US Admin Office Hours (Tuesday session) - 9/29/20 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi Spencer,

Our org is experimenting with Events Framework. We are running into an issue where the event is hitting Gainsight, however, the participant is not being pulled into the program and then the email is not being sent.

We are testing in our SFDC sandbox and production Gainsight.

Since we are new to Events Framework, we are looking for general guidance on best practice to set the program up, as well as trouble shooting why the event is showing in Gainsight Events but then not the program. Thanks!

Hello Spencer,

I am working on creating a new rule for our scorecard that I could use some help with.  We are moving to use Timeline Activities instead of Salesforce Activities for tracking the time since last activity for our customers.  We have two measures, one for decision maker/ approver and one for influencer/ evaluator Actvities.  We have a power/ role field (multi-select)at the company person table that stores these attributes.  I found documentation directing to use the Activity Attendee table to find information for external attendees participants.  I am looking for guidance on the best way to write a data set to find the most recent timeline activities for the decision maker/ approver or alternatively the influencer/ evaluator contacts denoted at the company person level.

Thanks,
Mark

Hi Spencer! Had a few quick questions that you may not be able to get to but feel free to respond here in the comments as well. 

• Is it possible to report on ‘Timeline’ activities in Gainsight? I know we can report on Success Plans, etc. but it would be good to compare volume of activities added to the Timeline to where customers are in Success Plans (e.g. if a customer is stuck on an objective in a success plan but we’ve been logging emails and calls with them in the timeline, we would want to have that visibility to dig in deeper with our CSMs to understand why this is).
• For a Product Dashboard, I need help on creating a parameter that pulls in and counts ARR only once for accounts. Right now, because the product dashboard is built off of a custom dataset and merged at the Account ID. However, when I pull information on the Account, ARR and any other fields, the ARR is counted twice (e.g. A customer has 2 $120,000k values that are attributed to 2 different opportunity IDs). I would like the ability to create reports that sum up ARR, but need to get it to where an account’s ARR is only counted once at $120,000k instead of twice because it’s associated with two separate opportunity IDs). I’ve tried some filtering, but our CSM Taylor mentioned maybe leveraging a Rule?

Thanks!

Lourlin

Hello!

Is there a repository of recorded Admin Office Hours anywhere for us newbies to consume info and knowledge? 

Hi @michael.lang - we do typically record the sessions but only provide them ad-hoc due to the potential of somewhat sensitive customer information being shared. You are welcome to join any future sessions though and soak up knowledge live on the calls!