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Gainsight Inc.

Create a Bionic Rule to Support Habits Reports

The Habits Report enables CSMs to identify which customers have moved in a positive or negative direction based on their scorecard measures. Previously, the Habits Reports were implemented with the help of multiple Custom Rules, by creating multiple custom fields in usage data. The Habits Report can now be implemented with the help of a single Bionic Rule, and by creating only one custom field in usage data. After you create the bionic rule, you can proceed to building the Habits Report.

Positive Directions 

  • Red to Yellow  
  • Yellow to Lime or Green
  • Lime to Green

Negative Directions

  • Yellow to Red
  • Lime or Green to Yellow
  • Green to Lime

Prerequisites

  • You must have the “Overall Score” field in the Usage Data object.
  • You must have Admin permissions to create a Custom Field.

Identify and Populate Trend

Perform the following steps to identify and populate Trend.

  1. Create a new custom field called Adoption Change or Score Trend of type String in Usage Data object. The trend will be stored in this newly created custom field.
  2. Create a Bionic Rule with the following tasks:

    1. Select the Source Object as SFDC (Native Data) > Usage Data object.

    2. Create Task 1 where the rule can be set to fetch Overall Score for the current week. The following rule is configured with usage configuration at the week level. 
      Note: If the usage data is tracked on a monthly basis, the filters will be changed to First Day of Current Month and Last day of Current Month.

  1. Create Task 2 to fetch Overall Score for the previous week. The following rule (as shown in the following image) is configured based on usage configuration at the week level one.
    Note: If the usage data is tracked on a monthly basis, the filters will be changed to First Day of Previous Month and Last day of Previous Month.

  1. Merge Task 1 and Task 2, populate Account Id (from Task 1), date (from Task 1), Current Score (from Task 1) and Previous Score (from Task 2). Here, the merge field will be “Account Id”. While merging 2 fetch tasks, select all the records from task 1 and matching records from task 2.

  1. Configure multiple actions based on the Scoring scheme.
    Note: If the scheme has three labels, nine actions are required. If the scheme has five labels, 25 actions are required. The action for above Bionic Rule is as follows:
    1. Select Action Type as Load to Usage
    2. Map Account Id to Account
    3. Map Task 1’s Current week Date to Date

  1. Create a custom field by clicking +FIELD MAPPING in the Action Setup screen. Select the field which you created to populate trend in usage data object in Step 1. In this field, the value needs to be hard-coded based on criteria.

Consider the following Scoring Scheme as example here.

Additional Criteria in Action and Trend

Following are the additional criteria in Action and Trend.

  • If previous score is 90 and current score is 90, the trend is “No Change”

  • If previous score is 90 and current score is 65, the trend is “Green to Yellow”

Similarly,

  • If previous score is 90 and current score is 25, the trend is “Green to Red”

  • If previous score is 65 and current score is 90, the trend is “Yellow to Green”

  • If previous score is 65 and current score is 65, the trend is “No Change”

  • If previous score is 65 and current score is 25, the trend is “Yellow to Red”

  • If previous score is 25 and current score is 90, the trend is “Red to Green”

  • If previous score is 25 and current score is 65, the trend is “Red  to Yellow”

  • If previous score is 25 and current score is 25, the trend is “No Change”

Bionic Rule Schedule 

  • Schedule the rule every month/week (based on Usage Configuration) after Scorecard snapshot job
  • Schedule to run on last day of week at 11:58 PM if Usage Configuration is Weekly
  • Schedule to run on last day of month at 11:58 PM if Usage Configuration is Monthly

IMPORTANT: When the scoring trend is populated, you can configure Habit Improvement and Decline Reports. For more information, refer to the Configure Habit Improvement and Decline Reports article.

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