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Has anyone had success with the Events Framework?

  • 13 May 2019
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john_apple
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We looked at and attempted to use the Events Framework (https://support.gainsight.com/Administration_and_Permissions/General_Administration/Events_Framework_Overview) as a trigger for sending emails from Journey Orchestrator.



To date, we've not been able to get it to function in a way that would allow us to trigger a survey after a case closes or send an automated message as part of the renewal process or purchasing confirmation as soon as the event happens.



I'm curious to see if anyone has had success with this feature set and the difficulty of implementation.


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Best answer by dan_ahrens 13 May 2019, 02:20

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dan_ahrens
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Hi John,



Can you share a bit of detail related to the support product you use for support cases and the external API capabilities it has? The events framework is a listener that needs an application to trigger the event by sending an API call.



This functionality is pretty advanced and sort of crosses over into developer skills. I recorded a short video showing how to configure the listener side of things within Gainsight, as well as creating a sample API call using a web tool.



https://vimeo.com/277487986


VP of Customer Success at Forcepoint
john_apple
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Hi Dan,



We use SFDC for Cases. We've attempted to create a trigger in SFDC for Gainsight to use but haven't been able to get it to work. This was a few months ago so I'm not certain if any enhancements or changes have taken place with this feature set.



Ultimately, have an Event-based trigger for Journey Orchestrator would be an ideal scenario for us since once-a-day sends is not frequent or close enough to the customer action (closed case, closed renewal, etc.).


dan_ahrens
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Hi John,



The events framework feature set is pretty much the same, but if you weren't able to trigger an event, it might just be a configuration thing. If you're attending Pulse next week, you can stop by one of the support desks and they can help you out.



Alternatively, after Pulse is over, we'll be resuming our Admin Office hours sessions and you can ask your question in advance and the experts will walk you through it live - https://community.gainsight.com/topics/admin-office-hours-5bc72d94e4b0f384738d13ee


VP of Customer Success at Forcepoint
john_apple
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@dan_ahrens It is near the top of my mind heading into Pulse next week. Thanks!


jessica_owens
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Hi @dan_ahrens, I’m looking to use the events framework to trigger our onboarding CTAs. I was told that this is possible, but now that our Salesforce Ops team has setup the events framework in SFDC, I’m not able to find the documentation on how to create a CTA. Any help on where to look for that?

dan_ahrens
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Hi @jessica_owens -

Currently, only Call External API, Load to SFDC Objects, and Load to Gainsight Objects action types can be used in the Real-Time Rules feature. 

https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/Real-Time_Rules/Real-Time_Rules#Overview

 

You can still use a Gainsight scheduled rule that runs every 2 hours to create the CTAs but you can’t, as of yet, do this in real-time. 

VP of Customer Success at Forcepoint

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