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sdrostgainsightcom
Gainsight Employee ⭐️⭐️⭐️
October 20, 2026

Tuesday US Admin Office Hours (CS Platform): Oct 20, 2026 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!

Yes!  After a weeks-long hiatus (some planned, some unexpected), getting bi-weekly Admin Office Hours rolling again!

This thread is for today’s Tuesday US Admin Office Hours session, Tuesday, October 20, 2026 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, October 20, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/91309361364?pwd=PvFiHJ5a1urGo5Lj9IJiBQ7Qi5UUmE.1&jst=2

 

Meeting ID: 913 0936 1364

Passcode: 292293

 

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

https://gainsight.zoom.us/u/ac3pr3Vfwk

3 replies

nsimon
nsimon
Contributor ⭐️⭐️⭐️⭐️
October 20, 2026

Hi Scott, welcome back! 

  1. Why aren't colors showing for MLB RBI Onboarding Status on the cockpit or CTA?
  2. I want to remove a CTA Type from a Reason but it won't let me because the CTA Reason is used in a rule?!
  3. Rule - Upsert Online Site Relationships
    1. I have duplicate rules, one active rule and one inactive. The inactive one has additional Actions, trying to figure out why
       
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Nichelle S. - LeagueApps
jeremy_johnston
jeremy_johnston
Helper ⭐️
October 20, 2026

Scott, have a question to run by you regarding our People management → Match Criteria settings.

Use case: our SF has duplicate Contact records with unique SF Contact Id values but identical Full Name and Email values. They live within the same SF Account.  Both are valid, active contacts that can’t be deleted or merged.

GS treats these as duplicates based on how we currently define our matches (Name, Email).  As a result, we have only 1 of the 2 SF Contacts as Company Person Records in GS MDA, not both.

What is happening is during the GS-SF Company Person sync job, GS sees both SF Contacts and just picks one to use when mapping.  The result is the Company Person → External Company Id value is changing repeatedly.

I’d like to discuss the pros/cons of adding an additional Match Criteria for the External Contact Id value to address this.

 

 

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-JJ
Oschmitt
Oschmitt
Contributor ⭐️⭐️
October 20, 2026

Hi Scott - 

Welcome back!  

I have a couple of pretty general items I’m trying to understand:

  1. Are we able to send surveys outside of a scheduled program?  We just ran into this need with NPS.
  2. Data Management/Data Designer and Custom objects.  We’re expanding our use of Programs daily and while we may start with a customer list, I need to be able to trigger additional outreaches off of a project close stage.  I tried to clone an old one last week and edit from there, but it was not successful.  Any advice is appreciated.
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