Sponsor tracking enables your CSMs to keep a close watch on their key customer contacts, so they can be alerted when there is a change in the sponsor's status at the company. This article explains how to configure Sponsor Tracking as a section on the Customer 360 view, as well as how to setup a rule that triggers a CTA when there's a change in the sponsor's contact information.
IMPORTANT 7/17/17: The Sponsor Tracking infrastructure in Gainsight is currently significantly degraded. In researching this issue with our service provider over the last week, we’ve found that the service has been degrading over the last few months and now is no longer working for many of our customers. For updates on the problem and solution, please follow this Community post.
How Sponsor Tracking Works
When a user selects a contact to begin tracking, Gainsight passes the name, company, email (and other configurable fields) to the API. We try to match that information to our database of contacts and return a profile or set of profiles that might be a match. If the contact's LinkedIn profile is not found, users can paste in the contact's LinkedIn URL (from their LI profile page).
At this point, a match still may not be found, in which case Gainsight will search publicly available social networks for the details on the user's social profile. In the meantime, Gainsight identifies the contact's Sponsor Tracking status as Pending. Users can return to the Sponsor Tracking section to "view matches," and to confirm the match. Once confirmed, the contact will move to a Tracked status.
Sponsor tracking finds the SFDC contact's social profile links and images for LinkedIn, Facebook, Twitter and Google+, and displays them on the sponsor tracking card. If a user clicks the social media links, it will open the respective social media link in a new tab/window. However, only changes to the contact's LinkedIn profile (title, company, location) will trigger the card to change color, and trigger a CTA for the CSM.
Here are some known limitations:
1) Special characters in the public URL: you can claim a URL with LinkedIn. If a user puts special characters in it, you will not be able to track them. (However, users can contact email@example.com to have these contacts added to Sponsor Tracking.)
You must authorize MDA in your org in order to use Sponsor Tracking. Click here for directions to authorize MDA.
Enable the C360 Section
1. Navigate to Administration > Analytics > CS360 Layouts.
2. Click Edit on the relevant Layout.
3. Click the configuration gear on the Sponsor Tracking section.
Note: The Sponsor Tracking cards that appear in the Account widget are read-only.
4. (Optional) Drag and drop fields from the left into the following sections on the right:
- Grid: fields that show in the Track Contact grid or list view
- Card: fields that show in the Track Contact card view
- Contact Fields: fields that can be used to search for contacts
- Social Profile Mapping: specify field mapping to be used in API calls
5. Click Save.
6. Back in the list of sections, click the pencil icon to edit the locations where the Sponsor Tracking section is visible.
7. Select all or either of the following check boxes:
- Customer360: When selected, the Sponsor Tracking section appears in Customer 360.
- Account Widget: When selected, the Sponsor Tracking section appears in the Account Widget.
Update the Rule to Trigger CTAs for Sponsor Changes
When sponsor tracking is enabled, the Sponsor Contact Deleted Rule and Standard Sponsor Tracking Rule are created. By default, these rules are disabled and are pre-configured to create a CTA if any of the following changes occur:
- Change in title
- Change in company/organization
- Change in Location
- When a Contact is deleted
To complete the rule configuration:
1. Click the Administration > Operations > Rules Engine.
2. Hover over Sponsor Contact Deleted Rule and Standard Sponsor Tracking Rule and switch them ON.
- For Sponsor Contact Deleted Rule, under Setup Rule, you must not make any modifications in filters A and B.
- When Sponsor Contact Deleted Rule is enabled, First Name and Last Name of a contact deleted from Salesforce now appears as a card in the Sponsor Tracking section.
3. (Optional) We recommend that you click Edit (pencil icon) and revise rule names to something more meaningful to your team.
4. Navigate Setup Action screen.
5. Complete all of the required fields, including the default owner field and/or Owner ID field and select the Include in Identifiers check box. This check box allows your CTA names to be uniquely identified when a token is used in the Name field. For example, in the Name field you can enter @ and then click on the desired field to add it as an identifier in Name. This allows you to create unique CTAs.
6. In the Comments section, we recommend that you type @, and include the Contact Name as a token. Including the contact's name as a token means your CSMs can see whose contact information may have changed directly in the Call to Action.
7. Click Save.
Schedule the Rule
8. Schedule the rule to run on a daily basis and click Start.
Note: If the schedule is not on a daily basis, there is a chance that some CTAs will not get created.