This article explains how to create a general usage metric that tracks usage compared to the licenses to produce a utilization percentage.  In this scenario, we use rules to populate the usage field and a licenses field, which will be created.  These fields and rules can be adapted for different business cases.

Create New Metrics

First, create the metrics that will make up the utilization percentage formula.  Licenses divided by Active Users (Usage Measure).

  • Navigate to Setup > Create > Objects > CustomerInfo Object
  • Create New Field > Select Number Field > Name “Licenses” > Continue and Save
  • Repeat process to create “Usage Measure” field.

Create Formula Field

Create Formula Field
  • Navigate to the Setup tab in SFDC > Create > Objects > Customer Info
  • Create a Utilization Example formula field that will calculate for the desired number.  
  • Select Formula > Percent or Number > Insert Above Formula  (Note: this is just an example and can be altered.)

Add New Formula Field as Usage Measure

  • Administration > Usage Configuration > Add Measures > Type “Utilization Example” and it is now created on the Usage Data object to be tracked.
  • Process > Add All Measures
  • This is the field we will feed each week to create a usage data point for Utilization.

Feed Measures via Gainsight Rules Engine

Feed Measures via Gainsight Rules Engine

Rule #1 sums Licenses weekly from Opportunities to simulate how many people should be using the given system.

  • Navigate to Administration > Rules Engine > +Rule
  • Show: Opportunity Account ID (Required to map to account)
  • Opportunity SUM of USERS (Summing what will map to licenses measure for calculation.  Can be similar metric on opportunity, product, entitlement object, etc).
  • Opportunity MAX of Close Date (To find most recent opportunity to pull users from).
  • Filter: Opportunity Stage = Closed Won (To find most recent closed won opportunity).
  • Continue to Setup Action
  • Select Load to Usage
  • Map as Follows:

- Opportunity: Account = Account (string)

- Opportunity: SUM of Full Users = Licenses (Double)

  • Save and Schedule Rule to run Weekly before other Usage Data rules.

Rule #2 tracks the weekly usage measure designed to show how many contacts, or active users, are using the system.  In most cases, Gainsight will already track this data through an organization’s usage.  The rule will mimic pulling from an MDA subject area, named Test, where Usage Data may be stored externally.

Show: Count Distinct of Contact ID (Counting unique instances of a contact using the product in the given week.)

Account ID (to map to Account)


Date >= Subtract N Days from Rule [365] (to look at any Contacts that had usage in the last year, which should be consistent with licenses for the year)

Metric > 0 (Used to indicate active users for this period)

Similar to above:

  • Continue to Setup Action
  • Select Load to Customer Info
  • Map as Follows:

- Account = Account (string)

- Count Distinct Contact ID = Usage Measure (Double)

  • Save and Schedule Rule to run Weekly before other Usage Data rules.

Now that both components of the Utilization Formula are being fed by the Rules Engine, the Utilization Formula can be loaded into the Usage Data object like any other measure.

Navigate to Administration > Rules Engine > +Rule.

Show: Customer Info  Account (Required to map to account)

Customer Info Utilization Example (Current Calculated Number)

Similar to above:

  • Continue to Setup Action
  • Select Load to Load to Usage
  • Map as Follows:

- Customer Info:Account = Account (string)

- Customer Info: Utilization Example= Utilization Example (Double)

-+Field Mapping = Date: First Day of Previous Week (depends on org and can be found in Admin > Usage Configuration)

-+Field Mapping = Usage Data Aggregation Level : ACCOUNTLEVEL

  • Save and Schedule Rule to run Weekly before other Usage Data rules.

We have now created rules to run a weekly load of a new Utilization Example measure.  Two rules populate the Customer Info fields as a current snapshot for each account, of licenses and usage and divides them.  The last rule moves that current snapshot of Utilization into a weekly usage graph (in this example) so it can be reported and tracked over time.

The first two rules must be scheduled before the Load to Usage rule so that the new usage metric is uptodate.

Again, the data points can be adapted for every business and this is only a general example.