Hey there,
I wanted to outline an issue that I think may be a enhancement request or possibly partially a bug.
We utilize NXT Hyrbid so there is still a pretty tight connection with our SFDC data. Often times we receive CSV data that we upload for program participants.
Currently, it is possible to map a SFDC user id to the “Manager External User ID”. We are not using “Map to Gainsight standard fields” so we are mapping SFDC Account id and Contact ids instead of Company and Person ids to the External Account and Contact id dields.
The first problem is that we are allowed to do this. I’m sure there is a technical reason why we need to use GS User GSID for CTA creation on Hyrbid NXT but it doesn’t quite make sense to me why it is still asking for an “external id” as for other mappings it is asking for “external” account and contact ids which SFDC ids work just fine. It should be named more appropriately if this is functioning correctly.
The bigger problem is that we don’t know this will be an issue until the CTA creation step is actually processed. So for example, we had a program that sent a few emails with wait timers and had a CTA in the middle. The participants go through the journey as normal but then fail only once they get to the CTA step. It would be nice to have a validation upon participant sync or program publish if there is a CTA with a user id mapped to ensure it is a GSID if we can’t use sfdc user ids.
This drops all the participants so extra work in rules engine to create the CTAs and any further emails would need to be done in a separate program.