Tuesday US Admin Office Hours (CS Platform): Apr 30, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

  • 30 April 2024
  • 8 replies
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sdrostgainsightcom
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Hello everyone!

Apologies for the late post!

This thread is for today’s Tuesday Admin Office Hours session, Tuesday, April 30, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm 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):

Tuesday, Tuesday, April 30, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09

 

Meeting ID: 967 5809 8131

Passcode: 678844

 

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

https://gainsight.zoom.us/u/azzeidOTB

Scott Drost, Gainsight -- Principal Customer Success Architect

8 replies

anitat
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Hi Scott, my question is how can I set up my Salesforce connector/rule to prevent creation of duplicate contacts in Gainsight when the email is changed in Salesforce?

We have a connector job and a rule set to create/update contacts in Gainsight with several bidirectional fields. Email seems to be used as the Match Criteria for the rule but I don’t see a way to change this to something like the Salesforce ID.

rho_ran_experian
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Hi Scott,

I’d like to understand how the GS email opt out works.  What is the difference between the survey opt out and the general opt out?  How do I report on opt outs specifically survey opt out versus general opt out? 

Thanks,

Rhonda

V
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Hi Scott,

 

I’m looking for confirmation that a CTA can’t be re-assigned to a different company. (Was created against the wrong company in error). I don’t want to advise the user to  delete and re-create the CTA as it’s been open for awhile and is indicative of the timeframe for a risk.

sdrostgainsightcom
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Hi @Veronica.Moore -- you are correct -- a CTA cannot be re-assigned to a different Company (or potentially, you could open a DataOps request through Support, etc. etc. but I can’t imagine that it is worth waiting a week for 1 CTA).

 

The user will have to re-create any Timeline entries they’ve made on the CTA as well, although it doesn’t sound like that is the case.

 

Wish there was an option, but there are too many dependencies on the Company record in the CTA object for easy reparenting . . . feel free to still jump on the session today if you have follow-up questions though!

Scott Drost, Gainsight -- Principal Customer Success Architect
V
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Thanks @sdrostgainsightcom!

anitat
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Hi Scott, I have another one if there is time ~ 

I created new picklist value on a Salesforce Contact field (custom multipicklist) and did a Replace to update to the new value. Now I’m stuck with what to do in Gainsight.

So far, in Gainsight I edited the name of the dropdown value in Dropdowns, and test ran the Load Contacts rule and found the picklist value is just blank on records that used to (and should still) have one. 

Seems like if I let the rule run, it would just clear things out instead of apply the new picklist value. How do I make this update in GS?

R
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Hey Scott -- I seem to remember that Gainsight was going to roll out the functionality where our CSMs could input a Person/Company Person name or email in the search bar at the top of our Gainsight instance and have it pull up the Company record that contact is connected to. Has that rolled out / if so, where is the configuration for that done?

anitat
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Hi Scott, I have another one if there is time ~ 

I created new picklist value on a Salesforce Contact field (custom multipicklist) and did a Replace to update to the new value. Now I’m stuck with what to do in Gainsight.

So far, in Gainsight I edited the name of the dropdown value in Dropdowns, and test ran the Load Contacts rule and found the picklist value is just blank on records that used to (and should still) have one. 

Seems like if I let the rule run, it would just clear things out instead of apply the new picklist value. How do I make this update in GS?

@sdrostgainsightcom Following up on this ~ when I update the picklist value in the Load Contacts rule > Actions and try to save the rule, it doesn’t save. No error pops up, but also no confirmation message. I also noticed it says “Mapped fields (6/5)” at the top. Any recommendations? What will happen if this rule runs without the mapping?

 

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