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ky_powell
ky_powell
Contributor ⭐️⭐️⭐️⭐️⭐️
March 9, 2017
Question

Updating fields in gainsight instead of salesforce

  • March 9, 2017
  • 12 replies
  • 226 views
Currently our CSM's are doing a lot of back and forth between Salesforce and Gainsight. We have CTA's running for the CSM's to reach out to a customer to ask for advocacies, etc. But once they receive a response, they have to go back in to Salesforce to log the advocacy. I am wondering if these is anyway to pull these fields in so they can log this in Gainsight and push into Salesforce? This is not logged the same way as a call and adding notes is not enough. 

    12 replies

    seth
    seth
    Expert ⭐️
    March 9, 2017
    Hi Ky,
    How is the record recorded in Salesforce? A Task? A field on the Account? Somethin' else?
    AI Transformation @ Gainsight
    ky_powell
    ky_powellAuthor
    Contributor ⭐️⭐️⭐️⭐️⭐️
    March 9, 2017
    It is logged on the Account page under its own object. The same way activities are logged in their own section of the account page.
    seth
    seth
    Expert ⭐️
    March 9, 2017
    Gotcha, makes sense. It sounds like you'll want to use the "Load to SFDC" Rule Action, using an "Insert" action into that custom object.

    Gainsight's documentation on it is here: 
    https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Use_Rules_to_Lo...

    The trick will just be identifying exactly what data to query from Gainsight's data to know when it's time to create that record. Maybe it's when a CTA is closed? What do they do in Gainsight right now when they "receive a response"?
    AI Transformation @ Gainsight
    ky_powell
    ky_powellAuthor
    Contributor ⭐️⭐️⭐️⭐️⭐️
    March 9, 2017
    When they receive a response, they would mark the task complete and then go log it in salesforce. the tricky thing is, is there are additional things they fill out when they log this information. It not like an update of one field. They have about 4 pieces of info that they have to log for this one piece. 
    seth
    seth
    Expert ⭐️
    March 9, 2017
    Gotcha. I bet that there's a way to whittle things down to just the right info. Gainsight Support's probably your best bet to help you work through those details, since you have give them access to your Gainsight and Salesforce instances. But the technology to do what it sounds like you want to do definitely exists 🙂
    AI Transformation @ Gainsight
    ky_powell
    ky_powellAuthor
    Contributor ⭐️⭐️⭐️⭐️⭐️
    March 9, 2017
    Thanks so much Seth!
    manu_mittal
    Gainsight Employee ⭐️
    manu_mittal
    Gainsight Employee ⭐️
    March 9, 2017
    That's a great use-case, Ky. Thanks for sharing.

    There are a couple of solutions I can think of:
    1. You could create a dedicated CTA Type for such endeavors and customize the CTA form to have all the fields needed to log an advocacy event. Rules Engine can then take this information (multiple fields) and write back to your Customer Advocacy object in Salesforce.
    2. You could continue using the CTA Type you use today, but 'link' the Customer Advocacy object to it. This would let you create a new advocacy record in Salesforce from within a CTA. You'd essentially be able to link the Gainsight and Salesforce processes together in the same UI. Note: This option shows up as a new tab in the CTA detail view. We have the ability to customize the form so you can directly expose all Salesforce fields CSMs have to fill out (vs. replicating them in Gainsight first).
    3. Not sure if you've tried out our new Timeline feature where you can easily log different types of Activities with full rich-text capabilities. We are soon bringing this feature to CTAs, which would let you log calls, meetings, advocacy activities, etc. directly from inside a CTA. Once this is available, CSMs would have to simply log the advocacy activity in Gainsight from the CTA they are working on. We could then sync it back to Salesforce.
    Thanks!
      ky_powell
      ky_powellAuthor
      Contributor ⭐️⭐️⭐️⭐️⭐️
      March 10, 2017
      Thank you Manu! Do you possibly have any articles on how I would go about configuring any of these possible steps?
      manu_mittal
      Gainsight Employee ⭐️
      manu_mittal
      Gainsight Employee ⭐️
      March 10, 2017
      Hi Ky,

      You can find some details here on creating layouts for different CTA Types (#1) and also linking other Salesforce records to a CTA (#2). General information on Timeline and logging Activities is available here and here, but this feature will only be available for CTAs starting May.

      Thanks!
      karl_rumelhart
      karl_rumelhart
      Expert ⭐️
      March 11, 2017
      Just following up on this.  Ky, have you decided which path to take?  Materials making sense?
      Show more replies
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