Replies posted by tim_schukar
You should be able to put most HTML into the email template by clicking on the insert HTML button on the email template. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190417at3-37-07PM-cfbfe1a1-4b1b-489a-a829-a80cb70a18c5-960840133.png[/img]You would then want to click back to the regular interface to edit with tokens/reports/etc. Just make sure you have absolute URLs for any externally served images. Thanks! Tim
Report on most recent timeline activities for all accountsWorkaround Available
Hey Yosune - I would recommend creating an MDA Object to hold that last timeline entry information - something like Account ID (with lookup to Company), Activity ID, Subject, Entry Author, Activity Date, etc.. Seed the object with every active account ID. Then create a new rule that pulls all timeline activity entries (can time box this after the first run). Next, perform a transformation step to group by Account ID and show Activity Date (MAX). Finally, use this Max Activity Date to Merge back to the original timeline entry dataset and pull out the needed information on the specific Max Activity (Subject, Author, Activity ID, etc.). You can set to run this per your specifications. Finally, create a dashboard off this new MDA object with global filters to allow for targeting of individual accounts and/or last activity within a certain time frame (e.g. over 30 days ago). Let me know if you have any queestions? Thanks! Tim
Hey Lyne - This is the exact use case of the events framework. You can have your SFDC team set up an SFDC trigger to fire the event to Gainsight upon case closure. Gainsight would then immediately fire off the email (or run a rule). Check out the link Denise sent and let me know if you have questions? Thanks! Tim
Hi Manuel - Best practice is to look at Activity Types as "buckets" that require different meta-data from the other activity buckets. For instance, you could have an Executive Meeting Type, a Operational Meeting Type, an EBR/QBR Type, etc., but in reality, these are all of type "Meeting." To separate these out for reporting and CTA triggers, add a meta-data drop down field named "Meeting Type" and list out the various types of meetings that you are trying to differentiate. It's easy to combine activity types if you look at the required meta-data you have on each type. If multiple types have the same meta-data (i.e. Subject, Duration, Internal Attendees, External Attendees, Meeting Type, etc.), you likely can combine them into one Activity Type and segment by adding a drop down field. If there is something specific to that activity type (e.g. ROI Activity has percent complete field), then it likely requires its own Activity Type. Make sense?
Hey Jeremy - You can actually do this via the action section by clicking "Add Custom Field" and adding/subtracting days from rule run date: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181017-39953-cp6xy1-Screen_Shot_2018-10-17_at_12-00-01_PM_inline.png[/img]
Suggestion about workarounds to create CTA by rule with a specific Due dateWorkaround Available
Interesting. It sounds like you are not triggering the process. For the object selection, do you have any criteria or is it upon creation and/or modification? Usually, the first step to troubleshooting these PBs is to make sure it fires and look at the resulting error.
Suggestion about workarounds to create CTA by rule with a specific Due dateWorkaround Available
Hey Olavo - Are you getting an error from SFDC when this process is triggered? If not, and the due date is not getting updated, you are likely not triggering the process. What does the update step look like? Thanks! Tim
Hey Jeff - This is a sticky one... For the SFDC Gainsight objects, you can update them via DataLoader by performing a pull on all records you need to change, using Excel to do a vlookup and swap out SFDC Account IDs and then performing an update via DataLoader to repoint those entries to the correct account. For [i]some MDA objects, you can create a lookup table in MDA (e.g. Bad SFDC ID, Good SFDC ID) to use with bionic rules to update accounts. E.g. Pull records with bad accounts, pull lookup table fields, merge on the bad SFDC Account ID and only populate the resulting dataset with the good SFDC ID. You can then use the actions to update the MDA objects. Finally, for things like Timeline Entries, you have to submit a ticket to Gainsight Support and our L2 team has to make the change. To do this, they will request: activity_id (timeline activity id), new_id (New SFDC Account ID), new_gs_id (new Company Object account ID), label (Account Name) and context (Account, Relations
Hey Nancy! Journey Orchestrator [i]exactly fits this use case. I recommend fully fleshing out those moments of truth along the Welcome/introduction phase as well as their adoption/Client Performance phase. This will help identify not only the trigger points for communication, but also the metrics needed to validate if the desired behavior is occurring and, if not, trigger a CTA for CSM follow-up. Practically, on a Welcome/introduction phase, this could look like: 1. Send out Welcome Email and introduce team/resources 2. Have a conditional wait to verify access of resources page. If no access within X days, trigger CTA for CSM follow-up. 3. Send a survey to capture desired business outcomes. 4. Have a conditional wait to verify receipt of survey results. If not responded, trigger a CTA for CSM follow-up. 5. Etc., etc. The key to your tech touch strategy will be to not only identify the moments of truth, but to also measure the desired behaviors of your t
Hey Segan! I think you would want to do this with an MDA object instead of a new field on the CTA object - unless you are ok with loosing the visibility once the quarter is done. I'm seeing the architecture look something like this: 1. Create an MDA Object "Quarter CTA Closures" with at minimum "Year", "Quarter", "CTAs Created", "CTAs Closed-Success", "Percentage Closed Success", etc. 2. Create a bionic rule dataset that pulls all CTAs that were created in the quarter in question using a using a count distinct aggregation. 3. Create a bionic rule dataset that pulls all CTAs that are of Call to Action:Status = "Closed Success" that were closed in the quarter in question using a count distinct aggregation. 4. Create a Transformation step and use the Numeric Expression to calculate the Count of CTAs Opened / Count of CTAs Closed. 5. Load all three fields to the MDA object with custom fields to set the year/quarter/etc. I would set this up each quarter and have it run n
Not at all. The Contact Role is critical for long-term Program success. The concept of relationships allows you to send to specific contact roles that are applicable at a relationship level only. For example, if I have two Executive Sponsors at ACME, but they are specific to a relationship, I wouldn't want to send them down the same Program as the content would either be too general or not reflective of their experience (if the relationship is product specific). To segment these: - Load Exec Sponsor 1 to Relationship Person under Relationship 1 - Load Exec Sponsor 2 to Relationship Person under Relationship 2 I could then use the Powerlist to generate a list of Exec Sponsors that are only applicable to one of the relationships. Unfortunately, custom rules have been deprecated and bionic rules are the only way forward in a mass update setting. Alternatively, you can add the "Person" section to the R360 layout and have CSMs add them manually from
Relationships aren't a part of SFDC functionality (only have a GS context). You [i]could do something like this by creating a dropdown list on the Contact Object and selecting which relationship they are a part of, but that gets messy to manage. The Relationship Level powerlists are looking at that "Relationship Person" and "Company" objects to segment SFDC Account Contacts to their proper relationship. Does that make sense?
Hey James! Apologies for the delayed response. From an architecture perspective, contacts (SFDC Contact Object) are associated to an account (SFDC Account Object). With the concept of relationships, you have to associate account contacts to the specific relationship. Within Gainsight, we look at this as a "Relationship Person". You can see the object model here: [url=https://support.gainsight.com/Data_Management/Gainsight_Standard_Objects/Gainsight_Person_Object_Model]https://support.gainsight.com/Data_Management/Gainsight_Standard_Objects/Gainsight_Person_Object_Mod...[/url] You can have CSMs manually add "Persons" via the R360 section or you can do it via the rules engine in the "Load to Relationship Person" action. Does that help? Review the Person's OM link above and let me know if you'd like to chat? Thanks! Tim
Hi Jim - It does sound like your data space is not correctly mapping over to the accounts on the contact record. This may be because you don't have the contacts tagged to the relationship ID. I'd start by looking there. Alternatively, if you can use the Query Builder as part of a JO program, it gives you much more control in terms of merging together different data sets. Let me know if that helps? Thanks! Tim
Ah! Understood. Yes, I would recommend the Journey Orchestrator route with an email campaign for the lower/mid-touch customers. However, if you want that personal touch for the high-touch segment, I would recommend creating a CTA with an Email Assist task that would be pre-formatted with the requisite Release/Sunset/Upgrade verbiage and links. That way the CSM can start a conversation with the client without too much additional "busy" work. Make sense?
Hi Angela! Welcome to GS Administering! (It's terribly addicting.) : ) What is your use case for the CTA? I would caution against a blanket CTA except under the strictest of circumstances. Ideally, CTAs should be triggered "by exception" and used to focus the CSMs attention on a task that needs immediate dispositioning. If the CTA is an admin task (e.g. Schedule QBR) across all accounts, it will be noise and will be ignored. But to your question, the rules engine would be the fastest way to do something like this. Steps would be: 1. Create BR "CTA - [Descriptive CTA Name]" 2. Dataset: Pull Account ID, Account Name, CSM Name, etc... from all Status = Active from Customer Info Object 3. Action: Call to Action Let me know if you have any questions or if I can help narrow your use case? Thanks! Tim
Hey Faelan! My guidance is below. Let me know if you have additional questions/clarifications? 1. Yes. When you send a Program via Journey Orchestrator, you tie in the Account ID (and likely Contact ID) when you build your participants list. You can then view analytics by program, by Account or even by Contact. 2. Yes. You can either have a survey question response feed a health score (e.g. Likelihood to Renewl) or you can have participation in a survey provide an engagement health score. 3. Yes. We have the concept of Related Objects that can tie the survey to a specific "transaction" - be it a Case or some sort of Engagement. 4. We recommend using JO for ease of use and flexibility. For this particular use case, you would build a dynamic entry list that would look for any client that has gone live "X" days ago and start the program. Then based on calculated fields (e.g. response to a survey), you can provide logic that either
Search by account name, not just relationship name when logging an activity in Global Timeline to thImplemented
Hey Katie! Would this do the trick: [url=https://community.gainsight.com/gainsight/topics/configure-timeline-search]https://community.gainsight.com/gainsight/topics/configure-timeline-search[/url] This way, you could configure which fields would show up in the "Relates To" search field to more narrowly dial in on the Relationship.
Hey Jasmine! Both of your options would be doable. Does your MDA/CSV also contain the SFDC Account ID of the Account? If not, you'll need to write a rule to write the SFDC Account ID to the associated Account Name in the MDA object (Assuming they match). Within the MDA Object schema, you'll need to add the "Account ID" field of type "SFDC ID" and map it to the Account ID on the Account object in SFDC. This will allow you to target this MDA object with the rules engine and trigger CTAs and/or JO programs for any thresholds (number, priority or age) that are met. Let me know if you have any questions on the above and we can jump on a call? Thanks and good luck! Tim
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