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Journey Orchestrator's New List View

Create New Simple Program

To create a Simple Program, you need to perform the following steps:

  1. Define a New Simple Program 
  2. Add Participants to the Simple Program
  3. Select Simple Program Action
  4. Publish the Simple Program

Define a New Simple Program 

The first step to create a Simple Program is to define a name and type of Simple Program.

To define a new Simple Program:

  1. Navigate to Digital Journey > Programs
  2. Click Add Program > Simple Program. The New Simple Program dialog box appears.
  3. In the Name field, enter the name of the program.
  4. In the Type field, select if the Program is configured for Company, Relationship, or User.
  5. If Relationship is selected in the Type field, select the Relationship Type from the dropdown.
  6. (Optional) Select a folder for the new program. If no folder is selected, the Program is moved to the Uncategorized folder. For more information about folders in Journey Orchestrator, refer to the Folders section in this article.
  7. (Optional) Enter a brief description of the program.
  8. Click Create. The Participants tab appears.

Add Participants to the Simple Program

Once the Simple Program is defined, you can add the target customers as Participants to the program. Participants can be added from the following sources:

  • Segment
  • CSV
  • Data Designer
  • Event 

For more information on how to add participants in the program, refer to the Add Participants to a Simple Program article from the Additional Resources section.

Select Simple Program Action

After successfully adding the participants to the program, you can select the Action that will be executed by the program.  

The Action can be of following two types:

  • Email 
  • PX Engagement

Email

In Email action type, you can choose a required template and draft the email. This email is then sent to the participants added in the program.

For more information on the Email action type, refer to the Group Email Support in Simple Program article from Additional Resources section.

PX Engagement 

In the PX Engagement action type, you can choose an engagement to be shown to the participants added in the program. This engagement must already be created in Gainsight PX.

For more information on how to create an engagement, refer to the Overview of Engagements article.

Publish Simple Program

You can publish a program once you have added the participants and selected the Action. On publishing, the program becomes active for the added participants. 

You can publish a program using the following two methods:

  • Publish Immediately: When you need to publish the program instantly.
  • Scheduling a Program: When you need to publish a program on a specific date, time, or interval.

For more information on how to publish a program, refer to the Publish a Simple Program article from Additional Resources section.

Available Tabs 

From the Programs page, users can toggle between the Program and Schedule tabs.

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Program Tab

The Programs tab displays a list of existing Programs that include Simple Programs and Advanced Programs. You can see basic information regarding the Program from this view, filter the list for specific programs, and create and delete programs.

Programs are displayed on the list view page with the following columns:

  • Name: The name of the program. The name is hyperlinked and clicking the name navigates you to the configuration page of a program.
  • Status: Indicates the status of a program.
  • Model Name: Indicates the type of model used to configure the programs.
  • Type: Indicates either Company, Relationship, or User type of programs.
  • Source: Type of sources selected for the program.
  • Last Modified By: The name of the person who modified the program most recently.
  • Last Modified Date: The date and time of when the program was last modified.

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Schedule Tab

 The Schedule tab displays a calendar view of engagements scheduled for programs and participant sources.

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The following actions can be performed in the Schedule tab:

A. Today button: Navigate to a time period that displays the current day. After choosing any week or month, selecting Today will return you to the current day.
B. Time period navigation: Navigate back and forth between different time periods.
C. Time frame selection: Select either DayWeek, or Month as the time frame for the schedule view.
D. Search: Look up for specific Programs or Sources using their names.

E.  Filters: Narrow down on specific programs using the StatusModelTypeSource, or Schedule Type filters. To view the list of scheduled sources or programs, select Program, or Sources from the Schedule Type filters.

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F. Schedule block: View the summary of the scheduled item.
G. Full schedule list: Click + more to view the full list of scheduled items for that day.

Folders

You can create folders on the Programs page to organize your programs accordingly. All the folders are displayed in the left pane of the Program List View. If you click any particular folder name, all the programs included in that folder are displayed in the right pane. Gainsight provides a default folder called Uncategorized, where all of the existing programs are stored. You cannot modify the name of this folder or delete it.

Each folder can have one level of subfolders nested beneath them. The Uncategorized folder cannot have subfolders but any Program in this folder can easily be moved to another folder whenever it is required. 

Create Folder

To create a new folder:

  1. Click the Add new folder icon. The Add Folder dialog box is displayed on the screen.
  2. In the Folder Name field, enter a name for the folder.
  3. (Optional) Select a parent folder to nest the folder under.
  4. Click SAVE.

Move Programs to Folders

Once you’ve created a folder, you can move a program into it by taking the following steps:

  1. Select the Checkbox of the relevant program(s).
  2. Click Move to to display the Folders dropdown.
  3. (Optional) Click the search icon to search for folders by name.
  4. Click the relevant folder to move the program(s).

Note: One Program cannot be in multiple folders. 

Rearrange Folders

Click and drag folders to rearrange them. You can drag one folder to another to make it a nested subfolder.

Delete Folders

Users can delete folders that have no other subfolders. Folders containing Programs can be deleted. You cannot delete the Uncategorized folder. To delete a folder, hover over it and click the delete icon.

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Publish a Simple Program 

Admins can publish the program immediately to launch the simple program. The following conditions must be met before we proceed:

  • There are no configuration issues
  • Tokens must be properly mapped
  • To enable Publish button, all the mandatory configuration must be done in the participants and action tabs.

Admins can either choose to publish the program immediately or go through the scheduling process to launch the program at a predetermined date and time. However, the scheduling method is still approachable by many Admins when you want to schedule a program at a given specific time and date with desired location. Admins can also opt for One Time sync, or Recurring sync of the participants while publishing a program.

Journey Orchestrator supports two different methods of Publishing a Program:

  • Publish Immediately
  • Scheduling a Program

Publish Immediately 

Once the program is configured, the Publish option is enabled. Admins can use this option to schedule a program immediately.

For more information on the program configuration, refer to the Add Participants to a Simple Program article from the Additional Resources Section.

To publish a program immediately:

  1. Navigate to the Administration > Programs tab > Action tab.
  2. Click Publish. The Program Schedule window appears.
  3. In the Sync section, select one of the following frequencies of adding participants to the program:
    1. One Time - Sync participants only once as soon as the program is published.
    2. Recurring - Sync based on the schedule until the program is active.
  4. From Start Date, click the Calendar icon.
  5. Select Immediately
  6. Click Publish

Note: After instant publication, a program can be scheduled, but not when it is published as scheduled. By default, the scheduled setting is disabled.

Schedule a Program 

Admins can schedule a program as per the desired date, and time zone. For more information, refer to the Schedule Tab.

To schedule a program:

  1. Navigate to the Administration > Program > Schedule tab.
  2. Select the required Time Zone from the Time Zone dropdown.
  3. Select the Day calendar view.
  4. From the calendar view, select Click to define schedule pointer. Or you can also click Publish. The Program Schedule window appears. 
  5. From the Sync section, select Recurring.
  6. In the Schedule section, enter the following information:
    1. Start Date
    2. Start Time
    3. End Date
    4. Time Zone
  7. Click Publish. The Program name appears on the calendar view at the scheduled time.

 

Pagination

Users can control their view and navigation experience of the program list with the following controls at the bottom of the page.

  • Page Selection: Click the page number dropdown to select any page to navigate and use the arrows to navigate back and forth between pages.
  • Programs per page: Click the Programs per page dropdown to select to display either 20, 40, or 60 programs per page.

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Additional Options

You can view the following additional options when you click the three vertical dots icon of any program from different level of folders:

  • When you are in ‘All’ Programs, the three vertical dots icon displays the following options in the dropdown:

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  • When you are in any specific parent or child folder, the three vertical dots icon displays the following options in the dropdown:

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Note: Any program under any parent or child folder doesn’t have the Delete option in the three vertical dots dropdown.

Edit

This option allows you to edit the configuration of the program.

Analytics

This option navigates you to the pre-built analytic reports for that specific Program. For more information on Simple Program Analytics, refer to the Simple Program Analytics article from the Additional Resources section.

Activity

View an activity feed for each participant. The activity feed appears as a flow diagram and displays each step of the participant journey in the Program. This includes when the participant was sent an email, how long the participant waited between each step, their responses to a survey, as well as if/when the participant was dropped from the program journey, and the failure reason. 

Clone

This option allows you to create a copy of the program with the same configurations. The clone will have the same sources, but you still need to sync participants and publish the program to make it active. The application does not allow you to edit the cloned program until the cloning has completed. 

Delete

This option allows you to delete the programs. 

Note: The Program with an Active or Paused statuses cannot be deleted.

Execution History

You can see the execution history of any program listed in the All Programs page . To see the execution history, click on the Execution History option for a specific program from the three vertical dots dropdown menu. The Execution History page appears.

  • Status: Identifies the status of the program. The various status are:

    • In progress: The program is currently being executed.  
    • Successful: This status is displayed when the program is successfully executed.
    • Failure: This status is displayed when the program fails to execute.

Edit

This option allows you to edit the configuration of the program.

Analytics

The Simple Program Analytics tab is available only after the program is moved to an Active state.

Analytics tab have following sub-tab:

  • Dashboard
  • Activity 
  • Snapshot

To know more about the Analytics tab, refer to the Simple Program Analytics article from Additional Resources section.

Activity

View an activity feed for each participant. The activity feed appears as a flow diagram and displays each step of the participant journey in the Program. This includes when the participant was sent an email, how long the participant waited between each step, their responses to a survey, as well as if/when the participant was dropped from the program journey, and the failure reason. 

Clone

This option allows you to create a copy of the program with the same configurations. The clone will have the same sources, but you still need to sync participants and publish the program to make it active. The application does not allow you to edit the cloned program until the cloning has completed. 

Delete

This option allows you to delete the programs. 

Note: The Program with an Active or Paused statuses cannot be deleted.

Execution History

You can see the execution history of any program listed in the All Programs page . To see the execution history, click on the Execution History option for a specific program from the three vertical dots dropdown menu. The Execution History page appears.

  • Status: Identifies the status of the program. The various status are:

    • In progress: The program is currently being executed.  
    • Successful: This status is displayed when the program is successfully executed.
    • Failure: This status is displayed when the program fails to execute.
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