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:

 

 

My data file contains multiple date formats. Can I load my data into Gainsight using S3 connector or S3 task in Bionic Rules?

The features which are supported in S3 connector, will be supported in S3 Task in Bionic Rules soon. If your data contains date formats which are supported in Bionic Rules, the suggestion would be to use Bionic Rules as opposed to S3 connector. Otherwise, You can still use S3 connector and it can later be migrated to Bionic Rules once Bionic Rules has all the capabilities.

Note: S3 Task in Bionic Rules has a lot of advantages over S3 Connector. Feature by Feature comparison is listed below:

S.No.

Feature

S3 Connector

S3 as a Source in Rules

1 Ability to trigger the Data Load process post file upload in Gainsight managed bucket Yes Yes, but requires some technical setting to be done.
2 Ability to trigger the ingest process post file upload in Custom bucket No Yes
3 Encryption support for Gainsight Managed bucket Yes Yes
4 Encryption support for Custom Bucket. No Yes
5 Move the file to Archived Folder once processed Yes No
6 Move the error file to error folder (if any) Yes No
7 Import Lookup - Loading Data into GSID’s Yes This is doable via merges and transformations within Rules.

8

Files of sizes greater than 200 MB supported/ recommended

No

Yes

9 Supports dynamic S3 file names No Yes
10 Support for dynamic folders in the file path No Yes
11 Support for file encodings Yes No
12 Support for compressed files No Yes
13 Date/Datetime format support Yes Not all formats that are supported in S3 connectors are supported here
14 Ability to preview S3 File at the time of configuration No Yes
15 Webhook notification back to customers, once the ingest process gets completed Yes No
16 Ability to transform/ manipulate data before loading to an MDA object No Yes
17 Do not trigger a rule when the data is not available It is possible with events based rules now. Yes
My data file contains special characters like \, "o", 'o' etc. - Are there any special considerations to be taken?

There are options to select the delimiter, text qualifier, and escape character in the S3 task in Bionic Rules which ensures that your data file is read correctly and no data gets corrupted.

Note: You need to use the appropriate delimiter, text qualifier and escape character based on the data that you are loading.

Date Formats: What is the list date formats that Gainsight supports?

S3 connector supports a lot of date and date-time formats. Not all are supported in S3 task in Bionic Rules yet. The plan is to support all the date and date-time formats in Bionic Rules S3 task as well.

How do the Constant and Show field settings impact a 'Load to Features' rule?

In 'Load to Features' Action, Constant and Show field settings are required for Licensed and Enabled fields. The following is the description of these settings:

  • Constant: This setting shows predefined values that can be selected. For example, In case of ‘Licensed’ field the user can choose from ‘Licensed’, ‘Not Licensed’, and ‘Do not update existing value’.
  • Show: This option enables the user to pick any boolean field added in the Show field during data set creation. Only boolean data type fields would be available for selection. This option provides the flexibility to update the value based on the source data itself instead of creating separate actions with criteria for each value.
Why can't I save my rule's schedule?

If you have configured a rule and are having trouble saving its schedule, check the rule's name and description fields. If either field contains quotation marks, remove them, and try saving your schedule again.

When should I create a Custom Rule instead of a Bionic Rule?

Eventually Custom Rules will be removed, so Gainsight recommends that you use Bionic Rules to leverage more of the Rules Engine capabilities.

Gainsight is developing a utility to assist with migrating Custom Rules to Bionic Rules. The following capabilities which are supported only in Custom Rules will be supported in Bionic Rules, once the Custom Rules migration utility is available.

  • Send Email with Marketo Email Service
  • Few scenarios of Calculated fields
Is there a way to assign scorecards to accounts based on criteria from custom fields on the account or customer info objects?
  • Create a rule to fetch these fields from Account or CustomerInfo.

  • Configure multiple Scorecard Actions.

  • You can use Action Criteria on these Scorecard actions to create different classes in the dataset.

What causes partial success?

Partial Success Status is applicable only for Rules with an S3 Dataset. This status contains is indicated by an yellow triangle. If an S3 Dataset task could not ingest all the records from source csv/tsv file to Gaisnight, this status is generated. Within the Partial Success status, you can find a red download icon, which contains list of records which failed to ingest and also error messages.

When running a Bionic Rule in Salesforce, what SF user is actually running the process?

Bionic Rule executes in OAuth User’s context.

How do I troubleshoot a rule failure?

• Check the Logs in the Rule details screen on the Rules Engine list view

• Most common error message ‘Invalid Query’; typically, due to invalid logic or permission issues

• Perform manual test-run to examine the rule results; results are emailed to the user who ran the rule.

• Recreate rule piece-by-piece in separate test rules. Continue to test the rule until you’ve discovered exactly where the problem area is.

Note: When a rule fails, the schedule associated with that rule is paused. You must resume the schedule. 

Can I export a list of all of my rules?

Yes. For more information, refer to Gainsight Config Snapshot.

What permissions do I need to use certain objects in my rule?

To use an object or field in Setup Rule, you will need Read-Only permission for that object or field. For any of the actions (including Load to SFDC), you will need Read and Write permissions to that object or field.

What permissions do I need to access the Settings Gear, and add objects?

In order to access the Settings Gear in the Rules Engine, you need the Gainsight Special permission set. If you need access to the Rules Config (Permissions - Rules Load Actions), contact your Salesforce Admin and request the "Gainsight Special" permission set. 

Can I filter on Long Text fields in rules?

No.

Can I use a rule to set values to null, or to remove existing data?

No. (We have heard requests from a few customers to add this functionality. Feel free to visit the Gainsight Community to add to the conversation.)

Where can I view a list of Gainsight Objects to Field mappings?

Navigate to Setup > Installed packages > click JBARA CSM > View Components. You will see a list of all Apex Classes, VF Pages, Objects and Fields that are part of our Managed Package.

Can I delete data from SFDC using the rules engine?

The rules engine can insert, upsert, and update, but does not support the delete function, and should not be used to try and delete data in SFDC or Gainsight. As a workaround, Admins can delete data from SFDC by exporting the data out, deleting it with jitterbit, dataloader, or a similar tool. Alternately, a script could be run via workbench or the developer console.

SOQL vs. SQL in Rules

When building a rule, keep in mind the rules engine is using a SOQL query, and not a SQL query:

‪1. SOQL does not support the ability to MIN/MAX on Date/Time Fields‬.

‪2. When MAX is applied to a date field in a SOQL query, MIN is applied to the other fields in the table (limitation of using a SOQL query). ‬

Add Objects for Use in Rules Engine

When you create a new object in the MDA, you must add it to the Rules Engine settings for use with rules. In the Rules Engine, navigate to the gear icon in the top right corner and click Permissions - Rules Load Actions. In the Data Load Configuration, select "Matrix Data" to find the missing object and hit the "+" icon to move the new object from available to selected fields.

Rule Timeouts

For information on why rules sometimes timeout, and how to solve these problems, refer to the How to Troubleshoot Timeout Errors in the Rules Engine article.

Why don't I see any records in the rule results preview?

When using the Rules Engine, users may be unable to return any records using the Preview Results option on the Setup Rule page. When this occurs, and you have confirmed there are records that should match the rule’s query criteria, it may indicate that the user does not have API permissions enabled at the profile level.

Navigate to SFDC Setup > locate the profile of the user who is experiencing the issue. At the profile level, select the “API Enabled” permission. This should resolve the problem.

 
Can I schedule rules at the same time? 

Yes, the rules will run in parallel. Since that is the case, if there is a dependency between multiple rules, make sure to schedule them with a generous amount of time in between. If they are related, you can create a Rule Chain to ensure that they will run sequentially.

What happens to the schedule of a cloned rule?

When you clone a rule, the schedule of the source rule is not copied to the target rule (cloned rule). You must manually schedule the cloned rule.

How do I do a merge? 

A merge is used to combine the records of two or more tables based on a related column between them. To learn more, refer to Merge Tasks in Bionic RulesBest Practice Tip: If you need to add a field to a query after several merges, make sure that the field is being added after every merge.

How do I use cron expressions? 

Cron expressions allow you to use the Advanced Scheduler to set sophisticated schedules. To learn more, refer to Cron Expression for Advanced Scheduler in Rules Engine.

How do I execute an action based on the absence of data (i.e. the value is null)? 

A good example of this is with Scorecards. You can set a score as yellow or red based on the presence of data (e.g. support tickets), but how do you set a score as green? With Bionic Rules, you can do this in one rule. You pull two data sets, 1) all active customers and 2) all support tickets, and you perform a left merge. If the support ticket fields are null in the new table, then you set the score as green for those customers.

I keep getting timeout errors in the Rules Engine. 

A timeout error typically occurs when the amount of data referenced is more than what the system can process. There could be a variety of reasons for this: the object has a massive amount of data, resource utilization is hitting a limit, or the query is not selective enough. For more strategies on dealing with these issues, refer to How to Troubleshoot Timeout Errors in the Rules Engine.