Hello everyone! This thread is for our Thursday Admin Office Hours session, which will be held this coming Thursday, Oct. 10, 2019 at 11am PT / 12pm MT / 1pm CT / 2pm ET.
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Hi Spencer,
I am preparing to set up a rule which syncs our company's Salesforce opportunities data to Gainsight so that we can use it more effectively in our reporting. In the process, I found documentation about a Salesforce Connector for opportunities used in renewal management, and ended up re-reading the connectors documentation found in this section of the Gainsight documentation: https://support.gainsight.com/SFDC_Edition/Connectors/02Salesforce_Connector
During our implementation we were directed to set up a connector for Company, Company Person, and Users initially. The only one which still runs on a schedule is Users, and we use bionic rules which run daily to sync company and company person data.
Before I set up more rules to sync opportunity data, I was hoping you could shed some light on the differences between syncing our data through rules vs using the salesforce connectors. I am trying to decide if I should be setting up a rule or a new data job in connectors for opportunities, and I am also wondering if we should be using the connector instead of a bionic rule for the daily sync of all our other information.
This is somewhat open ended, so please let me know if there's any other reading that you recommend I do before Thursday or if the answer already exists somewhere.
Thanks!
Stephanie
I am preparing to set up a rule which syncs our company's Salesforce opportunities data to Gainsight so that we can use it more effectively in our reporting. In the process, I found documentation about a Salesforce Connector for opportunities used in renewal management, and ended up re-reading the connectors documentation found in this section of the Gainsight documentation: https://support.gainsight.com/SFDC_Edition/Connectors/02Salesforce_Connector
During our implementation we were directed to set up a connector for Company, Company Person, and Users initially. The only one which still runs on a schedule is Users, and we use bionic rules which run daily to sync company and company person data.
Before I set up more rules to sync opportunity data, I was hoping you could shed some light on the differences between syncing our data through rules vs using the salesforce connectors. I am trying to decide if I should be setting up a rule or a new data job in connectors for opportunities, and I am also wondering if we should be using the connector instead of a bionic rule for the daily sync of all our other information.
This is somewhat open ended, so please let me know if there's any other reading that you recommend I do before Thursday or if the answer already exists somewhere.
Thanks!
Stephanie
Hey, Spencer
I'd like to see if I can get a best practice recommendation for how we should manage our Timeline Activities and CTA Tasks as they relate to SFDC Tasks. Currently, we're finding that all Activities are sync'd with a global Status setting. IE: all In Progress or all Completed, etc.
Obviously, we'll have items that are completed, planned, or in progress. I'm not sure if we're missing a configuration step, but as we're creating tasks, logging activities, etc. They're all showing up as in progress in SF, and we have to manually go and change the status for each one on the SF side.
Hope that makes sense. If there's a help topic that addresses this, please let me know. I've only found the global setting option.
I'd like to see if I can get a best practice recommendation for how we should manage our Timeline Activities and CTA Tasks as they relate to SFDC Tasks. Currently, we're finding that all Activities are sync'd with a global Status setting. IE: all In Progress or all Completed, etc.
Obviously, we'll have items that are completed, planned, or in progress. I'm not sure if we're missing a configuration step, but as we're creating tasks, logging activities, etc. They're all showing up as in progress in SF, and we have to manually go and change the status for each one on the SF side.
Hope that makes sense. If there's a help topic that addresses this, please let me know. I've only found the global setting option.
We've started implementing Share360 with our partner CSMs to keep them in the loop of our customer's health metrics. Our first distribution of this was back around June via a Program, which was successful in setup and publishing, but there were some access issues from some of the partners. Either:
-said the dashboards were forever loading and nothing showing up
-overall couldn't get access of any sort
-Considerations: at the time we activated expiry dates and OTP.
We noticed that they were partner CSMs that managed more than one account relationship with us. In our SFDC Account Contact Relationship object, we have these partners listed as a contact for multiple accounts. I went ahead to load these company persons into the object and I'm not sure if that (and I) started the problem with their access.
Speaking with support, they noticed my user management object had multiples of the same contact(maybe that was the problem?). They also suggested that perhaps I just deactivate expiry dates and OTP all together (maybe this was the problem?) We never really 100% solved the issue. We just took some guesses..
I was hoping that we can take some time to try to identify the source of pain in this process. Could be how to maintain our SF contacts, could be on the partners end, could be GS limitations, not sure at this point.
Thanks :)
-said the dashboards were forever loading and nothing showing up
-overall couldn't get access of any sort
-Considerations: at the time we activated expiry dates and OTP.
We noticed that they were partner CSMs that managed more than one account relationship with us. In our SFDC Account Contact Relationship object, we have these partners listed as a contact for multiple accounts. I went ahead to load these company persons into the object and I'm not sure if that (and I) started the problem with their access.
Speaking with support, they noticed my user management object had multiples of the same contact(maybe that was the problem?). They also suggested that perhaps I just deactivate expiry dates and OTP all together (maybe this was the problem?) We never really 100% solved the issue. We just took some guesses..
I was hoping that we can take some time to try to identify the source of pain in this process. Could be how to maintain our SF contacts, could be on the partners end, could be GS limitations, not sure at this point.
Thanks :)
not terribly urgent, but if we had time I wanted to pick your brain about something regarding reporting.
Specific Ask: Is there a way to export Customer360 data for ~150 clients without needing to search individual accounts? Ideal world is to just take what you see in a usage dashboard and collate it automatically... It sounds like an easy solution from the Reporting features, but I'm running into row limitation issues, etc due to the nature of our data...wanted to discuss some options that Gainsight may or may not have...
It is possible that the way we brought in the data didn't allow for this to be easy.
Specific Ask: Is there a way to export Customer360 data for ~150 clients without needing to search individual accounts? Ideal world is to just take what you see in a usage dashboard and collate it automatically... It sounds like an easy solution from the Reporting features, but I'm running into row limitation issues, etc due to the nature of our data...wanted to discuss some options that Gainsight may or may not have...
It is possible that the way we brought in the data didn't allow for this to be easy.
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