Gainsight's Risk Management framework provides a comprehensive view of our customer relationships. This empowers CSMs to deliver A+ service while maintaining visibility across the organization. We had four objectives in mind when designing our Risk Management framework:

  1. Address early warning signs
  2. Incorporate the CSM’s judgment into the assessment of the risk level
  3. Establish a common view of risks across levels of the organization
  4. Hold other departments accountable for addressing risks

For more information on Gainsight's risk management framework, refer to the How Gainsight uses Scorecards and Calls to Action blog post. This article focuses on how to setup CTA reasons and rules for the Support Risk.

Creating CTAs for Support Risk

This document outlines the process for creating a Support Risk CTA for High Priority Support Cases and for High Volume of Support Cases.

CTA Configuration Steps

The setup process is the same for both Priority and Volume Support CTAs. You will start by creating a new CTA Reason Code.
  1. Navigate to Administration > Calls to Action.
  2. Click + REASON.
  3. Enter information in the required fields. The Name will be what your CSMs see, and you can edit/change it at a later date. System Name and Short Name: once you set a System Name and Short Name, they should not be changed.
  4. Click SAVE.

Note: We like to include an asterisk at the start of the Name, so that we can keep track of which reason codes are used by our current Risk Framework. We have some historical CTA reason codes in place, and we want to be clear which CTA reasons to use moving forward. Now that you have a new CTA reason code, users can build CTAs with it. Users can open manual CTAs with this reason code, and Admins can also build automatic CTAs that use it.

  1. Navigate to Administration > Rules Engine and click + RULE.
  2. Select Custom rule type
  3. Enter the rule name as Support: high/urgent priority ticket opened.
  4. (Optional) Enter description as Looks for Support tickets and triggers when high priority ticket opens.
  5. Click Next to save, and move to the Setup Rule page.
    Note: For the Edit Rule and Setup Rule pages within a Rule, you need to click Next to save your work. Clicking the tabs on top of the rule page will not save your work. Within Setup Action, you need to press the Save button at the bottom of the page.

Our demo account has a Zendesk integration, so most of the fields we reference will be based on Zendesk tickets.

  1. In the Show sction, add the following:
    • Account id (required for every rule)
    • Fields you would like to see in the Rule logs, for real and test runs.
    • Fields you would like to include in the CTA as tokens
  2. In Filters, add the following: (keep in mind we are looking for High/Urgent Priority support tickets!)
    • Ticket Status includes New, Open, Pending, or Hold
    • Ticket Priority includes High or Urgent
  3. Click NEXT to save your work and move to the Setup Action screen.
  1. Set your Action Type to Call to Action and fill in the Call to Action fields:
    • In this example, we have used a number of tokens in the Description.
    • You can also include tokens in the Name.
    • Select your new CTA reason code.
    • We also applied a playbook to this CTA, which can be built in Cockpit > Playbooks.
  1. Now the rule is ready to test. Testing is a really critical stage to make sure the rule is working as planned. Otherwise, you could overflow your CSMs with CTAs, issue no CTAs at all, or the rule could fail. Make sure you leave the Test Run box checked while you’re running your tests.

Once you get your rule working as planned, schedule it! To schedule a rule, go back to the Rules Engine list page and toggle the On/Off switch to On. Once a rule is On, the Schedule tab will appear next to Setup Action.

We recommend scheduling a Support Risk: Priority rule to run daily, usually in the early morning hours. There’s no need to run this rule historically, so leave the Run for historical periods unchecked. Click the green Schedule button.

Be sure to monitor your rule, especially in the first few weeks it is running. Sometimes logical flaws with unusual cases will emerge that did not show up in testing.

Support: High Volume CTA Rule

Create a new rule. This process is similar to setting up the High/Urgent Priority rule above.

Notice our Show and Filters sections are much different. Most importantly, we clicked the dropdown on the Zendesk Ticket::id field and switched it to Zendesk Ticket::COUNT of id. This lets us count how many tickets get through the filter for each account.

This CTA is very simple. We didn’t include any tokens. However, we did include criteria:

Zendesk Ticket::Count of ID  >= 5

Now, this CTA will only be triggered if the account had 5 or more open support tickets. Note that in order to use a field in the Action criteria, it must first be included in the Show section in the previous step.

You are ready to test and then schedule your new rule!

For more information, refer to the Configure Scorecard Rules for the Risk Management Framework article.