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Gainsight Inc.

Company Unification

This article explains how to set up and manage a Unification project for Company data in Gainsight.

Note: Before proceeding further we recommend you to go through the Unification Overview article for a better understanding of the Unification feature.

Overview

The Company object is one of the core objects in Gainsight which is used to store individual company records. You can load data to the Company object through various channels (Connectors, Rules, APIs) and map the data to both standard and custom fields. For more information about the Company object, refer to the Gainsight Company object article.

Usingthe Unification feature, you can unify company data from multiple sources and sync the final consolidated Golden Record in the Company object.

The following are the three major steps of data Unification:

  1. Add & Configure Objects: Add staging objects and configure them to specify how their attributes map to the Company Model
  2. Define Match Criteria: Set up criteria to identify, if two records (within the same source or across different sources) are unique or if they match as duplicate representations of the same record. A match can be defined in the following ways:
  • Exact: This option identifies a record as a duplicate when there is an exact match between the specified attribute of the evaluated records. For example, a user’s email Id field could be a good selection for exact match criteria as the individual values for email fields are often identical across various sources.

    When comparing two records, if both the records have values for that attribute and they match exactly, the records are considered duplicates.

    If the values do not match, the records are considered unique. If either of the records do not have values for that attribute, the next match criteria rule is triggered to determine if the records are duplicates.
  • Fuzzy: This option identifies a record as a duplicate when it has similar, but not exactly the same, values of specified attributes with another record. A match is identified when the matching score for the values is equal or greater than the threshold defined in the rule. For example, a Company Name field could be a good selection for fuzzy match criteria as the individual values might differ slightly between various sources like IBM or IBM Inc., Example or Exampel, etc.

    When comparing two records, if both records have values for specified attributes, and the values match fuzzily, then they are considered duplicates.

    If the values do not match fuzzily, or if either of the records do not have values, the next match criteria rule is triggered to determine if the records are duplicates.

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  1. Build Golden Records: Select the preferred source out of the multiple sources, which has values for the same fields, the preferred source value is inserted to the final record. Select to activate or deactivate the Auto Update for the records into Gainsight.

Setup Unification Project

After the staging objects containing data from multiple sources have been created, users can configure a project to unify the company data.

To setup a Unification project:

  1. Navigate to the Administration > Customer Data > Unification > Company tab. The welcome dialog is displayed explaining the three major steps included in the Unification process.
  2. Click Got it. The Company Unification Project page is displayed.

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  1. Click Setup. Add & Configure Source Objects step is displayed.

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  1. To add a custom object to the project, drag and drop the staging object from left to right side. Configure Unification Settings page is displayed.
    Note: Company object is automatically added to the project and the mapping of attributes of the Company object is created by default. Also, any additional source objects of a specific Gainsight feature that uses Unification is added to the project with its attributes automatically mapped.

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  1. From the Source Type dropdown, select any of the following:
  • Primary: For sources that include information about the customer, such as who they are and what they purchased. For example, CRM data, data on products sold, and so on.
  • Related: For sources that provide all other related or supporting data to the primary source, such as support data, usage data, billing data, marketing data, etc. 
  1. In the Model the Primary Source as field, select any of the following:
  • Company: Select this option if you want to sync the final unified data in the Company object. This helps you to capture the data at the company level.
  • Company and Relationship: Select this option if you want to sync the final unified data in the Company and Relationship objects. This helps you to capture the data at the Company and Relationship levels.
  1. If you have selected Company and Relationship, then define the Relationship’s uniqueness criteria by mapping the following fields:
  • From the Relationship Object Attribute dropdown, select an attribute.
  • From the <Object name> Object Attribute dropdown, select an equivalent attribute.
  • From the Pick Relationship Type by section, select any of the following option:
    • Name: If you select this option, select an attribute from the Relationship Type dropdown.
    • Criteria: If you select this option, then map the equivalent Relationship attributes:
      • From the Relationship Type Object Attribute dropdown, select an attribute.
      • From the <Object name> Object Attribute dropdown, select an equivalent attribute.
  • (Optional) Click +Add Another Row to add more fields and map them.
  1. (Optional) Select the Automatically Insert Records into Standard Objects checkbox to insert data from the source into standard objects automatically after Unification  without the Data Steward’s intervention. For more information about how Data Steward processes data, refer to the Data Steward article.
  2. Click Map Company Object Attributes to Staging Object Attributes to expand the section.
  3. Map the company object’s fields to the custom object’s fields and select the following match type for unifying the data:
  • Exact: This field is used to identify records as duplicates when there is an exact match between them.
  • Fuzzy: This field is used to identify records as duplicates when they have similar, but not exactly the same, values in the same field.
  • None: This is not an attribute that can be used to identify the record as a duplicate or unique.

For more information about match types, refer to the Key Terms section in the Unification Overview article.

  1. (Optional) Click +Add Another Row to add more fields and map them.
  2. Click Save.

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  1. Click Define Matching Criteria to go to the next Unification step.
  2. (Optional) Click +Add Another Row to add another attribute.
    Note: In the Exact Match option, SFDC Account Id is selected by default.
  3. (Optional) Click the + icon to add another attribute. The score of both attributes will be analyzed together. For example, When you add Name and Location of a company, the system checks for both at once for the matching criteria.
    Note: In the Fuzzy Match section, the Name field is added by default.
  4. In the Match Score section, enter the preferred match score. The record is inserted only if the matching score is equal or greater than the score entered by the user.
    Note: The system automatically populates 0.3 in the match score.
  5. (Optional) Click Get Score to understand how the matching score works. 
  6. (Optional) click +Add Another Rule to add another attribute.
  7. Click Save. The Build Golden Data step is displayed.

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  1. In the Build Golden Data section, select the preferred source order from the available sources.
  2. In the Auto Update column, check/uncheck the checkbox for each attribute:
  • ON: Any changes to the source object record is pushed to the Golden Record automatically.
  • OFF: Changes to the source object record do not get pushed to the Golden Record.
  1. Click Complete Setup.

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Edit Unification Project

After project setup is complete, admins can edit the project to update the configuration as per their requirements.

To edit a Unification project:

  1. Navigate to the Administration > Customer Data > Unification > Company tab. 
  2. Click Edit. The Setup Company Unification page is displayed.
  3. Update the required configurations.
  4. Click Save.
  5. In the Build Golden Data step, click Complete Setup.

View Activity Logs

Admins can view logs of activities about recluster projects and the data sync from staging to clusters. You can sort the logs by Activity Name, Date, and Status.

To view the logs:

  1. Navigate to the Administration > Customer Data > Unification > Company tab. 
  2. Click View Logs. The View Logs page is displayed.

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  1. In the View Logs page, you can see the following information:
Fields Description

Activity Name

Displays the name of the activity. Activity names include:

  • Sync: Activities that pull the latest data from staging objects to Clusters in Gainsight. For more information, refer to the Sync section.
  • Recluster: Activities that recluster the unified data in the Clusters. For more information, refer to the Recluster section.

Start Time

Displays the start time of the activity in the following format: MM/DD/YYYY | HH:MM (AM or PM)

End Time

Displays the end time  of the activity in the following format: MM/DD/YYYY | HH:MM (AM or PM)

Status

Displays the status of the activity. Activity statuses include: Started, In progress, Success, and Failed.

Details

Displays additional details about each activity type.

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Recluster Unification Data

We recommend reclustering the Unification data when you add a rule or change the rule settings. The Reclustering step triggers the following actions:

  • Clusters and Golden Records are recreated based on the new rules.
  • Saved but unpromoted Golden Records that have manual changes from Data Steward are  lost.
  • Attributes that do not have Company as the first preferred source, could lose changes from Data Steward even after promotion of the records.

Notes:

  • Staging objects, along with field mappings and data, match criteria, and preferred source settings for Golden Records, are not deleted during reclustering.
  • We recommend reviewing the potential loss of unpromoted data from Data Steward before you recluster a project.

To recluster a Unification project:

  1. Navigate to the Administration > Customer Data > Unification > Company tab.
  2. Click Recluster. A confirmation dialog is displayed.

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  1. Click OK.

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Data Sync

After the Unification project setup is complete, admins can use this option to pull the latest data from staging objects to Clusters in Gainsight.

To sync staging object data to a Cluster:

  1. Navigate to the Administration > Customer Data > Unification > Company tab. 
  2. Click Sync. A confirmation dialog window is displayed.

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  1. Click Yes.

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Additional Resources

For more information on the Unification feature, refer to the following articles:

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