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Gainsight Inc.

Gainsight Connect FAQs

Below are the questions 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. If you have enhancement suggestions, please post them to Gainsight's Community.

How do I enable Gainsight Connect?

Navigate to Administration > Gainsight Connect > Global Activity Log > Enable.

Note: You need to provide CSM mapping in Company Object based on the setting used in your organization. Import data from Gainsight Connect into Standard Objects by using import now or set up schedules for regular data imports.

How do I disable Gainsight Connect ?

Disable Gainsight Connect from Global Activity Logs page. 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 get the Gainsight Connect up and running.

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

Every 1 hour.In Gainsight Connect > Objects In-Import > [click edit icon for any object] > Schedule section > [Select Enable schedule checkbox] > Once (Daily. Weekly. or Monthly)/Repeat

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 takes care of maintaining this order.

My mapping changes are not being reflected in the data? I still see the data with older mapping configuration, what should I do?

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.

My data is missing, what should I do?

All the records in the SFDC object are not present in MDA Standard objects / Record count mismatches in SFDC and MDA. 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 Standard object and Relationship Type Standard object: All the records are imported

Still not matching? Is there any other possible reason for missing the 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 discrepancy  in case of formula fields and 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.

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