We are starting to use group send, but running into several issues. We are implementing a shared account model where a generic CSM owns the accounts and then we have a pool of 3-4 CSMs who are working the CTAs and sending bulk emails from the shared email address. I have been able to set it up to have a bcc link and allow them access to the shared email in Cockpit, but group send will only allow you to create lists and send to accounts you are assigned to. The CSMs can’t login as the generic user because we use OKTA. Is there another way around this? How are other companies handling a shared account model?

We have the same issue though when they use the bcc link and the email goes to drafts - they aren’t able to see the drafts folder for the shared inbox. I have been having to masquerade as the generic user to resolve the emails for them, which is not scalable.

I would love to hear how others are handling these types of situations. Or if there is a different way to set this up in Salesforce/Gainsight to work better. Thanks!

Hi Scott, Hope you are well.

I am trying to update Yes/No, Multiselect and contact name/contact email fields from Salesforce Implementation Module which sits at Account Object into Success Plan fields via rules. However, I am not finding a straightforward way to do it.

Basically, using a SF object in rules to update Success Plan fields in Gainsight. I would like to gather your thoughts and see if there is a straightforward way to do it. Thanks.

Hey Scott! Hope you're well. We have had a request come in to use rules engine to automatically populate certain Campaign records as Meeting type Timeline Activities in Gainsight and tag attendee Contact/People records as attendees. I am having difficulty approaching this, as rules engine currently does not appear to support Timeline Activity types other than milestones. I also cannot see a way to associate a Person record with a Milestone Timeline Activity. Can we cover potential workarounds?

Hey Scott! One more topic - would also like to discuss manually reconciling duplicate users wrt the Sally Slackbot integration. We’ve run into some runtime issues importing users because we have a number of duplicate Gainsight users, many of whom are inactive in Slack, who are being pulled in. Hope we have time to cover this - thanks!

Hey Scott - have one additional topic. We’re looking at populating individual measures and measure group scores that are calculated externally to the C360 Scorecard tab. Ideally, we would populate the measures and measure groups via the API, but I have been unable to figure out a way to write directly to the measure group rollup. We could try to control the measure group rollup instead by using override exceptions, but there are some measure groups that would require more than 5 criteria (system limit for exceptions). An embedded page from the external dashboard these scores are loaded from may also work. Can we discuss options?

Hey Scott, I have a question regarding an issue with Emails logged via Outlook plugin to Gainsight Timeline. When I try to edit an email logged via Outlook, to associate a CTA, i see an error - 
“Notes Must Not Exceed 131000 characters”. The error is removed when I reduce the characters in the email to fit the criteria but this seems to be a manual task if there are multiple emails that have been logged via Outlook, because the error does not show up when logging them via Outlook. 

Also, the error only shows up randomly when I try to edit an entry, but not always with below error from Network logs - 

"ANTISAMY_VALIDATION_ERROR"

How to resolve this or if there is any workaround for this case?

Hi,

We are switching our CSQL from Gainsight only to now create Opportunities in Salesforce.  We wanted to understand the process and mechanism for writing CSQLs to Opportunities. Are there options to do custom Mappings into SFDC? We want to set the Opportunity to a specific stage.  What IDs or identifiers are passed to SFDC if any that SFDC uses to write updates back to GS Opportunity?
We also see we have to delete all current leads in the GS Lead object.  Would we be able to reload them once we switch over to the SFDC sync so that we still have the leads in GS without it triggering new opportunities?

We want to access Gainsight via API and third party.  Is it possible via API to honor the individual users data permissions?

Much as it bums me out to confirm, ​@rkumar , the “Update Success Plan” (as well as “Update CTA”) action in Rules Engine does NOT allow mapping of inbound data fields from the rule to dropdowns of any kind.  String, numbers, date fields to each other?  Yes.  But no mapping of any field type in your dataset to a picklist for updating.

For the rule that you are working on, your options would be:

• Split the yes/no into 2 actions (that’s at least minimal extra),
• For the multi-select, and in the bigger picture, you are stuck with creating an API call in External Actions and using that.

Not great options, I know, but I’ve raised the issue with Product and I’ll let you know what I hear back in terms of adding it to the “retire tech debt/simplify admin” initiatives!