Hi Scott, I have a few questions if there is time. 1) I’m finding duplicate records in a data designer report we created and not sure why that is or how to prevent them from appearing in the report 2) I’m having some difficulty tracing how some objects were being updated with data uploads to appear in reports that my predecessor created.  I’m loading to Milestone object and don’t see options to map the values to existing fields so when I took the S3 file import and merged with Relationships to load to Milestones the data populated but not the comments I wanted to appear.  3) when we find data anomolies, how do we determine which company record to merge without losing the most current timeline entries and other info?

Hi Scott, 

I have a question about republishing/re-sending surveys through JO. I submitted a ticket to Support about updating/modifying the CNAMES but wanted to know if there was a workaround and a way to send unique survey links. 

Thanks,

Jasmine

Hi Scott,

I have a question on the Pooled model CSM program.

What am I trying to do:  Use Round robin approach to automatically assign CTA’s that are created for the CS Program pooled model (The CTA’s are already created by the backend process when a customer send an email to our email alias, we need to reassign these CTA’s to our pooled model CSM)

Link to community solution: https://community.gainsight.com/product-experience-best-practices-25/csm-pooled-model-documentation-40239

Hi Scott,

Thank you for your help, I was able to successfully set up the external API calls, and it seems to work fine.

I’m just testing the Round Robin next steps.

That’s great news @Pankaj ! Thanks for letting me know!

Scott,

The whole round robin worked as expected and with the expected caveat that it will pick up all the CTA’s as well at one time. Is there a possibility to use real time rules or use Cron tab scheduler?

Hi @Pankaj -- glad this is coming together -- yes, you can definitely use the Cron scheduler to set this to run every 2 hours (the tightest a rule can be scheduled to run).

Because Realtime runs only on changes made to fields on Company & Relationship at the moment, there’s no avenue to run this for created CTAs, even if you were flagging a field on Company each time a CTA was created -- you wouldn’t be able to reach into the CTA object for the GSID, and you can’t run the transformations required by the Round Robin rule. 

So - I recommend starting out with a Cron schedule -- the expression 0 0 */2 ? * * would run the rule ever 2 hours at the top of the hour.  See the link below for more details.

If it turns out that these CTAs are just getting too clustered together so that each run assigns too many of the day’s CTAs to 1 CSM in the queue, jump on Office Hours again and we can talk about adding another step to the “hack chain” to use RealTime to trigger the bionic rule you need to run each time a CTA is created -- but it involves adding a DIFFERENT external action that calls an Event from the Events Framework, which then kicks your bionic rule into running . . . oof.  You can understand why I recommend the straight-up 2-hour cron first.

Good luck - and congrats on getting a complex, workaround-type setup up and running!

https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/02Admin_Guides/Cron_Expression_for_Advanced_Scheduler_in_Rules_Engine#Examples