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

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.

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

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:

  • 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

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.

Load to SFDC Object: Case or Leads

Load to SFDC Object: Case or Leads

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.


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.