We need the option to allow specific domains to be configured to multiple accounts within Staircase.
This is the current error message we receive when trying to do so:
Use case: As I’m sure most Gainsight customers will have, we have customers with multiple company records (i.e. sites/locations within a global entity) and so there will be contact records that span multiple company records along with it--this is precisely what the differentiation between the Person and Company Person record is intended for in Gainsight.
Staircase doesn’t handle this type of situation well today, because it has to have unique domains linked to an account record, they cannot be shared.
This causes the following issues for us:
- It may be incorrectly associating communications to the wrong account, or just not linking them to the correct one in Staircase, and
- This causes AI summaries from Staircase to be not posted to the correct Timeline in Gainsight (or missing from the correct one)
- Gainsight Healthscore dependencies on Timeline/Engagement data is then also not properly representing the meetings CSMs are having
Ideally we would be able to associate domains to multiple account records in Staircase, and have the timeline entries be linked using the “associated records” feature, to all applicable Company Records in Gainsight so that timeline is updated across all relevant accounts.
