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 own account in Gainsight, meaning they also won't have their own usage, CTAs, business review tracking, timeline entries etc.
Best answer by john_apple
I would assume that would be the parent account in SFDC - I guess it depends on what the trigger is and how you assign the CTA. Like if you went off of support cases in SFDC, the cases for both A and D companies would have the same Account ID, so there would have to be another way to define which Company in Gainsight would have the CTA or you’d just have to manually re-assign