Person Section in C360

Hi Kate,

Thanks for the comment. Response to your queries:

• Can Gainsight specific fields live side by side with SFDC fields (without having to be added to the SFDC object)?  For example, we might want to include on the Person section "Conversation Details" but we wouldn't want to add this field in SFDC.

[Response] You can create custom fields in Gainsight Person / Company-Person objects where you can sync information from SFDC. You can also create any other custom fields that do not exist in SFDC object. You need not add these fields to your SFDC object.

• We can see the use for this at the Account level - is that possible?

[Response] Yes. Company-Person is at company/account level where as Person is global and will have records from across all companies / accounts.

Rajesh,

We definitely need this.  We manage usage at the end user in our customers and some of our customers have 1000's of end users.  We get user usage data via Users and Events in segment.io.  End users are able to buy upgrades on their own, so we potentially have accounts at the end user and customer company level.  For this to work in Salesforce, we need a contact/account for every end user.  We are mapping that to Company Person in Gainsight.  I'm assuming that this scenario is the driver for your 360 feature.

Another thing that is problematic for us is using email as a unique identifier.  We have multiple external IDs and users can have more than one product and may not use the same email address in each product.

Finally, we aggregate user usage data into the Company and then Company Hierarchy.  Some of this we put back in Salesforce at the Account so that sales has exposure to penetration within an account.  We can do this today with Bionic rules, but I want to make sure you have this tracked, as Account Hierarchy is really important to the way we score accounts.

Having the ability to allow our CSMs to update contact data in the person object in Gainsight and have it sync to the Contact object in Salesforce will keep our CSMs more in Gainsight as opposed to switching back and forth and would help us drive greater adoption of Gainsight in our organization.

Yes, a slight delay would not be a problem.

Hi Tim,

This ability is already there now - Person Section in C360 allows CSMs to update the Person data using inline edit functionality in the Detail view. You can even add a new person. Here is the link with support documentation. 

Rules Engine could be used to update this data back in SFDC Contacts.

Thanks,

Do you have documentation on how to configure the rules to update this information in SFDC?

Hi Tim,

We don't have documentation on how to configure this specific rule just yet, but I'll try and outline the steps out here.

1. Navigate to the Rules Engine page -> Click on the settings gear icon in the top-right corner -> Click on Permissions - Rules Load Actions -> Select the Salesforce object you want to update and add all relevant fields (presumably the Contact object).

2. Go through the flow for creating a new Bionic rule. You'll be prompted to start with creating a new Dataset Task.

3. Select the "CompanyPerson" matrix data object. The object will have fields such as SFDC Account ID, SFDC Contact ID, as well as lookups to the Person and Company object and hence access to all fields from Person and Company to be used in the source dataset.

Here's a sample view of the dataset task you would create.

4.  Select the "Load to SFDC Object" action choose the Contact object. You can now select the Upsert/Update operation and map fields you want to update. 

5. The identifier would usually be SFDC Contact ID (which would be the "ID" field in Contact). It could vary based on your implementation of Contacts in Salesforce.

Hope this helps! Do reply if this didn't work for you or you need further clarification.

Thanks,
Kunal

Thank you Kunal - we'll take a look!

"Take actions for each person such as sending an email." - THIS IS A HUGE NEED FOR US.