Data Management & Integrations
Share your questions and best practices on the Gainsight Analyzer, Adoption Explorer, GDM, API, Person model, or anything related to integrations.
- 312 Posts
- 878 Replies
Integrate your Jira, Zendesk, Freshdesk or Servicenow org with Gainsight to get more
You can integrate your Support systems (like Jira, Zendesk, Freshdesk or Servicenow) with Gainsight to see the full picture of Customer Success.Coordinate across Customer Success and Support Teams by creating and linking Call to Actions (CTA) to support tickets. Sync data like tickets created along with their status and priority, which is crucial for understanding the health of your customers in Gainsight.For more information on how to integrate your support systems with Gainsight, refer to the Support systems guide.
NXT Sandbox Management - Best Practices from Support
So I have been getting quite a few requests in the past month or so regarding how to setup and maintain a Gainsight NXT sandbox and I have noticed that the associated documentation is rather lacking. One thing that isn’t discussed at all is that you do NOT have to refresh the gainsight sandbox if you do a SFDC refresh. If you have a bunch of assets in your current Gainsight sandbox tenant I suggest performing a “tenant repoint” where you refresh your SFDC sandbox and then log into your NXT sandbox tenant and simply reauthorize the SFDC connection (it will connect to the newly refreshed org id). Anyway, here’s a rough draft of accumulated best practices hopefully they’re helpful:Hit “Add Sandbox” --> this kicks off a Prod -> SB tenant copy Whoever kicks off this job will be the only user who can directly access the new NXT SB tenant initially Once you access the SB tenant directly, you need to go into Administration/Connectors 2.0/ Salesforce Connector and edit the connection det
business intelligence universe for gainsight aws specification data
Hello Gainsight Community,We are building a universe (business intelligence/business objects) from the export of the Gainsight AWS bucket files as per the Gainsight AWS specification online.I seek your knowledge on the architectural design of the universe. The simple joins by account id, identifier id, as well as also in master data engagement id and master data feature id… is not enough.That design gets us one path to list the account, user, ..engagements, or list the features, or list the external events for a product.In one universe, I am looking for pulling all tenant, all product, engagements, features, events, surveys, etc. into one business objects report. Or even if I go into Power BI, the same thing. or even if I go into Access. Has anyone combined data in one universe, etc. to allow overall reporting of Gainsight data for the company?Thanks for your help.Janine
JIRA integration authorization error
Hi all,I deleted a previous JIRA integration to test environment but when I tied to add the connection for the production JIRA i got this error:“Error occurred while saving connection. You have already created maximum number of allowed connections.”Has anyone encountered such on Gainsight, how can it be resolved?Thanks
How to deactivate Gainsight Users based on deactivation in SFDC?
Hi all - hoping to get some ideas on how to best automate / streamline license management.Currently, our User sync (via the Integration) is setup to ingest any SFDC users where Active = TRUE.However, we don’t have a mechanism for detecting and disassociating GS licenses when a User becomes inactive in SFDC. Wondering how people have set this up.Thanks!
Has anyone integrated Absorb LMS as a data source?
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?
Upsert to an MDA object via CSV
I'm looking to upsert records into an MDA object from a CSV via the "Import Data" function. However, you are only able to perform [b]insert [/b]operations here. Does anyone have a good workaround to upsert from a CSV into an MDA object? Would I have to upload to our S3 bucket?
Trying to find a way to readjust how the usage graph's default Y axis is values.
I am trying to find a way to readjust how the usage graph's Y axis is set. It seems to change automatically change the default Y axis values depending on the usage it finds but it typically does not represent the data very well. Is there a way to change this?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170208-48960-1ccwbjq-Screen_Shot_2017-02-08_at_9-12-28_AM_inline.png[/img]
More Control over Scorecard Measures on the Usage Data Object
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.
New API Documentation Available!
I'm happy to share our new [url=https://support.gainsight.com/API_and_Developer_Docs]API documentation[/url] on Gainsight Go! Gainsight offers REST APIs to integrate your applications or services with the Gainsight platform. Gainsight API documentation is intended to address developers who need to understand the Gainsight APIs before integrating applications and services with the Gainsight platform. Using these APIs, you can insert or update data into the Gainsight applications from external systems. Data which is upserted into Gainsight applications is stored in various objects in Gainsight’s Matrix Data Platform (MDA). Using these REST APIs, you can manipulate objects (Read/Write/Upsert/Delete) and insert or update upto 50 records in a single API call. If you want to perform bulk loading (inserting more than 50 records), you can use [url=https://support.gainsight.com/API_and_Developer_Docs/API_Integration/Gainsight_Bulk_API]Gainsight Bulk API[/url]. Gainsight offers documentat
Special permissions needed for new MDA Calculated Field (formula) feature?
I was eager to try out the calculated field/formula feature in MDA that was just released, but for some reason when I create a Number field on an object in my sandbox, the Calculated Field appears but it is not selectable and I cannot click Create Formula. Anyone else encounter this or just me?
Has anyone configured a freshdesk integration?
Without a native connector per Zendesk, I'm looking for any help with a light or zero dev solution to getting FD tickets into Gainsight daily, either via API or drop to the S3 connector. It appears that the FD/SDFC integration (which we do have live) is pretty limited, and only shows an iframe type ticket view, so I assume can't be accessed by rules engine. We also just tested flatly.io as a3rd party approach, but it only allows a single datapoint to be scheduled/sent. Any advice or help appreciated!
How much data can be housed in MDA?
We are currently receiving some of our data on a weekly basis that is summarized due to the size/amount of data that would be included if we received it on a daily basis. However, there would be a lot of benefit to having it on a daily basis as we would be able to more proactively engage with our customers. Is there a volume restriction on what can be loaded into the MDA?
Benefits and Admin Tips for Using Gainsight's Person Model
Hi everyone - I'm back with a [url=https://share.vidyard.com/watch/KyqdvfkULnqaAC5zBW6KPU?]new video[/url] that explains the benefits of using Gainsight's Person model, as well as some admin tips and tricks. [url=https://share.vidyard.com/watch/KyqdvfkULnqaAC5zBW6KPU?]In this video[/url], I cover the following: [b]Benefits of using Person Model[/b] [list=1] [*]Required for Email to timeline [*]Required for configuring @ mention in timeline [*]More compatible with Survey 2.0 and Journey Orchestrator [*]Person records can be editable straight from the C360 [*]Required for using our new People Maps feature [/list][b]Tips and Tricks when using Person Model[/b] [list=1] [*]Remember that you can add custom fields in either the Person or Company Person objects. [*]You might want to create a rule that makes sure changes made to Person records get synced back to your source CRM's contact records. [*]Remember to set up your [url=https://support.gainsight.com/R
Handling nulls in MDA calculated fields
I have a use case to treat nulls as zero on a calculated field in MDA. It's simply A-B=C and in 25% of cases B is null. In those cases I would like to end up with C=A but there doesn't seem to be an option to treat null as zero in MDA calculated fields. Is this feature on a roadmap by any chance? It's also worth mentioning in this data set the nulls in B need to stay null for downstream logic.
Gainsight Connect For Contacts
We are beginning to move over our Account Master Join table to the Company (standard) table that can be populated by Gainsight Connect. We were wondering if there are any plans to add a Contact standard table to the list, so that we can align our contact records in Gainsight without using a rule to populate our custom Contact MDA.
Hi Community! We are gauging interest in a WalkMe Integration with Gainsight. Please vote for this post if you'd like to see a WalkMe Integration and provide details in the comments for what you'd like to see! Currently we are looking at pulling in interaction data with WalkMe Guides/Messages into Gainsight. Any additional use caes?
Duplicated data when importing from CSV file to a MDA object
My goal is to have an MDA object being upserted, but I can not tell GainSight which field should be updated and which one should be created. As you can see in the image below I sent twice the same file with 3 records and they duplicated. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180621-75912-6c39rq-1_inline.jpg[/img] Here is the MDA object Keys [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180621-3293-13kf1ht-2_inline.jpg[/img] So, how can i set these Keys to upsert this MDA object with my CSV file?
Zendesk Mappings - Support More Options
Because of SFDC concerns/cycles adding Zendesk mappings to the Account object is not always possible (depending on the customer), so the only option is to periodically upload mappings via a .csv into Connectors. This is not a scalable process & requires manual effort to maintain, as well as they could easily miss a new customer since Zendesk/GS/SFDC aren't directly integrated. There is a way to send the Salesforce Account Id through the Zendesk connector but since we have to have the Account Id in Mappings first or tickets are mapped as UNKNOWN with account Id 9999999999, this is not a workable solution. Can we look at other ways to support mapping Zendesk Org Ids/Names in the future? Thanks!
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