Data Management & Integrations
Share your questions and best practices on the Gainsight Analyzer, Adoption Explorer, GDM, API, Person model, or anything related to integrations.
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I think this just changed with the recent update, but in my Zendesk ticket object in C360 the ticket numbers are no longer URL's. Was this done on purpose? It was very helpful to be able to click on a ticket number that automatically opens the ticket in Zendesk so we could we could update the ticket. Can we get this functionality back? Taking the URL away seems like a step in the wrong direction as far as convenience goes.
I am exploring the linkage possible between ZenDesk and Gainsight and I can't find the "Assignee" field in the report creation section of Gainsight. Am I missing something or could the answer be that the Assignee field isn't being synced properly? If the latter is true, how do I go about resolving that issue? Any help would be greatly appreciated!
I just came across an odd situation. I was loading some data into MDA ([url=https://community.gainsight.com/gainsight/topics/a-date-axis-should-show-all-marks-not-just-those-when-data-exists]creating zeros so the time series charts look right[/url]) and selected "first day of last week" as the date value. When I checked the file, the "first day of last week" according to the rules engine was 2/27/16, which is right because my Time Granularity under Usage Configuration is set so the week starts on Saturday. (Why Saturday? No idea... That's just what we did back when! :-) But when I group the data by week in the MDA report I get the week starting on 2/29/16. It's easy enough to fix in this use case, but it could through some people off so I thought it'd be worth highlighting.
We're just configuring our Zendesk-SFDC feed, and It looks like 'ZD-org to SFDC-Account' linking is currently manual, with the help center suggesting auto-linking is a roadmap item. To future proof & be ready for auto-linking, there is a specific field in zendesk where we should be populating the Unique ID we use to match SFDC, platform etc to a Gainsight record?
Does anyone know if the "Load Snapshot to Engagement every month" works retroactively? We have usage info from previous months and are exploring using this Engagement feature soon to track score history. Any idea is it will show us previous months' scores or just the most recent, previous month? Thanks!
When setting up a Google Analytics integration, you pull in a field from Google Analytics that indicates the customer. In our case, it's called "abbreviation". Screenshot: [url=http://cl.ly/1X1J1Y1S2h08]http://cl.ly/1X1J1Y1S2h08[/url] You then indicate which Salesforce Account field corresponds to that Google Analytics field. In our case, it's called "Account Number". Screenshot: [url=http://cl.ly/3g272c0O1T0f]http://cl.ly/3g272c0O1T0f[/url] Unfortunately, when Gainsight aggregates the raw data into the "Day Agg" table, it performs a [i]case-sensitive match between our "abbreviation" and "Account Number". Some Accounts, therefore, have ended up without any aggregated Google Analytics data. I didn't realize that behavior when we were setting it up (it's not noted in the documentation [url=http://cl.ly/0x0F2u2q3E3H]http://cl.ly/0x0F2u2q3E3H[/url], and I did this setup live with our Project Manager, who either didn't know or think to mention it), and n
Our company recently purchased Pardot and I was wondering if anyone uses it in combination with Gainsight. Ideally we would like to be able to fire CTAs based on logic in Pardot once we get up and running but I do not know if it is possible especially if the end user might not have a Pardot license.
I know Data Management is in beta, but does anyone else have this problem? When I click on one of the object names, i.e. Email Logs (which only has a little over 2000 records) I get the "Please wait while we are loading the schema..." message - and nothing ever loads. Ever. It just stays on that spinner indefinitely and doesn't even time out. Until I finally get irritated and kill Chrome. We have not rolled in the January 7th release yes, so still running on the last update. Maybe this issue will go away once we update?
Currently, you can only view SalesForce and Gainsight Data within the "Engagement Tab" and "Usage Section" of c360. We would like to marry this data to our MDA Data. For example, we would like to see if certain CTAs close, does this raise our product adoption. Currently, the Engagement Tab and Usage chicklet in 360 provide little value with our use case.
Has anyone successfully integrated Absorb (a Learning Management System) as a data source for Gainsight? We know when we run analytics that users who complete the Certification programs we have built are more engaged and better adopters of our platform. The request is arriving for me to integrate Absorb as a Gainsight data source. Thus, we could spot Opportunities (we're seeing a high number of certified users, so our Sales team should be prepping to sell more seats) or Risks (a customer completely stops enrolling its users in Certification, often a sign of a competitor). Thus far, I've successfully integrated with SegmentIO, but this Absorb request is another beast entirely. Any ideas from the crowd?
MDA Time Zones The MDA manages time in UTC, meaning that datetime values do not work with reporting logic in Gainsight. Example: Customer has a filter set to "today" on a dashboard...at 5p PST all their dashboards go blank and start looking at "tomorrow" because the logic is based in UTC, and no data exists yet for tomorrow in their daily data. It would be best to follow timezone logic set in the SFDC org, second best would be to have the customer set it (similar to the rules engine), third would be a manual set per tenant by the Gainsight team during installation.
There are two places within Gainsight where our roll-up dollar values are showing inconsistently or where it's confusing when you look at the numbers. For instance, in the Customers tab, my total revenue is $252M and yet in the summary tab it is showing as $252,809K. Additionally, in the Customer 360 our AUM (Assets under Management) for our customers which can and often does go in to the billions for Financial services firms, the totals also show as a 'K' rather than either the true number or with a 'B'. Notice that the AUM to the side in the Summary shows the true number where the roll up of AUM in green on screenshot #1 shows the 'K'. I've attached both screen shots here for your review. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151001-32355-1k8t1xf-Gainsight_AUM_inline.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151001-24495-1rvvwp7-Customer_Tab_AUM_Gainsight_inline.png[/
The Matrix Data Architecture Export API returns CSV containing unquoted string values, even when the field delimiter is present in the string values. This is a problem because it makes reliably parsing the returned CSV very difficult, and perhaps impossible in some cases. This just isn't good behavior from the perspective of an Export API user/consumer.
There is very little control the end-user has over how Scorecard Measures are created and display on the Usage Data object. For example, we can't control through the Admin UI if a Scorecard Measure is available for display in the Usage Graph or change any of it's field names after it's created. It's particularly troublesome if a Scorecard Measure name is similar to the name of an actual Usage Measure. There's no way to distinguish between the two in the Rules Engine and it is a common pitfall.
If you and your team have started using Sponsor Tracking, it would be helpful to set up different reports and views to display information about sponsors across customers. This is especially helpful to ensure sponsors are being tracked for each of your customers, identify gaps of sponsors in key accounts and drive action. Follow these simple steps to set up one such report: [b]Step 1:[/b] [url=https://s3.amazonaws.com/screensteps_live/images/gainsight/312469/2/rendered/3441e4ef-1162-4a3c-8aee-ef1a53df7684.png][img]https://s3.amazonaws.com/screensteps_live/images/gainsight/312469/2/rendered/3441e4ef-1162-4a3c-8aee-ef1a53df7684_display.png[/img][/url] Go into “Report Builder” and select “Sponsor Tracking” from the data source. In the “Show me” field include the Contact Name and in the “By” field, include Account Name, CSM Name and other relevant data. [b]Step 2:[/b] Run and save your report. You can also add this report into a [url=https://support.gainsight.com/hc/en-us/
One leading indicator of customer churn is the loss of a key customer contact. Gainsight's Sponsor Tracking feature allows you to track contacts listed in SFDC and monitor for anychanges to the contact’s title, location or company. Here’s how you can set up Sponsor Tracking in 3 easy steps: [b]Step 1: Enable Sponsor Tracking[/b] [url=https://s3.amazonaws.com/screensteps_live/images/gainsight/304913/1/rendered/fc2a0a01-40ae-4d2a-925e-c2dd9d459293.png][img]https://s3.amazonaws.com/screensteps_live/images/gainsight/304913/1/rendered/fc2a0a01-40ae-4d2a-925e-c2dd9d459293_display.png[/img][/url] [list] [*]Go to Administration [*]CS360 sections [*]Click edit next to “Sponsor Tracking” and ensure the box next to “Show in Customer 360” is checked[/list] This will enable sponsor tracking to show up in your 360 view. [b] [/b] [b]Step 2: Setup Rule to run Sponsor Tracking[/b] [list] [*]Go to Administration [*]Rules [*]Edit the “Standard Sponsor Tracking” Rule. Edit the “Setup Action” tab per
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