This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
Not sure what your team is using? Click here.
This article explains how to create a connection with ServiceNow, create jobs, configure job or job chains and view job activities.
Note: This document provides general guidance on creating a Connection and setting up Jobs because the business use case of each job is different and needs a unique configuration. For more information on creating any Job, refer to the Configuration of Connectors in the Additional Resources section at the end of this article.
ServiceNow is a ticketing tool that processes and catalogs customer service requests.
After a ServiceNow connection is established from Gainsight, ServiceNow data can be synced with Gainsight from the following ServiceNow objects:
- User Group
- Customer Services
- Problem data
- Custom data
Once ServiceNow data is synced, you can generate strategic reports on this data, trigger health scores based on support data, and so on.
Benefits of the integration include:
- Seeing the full picture of Customer Success with ServiceNow data in Gainsight.
- Syncing data like tickets created along with their status and priority, is crucial for understanding the health of the customers in Gainsight.
Create an OAuth API Endpoint for External Clients
OAuth API endpoint from ServiceNow is used to ensure that Gainsight has access to ServiceNow data. After this configuration is performed in ServiceNow, unique credentials for a specific Gainsight org, OAuth Client ID and OAuth Client Secret are created. These credentials are required to create a ServiceNow connection from Gainsight.
Note: Copy the following URLs (based on your Gainsight org location) and enter in the Redirect URL field of the New OAuth page in ServiceNow:
- Europe: https://eu-app.gainsight.com/v1.0/api/accounts/oauth2callback?accountType=SERVICENOW
- United States: https://app.gainsight.com/v1.0/api/accounts/oauth2callback?accountType=SERVICENOW
For more information on how to create an OAuth API Endpoint, refer to the ServiceNow article.
Create a Connection
To create a ServiceNow connection:
- Navigate to Administration > Connectors 2.0.
- Click Create Connection. Create Connection dialog appears.
- From the Connector dropdown, select ServiceNow.
- Enter details in the following fields:
- Name of the connection: Enter name of the connection.
- Subdomain: Enter subdomain of ServiceNow.
- OAuth Client Id: Enter the Client Id collected from the ServiceNow OAuth provider and profile page.
- OAuth Client Secret: Enter the Client Secret from the ServiceNow OAuth provider and profile page.
- Click Authorize to validate the connection. ServiceNow page appears.
- Complete authorization by entering the ServiceNow credentials.
For more information on how to create and authorize a connection section in the Connections List Page in the Additional Resources section at the end of this article.
Following options are available from the context menu:
- Edit Connection: This option is used to modify the ServiceNow connection details.
- Re-Authorize Connection: If the existing connection is revoked, this option is used to re-authorize the ServiceNow connection.
- Revoke Authorization: This option is used to disable access to the ServiceNow connection.
- Delete Connection: This option is used to delete the ServiceNow connection if the associated Job Chains and data jobs are deleted.
Create a Job
Create jobs from the Jobs page to sync data from required source objects like Deals, Accounts, Contacts, Users, and any custom objects with Gainsight. You can create a dataset from one source object, and similarly you can create multiple datasets to create a Job. For more information, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
Note: (Optional) Create multiple data jobs, as required. If the data jobs in a connection are dependent on each other, create a Job chain and configure the schedule to the Job Chain. For more information, refer to the Job Chain Page in the Additional Resources section at the end of this article.
Merge two datasets together and create an output dataset. For example, merge Deals and Account objects to collect the business deals stored for each Account with their details and work on them to provide a better customer experience. For more information on Merge, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
In the Preparation step of a connector job, admins can Transform data and Add Case Fields to get more meaningful insights from the customer data.
Example Business use case: The Transform function provides the capability to create or modify new case fields. The new case fields can be used to modify the external field as per the consumption requirement in Gainsight’s data model. Case fields can be defined to populate different values for different case conditions. For example, External picklist values such as New, Open, and Closed can be modified to Active and Inactive to match Gainsight’s picklist values.
For more information on Transform Data, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
Once the final output dataset is prepared, add a destination to the output dataset to sync data from the source to the target Gainsight object. For more information on Add Destination, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
In the Direct Mapping, map the fields from the output dataset to the target object in the field mappings. Data sync happens from the source fields of the external system to the target fields of Gainsight, per field mappings. For more information on Direct Mapping, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
This is optional and you must configure the derived mappings only if you want to populate values into the target fields of data type GSID. GSID values are populated from the same or another object through lookup. In this stage, you can create Lookup mapping in a data sync job. Create a lookup to the same object or another standard object and match up to six columns. Once the required matching is performed, fetch Gainsight IDs (GSIDs) from the lookup object into GSID data type fields. For more information on the derived mappings, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
Note: To use Derived Mappings, target object must have at least one field of data type GSID.
Configure Job or Job Chain Schedule
Configure the schedule of a data job or Job chain as required. For more information, refer to the Configure Job or Job Chain Schedule in the Additional Resources section at the end of this article.
If you create a Job Chain by adding multiple Jobs in a sequence and add a schedule to the Job Chain, the schedule of the individual jobs is not honored.
View the Execution and Update Activities of all the data jobs in the Activity page. You can also download the logs of the job execution from this page to help troubleshooting the configuration issues. For more information, refer to the Activity Page in the Additional Resources section at the end of this article.