Hi Scott,

I’m hoping to understand if there is a way to run a historical/current report on the milestones that get logged to the Customer Journey map.

e.g.

Historical: Run a report showing CSM changes for all customers over the the last rolling 365 days.

Current: Run a report showing data for all milestones (automatic or manual) logged for all customers this year.

Hi Scott, 

Got some more new dynamic JO discussion points for you if we can dig into something I’m confused about (and I’ll be able to share more after I run an actual program through tomorrow morning).

Could we chat about why the audience preview caps out at 20 participants, but the participant list AFTER sending shows the total number of participants? It’s very unnerving to see a much smaller participant list than we know it should be.

I see where the option to sync the full participant list (with remove and knock-off actions) is planned for GA, but I’d still expect to be able to see the full number of participants, even if it didn’t show all of them.

We’re testing sending a small program externally via a CSV (generated from a current/classic JO query participant list) for 227 participants. When I upload the CSV, the list only shows 20 participants total, yet when I download the uploaded CSV, I get the same exact list I uploaded.

To test, I used a simple test CSV (Company Name, my internal testing email, and fake company ID). To test more than 20 participants (21 total), I generated an additional 20 test companies with the same email, and set the company name as the unique criteria (company name 1, company name 2...).

Lo and behold, I got 21 emails.

Then, when I looked at the participant list AFTER the email sent, it showed 21 participants.

Hi Scott,

I’m looking to load in activities to timeline (NOT milestones) and it looks like using Load to Activities isn’t an option since it only allows for Milestones.

I’m wondering if I can use Call External API similar to what you helped me with for loading CTAs to Success Plans.

I just wanted to ask the question before I went down a rabbit hole trying to make it work.

Thanks

Hi Scott,

I have a snapshot rule that is capturing the current month and the previous 3 months data based on a forecast run date in the data.   I need to backfill data.  I changed the rule run date to load only the data from the first forecast run date of 4/30/23.  This loaded successfully with the prior month data as expected.  What I discovered when I tried to change the run date to 6/15/23 to get the forecast run date of 5/31/23 the rule pulled in data for the previous months, but I don’t need the previous months data because I already have that data from the 4/30/23 load.  I just need the current month.  I cloned the rule and removed the actions that load the prior month values and kept the action that loaded the current month.  When I ran this rule in test, I get 5/31/23 and 4/30/23 in the snapshot date.  I can’t figure out why this is happening.  I would appreciate your thoughts on this.  

Thanks,

Rhonda

Hi Scott,

Is there anyway to create a dummy account for the purpose of assigning them companies to build out campaigns and programs using Journey Orchestra?

Our CSM recommended using User Groups or using a generic email address but our security policy prevents us from using shared email accounts. Can GS have accounts that are not tied to email addresses? How could User Groups be used to achieve this and do you have any other recommendations?

Regards,

Keith

Hey Scott - Following up to see if you had any update on if anyone had an example for a data designer build for renewal rate calculations.

Best,

Alex

Hello @Veronica.Moore , @dayn.johnson , @Sean_Hebert , @rho_ran_experian and @Keith K -- I’m about to post to the channel that I have to cancel admin office hours today -- no voice.

I will, however, use that hour to see if I can type some answers as replies to your questions above here in the thread.

Apologies for the inconvenience!

@sdrostgainsightcom -- thank you for posting here to note that!

Hope you feel better soon!

I can get you a quick answer to your question right now, @Sean_Hebert -- yes, you can use the External Actions to create Timeline entries via API just as you have done with loading Objective CTAs to Success Plans.

Between the below documentation and what you’ve already set up for CTAs, you’ll probably be able to put it together without hitting many snags, but jump on next week if you are hitting roadblocks!

https://support.gainsight.com/Gainsight_NXT/API_and_Developer_Docs/Timeline_API/Timeline_APIs#Single_Activity_Save_API

Hope you feel better soon! 

Hi Scott,

• Going back to a question from last week where I need to migrate scorecard health scores (current and historical) from one measure to another, does the order matter?
  
  Meaning, do I copy “current” scores first and “historical” scores after? Or vice versa? Or it doesn’t matter?
   
• Same task (migrating historical BCAM measure scores to historical CSM scores). I noticed that Account Scorecard History object is also storing the aggregated score week to week. Will Gainsight automatically recalculate the aggregated historical scores going back the full 18 weeks, if my rule updates any of the measures?
   
• In my sandbox I ran a report on Account Scorecard History. It has 120 weeks worth of snapshot dates. I thought Gainsight only kept the last 18 weeks?

Hello @Veronica.Moore -- you should be able to get everything you need from the Timeline object for your reports.  

Milestones are simply Timeline entries where Type Name = Milestone, and then the Milestone Type Name field filled in. 

Filter by Milestone Type Name for specific  Milestones, such as CSM Updates per my 1st screenshot below.  

For knowing which are automated and wich The “SOURCE” field shows you if the Milestone was Rules or Automated Milestone for non-manual Milestones, and then sources such as C360 or Cockpit for manually-created milestones.  The author of the auto-created will also be System Administrator.

Added a 2nd screenshot showing the various sources that appear in our instance here.  Hope that gives you the info you need to move forward with the report setups!

Hi @rho_ran_experian --

My guess is that the rule is filtering for forecast run dates in the last 120 days or something similar?  In that case, instead of running the rule “AS ‘x’ date”, change the filter in the task that’s fetching the Forecasts.  If you want the 5/31 forecast run date record, change the filter to Forecast Run Date = 5/31/2023 so you only get those records in the data query -- it saves you from trying to figure out a Run Rule As date that hits those correctly.

Then I’d change the Forecast Run Date in my cloned rule to “= 6/30/2023” if that’s the next one and run the rule again -- then keep looping until I was done as long as I have just a handful to do.  

Of course, this is me guessing from the info in your question above, but since you mentioned you’d already cloned the rule, going into that copy and just changing the filter to pull the Forecast Dates that you want for each run may be the fast/easy way!

Hello @Keith K -- I have a feeling we’ll have to look at this during a session next week -- is the issue that you want to send to Customers that don’t have an assigned CSM via JO, which means that when you pull those customers in along with assigned customers, the CSM Email is blank?

If this is just for a selected JO Program or two, I would filter the Query in your program for only Assigned customers so you have the groups that come from a CSM email address getting their email.

Then clone it, switch the filter to the unassigned customers, and in the Email step, you can type in the email address that you want those emails to come from -- they have to come from a valid email address and have a valid Reply To email address anyway, so a “dummy” account with no email address doesn’t do anything for you.

Is the issue that you want the emails to come from ‘nobody’ (which isn’t allowed)?  Or is it that you need responses to come back somewhere and be assigned to an existing pool of CSMs?  let me know, or just hold off until Tuesday or Thursday session next week and we can take a look!

Scott

Hi Scott,

@sdrostgainsightcom the info is great. I put together a test and it says it ran successfully but I don’t see a record anywhere. The log says “Successfully accepted the request” but nothing exists.

I will continue to work on it and join on the next call if I’m still having issues.

Thanks, and hope you feel better soon!.

Hello @justo.casablanca -- see below for my attempts at answers based on going from the questions alone - but hoping the info helps you get some of the next steps up and running!

• Going back to a question from last week where I need to migrate scorecard health scores (current and historical) from one measure to another, does the order matter?
  Meaning, do I copy “current” scores first and “historical” scores after? Or vice versa? Or it doesn’t matter?
  You will want to move current scores over first -- get “right now” handled (it’s also easy to quickly QA after running), and as soon as you’ve verified that the accounts with current BCAM scores have the same CSM score now, you can run a 1-off rule to set current BCAM score to N/A so the overall score is correct.  ALSO set the weight of the BCAM score to 0% after you have copied the current scores over.
  
  THEN you can go through the same process with the Load to History to “copy over” each week’s BCAM score to the CSM score.  Once you validate in a report that the 2 measure scores are the same in each week’s snapshot in Scorecard History, you can remove the BCAM measure from the scorecard setup (remember, don’t delete the measure, just remove from the scorecard). 
   
• Same task (migrating historical BCAM measure scores to historical CSM scores). I noticed that Account Scorecard History object is also storing the aggregated score week to week. Will Gainsight automatically recalculate the aggregated historical scores going back the full 18 weeks, if my rule updates any of the measures?
  Yes, overall scores in Scorecard History are supposed to recalculate when the measure is moved, although in this case, since you are moving a score from one measure to another, the overall score shouldn’t change once the BCAM measure has been removed from the scorecard, correct?   
   
• In my sandbox I ran a report on Account Scorecard History. It has 120 weeks worth of snapshot dates. I thought Gainsight only kept the last 18 weeks?
  We display only the last 18 weeks in the UI on C360/R360/etc.  The Scorecard History object keeps on storing those snapshots . . . well, forever . . . our instance has snapshots going back to 2016 here at Gainsight.

I CAN’T RECOMMEND ENOUGH testing the rules filtered down to a single Customer that has a BCAM who will be switched into the CSM slot for scoring after youve run your rules in Test mode for the full universe of BCAMs you are changing over:

1. Filter the rules you will use for the cutover to the single customer you’ve selected as the first “production run”
2. Run each rule in Test mode to make sure only 1 customer is affected by the actions!! (yes, I’ve learned this the hard way - sometimes you think you have filtered for 1 customer, but a merge that brings in other data, etc. ends up hitting a bunch of them with the Action).
3. Then, run the “copy score to CSM measure” rule in Production mode and visually confirm that the CSM score is now the same as the BCAM score on that one measure.  
4. Step through the rest of the process and verify in Production mode with that one customer.

Hope that covers enough general info that it speaks to your questions -- have a good weekend and see you here next week I’m sure!

Hey there @ACT -- didn’t find a report anywhere that did what we were discussing, but I thought that the “use 2 widgets” approach was going to work?  Let me know next week when we talk!

@dayn.johnson -- more fabulous info - I’ll be passing it along to the Product team that owns new JO and see what I hear back over the next week or so - thank you!

Great to hear, thank you @sdrostgainsightcom! The GGA confirmed the 20 participant limit today, and also mentioned that the full preview should be available soon. How soon I’m not sure. However, we did successfully send the CSV-sourced program today to all 227 participants, so that’s a win!

Hi Scott,

Your guess was pretty close!  You gave a place to start.  I was able to find that filter and adjust it accordingly.  I have successfully back filled the data that I needed to.  

Thanks so much!

Rhonda