Adding Account Team Members through Gainsight
We are working on bringing more of our teams into Gainsight. In doing so, we want to streamline their workflows to be using as few of tools as necessary. One thing we need managers and teams to be able to do is assign Technical Project Managers and Project Managers to accounts. Currently, these are setup as lookups in SFDC. Because of this, I believe, we aren't able to change them from fields in Gainsight.
We could write their name to a field in Gainsight, but we want to be able to trigger CTAs to them based on different factors on the accounts, and trigger emails to their customers. I'd like to do this without having to create 3+ custom fields for TPM and PMs in Gainsight (First Name, Last Name, Full Name, Email, User ID, etc.).
Is there a way to be able to assign TPMs and PMs in Gainsight where we could pull the same information we are able to for CSMs?
We could write their name to a field in Gainsight, but we want to be able to trigger CTAs to them based on different factors on the accounts, and trigger emails to their customers. I'd like to do this without having to create 3+ custom fields for TPM and PMs in Gainsight (First Name, Last Name, Full Name, Email, User ID, etc.).
Is there a way to be able to assign TPMs and PMs in Gainsight where we could pull the same information we are able to for CSMs?
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
In addition, we have some accounts that due to their global nature may need to have multiple CSMs assigned to manage business in various regions.
I thought that Relationships would be the way we could address these use cases, but it seems you still need to be able to associate these team members to the account to pull them into Relationships (we still haven't quite gotten the Relationship feature figured out.)
We badly need the ability to assign more than one team member of similar type. This is a blocker to us being able to scale our implementation of Gainsight the way we want to.
Would you want to be able to assign these in Gainsight or would you want them to only be assigned in SFDC?
For us, we can create some of these fields in SFDC, but our big thing is we want to be able to have a manager assign them to the account from within Gainsight.
We are currently using bionic rules to map the CSM Team Lead and Implementation Manager from the Account Team to custom fields on the Customer Info object. This allows us to assign CTAs to these team members.
Short term you could replicate the Account Team object into the MDA, and use lookups for ID to a data synced (GS connect) field on the GS user object.
Account teams (like account contact relationships) could use some parity in gainsight.
Can you please explain your workaround in more detail?
Hello! Outside of the workaround provided by Kyle, has there been any movement on this request? For Account Teams from SFDC to be brought into Gainsight?
Hi folks, this is accomplished by creating a custom field on the Gainsight Company object and then creating a derived mapping using the Salesforce connector (assuming you’re syncing with Salesforce) to map the User ID to that custom field. This will allow you to just create one mapping that can then be used to extract all other user fields like first name, last name, email, etc.
Custom field creation: https://support.gainsight.com/Gainsight_NXT/02Data_Management/Data_Implementation/03Gainsight_Company_Object#Fields_in_Company_Object
Configuring Salesforce connector to use derived mappings: https://support.gainsight.com/SFDC_Edition/Connectors_(Horizon_Experience)/CRM_Integrations/Salesforce_Connector
If anyone needs some hands on help to work through this, I’d recommend throwing the idea into the Office Hours thread for April 22nd’s session.