This tutorial will walk you through the process of creating a bionic rule that triggers a CTA when a customer renewal is lapsed. The CTA includes a playbook for the CSM to address the lapsed renewal.

Build the Rule

  1. Navigate to Administration > Rules Engine.
  2. Click Create Rule.
  3. Enter the Rule Name
  4. Select a folder for the rule.
  5. Click NEXT.
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  1. Click DATASET.

Setup Rule

  1. Select Salesforce as the data source.
  2. Select Account as the source object.
  3. Add the following fields to the Show section:
  • Account::Id
  • Account::Account Name
  • Account::CSM {Your User Lookup Field}
  • Customer Info::Account
  • Customer Info::Renewal Date
  1. Add the following fields to the Filters section:
  • Customer Info::Renewal Date | greater or equal to | Subtract N Days from Rule Date | 1
  • Customer Info::Renewal Date | less or equal to | Rule Date
  • Customer Info::Status | includes | Active

Create Rule and add Filters.png

  1. Verify that Apply to Gainsight customers only is checked.
  2. Click SAVE.

Note: You also have the option to PREVIEW before proceeding, to verify that there are accounts that match the rule criteria.

Setup Action

  1. Click +ACTION and select the Rule Name created from the previous step.
  2. Action: Select Call to Action from the dropdown.
  3. Enter the Call To Action Details:
  • Name: Name of CTA (Select the Include in identifiers check box)
  • Type: Risk
  • Priority: High
  • Status: New
  • Reason: TBD based on the Reasons your company has created. For this example, it's called "*Implementation Risk".
  • Due Date: Run Date + 5 Days
  • 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.
  • Additional Fields: Multiple fields can be configured in a rule. All the fields linked to the CTA type will be available in the drop-down. Admins can choose the required fields which suits their organization requirement.
  • Playbook: TBD based on the Playbooks your company has created. For this example, it's called "Lapsed Renewal".
  • Owner Field: CSM. User lookup field added from the account level.
  • 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.
  • Post Update to Chatter: Used to control the frequency of Chatter updates. (see Note below).
  • 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.

  • Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.

Setup Action.gif

  1. Click SAVE.

Gainsight recommends scheduling the rule to run nightly.

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