Sync Leads or Opportunities to Salesforce
Gainsight NXT
This article helps admins to configure the Salesforce sync option and let CSMs to create leads or opportunities in Gainsight and sync these to Salesforce as leads or opportunities.
Overview
As an admin you can configure record sync options in CSQL to let CSMs create and save lead and opportunity records in Gainsight or synchronize them with Salesforce. When you select Salesforce as the sync option, you can further decide whether to sync leads or to sync opportunities to Salesforce.
For more information on how to configure the Gainsight sync option, refer to the Configure Sync Options section of the Configure Leads article.
Example Business Use Cases:
- In a majority of the companies, the marketing and sales teams are responsible for managing leads and opportunities, respectively. Customers can use Sync to Salesforce as Opportunities option for CSMs to synchronize such qualified leads directly as opportunities to Salesforce. As a result, the change management process can be limited only to the sales team.
- CSMs are in frequent touch with clients to understand their challenges and provide support. Leads that are generated as a result of their constant interaction with clients are qualified to become opportunities. The sales team wants such leads to be synced directly as opportunities to Salesforce.
Gainsight recommends using this feature to enable CSMs to assign CSQLs to the sales team as opportunities in Salesforce. To make sales users the lead owners for CSQLs, they can be brought into Gainsight as Internal Collaborators (ICs), which is a no-cost license type. Once the CSQLs are assigned, the sales users can view it in Salesforce. CSMs can also use the out-of-the-box CSQL Dashboard to report on the revenue impact.
Configure Salesforce Sync Option
To configure the Sync to Salesforce sync option:
- Navigate to Administration > Revenue Optimization > Leads. The Sync Options page appears.
- Click Salesforce.
- From the Sync Leads or Opportunities section, select one of the following options:
- Leads - The leads records are synced to Salesforce as leads. The records are created in Gainsight in the GS Lead object.
- Opportunities - The leads records are synced to Salesforce as opportunities. The records are created in Gainsight in the GS Opportunity object.
- From the Sync with Salesforce section, select a user type from the following options:
- Logged In User - Only users with access to Salesforce can sync leads or opportunities. API must be enabled for all users that need to save the records.
- Integration User - Any user with permission can sync leads or opportunities.
- Click Save. The configuration is saved successfully.
Note:
- The default Sync Option configuration is Gainsight.
- If Sync Option is selected as Salesforce, then the default Sync Leads or Opportunities configuration is Leads.
- If Sync Option is selected as Salesforce, then sync option in Renewal Center is also automatically selected as Salesforce. It does not matter if Renewal Center is not enabled in your org.
- It means that a bi-directional sync gets enabled where opportunity data is updated first in the opportunity objects in Salesforce and then in Gainsight. This behavior is irrespective of whether the Sync Option in Salesforce is selected as Leads or Opportunities.
Configure the Record Type to Sync
You can configure the record type that CSMs need to sync to Salesforce. However, certain configuration changes in the left-side lead admin menu are displayed after the switch.
Sync Opportunities
If the leads gathered by CSMs are qualified to become opportunities, then you can switch to the opportunity sync option. It also reduces the change management process by limiting the work to the sales team.
To switch to opportunities from leads:
- From the Sync Leads or Opportunities section, select Opportunities. A confirmation dialog appears.
Note: The dialog contains details of configuration changes that will occur in the left-side lead admin menu. - Click Agree to complete the switch.
- Click Save. The configuration is saved successfully.
Note:
- Records are created in the GS Opportunity object in Gainsight.
- If Renewal Center is already configured in the tenant:
- Same configurations of Stages, Table View, and Detail View are fetched. For more information on how to configure stages and views, refer to the Configure Renewal Center article.
- Any changes made in the configurations of Stages, Table View, and Detail View from the Leads admin reflect in the Renewal Center admin, and vice versa.
- The Email Communication setting is not available.
Sync Leads
If the leads gathered by CSMs are not yet qualified to become opportunities, then you can switch to the lead sync option.
To switch to leads from opportunities:
- From the Sync Leads or Opportunities section, select Leads. A confirmation dialog appears.
Note: The dialog contains details of configuration changes that will occur in the left-side lead admin menu. - Click Agree to complete the switch.
- Click Save. The configuration is saved successfully.
Note:
- Records are created in the GS Lead object in Gainsight.
- If Leads settings already configured in the tenant:
- Same configurations of Lead Status, Table View, and Detail View are fetched.
- Email Communication option with the same configuration becomes available. For more information on Email Communication, refer to the Configure Email Notifications section of the Configure Leads article.
Switch Sync Options Between Gainsight and Salesforce
If there are existing lead or opportunity records in the underlying objects, then the other sync option is grayed out and cannot be selected. The option becomes available when all records are deleted.
IMPORTANT: All existing records from the underlying object must be deleted to switch between Gainsight and Salesforce sync option.
When Lead or Opportunity Records Exist
You need to delete the records from the object in Data Management to be able to proceed with Gainsight Sync Option. You can click Navigate to Data Management to delete records to be redirected to the Gainsight Data Management page.
In the following screenshot, the Salesforce option is selected and there are existing lead or opportunity records. Hence, the Gainsight option is unavailable.
In the following screenshot, the Gainsight option is selected and there are existing lead or opportunity records. Hence, the Salesforce option is unavailable.
IMPORTANT:
- Admins can delete records from the GS Lead object. For more information on how to perform bulk deletion of records, refer to the Bulk Delete All Records section of the Configure Leads article.
- Admins need to raise a support ticket with the Gainsight Support team to delete records from the GS Opportunity object.
When No Lead or Opportunity Records Exist
The sync options can be switched easily from Gainsight to Salesforce or vice versa, if there are no existing lead or opportunity records.
