We have several sue cases with Data Designer and Rules where we are using Salesforce objects that, without the joins, would update real-time for CSMs. We would like to schedule as close to real-time as possible, but understand there need to be some limitations on the amount of times a job can run. Currently, CRON expressions can not be more frequent than every 2 hours, or 12 times per day. If we are limited to 12 runs in a 24 hour period, we would prefer to push these updates when the CSMs are looking for the information during the day, and not overnight when other jobs are most likely to cause a conflict. Our proposed step in the right direction here would be to run a job hourly for 12 hours out of the day, such as 7 am - 7 pm. There would be the same number of runs per 24 hour period, but the CSMs would have closer to real-time information when they are working.
CRON scheduler expression options
+2I understand your use case, my only fear is the amount of data pulling at all times could delay other processes. Interested to see solutions on this.
+1Hi Angela,
I understand why you would want this, however I do not think this would be an option Angela. Some of the infra restrictions are designed for multi tenancy in mind (parallel executions for multiple customers) tweaking that here doest seem idea.
That being said, can you share some of the usecases for real time sync? We are working on Event Rules to be able to operate more in realtime. I would like to validate if this solves your usecases.
+1Hi Angela,
I understand why you would want this, however I do not think this would be an option Angela. Some of the infra restrictions are designed for multi tenancy in mind (parallel executions for multiple customers) tweaking that here doest seem idea.
That being said, can you share some of the usecases for real time sync? We are working on Event Rules to be able to operate more in realtime. I would like to validate if this solves your usecases.
+12The use case is, when a CSM is viewing information on the c360, or a dashboard, it is completely transparent to them if the report they are viewing is created by a Salesforce object or a merged object. The CSMs expectations are that when they make an update in salesforce, for this example let’s say a Contact’s email address, they can immediately see the change on a c360 or dashboard report. However, when we merge objects the CSM will not see the change immediately and will think their changes in Salesforce did not save. They are confused by the differences and often reach out to find out what is wrong in Gainsight. The CSM should have a consistent experience in viewing information in Salesforce or in Gainsight. If they cannot see real-time information, then at least having it updated hourly during the working hours is an incremental improvement, that does not cause any additional strain on the system and optimizes the rule runs when there are less upgrades and other jobs running overnight when we most frequently see failures.
+1Hi Angela,
Makes sense. Totally understand that since merges are not realtime, CSM’s do not see it live. I think we should be able to relax this once we have an incremental update (Upsert) capability in Data Designer. Currently its a full data refresh.
Meanwhile, can you help us with what info you are merging with Contact and what report CSM is seeing, etc.
Also, with Real Time rules, you can ask CSM to do those changes in Company, and it will be synced with SFDC objects in real time. Will this alternative help for your usecase.
+12Hi Angela,
Makes sense. Totally understand that since merges are not realtime, CSM’s do not see it live. I think we should be able to relax this once we have an incremental update (Upsert) capability in Data Designer. Currently its a full data refresh.
Meanwhile, can you help us with what info you are merging with Contact and what report CSM is seeing, etc.
Also, with Real Time rules, you can ask CSM to do those changes in Company, and it will be synced with SFDC objects in real time. Will this alternative help for your usecase.
The Contact issues are primarily with the Person object sync. So an example is, the CSM updates the Contact’s email address, then sends and email to Timeline that goes to drafts because the sync has not completed … or they update the account of a contact in Salesforce but don’t see the contact in external attendees of Timeline for 2 hours.
We find Data Designer completely unusable. After investing over 6 month time and paying out significant Technical Account Management development time, we have come to the conclusion that output from Data Designer is incompatible with our dashboard global filters, but that is a whole different thread.
Additionally, there may be other use cases to have Rules run hourly during business hours vs. overnight every other hour. I would request any changes to increasing the frequency of CRON expressions be prioritized for Rules.
I will explore your suggestion of updating in Company and syncing to Salesforce with our Technical Account Manager.
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