Tuesday US Admin Office Hours (CS Platform): Feb 11, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi Scott, I am looking to learn about how I can create SFDC cases from Gainsight CTAs.  Use case: we have our global renewals team and pooled CSMs flagging risk in Cases. Our dedicated CSMs log risk on their accounts in GS. 

I am looking to create one holistic picture of known risk in SFDC.  So when a risk CTA is opened in GS, I want it to create a risk case in SFDC.  Once the CSM closes the risk CTA in GS, I need the case to close in SFDC.  We have all the same fields on the risk cases, as we do in the CTAs.  Thanks!

Following up/continuing our discussion from last Thursday’s office hours, looking for further guidance on properly accounting for all the right conditions to identify individual JO participants who have opened or not opened an email beyond just the Email Opened criteria (screenshot attached).

Thanks!

  -  Tim  -

Hi Scott, is there a way to reference contacts saved in Salesforce without pulling them into a Gainsight object? and if contacts are pulled into Gainsight, is there a limit to how many contacts can be pulled into a Gainsight object?

Hi Scott,

We have a 2 part question that originates from scorecards that we are hoping to set up for our accounts:Larger Question:
Can we somehow find a way to aggregate scorecards on child accounts to their ultimate parent account?
Context: Our instance of GS reflects a rather messy landscape of child accounts all mapping to a single parent account. This mapping is constructed and managed in SalesForce which we have flowing through to GS. Because of the nature of our business, there are varying levels of disaggregated data across different child accounts, which then creates 'partial' scores on each child account. We are looking for a solution to help us roll up the partial score cards into a single scorecard on the parent level.
For example - some product usage data may live on legal entity PharmaABC because we sold the product to that legal entity, but may have NPS survey eligble contacts mapped to legal entity PharmaXYZ because the MSA was signed by this entity. We'd like for PharmaUPC, the parent company of both these entities, to be able to have a single score card that would include both customer sentiment and product usage, since those two child entities standalone would not have complete scores.If the above is not possible- is there a way to aggregate customer contact data (names/titles/emails) to a singular entity (ideally the Ultimate parent account which is mapped from SFDC) when in the source data they are only mapped to a child account? Our customer sentiment data (based on NPS surveys distributed) is our biggest priority.

Thanks!

Deb

One additional question. In Activities, is there a way to make the “Note” and “Subject” fields non-mandatory?

We’d like to make these optional, however it’s greyed out when trying to de-select them as a Required Field. (screenshots attached).

Thanks,

  -  Tim  -

How do I recreate the percentages in JO analytics within Data designer or in a report such as click rate, delivered rate etc.?