Learn more about our Success for Administrators program, focused on improving resources for Gainsight Administrators. We'll review the new Rules Engine Tutorials and also introduce 1:Many Rules Engine/Reporting Workshops. Hosted by Gainsight's Manager of Admin Success, Dave Derington.

1. Success for Admins - Rules Engine & More

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• The Success for Admins Program
• New Resources!
• Rules Engine Tutorials
• 1:Many Rules Engine / Reporting Workshops
• Community
Agenda

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SUCCESS FOR ADMINS

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• What does an Admin need to be successful?
• Where are we helping?
• What is easy, what is hard?
• Where do we have gaps (and how do we fill them)?
The Success for Administrators Program

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• Documentation:
• Basic/lacking detail
• Out-of-date
• Needs more detailed guided examples / use cases
• Training:
• New feature training (Monthly/Quarterly)
• Best Practices for Admins
• Training for admins
• Product Findings:
• A number of findings were presented to our team based on interviews with
admins, helping prioritize delivery of enhancements and new functionality
Summary of Top Findings for Admin Success

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1. Documentation
• Develop detailed Use Cases around difficult areas (Rules Engine, Reports)
• Completed 10 – More on the way!
• Develop a “Under the Hood” data model
• Create Admin Best Practices
• Develop training modules to guide and support new admins
• Documentation Summit - Meet to discuss how to create phenomenal documentation
2. Community Challenges
• Gamification launched (October 1st)
• What’s coming? Wait and see!
3. Develop troubleshooting guides
4. Other Related Efforts
• Interview/survey admins on regular basis (quarterly/monthly)
Action Items / Near-Term Deliverables

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NEW RESOURCES!

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• Recently launched 10 Tutorials around the Rules Engine
• https://support.gainsight.com/hc/en-us/sections/200504518-Rules-Engine?page=1#articles
• Scope
• Performing field comparisons
• Zeroing out data
• Working with Nulls
• Scorecards
• Working with CTAs
• Milestones
Rules Engine Tutorials

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• Zero Rule
• https://support.gainsight.com/hc/en-us/articles/212039868--NEW-
Tutorial-Setting-Usage-Data-Metrics-to-Zero-for-Period-X
• Want a CSM to take action off Usage Data
• https://support.gainsight.com/hc/en-us/articles/212727467--NEW-
Tutorial-Create-CTA-from-Usage-Data-Using-Calculated-Field
• Data Issues in SFDC
• https://support.gainsight.com/hc/en-us/articles/211468348--NEW-
Tutorial-Use-Rules-to-Detect-Data-Issues-in-Salesforce-com
Examples (Time Allowing)

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WORKSHOPS

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• What's our goal?
• Review questions submitted by our Admins
• Help build understanding of the Rules Engine and Reports
• Present tips and tricks which may not be well-known or obvious
• Who are these sessions for?
• Basic and Intermediate Level Admins
• What these sessions are not:
• They are not geared to solve specific problems in your own
environment (as with Rules Engine Office Hours)
• For questions that are best suited for Support or require more
detailed help, we will make sure to direct everyone accordingly!
Overview

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• What happens to Rules Engine Office Hours?
• Rules Engine Office Hours will continue but be phased out soon
• These are going to become Success Blocks
• More details coming soon
Office Hours?

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• Session Guidelines
• For the best results, we’d like to see questions in advance
• In-session - questions may be asked and we’ll unmute and
discuss
• For general Q&A we'll target 5 minutes per question
• This will help us to get to everyone
• If we have more time, we'll extend!
• Caveats:
• We will attempt answers to all questions, but are limited on time
• We’ll work in a demo environment, so this may not match
everyone’s individual environment
Guidelines/Caveats

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• Who’s Leading the Discussion?
• Facilitator:
• Dave Derington - Manager of the Success for Administrators Program
• Subject Matter Experts:
• Will vary from session to session, but currently include:
• Ryan Meyer - Technical Support Analyst
• Chris Mudd - Technical Support Analyst
• Special Guests:
• We may have others from our System Architecture and Integration Analyst
teams
Cast of Characters

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Session Agenda (Subject to Change)
Agenda
• Review topics for the session
• Ask for additional questions
Topics
• Discuss in detail topics for the week
• Use a demo org to bring out detail
Q&A
• General Q&A / Open Discussion

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• Send us your questions!
• Email questions to Dave Derington –
dderington@gainsight.com
• We’ll review and spend some time preparing in a demo
environment
• Important:
• We will need time to review/stage more complex questions
(particularly if usage data is required)
• Best bet, please give us ~2-3 days minimum!
How Can I Help Make These Great Sessions?

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COMMUNITY

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• Community.Gainsight.com
• Community is for:
• Asking questions
• Identifying problems
• Proposing ideas
• How does Community work with Support?
• We feel that it complements support
• We recognize that our customers have great insights and you should
feel free to respond to others within the community
• We are focusing on responding to as many questions as we can as
well!
What is the Gainsight Community?

19. Questions?