IMPORTANT: Users can create Custom Rules to do anything that they have done in the past through Engagement Rules. This rule type will soon be deprecated. Gainsight recommends using Custom Rules or Bionic Rules to leverage more of the Rules Engine capabilities.

Prior to setting up an Engagement Rule, you will want to:    

  1. Create adoption measures: To learn more about setting up adoption measures, refer to the Usage Data Configurations article.
  2. Configure Playbooks: To learn more about configuring Playbooks, refer to the How to Create Playbooks article.

This document will guide you through the setup and configuration of the Engagement Rules within the Rules Engine where you can add new rules to trigger CTAs, update scorecard measures and pull data from any object into a Gainsight object. If you need personalized assistance with building a complex rule, sign up for our Admin Office Hours.

Setup Rule and Action

Setup Engagement Rule

When setting up an engagement rule, you will select fields and filters.

  1. Show: Drag Account and/or Customer Info fields from the left side into this area. These fields can be used in the next step to fine tune when actions should be taken.
  2. Filters: Drag at least one adoption measure from the left side to this area. In addition you can bring over account and customer info fields. These filters will be used as constraints to determine when an action needs to be taken. Use the orange arrows to change the aggregation type on adoption measures.
  3. Click NEXT. The Setup Action screen appears.  
    Note: You cannot use more than one aggregation on the same field.
Setup Engagement Action
  1. Click + ACTION. Choose an action type from the following:
    • Create Alert
    • Call To Action
    • Set Score
    • Send Email
  1. Select Call To Action.
Action Type: Call to Action (Create)

Only 1 CTA can be created per rule.

  1. Select Create CTA.
  2. Select a priority.
  3. Select a CTA type.
  4. Select a status.
  5. Select a playbook.
  6. Select a reason type.
  7. Select a default owner. This is a lookup field of all Salesforce Users. This will be used if the Task Owner field is not filled in or if an account has not been assigned an owner.
  8. From the account level select an Owner Field based on any user lookup field.
  9. Specify the due date.
  10. In the Post update to chatter and/or comments section, you can post update to Chatter and/or Comments by selecting Once, Always or Never.
  11. In the Comments box, add comments if required. This will show up in the comment section of the CTA. Type @ to see options available for tokenized comments.
  12. Click SAVE to move to the next step.
  13. (optional) Click + ACTION to add more actions.

Note: If a CTA with the same Type and Reason has already been added and is active, this rule will simply update the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.

Action Type: Call to Action

Use this option to close a CTA when the trend has reversed. For example, when a CTA is created for a drop of 30% in usage, then you can close the CTA when the usage has increased week over week by 20%. Two uses cases (1) Close the CTA when trend reversal actually happens instead of the CSM closing manually (2) Get rid of false positive scenarios like usage drop on a holiday.

  1. Select a type. The available options are Risk, Opportunity, Event. You can also select the Objective option from the CTA Type drop-down list to close Objective CTAs from Rules Engine.
  2. Select a reason type based on previously establish Reason Types.
  3. Select a CTA status. You will only have the option to pick a Closed status.
  4. In the Comments box, add comments if required. This will show up in the comment section of the CTA. Type @ to see options available for tokenized comments.
  5. Click SAVE to move to the next step.

Note: If a CTA with the same Type, Reason and Source exists this rule will close the CTA.

Action Type: Set Score

Multiple Set Score actions are allowed per rule.

  1. Select a measure. Pick one from a list of your scorecard measures.
  2. Choose what the score for that measure should be set to when this rule fires.
  3. In Comment section, add comments. The comments will show up in the comment section of the scorecard measure.
  4. Click SAVE to move to the next step.
Action Type: Set Score

Test the Rule

After saving your rule, you have the option of doing a test run, running it now, or scheduling it to run at a later date.

Note: Each rule is limited to 100,000 records.