we uses cases in salesforce and would like to know, is there a way to automate a CTA based off the case or specific reason being selected. i.e. a CSM selects “transfer” as the specific reason for the case and closes it - then would trigger a CTA in Gainsight to take action based off the selected reason type.
Hi Scott,
I’d like your advice on how to replace the data in a high volume MDA that has a lot of dependencies. I had to reconfigure the rule to pull form a different SF object than the previous rule was pulling from. As a result, the data that is currently in the MDA is not accurate. I am ready to use the new rule to populate the existing MDA with historical data but will need to wipe out the old data. There are 476+ records in the MDA. My thought is to create a Boolean or Yes/No dropdown field on the MDA called “New Data” and populated that as I load the new data. I can then delete the data that doesn’t have a value of True or Yes in the New Data field. Any problems with this approach or better ideas?
Thanks,
Rhonda
Hi Scott,
I have another question if we have time. Can I create a company record manually in GS that does not sync back to SF? I want sort of a dummy account where I can create a success plan where I track GS projects I am working as the admin. This would allow the leadership team to see the working happening, the Gantt chart for progress and past projects. Does this pose any problems or have unforeseen consequences?
Thanks,
Rhonda
Hi Scott, I’d like to share some observations when I’m cloning Timeline notes and see what your thoughts are.
Hello @rho_ran_experian ! Here’s the link to our discussion on creating a hyperlink formula field on your Company object.
I’m posting the snippet here in the Office Hours thread since I only shared my screen during the discussion (none of your data appears), and others may want the walkthough I gave in my demo org on doing this:
https://us-30749.app.gong.io/e/c-share/?tkn=1fed38l0l4ksn18wsza5lvn6u8
Note -- the snippet also contains our quick discussion about opening a ticket to get the 2.5 million+ records deleted from your custom object -- remember, when you open the ticket, be sure to specify that you want all the records deleted, not the entire object.
And so you have the strings you need to paste into the Concat Formula (but with your own URL and Link Label swapped in), I’ve attached a PDF with the step by step and the strings that you can copy and paste.
Let me know if you have any questions!
@sdrostgainsightcom worked like a charm! Thanks so much for the help on this one.
Rhonda
Hi Scott,
I need some advice on best practices for contact management. We've encountered situations where a CSM has created duplicate Company Person records. However, we can't identify or merge them as duplicates because the unique fields like Email and Name are in the person record. I want to avoid simply removing one of the duplicates because we're unsure which timeline entries each company person might be linked to.
One more question regarding duplicating timeline entries. If a CSM has used the Gainsight Assist Tool and an email address that is not associated with a Company Person is logged, the email appears in the external contacts. When duplicating the timeline, these emails are missed. The API seems to be looking for a Company Person GSID and ignoring the emails. I suspect this is the expected behavior, but I wanted to double-check.
Many thanks
Craig
@sdrostgainsightcom I thought this thread was for 7/23 office hours so added my question by mistake. I don’t see a thread for 7/23 to add it to though.
Rhonda
Hi @rho_ran_experian ! Just created the new thread and transferred a copy of your question over so we’ll talk this afternoon!
Scott
