Where do I go to figure out why a specific contact from Salesforce has not been pulled into gainsight in order to log an activity on that contact?
Hi
You can investigate the following to determine why a particular Salesforce contact has not been imported into Gainsight:
1. Verify that the Salesforce integration is correctly set up and that the sync between Salesforce and Gainsight is active. Check the last sync date to ensure it's current.
2. Ensure that the contact meets any criteria set for syncing. This could include filters or conditions defined in the integration job.
3. Check the 'GS Error Logs' object in Gainsight for any errors related to contact sync. Common errors might be permission issues or missing required fields.
4. If the contact should have been synced but isn't appearing in Gainsight, consider running the company person sync job again to update the records.
If you continue to face issues, you may need to reach out to Gainsight support for further assistance.
You can check this community post for refererence as well, in case it helps!
Hi
Hi
1. The contact has a unique email address in Salesforce.
2. The contact is not marked as 'Email Opt Out' in Salesforce.
3. Review the Gainsight sync configuration for any rules or filters that might exclude the contact. - most possible reason
If you have checked these and you are still not able to figure out why the contact is not being pulled into SFDC, or further details on the specific contact, you can raise a support ticket mentioning the details to investigate why this contact is missing in gainsight.
Hope this helps.
Hi
If you’re using a connector, try the following steps:
- From the mega menu at left, navigate to Administration > Integrations > Connectors 2.0 (or type in “connectors” in the menu search and click on Connectors 2.0 from there). This will bring you to the Connectors page which should show all of your configured connectors. I imagine your connector will look something like mine (below) if it’s using Salesforce as the source.
- Once you locate the Salesforce connector, click on View Activities, which takes you to the Activities tab. On this page, you should be able to look at the logs of the connector to see if there are any specific errors associated with the contact not being successfully pushed to Salesforce.
- To locate the logs on this page, you can check the comments listed at far right, which should provide reasoning as to why certain records failed. You can also reference the Failure Count and Status columns.
- To view these logs in more detail, click on the vertical ellipsis all the way to the right (more far right than the Comments column). From here you can view details using View Job Activity and View Logs. View Logs will let you download your successful and failed record counts.
- Try downloading your failed records (if there are any) and see if the Salesforce contact is in there. The failure records should include a failure reason, but if not, you at least have further details to provide Gainsight Support to assist in troubleshooting if needed.
If you’re using a rule, let me know and I can drop some troubleshooting steps below. Let me know if you have any questions on the above! Happy hunting
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.