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Gainsight Inc.

Tutorial: Trigger CTA Based on Health Score Change

This tutorial walks you through the process of creating a rule that triggers a CTA based on a change in a Scorecard measure. 

The data of Scorecards 1.0 is stored in the Usage Data object. For this tutorial, we will use Usage Data as the source object for tracking the scores. The Habits Score field in this object is used for current (latest) scores. A custom field Habits Score Last Month is created for the purposes of this tutorial so that past scores (specifically a month before) can be stored. 

Two rules are created in this tutorial: 

  1. In the first rule, we will map the Habits Score field with Habits Score Last Month (custom field) so that past scores are stored. 
  2. In the second rule, both the score fields (Habits Score and Habits Score Last Month) are searched for scores that were 80 (or above) and dropped to 30 (or below).  

Habits Score = This measure is based on the customer’s Gainsight usage.  

Habits Score Last Month = A custom field called Habits Score Last Month is created on the Usage Data object in SFDC. The Habits Score field in the Usage Object will be used for current scores. The Week Label field in Usage Data is used to get the week data in which the score was set. 

Assumptions 

This tutorial is created using Account Scorecards (1.0). The data from Account Scorecards is stored in the Usage Data object. 

Create a Rule to store past scores 

Follow these steps to store past scores in the Habits Score Last Month field.

  1. Create a custom rule with Usage Data as the source object. 
  2. Add the following fields to the Show me section 
    1. Account
    2. Account Name
    3. Habits Score
    4. Week Label
    5. Habits Score Last Month
    6. Date

  1. In the Filters section, configure the following filters, these look for data within a range of a month. 
    1. Week Label greater than or equal to Subtract 35 days from Rule Date. 
    2. Week Label less than Subtract 28 days from Rule Date. 
  2. Set the Advanced Logic to A AND B
  3. Click NEXT. The Setup Action screen appears. 
  4. Select Load to Usage as the Action Type and map the following fields: 
    1. Account with Account
    2. Account Name with None
    3. Habits Score with Habits Score Last Month. This is to store past scores in this field.
    4. Week Label with Week Label
    5. Habits Score Last Month with None
    6. Date with Date
  5. Schedule and run the rule. This rule needs to be run before the second rule (to trigger CTAs, so that the custom field Habits Score Last Month has scores).
     

Rule to trigger CTAs

In this rule, we will use the Habits Score Last Month field (which is loaded with the score of the previous month) and also use the Habits Score (current score) field and look for scores that were 80 (or above) and dropped to 30 (or below) - Green and dropped to Red. After filtering the scores, the rule will create CTAs for these accounts. 

  1. Create a custom rule with Usage Data as the source object. 
  2. Add the following fields to the Show me section:
    1. Account
    2. Habits Score 
    3. Company
    4. Week Label
    5. Habits Score Last Month
    6. Date

  1. In the Filters section, add the following:
    1. Habits Score Last Month greater than or equal to 80.
    2. Status equals to Active
    3. Habits Score less than or equal to 30
    4. Week Label equals First Day of Previous Week
  2. Set the advanced logic to A AND B AND C AND D
  3. Click NEXT. The Setup Action screen appears. 
  4. Select Load to Usage as the Action Type and map the following fields: 
    1. Account with Account
    2. Account Name with None
    3. Habits Score with Habits Score Last Month. This is to store past scores in this field for comparison. 
    4. Week Label with Week Label
    5. Habits Score Last Month with None
    6. Date with Date
  5. Schedule and run the rule. This rule needs to be run after the first rule (rule to store past scores) is run so that the Habits Score Last Month field will have scores of the previous month. 
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