Hello Spencer,





We have measures in our health score which should apply at some times and at other times should not apply. There are two variants of this:

1. Measure which should only apply to some customers, and should not apply to others, depending on a particular field which we record on the company object. This can change at any time.
   
   
   
   
   
   
2. Measure which should apply if there is data being brought in for it, and should no longer apply if there is no data (data pulled in daily through a S3 import and stored in custom object).
   
   
   
   

For the first situation, we could use different scorecards and have them apply to accounts based on the mentioned field. However, we would prefer not to lose all of the scorecard history whenever the field is changed. We have achieved this temporarily by having the measure only set a value if the field on company has a particular value. The problem is that if we get to the point where we no longer want this measure to have a color, we cannot "unset" it. Is there a good way to unset measures?





The second case is similar, except it is not based on a field that CSMs update, but rather info that gets pulled in daily from S3.





(I realize the above is all a bit difficult to read, so I'm happy to explain this in person and show the actual examples if that will help clarify)





If it is not possible to "unset" measures, what are best practices for handling this sort of scenario that do not involve switching frequently between scorecards and thus losing your (recent) scorecard history?





Thanks,





Stephanie

---

Hi Spencer,





I'm trying to create a CTA to fire when the NPS score of a specific contact has dropped from their previous score. I'm using bionic rules to try and trigger the CTA, but I'm having issues creating the formula to calculate the difference. This is important so that we can escalate the risk to our CSMs and managers should there be a change in sentiment from our customers!





This is my first time using the transformation feature on my own, so I'd love some assistance as to how I can leverage the formulas to notify the CSMs when there's been a negative change of the contact's score (not the overall organization).





Thank you!!

---

We've created a rule to close objectives on a relationship success plan. The rule fetches records but it doesn't take action on the records that were fetched.

---

Hi Spencer,





How are SFDC objects created or exposed in Gainsight?

---

I need to develop a set of rules related to a CTA that will only fire when 2 criteria are met:





1) the healthscore of the account dropped from Yellow to Red AND





2) the healthscore of that account subsequently remained RED for a full 90 days.





I'd like to discuss whether the approach I'm considering makes sense, and if no, hear about alternatives.





My approach:





a) weekly Bionic rule that gets the list of accounts that dropped from Yellow (65 numeric) to Red (25 numeric), load to a custom MDA table. Apply a date value that indicates when the account dropped from Yellow to Red.





b) CTA rule checks that table for accounts that have an avg overall score = 25 (Red) for the past 90 days. If yes, fire the CTA. If not, ignore.











-- this rule will reference the date value field from step a) to only look at accounts that were added to the custom table since the last job ran. This is to avoid including accounts that were previously flagged for CTA.

---

Hi Spencer,





I'll only be able to attend the second half of the meeting.





I had a couple of questions:

• Journey Orchestrator Programs
  
  
  
  
  
  
  • Scheduling Recurring Campaigns: I'm creating a Journey Orchestrator program to send renewal reminders to our customers 90 days from the end subscription date. I have the list built through query builder, and am using a program instead of an outreach. My question is how do I set this program on a recurring schedule (I want it to run everyday). Is that the same as the schedule that you configure for the query builder list?
    
    
    
  • "Filter criteria on Participants:" For the "Filter criteria on Participants" - I'm not quite sure how to configure this. For those that churn, they will never enter the program again. For those that renew, I would want to continue sending them reminder emails year after year. Right now, for the "participant with same unique criteria can enter after" I have it set to COMPLETED. And then as an extra measure, I have "participant with same email address can enter once" in 90 days. Can someone guide me here?
    
    
  
  
• Success Plans
  
  
  
  
  • I want to create 3 different success plans, based on how a CSM wants to manage their book of business (super proactive, neutral, super reactive), and grant users access based on their working styles. Can we have different Cockpit logic for the different levels of access?
    
    

Talk to you soon!

---