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Gainsight Inc.

Catch-up on CoPilot Enhancements

February 2018: 5.11 Release

Automatic Updates

  1. Inline Survey Templates: Out-of-the-box templates for in-line survey questions are available to include with an Advanced Outreach. Select the template using the paint bucket icon on the configuration screen for Adv. Outreach survey models after selecting your inline survey question.

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    NPS and single answer questions with the Drop-Down and Radio question type are supported for in-line survey templates. The templates are not configurable. For non-NPS questions with more than 5 answers, only the base template will be available for selection. The base template is selected in the image below.

    Base Template.png
  2. Map Gainsight Standard Fields: Admins can now use Gainsight standard objects for mapping within Adv. Outreach Participant configuration. Customers will be able to use the data within Gainsight standard objects to trigger an Advanced Outreach.
  3. Bounced/Unsubscribed Contacts Dropped: Bounced and Unsubscribed contacts will no longer be added to the Participants data table in an Advanced Outreach. Gainsight will safely drop this data before adding Participants to the data table from now on.

Incremental Improvements

  1. Create/Close CTA action in AO Email Chain: Admins now have the ability to create and close multiple CTAs as part of the Adv. Outreach journey. Initially, this feature will only be available for the Email Chain model. The create and close CTA steps can be added the same way other steps are added to an Email Chain model.

    Prerequisites: Users will need to add NSURL in remote site settings to use CTA events within an Advanced Outreach. If this is not added, the CTA events will not be processed.

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These steps operate similarly to the ability to create and close CTAs within the Rules Engine. For example, the create CTA step requires Type, Status, Reason, Due Date, Priority and Default Owner to be filled out. For more information regarding configuring each step of the CTA, refer to Creating and Closing CTAs from Rules Engine.

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In the case of native field mappings, the Advanced Outreach will resolve standard GS fields to the respective SFDC fields and will try to create a CTA. If CTA name is not included as an identifier and more than one open CTA are found for the same Account Id, Reason, and Type at Cockpit, then the participant with only one CTA will be associated randomly.

The close CTA step requires users to select which CTA step in the Adv. Outreach they would like to close, and what status they would like to set the CTA to. Users can also add comments and select if they would like to post an update to chatter. This feature is meant to automate the closure of CTAs if certain conditions in the Advanced Outreach are met, so that manual interaction with the CTA is only needed if those conditions are not met.

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Note: Advanced Outreach CTA actions will not work with dummy accounts. The CTA steps are designed for customers only. Participants associated with dummy accounts will be dropped if they reach a CTA step.

  1. Create Calculated Fields within Conditional Wait: Admins can now create Calculated Fields as part of an Advanced Outreach. The fields can be from any MDA or Salesforce object. Calculated fields can query account variables, such as the number of Active users per Account, the number of logins by the user, and utilization rate. These calculated fields can be used as Conditions within the Conditional Wait step to determine how the AO journey progresses.

    A calculated field can be created as a step within participant configuration. The configured calculated fields can then be used within the AO.

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Click +CALCULATED FIELD to open the Calculated Field configuration page.

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Users will need to configure the following areas:

  1. Field Name: Create a name for the Calculated Field.
  2. Data Source: Select a data source from Gainsight Subject Areas, MDA Data, or Salesforce Objects.
  3. Show Me: Select the field to be displayed from this query.
  4. Filters: Define filters for the query. You can use a combination of Field and Value to define the filters.
    1. If users select Field, all mapped participants fields can be used.

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  1. If users select Value, the user can enter/search for values.

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  1. Advanced Logic: Apply Advanced Logic. “AND” or “OR” can be used between filter attributes.
  2. SAVE: Save the Calculated Field.

 

  1. Conditional Branching: Users can now configure Advanced Outreaches using the Email Chain model to progress non-linearly. The Conditional Wait feature can be configured to split the model into multiple pathways depending on whether the participant meets the conditions configured. 

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When Participants meet the conditions of the Conditional Wait, they will proceed to the model step directly to the right of the Conditional Wait step.

Participants who do not meet the conditions of the Conditional Wait will proceed to the step directly below the Conditional Wait step. This can be configured with the following options: Send Email, Create CTA, Close CTA, Continue, or End Outreach.

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Selecting Send Email, Create CTA, or Close CTA for this branch of the Conditional Wait step provides Admins with the additional options for participants to Continue or End Outreach.

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Participants passing through a Continue step will move to the step two to the right of the Conditional Wait step. Participants do not move to the step immediately after Conditional Wait, as they did not meet the conditions configured within the Conditional Wait step. This is designed to allow Participants to continue moving through the Advanced Outreach journey while skipping steps they did not meet the conditions for. In the example above, a participant moving through a Continue step after the Close CTA step, will then move to the Set Timer step.

Participants passing through the End Outreach step will be moved to completed.

  1. Conditional Wait Enhancements for Email Chain: The Conditional Wait step in the Email Chain model is enhanced to include Event Based Conditions, Calculated Field Based Conditions, and Participant Field Based Conditions.

    For more information on Conditional Wait Enhancements, refer Advanced Outreach: Conditional Wait for Email Chain.
  2. Advanced Outreaches can now refer to CTAs created within the context of the journey and monitor status of the CTA. All of the CTAs associated with AO now have a link to see the associated participants and their journey in the detail view.
  3. Migrate 1.0 Email Templates to 2.0 formatting: Admins can automatically migrate individual 1.0 Email Templates to the 2.0 Email Templates format. The Migrate option is visible on each 1.0 template in CoPilot > Email Templates. Any email variants within the template are also migrated. After confirming you’re satisfied with the 2.0 template, we recommend deleting the original 1.0 template.

    Note: Deleting the 1.0 template will remove it from any Outreach where it is currently in use. Outreach’s that are sent without an email template will fail. Be sure to replace any 1.0 templates used within an Outreach before deleting them.

    The Enable Link tracking feature will be turned off by default for links and surveys in migrated templates. Gainsight recommends cross-checking the content after migration and before using them in Advanced Outreaches.

    Note: The Clone feature is no longer available for 1.0 templates.

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  1. R360 sharing through Adv. Outreach: Users can now share the R360 with the Advanced Outreach feature. Users can add a link or button to an Email Template and send it to participants using an Advanced Outreach in the same way they can share the C360. Sharing is available with Relationship type Adv. Outreaches.

    Relationship Contacts must be synced to Relationship Person/Person.

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Relationship Contacts must be synced to Relationship Person/Person.

  1. Edit Adv. Outreach Schedule: Users can now edit an Advanced Outreach’s Participant schedule after it is published in the Participant configuration section. Users will be able to edit the schedule for Power List and Query Builder sources in an active outreach, the same way they would edit the schedule for unpublished outreaches. The AO will follow the new schedule going forward. For more information on scheduling participant sources in an Advanced Outreach, refer to Adding Participants to an Advanced Outreach.

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  1. Adv. Outreach Snapshot: Users can view the number of participants that are currently at each stage of the Outreach. Click the camera icon in the top-right of the outreach model page to access the Snapshot.

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This Snapshot will appear identical to the outreach model with the number of participants that have passed through each step displayed next to it. Users can click the number of participants to view the list of participants that have passed through that step of the AO. This view of participants is similar to the Participant Activity view in the Activity Feed.

Notes:

  • In the Snapshot mode, Admins can’t configure the model steps. Click Exit Snapshot Mode to return to the model configuration page.
  • AO Snapshot will not fetch the data for this view if the number of participants exceeds 99999.

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  1. Activity Feed Aggregation: The Activity Feed now has a summary view that will aggregate the activities of an AO by Day, Week, Month and Year. The summary view is displayed in the Activity Feed by default. Click PARTICIPANT ACTIVITY in the top-right of the summary view to see activity of the AO organized by participant. Refer to Advanced Outreach: Participant Activity Feed for more information.

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  1. Log Emails to Salesforce: Admins can now configure Advanced Outreaches to log all emails in Salesforce on the Contact record. If this setting is enabled for an AO already in progress, it will log all emails sent going forward. By default, this setting is turned off.

    To enable this option, navigate to a specific Advanced Outreach, and the Participants Configuration > Email Settings section. 

    Note: To successfully log emails to Salesforce Activities for Accounts, it’s mandatory to map the SFDC Contact Id in the mapping Participant Sources step. To successfully log emails to Salesforce Activities for Relationships, SFDC Relationship and Relationship contact ID is mandatory. Refer to Adding Participants to an Advanced Outreach for more information on this step.

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Click the checkbox and Save to activate the feature. Each email will be saved in the Contact’s Activity History.

Admins can configure the Task Owner Field to select who will own the email activity record in Salesforce. The Default Task Owner can be configured to assign the task to a default user, in case the owner field is not available.

Click the SAVE button to save configurations you have made, or the DISCARD button to remove your changes.

November 2017: 5.10 Release

Automatic Updates:

  1. UX Redesign in Advanced Outreaches: Includes changes to the Advanced Outreach configuration and Conditional Wait section to make it clearer, plus the ability to edit email titles for all Adv. Outreach models.
  • The Participants section of the Advanced Outreach has been redesigned to better illustrate the process for adding, filtering, and mapping participant sources.

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  • For Survey Advanced Outreach Models, the option to select the Survey is now on the first page of the Advanced Outreach configuration.
  • The In-Line Survey question checkbox was moved to the first page of the Advanced Outreach configuration. After checking this, you can select the survey question from the “Select a question” drop down field. For more information, refer to In-Line Survey Overview.

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  • The Run Date and Status fields have been removed from the first page of Adv. Outreach configuration.
  • The Adv. Outreach model page now has a Status indicator at the top-left of the page next to the Adv. Outreach’s name. This indicator can be used to change the status of the Adv. Outreach to Active, Pause, or Stop for published Adv. Outreaches.
  • Options to Save and Publish the Adv. Outreach are now available in the top-right of the model page. There is also an option to Discard Changes, which will revert the Adv. Outreach to the last saved version.

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  • Conditional Wait configuration screen has been changed for clarity. The Text for both screens has been revised to better communicate the options available.

  • When configuring an Adv. Outreach email, the configuration page will now be full screen. Clicking the Discard Changes button will revert the email configuration back to its last saved version. Clicking the Back to Model button on the top-right of this page will take you back to the Model configuration page.

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  • Buttons for the Activity Feed and Adv. Outreach analytics are now visible in the top-right of a published Advanced Outreach in the edit mode.

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  • The Activity Feed option is now visible when hovering over an Adv. Outreach in the Adv. Outreach list view. For more information on Activity Feed, refer to the CoPilot section of Incremental Improvements.

  • Options to Pause and Stop an active Adv. Outreach: With this release, you can pause or stop an advanced outreach from the AO model screen.

Incremental Improvements:

  1. Scheduler for Powerlist and Query Builder is available while bringing in participants: You can use the scheduler feature while fetching the participants from Powerlists and Query Builder sources in Advanced Outreach. The Scheduler can be configured on a Daily, Weekly, or Monthly schedule, with a Start Date, End Date, and a Preferred Time to run the query. When the schedule runs, it will run the Power List query for new contacts to be added as participants.

    To access scheduler options in Powerlist:
    1. Navigate to CoPilot > Advanced Outreach.
    2. Create or edit an Adv. Outreach.
    3. Click + SOURCE.
    4. Select Powerlist. The Powerlist screen appears.

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    5. Select a powerlist from the list.
    6. Select Add all the participants in the power list and ensure to include any participant added in the future.
    7. Schedule the power list as required. The following options are available for scheduling:
  • The Daily option allows you to select either every week day, or every day.
  • The Weekly option allows you to select which day of the week you would like to run the query.
  • The Monthly option allows you to select a specific day within the month to run the query (1st - 31st as well as the Last day of the month). You can also choose to run the query on a timed day of the week such as the 1st Sunday, or 3rd Tuesday of the month.

To access scheduler in Query Builder:

  1. Navigate to CoPilot > Advanced Outreach.
  2. Create or edit an Adv. Outreach.
  3. Click + SOURCE.
  4. Select Query Builder. The Query Builder screen appears.
  5. Provide a name for the Query Builder and click Save.
  6. Click the button labeled SCHEDULE in the top right of the Query Builder configuration page and select the option Add all the participants in the query builder and be sure to include any participant added in the future.

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  1. Preview email steps in Advanced Outreach: For each Email step in an Advanced Outreach, you can preview the email, as well as send a test email to an email address, or use the Send to me option. To access this feature, edit any Email step within an Advanced Outreach.

    To preview an email step in Adv. Outreach:
    1. Navigate to CoPilot > Advanced Outreaches.
    2. Edit or create an Adv. Outreach and add an email step.
    3. Add participants to the AO model and ensure participants are in Review, New, or Active status.
    4. Edit the email step in AO model.
    5. Click PREVIEW. The Email Preview dialog appears.
    6. Select a participant from the drop-down list. The email preview changes according to the selected participant and tokens will also be updated.
  • You can also use Previous Participant and Next Participant options to view the email preview for each participant.

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  1. Click Send to me to send an email preview to the logged-in user, or click Send test email to and enter an email address to send the email preview.

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Notes:

  1. This option is only available for Advanced Outreaches with participants in Review, New, or Active Status.
  2. To create an accurate preview email, the participant mapping must be completed correctly. If this mapping is incorrect, the Preview may look incorrect.
  3. This feature can be used without publishing the Advanced Outreach.
  1. Participant Activity Feed: Advanced Outreach offers an activity feed view for each participant. The activity feed appears as a flow diagram and displays each step of the participant journey in the Advanced Outreach. This includes when the participant was sent an email, how long the participant waited between each step, the participant responses to a survey, and when the participant was dropped from the AO journey and also the failure reason. You can also use the Refresh feed option on the Activity Feed page to view the latest updates. To learn more about Activity Feed, see Participant Activity Feed.

    Note: For Advanced Outreaches created before the 5.10 release, the Participant Activity Feed may not appear correctly.

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  2. Send Shared C360 Layouts through Advanced Outreach: Advanced Outreach emails can now send Shared C360 Layouts with contacts who are loaded to GS Person/ Internal User. You can add a link or button to an Email Template and send it to participants using an Advanced Outreach.

    Prerequisite: To successfully use this feature, you must populate the Company Person object using the Load to Person action in a rule.

    To add a Shared C360 Layout in Adv. Outreach:
    1. Navigate to CoPilot > Email Templates.
    2. Either edit an existing template or click +TEMPLATE to create a new one.
    3. Click the Layout drop-down and select either a Link or Button.
  • For each option, you can select the display text and decide to Enable Link Tracking.
  • For the Button option, you can set the Width and Height.

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  1. Navigate to CoPilot > Advanced Outreach page.
  2. Create or edit an Adv. Outreach.
  3. In the Adv. Outreach model, edit an email step.
  4. Select an email template that contains the C360 link or button. The email template preview loads on the screen.
  5. Click on the Link or button in the preview. The Map Layout Token dialog appears.

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  1. Select a layout from the list and click Update. This dialog lists all of the available Shared C360 layouts in the Gainsight Org.
  2. Click SAVE and schedule the outreach as required. 

Notes:

  • Each email step in the AO model can have only one Shared C360 Layout. Even if you have multiple placeholders in the email template, all of the links will point to the same shared C360 Layout in the email step.
  • You can select a different Shared C360 Layout for each email in the Adv. Outreach model.
  • Only participants who are synced to the Gainsight Users and Gainsight Persons object can receive emails with C360 views.
  • Participants that aren’t synced will be dropped from the Adv. Outreach if they come to a step that has a link, and moved to a completed status.
  • If the Adv. Outreach has a Shared C360 link and you preview the email, a dummy link appears.
  • If you use the Email Copy option, and a Shared C360 Layout link/button is present, the email copy will be sent to the intended participant.
  1. Use External Events to Trigger an Advanced Outreach: Gainsight now provides you the capability to publish events from an external system (apart from SFDC and MDA). See the Tutorial: Use External Events to Trigger an Advanced Outreach for more information.

September 2017: 5.9 Release

Automatic Updates:

  1. Email Statistics for Participant Analytics: Admins can now view an Email Statistics tab when clicking on sections of the reports within Advanced Outreach Analytics. This tab shows percentages for the following statistics:
  • Delivered: The percentage of messages successfully delivered as part of your outreach.
  • Opened: The number of customers/contacts who opened your email.
  • Not Opened: The number of customers/contacts who did not open your email.
  • Bounced & Spammed: The percentage of messages that failed to be delivered because the recipient’s inbox is full, the exchange server is not accepting any more email, or the email address is invalid, deleted, inactivated, etc. This also includes messages that were marked as spam by the recipient when delivered.
  • Unsubscribed: The percentage of participants who have unsubscribed from your outreach.
  • Click Performance: The percentage of participants who have clicked on the survey link sent to them. This also tracks Unique Clicks compared to Total Clicks.

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  1. Exclusion List Deletion after Advanced Outreach is Published: Admins can now delete an Exclusion List from an Advanced Outreach even after it is published. After the list is deleted, if a participant that would have been excluded by the list is then added by a source, it will enter the participant cycle of the Advanced Outreach.

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  1. Advanced Logic for Multi-Variant Filters: The filters for individual variants within a Multi-Variant email now have Advanced Logic capabilities to better select segments of recipients. When setting filters, users will be able to select conditions other than equals, including not equals, greater than, greater or equal, less than, lesser or equal, contains, and does not contain. Users can select multiple filters and use Advanced Logic to select how the filters are applied with AND and OR operators. The AND operator denotes that all of the combined filter conditions are fulfilled by a contact for the variant to be sent to them. The OR operator denotes that at least one of the combined filter conditions must be fulfilled by a contact for the variant to be sent to them.

    For example, if you wanted to send the Spanish variant of a multi-language survey to customers in Spain and Mexico, you could configure a filter based on the Country field equaling Mexico and another filter based on the Country field equaling Spain. Then, you could use the OR operator, so that only one of the conditions needs to be met by a contact for this variant to be sent to them.

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  1. Partial Power List Schedule removed from Advanced Outreach Clones: Previously, when cloning an Advanced Outreach, a partial schedule of a Power List participant source was also copied. This partial copy has been removed entirely so that a schedule can be added by the user for cloned outreaches.

Incremental Improvements:

  1. Survey Settings in Advanced Outreach: For Adv. Outreach models containing surveys, you will now select the survey in the new Survey Settings page. The Survey Settings can be accessed by clicking the gear icon in the upper-right corner of the Advanced Outreach Model screen.

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In the Survey Settings page, users can select the survey for their Advanced Outreach, indicate if their email template contains in-line survey questions, and select the question they would like to use as part of an in-line survey.

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  1. Email Chain Model: A new model is available in Advanced Outreach that supports sending a series of related email outreaches, such as messages related to the Onboarding Process. You can now use Advanced Outreaches to accomplish everything you could with the original Outreach feature, apart from the Time Scheduler.

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Users can configure up to nine emails in the chain, with either Wait Timer or Conditional Wait steps between them. This model is linear, and it is not possible to create branching steps within the Email Chain.

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The Wait Timer step can be configured to wait a set amount of Days, Hours, or minutes before sending the next message.

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The Conditional Wait looks for a set condition to be met before sending the next message. Users can configure a Time Limit for how much time will pass before the Participant is either moved to the next stage of the Email Chain, or is moved to Completed. The function of the Time Limit field changes depending on the condition set. This is explained in more detail below.

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The conditions include:

  • Has Email Opened - The recipient opens the email.
  • Has Email Not Opened - The recipient does not open the email.
  • Has Link Clicked - The recipient clicks a selected link within the outreach.
  • Has Link Not Clicked - The recipient does not click a selected link within the outreach.

If the conditions for Has Email Opened and Has Link Clicked have not been met before the configured Time Limit, then the Participant will be moved to Completed.

For the conditions Has Email Not Opened and Has Link Not Clicked, the amount of time configured as the Time Limit must pass before the Participant is considered to have met the set condition. If the Participant does not meet the condition because they have either opened the email, or clicked the set link, they will be moved to Completed.

The Link Clicked conditions search for links within the email based on a “Contains” search. Users do not need to enter the exact link, but can instead enter text contained within the link, such as the domain. Users can configure these conditions for multiple links within the email by entering multiple values separated by commas. This feature will not operate if Link Tracking is not enabled.

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Users can delete any step they’ve added by hovering over the step’s icon and clicking the trashcan icon. It is not possible to delete a step without first deleting any steps that come after it in the chain.

Email templates containing surveys or reports can not be used with the new Email Chain model.

  1. Participant State for Uniqueness Criteria: When selecting Uniqueness Criteria for Advanced Outreaches, Admins can now decide if contacts with the same Uniqueness Criteria can only be added to the Participant Lifecycle once in the lifetime of an Advanced Outreach, or if they should be added again after reaching a selected Participant State. This feature can be configured so that participants can be re-added after reaching any combination of Participant States. For example, if you would like contacts to be re-added after they leave the Participant Lifecycle because they were “Knocked Off” or encountered a “System Error”, you can select those options. This option can be configured after the Advanced Outreach is published.
    Navigate to Participants Configuration > Criteria within an Advanced Outreach to locate this option.

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