Rules & Permissions

Share your questions and best practices on Rules and Permissions for Gainsight CS here.

  • 615 Posts
  • 2,282 Replies
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Rank
sudheer.gotety
started this topic

Twilio from Gainsight

Did you know you can send an SMS via Twilio from Gainsight? The video tutorial attached will walk you through the steps required to achieve...
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meenal_shukla
Rank
meenal_shukla
started this topic

SFDC Edition: Can I access Gainsight without buying an additional Sale...

Yes. In Salesforce Edition, all Gainsight Licenses come with the Salesforce Platform License which allows you to access Gainsight without b...
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  • 1
spencer_engel
Rank
spencer_engel
started this topic

How to create a URL in the Rules Engine

Today’s tutorial covers how to create URLs in the Rules Engine. A good use case for this, as I describe in the video, is if you need to toke...
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615 Posts

B
Shoshin
Britt_ChyShoshin
asked in Rules & Permissions

Creating a Company Scorecard Measure Rule from the Person Record

I am trying to build a rule for a Scorecard measure around ‘# of admins at a Company’.Admin status is a field on the Person Record, but the Scorecard is on the Company. I am aiming to map the data in the rule where an attribute of the person record (‘admin status’ = type 1, type 2) is a count associated with the Company.In thinking through it the logic sounds like ‘Count of Person GSID meeting criteria per Company GSID = Count of Admins’ but I am struggling with how to get the data there. Right now I have the person object filtered by the Admin types I want to surface, so that only those records populate, but how can I convert them to a ‘Count of’ by Company GSID in order to create the score criteria?Any thoughts?

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B
Shoshin
20 days ago
hitesh
hiteshRegistered User
asked in Rules & Permissions

[Ask from Customer] To have Tool-tip/Help-text as like in Salesforce inside Gainsight instances while using it

In Sales force we have tool-tip/help-text populates in form of "i" while adding/updating any field or performing operations. For example, we are adding the sales force field in C360 at that time customer would like to see the same tool-tip/help-text value in Gainsight. Are we planning to have such mechanism in our products? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180326-127773-179tbbf-image_inline.png[/img] Above snapshot from my local Org. Please share your thoughts on this.

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J
27 days ago
spencer_engel
ACE
spencer_engelACE
posted in Rules & Permissions

How to create a URL in the Rules Engine

Today’s tutorial covers how to create URLs in the Rules Engine. A good use case for this, as I describe in the video, is if you need to tokenize links to multiple Salesforce records in the CTA comments or scorecard comments. In my example, I tokenize links to two Opportunity Products and then include those in the CTA comments.      The guide for how to put these URLs together can be found via this link: https://www.w3schools.com/tags/att_a_href.asp. The instructions are to use the concatenate formula field in a transformation task, then put in the following code:    <a href=”   hit enter Input your URL - in my case it was https://na85.salesforce.com/ hit enter Then tokenize whatever it is you want to link to; in my case the opportunity product ID hit enter “> hit enter Type in the text you want the link to display; in my case “Link to Product” hit enter </a> hit enter and save   Let me know if you have any questions! 

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S
28 days ago
M
Shoshin
mattjay98Shoshin
asked in Rules & Permissions

Creating an alert off the back of a rule - which is not a Call To Action?

Hey there.I have set up a rule that generates a CTA to the CSM whenever a customer collects their first piece of feedback on our platform. However, I think a CTA for this use-case is a little too abrasive, I wanted to set up more of an alert. Is there a roundabout way that you can trigger another kind of alert, such as an email - off the back of a rule?

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M
Shoshin
1 month ago
B
BakouRegistered User
asked in Rules & Permissions

Would it be possible to add a Rich Text field as a filter in a rule ?

We have a field at the format Rich Text. We need to use it as a filter for a Fetch Data action. However, it seems that it isn’t possible to filter from a rich text. We can’t convert that Rich Text information into a string, because we sometimes have more than the limited number of characters authorized for a string (which is 255 if my memory serves me right).Do you have any plan to add rich texts as filters or any workaround ?

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L
1 month ago
hunterjoseph12
Shoshin
hunterjoseph12Shoshin
asked in Rules & Permissions

Getting the most recent data in Data Designer

Hello! I am trying to create a report (through Data Designer) that, depending on the date of the last event (pulled from salesforce object) will give a boolean answer if it was within x months or not! I have most of it all worked out but my problem is, sometimes there are multiple events under the same name - but they happened at different dates and i was just wondering if there is a way within Data Designer to always only pull the most recent incident rather? Help Always Appreciated :) 

6
revathimenon
1 month ago
sarahmiracle
Golden Ruler
sarahmiracleGolden Ruler
posted in Rules & Permissions

Summarizing open risk CTAs at a Company level (or anything else that has multiple records per Company to be summarized in a multi select)

If you use CTAs for managing and reporting on risk, you might get requests like this from the business:Can you add the open risks to [XYZ] report?How can I see a summary of the open risks on the account from the [company level] report? How do you report on risks using objects not sourced from Call to Action?Here’s how we accomplished this using a multi-select field! Step 0: Add your new multi-select field to Company objectOurs is called “Open Risks” Step 1: Create a custom object that will be your “flattened object”I titled mine “Flattened Object for Open Risks.” The purpose of this object is hold one record per company with each “open risk” being its own column. The dataset columns will be each of your risk types.Be sure to include a string field called “Null value.” You’ll use this later when creating the multi-select. Step 2: Create a rule to load to your flattened objectTo get data in your new custom flattened object, create a rule to fetch from Call to Action.First, fetch from the

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sarahmiracle
Golden Ruler
1 month ago
M
Champion
MelissaCChampion
asked in Rules & Permissions

Can you remove a previous version of a CTA?

Hey!I fired a CTA, then my company noticed there was an edit they missed in the template, so I updated template & refired the cta.  Is there a way to remove the original cta that was fired?

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M
Champion
1 month ago
M
Shoshin
ManoelShoshin
asked in Rules & Permissions

Rule that will alert CSMs a SFDC account is no longer available.

Hi, folks! I would like to create a rule or perhaps a program that will alert CSMs when a SFDC id no longer exists due to a merge or a deletion in SFDC. As an example, I have a rule that pushes data from GS to SFDC and it only runs partially successfully because the SFDC  Account IDs are not found.Any insights? 

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M
Shoshin
2 months ago
P
prithvivihari11Registered User
asked in Rules & Permissions

{External Actions & Rules Engine}Ability to send notifications for API Errors

Hello,External Actions created can be used in Rules Engine as Actions. However, when an External API fails the rule shows ‘Success’ Status. Are there any plans to fail the rule when the API fails as well?

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jenniferpa
Team Captain
2 months ago
C
Shoshin
Conor6Shoshin
asked in Rules & Permissions

Weird issue with Milestone rule

I have created a rule that checks when 2 specific CTA’s have been closed. There are 2 actions in the rule both create milestones of the same type but for different reasons. For some reason the first action works fine, it creates the timeline entry and also appears in the customer journey widget. The second action also appears to work and can be observed to work in the execution logs, however no timeline entry is created and it does not appear on the customer journey widget either. Has anyone else had this problem? Any advice would be appreciated!

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C
Shoshin
2 months ago
hunterjoseph12
Shoshin
hunterjoseph12Shoshin
asked in Rules & Permissions

Changing Output through Advanced Logic?

I am trying to create a JO program that suggests content based on their role (CIO, Application, etc). The way in which I do this is to match their role to our contents Taxonomy Level through a calculated field.My issue lies in that not all of our roles (Security & Risk or CIO/CTO for example) match up to its corresponding Taxonomy (Security or CIO). Is there a way within the advance logic to change the outputted string if it matches a certain criteria? Something that may mimic how I would make this change if it was a coding language such as:If role == Security & Risk then role = SecurityAny help would be appreciated! 

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K
Team Captain
2 months ago
M
Shoshin
manda.edmondsShoshin
asked in Rules & Permissions

Server errors

Over the past few weeks, we have experienced a larger than average number of days where our rules fail due to a server error.  Is anyone else experiencing the same?

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anirbandutta
Gainsight Employee: Grand Slammer
3 months ago
shiv_kumar_katiyar
Gainsight Employee: Team Captain
shiv_kumar_katiyarGainsight Employee: Team Captain
asked in Rules & Permissions

Ability to disable the creation of new tabs every time a user clicks on a link in Gainsight

[i]Posting this on-behalf of one customer -[/i] If you click on the name of a customer from Cockpit OR if you search for a new customer at the top of an existing C360 page, a new browser tab opens for that specific customer. This is creating a ton of new tabs and several of their users are requesting the ability to disable the creation of new tabs every time they click on a link in Gainsight.

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A
3 months ago
M
Shoshin
ManoelShoshin
asked in Rules & Permissions

Assign blank value to rule

Dear fellows. I have to create a rule that has two different outcomes: First, if a CTA is Open and a certain Task has a Due Date, then a Company Field is populated with that DataTime value. This works fine!My second outcome, though would be to have that very same Company field become blank in case there’s a closed date to the CTA.I tried Case/Then and Formulas in “Transform” but I couldn’t figure it out with DateTime fields.Please help.Thank you!

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M
Shoshin
3 months ago
J
JamesRegistered User
posted in Rules & Permissions

Limitations with Concatenate in Horizon Rules

I was taking a crack at building a rule using the Horizon Beta that would be adding a URL to a CTA linked object section using a transformation (concat) and upserting it to the custom object. I noticed that you can’t concatenate a GSID to a string with Horizon but you can in Bionic rules. I’m sure that I can make a work around but I was curious if anyone else was having this same issue or if there were plans to add this functionality in the future.  

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sarahmiracle
Golden Ruler
3 months ago
M
Shoshin
ManoelShoshin
asked in Rules & Permissions

Rules

Hi, everyone!I am new to GainSight and I have to create a rule that populates a currency field on the Company Object with data that comes from SFDC. However, there other existing rules that populate that very same currency field. The object where the data should be fetched in SFDC is different from the one in the current active rules, so I don’t believe editing is possible.Will the new rule override the other rules? How can I approach this?Thank you!

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M
Shoshin
3 months ago
N
Gainsight Employee: Shoshin
nhesslerGainsight Employee: Shoshin
posted in Rules & Permissions

"Default Value" in Horizon Rules

Hi Team,It does not appear that the definition of “Default Value” on a URL field is correct in Horizon Rules. When hovering over default value (in the action step) it states: “The default value will be used if the incoming field is not present or invalid.” However I had a customer who was trying to pass URL values in this rule, and it only changed URL values to the default value when the incoming value was null. There were 2 records which came in with invalid URL’s (not null) and they were rejected completely, causing the rule to run Partially Successful.  It would seem as it currently stands the definition of Default Value should be: “The default value will be used if the incoming field is not present.” (NOT Invalid). Has anyone else experienced this? Is there something I am missing? 

0
N
Gainsight Employee: Shoshin
3 months ago
rakesh
Gainsight Employee: ACE
rakeshLets put your data to work!
published in Rules & Permissions

How to post to slack any data programmatically from Gainsight (Rules Engine and JO)

 This video shows how to post any message to Slack from Rules Engine (or JO) leveraging External Actions in Gainsight. We use 2 methods that Slack has to do this:Webhook (first half of the video) OAuth authentication (2nd half of the video)

57213
mightylud
Shoshin
4 months ago
E
ehornRegistered User
asked in Rules & Permissions

Needing help with transforming a field within Rules Engine for a survey (office hours question for 7/20 session)

Hello! My teammate and I are working on a Write Back to Salesforce rule for a Gainsight Survey that we have built out. Off Track and On Track are values on the new “How is customer feeling?” field in Salesforce. However, the survey question in Gainsight uses a different set of values in the actual survey responses the customer will be answering when they receive the survey. We need a way to transform specific survey response values to either a string value of “On Track” or “Off Track” and we need assistance in figuring out the best way to do so. 

1
darkknight
Grand Slammer
4 months ago
Tomas Trijonis
Veteran Rookie
Tomas TrijonisVeteran Rookie
asked in Rules & Permissions

CTA comment formatting in Horizon Rules

Has anyone had any luck with CTA comments in the new Horizon Rules Engine? For me it doesn’t respect even ordinary line breaks, let alone standard markdown or HTML. Everything is just a mush of plain text in the final result.

4
jenniferpa
Team Captain
5 months ago
keith_mattes
All Star
keith_mattesAll Star
asked in Rules & Permissions

Are Bionic Rules getting retired in July?

Several Admins are reporting confirmation that Bionic rules will NO LONGER be available in “July” and we will be cutting over to Horizon Rules 100%At the surface this seems terribly aggresive and ill-advised as many issues have been reported with converting rules and basic Horizon Rule functionality in parity with Bionic Rules. Such a change with tremendous impact to Admins globally should be well communicated and accompanied by the proper enable AND option to post-pone or delay the conversion. Admins are seeking some feedback/discussion around why this decision was made and with such a hasty timeline.   Please advise with urgency as this has a lot of folks VERY concerned. 

23
courtney_hauser
Gainsight Employee: Rookie
5 months ago
andreammelde
ACE
andreammeldeACE
asked in Rules & Permissions

Is it possible to create a rule to reassign CTAs?

As the admin, I am defaulted assigned for majority CTAs. I want to create a rule so that if the account ends up with a CSM after the CTA is created, the CTA is reassigned from me to the CSM. Is this possible?

9
T
Shoshin
5 months ago
jahnavi moturi
Gainsight Employee: Shoshin
jahnavi moturiGainsight Employee: Shoshin
posted in Rules & Permissions

Import / Export to S3

Hey Everyone!I have been working on the Amazon S3 buckets recently and thought it would help someone in the community If i record a video on how to use the Gainsight managed S3 bucket (which is available for all the GS customers)Here are the short & crisp videos to use S3 in GS for the below purposes: Import data from S3  Export data to S3Hope this post will be helpful for those who are looking for a brief walk through on S3.

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C
6 months ago
J
Shoshin
jpmehlhaffShoshin
asked in Rules & Permissions

Rebuilding lifecycle weeks per year field in NXT

In the SFDC version of Gainsight, there are a few lifecycle formula fields that come standard on the customer info object. One particular useful one is called Life cycle weeks per year. This does not exist in NXT:  Use case: This field takes a customer’s start date and calculates how many weeks today is from that date, but evaluates on a relative 52 week timeline vs absolute. For example: If the customer’s start date is 11/1/18 and today is 11/8/19, this field would return 1 week vs 53 weeks. This is extremely helpful for building automated lifecycle management programs, because you can add customers to programs based on lifecycle weeks vs anchoring on a renewal date or a calendar year.  With this field, you can build programs to send to customers every Q1 and Q3 based on their start date vs. a renewal date or calendar date. Without this field, you have to either work off renewal date (tricky because of annual contracts and multi-year contacts and because renewal dates can change based

3
katelyn.turner
Shoshin
6 months ago

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