US Admin Office Hours (Thursday session) - 03/12/20 - 11 a.m. PT - Pre-session Thread

Hi Scott!

I have a question about an internal operational JO email program I’m creating. The purpose is to remind our team to complete a task (reviewing a list) and confirm once they’ve reviewed and approved. Do you have any ideas on how I can track each approval? I want to avoid 50+ email responses. For example, can we include an ‘approved’ button and track that hyperlink? Looking forward to your thoughts

Hello,  I had a question on the person object roll-out.  I can see that a real benefit of the feature is having one person related to multiple companies (consultant type relationship and/or employees that change firms).  Our Salesforce instance is the source of our contact data, and our Salesforce Contact records are generally nne contact at each company, i.e., multiple contacts even if they are the same person.  This poses a challenge to map multiple Salesforce Contacts to one Person in Gainsight.  Have you seen this before?  What is the best practice?

Hello @tony_tao  -- when you create the field to receive the Account ID, you can create as EITHER String or SFDC ID type field - the important part is to make it a Lookup field to the SFDC ID in Company after you’ve created it.

In terms of the unique identifier, nothing changes - you need to carry the Account ID through the merge if you haven’t already done so, then map it to the new field in your Action, BUT the CTA Id is the unique ID that you care about for the purposes of the rule.  If you have 5 CTAs under the same Account ID, you want them all retained through the rule - not consolidated down to 1 entry.

So to recap:

1. Create a field in your object named “SFDC Account Id” and map it via lookup to the Company object (see my screenshot).
2. Make sure you enable permission to load to that new field in the Rules Engine (using the gear icon in the upper right of the rules engine page - I always forget to do this, and then can’t find the field in my rule action).
3. Map the Account ID that you pick up from the Call to Action to the new SFDC Account ID field in your Action.
4. Remove the NAME that you added to your report to show company name (the one that is blank for Cust-level CTAs), and add the NAME field back to the report, except go through the new SFDC Account ID field instead of the Relationship ID field - this will then work whether the CTA is Relationship or Customer.

Hope that helps!

Scott

Hi @sdrostgainsightcom, Following up on my question from Thursday: Do I need to use the general survey program model for the JO program we discussed where I include a survey for an approval sent in a reminder email? I currently have it set up in the email program model but am not seeing the option to add the survey.