This article guides you through the process of creating a Bionic rule that triggers a CTA when a new customer's onboarding process appears to be delayed, based on their contract signing date. The CTA includes a playbook for the CSM to address the delayed onboarding.

This article also guides you through how to create a bionic rule to update the Launch Scorecard using Gainsight’s Risk Management Framework. Implementation Delay impacts the Launch scorecard negatively, and a ‘flagged’ risk CTA drives the Launch scorecard even lower. For more information, refer these articles.

Create a Bionic Rule to trigger Call to Action (CTA) for Implementation Delay

In this section, create a bionic rule that triggers a CTA when there is a delay in the customer onboarding. Navigate to Administration > Rules Engine and click +Rule.

+Rule.png

Create Rule

Create a New Rule with the following parameters:

  • Rule Type: Bionic
  • Rule For: Account
  • Rule Name: Rule to trigger CTA when there is a delay in the customer onboarding
  • Description: (Optional) 

Create Rule.png

Setup Rule

  1. Configure Rule based on Contract Date & Stages as shown:
  • Show: Customer Info::Account, Customer Info::Account Name, Account::CSM (User Lookup field), Customer Info: Orig. Contr. Date
  • Filters:
    • Customer Info::Orig. Contr. Date | less or equal | Subtract N Days from Rule Date = 90
    • Customer Info::Stage | includes | New Customer (or whatever stage is appropriate for you)
  • Account Lookup: Account (Customer Info)
  1. Enter the Task Name and Output Dataset Name: Rule to trigger Implementation CTA.
  2. Click Next to proceed to the Setup Action page.

Setup Rule.png

Setup Action

In the Setup Action page:

  1. Configure the Action as per your company’s business processes. Following is the recommended Rule Action configuration:
  • Action Type: Call to Action
  • Create/Close:  Create CTA
  • Name: Rule to trigger CTA when there is a delay in the customer onboarding
  • Type: Risk
  • Priority: Medium
  • Status: New
  • Playbook: Onboarding > X days (or whatever the Playbook is available for this use case)
  • Reason: Implementation Risk
  • Owner Field: Account::CSM
  • Default Owner: <Your Name or Other Default Name>
  • Due Date: Run Date + X Days
  • Comments: Customer is > 90 days past original contract date of ${Orig Contr Date} (Type @ to use tokens)
  1. Click Run Now to run the rule now. Run Rule dialog appears.
  2. Enter the Rule Date, do not select the Test Run checkbox, and click RUN.
Setup Action.gif

Create Customer Rules to Reflect Customer Health

This section guides you on how to create bionic rules to look for the existence of a CTA in order to set the score for Implementation Scorecard. Bionic rule for the Green score is created to display the customer health as Green when no CTAs exist. Bionic rules for Yellow and Red are created when one CTA exists and Flagged CTA exists respectively.

Setup Rule – Set Score to Green

  1. Configure the Rule as shown:
  • Show: Customer Info::Account Id, Account::Account Name
  • Filters: Customer Info::Status | includes | Active
  1. Account Lookup: Account (Customer Info)
  2. Enter the Task Name and Output Dataset Name: Set score to Green.
  3. Click Next to proceed to the Setup Action page.

Setup Rule_Green.png

Setup Action -- Set Score to Green

In the Setup Action page:

  1. Configure the Action as shown below:
  • Action Type: Set Score
  • Select Measure: Implementation

Note: This is the scorecard measure that you set up for Launch Risk

  • Set Score from: Choose the Green value
  • Comment: (optional) It is helpful to add comments that add clarification on why the score was set to this color.
  1. Click Run Now to run the rule now. Run Rule dialog appears. 
  2. Enter the Rule Date, do not select the Test Run checkbox, and click RUN.
Setup Action_Green.png

Setup Rule - Set Score to Yellow and Red

In the Setup Rule page:

  1. Configure the Rule as shown:
  • Show: Customer Info::Account Id, Account::Account Name, Call To Action::Flagged
  • Filters:
    • Call to Action::Reason | includes | Implementation Risk
    • Call to Action::Status | excludes | All Closed Status
    • Customer Info::Status | includes | Active
  1. Account Lookup: Account (Call To Action)
  2. Enter the Task Name and Output Dataset Name: Set score to Yellow and Red.
  3. Click Next to proceed to the Setup Action page.
Setup Rule_Yellow & Red.png

Setup Action - Set Score to Yellow

In the Setup Action page:

  1. Configure the Action as shown below:
  • Action Type: Set Score
  • Select Measure: Implementation

Note: This is the scorecard measure that you set up for Implementation Risk

  • Set Score from: Choose the Yellow value
  • Comment: (optional) It is helpful to add comments that add clarification on why the score was set to this color
  • Criteria: Call to Action::Flagged | not equals | true
  1. Click Run Now to run the rule now. Run Rule dialog appears. 
  2. Enter the Rule Date, do not select the Test Run checkbox, and click RUN.
Setup Action_Yellow.png

Setup Action - Set Score to Red

In the Setup Action page:

  1. Configure the Action as shown below:
  • Action Type: Set Score
  • Select Measure: Implementation

Note: This is the scorecard measure that you set up for Implementation Risk

  • Set Score from: Choose the Red value
  • Comment: (optional) It is helpful to add comments to add clarification on why the score was set to this color
  • Criteria: Call to Action::Flagged | equals | true
  1. Click Run Now to run the rule now. Run Rule dialog appears. 
  2. Enter the Rule Date, do not select the Test Run checkbox, and click RUN.

Setup Action_Red.png

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Return to the business challenge for next steps.