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

Userlevel 6
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Hello everyone!

This thread is for today’s Tuesday Admin Office Hours session, Tuesday, July 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, July 9, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET


Join Zoom Meeting:



Meeting ID: 967 5809 8131

Passcode: 678844


For dial-in info by your location, find your local number: 


4 replies

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.

Userlevel 3
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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?




Hi Scott, I’d like to share some observations when I’m cloning Timeline notes and see what your thoughts are.

Userlevel 6
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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:


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!