Thursday US Admin Office Hours (CS Platform): May 30, 2024 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Userlevel 6
Badge +3

Hello everyone!

This thread is for our upcoming Thursday Admin Office Hours session on Thursday, May 30, 2024 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, May 30, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET


Join Zoom Meeting:


Meeting ID: 955 6488 6548

Passcode: 296864


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

9 replies

Userlevel 1

Need help understanding why certain Widgets in the Dashboard Builder are not available. Here are some examples of the Widgets I need. Also need to see if the Unsubscribe Links are working for us.  


Userlevel 3
Badge +1

Hi Scott,

I am brining person merge back up.  I have found a number of company person records that are duplicates.  The records both share email and company and SFDC contact ID.   I put in a ticket to get those merged but want to use more than email for the match process.   I’ve met with the engineering team and have been told if I use more than email as a criteria in this match process it will affect other aspects of my instance.  I didn’t understand what else it would affect.  I remember you talking about this in a recent office hours but didn’t really get it there either.  I am hoping you can dumb it down further and help me understand this so I can make an informed decision.  



Badge +1

Hi @sdrostgainsightcom 


I’m having trouble adding the c360 layout to an email template. in the old documentation it is talking about the old c360 and not the new one. Can you assist? Thanks!


Is there a way to add a user-editable field in the My Profile page? We’d like our CSMs to add their unique Book with me URL (Microsoft’s version of Calendly) so we can use them on email programs (for the CSM’s signature)?

Hi Scott! 

Wondering if there is there a way to add a Global Filter to a dashboard that is pre-set for FY and/or FYQ.

Thank you as always,


Userlevel 7
Badge +3

Hey Scott - I have a question about User Management. I’ve come to realize some of our usernames are out of date for whatever reason. I’d like to know if (a.) the fix is as simple as just fixing it manually in Gainsight’s user table and (b.) if there’s any known negative impact to having the wrong username in Gainsight compared to what’s in Salesforce when one is logging in via Salesforce. It doesn’t seem like there is but would like to hear your perspective. I can explain more on the call; also I’ll be on around 1:30 CT.

Hello Scott!

Need to talk about any workaround for reporting on Activity Timeline for a multi-select picklist. 

Badge +4

re-adding my issue from last week

 I've uncovered some tricky behavior in Rules Engine.

My use case: Fetch Campaign Attendee information from Salesforce and log selected Campaign (Event) participation to the Gainsight Company timeline. Include any attendees who are in Gainsight as External Attendees.

I get the data I need just fine, but when I add the Rule Action to log an individual's attendance to the Company Timeline, Gainsight will only load one record per Company GSID and ignore the rest. This is not the desired behavior.

One issue is that I can’t seem to add more than one External Attendee to a single timeline entry. 

For example, if 3 people from the same company attend the same webinar, only one of them will get logged and the other two records are dropped. I can't figure out a way to organize the data so that all attendees are associated with one Company GSID in a single record.

Another issue is that if we have one Company attend multiple events in one rule run, only one of those events will be added to the Timeline. Any subsequent events are dropped (not actioned) and don’t appear on the Timeline. 

Here’s a screenshot of a manual test run showing the number of records that match the criteria and then get dropped.

How can I achieve my objective?


Badge +1

our users log into Gainsight NXT via Salesforce login, and there is one report in a dashboard that does not display because the source is SFDC Opportunity object directly. Is there a permission I’m missing, or does each user need to authorize the Salesforce connection?