When filtering in Gainsight, it’s easy to forget that some records might have null values. Even for standard fields like Status - there may be situations where a record has a null. You need to account for this when filtering to make sure you get the most accurate results.
For example, let's say you're trying to find all accounts that are not Active. It makes sense to use:
This will return accounts marked as Inactive, Churned, etc., but it won’t include accounts where the Status field is blank.
To catch everything, you'll need to add an OR condition:
Some places in Gainsight (like Reports) make this super easy with an "include null values" checkbox.
Other places like Rules Engine don't have this, so you'll need to add two separate filters with OR logic.