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
Is there a way to create a Salesforce Case from a CTA?
Our CSM group is implementing a new contact center software that integrates with Salesforce. This integration will work heavily in cases. Our management is looking for ways for our CSM team to track all interaction and work in both Gainsight and SFDC. What we would like to know is if there is a way to take our automated CTA’s that are triggered off of our scorecard and have those create a case in Salesforce as well as the tracked activity in Gainsight? Thank you.
Does anyone use Gainsight and Pardot?
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.
Calculated fields in Data Designer are not showing up correctly in reports
I created a Design in Data designer that brings data from the same object (App Usage Trends) but one of them with a date filter. Essentially: Current week and previous week. I then created a calculated field that give me the difference between the current count and previous week's count. Pretty simple. I also created several other "difference fields". The sample data at the bottom shows those calculated fields properly but when used in Analyze or a report, they show up as Zero (second screen shot). I did run the design to create a Dataspace and I get the same results in a report. Has anyone seen this before? My calculated fields are part of a Transform box and all look like this: When I did not have “Treat null as Zero” checked, that field was coming back empty, in the report, but was showing data in the sample. Real mystery. thanks! Lyne
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!
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
People Maps Feedback: Rule Scheduling Limitations + "Person" Object Email Requirement
We recently started utilizing People Maps and are super excited about it, though there are a few things I'm hoping to get some feedback/advice on: [list] [*]Delay in updating/adding contacts in Salesforce to create new records in the Person object: [list] [*]Currently, we have a rule set up to pull in new/updated contacts from Salesforce into the Person object [*]We have it running at the highest frequency according to the Rule Scheduling documentation, which is every 2 hours [*]This is fine for most rules, but it becomes problematic when we're trying to update or add contacts into Salesforce so that we can use them immediately in People Maps or to map Timeline entries to a specific contact [*][b]Main ask: [/b]Is there any possibility for rule scheduling to be expanded beyond the current 2 hour limitation? I'm also open to any ideas on how to overcome this limiation in the short-run! [/list] [*]People Maps requires a contact to exist in Person object, which requ
Integration with ReferenceEdge
Announcing our new instructions to integrate Point of Reference's ReferenceEdge product with Gainsight! Customer Success and Customer Advocacy are closely related and now, through the integration of Gainsight and ReferenceEdge, data interactions and activity management is made seamless. ReferenceEdge provides a single source for customer advocate information and customer content, and automates key customer reference processes such as reference requests. Visit our [url=https://support.gainsight.com/hc/en-us/articles/223439548-ReferenceEdge-Integration-Overview]support article[/url] for more details on the integration overview. The instructions cover four use cases: [url=https://gainsight.zendesk.com/hc/en-us/articles/223349147]Use Case #1: Create a Gainsight Health Score based on the ReferenceEdge Reference Status[/url] [url=https://gainsight.zendesk.com/hc/en-us/articles/223349247]Use Case #2: Update Referenceability based on Renewal Stage[/url] [url=https://ga
Create URL for Timeline Activity for Export
Is there a way to create a custom URL for Timeline activities that can be exported out?The hyperlinks in Gainsight are great, but they do not export out. We have some external reporting, and there are some pieces of data we can’t export (per company policy); it would be helpful to be able to export the Activity hyperlinks so users with permissions can be re-directed to Gainsight to drill into details where necessary.
Alphabetize Dropdown lists in MDA
Customer is using COVID assets from Solution Marketplace. One of the dropdown asset is ‘Vertical’. Verticals listed in this list should be alphabetized. You can argue that you can upload an alphabetized list. But what happens when they add more verticals? The list will get out of order. It is a simple ask from the customer and will greatly improve their experience.
Error message *Unable to process the request*
Hello All, One of our Customer Success managers reported the attached error message when viewing an IC/Relationship record in Gainsight production. I’m not aware of what this error is referring to, seems pretty vague to me, so I was wondering if you can help me figure this out. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180703-39832-1gsgd0c-dc3e1824db07d70038a33220ad9619fb_inline.jpg[/img]
S3 execution history is sorting as if it is a number, not appreciating time
Looks like in a recent update, the sort of the schedule time in S3 execution history treats time as a number not as a time. This example shows that it is sorting 1PM before 10AM on the same day. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170621-129295-1uoqk25-Screen_Shot_2017-06-21_at_4-43-32_PM_inline.png[/img]
Unable to add/update standard USER object (GsUser) using API which was working earlier
Hi,I was able to add / update standard USER object using API calls few weeks back but now it is throwing errors.APIs:POST - ADD API - https://domainname/v1/data/objects/GsUserPUT - UPDATE API - https://domainname/v1/data/objects/GsUser?keys=EmailError:"errorCode": "GSOBJ_1056","errorDesc": "Wrong api called, Transactional Data Load not supported for this object. Please check Gainsight Documentation." Can you please advise why this is happening now ? Also what is alternate way to “INSERT, UPDATE” GsUser object using Rules or API ? Thanks,Lidwin
Connectors Enhancements in the v6.27 latest release
1. Quicker Loading of Metadata from Salesforce ObjectsGainsight has improved performance of loading metadata from Salesforce objects. The Salesforce metadata will be automatically stored and refreshed every seven days. This enhancement will get the information faster from Salesforce.Admins can manually refresh the Salesforce data by clicking Refresh Metadata from the context menu of Salesforce connection in the Administration > Integrations > Connectors 2.0 (Horizon Experience) > Connections tab.Notes: Admins must manually refresh the metadata to see the new custom Gainsight Object or fields added in Salesforce. This feature will be enabled for all customers in a phased manner after the 6.27 release. To enable this feature in priority, contact Gainsight support.For more information on Salesforce connector, refer to the Salesforce Connector article.2.Out of Box Jobs for Freshdesk and ServiceNowGainsight has added two Out of box Jobs (OOB) to sync important data such as Tickets
Create custom mapping for Zendesk Organisation in the Zendesk connector
Hi there - I have the zendesk connector set up and syncing fine - but for reporting I’m only able to build reports using the organisation ID which is numeric field. I added a mapping file using the CSV import function on the Zendesk connector page to map the numeric Zendesk organisation value to a name. It doesn’t appear to have worked. When I go to build a report organisation ID and organisation name are both available, but organisation name has no value attached to it. Can any of you offer any suggestions or tips as to where I might be going wrong? many thanks PS:The input csv looks like this, but with more rows. CompanyId CompanyName ZendeskOrganizationId ZendeskOrganizationName 1P05FR1W5RMAH4QPD0GCBSDVOFFAABBCCDD CORP UK 12345678910111213 CORP UK
Pulse Everywhere Session: Gainsight Platform Innovation
If you want to learn more about our product team’s exciting plans for the future of Gainsight, be sure to join the Gainsight Innovation Showcase sessions this Thursday as part of Pulse Everywhere! (full agenda attached below) In the Gainsight Platform Innovation session, our team will highlight powerful new integrations and new data processing paradigms; all of it using Gainsight's new Horizon Experience. We'd love to continue the conversation with you here. What did you see that you loved? Was there anything you had hoped we'd cover that was missing? Share your questions and feedback, and the Gainsight product team will respond!
Is it possible to have a GS account without a Salesforce account and still fire CTAs?
Is there a way to track a Gainsight account to Salesforce account that is linked to a different Salesforce account. Or - is there a better way to get around this situation? We need to figure a way to have the new brand have its own GS account and fire CTAs even though there is no Salesforce account Company A is the parent account of multiple brands we work with: Company A, Company B, Company C and now Company D. The Comany A account in Salesforce used to represent Company A only, and separately to this, we had a Salesforce account for Company B, and a Salesforce account for Company C. This worked well with Gainsight, where they each had their ARR, their CTAs, and their usage and so on. We have now brought a new brand on board: Company D. They signed on the same paper as the other brands and were therefore merged to the Company A account in Salesforce, instead of having their own separate account. This is causing issues for CS, as Company, a brand new customer, don't have their o
Square Brackets in URL Field
Can anyone confirm if square brackets are allowable in a URL field? I am trying to load data via a rule into a URL field and it is failing with the message “Invalid URL at row number x”I suspect this is because the URL contains square brackets and this is often not allowable unless encoded behind the scenes.
Data Management Beta: "Please wait while we are loading the schema"
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?
Can we give an ability to connect to SFDC Sandbox from NXT?
Hello Team, Can we give an ability to connect to SFDC Sandbox from NXT?Here is the use case:Customer wants to connect SFDC Sandbox to Gainsight Production. Customer's SFDC Production is undergoing some changes and once the work with respect to that is completed, their SFDC production will be exactly same as their SFDC Sandbox now. Then they will connect their SFDC production to Gainsight Production. Thanks & Regards,Srikanth
Person Object and Relationships
We have just launched the Person object - very excited about this and more features coming soon! Is there currently a way to be able to assign multiple relationships to each contact? We also have Relationships live in each C360 and I would like our CSMs to be able to assign different relationships to each contact. For example: Customer ABC has three R360s - Blue, Green and Red John works for ABC but he is only involved in Blue and Green, never Red. Is it possible to add a field in Person section in C360 that would allow to select the two relationships and assign them to John? Our R360s refresh on daily basis so aren't a static list, at the same time we have over 500 relationships so I would like to be able to have a drop-down list for CSM to use, rather than typing the actual names/relationship IDs directly. The main objectives of this are: - ability to see which contacts belong to which relationships - something we don't have yet - direct various datasets
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