Integrate Salesforce Activities in Gainsight Timeline

Overview

Admins can sync Activities from the Event and Task Salesforce objects into Timeline. When users switch systems between Salesforce and Gainsight for the events and tasks, this feature helps fetch historic data related to events and tasks into Timeline. If other cross-functional teams use Salesforce Activities to capture touchpoints, these can be displayed in Timeline to avoid users going back and forth between multiple systems. The Timeline UI is more consumable and intuitive for users to view the complete activity history.

Prerequisites

You must set the Type field for Salesforce Events and Tasks to be visible for your profile. To accomplish this task for Task fields, perform the following steps:

1. Navigate to Customize > Activities > Task Fields. 
   

2. Select Type Field.
3. Click Set Field-Level Security.
4. Ensure that the Visible checkbox is selected for your Salesforce profile.
5. Click Save.

Repeat the above steps for the Events Fields as well.

Integrate Salesforce Activities to Timeline 

To integrate Salesforce Activities to Timeline, navigate to Administration > Timeline > Integration.

To configure a specific integration job, perform the following actions. For this configuration, consider integrating all Events for Opportunities where the Stage is Closed-Won.

1. Click ADD JOB.
2. Populate the fields under the Basic Details section.
   • Job Name
   • Integration: The source of files being integrated. Salesforce will be the default selection.
   • Object: Select the object containing the records you wish to integrate. In this example, select the Event object.
   • Related To: Select the object that the files you wish to integrate are related to. In this example, select the Opportunity object.
3. Map the Salesforce Fields to Gainsight Fields for the integrated records under Field Mapping. For this example, keep the Out of the Box Fields for mappings. 

   Admins can also select restricted picklist fields from SFDC to be mapped to Gainsight fields. The restricted picklist fields can be mapped with GS Dropdown or string fields.

   Note: If the restricted picklist is being mapped to a GS dropdown field, and the values coming in from Salesforce do not match the available GS values, the record sync will fail.

4. Select the default activity type value as shown below. If the integration job is unable to successfully map the Salesforce Field value to a Gainsight Field value, the default activity type is used to create Timeline entries. 

5. (Optional) Click +ADD FIELD to add custom fields.
6. Under the Filters section, you can add filters to the records associated with the objects selected in the Basic Details section. For example, add the following filters on the Event object and Opportunity object.
   • Click +Filter. 
   • Populate the Select a Field, select the Operator, and Enter value here with the below example.
   • Event Filter: Due Date Only = Custom.
   • Opportunity Filter: Stage = Closed Won.
   • Select the checkbox next to the filters to include the records containing Null values.
     Note: Advance Logic is applied for multiple filters. AND and OR logics are supported for multiple filters.
7. Under the Historic Data section, select the time frame for syncing activities data. By default, it is set to 15 days after the "Last Modified Date" field. However, you can change the time frame in a range of 30, 45, 60, 90, and 120 days.
8. Click SAVE. You are navigated back to the Salesforce Activity Jobs list. If the job is successfully created, it is displayed in the Salesforce Activity Jobs page.