Additional Resources section.

Additional Resources

In-App Engagements FAQs
Audience Selection (Engagements)
NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.