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Catch-up on Rules Engine Enhancements

November 2019 : 6.8 Release

The Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

  1. New “Call External API” Action in Rules: Gainsight has introduced a new Action type called Call External API in the Rules Engine which allows you to interact with external applications. You can use this action type to automate day to day activities like posting messages to Slack, creating Zendesk tickets, creating JIRA tickets, and so on.

    Business Use Cases
  • You can create a rule which posts messages to Slack when an opportunity is won. This message helps teams prepare for onboarding new customers. 
  • You can create a rule which fetches all of your escalations from a CSV file or from an S3 bucket and creates JIRA tickets for each of the escalations.

      Prerequisites

To start using this Action type, you must perform two configurations; set up the Custom connectors and External Actions. You need to perform these configurations only once. These configurations are explained in detail below:

  1. Configure Custom Connectors: Gainsight has introduced custom connectors in the Connectors 2.0 page. You can use a custom Connector to create a link to external applications. Once the connection is established, you can create actions for the external application on the External Actions page. When you create a connection to an external application, you must specify the Authorization method used to establish the connection and then setup parameters for this authorization mechanism. 

    To use custom Connections: 

    1. Navigate to Administration > Operations > Connectors 2.0.
    2. Click Custom Connector.
    3. Click Create Connection. The Create a Connection window is displayed. 

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  1. Perform the following tasks:

    1. In the Connection Name field, enter a name for the connection.
    2. From the Authorization Type drop-down menu, select either Basic or Token Based authorization. 
       
    • Basic Authorization: This authorization method uses the traditional User ID and Password to authenticate the connection. Optionally, you can also provide key value pairs in Headers. You can provide multiple headers, if required. You must also specify the Get URL of the target application.
    • Token Based Authorization: This authorization method uses a header based key value pair to perform authorization. You can provide multiple headers, if required. You must also specify the Get URL of the target application.
       
    1. Click TEST CONNECTION to verify your connection to the target application. 
    2. Click SAVE.

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  1. External Actions: Once you setup a connection to an external application, you can create actions on the External Actions page. Once you create an action here, this action can be used in the Rules engine action type field. The External Actions page has five sections for you to configure. 

    To access the External Actions page:

    1. Navigate to Administration > Operations > External Actions
    2. Click Create Action.

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The various sections present in the External Action page are: 

  • Basic Information: In this section, enter the following details:

  1. Select a Connector: Select the connector for which you wish to create an action.
  2. Action Name: Enter a name for your action. 
  3. Method and URL: Select an HTTP Method and enter the URL. You can also use token in URL to make it a dynamic URL.     
  • Payload: Enter your payload either in the plain text format or x-www format. Any token you insert here is created as a field.
  • Headers Information: Enter key value pair for header info. You can use multiple key value pairs. 
  • Fields: The list of fields are automatically pulled from the payload URL and headers. These fields are displayed on the Rules Engine Actions page under the Call External API Action.  Data can be loaded to these fields from the Rules Engine Datasets.
  • Advanced Configuration Information: Set a limit for the Max Retries Limit field. The numeric value specified in this field represents the number of times the system should re-try if the action fails. By default, this value is set to 3.

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Click Test to test your Action. Click Create to create the Action. 

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  1. Use the Action in Rules Engine page: Once you create and configure the custom connection and External action, you can see that the action type is now displayed in Rules Engine. 

    To use the Call External API Action:
    1. Create a Rule and include the required fields in the dataset. 
    2. From the Action menu select, Call External API.

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  1. From the External API drop-down menu, select the required action configured in the External Actions page. Your actions are listed down under their respective connections. In this example, the connection name is Slack and the action name is Post to Slack.

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You can view the POST URL. It is in read only mode. You can view the list of fields which are populated from the API and the fields populated from your dataset. In the following example, only one field is populated from API. However, you can have multiple fields. 

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  1. Map the Dataset field to your API field. 

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Data present in the dataset field is ingested into the API field and this ingested value is posted to Slack (in this action). 

You can map the values to any of the dataset fields. The value present in the Dataset is ingested to the API field. You can also choose to ingest custom values which are not present in the dataset.

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  1. Ability to Send Rule Results Without Email Attachments: Gainsight has now disabled the process of attaching the rule results file in the Email notifications. When you execute a rule, you receive an Email notification. However, this Email notification does not contain any attachments related to rule results. You can download the rule results from the Execution History tab, located on the Rule Preview window.
  2. Removal of Services Check box from manual Rule Execution List: Gainsight has now removed the Include Gainsight check box from the manual rule execution check box. Previously, if you selected this check box, a copy of your rule results was sent to the Gainsight Services team. This option is no longer available.

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October 2019 : 6.7 Release

Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

  1. Add Custom Derived Lookups in Load To Company Action Rule: Previously, admins could only configure derived mappings to the Company::CSM and Company::Parent Company lookup fields while configuring the Load to Company action. For Load to Company rules, it was not possible to add a mapping with a lookup field that could fetch GSIDs. With this enhancement, admins can map additional derived lookup fields to custom objects to achieve this.

    For example, say you have a field in the standard Account object called Product ID that looks up to a custom object called Product, and you need a similar lookup between the Company and Product objects. Before creating your Load to Company rule, you will need to create a custom GSID field on the Company object called Product ID. For more information on this process, refer to Gainsight Data Management.

    When configuring the Load to Company action of your rule, add a custom derived lookup and map the the Product ID field from the Account object to the Product ID field in the Company object. By configuring this mapping, account records loaded to the Company object by this rule will have the same lookup to the custom Product object.

    Custom derived lookup fields can be added on the Setup Action step of a Load to Company rule. For more information on configuring rule actions, refer to Setup Rule Action Types.

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  1. Ability to Send Notifications Emails When Event-Based Schedule Type is Selected: Previously, when a Rule was scheduled to run by selecting S3 File in the Events based Schedule Type, there was no option for admins to add email addresses to get notified if the rule was successful or failed. By default, only the logged in user gets notified. With this release, the Send notification field option is added to notify users about the success or failure of the rule when admins are creating S3 dataset task in rules. Admins can now add the email addresses for concerned users if the rule is successful or fails. 

    To use this enhancement:

    1. Create a rule with S3 dataset. For more information, refer to S3 Dataset Task in Rules Engine article.
    2. Click Schedule.
    3. In the Schedule type dropdown menu, select the Event option.
    4. Select the S3 File option.
    5. In the Task dropdown menu, select an Event.
    6. In the Send Email Notification field, enter the email addresses of the users to be notified in case of Success or Failure of the Rule.

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  1. Ability to add Action Details in Rule Execution File in case of Scheduled Runs: Previously, in the Rule results excel sheet, a separate worksheet for each action item was displayed with details of the number of records processed in each action, if the rule was executed manually.  However, for a scheduled execution, these details were not displayed in the rule results sheet. Gainsight now supports this feature even for the scheduled execution of a rule.

    Note: By default, this feature is not enabled. To enable this feature, contact support@gainsight.com.

    CAUTION: If you enable this feature, system performance might be impacted significantly because there can be multiple rules scheduled every hour and it becomes a tedious job for the system to collect the data for every scheduled rule. 

    For more information on how to schedule a rule, refer to Schedule and Execute Rules article.

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August 2019 : 6.5 Release

Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

  1. Introducing ‘Load to People’ Action type: Admins can use the new Load to People action type to load data to the Person, Company Person or Relationship Person objects. 

    By introducing this Action Type, the Load to Company Person and Load to Relationship Person action types are deprecated. If you have created any rules with these action types, the rule will continue to run. However, you cannot create any new rules with these action types.  

    Business Use case: Previously, to load data to the Company Person and Relationship Person objects, you had to create two actions for each object. You can now create a single action, which loads People data to both the objects at the same time.

    Key Configurations: 

  • The Load to People Action type consists of three sections; Person, Company Person, and Relationship Person. You can choose the object to which you want to load data. Data must be loaded in the following order; Person object, Company Person object, Relationship Person object.
  • While loading data to the Person object, it is mandatory to map the Email field. You can also add derived mappings, if required.
  • While loading data to the Company Person object, it is mandatory to map the Company Id field. You can perform this mapping by using the derived mappings.
  • While loading data to the Relationship Person object, it is mandatory to map the Relationship Id field. You can perform this mapping by using the derived mappings.

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For a detailed step by step instructions on how to setup Dataset for this rule, and then setup this action, refer to the Load to Person Model using Rules Engine Action Type article.

July 2019: 6.4 Release

The Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

Note: The following feature was released in the 6.3.X patch.

  1. Ability to add or subtract a date: You can now perform addition and subtraction operations on a date. These operations can be performed either on a date used in the dataset, or on the rule execution date. You can add or subtract any number of days or weeks to a date.
    Business use case: You can create a field as Renewal Reminder which displays a date which is 30 days prior to the Renewal date field. You can use the Renewal Date field and subtract 30 days from this field.

    To use this enhancement: 
    1. Create a rule.
    2. Create a dataset with date fields.

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  1. Click + TASK and select Transformation.
  2. Select the Dataset created in Step 2 as the source object (here Fetch from Account)
  3. Expand Date formulas.
  4. Drag and drop Add / Subtract Date to Show section.
  5. Enter a name in the Output Field Label field.
  6. Select a date field either form the Dataset or Rule Date.
  7. Select either the + or - operator.
  8. Enter a number in the Value field. 
  9. Select either Days or Weeks in the Value field.
  10. Click SAVE.

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