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Rules & Permissions

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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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...

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...

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...

615 Posts

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kumaranbcakChampion in Training

asked in Rules & Permissions

jenniferpaTeam Captain

asked in Rules & Permissions

Advanced Logic Does Allow for Complex Logic

I am trying to create a Rule to add an End Suppression Milestone to an Account 60 days after the Start Suppression Milestone was added. I know I can create two queries (one for Start Milestone <= 60 days and one to exclude accounts with the Stop Milestone <=60 days) and then merge for the Account list to add the Stop milestone. The issue I can across is that I should also be able to do this in a single query using Advanced Logic but the system removes the parenthesis upon save. Here is the Logic: Filter A: Milestone Name = Start MilestoneFilter B: Date <= Subtract 60 daysFilter C: Milestone Name does not equal ‘Stop Milestone’Filter D: Date >= Subtract 60 days Advanced Logic = (A AND B) AND (C AND D) When I enter that logic, all parenthesis are removed on save but ‘A AND B AND C AND D’ is not the same as ‘(A AND B) AND (C AND D)’. Is this by design, is there another way to accomplish this, or is this a bug? Thanks in advance.

2 years ago

pmccruddenShoshin

asked in Rules & Permissions

Adding a Renewal Risk Measure with CTA Creation

Hi everyone, Hoping to get some thoughts on how to best acheive this. We are looking to add a new Renewal Risk Measure to our Health Score. The current requirements we are looking at are along the following lines:Set the renewal risk score manually by CSM on accounts with an assigned CSM Set a weekly batch job for other (non-assigned CSM accounts) based upon when renewal is due and overall health of account. If Renewal Risk goes Red - trigger a CTA automatically to the assigned CSM (where applicable). Where no assigned CSM possibly assign to the CSM Manager of the Segment? When the Renewal Opp closes, automatically reset the Renewal Risk Score to Green and close any open CTA’s. Wondering has anyone a similar process in place or how you might start out with this? Just looking advice or some additional input before I start creating the process. Thanks,Patrick

2 years ago

sam_saundersRegistered User

asked in Rules & Permissions

Is there a way to add 'created by' to rules analyzer exports?

Is there a way to add columns to the analyzer export? I am in need of the Created By and Last Modified By columns for all rules, and neither a config snapshot, bulk scan, or analyzer export covers these columns. These are available as filters in the rule list but a bulk export with these specific columns is needed for ease of maintenance and record keeping. Currently workin in SFDC edition

2 years ago

mandy_majorGainsight Employee: Team Captain

published in Rules & Permissions

Product Issue - Load to Gainsight Object Rule Action

UPDATE: The fix has been pushed to all customers UPDATE: Fix has been pushed to customers in US; EU customers should have the fix tomorrow We wanted to inform our customers about a product issue our team just discovered. We have received reports of Rules that are being test ran with the action for "Load to Gainsight Object" is not working as designed and is modifying the data, when it should just be a test run. Our team is investigating the fix for this issue, and we will continue to post updates to this thread.Please refrain from using test runs for "Load to Gainsight Object" action in rules engine. Sorry for the inconvenience this may have caused to your instance. We hope to have this resolved shortly.

23112

2 years ago

sannithravalkole11Registered User

asked in Rules & Permissions

Trying to get the unique count of a string value in rule

We have imported data into gainsight with Request Number which are strings. one request number can have multiple line items. So the line items are identified with the same Request Number as unique identifier. Now I am trying to build a rule to update scorecard based on the count of Request number. can anyone help me how to count the Same request number records?

2 years ago

spencer_engelACE

published in Rules & Permissions

How to aggregate and merge data in the Rules Engine

Hi everyone - I've put together a how-to video that explains how to aggregate data and then merge with another dataset to get everything you need. The use case here is that I want to find the nearest-in-the future close date for an opportunity (a.k.a. MIN Close Date) and then still pull over other key attributes from that opportunity (Amount, Owner ID Name, etc.). Here's how to do that. [video]https://player.vimeo.com/video/333166700[/video]

4422

2 years ago

cristina_postolacheRegistered User

asked in Rules & Permissions

Rules - allow to select more than 20 fields per rule

I have a rule where I load to Usage several fields that sum up all the different features available in our product. But now we have introduced a new feature (portfolios), and I wanted to add that to the rule, but unfortunately I can only have 20 fields. I wouldn't want to create another rule, I already have quite a lot of them. Is there any reason for this limitation? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160330-5857-2d4yjt-Limit_Exceeded_inline.jpg[/img]

2 years ago

tejkumarGainsight Employee: Rookie

asked in Rules & Permissions

Can we populate label for pick list datatype fields in the task.

Hi Team,Can we populate label for pick list datatype fields in the task. Use case: Customer is looking to merge the tasks with picklist(LHS) and string(RHS) and it is not working since pick-list pulling id.

2 years ago

Justin BillsVeteran Rookie

asked in Rules & Permissions

Upsert not working properly.

Hello - I’m attempting to create a data space that houses some survey data. The idea here is the customer takes this survey along the road of the customer experience and self assesses their improvements. I want to load their answers (which includes a survey answer timestamp) and then as the rule runs daily it should be bring any new people who have answered the survey and also the original people should they take the survey again in say, six months. Use case would be customer X takes the survey on 1/1 and then on 9/1 takes it again after working with the CSM for awhile. The rules sees the timestamp is different than the 1/1 and makes a new record. Now the CSM can see both survey responses from teh same person and see what improvements have changes. I have the following identifiers to help assist with this upsert:GS Company IDSurvey Answered time stampemail address. Every time I do a test data load it’s just duplicating the information, even though, according to upsert, this data i

2 years ago

rajasekhar_parasuGainsight Employee: Rookie

asked in Rules & Permissions

Rule not showing the failure records

lets assume if we have 200K records.As you know the in each batch we will process 100K records. So that the above 200K records will be processed in 2 batches. If the 2nd batch records got failed we are not whing the failed records in rule result log as currently, showing first batch records.

2 years ago

colettegoodeShoshin

asked in Rules & Permissions

Permission set for just Report builder

Is it currently possible to give some users access to the report builder only? We have a number of users that require the report builder function but do not need and should not have access to the other admin functions such as rules engine etc. Is it possible to just give them access to report builder and not give them full admin rights?

2 years ago

andreammeldeACE

asked in Rules & Permissions

Export to SFDC - Multi-pick list to large text field

Is it possible to aggregate a multi-pick list in GS to send to SFDC via a rule to populate a large text field? Use case:We want to send a survey response that is multi-pick list with an “other” option to type in freeform answer to SFDC. The field in SFDC is a large text field. The data is dropping off and not populating the field in SFDC. I want to aggregate the options the survey responder selected to one large text to send over

2 years ago

sagan_sherlinChampion

asked in Rules & Permissions

Rules Engine. Creating a Task for a Date Field x Months Out - Without Including Current Month.

Hello!I’m trying to trigger a CTA to our CSM when they haven’t communicated with their Key Stakeholder in X Time - and depending on the length of time that has passed, there are different playbooks associated with it.Ideally the Rule would be able to identify the following:Key Stakeholder Communicated in within Last 3 Months Key Stakeholder Communicated 4 Months Ago Key Stakeholder Communicated 5 Months Ago Key Stakeholder Communicated 6 Months AgoI used Max Created Date from Activity Timeline where the Key Stakeholder was found - and posted that date to a field on the Account record. From there I’m trying to get the accounts to match the bullet points above...via the Rules Engine so I can trigger the CTAs. But while I can get the first one - the others keep including the first bullet point and not just those associated with their time frame.Thoughts?

2 years ago

james_whiteheadRegistered User

asked in Rules & Permissions

Writing to MDA Data Objects from Rules Engine: No access to custom tables

Good Morning- Our new SVP of Client Success has some reports he needs built, however the data he’s asking for in one report come from multiple MDA tables and from SFDC. I’m trying to populate a new MDA table from the Rules Engine, however the custom MDA table is not showing up when I choose “Load to Gainsight Object”. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/DataManagement-ba985286-d2a8-4b6e-ad2b-6c777644683c-1239351192.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/CustomObject-9a9cc8c9-b33f-4c3e-a712-5a97b046a41e-372463979.png[/img]Why would this be happening? Thanks! -Jim from the Rules Engine, however the custom MDA table is not showing up when I choose “Load to Gainsight Object”.

2 years ago

andreammeldeACE

asked in Rules & Permissions

Multiselect Field to SFDC Field - Rule Error: INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST:bad value for restricted picklist field

We have a rule that is supposed to sync a multi-select field on the company object to a corresponding field in SFDC on the accounts, yet we keep getting the below error:INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST:bad value for restricted picklist field I confirmed the mapping is correct and all the potential options are available in SFDC so why is it continuing to fail?

2 years ago

alissamirsky123Registered User

posted in Rules & Permissions

Parent/Child relationship for CTA's

Hi All, we are currently looking to scale an option in Salesforce and Gainsight where we have a CSM as the overarching parent owner for an account but also assign a representative for child accounts. We want to make sure the appropriate representative assigned recieves the CTA’s for gainsight and then also flows correctly from a reporting perspective. Anyone have a good example of how they’ve set theirs up?

3 years ago

phil_kowalskiRegistered User

asked in Rules & Permissions

Is there a way to regularly import third party NPS data?

I found this article about importing NPS results from a 3rd party: [url=https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Examples_and_Tutorials/Load_3rd_Party_NPS_Results_to_Gainsight]https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Examples_and_Tutorials/Load_3rd_...[/url] I was wondering if there was a way to run a rule or process like this on a regular basis (i.e. not a manual upload). I'm expecting some resistance internally if I suggest switching up our NPS collection process from what we've been using for a few years to collecting it through Gainsight. We store the NPS data in Salesforce, so it shouldn't be hard to get to, but I can't figure out how (if possible) to get it into Gainsight's NPS area.

3 years ago

sudheer.gotetyGainsight Employee: Shoshin

published in Rules & Permissions

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 it.Let me know if you have any questions!

2561

3 years ago

ErseburseVeteran Rookie

asked in Rules & Permissions

How to setup a scorecard rule with a non-numeric question on a satisfaction survey?

HI all: Has anyone successfully setup a scorecard metric to be based on a survey response that is nont numeric in nature? So for example, we are asking folks “how likely are they to renew with us” and its not on a scale of 1-10, rather the options are:Very likely Likely Neutral Unlikely Very Unlikely Not applicable Any ideas/best practices on how folks make a question like this impact their Scorecard? Thanks,Alex

3 years ago

prithvi_vihariVeteran Rookie

asked in Rules & Permissions

Removing unwanted Paragraph formatting in Fields when Exporting via Rules

Hey Team, Is it possible that we can have an option to remove the formatting from Rich Text area fields(like Answer text which is a Survey field) such as carriage return? I ask this because tools such as Power BI are not very friendly while processing such Data- ultimately causing errors and requiring a manual change of all records which have the extra carriage returns in Text fields.

3 years ago

jrivaTeam Captain

asked in Rules & Permissions

No Logins in 2 Weeks Rule - Transformation Task

I’m trying to create a rule that will identify which accounts haven’t logged in the last 2 weeks. We use PX and have mapped “user logged in” as a feature. Feature name is a field in the GS PX to CS Company Time Series Daily object, so I’ve created a task in the rule to bring in feature name from that object. I’m guessing I need to use a transformation task to figure out if that feature was used in the last 2 weeks, but I’m not sure how to configure that task and/or which formula field to use. Any help would be greatly appreciated!

3 years ago

Justin BillsVeteran Rookie

asked in Rules & Permissions

Zendesk Healthscore based on last ticket created

Hi everyone -We are starting to build out health scoring for engagement. One thing we wanted to track was how long it’s been since the last ticket was created, and use scoring. We are using Zendesk, and the Zendesk object to do this.I’m encountering an issue with the rule to populate the score since there is no last ticket created field. Any advice would be appreciated!

3 years ago

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