Thursday US Admin Office Hours (CS Platform):Apr 2, 2026 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hello Scott.  I have 2 items to run by you, I will post separately for clarity.

Item 1 - Rules Engine - Load to SFDC action: are you aware of any ‘setting’ on the Gainsight side of things that enables/prevents a Load to SFDC action from assigning a Salesforce ‘queue’ identifier as the Owner Id ‘queue’ as opposed to ‘user’.

Prior to the SF-GS Outage in November, we had multiple Rules Engine rules that created a Salesforce Case object record successfully and WERE ABLE to assign Ownership as a ‘queue’, rather than an inidvidual ‘user’.

Since the outage, we can no longer do so.  I’ve explored the issue in depth w/our SF Admin who thought there was a ‘setting’ of some kind in Gainsight that could be toggled to allow/deny this.  

Ring a bell to you at all?

We want to assign new cases to this queue/owner:

• Owner ID: 00G2G000004OmROUA0
• Owner Full Name: CTA: Mobile Submission

Issue: I don't see a way to map or assign these 2 values to the fields 'Owner ID / Owner Full Name' from Gainsight.  

From within Gainsight, I am not presented an option to select this specific queue value when trying to map to the 'Owner ID' field.

Item 2:  I will demonstrate my question live.  Is the answer to my troubles creating/using Calculated Fields?

Dynamic Designer program fails to sync, despite records matching branching conditions in the Evaluate steps.  I have matching records that meet the inclusion criteria in the 3rd of 8 possible branches.

However, the sync is failing because those records don’t meet the 1st branch criteria.

Instead of proceeding to check the subsequent branches, the sync stops altogether.

I’ve run this by GS Support already and their explanation doesn’t track with my understanding of how branching should work in Dynamic programs.  

Looking for you to set me straight if I’m looking at things in the wrong way.

Ticket #466526

Hi Scott,

I’m planning to build a new Rule that will use ‘Load to Score 2.0’ and I just want to make sure I do it efficiently.

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Basically I have 7 different date stamp fields, logging the first use of 7 features. The Rule will calculate the days elapsed between each first use and ‘Start of Contract’ (when date fields are not null) and then set a score based on the days elapsed. I have a specific schema in mind for days elapsed v. scores -- and this is the part that seems like possibly a lot of (one-time) setup work in Rules.

Unless there’s an easier way that I’m missing 🙏