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Gainsight Inc.

Gainsight Connect Troubleshooting and FAQs

Below are some troubleshooting procedures and the Frequently Asked Questions (FAQs) about Gainsight Connect functionality that we often hear from customers and their answers. If you have a question that's not answered here or through related support articles, please email support@gainsight.com.

Troubleshooting Procedures

Syncing the Picklist from SFDC to MDA fails

Syncing the standard/system picklists from SFDC to MDA may fail when the SFDC ID of any Picklist in SFDC is changed. This may happen when a picklist in SFDC is deleted and recreated again. To resolve this, raise a ticket to support@gainsight.com to delete the specific MDA standard/system dropdown list category, create it again, and sync the Picklist through Gainsight Connect.

Syncing the data through Gainsight Connect fails when mapping of the fields of GSID type performed through simple mappings

Fields of GSID type are offered with the derived mappings and they should be mapped by Import lookup only. If the data syncing fails for the above reason, remove the simple field mappings that you have applied and apply the derived field mappings that were offered by Gainsight by default. For more information on the derived mappings, refer Data Import Lookup.

When a user record is deleted or the status is changed in SFDC, the same is not updated in the MDA User object after syncing through Gainsight Connect

When a user record is deleted or the status is changed in SFDC, the same is not updated in the MDA User object after syncing through Gainsight Connect. You need to change a specific user status or delete a specific user record manually from MDA. To change the specific user status in the MDA User object, refer Gainsight User Object.

If a user record is deleted in SFDC, it is recommended to change the specific user status to Inactive in the MDA User object. If you still want to delete a specific user record in the MDA User object, contact support@gainsight.com with details.

If you create a custom item in an MDA standard/system dropdown list category with the same name as in SFDC, the Picklist syncing fails

If the Picklist syncing fails for the above reason, it displays an error that the items with the same name already exist. To resolve this, you can delete the custom items that you have created in the MDA dropdown list category and perform the Picklist syncing through Gainsight Connect again.

FAQs

What is the purpose of Gainsight Connect?

Gainsight Connect imports customer data from SFDC into the Gainsight Matrix Data Architecture (MDA) standard objects.

How do I enable Gainsight Connect?

Navigate to Administration > Gainsight Connect > [Click the Enable/disable data import icon] > [Switch the toggle to Enabled]

How do I disable Gainsight Connect ?

Click the Enable/disable data import icon to disable Gainsight Connect. When Gainsight Connect is in disabled state, none of the schedules will be triggered.

Do I need SFDC Admin help in setting up Gainsight Connect?

No, Gainsight Admin can set up Gainsight Connect.

What is minimum possible frequency at which data can be imported?

Every 1 hour. You can check the frequency in Gainsight Connect > Objects In-Import > [click the edit icon on any object] > Schedule section > [Select Enable schedule checkbox] > Repeat (Daily / Weekly / Monthly)

What is the order of import of the Standard Objects in Gainsight Connect?

You must import Standard Objects in the following order:  Picklist → User → Company → Relationship Type → Relationship. Gainsight Connect always maintains this order.

Why aren’t my mapping changes being reflected in the data? What should I do if I still see the data with an older mapping configuration?

Whenever the mapping information is changed, use Import From Date option. If you already imported the data before changing the mapping details, specify the import date when the data was imported for the first time (check in logs). This updates all the data that honors the latest mapping configuration.

What should I do if my data is missing?

There is a difference in the number of records in the SFDC object and the MDA standard object after syncing through Gainsight Connect. The following list specifies the records that are actually imported:

  • Company standard object: Imports all accounts where customer info is not null

  • User standard object: Imports all active users

  • Relationship and Relationship Type standard objects: All the records are imported

Are there other possible reasons for missing records?

Check the logs for that particular object to see failure records, click on the error to download the error file, fix the error reason and set the import from "Date" to the date when failure of record occurred and re-import.

What should I do in case of Data Discrepancy between the SFDC Object and Standard MDA Object?

You might have noticed such data discrepancies with the formula fields; Gainsight recommends you avoid importing calculated fields.

Will any of the existing functionalities (such as Reporting etc.) be affected?

No, none of the existing functionalities will be affected by enabling Gainsight Connect and importing data.

Which Gainsight orgs have GS Connect enabled?

Gainsight Connect is automatically enabled for all Orgs post upgrade to Gainsight version V5.11 to sync data from SFDC to MDA standard objects.

Why is Gainsight Connect enabled automatically?

Currently, Scorecards 2.0 and Dashboard permissions use data stored in the Gainsight standard objects in the MDA. Soon, additional features such as Advanced Outreaches, Timeline, and Surveys 2.0 will be engineered to use data stored in the MDA objects. In order for the functionality to work seamlessly, data has to be first populated into the MDA objects. Gainsight Connect, when enabled, will automatically sync data from SFDC to Gainsight MDA.

Are there any prerequisite permission requirements for the Gainsight Connect to work?

Yes. To use Gainsight Connect, following are the required prerequisites:

  1. You should authorize MDA in your org. For instructions on how to perform this, refer Authorize Matrix Data Platform (MDA).
  2. The User whose OAuth credentials are used to query Salesforce must have the “Manage Package Licenses” permission enabled; otherwise, GS Connect will fail (To identify your OAuth user, refer to Verify OAuth Authorization.) This permission allows the OAuth user to query the UserPackageLicense object in Salesforce to determine whether a SFDC user has a valid Gainsight license.
Where do I enable “Manage Package Licenses” permission?

Navigate to Setup > Manage Users > Profiles > Administrative Permissions in the Salesforce page and enable the Manage Package Licenses field. If not enabled, GS Connect will fail.

What happens when Gainsight Connect is enabled in my org?

Gainsight imports data from SFDC objects into MDA standard objects. Following are objects synced between SFDC and MDA objects:

SFDC Object MDA Object
User User
Account and Customer Info Company
GS Relationship and Account Relationship
Relationship type Relationship type

For more information and details about how to configure the sync for your needs, refer to Gainsight Connect.

After Gainsight Connect is enabled successfully, all the Admins can see SFDC data into the MDA standard objects User, Company, Relationship, and Relationship Type automatically.

Which fields from the SFDC object ‘User’ are synced to the MDA object ‘User’?

Following fields from the SFDC object User are synced to the Gainsight MDA object User:

  • SFDC User ID
  • Email
  • First Name
  • Active
  • Last Name
  • Full Name
  • User Name
Which Users records are synced from SFDC to MDA through Gainsight Connect?

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.

Which fields from the SFDC objects Account and Customer Info are synced to the MDA object Company?

Following fields from the SFDC objects Account and Customer Info are synced to the Gainsight MDA object Company:

  • 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
Which fields from the SFDC objects Account and GS Relationship are synced to the MDA object Relationship?

Following fields from the SFDC objects GS Relationship and Account are synced to the Gainsight MDA object Relationship:

  • GS Relationship::ID
  • GS Relationship::Name
  • Account::ID
  • GS Relationship::CSM
  • GS Relationship::Relationship type
Which fields from the SFDC object Relationship type are synced to the MDA object Relationship type?

Following fields from the SFDC object Relationship Type are synced to the Gainsight MDA object Relationship Type:

  • Relationship Type::ID
  • Relationship Type::Name
Can Admins disable the Auto-sync on specific fields?

Yes. 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.

Can Admins change the default mappings shipped by Gainsight?

Yes. 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. 

Is there any impact on the data sync in the Gainsight orgs that are already enabled with Gainsight Connect before upgrading to Gainsight version V5.11?

No, Customer orgs that are installed with Gainsight V5.10 and below and are already enabled with Gainsight Connect will continue to work as expected.

If you have questions or feedback about Gainsight Connect, please share them on community.gainsight.com.

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