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People Management - New

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Gainsight NXT

 

IMPORTANT NOTE: Gainsight is upgrading Connectors 2.0 with Horizon Experience. This article applies to tenants which are yet to be upgraded to the Horizon Experience of Connectors 2.0. If you are using Connectors 2.0 with Horizon Experience, you can find the documentation here.

Overview

The Gainsight People model is used to store unique records to represent people in the real world. The Gainsight People model uniquely identifies a Person across all of their associated Companies and Relationships.

Let’s consider a person named John Smith who works at Acme and look at the attributes that you would like to store about John. The attributes can be divided into three categories:

  1. The personal attributes of John like his Name, Email, Mobile phone, Twitter profile, LinkedIn profile, etc.
  2. The associated details of John while working at Acme (in the context of Company) that includes Company name, Title/Designation, Office phone, Manager, etc.
  3. The attributes of John are associated with a Relationship at Acme like a project implementation or business unit. In this scenario, the attributes might include Role, etc. For more information about the context of Relationships in Gainsight, refer Relationships Overview.

The above three categories of attributes are stored in the People model as per configuration in the following sections in this channel:

  1. Person Mapping
  2. Associate People to Companies
  3. Associate People to Relationships

This article walks you through how you can insert People data through the People Admin section and how to identify unique identifiers for Person records known as Resolution keys.

Use Case: If the integration with any external system (like SFDC Connector, PX Connector) is not available with Gainsight to sync/fetch Company People data into Gainsight, you can download people data from the external system through a CSV file and upload from the People Admin page. This people data is used across Gainsight, including the People Maps.

Prerequisites

Make sure that the company and relationship records that you want to associate with person records are inserted into the Gainsight Company and Relationship objects respectively.

Resolution Key Configuration 

Admins can select unique identifiers known as Resolution keys for person records from the fields of the Person object. These keys are used to identify unique Person records in Gainsight, while inserting new records or updating existing records in the Person object, through any data ingestion channel in Gainsight. These keys are honored across all of the Gainsight data ingestion channels, such as Salesforce Connector, Bulk Person upload through CSV, uploading People through Rules, etc.

Use case: Customers may be using other attributes (Ex: External Id) besides Email to identify contacts in other systems, and may want to apply the same configuration in Gainsight to identify person records. Admins can use any field from the Person object as the Resolution key.

There are major sections in the Resolution Key Configuration:

  1. Select Field: Add fields from the Person object to identify Resolution keys.
  2. Check Dependencies: This page displays the list of all the dependent ingestion channels into the Persons object (Ex: Upload People through CSV, multiple Rules with Load to People Action, Salesforce Connector, etc.)
  3. Review Data: If there are any duplicate person records found while checking in the system, this page shows the Download button to download the duplicate records in a CSV file. You can check the duplicate person records in the CSV file and navigate to the Data Operations page, either to delete or edit them. If the person records are synced from SFDC Contact object through Salesforce Connector, It is strongly recommended to edit or delete the person records at the source (SFDC) to prevent overwriting the changes in Gainsight.

To configure unique identifiers for person records:

  1. Navigate to the Administration > Customer Data > People > Resolution Key.
  2. Click Add Fields. The slide-out panel with the fields appears.

Notes:

  • Fields that you see in the slide-out panel are from the Gainsight Person object.
  • Email field is selected by default as the Resolution key.
  • You can add a maximum of three fields as unique identifiers.
  • Operator between the unique identifiers is always AND. Which means, if you add two or three unique identifiers, Gainsight person records are uniquely identified only if the combination of values in the two or three fields is unique.

People - Resolution Key.png

  1. Click Next. The Check Dependencies page is displayed to show all of the data jobs/rules ingesting Person records into Gainsight. (Ex: Upload People through CSV, multiple Rules with Load to People Action, Salesforce Connector, Reports on the Person object, etc.)

Resolution Key 2.png

Notes:

  • The Check Dependencies page displays all of the Reports on the Person object. You can check whether these Reports have been grouped on the previous resolution key and should be corrected to group on the updated resolution keys. This configuration change on the Reports helps generate accurate reports, as required.
  • After changing the resolution keys, you should add new resolution keys in the field mappings of the Rule configuration, otherwise, these rules will fail in the next scheduled execution.
  1. Click Next. You are navigated to the Review Data page which shows the Download button, if there are any duplicate person records identified per latest resolution keys. System takes some time to check duplicate records depending on the amount of person records in Gainsight and shows the Download button.
  2. Click Download to get the duplicate person records through a CSV file.

Resolution Key 3.png

  1. Check the duplicate person records in the CSV file and navigate to the Data Operations page either to delete or edit the duplicate Person records. For more information, refer to the Data Operations article.
    Note: If the person records are synced from SFDC Contact object through Salesforce Connector, it is strongly recommended to edit or delete the person records at the source (SFDC) to prevent overwriting the changes in Gainsight.
  2. After the duplicate records are either deleted or updated, perform the actions 1 to 4 again to see if there are any duplicate records still existing.
  3. Click Save to complete the configuration and save updated resolution keys.

Resolution key 4.png

  1. Navigate to the dependent ingestion channels (respective rules and Salesforce Connector data jobs) and add the latest resolution keys to the field mappings.

Note: Once the Resolution keys are configured, existing data jobs/rules in the dependent ingestion channels will be failed, if the latest unique identifiers are not added to the field mappings.

Uploading Person Records 

To insert Person records into the Gainsight People model, Navigate to Administration > Customer Data > People > Upload. You can see four sections on this page:

  • Upload CSV File
  • Person Mapping
  • Associate People To Companies
  • Associate People To Relationships

Upload CSV File 

To upload person records from the CSV file:

  1. Navigate to Administration > Customer Data > People > Upload.
  2. In the Upload CSV section, click Download a sample CSV to view the required fields to download and view the sample csv which has the required headers. This sample csv file helps you identify the mandatory and optional headers required in a CSV file to upload person records with association details of Company and Relationship. The headers in the csv file are shown below:
  • First Name
  • Last Name
  • Name: The combined first and last name of the person being added.
  • Email
  • Company Name
  • Role

Below is a sample CSV file with headers that you can use to insert person records (as shown) with associated details of Company and Relationship into the Gainsight People model.

Upload CSV File.png

Fields that are selected in the Person Resolution Key Configuration should be added as headers in the CSV file. For the Name header, you can either include it, or include First Name or Last Name. If you do not provide any of the aforementioned headers, you will not be able to proceed from the person mappings section.

Notes:

  • Gainsight supports inserting 5000 records in a single CSV upload.
  • You can choose to associate People with one or more Companies and Relationships. This can be accomplished by duplicating People data within the CSV along with varying Company data. An example of this is available in the sample CSV shown above.
  • You can add people in the CSV file that are already existing in the person object but with different Company or Relationship association details to load records into the Company Person or Relationship Person object.
  • You can begin job configuration by mapping fields to create unique People records.

  1. After configuring your source CSV file, click BROWSE to select a file from your local machine and to upload. The same CSV headers are used for mapping with fields in the Gainsight People model in the Person Mapping Section.
    Note: Ensure that the CSV file name does not have any spaces.

CSV File 2.png

  1. CSV Properties: Select appropriate CSV Properties. Recommended CSV properties:

  • Character Encoding: UTF-8
  • Quote Char: “ (Double Quote)
  • Separator: , (Comma)
  • Header Line: 1 (Mandatory)
  • Escape Char: Backslash
  • Multi select separator: Semicolon

Notes:

  • The People Configuration page always supports the files which are encoded with UTF-8 only.
  • Header Line is always 1, this field informs that 1st line in the CSV file is considered as Header for field mappings in the job configuration.
  • Users should use the same separator for field values in the job configuration which is used in the CSV file to upload. By default, (comma) is selected as the separator for field values but users can change it as required.
  • Quote Character is used to import a value (along with special characters) specified in the Quotation while importing data. It is recommended to use the same Quote Character in the job configuration which is used in the CSV file to upload. By default, Double Quote is selected in the job configuration but users can change to Single Quote as required.
  • Escape character is used to include a special character in the value. By default, Backslash is used as Escape Character before special character in the value. It is recommended to use Backslash in CSV file to avoid any discrepancy in the data after loading.
  • Multi select separator is a separator for multiple items in a multi-select dropdown list field. Users should use the same separator in the job configuration which is used in the CSV file to upload. By default ; (Semicolon) is selected as the separator for the multi-select dropdown list items but users can change it as required.

Person Mapping Section

To configure the Person Mappings:

  1. In the Person Mappings section, mapping following CSV Fields to the Person object fields is mandatory:

  • Fields that are selected as Keys in the Person Resolution Key Configuration
  • First Name, or Last Name, or Name. Mapping any one of these CSV headers to the respective fields is mandatory. If you map First Name and/or Last Name with Person fields, values in the Name field are automatically populated.
  1. In the Mapping section, map required CSV Fields (Source) with Person Object Fields appropriately.
  2. Click Review Records to open the Review People section.

Person Mapping section.png

Review People Section

To review people identified for adding into the Gainsight system: 

  1. Review the new Person records added from the CSV under the New Records section. You can see entries from the CSV that already exist as Person records under the Existing Records section.
  2. Click ADD PEOPLE under the New Records to add them to the Gainsight Person object. Associate People To Companies section appears.

Review People Section.jpeg

  1. Click Next to proceed with associating these new/existing people to companies in Gainsight.
  2. Add person records to Gainsight pop-up appears. Click Yes to proceed.

Review People Section 2.png

  1. Successfully added to database pop-up appears. Click Continue to proceed to mapping Company Person fields.

Review People Section 3.png

Associate Company

Here you can establish associations of newly added or existing person records with companies in Gainsight.

Mapping

Configure the required mappings between the source CSV Fields (Source) and the Company Person Object Fields in this section. This mapping results in populating values from the mapped CSV Fields (Source) to Relationship Person Object Fields.

Mapping.png

Lookup Mapping   

Mapping Company ID is mandatory while establishing an association of a person with a company in Gainsight. Using Define Lookup, you can ingest GSIDs from the Company object into the Company ID (GSID) field. This is to lookup the Company object and match one or more CSV Fields (Source) with one or more fields in the Company object and fetch Gainsight ID (GSID) of a Company record into Company ID field. For more information on this configuration, refer Data Import Lookup.

To perform Lookup mapping for Company ID:

  1. Click the Define Lookup button. Define Lookup slide out panel appears.

Lookup Mapping.jpeg

  1. Configure the Define Lookup as shown below:

  • Select the intermediate object: Company is selected by default.
  • Source Field: From: Company Name object is selected by default. You can select any other object in the custom lookup field mappings.
  • Field in Intermediate Object: Company ID field is selected by default. You can select any other field.
  • Select the appropriate options in When multiple match occur and When no match are found.
  1. Click Done.
  2. Click Review Records to view the New Records and Existing Records.
  3. Click Next to proceed with associating these new/existing records to Gainsight.
  4. Add person records to Gainsight pop-up appears. Click Yes to proceed.

Look up mapping 1.png

  1. Successfully added to database pop-up appears. Click Continue to proceed to mapping Relationship Person fields.

Lookup Mapping 2.jpeg

Associate Relationship

If you have Relationships enabled in your org, you can establish associations of newly added or existing people with Relationships in Gainsight. This section is not applicable if you do not have Relationships enabled or if you do not want to associate people to Relationships.

Mapping

Configure the required mappings between the source CSV Fields (Source) and the Relationship Person Object Fields in this section. This mapping results in populating values from the mapped CSV Fields (Source) to Company Person Object Fields.

Associate Mapping.png

 

Lookup Mapping

Mapping Relationship ID is mandatory while establishing an association of a person with a Relationship in Gainsight. Using Define Lookup, you can ingest GSIDs from the Relationship object into the Relationship ID (GSID) field. This is to lookup the Relationship object and match one or more CSV headers with one or more fields in the Relationship object and fetch Gainsight ID (GSID) of a Relationship record into the Relationship ID field. For more information on this configuration, refer Data Import Lookup.

To perform Lookup mapping for Relationship ID:

  1. Click the Define Lookup button. Define Lookup slide out panel appears.

Associate Mapping 1.jpeg

  1. Configure the Data import lookup as shown below:

  • Select the intermediate object: Relationship is selected by default.
  • Source Field: From: Relationship Name object is selected by default. You can select any other object in the custom lookup field mappings.
  • Field in Intermediate Object: Relationship ID field is selected by default. You can select any other field.
  • Select the appropriate options in When multiple match occur and When no match are found.
  1. Click Done.
  2. Click Review Records to view the New Records and Existing Records.
  3. Click Next to proceed with associating these new/existing records to Gainsight.
  4. Add person records to Gainsight pop-up appears. Click Yes to proceed.

Associate Mapping 2.png

  1. Successfully added to database pop-up appears. Click Done.

Associate Mapping 3.jpeg

Person Merge

Manual Person Merge allows you to identify duplicate records in the People model and merge them to get a winning record. You can select the dataset and initiate merge analysis. Merge analysis provides details of the dependencies associated with each of the records. After reviewing the merge analysis report, you can change or enrich the winning record at the Person, Company, and Relationship Person levels.

For information on Person Merge refer to the Person Merge article from the Additional Resources section.

Sponsor Tracking Configuration

The Sponsor Tracking Configuration tab in the People section of C360 helps admins perform the social profile field mapping from the People section. This configuration option is available at both the Company and Relationship levels.

Social Profile Field Mapping

Admins can perform field mapping for the intended fields that need to be sent to third-party companies to help them identify the social media profiles. These fields can be mapped from the Sponsor Tracking Configuration tab.

Sponsor Tracking Peopls Admin.jpg

Additional Resources

Manual Person Merge

 

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