Timeline Sync to Salesforce Event without Duration

Hi,

To address the issue of syncing Timeline entries to Salesforce Events without requiring a duration or end time, you can consider the following solutions:

1. Sync to Salesforce Tasks Instead of Events: Configure the sync to log Timeline entries as Tasks instead of Events, as Tasks do not require a duration or end time. This can be done by navigating to the Timeline administration in Gainsight and selecting the option to sync to Salesforce Tasks. Tasks are generally more flexible in terms of required fields.

2. Use Default Values for Duration: If you prefer using Salesforce Events, set a default duration for Timeline entries that lack one. Create a rule or automation in Gainsight to assign a default duration to entries before syncing. This ensures the sync process does not fail due to missing duration values.

3. Custom Field Mapping: Explore custom field mapping to map non-required fields from Gainsight to Salesforce. Work with your Gainsight admin to configure field mappings that accommodate entries without duration.

If these solutions do not meet your needs, consult Gainsight Support for further assistance or to explore potential custom solutions. By considering these options, you can potentially overcome the limitation of requiring a duration for syncing Timeline entries to Salesforce Events.

You can refer to the below articles for your reference.

Integrate Salesforce Activities in Gainsight Timeline PrerequisitesYou must set the T

Configure Timeline Activity Sync Configure Activity SyncThis section explains how to

Hi ​@Jagari Das,

Can you provide instructions for #2? I am not seeing the option to update Timeline Activities through a Rule. 

Hi Jessica,

Here are the steps to set a default duration for Timeline entries that lack one, ensuring a successful sync between Gainsight and Salesforce Events:

1. Navigate to Administration:
   • Go to Administration > Timeline > Integration in Gainsight.
2. Add a New Sync Job:
   • Click on ADD JOB.
   • Under "Basic Details," select Salesforce as the integration source and choose the Event object.
3. Configure Field Mappings:
   • Map Salesforce fields to Gainsight Timeline fields.
   • Ensure the Duration field is included. If any Timeline entry lacks a duration, you can set a default value here (by default, it's 30 minutes, but this is configurable).
4. Set Sync Frequency:
   • Choose either Real-time Sync or Scheduled Sync, based on your preference 
5. Save and Activate:
   • Click SAVE to submit your configuration.
   • Make sure the job is marked Active. Only active jobs will process syncs.
6. Start a Manual Sync (Optional):
   • Click START MANUAL SYNC if you need to trigger it right away.

Hi Jagari,

Thank you for the quick response. I believe this job is only for Salesforce Activities to sync to Gainsight, not Gainsight syncing to Salesforce. Are you able to do a screen recording of how to do this, including how to set the default? I am not seeing this as an option. 

​@Alysseld We recently switched from syncing Gainsight Timeline Activities to Salesforce Events and came across the same error. 

The workaround that we were able to come up with is to turn off the syncing from Timeline Administration for Emails and instead create a Rule to continue syncing GS Emails to SF as Tasks.

You will need to add the Salesforce Task object in the Rule Settings, but can map the fields appropriately and also sync any previous GS emails that failed due to the null Duration field. 

I hope this helps! 

Jessica