PX+ CS integration with no proper identifier (Usecase)

Hello Gainsight Admin Community!

Leveraging PX Usage data in Gainsight CS can be achieved by enabling Gainsight PX connector. Here I’m putting out the prerequisites that have to be considered while performing PX+CS integration. 

Let us consider this use case

• Use case:

As you can see in the above use case we have a common identifier at user level i.e email. Hence the PX user ids can be synced to Gainsight CS via email.

At Account level in PX we have a unique identifier PX account id but it is not possible to bring in the account data from PX to CS as we don’t have any common identifier at account level.

Problems encountered:

• There isn't a common company identifier between CS & PX. PX data only has an email field to match at the User level. However, in order to sync over users, we first need to have an identifier at the Company level.

• We've attempted to map Account Name from PX to CS as well, but that's only matching about 50% of accounts and in some cases it's completely mismatched.

• With no proper identifier, data insights will be limited - either there will be missing data or too many duplicates while identifying accounts.

Best Practice:

As a best practice, we recommend one of these 2 options to move forward:

1. Map an SFDC ID or other unique identifier in Gainsight CS to PX via an identify call in PX. This would need to be an account/company level field vs. email at the user level.

2. Define a process to import the unique ids from PX into CS via a data warehouse or another system where you'd be able to match that code to your data in Gainsight CS. Many of our customers then set up an S3 job or API to keep this data updated with new accounts.

Prerequisites for any PX/CS connection:

1.  PX data holding an email field to match at the User level is not sufficient. However, in order to sync over users, we first need to have an identifier at the Company level.

2. Common company identifier between CS & PX.

3. Account Name from PX to CS cannot be chosen as an identifier, as in some cases it's completely mismatched.

Hope you find this post  helpful!

Happy Gainsighting :)