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Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below.

What are the high-level benefits of a CC+CS integration?

  • It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform.
  • It gives CSMs valuable and actionable insights into their clients’ Community usage.
  • It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product.

How does a client set up the Community Connector?

  • You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector.

How do we map the Community data to the data in CS?

This relies on the Community User Email Address. In order to associate a Community User with a Company in CS, we check for these things in order:

  1. Is there a Person record with a matching email address? If so, is there a Company Person associated with that Person that we can use to find their Company? (Example: Community User elle@gainsight.com is associated with a Person with email address elle@gainsight.com. There is a Company Person associated with that Person. The Community User is associated with the Company associated with that Company Person.)
  2. Does the email domain have a full match for a Company name? (Example: Community User elle@gainsight.com would be associated with a company called "Gainsight".)
  3. If there is no exact match, is there a partial match if you drop part of the Company name such as "LLC" or "Inc."? (Example: Community User elle@gainsight.com would be associated with a company called "Gainsight, Inc".)

If all three do not find a clear match, the Community User isn't associated with a Company.

Additionally we have an upcoming feature that adds another method of associating a Community User with a Company: The ability to map email domains to a Company under Unification. (Example: Community Users elle@northpass.com and elle@horizonai.com would be associated with the company “Gainsight” because those domains were assigned to that company under Unification.) As usual with roadmap items, although this feature is planned it is still subject to change.

Note that in all of these scenarios we aren’t creating a Person or Company Person record, only associating the Community User with the Company. If you wanted to create a record in Gainsight CS or your CRM, you could explore using a Rule to do so.

What types of reports and dashboards do we recommend building in CS using Community data?

You can see my follow-up articles here and here!

 

You can find more details in our help documentation for this integration: https://support.gainsight.com/Gainsight_NXT/Connectors/Connectors/Gainsight_CS_and_Customer_Communities_Integration

Regarding:

Additionally we have an upcoming feature that adds another method of associating a Community User with a Company: The ability to map email domains to a Company under Unification. (Example: Community Users elle@northpass.com and elle@horizonai.com would be associated with the company “Gainsight” because those domains were assigned to that company under Unification.) As usual with roadmap items, although this feature is planned it is still subject to change.

Can you share what type of data, reports, dashboards you are envisioning which would benefit from this feature?

Domain mapping improves the data accuracy of the numbers you see in 360 and dashboards. Imagine if you can only identify 50% of the community users to their company, the data you see in the context of company is not very accurate. Now imagine if the number is 90% → Its way more accurate. We rely on Person model in CS to match community user to Company, but if person model does not have all the users, we also have these additional capabilities that increase this match %. 

Regarding:

Additionally we have an upcoming feature that adds another method of associating a Community User with a Company: The ability to map email domains to a Company under Unification. (Example: Community Users elle@northpass.com and elle@horizonai.com would be associated with the company “Gainsight” because those domains were assigned to that company under Unification.) As usual with roadmap items, although this feature is planned it is still subject to change.

Can you share what type of data, reports, dashboards you are envisioning which would benefit from this feature?

 

Thank you @rakesh , that makes a lot of sense.

Regarding that functionality to map email domains to companies under unification, is there an estimate for when that might be released? I assume that we could use that not only to ingest community users, but for other scenarios, like mapping our own application users to company person and relationship person records? This would be very helpful to us. 

@Alicia Fisk 

We already released this a while ago and you can add domains manually in Data Steward screen today. 

 

Absolutely, while we automatically configure this for our own Community, you can “enrich” custom objects with Company / Person ID’s in unification using fall through logic and the above domain logic. You will need to add the custom objects as a source first to do that.

Thank you, @rakesh !

Through this integration, is it possible in Community to identify users who are associated with customer accounts in CS? Ideally, we’d like to be able to invite only paying customers to certain user groups and to view certain content. 

Hi @alylo ! Good question. The best way to see this information would be to look in CS at a report of your Community users. You could filter by those who have a Company, and you could further refine by a specific segment or ARR threshold. This would get you the list of Community users you could then invite to a Group within Community.

 

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