This article provides frequently asked questions related to Salesforce and Customer Communities integration.
How many API calls does the integration make to Salesforce daily or during peak usage?
The number of API calls depends on the volume of contact and account records in Salesforce. Gainsight Community processes data in batches using Salesforce bulk APIs, which scale with the size of your dataset.
Which Salesforce API methods does Gainsight support: Bulk API, REST API, Composite API, or others?
Gainsight primarily uses Salesforce's Bulk API to fetch and write large volumes of data efficiently. Additionally, Gainsight uses the REST API for event-driven operations, such as federated search involving Salesforce Knowledge Base articles.
Does the integration support upserts, or only inserts and updates?
Gainsight supports upsert operations during writeback to the Community_Member__c and Community_Member_Activity__c objects. This allows the integration to insert new records or update existing ones based on record identifiers, ensuring seamless data synchronization.
How does the integration handle errors or failed records? Are retries or error logging in place?
Gainsight leverages standard AWS logging infrastructure to capture all failed records during scheduled fetch and writeback executions, ensuring secure backend processing.
Is the integration process synchronous (real-time) or asynchronous (batch-based)?
The integration operates asynchronously. Gainsight fetches data twice daily and performs writebacks every 30 minutes, optimizing system performance and reducing usage on Salesforce.
Does the integration count toward Salesforce governor limits, and are there any throttling or call optimization enhancements planned?
Gainsight’s current API usage remains well within Salesforce’s Bulk API limits. To ensure long-term scalability, Gainsight is actively working on throttling strategies and rate-limiting enhancements to optimize API calls and reduce performance risks.