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
Add ContractID to records
Hello! Wondering if anyone can advise me here. I’d like to track and correlate activities in Gainsight to the contract active at that time on the account. Basically how does our CS work (realizing/verifying outcomes, doing QBRs, completing projects, etc) drive the result of the contract? Upsell, downsell, churn, etc.My initial idea was to add an “active contract” field to the company object (done), and then hopefully find a way to copy that value (not reference to it as it is dynamic) to the record in question. My GS experience isn’t extensive, so I am still trying to understand the Object schema and how they relate to each other, so couple of questions:Am I looking at this the right way from a logic perspective? Is there a built-in feature that would allow us to do this already? Like Journey orchestrator, or milestones? If not, would it be best to pull that to a CTA? I do care about calls, emails, etc. but primarily, I care about high value work (or lack thereof) and how that impacts
Where is the Generate cURL button from Data Load Configuration?
I have created a new table to store a file with some daily usage data, and I would like for the file to be uploaded automatically to this table. When Gainsight was implemented in my company a cURL was given to the Product Analytics department to be able upload data automatically into MDA. But now I don't know where the cURL is. Has something changed? Before: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161017-12445-alqhve-before_inline.jpg[/img] After: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161017-100367-1554xv8-After_inline.jpg[/img]
Data Spaces: Documentation has incorrect navigation to get to Data Spaces
This is relatively minor but thought I'd point out that GS documentation incorrectly states that Data Spaces is located under Administration -> Analytics, when it appears under Administration -> Operations (at least in my org) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160923-59509-1i5144x-Screenshot_from_2016-09-23_11_42_24_inline.png[/img] [url=https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Data_Space_Creation_and_Consumption]https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Data_Space_Creation_and_Consumption[/url] [url=https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Tutorial%3A_Create_and_Report_on_a_Data_Space]https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Tut...[/url]
Sorting & Field display while creating calculated fields via Data management
While creating calculated fields in MDA object. Complete field names are not displayed we need to hover on the field to know the value. The fields are also not displayed in a sorted order. If i have many number fields then creating a calculated field becomes a time taking task[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170117-72338-9vlsnl-Calc_inline.png[/img]
Data type conversion should either be disabled or handled once an object is created
Currently we are allowing users to change data type of a field through COM if there is no data in the object. But this change is happening only in Mongo and not in the redshift table. Because of this, there are lot of errors through out S3 and data load API connectors. I believe that this should either be disabled or handled properly. Once the redshift table is created, we should disable data type conversion even if there is no data. Or when the data type conversion is made through COM, we should automatically create a new column with same name and the required data type, and then delete the older field. Or we should have a flag that shows if there is any mismatch between data types between Mongo and Redshift tables.
Zendesk ticket URL's no longer working
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.
Dollar Values within Gainsight_Over the Thousands
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[/
Data Spaces and Survey Answers
I'm trying to pull a report of customers and their responses to a specific customer. I'm using Data Spaces and the Survey Allowed Answers object. I'm able to add in the information I want, but when I go to report on it, the fields I need info from (account object fields) are showing up as not having any. Any one else having issues with this? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-18399-1hc2vyc-Reporting_2_0___Salesforce_-_Enterprise_Edition_inline.png[/img]
Gainsight connect shows "Success" when records failed
This seems like a problem. Thousands of records failed, yet the job status shows it completed successfully. I'm on the 5.17 release. [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1748406/RackMultipart20180827-24207-jdwooy-Screen_Shot_2018-08-27_at_1.03.51_PM_inline.png?1535393273[/img]
issues tracking users with Sponsor Tracking feature
I am currently having issues with the Sponsor Tracking feature. It works only intermittently so for some users within certain accounts I am unable to select a profile and track the sponsor. This is the procedure I follow: Go into the account > sponsor tracking tab > no sponsor is tracked, therefore I click on + Sponsor > choose the user > click on track (under action column) > a pop up window opens and it keeps on loading > after a while it says "Unable to process request at this moment, please try later." > if I input the linkedin URL I am unable to click on search. I have tried for multiple days in a row and every day the same error message appears. What can I do to make sure the sponsor is tracked?
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
MDA Export API returns CSV with unquoted strings
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.
Improve tooltip in Gainsight Connect > Import options
Customers are confused by the wording of the tooltip below and the difference between Import Now and Import From Date: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/16060-1jt0mwz_inline.png[/img] This support [url=https://support.gainsight.com/Data_Management/Gainsight_Standard_Objects/Gainsight_Connect#Scheduling_Data_Import]article[/url] provides more info on the two options.
Lookups in Day Agg Case Sensitive?
We are currently using a Day Agg function to lookup a value in our portal object on SFDC and match that value to the account name. Are the lookups involved in this function case sensitive? I'm finding a lot of the results are being returned as -999 "Account Not Found" even though they do match on everything except for the letter case.
Can you link zendesk account to Gainsight via the widget before tickets come in?
Creating this on behalf of a customer - he wanted to see if it was possible to preemptively create zendesk accounts prior to receiving tickets and link that new account to Zendesk --> here is his ask: I was wondering if there was a way to integrate a Zendesk organization to Gainsight before a ticket comes in? See below screenshot of where I'd hope it'd be possible, which is the Zendesk organization page. Please note that the integration is already installed between our Zendesk and Gainsight instances, and we are able to manually link organizations between the two applications after a ticket has been submitted by that client organization in Zendesk. My sole question here is can the link be made before a ticket is submitted, at the Zendesk organization level. I checked the app configuration for Gainsight on the Zendesk side and see nothing that would pertain to this. The answer may very well be "We don't support that", but I want to confirm. The reason I'm asking is because if a tic
Mismatch in Picklist leads to multiple points of failures in GS Connect
A customer of mine had out of sync data in their company object for the [b]CSM field[/b]. After barking up multiple wrong trees, I uncovered that there are some values in ANOTHER Account picklist field that do not exist in the corresponding MDA dropdown picklist. GS connect does not do partial sync for fields that are fine. It is either a complete sync or a fail. It also shows GS connect was successful unless I do historical runs, btw. If I have out of sync data in Company, this design creates multiple points of failures to debug.
Idea. Change the Quick Filter (Search) Section in the S3 Connector to Default to Contains, rather than Equals.
In other areas when you're doing a quick search using the area in the red box (in the image), it defaults to a 'Contains' search. But in the S3 it defaults to an 'Equals' search. Is it possible to change this search to a 'Contains' to match the other areas? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/S3ConnectorSearchFeature-6bd776a8-e898-4112-899e-c115b19b1264-2096334340.png[/img]
Add to list of SFDC mapping options in MDA?
How do you, or can you, add to the below list of options when making an object in MDA? I am looking to add some data to the Email Logs object and to Customer Info, but the mappings are not robust. If you are unable to add to that list, I can just populate with a rule, right? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170427-14078-t0egf-Screenshot_2017-04-27_08-29-06_inline.png[/img]
Gainsight Connect - Internal Problems
I'm having a lot of trouble getting my internal IT team to agree to enable permissions for GS Connect. Wondering if anyone ran into the same and how they were able to convince their team to enable. Happy to expand more on where the concern is coming from. I've already attempted unsuccessfully to lay out the problems we are running into without it enabled. Hoping someone may have some additional suggestions.
Gainsight Zendesk App
Anyone else seeing this error message? Error message manifests within Zendesk on the Gainsight App. For one reason or another just today, the Gainsight App stopped working in our instance of Zendesk. Causing headaches since we are just ramping up and cannot link accounts in an adhoc fashion. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170106-16834-1svjtzx-Screen_Shot_2017-01-05_at_4-59-18_PM_inline.png[/img]
MDATime zone Issues
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.
Gainsight Analyzer - Rule Dates not sorting chronologically
Gainsight Analyzer appears to be doing similar to [url=https://community.gainsight.com/conversations/s3-execution-history-is-sorting-as-if-it-is-a-number-not-appreciating-time-5bc73e16e4b04588aaf868b8]this[/url] when sorting rule execution dates: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190121at11-59-32AM-abda48af-4584-40cf-a435-2b7e99190e77-1883082175.png[/img] Is sorting chronologically something we have to ask for as an enhancement every time or can we just assume moving forward that any date/time sorting should be chronological when the feature is developed?
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