Tuesday US Admin Office Hours (CS Platform): Jan 9, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

  • 9 January 2024
  • 6 replies
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sdrostgainsightcom
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Hello everyone!

This thread is for our upcoming Tuesday Admin Office Hours session on Tuesday, January 9, 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, January 9, 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

6 replies

spencer_engel
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Hi Scott - 

 

I’m interested in best practice advice about how to deal with orphaned Company Person records. We’ve talked about this issue in the past, and now that I have a solution in place to identify these orphaned records, I’m curious if you have advice on how to handle them, especially if they already have Timeline activities associated to the Company Person record. I’ll have an example to review on the call.

J
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Hi Scott,

  1. I need to understand how session timeout works in GS. We use SSO. The complaint scenario from a user is: he opened a success plan, stepped away for a length of time, came back, type a lengthy content into a success plan rich text field. Upon exiting the field it did not save and all the work of typing was lost. However the app did not tell him the session had timed out.
  2. Currently we assign account team members and control access to the accounts by adding User lookup fields on the Company object: 1 for AE, 1 for CSM, etc.  We have a scenario where multiple of a user role (let’s say, CSE or Customer Success Engineer) may need to be assigned to a single account. Is there a better way to manage account team membership without adding CSE1, CSE2, CSEX lookup fields to the Company object? Long term it’s not sustainable. 
N
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Hi Scott,

I’m looking for a solution to create a snapshot dataset that marries the following:

  • GS Opportunity
  • Account Scorecard History from 3 Months

e.g. Opportunity closes December 2023, I want to marry the health snapshot for the account from 3 months prior in an ongoing fashion (January opportunities married with October snapshot).

 

What’s a clean way to do this? I’ve been racking my brain on the join functions.

 

Nigel

H
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Hi Scott,

 

I need to understand what happens in a JO Program when a CSM is changed and the Program has already synced and brought participants in.

We have some programs that last 5 months. In these Programs we have both emails and CTA’s.

It is my understanding I need to use a Calculated field. I can see how to use that for the email in the program model, but how does this work for the CTA’s in the model? 

The schedule to add participants is daily. 

I really honestly thought just using tokenized fields was how this worked, but now I am finding out that is not the case. 

J
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Hi Scott, will there be office hours today? I’d like to queue up my questions for today:

  1. Follow-up to Tuesday regarding losing of data from rich text field edits under certain conditions, you were going to research something offline, I forget exactly what
  2. We are currently replicating data from multiple GS objects into our company data lake via API. However, IT is telling me the APIs handle record creation and update, but not delete. I noticed this when we deleted some Company records but they did not get deleted from our data lake. Is the IT assessment correct, and how do other customers handle deletes in these scenarios?
K
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Hi Scott!

I would like to create a rule that fires a CTA when relationship persons aren’t engaging meaningfully with our automated Onboarding Emails.

In an ideal state, the rule would look for:

  1. Relationships in a certain CSM segment that received an onboarding email campaign
  2. Across all persons in the relationship, no-one opened more than 2 emails in total (IE, if nobody opens any emails they WOULD qualify; if 3 people open any email once, they would NOT qualify)
  3. The CTAs do not fire until the Relationship persons are most if not all of the way through the onboarding email flow

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