Hello! I'm trying to sync SFDC Tasks to GS Timeline and having no luck.  GS Support is telling me Related To ID can't be null but in SFDC we don't have this field as mandatory.  Do you know of a work around?

Hi Scott. In email template builder, I thought there was a way to upload and display an image but have the image hosted at Gainsight rather than directly embedded in the email. I could have sworn I’ve seen it before but now I can’t find the config screen for it.

We're looking to try some initial testing of a program this week. I'm getting stuck on importing the Audience data, given our conditions (customer usage pacing less than 50%, a specific product, no CSM assigned, and a renewal date during a certain timeframe). I’m pulling from one object (so far at least).

1) Running a report with the same filtering the segment's execution history shows a count, but it doesn't match the report count
2) I'm not clear if it is successfully pulling the audience into the program or properly syncing
3) I'm missing something with the Mandatory & Uniqueness Criteria fields seeing limited options

Hoping to get some guidance to make sure I'm following the proper steps so I can rinse & repeat in creating additional programs.

Some random questions (w/ hopefully quick answers ):

1) Is it possible to add a new contact from the Activity window when logging an activity? If not, do you know if/when this is on the product roadmap?

2) From our Communications champion:
While Gainsight CS isn't labeled specifically as an Email Service Provider (ESP), it serves as a platform to deploy emails. This is a bit of a gray area and I'd like to learn more to better understand requirements around IP warming to help us establish a good sender reputation and avoid falling into junk mailboxes or being blocked.
 
a) Will we use a dedicated IP address for sending emails through Gainsight? Is this a new or dormant IP address?

b) Is Gainsight CS integrated with an ESP that has a dedicated IP address (in this situation the ESP may manage the IP warming) ?

Hello @justo.casablanca -- I have at least 1 answer for you from the discussion today:  when an Active program is set to Stopped, here’s what happens:

• No more new participants can be added (obviously, but worth stating for clarity)
• Existing participants who haven’t finished the Program will be set to Knocked Off
  • This means if they are in a Conditional Wait, or just a Wait Timer between, say, email #2 and #3 in a series, they are dropped and will never receive the rest of the emails.
• HOWEVER, Email Events (opens, clicks if being tracked) will continue to be collected into the Email Events logs, etc. for all Participants after the Program has stopped -- so if someone finds the email a month later and opens/clicks, those come back into Email Logs and update the stats for the JO.

Hope that helps - I will check on some of the other questions over the coming days!

Scott

Good Morning @sdrostgainsightcom ,   Did you find time to look into my timeline sync issue any further?

Thanks,

Todd

Hi @sdrostgainsightcom ,

Lining up my questions for today (17-Sep-2024) before my work meetings start and I forget to get in line:

1. iActivity Attendee] object does not have eCreated Date] or rModified Date] fields. How should we query this object _incrementally_ via API to get the data into our Azure data lake? Right now our IT team is planning to _fully_ replicate the object on an hourly basis - this could be a lot of API calls and the object is only growing. In sandbox tests it takes ~ 10 minutes to fully replicate it.
   
   We can’t depend on the internal and external attendee fields on the tActivity Timeline] object. The attendee list for some of our activities is large enough that the concatenated strings exceed the max length allowed in an Azure string or blob-type of field.
   
   I have support case # 334568 open with the same question.
    
2. Referring back to #1, we’re already replicating iActivity Timeline] incrementally via API every hour. Would it stand to reason that, if on any given hourly run there are no changes to nActivity Timeline], then it’s not necessary to replicate rActivity Attendee] on that particular run either? If the only change to an activity is to add or remove an internal or external attendee, does the Activity Timeline].TModified Date] get updated.
    
3. In past office hours you’ve referred me to the eEmail Raw Events] object for my email metrics. I’ve asked my IT team to replicate this object down to our Azure data lake, but when I went into data management to get the exact API name, I also noticed other objects with “email” in the name so now I wonder, do I need them as well?
   
   Ao_Emails
   Email_Logs
   email_log_v2
   Opt_Out_Emails
   
   According to this article, Email_Logs has been replaced by email_log_v2, but what about the other objects?
   
   Email Log V2 Object - Gainsight Inc.

@sdrostgainsightcom just to bug you here too - as a follow up to this session, I believe you were going to confirm how “Last Engagement Date” is derived, on the People Maps UI that isn’t stored in a field somewhere (but calculated at runtime) so we can replicate it if need be. E.g., what object(s) does it pull from and how is it calculated from those objects to get the date.

@sdrostgainsightcom any chance I can get an update on this? Thanks!

@sdrostgainsightcom any chance I can get an update on this? Thanks!

​@sdrostgainsightcom ​@revathimenon 

Hi ​@bradley -- sorry I lost track of this -- I think having it on the same thread as the original Office Hours we talked about kept burying it on my list, but either way, shouldn’t have let it go.

I’ve posted to a couple of product managers internally just now to confirm exactly what data sources are pinged when calculating -- I think that it is Email Log V2, External Attendees, and Survey Responses, but I may be missing one (or it’s possible that we aren’t pinging Survey Responses) -- I’ll let you know here as soon as I get confirmation internally!

No worries, thanks for following up! I was being lazy and not re-posting on newer threads either Let me know when you confirm!

Hello ​@bradley - some clarity at last - and a bit different than I thought it was!

The only source for the Last Interaction date in People Maps is the Timeline External Attendees object -- and they exclude automated entries such as Milestones or JO Emails.

So the calculation sets a high bar for “Engagement” -- but integrations such as Outlook/Gmail Assist, or Gong.io, or SFDC are included -- but nothing else.

Sorry for the length of time on nailing down that answer!

No worries, thanks for tracking it down!