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I'm getting hung up on the duration part, meaning I want the rule to basically say when the stage changes from New Customer to Onboarding, fire CTA Implementation. It needs to be set in a way that the rule only looks for customers who have just switched to this stage. I'm afraid it's set to trigger the Implementation CTA for anyone who's in the Onboarding stage even if they've moved past this step. Advice?





Thanks!
I suppose you could put an "entered onboarding" date field on the Account in Salesforce, and trigger the CTA off of that.





Alternatively, in the "Setup Rule" stage, you could pick Account History as the source object (or, if you pull your stages from Opportunities, the Opportunity History object). So, set the rule to create the CTA when:




  • "Changed Field" = Status (or whatever you call the field; it may be the API name of the field, though; you'd have to look at the contents of the table using 'Preview Results' in that page)

  • "New Value" is Onboarding

  • "Old Value" is not Onboarding
I haven't tried it myself, but it seems like it would work so long as you have history tracking set up on that field 🙂
Seth's reply is consistent with what we have seen. In order for a rule to work off a change in a field's value; there needs to be some type of date stamp associated with the change. Otherwise, the rule doesn't have a way of knowing whether the value is new or was already set to that value. I'd be interested to see what others have done in this regard (always a chance we're missing something).
We have several rules that run similarly, and basically, we had a field created to store the "Value Yesterday". We set up a rule to populate that daily, and then, write the rule to fire the playbook to compare the "Value Yesterday" to the "Value Today", and generate the playbook accordingly. So, in your case, I would have a Stage Yesterday field (and the accompanying rule to populate it), and then, write your CTA rule so say if "Stage Yesterday"= New Customer and Stage (today)= Onboarding, fire the CTA.
Thanks for your help everyone. I'm all set now.
Hello and a quick add-on question to this thread. Much of the discussion is on the Rules, CTA's and Playbook integration. All important mechanics, yet I have an interest downstream around Business Value. In other words, is there a way to show the impact of customers traversing Stages that then can impact / influence a Health Score metric?





Knowing the Stage has been traversed is good, knowing the customers Sentiment Score has has increased due to a compelling event such as a Lifecycle Stage change is what I'm trying to drive towards. Thank you in advance for your assistance with this. Take care.
Hi MK,


I get the impression that Gainsight intended for the Milestones functionality to help serve that purpose, although we don't (yet) use them ourselves. If a stage change caused a Milestone to be created, then you could see that event alongside metrics like product usage.  More info here: https://support.gainsight.com/hc/en-us/articles/207174118-Milestone-Usage-Analytics

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