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

Hello everyone!

This thread is for our upcoming Tuesday Admin Office Hours session on Tuesday, July 2, 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!

(PS. -- apologies for the “no-message” cancelation of last Thursday’s office hours -- I thought I would be able to hold the session from where I was but didn’t have the access I needed so it was a “No Post” passive cancelation.  Thank you for understanding!)

Conference Details (Zoom):

Tuesday, July 2, 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

12 replies

J
Badge

Hello @sdrostgainsightcom . In the context of cloning customer accounts I have these questions.

[a] For account contacts, we need to clone both [Person] and [Company Person] records. Basically the requirement is that the cloned accounts are to be exact copies of the originals “as of” our cutover date, but after the cutover date the cloned accounts are to share no access or data with the original accounts.

We are able to clone [Company Person] but not [Person].

  • Is this doable and how?
  • How would you prevent CSMs covering the cloned accounts from searching for and finding contacts from the original accounts?

[b] Does the following list of fields matter in the cloning of accounts? What information and/or functionality am I losing if I don’t clone the values?

  • Activity Timeline.GS Relationship Id
  • Activity Timeline.[Context Name] and [Context Id] only seem to support “Company” and “Relationship” values, which means the cloned timelines will lose their relationships to health scores, CTAs, Success Plans, etc. Is there a work-around to this?
  • Call to Action.Relationship
  • Call to Action.Rule Action Id
  • CS Task.Relationship
  • Relationship.GS Ingestion Source (blank for cloned records which is strange)

[c] I understand the purpose of the [Activity Comments] object. The Timeline UI in C360 appears to display these records in order of created date or modified date, not sure which. But if I clone the records, I have no control over the values of Created Date or Modified Date in the cloned records. This is likely to result in comments in the cloned Timeline entry displaying in a different order than in the original Timeline entry. Is there a solution to this?

Further, EMEA office hours told my IT team that this object is not cloneable. Can you confirm is this correct? Any suggestions to a work-around?

Craigo
Badge +1

Hi Scott, 

As we refine and expand our customer health score metrics, we are looking to adjust the contribution weighting percentages for some of our measures in the overall score.  I would appreciate any guidance or best practices you can recommend for simulating these changes and assessing their impact on health scores prior to updating our primary scorecard. 

Many Thanks

Craig

rho_ran_experian
Userlevel 3
Badge +1

Hi Scott,

 

Is there any way to get a link to a SharePoint file onto a reports based of the section on the C360?  I couldn’t figure out how to push that data onto the Company record.  I thought about creating an MDA that holds the link in a field and then pushing that field onto a field on the Company record, but I couldn't find a way to join the 2 objects in my rule.  Looking for any other ideas you might have. 

Thanks,

Rhonda

J
Badge

Hi Scott,

Back to cloning of accounts, specifically the timeline. Our IT team is finding that when they copy the “Notes” field from source timeline to target timeline, all the formatting is getting lost, it’s getting stripped down to plain text. I reviewed their rule and checked, it all looks ok to me:

  • They did not use the setting which forces rich text to be stripped down to plain text.
  • They appear to be mapping the fields correctly from source to destination

I’d love to share the rule on screen and see if you can spot something we’re not spotting?

dhastings
Badge +1

Hi Scott,

 

Running the Rule Chain, Provider - Account/Relationship Admin - 4:30am, for the first time since our Gainsight NXT Sandbox - QA has been created.  Receiving the same error/failure on 5 of the Admin Rules.

i.e., 

    • A field with the api name Gainsight_ID__c on object with the api name Account does not exist or access permissions are required., Records: -1

What action needs to be taken to resolve?

 

Thank you,

Di

SaritDUC
Badge

Hi @sdrostgainsightcom 
Rolling question from last Office hours session (that we did not have time for) 
Scorecard
Running into a few issue with a dedicated scorecard we created - not sure if we are just not applying best practices or if it is a GS limitation - would like to review: 
(1) Need to filter to have this new scorecard only accessible for a certain product line  → Created new fields on company object to apply the product line(String) and status that are  relationship object 
→ the only way we found to map it (from the relationship object to the company object) was by creating rules - is this the way to do it? or is there a better less complex way? 
(2) once we applied that criteria on the dashboard it automatically assigned that new scorecard to accounts that matched the criteria - we did not create a rule or trigger an action to do that - and actually want it to be a manual assignment by the CSMs.
is this the way the system should behave? if so, Is there a way to stop that?
if its not the way it should behave - How do I check why this happened and how do I change it? 

dhastings
Badge +1

Scott,

I no longer need assistance with API fields missing within Sandbox Rules.

Have a wonderful 4th of July!

Thank you,

Di

K

Hi Scott,

I have a few questions about changing the way our point of contact rule is set up. Right now the rule creates new contacts and updates the existing contact record. I’d like to change it to only create a contact record if it’s new within the past 7 days and I have a few questions about the changes I need to make to the rule.   

Thank you!

Kellie

SaritDUC
Badge

@sdrostgainsightcom 
Sorry for the tech issues. I had to drop for another meeting. 
I will try again next time. 

Happy 4th Of July! 

rho_ran_experian
Userlevel 3
Badge +1

@sdrostgainsightcom  wondering if you have had an opportunity to check into creating the concatenated field on the Company object that we talked about on Office Hours. 

Thanks,

Rhonda

sdrostgainsightcom
Userlevel 6
Badge +3

Hello @rho_ran_experian -- good news!  You can create this as a simple formula field in the Company object - no need for a rule!

 

Are you going to be able to join today’s Office Hours?  If so, I can walk you through it in just a few minutes -- otherwise, I can write it up here a little later.  Let me know!

Scott Drost, Gainsight -- Principal Customer Success Architect
rho_ran_experian
Userlevel 3
Badge +1

Hello @sdrostgainsightcom, awesome!  Yes, I will be on office hours today.  I also have another question I will post on the other thread when you put it out there. 

 

Thanks,

Rhonda 

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