Tuesday US Admin Office Hours (CS Platform): May 7, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

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Hello everyone!

This thread is for today’s Tuesday Admin Office Hours session on Tuesday, May 7, 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, May 7, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET


Join Zoom Meeting:



Meeting ID: 967 5809 8131

Passcode: 678844


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3 replies


Hi Scott, I’ll be joining today for “How to prevent duplicate contacts” Part 3. I have a recap and a couple of questions about future state:

Recap of original question: How can I set up my Salesforce connector/rule to prevent creation of duplicate contacts in Gainsight when the email is changed in Salesforce?

We have a connector job and a rule set to create/update contacts in Gainsight from Salesforce with several bidirectional fields. Email seems to be used as the Match Criteria for the rule but I don’t see a way to change this to something like the Salesforce ID.

Next step: Review how to set the contact ID as match criteria for the sync. Based on our last discussion, I created a string field on the Person object called “Person SFDC Contact ID” and updated the Load Contacts rule to feed the 18 digit contact ID from Salesforce into this field.

Additional questions:

  • You showed me the Person Merge operation last time to deal with the duplicates, what is the difference between that and the merge option available through Data Steward?
  • Currently Salesforce is our only source of Person data, however we plan to bring in usage data through Adoption Explorer. Some users will have a Salesforce Contact ID and I want usage data to be tied to them and their Company automatically. For users that aren’t in Salesforce, I will want Gainsight to create them. Will the Match Criteria update we’re talking about now support this future state?

Hi Scott
I have a question regarding syncing a GS field to SF and best practice,.
In general. We have accounts with our default score card but we also have some accounts that have a separate dedicated scorecard (Growth/digital customers).
The CSM health from our default score card is rolling into our SF instance but the overall score from our Growth score card is not and we need it to sync into the same field. 
Need to figure out what is the best way to do it. 
Is it possible to have 2 different fields roll into the same field in SF? if so, What is the best way to do it? 1 rule? separate rules? 
or Do I need to have the overall score from the specific Growth scorecard roll into the default health score ? 

Hope we get a chance to talk it over in the call. 
Thank you 


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Hi Scott,

I am updating a rule that I did not build.  There are fields in the MDA that are duplicates of fields that are on the Company object.  The Company object is linked through the GSID to the MDA, so in a report I am able to drill down into the Company object to get any Company fields I might need.  I’d like to know if there is a reason to configure the MDA with these duplicate fields.