Tuesday US Admin Office Hours (CS Platform): Nov 18, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi Scott - I’m wondering if there is a creative way to auto-populate linked objects on a CTA. In my use case, there is not a 1:1 relationship like there would be with SFDC Opportunity to Renewal CTA, for example. Instead I’d like to pre-populate a blank linked object to save CSMs the step of having to click “Create New”

Hi Scott, I’m having some issues with exporting a Success Plan report into S3 in a format that is readable for Power BI.  I have at least a dozen reports I use externally but the Success Plan is the first time I can’t get the data to export properly.  Hoping you can help me transform the data so that its legible when opened in Excel.  

Hi Scott,

We’ve connected Intercom to Salesforce. I’m working on pulling in the Intercom Support cases from Salesforce into CS using a rule but I’m having some trouble with the mapping and would appreciate your help with a few of my questions. 

Thanks!

Kellie

Hi Scott,

Our new instance of Gainsight is integrated with Salesforce. In the Gainsight CTAs, I now see two arrows circling each other which are for syncing CTA Tasks with Salesforce. For the moment we don’t want to use this functionality, and it is not configured, but the arrows still appear on the UI. Is there a way to remove the arrows from the UI? Clicking on the arrows makes them spin, and to the user it “appears” like something is happening, but in reality nothing is happening.

Scott,

How to sync Company ARR and MRR fields to associated SF Account Object fields?

Have update in SF when new Revenue is captured which a GS Rule updates the ARR/MRR fields within the Company Object.

Thank you,

Di

Hi Scott.

I received the following question from one of our CSMs:

When trying to delete a contact in GS I received this pop-up. CoPilot provided a good overview of the options; however, I must select all 3 before I can delete the contact.  I would want to keep any survey data, but I don’t normally associate or create custom objects.  Can we make changes to the pop up that allow us to select 2 of the 3 before deleting the contact?

Is this request possible and if so, could you provide guidance on how to do so?

 Hello Scott, 

For Activity Associated Record object, should the Call to Action object linked by default?

Thank you

Hi Scott, I’m not sure if you saw my chat message at the end of the call.  The issue Is with the Separator field. Niether the Comma or the Tab will work.  Both cause the Text in the Action Plan and Descriptions to dowload into multiple commas if the Agent uses either in their notes which most have both commas and tabs.  Any other ideas on how to get this Text data downloaded into a single column?  Is there something I can change on the Data Management side maybe?  They are both listed as “Rich Text” fields currently. Thank you for your help!

Hello ​@speacher -- sorry I didn’t get back with you earlier -- if you use the Tab delimiter, all Tabs should get stripped out when you use the “Remove HTML Tags” setting in the fetch or transform.

BUT note that you have to add an additional transform task that follows the data query where you set the “Remove HTML” slider -- that additional Transform doesn’t need to do anything -- just has to be added to pass the data set along.  That final Transform is where you will want use the “Export to S3” option.

See my screenshots below -- if you still get Tab characters or other breaks in the CSV, let me know what they are, and what some other delimiter options are for PowerBI.

And finally, what a test file that I ran with embedded tabs, quotes, etc in the Rich Text field:

 

Hello ​@speacher -- sorry I didn’t get back with you earlier -- if you use the Tab delimiter, all Tabs should get stripped out when you use the “Remove HTML Tags” setting in the fetch or transform.

BUT note that you have to add an additional transform task that follows the data query where you set the “Remove HTML” slider -- that additional Transform doesn’t need to do anything -- just has to be added to pass the data set along.  That final Transform is where you will want use the “Export to S3” option.

See my screenshots below -- if you still get Tab characters or other breaks in the CSV, let me know what they are, and what some other delimiter options are for PowerBI.

And finally, what a test file that I ran with embedded tabs, quotes, etc in the Rich Text field:

 

I did try both options with HTML both on and off with the Transform step and was unable to get the text into a single field. If the rep uses a tab or a comma in the data, it is separating the data into multiple columns.  Due to the outage, I’m not likely going to be able to test this further.  I’ll revisit this after the holiday and try again and reachout at that time. Thank you for your help!

Sounds good -- I firmly believe we’ll be able to get this sorted for you -- probably just some nuances hiding out on either the GS side or the PowerBI side that will help get this to render . . . have a great holiday ​@speacher !