Rules & Permissions
Share your questions and best practices on Rules and Permissions for Gainsight CS here.
- 576 Posts
- 2,100 Replies
We have a pooled model. I do have the documentation on setting that up. Follow up though - once a person is assigned to a CTA, we want to fire the NEXT onboarding CTA but use the prior closed CTA assignee as the Owner. I have added the Assignee field to the show fields but no luck. And the rule is set to only fire the next CTA if the prior is closed won. Any suggestions?
I need some help configuring a rule, and I've tried about a hundred different things and still can't get it to work as I want it to. Goal of Rule: We are using the Contract object in SF, so I want to ping that object by account, and then, fire an CTA based on the Contract Start Date of the contract with the largest NCV. [u]Current Process:[/u] [b]Task 1: Dataset[/b] Use Contract Object and pull all contracts with the status of Active Show: Account ID, Contract Number, Contract Start Date, Contract End Date, NCV [b]Task 2: Transformation[/b] Take data from the first pull Show: Same fields, but click on NCV and choose Max of NCV That's where I run into issues. So, for example account, I have two active contracts. Let's say 1 for $10 with a contract start date of July of 2018, and another one for $5 with a contract start date of April of 2019. I only want the transformation to return that first contract so that when I write my On-boarding rule, it gets
Has anyone experienced an issue when tokenizing rule comments? I have been creating some new scoring rules and have noticed that when I run a report on the Unified Scorecard data source, my comments are not updating and some of the comments have added on verbiage which I did not include in my rule comments. Here are a few examples, looking for guidance or if anyone else has faced this issue...thank you in advance for any advice! Comments in the rule Report showing 83 days ago which is not in the rule?
Hi, the goal is to trigger a new zendesk ticket via the api call.We use a rule chain for that and the body of the new ticket should contain the content of an specific activity.This works perfectly via the rules engine, but the problem is that only one ticket should be triggered or in other words, the rule should just process the new activity once.We could not filter the rule setup with like “just consider new activities”.Therefore we want to use a tag (in the activity) like “ticket created” (checkbox).Then the rule could be filtered for “ticket created= empty” and the action of the same rule could tag the field “ticket created”.Long story short: That’s why the rule action should change the activity field.Does anybody struggle with the same issue here? BestLisa
I've been wracking my brain - and even reached out to GS support - to try and figure out if it's possible to identify the most recently triggered CTA per account, retrieve to whom that CTA was assigned, and use that to trigger subsequent CTAs to the same individual. This is in an attempt to trigger CTAs to our "pooled" team of CSMs covering our long tail accounts. I can certainly pull by MIN Created Date, but of course any additional Show Me fields I add breaks down the list by those values (i.e. if I add Assignee, it will give me MIN Created Date BY Assignee). So I thought I could pull in the MAX CTA ID and then use that to map to another dataset task containing the CTA details I need for the subsequent CTA triggers. But apparently the CTA IDs are not created in an incremental fashion, because on some accounts it kept pulling a CTA that was NOT the most recently triggered CTA: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot2019041
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)
Good Afternoon- I'm trying to write a rule to write some scorecard data to Salesforce and am running into a problem: The action I was expecting to see, "Load to SFDC" or "Load to Salesforce Object" (cannot remember the exact terminology) does not populate. Did Gainsight remove this functionality? Thanks -Jim
Is there a way to limit end users' ability to edit/delete customers in Gainsight? When on the Customers tab, users can click the pencil icon next to an account and either: 1) delete the record from Gainsight, 2) modify the Stage/Phase, or 3) change the account status. We want to limit users' ability to do this, but wasn't sure if there's a way to do so currently.
I want to give my support team a single field that simply lists a customer's use cases. Our sales team provides this info by filling in 7 text fields -- one for each use case. If there's text in the field, it means that the customer has that use case. However, I don't want to inundate my support team with all that detail. I only want to tell them which fields have any content. I would really like to avoid adding Salesforce fields for this single purpose. I keep running into roadblocks in Bionic rules, such as: [list] [*]Formula fields don't have an "If/Then" function. [*]When I count or Pivot records, I can't concatenate the results. The Concat function doesn't accept numeric fields. [*]If I try to do a separate task for each field, filtering to see if it's null, and then merge the results back together, I hit the limit of 15 tasks per Bionic rule.[/list]Any creative ideas to get a single field that indicates which of several fields are not null??
I'm not sure this is the best place to post this question, but when I submit a help ticket there is an option "Access Granted to Gainsight Support" and I'd like to clarify what this option means. I could infer that I am either granting access to my SFDC instance or have already granted access in the past. Neither makes much sense given the lack of a Gainsight Support account that could be used for this purpose. I'm just wondering if there is a specific workflow that this checkbox enables.
I created a custom Matrix Data Object called "Order Summary". I can load data to it under Setup Action in my rule, but I can't select it as the data source of another rule under Rule Setup. The object is not available in the list of data sources under Salesforce, Data Spaces, or Matrix Data ... I would expect to see it under Matrix Data, right?
I'm needing to access the data from our segment integration with a bionic rule. Does anyone know if this is at all possible? And if so, how to do it? We have all our segment data stored on an MDA object labeled "Segment Day Agg". I can access all of our MDA objects, except the segment and email related objects.
Hey there, Can you share any features/updates that are confirmed for the summer release? I would also love to see anything that is tentative, knowing that it could be pushed to the fall release. It's very helpful to know these things when prioritizing what features we need to adopt.
There have been a few times when creating bionic rules that we miss something in the first pass of a merge. But when we try to add it, we can't figure out how to include the new show field. Are we missing where this is? It's frustrating to have to remove the entire merge and start again to get the information we missed the first time.
We are facing an issue with the static resource limits on our orgs. Salesforce currently has a hard limit on 250MB. The current version of Gainsight is taking up about 1/5 th of the overall limit available for our org. What is the size of static resources used in the latest GS package(v5.6) and how can it be decreased? I am reaching out to see if any one had a similar issue.
I have a special rule that I have built to fire a CTA whenever a certain event takes place in SFDC. I want to be able to run this repeatedly though out the day, and have my Success Operations team react when these items are created. In looking at the Advanced Scheduler it looks like I can only schedule this every two hours, which is fine. I am just curious if this is correct? CRON Expression for two hours is : 0 0 0/2 1/1 * ? * and that will work. If I make the CRON expression every 15 minutes like this: 0 0/15 * 1/1 * ? * it says too short a Duration. Is two hours my limit for how short of a frequency I can schedule things?
I need to build a rule that raises a CTA and includes a date comparison in the criteria. The dates are 2 fields on the Account record, and I need to use the one that is latter for each Account. e.g. If School Start Date is later than Implementation Start Date, use School Start Date, otherwise use Implementation Start Date. I have tried to create a bionic rule and use a formula field to determine the latter date, but there are only 2 Date functions (Date() and DateDiff()) which do not solve this need. And the date comparisons in the rule setup and rule action criteria both only allow you to compare a field to a fixed set of options, e.g. Rule Date or X days since Rule Date. I can't choose another date field on my object/in my data set. I cannot find another option, so I thought I'd ask the Community for any ideas!
How can i add more items on Product name ́s list described in the below image? I thought that list would show my products, but when i add two more products the list did not changed. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180611-84349-1g960cm-final_inline.jpg[/img]
Didn't find the precise answer to this question in the Documentation, so let's go: Does child rules are applied only to resulting customers of the Parent Rule? Or does the child rules query results work independently of the parent's result? Example: 100 customers (A) Not Nested: - Rule 1 (20 resulting lines out of 100) - Rule 2 (50 resulting lines out of 100) - Rule 3 (10 resulting lines out of 100) (B) Nested: - Parent Rule 1 (20 resulting lines out of 100) --- Child Rule 2 (5 resulting lines [b]out of 20[/b]) --- Child Rule 3 (3 resulting lines [b]out of 20[/b]) If it works like (A), then probably all child CTA rules will need controls so the CTA doesn't open over and over again. Thanks, Bruno
To help answer your questions on the new Scorecards 2.0 and migration options, please see this [url=https://support.gainsight.com/Product_Documentation/Scorecards/Overview/Scorecards_2.0_FAQs]article[/url]. If you have additional questions, you can post them here, and we'll update the article too.
With the v5.9 release, Gainsight can share in-app messages, polls, tooltips, and walkthrough guides. We're excited to roll out this new functionality as it allows us to provide product tips and contextual help, help new users get started, introduce new features, and guide users through a new task or process. We are asking users for their role with an in-app poll, so that we can share relevant in-app content with you in the future. We apologize that the poll popped up more than once for many of you. Responding to the poll does not add you to an email distribution list or mean that you've opted-in to any program. It simply allows us to share the right in-app content with you, as well as filter out information that's not helpful for you in the future. We're also working to resolve an issue with the Configure Adv. Outreach Guide that prevents the complete guide from displaying. We appreciate your patience as we work through these matters. For more information, see [url=https://sup
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