Thursday US Admin Office Hours (CS Platform): April 3, 2025 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hi Scott,

I created a new Custom Object and a Real-Time Rule in order to track changes to a couple fields on the Company Object as we discussed last week and as outlined in this Community article:  Create a field history tracking object using Real Time Rules.

I started small to be safe, tracking just two fields. Before I expand, I’m curious if there are any best practices for Real-Time Rules that I should keep in mind.

Additionally, I’d also like guidance on the preferred way to automatically change the Company “Status” field based on certain events/criteria.

See you soon,

Mishelle Fisher
Digital CSM Lead at RocketReach

3 questions relating to People management

1. C360 Person tab, Name and Email fields are configured to allow Edits, but neither field can be edited.  Is this because they are defined as our match fields for People?  JJ/SD:  YES.  WE CAN REQUEST GS SUPPORT TEAM TO ALLOW MATCH CRITERIA FIELDS BE UPDATED.
2. Person Merge outcome  JJ/SD: Person Merge is only for Person records, not Company Person.  Check Data Operations to delete extraneous Company Person records that you no longer need.
3. How do orgs handle passing updates to Person back to SF?  Are there best practices Gainsight recommends? I’m aware we can do bi-directional sync etc, interested in anecdotes to help us decide.  JJ/SD: this is large topic with many variables/dependencies.  If you want to update some Contact fields, you could setup a rule using Company Person as the driver to update the relevant fields in the SF Contact.  You can also update the SF Contact record directly via navigating from the GS Company Person record in C360 to the SF Contact.  There could be any number of other workflows in SF that are updating/creating SF Contact records.  Those changes could overwrite any changes sent from GS, which in turn would then be pushed back to GS via the hourly sync.  Check Company Person sync job at various times of day to check record counts to identify potentially large update jobs as an indicator of these.  JJ impression is to leave major updates to SF Contact directly and push only GS-specific values such as ‘Gainsight POC’ back to SF.

Hi Scott! I'd love some help with the real time rule that we started on last Thursday. It was the rule for "Relationship Journey Stage Change from Onboarding to Adoption" if that helps. 🙂

If we could look at that again today I would really appreciate it! 

-Kellie