As a native Salesforce Platform product, Gainsight is required to issue a special Salesforce user type known as an Platform License for each Gainsight user. The Embedded License type is disabled for all Salesforce products below Enterprise Edition. In other words, both Group and Professional editions do not support the ability to use Platform Licenses. Please review Salesforce's documentation regarding the various user license types and their available corresponding Salesforce Sales Cloud editions.
In these scenarios, when upgrading to Enterprise Edition is not possible, Gainsight will create a separate, distinct Salesforce Platform Instance for your organization. Gainsight will then issue you Platform licenses to be installed and used in your new instance.
Using Salesforce's built-in Salesforce to Salesforce synchronization, we'll set up a process to keep your source organization in sync with your Gainsight instance. You can even synchronize back to your own organization special Gainsight fields (such as Customer Health) to your source organization.
Note the following limitations with this setup:
- Your Gainsight users will be required to have two sets of Salesforce.com credentials, one for your core Professional Edition and one for the Gainsight Platform instance.
- The Salesforce to Salesforce sync occurs real-time for each of the Objects subscribed. Gainsight will provide you a script to periodically add and publish any new Objects from your source org to your Gainsight org.
- The Gainsight Platform instance license does not include Opportunities, so our LTV Analytics feature from the Transform Package will not function in this setup.
- The Gainsight Platform Edition is limited to 1 GB of storage, so any combination of large customer counts (eg 5k or more), frequent usage loads below the Account level (eg Instance or User level) may result in running into the storage limitations of the Platform license. Additional charges for storage in the Platform environment may be incurred.
Should you decide at some point to upgrade to Enterprise version, we can migrate your Gainsight Platform to your newly upgraded Enterprise instance.
Setting up a New Salesforce Platform Instance
Understanding Salesforce to Salesforce sync
Once we've set up our separate Salesforce Platform instance for Gainsight, we'll want to utilize the Salesforce to Salesforce (S2S) functionality natively available for both Platform and Professional Editions. This feature allows us to easily enables the two organizations to share relevant data records in real time. That is, as you make changes to Objects and Fields that are specified in S2S, your Gainsight Platform instance will update with these fields in their corresponding Objects.
SalesForce does a great job documenting the S2S setup process on their web site, but there are a few idiosyncrasies and nuance changes in the years since it was published (the acqua background color doesn't age so well!), so let's walk through the high-level steps here.
Step 1: Enable Salesforce to Salesforce in both Orgs
In order to use S2S, we're going to set it up on both your own organization as well as the new Platform edition you've just created.
In the following examples, we'll be referring to two organizations, the sending org, Your Org and the creatively named receiving org, Gainsight Instance.
You'll of course need to be a Salesforce administrator to complete the following steps. To enable Salesforce to Salesforce, navigate to he Setup area (under your User name).
Search for Salesforce to Salesforce or Customize-->Salesforce to Salesforce. Make sure to complete this step in both the Professional (source) org as well as the new Gainsight Platform org.
Once you enable the function, you can safely keep the default options for the connection template configuration.
Access the Connections Tab
Once S2S is enabled, Salesforce recommends that you set up a new Contact/Account in the sending org for which you'll be using to set up the connection with the Platform instance. Make sure you have an email address for this Contact to accept a Connection invite email. Now, let's set up a new Connection by navigating to the "+" icon and click the Connections link.
Send a New Invitation to the Platform (Gainsight) Instance
From your Source Org, In the Connections area, Add a New Connection. Here, you'll go ahead and specify the Account and Contact that you'll use for the connection to and from your Professional edition (source) instance. You'll likely need to click on the Contact / Account Lookup icon to complete the form, as the input is a bit dodgy. The Template field can be safely left blank. This will send an email to the Contact you created earlier.
Accept the invitation
Simple enough, simply click on the email to accept the Connection. You may want to copy and paste the URL to a new browser as we'll be accepting the connection on your Target (Gainsight) org.
Source organization Connection acceptance
Once you click the Accept button, we'll then want to flip back to your Source Org so that we can specify which Objects you'd like to publish to the Gainsight Org.
Publish Objects from your Source Org
Here, we'll specify which Standard and Custom Objects we'll want to publish to our new Gainsight org.
Editing the Published Fields for each Object
Once you specify them, you'll need to click the Edit button in order to specify which fields in the Object(s) you want to publish. Note the very important caveat that S2S does not support Lookup IDs for publishing. You can enable S2S for those fields by creating a formula field and then publishing the formula field.
Accessing the new Connection in the Gainsight instance
Now that we've set up our Source org to Publish fields to Gainsight, we have to Subscribe to them in the new instance. To do so, Navigate to the Connections area from your Tabs area (or the '+') and select Connections. Click on the new Connection you've previously created when you clicked the Acceptance link from the email invitation.
Subscribe to the Objects from your source Org
From the Connection page, select the Subscribe/Unsubscribe button from the Subscribed Objects section.
Here, you'll map the source Objects to the Target Objects in the Gainsight instance. You'll want to make sure that you already have Objects in the Gainsight instance created that you want to use as the target for your Subscription selections. Specify these targets from the maps to your objects dropdown; you'll also want to have the Auto-Accept box selected. This will ensure that child records are automatically accepted when the parent record is pushed, saving you a ton of time so that you don't have to manually accept them in the Target org.
Specifying the Subscription Fields
Here you'll map each of the underlying Standard and Custom Fields for each object that you want to map to your target Gainsight org. In future, if a field is ever added from your Source org, you'll want to repeat the process from the Publish Objects from your Source Org above as well as this step to Subscribe to the new field.
Almost there! Specify which Accounts to Sync to the Gainsight org
Now, flip back over to your Professional edition or Source org. S2S works by actively synchronizing on a per-Account basis. These accounts have to be first assigned for Forwarding. This can be done by navigating to the Accounts tab and specifying the Recently Viewed or All Accounts View. Click the Accounts you'd like to Forward and click the Forward to Connections button.
You'll want to specify the Connection and the related record types you also want synchronized to the Target Org.
Testing the Sync
We're done! To see the results of the Sync, you can log into the Gainsight org and select the Accounts tab. Your newly synchronized Accounts should appear in the All Accounts submenu.
You may wish to check field level changes within the Source org and make sure that they carry over to the Gainsight org (eg, change an Account field and make sure it updates in your target Gainsight org). Don't forget to hit the refresh button on the page ;-)
Gainsight will set up a script on your Source org to automate the adding of additional Accounts (and any other new records for your Published Objects).