IMPORTANT
After the October 2018 release, Admins cannot create new Custom Rules. Gainsight recommends creating Bionic Rules as they are more powerful than Custom Rules, and they help Admins reduce the number of overall rules that you need to configure and manage.

For assistance with Bionic Rules, check out the following resources:

 

This article explains how to setup rule actions. Before you setup the action(s), use the Create a new rule article for information on how to select your source object, which fields to Show, etc. After configuring the action(s), use the Scheduling Rules article.

Setup Actions

The following are the types of actions available in Rules Engine:
  • Call To Action (Create a CTA or Close a CTA)
  • Load to Usage Data
  • Load to Customers
  • Load to Milestone
  • Load to Features
  • Set Scores
  • Set Score 2.0
  • Send Email using Gainsight
  • Send Email using Marketo (Bionic Rules)
  • Load to SFDC Object
  • Load to Gainsight Object
  • Load To Relationship
  • Success Plans
  • Load to Company
  • Load to User
  • Load to People
  • Call External API
  • Load to Scorecard History
  • Load to PX
  • Load to GS Opportunity 

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Note: You can add a maximum of 50 Action Types for a rule.

Gainsight has Customize Mapping options for admins who want to modify the incoming picklist values. Admins can unselect this option if they want to map the same picklist values.

By default, this checkbox is selected for a rule with a cross data source picklist and mapping is mandatory. For the same picklist values, this checkbox is not selected. 

Note: Gainsight does not display any inactive picklist values because they can cause rules to fail.

Action Type: Call to Action (Create)

To create a CTA, select the Create CTA check box and fill out the following fields:

  1. Name: Used to title your CTA. Type @ to see options available for tokenized comments.
    Include in identifiers: If this option is selected, CTA name is used as an identifier along with the account, CTA Type, Reason, and Status (open and closed) while looking for open CTAs that should be updated. If there's an existing CTA for an account, but the CTA names have different values, then the rule will create the new CTA. If the CTA names are the same, and the CTA Type, Reason, and Status (open and closed) are the same, then a new CTA will not be created. The rule simply updates the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.
    IMPORTANT: CTA Action allows you to include tokens in the CTA Name. But, while rule execution the tokens get replaced with the values, and if the length of the CTA Name (including tokens) exceeds 80 characters, the CTA Name gets trimmed on the Cockpit page and the 360 > Cockpit page. For example, the CTA Name is 'Risk CTA_Auto Renewal' and you might have included a token in the Name, and now after the rule is executed, the Cockpit and 360 > Cockpit pages display the CTA Name as 'Risk CTA_Auto Renewal |Token Value' until 80 characters only. Gainsight recommends you to use tokens in a way that CTA Names don’t get trimmed.
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  1. Priority: Based on previously established Severity Types
  2. Type: Based on previously established Types
  3. Status: Based on previously established Status Types
  4. Playbook: Optional. Based on previously established Playbooks
  5. Reason: Based on previously establish Reason Types
  6. Owner Field: Optional. From the account level can be based on any user lookup field.
  7. Due Date: Run Date + x Days. Drop-downs below address treatment of weekends. 
    Note: If you are using playbooks here, then the due date of the CTAs triggered from this rule will get set with the latest date on either the CTA or the Playbook task. For instance, If you have assigned a playbook which has a Task Due Date as Assign Date + 10 Days, and if you set Due Date in the rule as Run Date + 5 Days, then the due date of the CTAs triggered from this rule are set with the Playbook task due date, as the playbook task due date is latest. Conversely, if you have a Playbook with a Task Due Date as Assign Date + 2 Days and you set the Due Date in the rule as Run Date + 5 Days, then the due date of the CTAs triggered from this rule are set with the Rule due date, as the Rule due date is latest.
    For more information on How to Manage CTA and Task Due Dates, refer to the Manage CTA and Task Due Dates article.
  8. Default Owner: Lookup field of all SalesForce Users. This will be used if the Task Owner field is not filled in OR if an account has not been assigned an owner.
  9. Link to an existing "Linked Object"Multiple relevant objects can be linked in a rule. All Linked Objects that are linked to the CTA type, will be available in the drop-down. When a linked object is selected from the drop-down, Admins can choose the field to which it should be linked from the Show fields. For more information, refer to the Create CTA Forms Using Linked Objects article.
  10. Additional Fields: This is a list of fields added to the default group from Admin > Calls to Action > Detail view layout configuration, and these fields can be mapped with the show fields added from the Setup Rule page.
  11. Post Update to Chatter: Used to control the frequency of Chatter updates. (see Note below)
  12. Post Update to Comments: Used to control the frequency of Comments updates. (see Note below)
    Note: For the above fields, you can select the update frequency as Once, Always, or Never. If Once is selected, Chatter/Comments will be updated for the CTA only the first time the rule is run. If Always is selected, Chatter/Comments will be updated for the CTA every time the rule is run, and if Never is selected, Chatter/Comments will not be updated when the rule is run. These settings do not prohibit users from posting comments on Chatter as often as they like; they just control how rules update the CTA.
  13. Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.
  14. Create CTA once in: Following are the conditions when this option is unchecked or checked:
    • Unchecked: if this checkbox is not selected then every time the rule is run, Rules Engine triggers a CTA only if the previously triggered CTA is closed.
    • Checked: If this checkbox is selected then every time the rule is run, Rules Engine  restricts the creation of CTA irrespective of the previously triggered CTA’s status (open/closed), until the selected timeframe. Once the timeframe is reached, a CTA is triggered.
      However, when both Include in Identifiers and Create CTA once in X days checkboxes are selected, the Create once in X days takes precedence and a new CTA is created on X+1 day even if there is a CTA open with the same identifiers.
      • Do not create the CTA if the previously created is not closed: If this checkbox is selected then every time the rule is run, Rules Engine restricts the creation of CTA even after X+1 day, until the previously triggered CTA is closed.

Note: If a triggered CTA is deleted, a new CTA is triggered after the next rule execution irrespective of the checkbox selected or not.

  1. Advanced Logic: Advanced Logic allows you to modify the operator (AND, OR) and update the logic as required. This logic is case-sensitive.
  2. Click SAVE to move to the next step or click +ACTION to add more actions.
    Note: The Call to Action action type will not be available unless the Account::ID field is added to the Show section of the of the rule.

Updating Existing CTAs with Rules

Based on the identifiers used in the CTA action, CTAs are up-serted (Type and Reason are default identifiers). If there is an existing CTA that matches the identifiers, then it is updated. While updating:

  • Priority is updated if the new Priority is higher than the existing CTA's priority.
  • Chatter/Comments are updated based on the "Post update to chatter and/or comments" flag.
  • If existing CTA does not have a playbook and the new CTA has a playbook, then the playbook will be applied. 

Manage Calls to Action (CTA's)

To see the list of CTAs created from the Rules Engine, navigate to Cockpit > List View. For more information about how to manage CTA workflow, refer to the Create manual Calls to Action & Tasks article.

Managing Calls to Action (CTA's)

Action Type: Call to Action (Close)

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Use this option to close a CTA when the trend is reversed.

For example, when a CTA is created for a drop of 30% in usage, then you can close the CTA when the usage has increased week over week by 20%. Two use cases: (1) Close the CTA when trend reversal actually happens instead of the CSM closing manually (2) Get rid of false positive scenarios like usage drop on a holiday.

To close a CTA, select the Close CTA check box and fill out the following fields:

  1. CTA ID: Select ID from the drop-down list.
    • Include CTA ID as Identifier: In the Close CTA action, Admins can now select the CTA ID > Include in identifiers check box to validate if the CTA ID should be included in identifiers while closing CTAs.
      Note: When you select the Include in identifiers check box, the Type, Source, Reason, and Set CTA status to fields will become disabled and restricts the rule to mapping only with the CTA ID field. Only CTA ID will be used as an identifier while closing the CTA.
  2. Type: Risk, Opportunity, or Event. 
    Note:  You cannot close Objective type CTAs via Rules Engine.
  3. Reason: Based on previously establish Reason Types
  4. Source: Manual, Rules and/or Survey. Select one or multiple.
  5. Set CTA status to: Closed Lost, Closed Success, or Deprecated Internal Escalation.
  6. Comments: Optional and shows up in the comment section of the CTA. Type @ to see options available for tokenized comments.
    Notes:
  • The Call to Action action type will not be available unless the Account::ID field is added to the Show section of the of the rule.
  • If a CTA with the same Type, Reason, and Source exists, this rule will close the CTA. You can then click SAVE to move to the next step, or click +ACTION to add more actions.
  • CTA types associated with relationship types are available in the CTA type drop-down. CTA status associated with the Relationship type, CTA type, Global active All, and Private All are available. CTAs of the selected Relationship type can be closed.
  • While Closing CTA's, the Criteria configured is used only to filter out the applicable Accounts. While closing CTA's it is recommended to close by CTA ID.

Action Type: Load to Usage

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Select the Load to Usage action type if you want to take data from an object in Salesforce and load it into the Gainsight Usage Data object. You might use this option to take data from an existing usage data object to the Gainsight object or to show ticket trends by day/week/month.

Prior to creating a Load to Usage action, you need to ensure that there is a field in the Usage Data object to which to push the data. Fields will be automatically created when you create measures. For more information about the creation of measures, refer to the Usage Data Configuration article.

Fill out the following information when creating this action:

  1. Action Type: Load to Usage.
  2. Field mappings: This is a list of fields from the Show section in the previous step.
  3. + FIELD MAPPING: Use this option to add additional custom field mappings. This is where you can map the date which will have special functions available with respect to the rule date.
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. 

When you finish, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule.

Additional Notes:

  • Account:: ID and Date must be mapped.
  • USERLEVEL Aggregation name is not mandatory and when it is not mapped or mapped with incorrect values, the data is loaded at Account Level.
  • While loading Instance or User level data, the user configuring the rule should make sure Instance ID and User are mapped for each case respectively or there will be validation errors while inserting the data.
  • Rules can not be used to set values to null, or to remove existing data.

Click SAVE when all steps are completed. Click +ACTION if you would like multiple actions on this rule. When you complete adding all of the actions, click Schedule to define how frequently and when the rule should run. For a data load operation, it is ideal to run it once every week.

Action Type: Load to Customers

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The Load to Customers action is used in cases where one may want to take data from an object in Salesforce and put into Gainsight.

Example: Sync accounts with a status of "Customer" into the Gainsight Customer object or setup an action to sync the account status to the Gainsight status.

In the previous step, Account ID and Customer Stage are chosen as fields to use. Fill out the following information:

  1. Action Type: Load to Customers.
  2. Field mappings: This is a list of fields from the "Show" box in the previous step.
    Note: Account ID must be mapped.
  3. + FIELD MAPPING: Use this option to add additional custom field mappings. In the above example we are mapping customers with a Status of "Active"
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. 

When you finish, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule. Once you complete adding all of the actions, click Schedule to define how frequently and when the rule should run. It is recommended to run a rule that is set to Load to Customers every day.

Action Type: Load to Milestone

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A rule can be created to automatically load information directly to Milestones.

  1. Select the source object and setup the condition for the rule run.
  2. In Setup Action, select the Action Type as Load to Milestone.
  3. Select the Constant or Show Field check box for Date.
  4. Select the appropriate option from the drop-down list for Milestone field.
  5. (Optional) Provide comments as depicted in the screenshot above.

Use cases may include:

  • Create a milestone when a case is created
  • Create a milestone when a usage has crossed a threshold
  • Create a milestone when unique number of users logged in is = number of licenses

Use cases that cannot be supported:

  • Create a milestone when a case is closed, unless there is a separate field capturing the close date of the case
  • Create a milestone when the stage of customer has changed. There is current no capability to capture the event of stage change

NoteThe list of the milestones are displayed for both Account and Relationship types. Relationship tokens (based on the selected Relationship type) are available while adding comments.

Action Type: Load To Features

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The Load to Feature action may be used when you are tracking features at the Customer level. Most likely, you'll want to have features added to your C360 page so people within your organization can see this information easily. For detailed instructions, refer to the Rule to Action: Load to Feature article.

  1. Product: Select the product
  2. Feature: Select the feature
  3. Licensed: Licenses / Not Licensed / Do Not Update
  4. Enabled: Enabled / Not Enabled / Do Not Update
    Notes: While selecting the value for the two fields above:
  • Constant is used to manually set a value. This is usually combined with a Filter Criteria for the desired effect. For example, if an Account has positive report export counts, then set it as an enabled feature. Constant enables you to pick a value from a simple list of possible options such as Is Feature X licensed or not?, Is Feature X enabled or not?, and so on.
  • Whereas Show Field enables you to pick the value directly from a field you have queried. The benefit is that if there is a checkbox/boolean field that already exists in your source data that shows whether or not it is enabled, the same value will be fetched directly. If you are using the Show Field option, the source field must be of “Boolean” Type, and must be added in Rule Setup “Show” section.
  1. Comments: (Optional) Select the Replace Comment option to replace the comments and not concatenate the comments to the existing ones.

Possible Use Cases:

  • An opportunity has boolean fields that include which features are enabled or not. Based on this data, can automatically update the features table.
  • If Usage data contains a measure or measure group with value greater than 0, that feature is used and can be added to features table for that customer.

Action Type: Set Score

Action Type: Set Score
 
Note: (Set Score, Set Score 2.0 and Load to Scorecard History actions are visible only if account/relationship identifier is added to show fields section).

Multiple Set Score actions are allowed per rule. Fill out the following fields:

  1. Select Measure: Pick one from a list of your scorecard measures
  2. Set Score from: Choose what the score for that measure should be set to when this rule fires
  3. Comment: Optional and will show up in the comment section of the scorecard measure
  4. Criteria: Use the fields you added to the Show section in the previous section to fine tune which customers scores should be updated.

Click SAVE to move to the next step. Click +ACTION to add more actions.

Action Type: Set Score 2.0

You can use the Set Score 2.0 option to set Score for an Account or a Relationship. The Set Score 2.0 option is available in the list of Action Types as shown in the following image.

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Enter the following details:

  1. Select Account Identifier: Select a identifier which uniquely identifies an Account. 
  2. Select Measure: Select the Measure whose Score must be set.
  3. Select Scorecard: This field displays the list of Scorecards in which the Measure selected in the above step, is used. Select one of the Scorecard.
  4. Set Score from: Choose what the score for that measure should be set to when this rule executes.
  5. (Optional) Comments: You can add comments in this field. These comments are displayed in the Comments section of the Scorecard on the C360/R360 page. You can add Comments only if the Clear Existing Comments check box is not selected.
  6. (Optional) Clear Existing Comments: When you select this check box, the existing comments for the respective Measure are deleted whenever the rule executes. When you clear this check box, a text box is displayed for entering your comments. The existing comments are replaced by your comments, when the rule executes.
  7. (Optional) Criteria: Click + CRITERIA to add fields from the Show section of your dataset, to add criteria for setting score.
  8. (Optional) Click +ACTION, to add more actions.
  9. Click SAVE.

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NoteSet Score 2.0 and Load to Scorecard History actions are visible only if account/relationship identifier is added to show fields section.

The Rules Execution Excel sheet displays these details; Company Name, Scorecard Name, Current Score, Current Label, Previous Score, and so on to avoid confusion about GSID. However, this improvement is only applicable to the Set Score 2.0 action type, and not yet implemented in the Load to Scorecard History action type.

Action Type: Load to Scorecard History

You can use this Action type to Load data into the Scorecard History object. This action type is helpful during onboarding, for example, when you are integrating historical customer health score data.

Enter the following details:

  1. Operation: Select either Insert or Upsert option. Insert option creates new records. However, Upsert option updates existing records. If no matching record is found, only then it creates new records.
  2. Select Account Identifier: Select the required account identifier for which records are updated in the Scorecard History object.
  3. Select Measure: Select the Measure whose Score must be set.
  4. Select Scorecard: This field displays the list of Scorecards in which the Measure selected in the above step, is used. Select one of the Scorecard.
  5. Time Granularity: Select a value for which action related calculations are performed.
  6. Date Identifier: Select a date for which scorecard history details are stored.
  7. From Date: Select a date from the Calendar. This is the start date of the date range within which the action related calculations are performed. The date range allows a maximum limit of six months.
  8. To Date: Select an end date of the date range from the Calendar.
  9. Set Score from: Set the score as required.
  10. (Optional) Criteria: Click + CRITERIA to add fields from the Show section of your dataset, to add criteria to load score.

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Action Type: Send Email using Gainsight

Note: This Action Type is available only in Custom Rules.

Use this option to send email only for the following three use cases:

  • You need to leverage Salesforce email templates instead of Gainsight’s email templates.
  • You want to send an email and initiate another action such as create a CTA.
  • You want to send an email campaign without the unsubscribe link (limited to 1000).

Perform the following steps to create the Send Email action.

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  1. From the Action Type drop-down list, select Send Email. A new page is displayed.
  2. To restrict how frequently a contact can receive an e-mail, select the Send email once in check box and specify the number of days.
    Note: You can also choose to select the Lifetime option, which means that the email will be sent only once in the customer`s lifetime.
  3. From the Email Service drop-down list, select the required email service. The available options are Gainsight Email Service and Marketo.
    1. The Gainsight Email service is available by default.
    2. You can also use Marketo as an email service. For information on working with the Marketo e-mail service, refer to the Marketo: Setup Steps in Gainsight article.
      Note: The Gainsight Email Service will soon be deprecated. It is recommended to use Journey Orchestrator / Programs for its better capabilities. 
  4. From the Email Template drop-down list, select the appropriate SFDC email template. For more information, refer to the Gainsight_Email_Templates_with_Tokens_(non-JourneyOrchestrator) article.
  5. In the From Name field, enter or select the name that must be displayed in the From field of the e-mail.
  6. In the From Email field, enter or select the e-mail from which it is being sent.
  7. From the To drop-down list, select the recipients to whom the email must be sent. You can select one of the following options - Accounts, Contacts, or Email Address
    Note: If you select the Contacts or Email Address option, the corresponding identifiers have to be selected as well.
  8. In the Reply To field, enter or select the e-mail address to send replies.
  9. Select the Mark this as operational email check box, if you want operational emails to be sent to all users including the unsubscribed ones.
  10. Select the Add “Manage your subscriptions preferences” link check box to provide a link to the recipient to unsubscribe from email communications.
  11. In the Criteria pane, select +CRITERIA to define criteria for the action.
  12. Select either the Show Fields or the Others radio button. Click Ok.
    Note: The Others option enables you to select fields from the Account, Customer Info, Contact, and Account Contact objects, while defining the criteria.

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  1. Enter the required criteria.
  2. Click SAVE to move to the next step or +ACTION to add more actions. Click RUN NOW to run the rule immediately, or schedule the rule to run at a specific time.

Action Type: Send Email using Marketo

This action type is available only in Bionic Rules.

You can send emails using Marketo from Bionic Rules with the new action type Send Email using Marketo. This action type will be visible only if you have Contact Id or Email Address as Show fields in the Setup Rule step. 

  1. Navigate to Administration > Rules Engine
  2. Create or open an existing bionic rule. 
  3. Select an object with Contact ID or Email Address fields. This is a mandatory step to use the Send email using Marketo option.
  4. Click + ACTION and select the dataset task. This task needs to have an Account or Contact as the source object. 
  5. Select Send Email using Marketo as the Action. 
  6. Provide a description (optional). 
  7. Select a campaign from the Send Campaign list. The list of campaigns are fetched from Marketo directly. For more information, refer to the Marketo Documentation article.
  8. Select a field from the To list. The To list specifies to which contacts the email must be sent. This can be either an ID field or Contact fields or a field having lookup to Account or Contact object. 
  9. (optional) Add a criteria. 
  10. Click SAVE to save the email action.

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Action Type: Load to SFDC Object (Case or Leads)

While setting up the Load to SFDC Object action type for the Case or Lead objects, you can select the Run Auto Assignment Rules checkbox to assign the created cases or leads to a user that is already defined in Salesforce. Otherwise, the cases or leads created will be assigned to the logged in user automatically.


Action Type: Load to Company

Load to Company Action Type is available in Bionic Rules. Whenever you want to update the action on Company standard object in a Bionic Rule, you can now update by selecting the Load to Company option from the Action Type drop-down list on Setup Action screen. 

You should configure the lookup field mappings section to populate GSID values to the CSM and Parent Company fields, while ingesting records into the Company object. You can perform lookup field mappings using either the Direct or Self lookup methods.

  • Direct: In Direct lookup, GS ID values are populated into the target field (here CSM fields) from a GS ID field of another object.
  • Self: With Self lookup, GS ID values are populated to the target field (here Parent Company fields), by looking up to another GS ID field of the same object (here Company object).

In this setup, Direct lookup method would be used to populate GS ID values to CSM field and Self lookup method would be used to populate GS ID values into the Parent Company field.

Assumptions:

  • The source dataset has a CSM Email field which stores Email IDs of CSMs (Account object in SFDC has CSM Email field).

To configure lookup field mapping for CSM field:

  1. Select Upsert as the Operation Type.
  2. Click the Import Lookup icon for the Company::CSM target field. The data import lookup configuration window is displayed.
  3. Perform the following tasks:
    1. From the Lookup Type field select Direct.
    2. In the From field, select the User object.
    3. In the Match by field, match CSM Email field of source dataset with the Email field.
      The fields from the left drop-down menu are populated from the source dataset. The fields from the right drop-down menu are populated from the User object.
    4. Select Use any one match from the When multiple matches occur field.
    5. Select Insert null value(s) from the When no matches are found field.
    6. Click Apply.

With this setup, whenever a record in the CSM Email field from source dataset matches with the Email field of User object, the GS ID of corresponding record from User object is ingested in to the CSM field of the Company object.

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To configure lookup field mapping for Parent Company:

  1. Select Upsert as the Operation Type.
  2. Click the Import Lookup icon for the Company::Parent Company field. The data import lookup configuration window is displayed.
  3. Perform the following tasks:
    1. From the Lookup Type field select Self.
    2. In the Match by field, match SFDC Account ID field with the Parent Account ID field.
    3. Select Use any one match from the When multiple matches occur field.
    4. Select Insert null value(s) from the When no matches are found field.
    5. Click Apply.

With this setup, whenever a record in the SFDC Account Id field field matches with the Parent Account ID field, the GS ID of corresponding record is populated in to the Parent Company field of the Company object.

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Enter the following details:

  1. + DERIVED MAPPING: Since the source might not have Parent Company ID and CSM user ID, it is mandatory to identify and map appropriate source fields and fetch GSIDs to Parent Company and CSM in the Company object. This mapping enables lookup to the same or different Gainsight object and fetches GSIDs from the lookup object to the target field. For more information about the derived field mappings, refer to the Data Import Lookup article.Snip20191014_48.png
  2. Field mappings: This is a list of fields from the "Show" section from the Dataset. Ensure that you map all the important fields in this section. 
  3. + FIELD MAPPING: Use this option to add additional custom field mappings. 
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. 
    Advanced Logic: Advanced Logic allows you to modify the operator (AND, OR) and update the logic as required. This logic is case-sensitive.

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When you finish, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule. Once you complete adding all of the actions, click Schedule to define how frequently and when the rule should run.

Note: When migrating rules with the Load to Company action using Gainsight's migration feature, lookup configurations will also be migrated. For more information on migration, refer to the Cross-org Migration article.

Action Type: Load To Relationship

You can create relationships for an account automatically using the Load to Relationship Action Type. For more information on how to use Load To Relationship, refer to the Automating Relationship Creation for an Account article.

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When you select the Action Type as Load to Relationship, you can configure Relationship Type as a field mapping. This allows you to configure multiple Relationship types within a single Load to Relationship action, thus eliminating the requirement to create multiple actions.

You can use this Action type in two ways: 

Dynamic Mapping 

If the Relationship Type ID field is present in your source dataset, you can map it to the target Relationship Type field to dynamically populate Relationship Type.

The following example demonstrates a use case where you could use the Dynamic mapping capability.

  • You have defined a Relationship Type for each of the Products you sell in your organization and the Relationship Type name is the same as the Product Name.
  • You also have a subscriptions object where each Subscription has the details about the Product you sold and the company you sold that product to.
  • You can merge Subscriptions with Relationship Type object using a single merge task to get the Relationship Type ID field by using Name as the merge key.
  • You can then map this field from the source in the Load to Relationship action type, to dynamically create Relationships across multiple relationship types using a single action.

Prerequisite: To use the Load to Relationship Action type dynamically, ensure that Relationship Type ID is included in the Source dataset

To use Load to Relationship Action type dynamically:

  1. Click + ACTION.
  2. Select the Load to Relationship Action type.
  3. Map the queried Relationship Type ID field to the target Relationship Type (Picklist) field.
  4. Check the default value check box and choose a default Relationship Type if applicable for you use case.
  5. Select the Include in identifiers check box.
  6. Perform other required mappings.
  7. Click SAVE.

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Mapping the Relationship Type, Account Id, and Relationship Name fields is mandatory. It is also mandatory to select Relationship Type as an identifier. You must have at least two identifiers.

Manual Mapping 

If you have not included the Relationship Type field in the Source Dataset, you can manually map the Relationship Type.

To use Load to Relationship Action type manually:

  1. Click + ACTION.
  2. Select the Load to Relationship Action type.
  3. Click Add Custom Field.
  4. Map the selected relationship type to Relationship Type (string) field.
  5. Select a Relationship Type from the list of available relationship types
  6. Select the Include in identifiers check box.
  7. Click SAVE.

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Mapping the Relationship Type, Account Id, and Relationship Name fields is mandatory. It is also mandatory to select Relationship Type as an identifier. You must have at least two identifiers.

If the source dataset has Relationship Type field as null for a record, then the default value will be used for that record. If no default value is selected, then relationship is not created for that record and it would be marked as an error.

Action Type: Success Plans

The Success Plan Action Type option is helpful if you have a large number of Accounts for which you want to generate Success Plans, and you’ve configured plan templates, containing Playbooks with Objective CTAs.

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  • Action Type: Select Success Plans.
  • Plan Name: Enter an appropriate name for the success plan name. Optionally, use tokens to add dynamic text to the plan name.
    IMPORTANT: Success Plans action allows you to include tokens in the Success Plan Name. But, while rule execution the tokens get replaced with the values, and if the length of the Plan Name (including tokens) exceeds 80 characters, the Plan Name gets trimmed on the Cockpit page and the 360 > Success Plan page. For example, the Plan Name is 'Risk SP_Auto Renewal' and you might have included a token in the Name, and now after the rule is executed, the Cockpit and 360 > Success Plan pages display the Success Plan Name as 'Risk SP_Auto Renewal |Token Value' until 80 characters only. Gainsight recommends you to use tokens in a way that Success Plan Names don’t get trimmed.
  • Plan Type: Select the appropriate plan type. This drop-down box populates values that are configured in the Success Plan Configuration.
  • Template Name: Select the appropriate template name. This drop-down box populates values that are configured in the Success Plan Configuration and associated with the selected Plan Type.
  • Plan Status: Select the initial status of the plan when it’s created by the rule. For example, initially, you might want to create this Success Plan as a Draft.
  • Owner Field: (optional) Select the appropriate field if you want to dynamically assign the owner.
  • Plan Due Date: Enter the appropriate value for the plan due date (N days after the rule creates the Success Plan).
  • Default Owner: Enter a default owner in case you have not selected a value in the Owner Field text box, or the Account does not yet have an assigned owner.
  • Post update to chatter: Select Once, Always, or Never, based on whether and how often you want the Comments to post to chatter. Chatter comments will post for all accounts for which the rule generates a success plan.
  • Comments: Enter comments, if any. Tokens may be used to add dynamic text here.

For more information on how to prevent the creation of duplicate Success Plans using Rules, refer to the Prevent Duplicate Success Plans section in the Creating Success Plans Using Rules Engine article.

Action Type: Load to User

Load to User Action Type is available Bionic Rules allows you to update the Gainsight User standard object, which is used to store Gainsight User information. Only Update operation is supported with this Action type.

For more information on Gainsight User, refer to the Gainsight User Object article.

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Provide the respective details in the Setup Action screen:

  1. Operation: Update (Only update is available.)
  2. Field mappings: This is a list of fields from the "Show" section in the previous step in Setup Rule.
  3. + FIELD MAPPING: Use this option to add additional custom field mappings. 
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points. 

Action Type: Load to People

The Load to People Action Type, available in Bionic Rules allows you to update the Person, Company Person and Relationship Person standard objects, which are used to store Gainsight Person model information. For more information about Gainsight Person object model, refer to the Gainsight Person Object Model article.

You can refer to the Load to Person Model Using Rules Engine article for a detailed step by step procedure on configuring this action type. 

Action Type: Call External API

This action type allows you to interact with external applications. You can use this action type to automate various business processes. For more information about the configuration of this action type, refer to the Call External API Action Type article.

Action Type: Load to PX

This action type allows you to push data from CS objects to Gainsight PX entities. For more information on how data is synchronized from CS to PX via Rules Engine, refer to the Load to PX Action Type article.

IMPORTANT: To start using the Load to PX Action type from the Actions drop down menu, contact Gainsight Support to get this Action Type enabled for you.

Aggregation Across Accounts and Limitations

When setting up a rule, if you drag-and-drop an Account ID field and select aggregations on it using the field's drop-down menu, you can only implement Load to SFDC Object and Load to Gainsight Object action types. The following image describes how to select an aggregation on the Account ID field.

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If you want other action types to be made available while you are setting up a rule, you must drag-and-drop the Account ID field in the Show section.

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Action Type: Load to GS Opportunity

This action type allows you to load data to the GS Opportunity object by using Salesforce Connector. However, if the data to be loaded is present within Gainsight, you can use the Load to GS opportunity action type. You can use this action type to maintain data in the GS opportunity action type. For more about the configuration of this action type, refer to the Use Load to GS Opportunity Action type article.