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Thursday US Admin Office Hours (CS Platform): Jan 23, 2025 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread


sdrostgainsightcom
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Hello everyone!

This thread is for our upcoming Thursday Admin Office Hours session on Thursday, January 23, 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):

Thursday, January 23, 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

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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • January 23, 2025

Resuming from Tuesday’s meeting...we got stuck on the JO workflow palette not showing any option to create a CTA, whereas the older classic workflow palette does have that action.

Hi Scott, I have a new requirement which I’m having a challenge even thinking how to approach it: rules engine or journey orchestrator, and how? The basic requirements are:

  1. If customer has a product entitlement but the CSM has not recorded the product version in Gainsight, assign the CSM a CTA to do so
  2. If X days have passed from [a] and the CSM still hasn’t done it, assign a CTA to the CSM’s manager (or send the manager an email)

For [a], I have a custom object already which identifies the Company GSIDs that meet the criteria. I can merge (inner join) that with Company by GSID. How would you recommend I trigger the CTA?

For [b], I’m just not sure in rules engine or in journey orchestrator how to trigger on the “X days have passed” part, and which one is the better choice and why?


SaritDUC
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Hi ​@sdrostgainsightcom 
Is it possible to add a field to the User management object/page? 
 


I was trying to do that through data management but get and error I cannot figure out or pass.
 

 


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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • January 23, 2025

Hi Scott, how can I allow my users to “search for” another internal user, present in the User object but not activated because they are not a Gainsight user?

Use case is the sales account team. They don’t use our Gainsight so their User records are inactive, but we have custom User lookup fields on the Company object and I’d like to give my CSMs the ability to update them. Since the sales users are inactive, the User search won’t find it.


rho_ran_experian
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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • January 23, 2025

Hi Scott,  I have a survey program that has been running for 3 years and should have fired off a survey last week but did not.  I’m not sure where to find execution logs to figure out what happened.  


sdrostgainsightcom
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Hi ​@justo.casablanca -- here’s the link with the detailed walkthrough on Internal Collaborator (and all other) license levels.  And yes, these are free licenses that allow you to add them to User Lookup fields on your Company object, for instance, or CTAs, etc -- and makes it much easier in particular for organizations that are syncing data from their user source (usually SFDC) -- the Account Exec, etc. 

This free ‘license’ doesn’t grant any functionality to the users themselves - can’t login, etc , BUT you can pick them up in a User JO just like any other user -- the other good reason to bring them into the user object (and you might be able to pull in Inactive users, I know, but for searches, etc., it’s the Active Internal Collaborator users you want).

Hope that clears things up!

https://support.gainsight.com/gainsight_nxt/01Onboarding_and_Implementation/Onboarding_for_Gainsight_NXT/Login_and_Permissions/User_License_Management#Gainsight_License_Types


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