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Setup Rule Action Types

Gainsight Standard Edition
This article supports Gainsight Standard Edition. This Edition is built on Gainsight's state of the art Matrix Data Architecture (MDA) platform, and is designed for customer success professionals for driving revenue, increasing retention, and scaling operations. To learn more about Gainsight Standard Edition, click here.

If you are using Gainsight Salesforce Edition, which is built on Salesforce and customer business data is stored in SFDC, you can find supporting documentation here.

 

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

  • Refer the Rules Engine Overview article to learn about Rules Engine,

  • Refer Rules Engine - Task Creation on how to select your source object, which fields to Show, etc.

  • Refer the <<Schedule Rules>> (TBA) article to learn about how to schedule the rules after configuring 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)

1Create CTA .gif

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.

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.

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. Select Rules Engine Configure.
  2. Click on the Permissions - Rules Load Action option in the drop-down list. 
    Destination is Matrix Data by default. This field is non-editable.
  3. From the list of Available Fields, choose the fields which you want to load.

Settings.gif

  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.

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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