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I have a team coming into Gainsight PX from Heap and they are accustomed to having engagements that are dynamic to what the user has access to. Such as if branches: if the user has button A continue the engagement with these steps, or if they have button B show these steps, or if neither show this final step. 

Coming to Gainsight we are unsure how to handle “pathed engagements”. What happens when/if we tag an engagement step to a button that is simply not there? How can we fail elegantly out of an engagement if the user simply does not have access to a button in the workflow of the engagement. 

Workaround would be to pre-identify what the user has access to and show them one of many different engagements that matches their available workflow. But this seems like a lot of pre-work and management to maintain multiple possible engagement paths. I will look around for an enhancement request for pathed engagements and see if there are some other recommendations here before I post this as an idea.

Following, as I’m running into the same thing and seeing Engagement Errors pointing to “Mapped element not found”.   

Hello @Ashton 

 

We had a similar request in the past for which our Sr Manager Harshi has written a community post “Sequenced Guide Nurturing Program”. I request you to refer to the post and other suggestion added as part of the replies and do let us know in case you have further questions.

 

I hope this post do help you in detail.

 

Regards

Raghuram

Thank you Raghuram,

Not a perfect fit but is something to get started with. Having the user tell us which path they want to take through the engagement is decent but not perfect as we would want to confidently guide them through the available workflow. 

We will see how we might apply this and might take Robert’s input and make an idea after we get a few more data points around how we would like this to behave. 

Hello,

 

Gainsight does have an option to skip a step in the engagement:

Seamless_Display_of_Guide_Engagements_on_Apps_with_Dynamic_UI_Elements 

We also came from using a product that allowed branching. However, when engagement authors showed me what they were trying to do, the branching engagements were too general or else go too far into the task.  Sometimes we create a shorter engagement that gets people started on the task and ends with a video for additional details. Other times, we write a more specific guide that takes customers through a common use case. 

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