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Sync Leads or Opportunities to Salesforce

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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 records in Gainsight or synchronize them as leads or opportunities 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 CSQL 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:

  1. Navigate to Administration > Revenue Optimization > CSQLs. The Sync Options page appears.
  2. Click Salesforce. 
  3. 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.
  4. 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.
  5. Click Save Settings. The configuration is saved successfully.

Gainsight Sync Options interface showing options for syncing Leads or Opportunities. The 'Save Settings' button is highlighted but disabled.

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.

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:

  1. 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. 
  2. Click Confirm to complete the switch.
  3. Click Agree. The configuration is saved successfully.

Confirmation dialog in Gainsight for switching to Opportunities. Users are prompted to confirm the switch.

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.
  • A standard field, Source Type, in the GS Opportunity object identifies whether the opportunity is created from RC or CSQL features. The values stored in this standard field are CSQL and OPPORTUNITY. For example, for opportunities created from CSQL, the value in this field is populated with CSQL. For opportunities created or loaded via RC, Connectors, Rules Engine, C/R 360, or CTAs, the value in this field is populated with OPPORTUNITY.
    • When an opportunity is updated, Gainsight checks the source from where the opportunity was originally created or loaded. If the opportunity source is CSQL, then the synchronization options configured in the CSQL admin are followed. If the opportunity source is RC, Connectors, Rules Engine, C/R360, or CTAs, then the synchronization options configured in the RC admin are followed.
  • The CSQL table and widget in GS Home, Dashboard, and C/R 360, Mini360 only displays opportunities created by CSMs from CSQL. It means that other opportunities, created from RC, are not displayed in the CSQL table and widget.

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:

  1. 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.  
  2. Click Confirm to complete the switch.
  3. Click Save Settings. The configuration is saved successfully.

Confirmation dialog in Gainsight for switching to Leads. Users are prompted to confirm the switch.

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 CSQL article.

Switch Sync Options Between Gainsight and Salesforce

If there are existing lead records in the underlying GS Lead object, then the other sync option is grayed out and cannot be selected. The option becomes available when all lead records are deleted.

Note: Click Learn More to navigate to the support article and find out how to delete records or switch sync options.

When Lead Records Exist

You need to  delete lead records from the GS Lead object in Data Management to be able to proceed with Gainsight Sync Option. You can click Go to Data Management to be redirected to the Data Management page.

In the screenshot below, the Salesforce option is selected and there are existing lead records. Hence, the Gainsight option is unavailable.

Sync Options interface in Gainsight showing options to switch to Gainsight or Salesforce. A red arrow highlights the 'Go to Data Management' link under Gainsight.

In the screenshot below, the Gainsight option is selected and there are existing lead records. Hence, the Salesforce option is unavailable.

Sync Options interface in Gainsight showing options to switch to Gainsight or Salesforce. A red arrow points to the 'Go to Data Management' link under Salesforce.

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.

When No Lead Records Exist

The sync options can be switched easily from Gainsight to Salesforce or vice versa, if there are no existing lead records.

Gainsight Sync Options interface showing options for syncing Leads or Opportunities. The 'Save Settings' button is highlighted but disabled.

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  2. Tags
    1. CSQL Sync Options
    2. Customer Success Qualified Lead
    3. Send CSQLs to Salesforce
    4. Sync Opportunities to Salesforce