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Tuesday US Admin Office Hours (CS Platform): Jan 21, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread


sdrostgainsightcom
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Hello everyone!

This thread is for our upcoming Tuesday Admin Office Hours session on Tuesday, January 21, 2025 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, January 21, 2025 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

6 replies

  • Contributor ⭐️⭐️
  • 5 replies
  • January 21, 2025

Hi Scott - Do you know the process that GS Migration team will follow when they migrate our Bionic to Horizon rules? We are trying to migrate what we can before the deadline but some migrated Horizon rules Fail even if the Bionic rule works. Let’s say they click a button to migrate all active Bionic rules, will they test and make sure the equivalent Horizon rules run successfully? and what if it fails? what’s the next step if a migrated Horizon rule fails?


Intuitive_Geneva
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  • Contributor ⭐️⭐️⭐️
  • 14 replies
  • January 21, 2025

Hi Scott, questioning if you were able to find out any more tips around metrics [customer goals].

We’d like to put an input field in goals that CSM will fill out and use that field as a baseline metric - instead of having OSFA metrics in rules engine for all accounts. 

thanks!


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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • 141 replies
  • January 21, 2025

Hi Scott, I have a new requirement which I’m having a challenge even thinking how to approach it: rules engine or journey orchestrator, and how? The basic requirements are:

  1. If customer has a product entitlement but the CSM has not recorded the product version in Gainsight, assign the CSM a CTA to do so
  2. If X days have passed from [a] and the CSM still hasn’t done it, assign a CTA to the CSM’s manager (or send the manager an email)

For [a], I have a custom object already which identifies the Company GSIDs that meet the criteria. I can merge (inner join) that with Company by GSID. How would you recommend I trigger the CTA?

For [b], I’m just not sure in rules engine or in journey orchestrator how to trigger on the “X days have passed” part, and which one is the better choice and why?


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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • 141 replies
  • January 21, 2025

Hi Scott, another question: can a single Gainsight instance be integrated with multiple identity providers (IDP, for SSO)? Or just one IDP per instance? If multiple, how would we go about adding a second IDP to an existing instance already configured for SSO?


sdrostgainsightcom
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  • Author
  • Gainsight Employee ⭐️⭐️⭐️
  • 536 replies
  • January 21, 2025

Hi there ​@justo.casablanca -- in going back into our documentation and internal mat’ls, I am back to saying YES, you can have 2 different SAML IdPs with different email domains/URLs, etc. set up into the same instance of Gainsight.

 

I’m 90% sure on that -- I’ll have confirmation by tomorrow at the latest and let you know!


sdrostgainsightcom
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  • Author
  • Gainsight Employee ⭐️⭐️⭐️
  • 536 replies
  • January 22, 2025

I’ve confirmed that yes, you can authorize two different SAML IdPs for an instance of Gainsight as long as the email domains are different, ​@justo.casablanca !


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