This article explains how to setup rule actions. Before you setup the action(s), use the Setup Rules article for information on how to select your source object, which fields to Show, etc. After configuring the action(s), use the Schedule Rules article.    

Setup Actions

Setup Actions

When adding an action, you can:

  1. Call To Action (Create a CTA or Close a CTA)
  2. Load to Usage Data
  3. Load to Customers
  4. Load to Milestone
  5. Load to Features
  6. Set Scores
  7. Set Score 2.0
  8. Send Email
  9. Load to SFDC Object
  10. Load to MDA Subject Area
  11. Load To Relationship
  12. Success Plans
  13. Load to Company

 Note: You can add a maximum of 50 Action Types for a rule.

Action Type: Call to Action (Create)

To create a CTA, select the Create CTA  check box and fill out the following fields:

  1. Name:  Used to title your CTA. Type @ to see options available for tokenized comments.
    • Include in identifiers: adds the CTA's name as part of the duplicate checker criteria for the Rules Engine. If there's an existing CTA for an account, but the CTA names have different values, then the rule will create the new CTA. If the CTA names are the same, and the CTA Type and Reason are the same, then a new CTA will not be created. The rule will simply update the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.
  2. Priority:  Based on previously established Severity Types
  3. Type:  Based on previously established Types
  4. Status:  Based on previously established Status Types
  5. Playbook: Optional.  Based on previously established Playbooks
  6. Reason: Based on previously establish Reason Types
  7. Owner Field: Optional. From the account level can be based on any user lookup field.
  8. Due Date: Run Date + x Days.  Drop-downs below address treatment of weekends.
  9. Default Owner: 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.
  10. Link to an existing "Linked Object"Multiple relevant objects can be linked in a rule. All Linked Objects that are linked to the CTA type, will be available in the drop-down. When a linked object is selected from the drop-down, Admins can choose the field to which it should be linked from the Show fields.
  11. Post Update to Chatter: Used to control the frequency of Chatter updates.
  12. Post Update to Comments: Used to control the frequency of Comments updates.
  13. Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.
  14. Create CTA once in: Admins can select the Create CTA once in check box in the Create CTA action to prevent the creation of CTAs based on the timeframe selected. A separate check box will be available for separate actions.
  15. Click SAVE to move to the next step or click +ACTION to add more actions.

Note: The Call to Action action type will not be available unless the Account::ID field is added to the Show section of the of the rule.

Action Type: Call to Action (Close)

Use this option to close a CTA when the trend is 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 use 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.

To close a CTA, select the Close CTA check box and fill out the following fields:

  1. CTA ID: Select ID from the drop-down list.
    • Include CTA ID as Identifier: In the Close CTA action, Admins can now select the CTA ID > Include in identifiers check box to validate if the CTA ID should be included in identifiers while closing CTAs.
      Note: When you select the Include in identifiers check box, the Type, Source, Reason, and Set CTA status to fields will become disabled and restricts the rule to mapping only with the CTA ID field. Only CTA ID will be used as an identifier while closing the CTA.
  2. Type:  Risk, Opportunity, or Event. You can also select the Objective option from the CTA Type drop-down list to close Objective CTAs from Rules Engine.
  3. Reason: Based on previously establish Reason Types
  4. Source: Manual, Rules and/or Survey. Select one or multiple.
  5. Set CTA status to:  Closed Lost, Closed Success, or Deprecated Internal Escalation.
  6. Comments: Optional and shows up in the comment section of the CTA. Type @ to see options available for tokenized comments.

Notes:

  • The Call to Action action type will not be available unless the Account::ID field is added to the Show section of the of the rule.
  • If a CTA with the same Type, Reason, and Source exists, this rule will close the CTA. You can then click SAVE to move to the next step, or click +ACTION to add more actions.
  • CTA types associated with relationship types are available in the CTA type drop-down. CTA status associated with the Relationship type, CTA type, Global active All, and Private All are available. CTAs of the selected Relationship type can be closed.

Action Type: Load to Usage

Select the Load to Usage action type if you want to take data from an object in Salesforce and load it into the Gainsight Usage Data object. You might use this option to take data from an existing usage data object to the Gainsight object or to show ticket trends by day/week/month.

Prior to creating a Load to Usage action, you need to ensure that there is a field in the Usage Data object to which to push the data. Fields will be automatically created when you create measures. For more information about the creation of measures, refer Usage Data Configuration.

Fill out the following information when creating this action:

  1. Action Type: Load to Usage.
  2. Field mappings: This is a list of fields from the Show section in the previous step.
  3. + FIELD MAPPING: Use this option to add additional custom field mappings. This is where you can map the date which will have special functions available with respect to the rule date.
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. Criteria only works with AND statements.

When you finish, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule.

Additional Notes:

  • Account:: ID and Date must be mapped.
  • USERLEVEL Aggregation name is not mandatory and when it is not mapped or mapped with incorrect values, the data is loaded at Account Level.
  • While loading Instance or User level data, the user configuring the rule should make sure Instance ID and User are mapped for each case respectively or there will be validation errors while inserting the data.
  • Rules can not be used to set values to null, or to remove existing data.

Click SAVE when all steps are completed. Click +ACTION if you would like multiple actions on this rule. When you complete adding all of the actions, click Schedule to define how frequently and when the rule should run. For a data load operation, it is ideal to run it once every week.

Action Type: Load to Customers

The Load to Customers action is used in cases where one may want to take data from an object in Salesforce and put into Gainsight.

Example:  Sync accounts with a status of "Customer" into the Gainsight Customer object or setup an action to sync the account status to the Gainsight status.

In the previous step, Account ID and Customer Stage are chosen as fields to use. Fill out the following information:

  1. Action Type: Load to Customers.
  2. Field mappings: This is a list of fields from the "Show" box in the previous step.  Note: Account ID must be mapped.
  3. + FIELD MAPPING: Use this option to add additional custom field mappings.  In the above example we are mapping customers with a Status of "Active"
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. Criteria only works with AND statements.

When you finish, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule. Once you complete adding all of the actions, click Schedule to define how frequently and when the rule should run. It is recommended to run a rule that is set to Load to Customers every day.

Action Type: Load to Milestone

A rule can be created to automatically load information directly to Milestones.

  1. Select the source object and setup the condition for the rule run.
  2. In Setup Action, select the Action Type as Load to Milestone.
  3. Select the Constant or Show Field check box for Date.
  4. Select the appropriate option from the drop-down list for Milestone field.
  5. (Optional) Provide comments as depicted in the screenshot above.

Use cases may include:

  • Create a milestone when a case is created
  • Create a milestone when a usage has crossed a threshold
  • Create a milestone when unique number of users logged in is = number of licenses

Use cases that cannot be supported:

  • Create a milestone when a case is closed, unless there is a separate field capturing the close date of the case
  • Create a milestone when the stage of customer has changed. There is current no capability to capture the event of stage change

NoteThe list of the milestones are displayed for both Account and Relationship types. Relationship tokens (based on the selected Relationship type) are available while adding comments.

Action Type: Load To Features

Action Type: Load To Features

The Load to Feature action may be used when you are tracking features at the Customer level.  Most likely, you'll want to have features added to your C360 page so people within your organization can see this information easily.

  1. Product:  Select the product
  2. Feature: Select the feature
  3. Licensed: Licenses / Not Licensed / Do Not Update
  4. Enabled: Enabled / Not Enabled / Do Not Update
  5. Comments: Optional

Possible Use Cases:

  • An opportunity has boolean fields that include which features are enabled or not. Based on this data, can automatically update the features table.    
  • If Usage data contains a measure or measure group with value greater than 0, that feature is used and can be added to features table for that customer.

Action Type: Set Score

Action Type: Set Score

Multiple Set Score actions are allowed per rule. Fill out the following fields:

  1. Select Measure: Pick one from a list of your scorecard measures
  2. Set Score from: Choose what the score for that measure should be set to when this rule fires
  3. Comment: Optional and will show up in the comment section of the scorecard measure
  4. Criteria: Use the fields you added to the Show section in the previous section to fine tune which customers scores should be updated.

Click SAVE to move to the next step. Click +ACTION to add more actions.

Action Type: Set Score 2.0

You can set scores for scorecards using Scorecard 2.0 option in Custom Rule. The Set Score 2.0 option will be available in the list of Action Types as shown in the following image.

  

Set Score 2.0 actions are allowed per rule. Fill out the following fields (refer the following image):

  1. Select Measure: Pick one from a list of your scorecard measures
  2. Select Scorecard: Select one from a list of options
  3. Set Score from: Choose what the score for that measure should be set to when this rule fires
  4. Comments: Optional and will show up in the comment section of the scorecard measure
  5. Criteria: Use the fields you added to the Show section in the previous section to fine tune which customers scores should be updated

Click SAVE to move to the next step. Click +ACTION to add more actions.

 

 

IMPORTANT: Scorecard 2.0 fields are supported in Bionic Rules. You can access the Scorecard Id, Current Score, Previous Score, and Trend fields in the standard objects such as Company and Relationship objects.

Limitations

  • Since MDA Join is not supported in a Bionic fetch task, you need to create two fetch tasks if you want to include both the scorecard fact and company, and merge the data in a third task.

  • In Bionic Rules, you will not be able to set scores for scorecards created using Scorecard 2.0 option. The Set Score 2.0 option will not be available in the list of Action Types. For this purpose, Gainsight recommends using Custom Rules to set the score for Scorecards 2.0.

Action Type: Send Email

Use this option to send email only for the following three use cases:

  • You need to leverage Salesforce email templates instead of Gainsight’s email templates.
  • You want to send an email and initiate another action such as create a CTA.
  • You want to send an email campaign without the unsubscribe link (limited to 1000).

Perform the following steps to create the Send Email action.

  1. From the Action Type drop-down list, select Send Email. A new page is displayed.
  2. To restrict how frequently a contact can receive an e-mail, select the Send email once in check box and select the number of days.

Note: You can also choose to select the Lifetime option, which means that the email will be sent only once in the customer`s lifetime.

  1. From the Email Service drop-down list, select the required email service. The Gainsight e-mail service is available by default. For information on enabling the Marketo e-mail service, see the Marketo: Setup Steps in Gainsight article.
  2. From the Email Template drop-down list, select the appropriate  SFDC email template. For more information, see the Gainsight_Email_Templates_with_Tokens_(non-CoPilot) article.
  3. In the From Name field, enter or select the name that must be displayed in the From field of the e-mail.
  4. In the From Email field, enter or select the e-mail from which it is being sent.
  5. From the To drop-down list, select the recipients to whom the email must be sent. You can select one of the following options - Accounts, Contacts, or Email Address.

Note: If you select the Contacts or Email Address option, the corresponding identifiers have to be selected as well.

  1. In the Reply To field, enter or select the e-mail address to send replies.
  2. Select the Mark this as operational email check box, if you want operational emails to be sent to all users including the unsubscribed ones.
  3. Select the Add “Manage your subscriptions preferences” link check box to provide a link to the recipient to unsubscribe from email communications.
  4. In the Criteria pane, select +CRITERIA to define a criteria for the action.
  5. Select either the Show Fields or the Others radio button. Click Ok.

Note: The Others option enables you to select fields from the Account, Customer Info, Contact, and Account Contact objects, while defining the criteria.

  1. Enter the required criteria.
  2. Click SAVE to move to the next step or +ACTION to add more actions. Click RUN NOW to run the rule immediately, or schedule the rule to run at a specific time.

Action Type: Load to SFDC Object (Case or Leads)se

While setting up the Load to SFDC Object action type for the Case or Lead objects, you can select the Run Auto Assignment Rules checkbox to assign the created cases or leads to a user that is already defined in Salesforce. Otherwise, the cases or leads created will be assigned to the logged in user automatically.


Action Type: Load to Company

Load to Company Action Type is available in Bionic Rules. Whenever you want to update the action on Company standard object in a Bionic Rule, you can now update by selecting the Load to Company option from the Action Type drop-down list on Setup Action screen. Only Update operation will be supported.

Fill out the following information in the Setup Action screen:

  1. Action Type: Load to Company.
  2. Operation: Update
  3. Field mappings: This is a list of fields from the "Show" section in the previous step in Setup Rule.  
  4. + FIELD MAPPING: Use this option to add additional custom field mappings. 
  5. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. Criteria only works with AND statements.

 

When you finish, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule. Once you complete adding all of the actions, click Schedule to define how frequently and when the rule should run.

Managing Calls to Action (CTA's)

Managing Calls to Action (CTA's)

For more information about how to manage CTA workflow, refer to the Create manual Calls to Action & Tasks article.

Load To Relationship

You can create relationships for an account automatically using the Load to Relationship Action Type. For more information on how to use Load To Relationship, refer to Automating Relationship Creation for an Account article.

When you select the Action Type as Load to Relationship, existing relationship types are populated under Select a Relationship type.

Under Field mappings, you must select ‘Include in identifiers’ for at least one field. Otherwise, you cannot save the rule.

Success Plans

The Success Plan Action Type option is helpful if you have a large number of Accounts for which you want to generate Success Plans, and you’ve configured plan templates, containing Playbooks with Objective CTAs.

  • Action Type: select Success Plans.
  • Plan Name: enter an appropriate name for the success plan name. Optionally, use tokens to add dynamic text to the plan name.
  • Plan Type: select the appropriate plan type. This drop-down box populates values that are configured in Success Plan Configuration.
  • Template Name: select the appropriate template name. This drop-down box populates values that are configured in Success Plan Configuration, and associated with the selected Plan Type.
  • Plan Status: Select the initial status of the plan when it’s created by the rule. For example, initially you might want to create this Success Plan as a Draft.
  • Owner Field: (optional) select the appropriate field if you want to dynamically assign the owner.
  • Plan Due Date: enter appropriate value for the plan due date (N days after the rule creates the Success Plan).
  • Default Owner: Enter a default owner in case you have not selected a value in the Owner Field text box, or the Account does not yet have an assigned owner.
  • Post update to chatter: select Once, Always, or Never, based on whether and how often you want the Comments to post to chatter. Chatter comments will post for all accounts for which the rule generates a success plan.
  • Comments: enter comments, if any. Tokens may be used to add dynamic text here.

Aggregation Across Accounts and Limitations

When setting up a rule, if you drag-and-drop an Account ID field and select aggregations on it using its drop-down box, you can only implement Load to SFDC Object and Load to MDA Subject Area action types. The following image describes how to select an aggregation on the Account ID field.

If you want other action types to be made available while you are setting up a rule, you must drag-and-drop the Account ID field in the Show section, as shown in the image below.