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This thread is for our upcoming Tuesday Admin Office Hours session today (Tuesday, May 18, 2021 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, May 18, 2021 at 1pm PT / 2pm MT / 3pm CT / 4pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/93972497920?pwd=SGJPOFNzNUxCNVZYcHJrWnRjM2FoUT09

 

Meeting ID: 939 7249 7920

Password: F7msaSQ3

 

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

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

Do you know of a way that we can identify or tag records that do not have SFDC matches?

Hello, I am having problems with a conditional wait. The goal is to have the CW evaluate if a date field has been updated within the last 7 days. If the field has been updated, then I want the participant to drop, however, if the field has not been updated, I would like them to receive a second email communication.

I have two questions/issues. I’m a brand new admin so these may be easy peasy but I’m struggling :face_palm_tone2:

  1. We have children account that rollup to an “Ultimate Parent Account.” GS Support has shared that our lookup set up for the field and the SFDC parent field is looking up to to SFDC account id. Ultimate parent has 15 digits and the SFDC account id values have 18 digits. “No match” is causing the lookup not to work. Long story short, how in the world do I adjust the lookup to get the parent to show? I’m ultimately trying to get my data designer report to show parent accounts alongside my child accounts.
  1. I work off a spreadsheet to create support cases (Salesforce case) when a specific customer site needs to be shutdown or they are dropping a solution. These accounts don’t have assigned CSMs. I know I can generate CTA’s and other things with the excel list, BUT, what I would love to know is if Gainisight has any possible way of automating this task for me and where would I even start. I don’t necessarily need to trigger anything in Gainisight since I am owning the creation of these cases and low touch (tech touch) clients. Just curious if I could create cases somehow via Gainsight

Is it possible to connect Gainsight to Microsoft Planner? 

I’d like to understand best practices on how to update accounts when they churn so that they do not show under a CSM’s BOB. 

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