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

@sdrostgainsightcom Thanks so much for you help today! Just a reminder to send along that username document when you get the chance. Either here or to my email (spencer.engel@ukg.com) would be great. Thanks again!

Here you go @spencer_engel -- I’m going to post to tutorials after a little more editing, but it’ll get you through the steps when dealing with something like this.

Might be of interest to you as well @kstim as you dig into the root causes behind your licensed user count being so far off . . . 

PUNCHLIST:  Dealing with "Duplicated Users" created by SFDC Connector User Sync

• ISSUE: When a username is changed in Salesforce for a user that is synced into Gainsight, the User Sync job, which uses the Salesforce Username as the upsert key to maintain the connected Gainsight User, creates a new user record: 
  • The new Gainsight user has the SAME Salesforce User ID, but has the NEW username from Salesforce – this user will not reflect the applied Gainsight license, etc. since that info remains unchanged on the original user record with the now out-of-date username.
  • This original Gainsight User will not be updated by the sync job going forward because the username no longer matches the username in Salesforce, so changes in Salesforce to Last Name, or Title, etc. get carried to the newly-created user record that was created.
  • The original Gainsight User, however, is the record that should be retained and re-linked to the source SFDC user, as that record has been assigned Gainsight license and permission bundles in Gainsight and is associated with owning CTAs, etc.

• PROCESS TO FIX ISSUE – STEP 1: IN USER MANAGEMENT, ON THE NEWLY-CREATED USER WITH THE NEW USERNAME AND SAME SFDC ID:
  • Update the First and Last name to Duped SFDC User (or similar)
  • Update the username with "dupe." in front so you have "username@userdomain.com"
  • Set the user to Inactive
• STEP 2: ON THE ORIGINAL USER RECORD THAT STILL HAS THE OLD USERNAME
  • Update the username to the NEW username that's in Salesforce.
• STEP 3: GO TO "GAINSIGHT SHARING" IN THE ADMIN SUITE, AND THEN TO "USER ATTRIBUTES" SUBTAB. CLICK "REFRESH USER DATA" AND ALLOW THE REFRESH TO FINISH BEFORE MOVING TO THE NEXT STEP.
• STEP 4: WHEN USERS ARE UPDATED AND THE USER CACHE IS REFRESHED:
  • Go to the Salesforce Connector and run the User Sync job manually for "all data" (or if this is for a single user that was changed recently in SFDC, set the date parameters to capture it).
  • Confirm that the ORIGINAL, VALID User record in Gainsight for which you have updatee the username has been updated by the Connector, and the new user that you had changed to "dupe.user" was NOT udpated (Modified Date in User Management will show what was written to by the User Sync).
• STEP 5: ONCE THE SYNC IS UPDATING THE CORRECT USER RECORD, OPEN A SUPPORT TICKET FOR FINAL STEP:
  • Create report of users STARTSWITH "dupe." Show the GSID, Username and SFDC ID fields.
  • Dump to a CSV and open a ticket with support requesting that the SFDC ID on the att'd usernames be set to NULL. This will take care of any dependencies on connector jobs in the future, etc.

@sdrostgainsightcom Thanks for the tip on activating the picklist labels. It’s done now and I can actually see the labels through the execution history. No S3 needed!

That’s excellent, @lyne_therien ! Just got that activated in my test org overnight but hadn’t had a chance to then confirm, so glad that the labels are in the execution history output!

Hello @Todd.Dowell -- was about to ask some questions about the current setup to try to point you in the right direction, or get you onto today’s session of office hours, but I see that you are getting some help from Shivani so I will assume that you’ll get things straightened out pretty quickly!

Feel free to jump on today’s session anyway, of course.  I just posted the thread here.

Hello @Chae Stewart -- just wanted to let you know I’ve posted the thread for today’s Office Hours is you can repost your question and join -- we can talk it through a little bit.

New thread is here.

In the meantime, the short answer on your question about setting up the JO Program so it doesn’t blow up with all your existing customers on Day 1 before setting into a daily cadence picking up those that qualify:  Yes, there’s a way to do this.

My recommendation would be to split into 2 Programs - one for the 1st-time Post Implementation group, then one for the ongoing twice-yearly cadence.  That makes the 1st-time run easy to launch at get rolling, certainly.

For the “every 6 months” Program, you’ll want to set up something like this:

• Make sure you have an Implementation Date field on the Company object filled in for all your customers - you might have to do a 1-time rule to backfill this from some source - and the key here isn’t that it’s exactly the right day, but that it is close, and distributes the “anniversary date” across the customer base.
• In your JO Program query, you can fetch all Company Persons on Companies where the Implementation date is more than 180 days old.
• Then you can use a Date formula to get the number of days between the implementation date and today’s date (the run date each day).
• Then can divide the number by 180, and if the result is a whole number, then it’s on a “6 month anniversary” and you can send the NPS.
• Because you would have to send this out every day for it to work, and I’m guessing you don’t want to NPS people on the weekend, we’ll have to talk through some options for making it work - but hopefully this gets you pointed in the right direction to start setting it up!