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.

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

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.

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!

Thanks @sdrostgainsightcom!

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?

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?

@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?