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Gainsight Inc.

Create CTA when a Measure Label is Red

This tutorial guides admins in the process of configuring a rule in which a CTA is created based on a particular Measure whose Score is low. This tutorial assumes that you have a basic understanding of Rules Engine.

Assumptions

  • A Measure called Support Ticket exists. This is an automated Measure.
  • When Support Ticket Measure’s score drops below a minimum threshold level, its Label turns Red.

In the following Rule Configuration, an action is created to trigger a CTA, whenever the Label turns Red for the Support Ticket Measure.

Create Dataset

  1. Navigate to Administration > Operations > Rules Engine.
  2. Click + RULE.
  3. Select the Account option in the Rule For field.
  4. Enter a name for the Rule, in the Rule Name field.
  5. (Optional) Enter a description.
  6. Click NEXT.

Create Dataset.png

  1. Click DATASET.
  2. (Optional) Enter a name in the Task Name field.
  3. Select the required Scorecard Fact object.
  4. Drag and drop Company Id and Company Name, and GSID fields to the Show me section.

Create Dataset1.png

  1. Drag and drop the following fields to Filters section.
    1. Company Id -> Current Score -> Label

    2. Measure Id -> Name

Create Dataset2.png

  1. Configure the filters as follows:
    1. Label = Red
    2. Name = Support Ticket

This filter fetches all the Companies whose Support Ticket Measure is Red in Color. You can also select other Measures or other Labels, if required.

Create Dataset3.png

  1. Click SAVE.
  2. Click Setup Action.

Setup Rule Action

  1. Click + ACTION.
  2. Select Call To Action 2.0, as the Action Type.
  3. Select Create CTA option.
  4. Create Risk as the CTA type.
  5. Select High as CTA Priority.
  6. Configure the remaining CTA fields.
  7. Click SAVE.

Create Dataset4.png

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