Tutorial Overview

This tutorial demonstrates how to use Objects and the Rule Engine to establish if a customer does not have a Success Plan, and then use Reports to display the results.

Create Field (Boolean)

In this step, create a field "Has Success Plan?", which enables you to check for Success Plans.

  1. Click the dropdown on your name to navigate to the Object Page.
  2. Click Setup.

Navigate to Setup.png

  1. Type Objects in the quick find box.
  2. Click Objects under Create.

Objects.png

  1. Scroll down and click Customer Info.

Customer Info Salesforce Page.png

  1. Scroll down until Custom Fields & Relationships is visible.
  2. Click New.

Custom Fields 1 and 2.png

  1. Scroll down and click Checkbox (Boolean).
  2. Click Next.

Custom Field Checkbox and Next.png

  1. Type in an appropriate Field Label.
  2. Default Value is set to Unchecked by default.
  3. Field Name is auto populated when clicked in the field.
  4. Provide description in Description (optional) area.
  5. Click Next.

New Custom Field.png

  1. Depending on the desired access levels, the Field-Level Security settings may be changed.
  2. Click Next.

New Custom Field (Security).png

  1. Verify all information is correct.
  2. Select the required Page Layout Name(s).
  3. Click Save.

Add to Page Layouts.png

Create Rule

In this step, create a Rule that enables you to check for a Success Plan.

Name the Rule

Create New Rule.png
  • Rule Type: Select BIONIC.
  • Rule For: Select Account.
  • Rule Name: Enter an appropriate name.
  • Description: Enter description (optional).
  • Click NEXTSetup Rule page appears.

Setup Rule

Adding Fields to the Rule.png
  1. Select Salesforce as the data source.
  2. Select the CTA Group as the source object.
  3. Add the following fields to the Show fields section:
    • CTA Group::Id
    • CTA Group::Account
    • Account::Account Name
  4. Verify that Apply to Gainsight customers only is checked.
  5. Enter the Dataset Task Name and Output Dataset Name as Populate Checkbox if Customer has Success Plan.

Note: You also have the option to Preview Results before proceeding.

  1. Click Save to save the Dataset.

Setup Action

In this step, create an action that sets the Has Success Plan? field as true if an account has a Success Plan.

Create ACTION.png
  1. Click + ACTION.

Add Action Type and Field Mappings

Setup Action.png

  1. Select Load to Customers for the Action Type.
  2. These three fields will auto populate (Created from the "Show" section on Rule Setup).
  3. Select Account Name as identifier [Account (string)].
  4. Click + FIELD MAPPING.
  5. Select the custom field as Has Success Plan? (BOOLEAN).
  6. Select the checkbox to true (checked).
  7. Click SAVE.

Create Report

In this step, create a report to display account names that do or do not have a Success Plan.

Report.png

  1. Navigate to Administration > Report Builder > click + REPORT.
  2. Enter a name for the Report.
  3. Select the Customer Info object.
  4. Add the following fields in Show me:
  • Account Name
  • Has Success Plan?
  1. Click the filter icon and select Has Success Plan?
  2. Set to equals or not equals.
  3. Select the check box.
  4. Click Apply (in the filter dialog).
  5. Click RUN to generate the report.

Triggering CTA using Rules for the creation of Success Plans

Admins can now create a Rule that triggers a CTA for all customers who do not yet have a Success Plans.

Create Rule

Create Rule for Success Plan.png

  • Rule Type: Select Bionic.
  • Rule For: Select Account.
  • Rule Name: Enter an appropriate name.
  • Description: Enter description (optional).
  • Click NEXT. Setup Rule page appears.

Setup Rule

  1. Select Salesforce as the data source.
  2. Select the CTA Group as the source object.
  3. Add the following fields to the Show fields section:
  • CTA Group::Id
  • CTA Group::Customer Info | Has Success Plan?
  • CTA Group::Account
  1. Add the Customer Info::Has Success Plan? to the Filters section, and set to not equals.
  2. Verify that Apply to Gainsight customers only is checked.
  3. Enter the Dataset Task Name and Output Dataset Name as Customers who do not have Success Plans yet.

Note: You also have the option to Preview Results before proceeding.

  1. Click Save to save the Dataset.

Add Fields for Success Plan .png

Setup Action

In the Setup Action page:

  1. Click + ACTION and and select the dataset created in the previous step.

+ACTION_SUCCESS PLAN.png

  1. Configure the Action as shown below:
  • Action: Call to Action
  • Create/Close:  Create CTA
  • Name: To Create a Success Plan
  • Type: Lifecycle
  • Priority: Medium
  • Status: New
  • Playbook: TBD based on Playbooks your company has created
  • Reason: TBD based on what Reasons your company has created. For this example, it's called Internal Activity
  • Owner Field: Account::CSM (Your CSM Lookup field added in the previous step)
  • Default Owner: <Your Name or Other Default Name> (Gainsight Lead or Success Lead)
  • Due Date: Run Date + 5 Days
  • Post Update to Chatter: Used to control the frequency of Chatter updates.
  • Post Update to Comments: Used to control the frequency of Comments updates.
  • Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.
  1. Click SAVE to save the setup Action.

Setup Action for Success Plan.gif

The above rule triggers a CTA to the CSMs to create the Success Plans for customers who do not have Success Plans yet. 
Admins can create Success Plans for all customers using the dataset created in Setup Rule page. Alternatively, CSMs can create a Success Plan for a specific customer or relationship from the C360 or R360 page respectively. For more information, refer Create Success Plans in the C360 and Create Success Plans in R360.