Data Management & Integrations
Share your questions and best practices on the Gainsight Analyzer, Adoption Explorer, GDM, API, Person model, or anything related to integrations.
- 330 Posts
- 903 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.
Red API: Generating single multi-picklist id which is not useful
Read API: Generating single multi-picklist id which is not useful while fetching multi picklist in a read API if it has more than 1 value then it is generating one single GSID which is not useful. It would be great to have values of a multi-picklist while fetching the data through an API. usecase: While fetching the data user should understand what they have fetched through Read API.
Can you download the object schema for an MDA object (specifically, Account Scorecard History)?
Hello! I am working with our Business Intelligence team to import our historical customer health data into our data warehouse to be paired up with a variety of other datasets . We have done this with other MDA tables (NPS specifically), but have recently had some staff turnover leaving us without the knowledge on how-to do that. Our BI team says they just need the API names of the object and fields to make the connection. Is there an easy way to download the schema? Thank you!
Viewer+ Analytics license
Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A
Snowflake connector (Horizon Experience) is available now!!!
Gainsight has now redesigned Snowflake Connector to make it more intuitive and simple, powered by the Gainsight Horizon experience. You can now create Snowflake data jobs from the Jobs List page. Navigate to Administration > Connectors 2.0 to create a Snowflake connection. For more information, refer to the Snowflake Connector article.Note: If you have enabled Connectors 2.0 (Horizon Experience) in your tenant, then you can establish a Snowflake connection directly in the Connectors 2.0 page instead of the Adoption Explorer page.
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
Problem with Copilot and Data Spaces
I was trying to create a CoPilot power list using Data Spaces, but but it gives me an error "No account reference found in 'OPS: Tasks and Actions'.Create a account lookup to Salesforce Account object to proceed." [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161102-49902-1by3nnz-image_inline.png[/img] I opened a support ticket and was told "This is already a known issue. Our Product team has prioritized this issue and plan to make the fix available in the December Patch release."
Using Google Analytics GA4 with Adoption Explorer
Hi guys. We have a web portal and separate native mobile app that we use Google Analytics for tracking analytics. For the mobile app, it’s using “GA4” which no longer has the views from Google Analytics and as I understand it the views are what are used to bring the data into Gainsight through Adoption Explorer. I believe GA4 is the latest version for Google Analytics, and would love to know how others have managed to get the data from GA4 into Gainsight. The local Gainsight team are trying to find out from Google directly for us but nothing back yet. Thanks Jason
S3 Export issue: New data columns are in the middle of the file not at the end
Hello - Wondering if anyone has come across this, and has a potential work around. We have a few S3 exports that we have set up to provide to our data team. We noticed that whenever we add a new field to the file export, that it typically shows up in the middle of the file. This requires our data team to build a new file to deal with this change. Expected behavior would be that any field that I add, shows up at the end of the data file. Is there something I’m not doing that is causing this? Seems that maybe it’s an issue where some fields have a label that’s been manually created, and these new ones don’t?
Timeline Activity link in Company MDA
Hey guys.I’m facing a question that probably has a really simple solution that I’m failling to find. In our Company MDA object, we have one field that captures the date of the Last Timeline Activity. It works just fine but now I was asked if I could had in a 2nd field, the link to that activity. I’ve tried using the same rule I have to get the date of the last activity, to also get the Subject, in hopes of it being clickable and opening the activity, however, after loading the values into Company, it seems the Subject does not appear to be clickable.How would you guys go around this? Thanks in advance!
Extracting 5 fields for engagements across multiple tenants to create one list
I need some help with the following:Extracting Educational workflow name, last viewed date, email, first name, last name for 80 engagements across 5 tenantsCurrently, I am in process of setting individual reports up for each tenant based on date criteria.Then i will need to run these 80 plus reports, export the data, scrub the data, concatenate into a single list with a new column for the tenant.This is nuts… to have to do this… I am looking for some help to save my sanity…. :)
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
Data Designer opy into refreshed sandbox
Currently in Gainsight NXT when you refresh your sandbox from prod, the data desginer designs do not copy over from prod. While Gainsight can do this with the help of our TechOps team, the request is that this be done automatically to make the refresh process more streamlined.
Looking for some insights into how people are using Google Analytics with Gainsight
We use Google Analytics for our high level product analytics and had this set up to come into Gainsight. It stopped working some time back and I understand that there were some wider issues with Google that Gainsight we’re working on (that are still in progress). Was looking to see from the community how other people are using Google Analytics with Gainsight and what insights and tips etc they could share.
Adoption Explorer Date field identifier
We have data that gets updated daily - and sometimes certain usage data is upserted.Is there a way to use two filters for upserting the data in AE vs Global filter.Example: count of a particular telemetry in history can change based on modified date and hence needs to be pulled into GS based on this field.However, the usage metric needs to use a different field (say created date) for timebased usage count. Has anyone encountered or solved a similar criteria? AE doesn’t seem to honor two different fields.
Multi-currency Support and impact (video)
Hi All,We're super excited to announce that the new Multi-currency Support video is now officially live! Thanks to all my reviewers for the support. This is just the beginning... More videos are on the way!!Please reach out to me (firstname.lastname@example.org) if you have any suggestions or recommendations. Your feedback is always important to us.Note: We'll be launching a Dialog engagement on the My Profile page by 19-03-2021 to promote and for better feature adoption.Thanks!FYI @neelam_mukherjee@minh_phan
Multi-Currency Impact in Gainsight
Admins can configure multiple currency codes, including one primary Corporate Currency code in Gainsight. All of the currency codes can be configured with a conversion rate with respect to the Corporate Currency code. This feature allows the currency data to be shown in the original currency code (as ingested into Gainsight) across Gainsight. A standard field, Currency ISO Code is created in all of the Gainsight objects to identify a currency code for all the currency values in every record.Business Use cases:For Multinational companies, CSMs work with customers across different regions. For each region, currency conversions are often in the local currency. Once Multi-Currency enabled, currencies are displayed in the local currency code. Targets for CSMs and sales are often set in their local currencies and hence the aggregated data is best understood if it’s presented in the local currency. Admins can ingest data from any CRM system with the original currency codes.You can also refer
Low Volume MDA does not auto populate Relationship ID in R360
Hi Party PeopleHas any tried to embed a low volume MDA to the R360? We notice when doing so, the relationship ID does not auto-populate and the user is supposed to copy/paste the Relationship ID from the url of that account. (yuck)This is not the same behavior when the low volume MDA table is embedded in the C360. When embedded in the C360, the Account ID is auto-populated.Is there a trick to this that I am missing. Its very clunky to expect users to copy/paste the RID from the URL, especially when the account ID populates automatically when the low volume MDA is embedded in the C360. Has anyone else experienced this?
Company Person Merge Duplication
Our back office team merged a bunch of SFDC accounts. Contacts etc have been merged into the “master” accounts and those details brought into Gainsight under the master record. However, we still have all of these duplicate accounts I am trying to merge into the new “master” in Gainsight. As a part of the merge process, the system requires that you check the box for merge company person data. The issue, is that since SFDC already pulled in the merged data, merging in Gainsight seems to me duplicating the old company person records under the master - even though they were already brought in through the merge in SFDC and subsequent push to Gainsight.Is there a way around this? Do I really have to choose between losing customer information in Gainsight (not merging in GS) and duplicating a ton of company person records (merging in GS)?
Ability to clone MDA objects
Sometimes we need to clone MDA objects - to create similar objects with minor changes.Ex: Weekly and Monthly data capture objects - same structure and same metrics at a different granularity. If we export fields with headers and try to create fields with that list - we are running incorrect datatype issue. If a field has null values, datatype can’t be determined. If a field has only 0s and 1s it’d shown as a boolean. Similarly URL fields can be shown as strings and percentage fields as numbers. Hence, it’s better to have a clone object facility.
Best Practice for Improving Data Anomolies
I am trying to understand the best practice around limiting the number of Data Anomolies we have, specifically with the number of accounts with no customer info value. I know that it can occur with validation rule errors that impact Gainsight from updating the CustomerInfo field, but it is happening on a large number of accounts and then impacting the creating of new Relationships.Besides going in and manually fixing each record is there a best practice around getting to the root of the problem so it lessens?
SFDC Access to MDA Objects
We want to trigger a process in SFDC where CSMs add a record to a low volume object, and then a ticket for a different team is generated from the MDA record in SFDC. Is it possible to have SFDC trigger off of this directly from GS? We do not want to recreate the object in SFDC and create the admin overhead of multiple custom objects and rules
Difference between Unified Scorecard Fact and Company
Hello Gainsight Admin community,In this post let us understand what is the difference between Company and Unified Scorecard Fact- Company objects in Gainsight by discussing a couple of use cases. Company: This is a Gainisight Standard object that stores data of the Companies in MDA. This object is used in Scorecards 2.0, Surveys 2.0, and Journey Orchestrator modules as a lookup to tie records at individual level.Unified Scorecard Fact-Company: Multiple Scorecards can be assigned to each Company. Every scorecard has multiple Measures which are assigned with individual scores. Records of each score for the respective measure for a specific company inherited from a specific Scorecard is stored in this object. Points to remember: Unified Scorecard fact -Company object holds data at the scorecard level. So for a given account, multiple scorecards might be applied at different stages and hence this object holds all the details of corresponding scorecards. Whereas Company object holds data
Gainsight Introduces Data Management APIs
Admins can now fetch metadata of Gainsight Objects and Fields using Rest APIs. Customers who have the development resources can use these APIs to build tighter and more customized integrations between Gainsight and their systems/applications. For more information on how to use these APIs, refer to the Data Management APIs article.Business Use Case: When a customer wants to integrate their application with Gainsight. The customer would want to understand how the data is stored in Gainsight, that is the structure of metadata in a Gainsight Object. Such customers can use these APIs to fetch the metadata and get an understanding of it, without logging into the Gainsight application.
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