US Admin Office Hours (Tuesday session) - 01/11/22 - 1 pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hey Scott, I would love some help building out a rule using the Package License object in order to identify whether the Gainsight CSM package is installed in Salesforce for our set of users. The goal is to quickly check to see how many full and viewer seats we have in Gainsight, as currently our User Management page is inaccurate. If there are more efficient ways to check this rather than through a rule, please do let me know. Your help is greatly appreciated!

Hi Scott, 

I’m working on a rule to recommend a coach change (CSM) and when I display the fields in the preview (setup rule) of all the fields that will influence the coach recommendation, I see the proper values. These are all picklist values (segment, Subtype, territory, etc). This is great.

The problem is that when I run the rule (in test) and extract the data at the different stages, instead of picklist values, I see IDs. For example: 1I0054U9FAKXZ0H26HZBJ3428YAUS0YF5B3W instead of HE - High Tech & Electronics in the Cohort column.

How can I get the real picklist values showing in the  results when I run the rule? Debugging this rule will be very difficult if I do not see these values…

Thanks!

Hi Scott - I have a question again about user management. I asked support to wipe the SFDC User ID of our “inactive” users for the ~15 or so for the duplicate users that we had in user management. Unfortunately, this seems to have caused the same issue as before when I had marked their user records as inactive in user management - they can’t see anything related to MDA (no Timeline activities, no dashboards, no related lists built off MDA objects, etc.). 

If you have the time to look up my ticket on this, it’s #169326. Otherwise I can explain everything on the call.

Hi Scott,

I have a question about the BCC token and Gainsight Assist and if it can work with the scheduled email send feature in gmail.

Hi, I am trying to find the best way to identify duplicate emails within the Company Person & Person object when some do not have a name listed.

Hi Scott - 

Excited to join my first Gainsight Office Hours session! I’m working on an NPS Program that will trigger CTAs & corresponding Playbooks for the CSMs to work through depending on the score submitted by the Company Person. Ideal cadence is 45 days post-implementation and then every 6 months after that, which will work great for net-new customers as they roll on.

However, this cadence will pull almost all existing customer contacts in at once, which will likely overwhelm our CSMs. I’m wondering how I can activate this Program without immediately bombarding our CSMs with CTAs. In a perfect world, I’d hope for 1) a way to maintain automation so we can ‘set it and forget it’, 2) a filter or criteria that allows participants to trickle in over time, and 3) a way to maintain the 45 days post-implementation & every 6 month cadence.

Thank you & I look forward to the discussion!

Chae

sorry… wrong time!

Hello @lyne_therien -- Tuesday office hours start at 3pm Central/1pm Pacific -- Thursday office hours are the ones that start at 1pm Central.  

I will be on the session in just under 2 hours!

Scott

Hello @spencer_engel  - did you change the Username after the SFDC ID had been wiped?  I believe that will finish addressing the issue . . . on the MDA side, I believe authentication runs via the username in your tenant, rather than the SFDC ID, so if you have an inactive user and an active user with the same username, it can cause an issue.

That’s the off-the-top-of-head guess - but we can talk more on the session in a bit!

Hi Scott, 

Newish Admin old instance.  The existing dashboards aren’t dynamic, they don’t display data specific to the CSM when a CSM accesses them.  I don’t get the filter by user option so I’m wondering if we need to map SF CSM feild to an out of the box GS CSM field?

Thanks, 

Todd