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Setup Rule Action Types

Gainsight NXT
Gainsight 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.

 

This article explains about how to setup different rule actions. Before you setup the action(s):

Setup Actions

The following are the types of actions available in Rules Engine:

SetupAction_BasicScreen.png

Note: You can add a maximum of 50 Action Types for a rule.

Action Type: Call to Action (Create)

To create a CTA, select the Create CTA check box and fill out the following fields:

  • Name: Used to title your CTA. Type @ to see options available for tokenized comments.

Include in identifiers: adds the CTA's name as part of the duplicate checker criteria for the Rules Engine. If there's an existing CTA for an Company, but the CTA names have different values, then the rule will create the new CTA. If the CTA names are the same, and the CTA Type and Reason are the same, then a new CTA will not be created. The rule will simply update the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.

  • Priority: Based on previously established Severity Types
  • Type: Based on previously established Types
  • Status: Based on previously established Status Types
  • Playbook: Optional.  Based on previously established Playbooks
  • Reason: Based on previously established Reason Types
  • Owner Field: Optional. From the company level can be based on any user lookup field.
  • Due Date: Run Date + x Days.  Drop-downs below address treatment of weekends.
  • Default Owner: Lookup field of all Users from the User Object. This will be used if the Task Owner field is not filled in OR if an company has not been assigned an owner.
  • Associated Person
  • 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. For more information, see Configure CTA Linked Objects.
  • Additional Fields: This is a list of fields added to the default group from Admin > Calls to Action > Detail view layout configuration, and these fields can be mapped with the show fields added from the Setup Rule page.
  • Post 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 or Always. If Once is selected, Comments will be updated for the CTA only the first time the rule is run. If Always is selected, Comments will be updated for the CTA every time the rule is run.
  • Comments: Optional and shows up in the comments section of the CTA. Type @ to see options available for tokenized comments.
  • Create CTA once in: Admins can select the Create CTA once in checkbox in the Create CTA action to prevent the creation of CTAs based on the time frame selected. A separate checkbox will be available for separate actions.
  • + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points.
  • Advanced Logic: Advanced Logic allows you to modify the operator (AND, OR) and update the logic as required. This logic is case-sensitive.
  • Click SAVE to move to the next step or click +ACTION to add more actions.
    Note: The Call to Action action type will not be available unless the Company::ID field is added to the Show section of the of the rule.

1Create CTA .gif

For Rules created on Relationship, you will see an additional dropdown called Relationship Type, in the upper-right corner of the CTA Action page, which will allow you to select one or more Relationship Types.
Based on the selection of the Relationship Type(s), you will see the CTA Types in the Type dropdown list. This applies to both Create CTA and Close CTA action types.

Notes:

  1. If you select a Relationship Type, you will see the GLOBAL CTA Types and the Local CTA Types created on this particular Relationship Type.
  2. If you select all the Relationship Types, you will only see the GLOBAL CTA Types but not the local CTA Types created for each of the Relationship Type.

Rule Action Type.gif

Updating Existing CTAs with Rules

Based on the identifiers used in the CTA action, CTAs are up-serted (Type and Reason are default identifiers). If there is an existing CTA that matches the identifiers, then it is updated.

While updating:

  • Priority is updated if the new Priority is higher than the existing CTA's priority.
  • Comments are updated based on the "Post to comments" flag.
  • If the existing CTA does not have a playbook and the new CTA has a playbook, then the playbook will be applied.

Manage Calls to Action (CTA's)

To see the list of CTAs created from the Rules Engine, navigate to Cockpit > List View. For more information about how to manage CTA workflow, refer to the Create manual Calls to Action & Tasks article.

2CTA List View.png

Action Type: Call to Action (Close)

Use this option to close a CTA when the trend is reversed.

For example, when a CTA is created for a drop of 30% in usage, then you can close the CTA when the usage has increased week over week by 20%. Two use cases: (1) Close the CTA when trend reversal actually happens instead of the CSM closing manually (2) Get rid of false positive scenarios like usage drop on a holiday.

3Close CTA.png

To close a CTA, select the Close CTA checkbox and fill out the following fields:

  1. Company Identifier: Select Gainsight ID from the drop-down list.
  2. CTA ID: Select ID from the drop-down list.

    • Include CTA ID as Identifier: In the Close CTA action, Admins can now select the CTA ID > Include in identifiers checkbox to validate if the CTA ID should be included in identifiers while closing CTAs.

      Note: When you select the Include in identifiers check box, the Type, Source, Reason, and Set CTA status to fields will become disabled and restricts the rule to mapping only with the CTA ID field. Only CTA ID will be used as an identifier while closing the CTA.

  3. Type:  Risk, Opportunity, or Event. You can also select the Objective option from the CTA Type drop-down list to close Objective CTAs from Rules Engine.
  4. Reason: Based on previously established Reason Types
  5. Source: Manual, Rules, Timeline or Program. Select one or multiple.
  6. Set CTA status to:  Closed Lost, Closed Success, Closed No Action or Closed Invalid.
  7. Comments: Optional and shows up in the comment section of the CTA. Type @ to see options available for tokenized comments.
  8. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points.

    Advanced Logic: Advanced Logic allows you to modify the operator (AND, OR) and update the logic as required. This logic is case-sensitive.

Notes:

  • The Call to Action action type will not be available unless the Company::ID field is added to the Show section of the of the rule.
  • If a CTA with the same Type, Reason, and Source exists, this rule will close the CTA. You can then click SAVE to move to the next step, or click +ACTION to add more actions.

CTA types associated with relationship types are available in the CTA type drop-down. CTA status associated with the Relationship type, CTA type, Global active All, and Private All are available. CTAs of the selected Relationship type can be closed.

Action Type: Load to Company

Using this action type, you can load data into the Company standard object from the dataset created in the Setup Rule page. To select this action type, navigate to Rules Engine > Setup Action page > +ACTION and select Load to Company from the Action Type dropdown list.

Provide following details in the setup Action page:

  • Action Type: Load to Company.

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  • Operation: Select Update or Upsert as required.

Update_Upsert.png

  • Derived Field Mappings: Since the source might not have Parent Company ID and CSM user ID, it is mandatory to identify and map appropriate source fields and fetch GSIDs to Parent Company and CSM in the Company object. This mapping enables lookup to the same or different Gainsight object and fetches GSIDs from the lookup object to the target field. For more information about the derived field mappings, refer Data Import Lookup.  

Gainsight is shipping out of the box derived mappings for the following standard fields:

  • Parent Company: In the import lookup configuration, lookup to the self object Company is configured.
  • CSM: In the import lookup configuration, lookup object User is configured.

Match the source fields from the rule dataset and the lookup fields, and fetch GSID from the lookup object to the target field.

Select the Import Lookup icon to view the Data import lookup configuration dialog box.

Action Type.gif

  • Provide the following details in the Data import lookup configuration dialog box:
    • Match by: Click + to add the match by fields. Select the source (dataset) and target (lookup object) fields to be mapped.
    • When multiple match:  When multiple matches are found:
      • Use any one match: Select this option to use only one matched record.
      • Mark record with an error: Select this option to mark the record with an error.
    • When no match found:
      • Insert null values(s): Inserts null values(s) into the target fields when there is no match found.
      • Reject record: If you select this option, the complete record is rejected (ignored for ingestion) when there is no match found in lookup object with the given criteria.
    • Click APPLY.

Limitation: Load to Company action type currently does not support loading data into the GSID data type fields in the Company object through derived field mappings.

  1. Field mappings: This is a list of fields from the Show section in the previous step in Setup Rule (fields in the dataset).

Note: It is mandatory to map the Email field to perform the action. When you map this field, 'Include in identifiers' option is automatically selected and is non-editable. This is to ensure unique mapping of the data.

  1. ADD CUSTOM FIELD: Use this option to add additional custom field mappings.

Field Mappings.png

  1. Select the Include in identifiers checkbox to ensure unique mapping of the data.  

Custom field mapping.png

  1. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points.

Advanced Logic: Advanced Logic allows you to modify the operator (AND, OR) and update the logic as required. This logic is case-sensitive.

Criteria setting.png

  1. Click SAVE or RUN NOW as required.

RUN NOW.png

When you complete setting up this action, click SAVE to move to the next step or click +ACTION to create multiple actions in this rule. Once you complete adding all of the actions, click RUN NOW to execute the rule now or click Schedule to define how frequently and when the rule should run.

Note: When migrating rules with the Load to Company action using Gainsight's migration feature, lookup configurations will also be migrated. For more information on migration, refer to <<Cross-Org Migration>>TBH.

Action Type: Load to User

Load to User Action Type is available in Rules Engine and this allows you to update existing records in the Gainsight User standard object, which is used to store Gainsight User information. Only Update operation is supported with this Action type.

For more information on Gainsight User, refer to Gainsight User Object.

Load to User.png

Provide the respective details in the Setup Action screen:

  1. Operation: Update (Only update is available.)
  2. Field mappings: This is a list of fields from the Show section in the previous step in Setup Rule (fields in the dataset).  
  3. ADD CUSTOM FIELD: Use this option to add additional custom field mappings.
  4. + CRITERIA: Additional criteria can be added to any of the actions to fine tune what data to sync, or to perform different or multiple actions based on the same data points.

Action Type: Load to Gainsight Object

Load To Gainsight Object action of Rules Engine is useful to load data into Gainsight objects. Perform the following steps to use Rules Engine Load To Gainsight Object feature.

  1. Create a Rule, select the source object and select the fields by dropping them into Show field area.
    Note: You can create a dataset from the columns of a csv file in the S3 bucket. For more information, refer S3 Dataset task in Rules.

Create Dataset.png

  1. Select Load to Gainsight Object from the Action Type drop-down list.
  2. Choose the destination object.
  3. Select the Operation (insert/upsert/update).

Note: If it is upsert/update, you need to select the Include in identifiers check box.

Include Identifiers.png

Load to Company Person

Using this action type, you can load data into the standard objects, Person and Company Person from the dataset created in the Setup Rule page. For more information on this action type, refer Load to Company Person Action type.

Action Type: Set Score 2.0

You can use the Set Score 2.0 option to set Score for a Company or a Relationship. The Set Score 2.0 option is available in the list of Action Types as shown in the following image.

1. setup.png

Enter the following details:

  1. Select Company Identifier: Select a identifier which uniquely identifies a Company.   
  2. Select Measure: Select the Measure whose Score must be set.
  3. Select Scorecard: This field displays the list of Scorecards in which the Measure selected in the above step, is used. Select one of the Scorecard.
  4. Set Score from: Choose what the score for that measure should be set to when this rule executes.
  5. (Optional) Comments:  You can add comments in this field. These comments are displayed in the Comments section of the Scorecard on the C360/R360 page. You can add Comments only if the Clear Existing Comments check box is not selected.
  6. (Optional) Clear Existing Comments: When you select this check box, the existing comments for the respective Measure are deleted whenever the rule executes. When you clear this check box, a text box is displayed for entering your comments. The existing comments are replaced by your comments, when the rule executes.
  7. (Optional) Criteria: Click + CRITERIA to add fields from the Show section of your dataset,  to add criteria for setting score.
  8. (Optional) Click +ACTION, to add more actions.
  9. Click SAVE.

Set score 2.0.gif

In this case, the Bugs Measure in the Live Customers Scorecard is updated to D, when this rule executes.

The Rules Execution Excel sheet displays these details; Company Name, Scorecard Name, Current Score, Current Label, Previous Score, and so on to avoid confusion about GSID. However, this improvement is only applicable to the Set Score 2.0 action type, and not yet implemented in the Load to Scorecard History action type.

Action Type: Load to Scorecard History

You can use this Action type to Load data into the Scorecard History object. This action type is helpful during onboarding, for example, when you are integrating historical customer health score data.

Enter the following details

  1. Operation: Select either Insert or Upsert option. Insert option creates new records. However, upsert option updates existing records. If no matching record is found, only then it creates new records.
  2. Select Company Identifier: Select the required company identifier for which records are updated in the Scorecard History object.
  3. Select Measure: Select the Measure whose Score must be set.
  4. Select Scorecard: This field displays the list of Scorecards in which the Measure selected in the above step, is used. Select one of the Scorecard.
  5. Time Granularity: Select a value for which action related calculations are performed.
  6. Date Identifier: Select a date for which scorecard history details are stored.
  7. From Date: Select a date from the Calendar. This is the start date of the date range within which the action related calculations are performed. The date range allows a maximum limit of six months.
  8. To Date: Select an end date of the date range from the Calendar.
  9. Set Score from: Set the score as required.
  10. (optional) Criteria: Click + CRITERIA to add fields from the Show section of your dataset,  to add criteria to load score.

3. LSH action.gif

Action type: Success Plans 2.0

Success Plans 2.0 Action type is used to create a success plan for multiple companies with a single Rule configuration. If Relationships are enabled in your org, you can create a Success Plan for multiple Relationship types. If you have already created a Success Plan template that has multiple objectives with Playbooks, you can configure the Success Plan with this template.

Load to Success Plans 2.0 - AT1.png

Configure Success Plans 2.0 Action type as shown below:

  1. Company/Relationship Identifier: Select the required Company/Relationship identifier which identifies Company/Relationship using the selected field. The fields available in this dropdown are from the dataset and of type GSID.
  2. Name: Specify an appropriate name for the success plan. Optionally, use tokens to add dynamic text to the plan name.
  3. Include in identifiers: Select this checkbox, if you want to use Name as an additional identifier along with Company, Type, and Status while looking for Success Plans that must be updated.
  4. Type: Select the appropriate success plan type. This drop-down populates types that are configured in Success Plan Configuration for Global and Company or Global and Relationship type for the respective Success Plan configurations.
  5. Template Name: Select the appropriate template name. This drop-down populates values that are configured in Success Plan Configuration, and associated with the selected Plan Type.
  6. Status: Select the initial status of the success plan when it is created by the rule. For example, initially you might want to create this Success Plan as a Draft.
  7. Owner Field: (Optional) Select the appropriate field if you want to dynamically assign the owner.
  8. Due Date: Specify an appropriate value for the plan due date (N days after the rule creates the Success Plan).

Note: The drop-down menu below the Due Date field addresses the treatment of weekends. The following options are available:

  • Do not skip weekend
  • Skip all weekends
  • Skip weekend if due on a weekend
  1. Default Owner: Specify a default owner if you have not selected a value in the Owner Field text box, or the Company does not yet have an assigned owner.
  2. Additional Fields: This is a list of fields added to the default group from Admin > Success Plan > List View Field Configuration, and these fields can be mapped with the show fields in Rule dataset added from the Setup Rule page.
  3. + CRITERIA: Click + CRITERIA to add Additional criteria to fine tune what data to sync, or to perform different or multiple actions based on the same data points.

Advanced Logic: Advanced Logic allows you to modify the operator (AND, OR) and update the logic as required. This logic is case-sensitive.

  1. Click SAVE to move to the next step or click +ACTION to add more actions.
  2. Click RUN NOW to run the rule now or you can schedule the rule from the Schedule page.

Action type- Success Plans 2.0.gif

IMPORTANT: If you configure Rule for Relationships then you must select the Relationship Types in the Create Rule page. The selected Relationship Types are displayed in the Setup Rule page > Filters and Setup Action page > Relationship Type field. You can now select the Relationship Types for which you want to create a Success Plan.

Action Type: Load to Relationship V2

This action type is used to create Relationships automatically. This action type is useful when you want to create a relationship for every new opportunity won. You can use this action type to automate creation of Relationships, instead of creating them manually every time. For more information on how to use this action type, refer Create Relationships from Rules engine.


Click here to learn more about Load to SFDC Object Action Type

Action Type: Load to SFDC Object

This action type allows you to load MDA, S3, and Salesforce data into Salesforce objects. You can load data into Salesforce standard objects or custom objects by using this action type. To learn more about how to use this action type, refer to the Configure Load to SFDC Object Action Type article.


Aggregation Across Company's and Limitations

 

When setting up a rule, if you drag-and-drop a Company ID field and select aggregations on it using the field's drop-down menu, you can only implement Load to object action types. The following image describes how to select an aggregation on the Company ID field.

GSID Show me.png

If you want other action types to be made available while you are setting up a rule, you must drag-and-drop the Company ID field in the Show section.

Show Section.png

 

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