Overview

Gainsight Connect is Gainsight’s partner ecosystem which imports customer data from SFDC into the Gainsight Matrix Data Architecture standard objects. MDA standard objects are Picklist, User, Company, Relationship Type, and Relationship. Gainsight Connect is a specially instrumented rule to import data from SFDC objects Account/Customer Info, Company, Relationship, Relationship Type, and User. This feature is enabled only when Gainsight Support creates MDA standard objects for your org. For more information, refer Gainsight objects.

Gainsight features like Scorecards 2.0 and Dashboard permissions use data stored in the MDA standard objects. In addition to these features, upcoming functionalities will also work using data stored in the MDA standard objects. In order for these functionalities to work seamlessly, data has to be first populated into the MDA standard objects. Gainsight Connect, when enabled, will automatically sync data from SFDC to Gainsight MDA.

IMPORTANT: If a user is active in SFDC, the same user's data pulled in MDA will be in an active status. When the same user is deactivated in SFDC, the status does not get updated to inactive in MDA. Gainsight does not fetch data for the user once marked as inactive in Salesforce. 

Advantages of Gainsight Connect

  • It can run once per hour which makes data more real time unlike Rules Engine, which can run one rule once a day. As a result, Gainsight Connect can keep the data loading object in sync with the SFDC object.
  • Offers options to Import Now or Import From Date
  • Data Import Lookup: supports Data Import Lookup during data acquisition

Gainsight Connect may take anywhere between several minutes and several hours to load data into MDA, based on the amount of data getting loaded from SFDC. The following table provides a few performance measurement examples to give you a sense of the expected time involved in completing the larger updates in your initial data loading.

Object No of Records Time Taken
Relationship 5000 Less than a minute
Company 10000 28 minutes
Company 50000 128 minutes

Prerequisites

  1. You should authorize MDA in your org. For instructions, refer Authorize Matrix Data Platform (MDA).
  2. OAuth user should have SFDC Administrative permission "Manage Package Licenses" in Setup > Manage Users > Profiles > Administrative Permissions as shown below. This grants permission to the OAuth user to query UserPackageLicense object in Salesforce to know whether the synced user has a Gainsight license. To identify your OAuth user, refer Verify OAuth Authorization.

Note: While data is syncing from SFDC to MDA through Gainsight Connect, the information about the user's access to Gainsight is fetched and stored in the Gainsight License Enabled field in the MDA object User.

Manage Package License.png

Import Data from SFDC to MDA Standard Objects

Enabling Gainsight Connect

  1. Navigate to Administration > Operations > Gainsight Connect.

  1. Gainsight Connect is automatically enabled for all Gainsight orgs (on v5.11+). To switch the Gainsight Connect on, click the Gear icon and switch the GS Connect toggle On.

Note: By default, Gainsight Connect is not switched on. You should switch the Gainsight Connect on when you log in for the first time. You can disable the toggle if you do not want to use Gainsight Connect. This is a global button and disabling this toggle will disable the entire GS Connect feature and not just the current project you are working on.

  1. Gainsight Connect screen has two options: Objects and Logs. Objects page shows the MDA standard objects into which the data can be imported. Import icon on any MDA standard object allows you to import data now or schedule it later. There are four MDA standard objects available out of the box in Gainsight. For more information on the MDA standard objects, refer Gainsight Objects.

Logs page shows the actions performed on any MDA standard object. Following image shows the Gainsight Connect Logs screen.

Setup or Editing of an Object for Gainsight Connect

  1. Navigate to Administration > Operations > Gainsight Connect > Objects.
  2. Click the pencil (Edit) icon on any MDA standard object. Object setup screen appears.

Field mappings

The import field mapping is predefined for all of the standard fields. For example, when you select Company object to import data, it combines the data from the SFDC standard Object called Account and the Gainsight object called Customer Info. Gainsight Customer Info object contains information related to Gainsight customers only.

Gainsight provides following predefined field mappings for the MDA object Company from the SFDC objects Account and Customer Info:

  • Account::Account ID
  • Customer Info::Stage
  • Customer Info::Status
  • Account::Employees
  • Account::Industry
  • Account::Account name
  • Customer Info::Original Contract Date
  • Customer Info::Renewal Date
  • Customer Info::Users
  • Account::Owner ID (Derived field mapping)

Following image shows the predefined field mappings in the Company object.

Company object mappings.gif

Notes: 

  1. The Stage and Status are the only 2 fields for which a mapping in Gainsight Connect from Customer Info is mandatory. While the mapping is mandatory, you do not necessarily need to load data into these fields if you do not wish to consume them. 
  2. When you select the User object to import data, it combines all of the User level information such as CSM name, status and email id. User object will only import the data for users who have a Gainsight license. It does not automatically import all of the user information from the SFDC object.
  3. If your data is lying in some other object in Salesforce or in MDA, you can use the Load to Company action in Rules Engine to populate these fields.
  4. If your data resides outside of Salesforce, you could use Gainsight Bulk API or the S3 connector to load data into Company object independent of Customer Info.

Gainsight provides following predefined field mappings for the MDA object User from the SFDC object User:

  • SFDC User ID
  • Email
  • First Name
  • Active
  • Last Name
  • Full Name
  • User Name

Only user records that have Salesforce attribute “User type” either Standard or Partner are synced to the MDA object User irrespective of whether they have Gainsight license. For more information on these user types, refer the Salesforce Documentation Standard Profiles.

Following image shows the predefined field mappings in the User object. 

User object mappings.png

Gainsight provides following predefined field mappings for the MDA object Relationship from the SFDC objects Account and GS Relationship:

  • GS Relationship::ID
  • GS Relationship::Name
  • Account::ID (Derived field mapping)
  • GS Relationship::CSM (Derived field mapping)
  • GS Relationship::Relationship type (Derived field mapping)

Following image shows the predefined field mappings in the Relationship object:

Relationship object mapping.png

Gainsight provides following predefined field mappings for the MDA object Relationship Type from the SFDC object Relationship Type:

  • Relationship Type::ID
  • Relationship Type::Name

Following image shows the predefined field mappings in the Relationship Type object:

Relationship Type object mapping.png

Gainsight recommends that you perform the field mappings shown above unless there is a very strong reason not to comply. For all of the other objects, there is a set of predefined mappings that Gainsight will ship by default and ideally these mappings should be used as they are. After reviewing the standard field mappings shipped by Gainsight, Admins can change few source fields in the field mappings and resync the data from past date to see the updated information in the MDA objects. 

Admins can add new custom fields in the GDM to customise the data capture. To define the newly added custom field mappings:

  1. In the Field mapping section, Click +FIELD MAPPING to add more field mappings in the object. For more information, refer to the section Loading data into the custom fields in an MDA Standard Object.
  2. To remove the specific field mappings, select Source Fields to None. When you click Update, the specific field mapping will be removed from the list. Removing the mapping for specific fields will disable the auto-sync on these fields. The remaining fields that are mapped in the object will continue to be synced automatically.

Derived field mappings

Gainsight Connect allows you to create Lookup mapping during data acquisition. This feature allows you to lookup to the same or another standard object and match up to six columns to fetch Gainsight IDs (GSIDs) from the looked up object into GSID data type fields. The main purpose of this feature is to populate GSIDs of the records from the same or another object. This feature is also called Data Import Lookup. 

There are two types of lookups: Direct and Self. Direct lookup enables admins to lookup to another MDA standard object and fetch GSIDs of the records from the lookup object. Self lookup enables admins to lookup to the same standard object and fetch GSID of another record to the target field. For more information, refer Data Import Lookup.

By default, Gainsight provides default derived field mapping from Account::Owner ID to Company::CSM. If you think that this mapping is not correct or needs to be changed, you can either remove this mapping or change the mapping to different source and/or target field.

  1. In the Derived field mappings section, click the Data Import Lookup icon. Data import lookup configuration dialog appears.

  1. Following image shows the Direct import lookup configuration. Select Lookup in object (Example: User here) and target field as Company::CSM. Match by SFDC object Account::Owner Id with SFDC User Id in User object and Populate GSID. You can match a maximum of six fields to import correct GSID into the target field.

When Admins import data either manually or by scheduling, the data will be imported when the Lookup finds an accurate match. 

  1. If a match is not found or if there are multiple matches, you can either reject/fail or accept one of the matches from the options listed. Click Apply.
  2. Click +FIELD MAPPING to add a new derived field mapping. Since you can load data into the GSID type fields through derived mappings, make sure that the GSID type fields are available in the specific MDA standard object.

Note: Whenever you change mapping or add new fields, navigate to the Scheduling Data Import section and set the schedule to Import From Date and provide the date from which data can be imported into the newly added fields. 

Loading data into the custom fields in an MDA Standard Object

You can sync specific information from SFDC into the custom field in an MDA standard object through Gainsight Connect.

  1. Navigate to Administration > Data Management > [Select a standard object].
  2. Add a custom field in an MDA standard object, Company, User, Relationship, or Relationship Type by referring Adding Custom Fields in an Object. For example, custom field Phone (String) is added in the MDA object User

Custom Field.gif

  1. Navigate to Administration > Gainsight Connect > [Click Edit object in an Object]. For example, User object is edited here.
  2. Click +FIELD MAPPING in the Field mappings section to add new field mappings from SFDC to MDA. You can see new mappings for all the custom fields in the object. In this section, you can apply mapping for the field Phone (String) only. 
  3. Remove the custom field mappings that you do not want to map now.
  4. Apply field mapping between the SFDC field User::Phone to the MDA field Phone.

Field Mapping.gif

  1. Click +FIELD MAPPING in the Derived field mappings section to add new derived field mappings, if required. You can ingest data into the GSID type fields only through this section. For more information, refer to the Derived field mappings section.
  2. Click UPDATE to save new field mappings in the Gainsight Connect sync into the specific MDA object. You can Import Now or schedule the data in these new fields as required.

For additional help, see this short video demo on syncing data into the custom fields in an MDA standard object.

Send Email Notification

  1. In the Send email notification section, enter:
  • On Success: If a job has partial/full data import success, a success notification email is sent to the email ID entered here.
  • On Failure: When all records fail to load, a failure notification email is sent to the email ID entered here.

Note: The email notifications are useful to keep track of success or any failure in data import and take appropriate actions.

Scheduling Data Import

Gainsight Connect allows data importing more frequently than Rules engine.

  1. In this section, you can schedule recurring data importing activity Daily, Weekly, or Monthly. When you select the DAILY option, you see the following fields on the Schedule section:
  • Once: If selected, schedule everyday at a particular time.
  • Repeat: If selected, schedule will be repeated. The minimum time interval between two executions is one hour.
  • Select a Time: The time range in which schedules should run.
  1. When you select the WEEKLY or MONTHLY option, you can see similar fields on the Schedule section.

  1. When you complete the scheduling of an import successfully, click Update. Following success message appears on the screen.

  1. After import configuration is created, you can edit the configuration any time before data importing with pencil (edit) icon on the object.

Import Data

  1. You can import data using Gainsight Connect using two options:
  • Import Now: If you select this option, It imports data into the standard object since the last import time. In this option, all new records will be imported and the modified records (based on the last import data) will be updated.

  • Import From Date: If you select this option, It imports data into standard object from the import date specified. This feature is particularly useful if an import task has failed and a record has not been imported. In such cases, you can select Import From Date and specify the date on which the import failed. However, there will not be any duplication of data as the import will be performed all over again. This option is also useful if a new field has been added and the customer requires the historical data relating to the newly added field. In such cases, after adding and mapping the new field, Admins can select Import From Date and specify the date from which the schedule began running. Users will have complete data including historical data of the newly added field.

When Import Now or Import From Date is selected, Gainsight Connect starts the process of importing data from SFDC into MDA Standard Objects. Objects are always imported in the following order:

  1. Picklist
  2. User
  3. Company
  4. Relationship Type
  5. Relationship

MDA standard objects are linked by dependencies. As a result, if Admins select an object to import data, all objects that precede the selected object will automatically be imported to make sure the dependencies are maintained. For example, if Admins select Relationship Type to import data, Picklist, User, and Company objects will get imported as they precede Relationship Type object and contain dependencies.

IMPORTANT: If a user is active in SFDC, the same user data pulled into MDA will be in active status. When the same user is inactivated in SFDC, the status does not get updated to inactive in MDA. Gainsight does not fetch data for the user once marked as inactive in Salesforce. 

  1. After you select either Import Now or Import From Date, click Import. If the GS Connect is disabled at the Global level, the following error message appears.

  1. To enable GS Connect, refer to Enabling Gainsight Connect.

Execution Logs

  1. Click the LOGS tab. Logs screen with message Logs loaded successfully appears.

Logs screen shows information connected to the selected schedule, object name, user name, status info, and last run time. Successful activities are indicated in green, Orange indicates that the schedule is currently in progress, and a Red icon besides the Object indicates the activity has failed to run. You can sort the execution history of All Objects or a specific object with the Activity log drop down list.

If there are any failed records, Failed record count with a hyperlink appears. When you click the hyperlink, the error file will be downloaded. The error file contains the reasons for data import failure, which will enable you to fix the error and reschedule the import.