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MAKE-UP SESSION FOR THE CANCELLED THURSDSAY, SEP 25 CS ADMIN OFFICE HOURS

Hello everyone!

This is the thread for a special make-up session for this week’s cancelled Thursday session: 

Friday Admin Office Hours (CS Platform), Friday, September 26, 2025 at 11am PT / 12pm MT / 1pm CT / 2pm ET.


Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Friday, September 26, 2025 at  11am PT / 12pm MT / 1pm CT / 2pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/95564886548?pwd=SGZyVmM2NGpYSW02RU5XY2x5TjJhUT09

 

Meeting ID: 955 6488 6548

Passcode: 296864

 

For dial-in info by your location, find your local number: 

https://gainsight.zoom.us/u/aeD4b4SdoB

Hi Scott, hope you are well. There is already data coming from PX via Adoption Explorer but I would like to have some additional fields to flow as well. So I want to take your thoughts on getting some new fields from PX into CS. Thanks.

Hi Scott - I’ve got a bit of a doozy. Not necessarily expecting a straightforward answer from you but am hoping to explain a conundrum we’re having re: Company Person data and see if you can think of any ideas how we can solve for it. 

 

This stems from the following answer we got from support recently re: syncing JO emails back to the Salesforce task object: 

 

Yes, you are correct — when we map Person ID in the task owner under Email Step Sync settings, the backend resolves this value to Company Person → External Contact ID.

 

The problem is we load our Account Contact Relationship ID to the External Contact ID. The Contact ID gets mapped to the Person::External ID field. So I’m afraid we might be stuck with not being able to use the out-of-box functionality that maps JO emails back to Salesforce.

Hi Scott, I’d like help with converting some data that comes over as the SFDC ID instead of the Account Name for our Vendor field.  I’m using a rule to update this unless there is a better way.  I’m getting stuck at the join portion of the data set up on how to tell it which accounts to update.  I have the Vendor Account List, I need it to say if XXXXX exists in Vendor field enter NAME into Vendor Name field. Or can we just convert that field that is coming over with the ID back into the name that displays in Salesforce?

Scott,

Timeline Activities, capturing “External Attendees” - if the Person/Contact is not associated to the Gainsight Customer, then the External Attendee, Contact/Person displays as an “Email’ vs displaying as a “Name.”

Once the Contact/Person is added as a Contact under the Gainsight Customer, the External Attendee display changes to a “Name” vs an “Email”

  • Is there a way to have the External Attendees chosen, find the Child Accounts Contact info and display as a “Name” vs an “Email”?  
  • OR, does it matter that some of the External Attendees display as a “Name” vs displaying as an “Email”?

Note: Relationships are not used but we do have the Aggregation concept, Child Accounts roll-up to the Parent Account

 

i.e., MedSuite Purchaser, LLC (DE) - OCS 035154, Activity Date 09/17/2025

 

Thank you,

Di

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