Tuesday US Admin Office Hours (CS Platform): June 11, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi Scott,

Our Digital CS team manage customer inquiries via a queue in Salesforce’s Case object. I would like to bring these communications into Gainsight’s Timeline and would like to know if using the Timeline <> Salesforce integration is better than using bcc to Timeline.

Want to confirm the right way to migrate s3 file rules to horizon rules 

Hi Scott - 

Leadership would like to see who the CSM was for churned accounts, but this is cleared from SFDC upon the account churning. Is there a report I can pull that will show the historical data, or another method you’d recommend if this is possible?

Thank you!

Chae

Hi Scott,

I also have a question about contact alignment. We had a contact in Salesforce associated with a generic account back in 2020. The contact pulled into Gainsight at that time. Recently. the contact was associated with their correct account in Salesforce and the contact pulled into Gainsight again. In essence, there is 1 contact record in Salesforce but changing accounts has created 2 contact records in Gainsight (old incorrect account and new correct account). Is this normal?

Hi,

Looking for help with the Gainsight <> Salesforce connector in our Customer Success instance of Gainsight. Currently, certain fields in GS are manual edit only for our bi-directional sync with SFDC, this is causing problems with keeping SFDC updated at scale with account changes in GS. We are building a new workload assignment model for CSMs and want to be able to create a rule in GS to automatically update the “CSM” field and then have GS push that change to SFDC, rather than a CSM having to manually update that field on their own. Is it possible to remove the manual component from the connector function?

Hey Scott -

I know you’ve had a few chats with Nate B about SFDC-Cases within CTAs. Wondering if there is a way to make the pick lists reflect the type of case it is. In SFDC the pick list has say 10 values total for one field, but that certain case type only reflects 3. Theyre assigned dynamically to the case type. Can I make it so that when the case is linked within the CTA (SFDC case directly), that it only looking values allowed on that case type? 

Hello @chae.stewart --

I’ve attached the PDF of my old “Creating a Field Tracking Process” document.  It covers creating a table to capture changes made to selected fields over time -- flexible in the sense that you can add more fields to track relatively easily as you need going forward -- the changes are tracked by rules.  A few things to note:

• The screenshots are from Bionic Rules, but the Rule logic is the same -- I’ll get this updated at some point for Horizon Rules screenshots but this will still get you there.
• This is meant to check for changes made to your selected fields each day -- comparing it to the day before, basically -- so if an SFDC process goes off kilter and when reassigning a CSM, it first clears out the CSM field in SFDC, then populates it with a Generic CSM, then assigns the actual CSM, you aren’t cluttering your history with all that stuff -- just the final result that syncs over to Gainsight.  
• As discussed, this doesn’t help rebuild what happened in the past -- it begins tracking from the day you set it up and get things rolling -- so it solves for the future, but hopefully the strategies we discussed will help get some of the past data for you!

Dig in and if you have questions, jump on another session and we’ll go through it!

Scott

Hi @sdrostgainsightcom , are we having office hours today June 13? I’ve got 3 questions lined up and ready to post:

a) I need to export entire objects for offline analysis. Due to the size of objects (# columns and # records) I chose Data Designer > Export to S3.

• Call To Action object
• Has 58 columns; 16,033 records (per object analyzer)
• Data Designer allowed for 56 columns; 15,982 records - why the discrepancies?

Partial answer: object analyzer also says these 2 CTA fields are “Hide In Reporting = Yes”

• Created Date In User Timezone

• Deleted

b) Data Designer exports to CSV file. Any way I can make it export as XLSX instead?

c) When exporting to S3 I want to encrypt the files. How do I [a] get and [b] use an encryption key?

d) It was super cool to meet you and attend your session at Pulse!

Hello @justo.casablanca -- sorry for the late post, a little under the weather today but am still doing Office Hours in an hour - here’s the thread but we’ll start with your questions -

• Thursday US Admin Office Hours (CS Platform): June 13, 2024 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread