This article will walk you through how to identify and fix data issues with the customer info record.

Overview

The following data inconsistencies can occur on Customer Info records:

  1. Multiple Customer Info records for a single account.  This can happen when two account records are merged in Salesforce
  2. Customer Info field on the Account record is null for a customer.  This can occur when there are validation rules or other errors that prevent Gainsight from updating the CustomerInfo field on the corresponding account record.

View and Fix Issues

To view and correct these issues, navigate to the VisualForce page named 'DataAnomalies'.  When you are in any of the Gainsight pages, replace the url after "apex/" with "DataAnomalies".  This is a sample URL to access the DataAnomalies page:  https://jbcxm.na7.visual.force.com/apex/DataAnomalies

This page has 2 sections.  Each section represents one type of anomaly.  

Account with no Customer Info field value:

For these accounts, a list of records with an option to fix each record individually or a fix for all is shown.  If any record fails, there will be a message failure for that row.

Account with multiple CustomerInfo records:

For an account with multiple CustomerInfo records, there are options to either delete the duplicate or merge all the records.  While merging, MRR, ASV, Users and One Time Revenue is added.  Renewal Date and Original Contract Date are set to the minimum of all the records.

Email notifications for data anomalies

You can create a schedule to check for anomalies periodically, and send notification to a user. To do this you will:

  • Click on ‘Setup Email Notification,’ as shown in the circle above. You will be directed to the screen below.
  • From here, you can see the pop-up requiring you to select the desired frequency, start time, and the user who should receive the notification. Once you are finished, click Start.

 

Note: Once the schedule is created, you can see when it is next scheduled to run. You also have the option to either update the details or to stop it. Shown above.

Every time the schedule looks for anomalies, it will send a notification to the selected user, prompting them to come to this screen to correct the issues, ONLY when there are anomalies.

FAQs

When SFDC Account Merge function is used, will all records that contain a lookup to Account have their old IDs replaced with the new IDs?

Yes

When SFDC Account is merged, will it result in multiple ACCOUNTLEVEL records under an Account ID for the same time period?

For usage data, the answer is yes. If you use scorecard tracking in your org, it is recommended to update the usage data record that has the overall score to zero for the accounts whose last modified date is the most recent. If this is not done, then the scores will get added together when the accounts are merged.

Do Engagement and CS360 pages display the value for a metric based on the sum of all ACCOUNTLEVEL records for that time period?

Yes

When SFDC Account Merge function is used, will customer instances be updated from old Account IDs to new IDs? And will the visualizations and search functions work as expected?

Yes. Duplicate instances are removed.

Scorecard Fact records appear to have their Account IDs updated. However, the Fact records remain distinct until an Admin finds them and deletes the duplicate records. Is this correct?

No. Scorecard facts information is aggregated and merged.

When SFDC Account Merge function is used, which records are impacted. For example, are Transaction Lines, Transaction Headers, CTAs, or CS Tasks impacted?

No