🚧 Please check the status page for information on PX-Salesforce integration before performing any reconnection steps.
Before You Begin
Participants Needed
To complete reconnection smoothly, you'll want the following people available:
| Role | Why Needed |
|---|---|
| Gainsight PX Admin | Navigates settings and verifies data flow |
| Salesforce Admin | Required for Salesforce OAuth authorization |
💡 Tip: If your Salesforce Admin isn't available, please schedule a short joint session with them before you begin.
Understanding the Impact
The Gainsight PX Salesforce integration consists of two distinct data flows, both of which were affected by the security advisory:
| Integration Flow | Direction | What It Does |
|---|---|---|
| Data Integration | Bi-Directional | Syncs Accounts, Contacts, and Custom Objects between Salesforce and PX |
| Knowledge Center | SFDC → PX | Displays Salesforce Knowledge Base articles in KC Bot |
ℹ️ Good News: Shared Authentication — Both flows share the same OAuth token. Once you re-authenticate in the Data Integrations section, you can then enable the Knowledge Center integration separately.
Data Integration Sync Schedule
Once re-authenticated, your Data Integration will resume on its normal schedule:
| Time (GMT) | Direction | Activity |
|---|---|---|
| Midnight | SFDC → PX | Data fetched from Salesforce |
| 4:00 AM | SFDC → PX | Data mapped to Gainsight PX records |
| 3 AM, 11 AM, 7 PM | PX → SFDC | Data pushed to Salesforce (PX_ prefix fields) |
🔄 Restore Data Integration
Step 1: Document Your Mappings
Before making any changes, take a quick screenshot of your:
- Matching Logic settings (Account, Contact matching criteria)
- Field Mappings (which SFDC fields map to which PX fields)
- Custom Objects configured in the sync
- Data Push settings (fields with PX_ prefix)
This ensures you can quickly verify everything is correct after re-authentication.
Step 2: Re-authorize Salesforce
- Log in to Gainsight PX as an admin
- Go to Administration → Integrations
- Locate the Salesforce card in Data Integrations
- Click the Authorize button
- Your Salesforce Admin will log in and approve the connection
- Confirm the status changes to Authorized
⚠️ Multiple Salesforce Sessions? If you're logged into multiple Salesforce orgs, use an incognito/private browser window to ensure you're authenticating with the correct production org.
Step 3: Trigger a Manual Sync
- Click the Settings icon (gear) on the Salesforce card
- Click the Synchronize button
- Wait for the sync to complete (progress indicator will show)
- Verify the Last Sync timestamp has updated
💡 Tip: Don't wait for the scheduled sync! Use the Synchronize button to immediately validate data flow after re-authentication.
Step 4: Validate Data Flow
Verify Salesforce → PX:
- Navigate to Accounts in PX and verify recent Salesforce data appears
- Check that mapped fields from Salesforce are populated correctly
- Verify Custom Object data (if configured) is syncing
Verify PX → Salesforce:
- Open Salesforce and navigate to an Account record
- Verify fields with PX_ prefix are populated with PX data
- Check that PX feature metrics are syncing (if configured)
⛔ Critical Reminder: Data can only be pushed to Salesforce fields that have the PX_ prefix. If you're expecting data in other fields, verify your field mapping configuration.
📚 Restore Knowledge Center Bot
(If Used)
If your PX deployment uses Salesforce Knowledge Base articles in the KC Bot:
ℹ️ Prerequisites: You must complete the Data Integration re-authentication first. Both features share the same Salesforce OAuth token.
Step 1: Enable Salesforce Knowledge Base
- Navigate to Administration → Integrations
- Locate the Knowledge Center section
- Find the Salesforce Knowledge Base toggle
- Enable the toggle to turn on the integration
- Configure article categories (if applicable)
- Set accessibility options (Public, Partner, etc.)
Step 2: Verify the Integration
- Open your application where the KC Bot is embedded
- Search for a Knowledge Base article you know exists
- Confirm the article appears in search results
- Click the article to verify it opens in Salesforce
💡 Instant Restoration: Since no data is stored locally, restoration is immediate. Once enabled, the KC Bot will instantly begin serving Salesforce KB articles to end users.
Troubleshooting
If you encounter issues during restoration, here are common problems and solutions:
| Symptom | Likely Cause | Resolution |
|---|---|---|
| Authorization fails | Browser blocking popup | Allow popups for PX domain; try incognito mode |
| "Access Denied" in SFDC | Insufficient permissions | Verify user has API access and object permissions |
| Wrong org connected | Multiple SFDC sessions | Log out of all orgs, use incognito browser |
| Data appears stale | Backfill processing | Allow 2-3 sync cycles for historical data |
| PX→SFDC push failing | Missing PX_ prefix | Verify destination fields have PX_ prefix |
| KC Bot shows no results | Toggle disabled | Enable the SFDC Knowledge Base toggle |
⚠️ Before Contacting Support: Please gather: error messages (screenshot), timestamp of the issue, Salesforce user being used, and steps you've already attempted.
✅ Final Verification Checklist
🔄 Data Integration
- Salesforce card shows Authorized status
- Last Sync timestamp is recent
- Manual sync completes without errors
- Account data in PX reflects current Salesforce values
- PX_ fields in Salesforce show PX data
- Custom Objects syncing correctly (if configured)
📚 Knowledge Center Bot (if applicable)
- SFDC Knowledge Base toggle enabled
- KB articles appear in KC Bot search
- Articles open correctly in Salesforce
- Category filters working as expected
Getting Help
Our team is here to support you through the restoration process:
- Gainsight Support: Submit a case via the Gainsight Community
- Your CSM: Reach out for guidance on restoration priorities
- Gainsight Community: Search for similar issues or post questions
⚠️ Note for Large Tenants: If you have a large data volume, backfill operations may take longer. Your CSM can help coordinate with the Gainsight team to monitor load impact and optimize the restoration timeline.
