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Gainsight Inc.

Gainsight Person Object Model

Overview

Gainsight Person is an object model that has unique records to represent people in the real world.

Let’s consider a person named John Damon who works at Acme and look at the attributes that we would like to store about John. The attributes can be divided into three categories:

  1. The personal attributes of John like his Name, Email, Mobile phone, Twitter profile, LinkedIn profile, etc.
  2. The attributes of John while working at Acme that includes Company name, Title/Designation, Office phone, Manager, etc.
  3. The attributes of John associated to a Relationship at Acme like a project implementation or business unit. In this scenario, the attributes are like Role, etc.

The above three categories of attributes are stored in the Person object model in the following three MDA objects:

  1. Person
  2. Company Person (Equivalent to Contact)
  3. Relationship Person

Let’s assume John Damon works at Acme; following is the data stored in Gainsight against John from different sources:

  • John’s product usage data from Mixpanel integration with a unique user ID
  • John’s support case data from Zendesk with a unique Zendesk user ID
  • John’s unique Netsuite contact ID
  • John’s survey response data with a unique external ID

This model helps you to connect all these IDs together with a unique email address (for example) across these sources and point to the same person in the person object model.

Gainsight understands the importance of your customer data at the person level. The Gainsight Person model allows you to abstract the data across various sources and represent the same person in the real world. 

Currently, Gainsight considers Email as the only resolution criterion to store records in the Person object model. Due to this, it is expected that there may be duplicate entries in practical terms. For example:

  • Since John Damon previously worked at the company Acme, he has a record in the Person object model with an email address jdamon@acme.com.
  • If John is currently working at Abbett, he has another record in the Person object model with another email address jdamon@abbett.com.

Gainsight is currently improving the model to adopt multiple resolution criteria to maintain unique person records.

Person Avatars

An avatar is the identity of a person in an external system with unique user ID, Name, Email, etc. A person can have different identities (avatars) in multiple external systems like Zendesk, Segment, Netsuite, etc. Gainsight is developing an integration with various Person Avatars to connect data from different external systems and point to the same person in the person object model. More content on this topic will be available in the future releases.

Following image shows the person object model and its integration with other objects and avatars.

Note: Integrations with the Person Avatars shown in the previous image are in development and will be released in future.

MDA Standard Objects in the Person Model

Person

Person is a standard object in the Gainsight’s Matrix Data Architecture (MDA) that stores unique records of the people in the real world. Let’s consider a person named John Damon, his personal attributes like his Name, Email, Mobile phone, Twitter profile, LinkedIn profile, etc. are stored in this object.

Gainsight provides a set of standard fields in the Person object. Admins can add custom fields and update the schema. Every person record in this object is assigned with a unique GSID and is referenced in the rest of the system.

Admins can view the Person object in Administration > Data Management as shown below:

Standard Fields

Admins can view the list of standard fields in the Person object in Administration > Data Management > [Click the object Person] as shown below:

 

Field Name Data Type Description
Created Date DateTime It indicates when the record was created.
Email Email Email address of the person

External ID

String

A unique person identifier in an external system. It identifies a person uniquely apart from Email and Name.
First Name String First name of the person
GSID GSID GSID of a person record. For example: Usage Data ID in the data from Segment integration with Gainsight has a look up to this record in Person object.
Last Name String Last name of the person
Middle Name String Middle name of the person
Modified Date DateTime It displays the date when the record was last modified.
Name String Name of the person
Dynamic Resolution Key String

It is used by Gainsight for internal Master Data Management (MDM) process, not to store any person data for customer usage.

Master Avatar Type Code Number It is used by Gainsight for internal MDM process, not to store any person data for customer usage.
Master Record ID GSID It is used by Gainsight for internal MDM process, not to store any person data for customer usage.

Company Person

Company Person is a standard object in the MDA that stores attributes of the people in association with a company. Let’s consider John Damon works at Acme, his attributes while working at Acme that includes Company name, Title/Designation, Office phone, Manager, etc. are stored in this object.

When a person associates with multiple companies, there would be different records of the same person in this object with different company lookups. For example, John Damon working at Acme has only one record in Company Person. If John is also associated with the company Abbett, then there will be another record in this object.

Gainsight provides a set of standard fields in the Company Person object. Admins can add custom fields and update schema. Admins can view the Company Person object in Administration > Data Management.

Standard Fields

Admins can view the list of fields in the Company Person object in Administration > Data Management > [Click the object Company Person] as shown below:

 

Field Name Data Type Description
Company ID GSID It contains the IDs of the companies, a person is associated with. This field has lookup to GSID field in the Company object.
Created Date DateTime It indicates when the record was created
GSID GSID GSID of a company person record
IsPrimaryCompany Boolean It indicates whether a company record is the person’s primary company
Modified Date DateTime It displays the date when the record was last modified.
Person ID GSID It has lookup to GSID field in the Person object.
SFDC Account Id SFDC ID Currently, this is just an optional field to populate.
SFDC Contact Id SFDC ID Currently, this is just an optional field to populate.

A few custom fields that you might want to add in this object :

  • Last touched: When was a person contacted last time while he is in association with a company
  • Last Met: When was the last meeting with a person while he is in association with a company
  • Last NPS Score
  • Last NPS submit date

Relationship Person

Relationship Person is a standard object in the MDA that stores attributes of the people in association with a Relationship. Let’s consider John Damon at Acme is working with a project implementation which is represented as a relationship. John’s attributes in association with this Relationship, such as Business unit name, Relationship ID, Role played by John in that Relationship, etc., are stored in this object.

When a person associates with multiple Relationships, there would be different records of the same person in this object with different Relationship lookups. For example, John Damon works at Acme and is associated with south zone business unit (Relationship here) has only one record in Relationship Person. If John is also associated with another Relationship, west zone business unit then there will be another record in this object.

Gainsight provides a set of standard fields in the Relationship Person object. Admins can add custom fields and update schema. Admins can view the Relationship Person object in Administration > Data Management.

Standard Fields

Admins can view the list of fields in the Relationship Person object in Administration > Data Management > [Click the object Relationship Person] as shown below:

 

Field Name Data Type Description
Company ID GSID It contains the IDs of the companies a Relationship is associated with. This field has lookup to GSID field in the Company object.
Created Date DateTime It indicates when the record was created
GSID GSID GSID of a Relationship person record
IsPrimaryCompany Boolean It indicates whether a record is the person’s primary company
Modified Date DateTime It displays the date when the record was last modified
Person ID GSID It has has lookup to GSID field in the Person object
Relationship ID GSID It has lookup to GSID field in the Relationship object.
Relationship Type ID GSID It has lookup to GSID field in the Relationship Type object.
Role String Role played by the person in association with the Relationship.
SFDC Account ID SFDC ID Currently, this is just an optional field to populate.
SFDC Contact ID SFDC ID Currently, this is just an optional field to populate.

A few custom fields that you might want to add in this object:

  • Last touched: When was a person contacted last time while he is in association with a Relationship
  • Last Met: When was the last meeting with a person while he is in association with a Relationship
  • Last NPS Score
  • Last NPS submit date

Attributes in the Person Object Model

Following image shows the general attributes in the Person object model. These three core objects together is referenced to just one person. Company Person and Relationship Person objects have a lookup to GSID of a person record which in fact has attributes of a person. When a feature in Gainsight is built on Person object model, attributes from the Person and Company Person/Relationship Person objects are fetched to this feature as per its configuration.

Currently, you can ingest data into the person object model using Bionic Rules. While ingesting data into these objects, make sure that you configure the data jobs to ingest different attributes to the correct objects in the model. For more information, refer to the Channel to ingest data into the Person Object Model section in this article.

Channel to ingest data into the Person Object Model

Prerequisite: Before ingesting data into the Company Person and Relationship Person objects, make sure that Gainsight Connect is enabled in your org and data in the MDA objects Company, Relationship, and Relationship Type are in sync with SFDC.

You can ingest data into the Person, Company Person, and Relationship Person objects through Bionic Rules with action types:

  • Load to Company Person
  • Load to Relationship Person

For more information on configuring the rules on these action types, refer Setup Rule Action Types.

Note: In future, you can ingest attributes of a person into these objects through integration with different person avatars as per their configurations. As person avatars are in development, Gainsight supports to ingest data through Bionic Rules now.

Use Cases of the Person Object

Following are two features in Gainsight that are worked on the records from the Person object:

  • Share 360
  • Share Success Plans

In these features, CSMs/AMs can share the C360/R360 pages or success plans to the contacts that are records in the Person object. For more information on these features, refer Shared 360 and Share Success Plans.

Note: Currently, features on the Company Person and Relationship Person objects are in development.


If you have feedback or questions on this object model, please share them on community.gainsight.com.

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