I am having issues adding individuals to a survey JO.  I am filtering the fetch on an email to get just one participant at a time.  It seems to work some of the time, but not always.

Hi Scott - I will likely be on around 3:15 or 3:30, so feel free to skip to others until I’m on. 

My question is around the “billing address” field in Salesforce. I’m having a tough time getting it to map to the out-of-the-box “Billing Address” field on the Company object. In fact, I can’t even get “billing address” to show up in Gainsight’s report builder despite it showing up in SFDC’s report builder. I think it has something to do with Gainsight not being able to recognize the different components of the address because in SFDC, it shows up as “Address Line 1, Address Line 2, and Address Line 3”, but in Gainsight it’s just “Address.” Was wondering if you’re aware of this limitation and if there’s a way around it?

Also, I noticed that “Report Builder” is in two different places in our two NXT environments - one under “Analytics” and one under “Administration.” Curious why the difference?

Hey Scott - Have some questions regarding R360.

Hey Scott, I need help with filtering out success plan status while handling CS tasks.

Hi Scott - We have recently implemented some rules using ‘Update CTA’ action in Horizon rules, which promises to save us a lot of time that we were spending with mass updates. We’re now trying to automate our reassignments for CTAs as well as Success Plans, and running into some limitations - So this might be a quick answer to just confirm if these are truly current limitations. Note: We have multiple different user roles active in Gainsight (Field Rep, Renewal Rep, CSM, Support Team, etc), and sometimes the assigned team member changes and we need to make the updates.

Limitations identified:

1. We cannot update a Task owner independent of the CTA owner. (It looks like the only way to assign a task owner is to cascade from a CTA, but we may have a single CTA with tasks belonging to different owners, and only the owner of the task has changed on the account, but not the owner of the CTA.)
2. We cannot update a success plan in ‘Draft’ status. (We are trying to close out Draft success plans when the owner of the plan is removed from the account, or update to a new owner)
3. Success Plan Update - New owner cannot be taken from the dataset, but has to be selected as a particular user (whereas CTA Update we can take the user from the dataset)
4. Objectives CTA type is not an option within Update CTA, though it is able to be updated, unless the Success Plan is in Draft status.

Hi Scott, I am back regarding trouble-shooting some pivots.  My objective is to create two NPS or Health field scores grouping data a month apart, and then ideally, having a third field indicate the difference between the 2 fields (preferably percentage change). 
Sample: Columns:  (1) Name   (2) NPS Last 90 days  (3) NPS 90-180 days back (4) Percent Change. 
Thanks, Peter

@sdrostgainsightcom For #2 - Only as FYI - I tried your suggestion to place the two actions together in horizon rules and the results were a bit interesting but perhaps not unexpected: When I ran the rule as a TEST RUN, the 2nd action still fails. But then I ran it as a full run, and it succeeds.

Hello @JoelE -- here’s the link to the main repository of API documentation for Gainsight.

Separately, I’ve attached my step-by-step “how to” for enabling External Actions for calling right back into your own Gainsight API and making updates to CTAs and/or Success Plans.

I’d recommend starting there and digging into the API documentation as you go through my document to fill in the background info -- easier than trying to read all the documentation first!

https://support.gainsight.com/Gainsight_NXT/API_and_Developer_Docs

Good luck!

Hi @JoelE -- your test, then prod run of the rule to set Draft to Closed thru 2 actions is exactly what should have happened -- because Action #1 does not actually set the Success Plan to “Active” during the Test run, when Action #2 validates that the plan status is not “Draft”, it returns a fail (test runs will only do so much -- if they had to run through previous actions to decide what would have happened before the action it is validating would run, test runs would take a lot longer).

When running the rule in production mode, it then works exactly as it should.  So . . . success!