Gainsight NXTGainsight helps innovative companies protect and nurture their most valuable asset - their customers - with the power of our award-winning platform. With our Customer Success Solution, you can gain deeper insights into customer behavior, operationalize the customer lifecycle, and coordinate actions and results across teams.
This article supports Gainsight NXT, the next evolution of the Customer Success platform. New and upgraded customers are deployed on Gainsight NXT.
If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.
Not sure what your team is using? Click here.
Rules Engine enables you to improve source customer data with transformations and calculations that reveal meaningful insights. You can optimize team-efficiency by automating workflows alongside the best practice playbooks that trigger precise actions. You can also drive better outcomes for your customers using tactical methods for identifying risks, opportunities, and recommended next steps.
Rules Engine is where Admins can build business rules to <<trigger CTAs, update scorecard measures>>(TBA) send emails and <<pull data from any object into a Gainsight object>>(TBA). Rules analyze data from Matrix Data Platform. Rules Engine functions only with source objects that are related, either through Master-Detail or Lookup, to the Matrix Data object.
Before you begin building rules in Gainsight, it is helpful to know the following, or to work with your Gainsight Admin to understand:
Matrix Data Architecture (MDA)
Note: For more information about MDA, refer to the Gainsight Data Management article.
Usage data loading frequency, granularity and data week?
Weekly or monthly: Determines whether to sum/avg or max/min, etc.
Granularity: User level, instance (product) level, or account level
Data week: Sun - Sat, or Mon - Sun
Additionally, you must be familiar with Gainsight objects, to some extent:
Company: This Object is used to store Customer information. A record is created for each customer in this Object. To learn more about this object, refer the Gainsight Company Object article.
User: This is a Standard Object which stores all the user’s data. This Object has a few standard fields with predefined mappings. To learn more about object, refer the Gainsight User Object article.
Rules for Company
Most of the time, Admins will configure rules for Company. For more information about Rules Engine support at Company, refer to the Getting Started with Rules Engine article.
Rule Building Process
The process for building a rule involves selecting a source object and all the fields on that object that you want to see or work with in the rule (20 max); optionally setting up filters to look for a subset of customers, and/or selecting criteria for doing different actions for Contacts; configuring actions like triggering a CTA or loading data (50 actions max per rule); testing the rule, and scheduling it.
The following article walks you through the basic steps to create a rule:
Rule Chains are groups of related rules that have been chained together to execute one after another with a shared schedule. In the Rule Chain View, you can configure chains of rules, as well as view existing rule chains. For more information, refer to <<Creating Rule Chain>>(TBA).
Rules engine can insert, upsert, and update, but does not support the delete function, and should not be used to try and delete data in Gainsight.
Currently, Rule Results excel sheet can hold only 100K records. Gainsight is working towards appropriate enhancements in upcoming releases so that the excel sheet contains all of the fetched records.