Regardless of the Reference Vital Sign Score, if a customer’s Overall Health Score declines to a concerning level, the ReferenceEdge Reference Status will update accordingly, lessening the chance of using an unsuitable customer as a reference.

Define Rule Criteria

Go to the Gainsight Administration tab > Rules Engine. Click to create a new Rule using the “+Rule” on the right hand side. See Rules Engine Overview for more information on setting up Rules.

Fill in the following in the rule detail screen:

  • Rule Type “Custom”
  • Rule Name: “ReferenceEdge: Change Ref Status based on Overall Health” (or name of your preference)

Click Next to navigate to the Rules Configuration Screen > Click the ‘Native Data’ radio button > Click in the dropdown to select the ‘Account’ or ‘CustomerInfo’ object (depending on where your Renewal Date is stored.

From the list of fields in the left-hand column, add the following fields to the Show box by selecting and dragging:

  • ID from Account Object (Account:: ID) - Required

Overall Health from CustomerInfo (CustomerInfo :: Overall Health) - Required

Setup a Load to SFDC Action

  • Click ‘+Action’ to create a new Action 
  • Select ‘Load to SFDC’ from the Action Type dropdown on the top left of the Action box 
  • Select ‘Reference Profile’ from the ‘Object Name’ dropdown 
  • Click ‘Update’ from the ‘Operation’ dropdown 
  • Map the ‘Account::Id’ field in the left-hand column to ‘Account (String)’ in the dropdown on the right-hand column and check ‘Include in Identifiers’ 
  • Click ‘+Field Mapping’ in the top right to add another field 
  • From the dropdown in the new field select the ‘Reference Status’ that corresponds to the Health score 
  • Click ‘+Criteria’ in the bottom right of the Action box 
  • Select ‘CustomerInfo:: Current Score Label’ from the dropdown 
  • Set the operator to ‘Greater or Equal’ if you have a numeric scoring scheme or ‘Contains’ for R/Y/G or A-F 
  • Select the range or input the text value that corresponds to the Reference Status you selected

Create three ‘Set score’ Actions; the Score and the Reference Status criteria will correspond to the following:

  1. Reference Status = Active; Score = Green
  2. Reference Status = Caution; Score = Yellow
  3. Reference Status = Inactive; Score = Red

Set Status Action 1:

Set Status Action 2:

Set Status Action 3:

Click Save > On the Schedule Configuration screen. Schedule to run on the same frequency as your other Scorecard rules.