US Admin Office Hours (Thursday session) - 9/12/19 - 1 p.m. PST - Pre-session Thread

  • 9 September 2019
  • 4 replies

Userlevel 7
Hello everyone! This thread is for our Thursday Admin Office Hours session, which will be held this coming Thursday, Sept. 12, 2019 at 1pm PT / 2pm MT / 3pm CT / 4pm ET. *Please note the time change from our normal time of 11 a.m. PT. This is to accommodate our Gainsight Product Roadmap webinar.

Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you Thursday!

Conference Details (GoTo Meeting):


You can also dial in using your phone.

United States: +1 (872) 240-3412

Access Code: 493-151-677

4 replies

Userlevel 2
We use sf.com and when the Person, company person and company objects were created, they were updated through GS Connect.

Can you discuss how we can implement the following use case:

1. Because our contacts in sf.com are not clean, we'd like to have only the relevant contacts pushed to the person and company person objects for each of our customers.

2. We'd like to be able to display the list of Persons attached to an account in the C360 view (we know how to do that).

3. We'd like to be able to update the values of custom fields and maybe system fields.

4. We'd like to be able to create a person from the C360 (we saw how to do this).

5. Once a new person is created in C360, would that record be copied into a brand new contact in sf.com, under that account? If so, how?



In Journey Orchestrator when using any 1 of the 3 Survey models, is there are way to configure a 'wait' step (similar to 'Wait Timer' in Email Chain model) so that if a Survey response IS NOT received within X days a CTA is generated? I only see this as possible when a Survey Response IS received, wondering if I'm missing how to implement that case.

I can create a CTA if NO RESPONSE, but I don't see where I can specify a time period to measure how long it's been since the email was first sent. We'd want to wait 30 days and if no reply received, then fire off a CTA.



1 additonal question for tomorrow:

Colors in Reports: we rebuilt a report that pulled the Current Score from Customer Info object and used the Bubble visualization type. That orginal version displayed our scoring color scheme correctly, RYG. Using the new version that pulls from MDA object Account Scorecard History, we don't get the RYG scheme, we get the 1st color in our Report Builder Color Palette - Blue.

Why the difference? For comparision purposes, we did come up with a Stacked Bar chart that does return RYG as we want, and that is a 'Standard Report' too.

I reviewed the Colors in Reports documentation but can use your guidance on this. https://support.gainsight.com/Reports_and_Dashboards/Admin_Guides/Color_Settings_in_Reports_How_it_Works#Updating_colors_for_specific_field_values

Hi Spencer!

I had a question about the "Filter Criteria by Participant" feature on Journey Orchestrator programs.

We're using JO to send out an automated renewal reminders to our customers.

I'm using the "Filter Criteria by Participant" and using the email address field as my unique criteria. However, b/c some email addresses are tied to multiple accounts, I'm noticing in my logs that they're not receiving notices when they actually should be.

First question, It seems as if I'm required to use this configuration - is this correct?

If that's the case, then how can I configure to meet the requirements of my specific situation?