This article provides an introduction to the Clarizen and Gainsight integration, as well as explains minimum requirements, and data sources. Follow-on articles provide instructions for specific use cases.

Introduction

Clarizen provides a collaborative work management platform that brings together powerful project management, flexible workflow automation and rich collaboration in an enterprise-grade platform.

Understanding the result of and the customer’s experience during an onboarding or services project is key to successfully managing and growing the account. To this end, Clarizen integrates seamlessly with Gainsight, the leading provider of Customer Success Solutions, to bring the knowledge learned about the customer in a project engagement into the Customer Success Lifecycle. When integrated essential insight into what was delivered during a project, how the project and relationship progressed, and alerts for any missed milestones can be incorporated into Gainsight. These insights and data can also be made actionable through workflows, automated email outreach, surveys, and health scores.

To purchase the integration itself, visit Clarizen's App Marketplace.

All steps outlined in these instructions can be completed by a Gainsight Admin (no coding necessary). If you wish to work with Gainsight Services to have this set up for you, please contact Gainsight Support for pricing.

Minimum Requirements

  • Salesforce Enterprise or Unlimited Edition
  • Clarizen-Salesforce V3 Integration
  • Both Clarizen and Gainsight managed packages installed and active in the same Salesforce environment. Installation links and guides are available on the Salesforce Appexchange for Gainsight and Clarizen can be found here.
  • Administrator permissions & Super User in CLZ
  • Administrator permissions in SFDC
  • Administrator permissions in Gainsight

Data Sources

The Clarizen-SFDC Integration includes two packages:

  • “Clarizen Integration V6”
  • “Clarizen V6 BP Best Practices”

Once Clarizen-SFDC Integration packages are installed successfully, two managed objects are added that are relevant to your Gainsight integration:

  1. Clarizen Project Object
  2. Clarizen Milestone Object

Note: All the Object’s API names that appear in this document refer to “Clarizen Integration V6”, in case you have upgraded from “Clarizen Integration V5” the API name will be different.

Clarizen Project

API Name: CLZV6BP__Clarizen_Project__c

This object tracks and presents information at the Clarizen project level. There are a wealth of fields on this object and you can add and sync custom fields within your Clarizen instance back into Salesforce. You can leverage any of these fields within Gainsight but we recommend starting with this list:

  • State (CLZV6BP__CLZ_State__c): State of the project plan (Draft, Active, Completed, Canceled, On Hold)
  • Track Status (CLZV6BP__CLZ_TrackStatus__c): State of the overall project as assessed by Project Manager (On Track, At Risk, Off Track, Not Active)
  • Due Date (CLZV6BP__CLZ_DueDate__c): Overall target due date of the project
  • Project Manager (CLZV6BP__CLZ_ProjectManager__c): The Project Manager as assigned in Clarizen. This Lookup field is associated with the Salesforce User Object.
  • Project Type (CLZV6BP__CLZ_ProjectType__c): Type of overall project (Pilot, Quotation, Fulfillment, Campaign, Other)
  • %Complete (CLZV6BP__CLZ_PercentCompleted__c): Percent of project completion
  • Actual Effort (CLZV6BP__CLZ_ActualEffort__c): Cumulative hours tracked to the project

Clarizen Milestone

API Name: CLZV6BP__Clarizen_Milestone__c

This object tracks and presents information at the milestone level within a Clarizen project. You can leverage any of these fields within Gainsight but we would recommend starting with this list:

  • Start Date (CLZV6BP__CLZ_StartDate__c): Target due date of project
  • Due Date (CLZV6BP__CLZ_DueDate__c): Target due date of milestone
  • Track Status (CLZV6BP__CLZ_TrackStatus__c): State of the overall project as assessed by Project Manager (On Track, At Risk, Off Track, Not Active)
  • %Complete (CLZV6BP__CLZ_PercentCompleted__c): Percent of project completion
  • Actual Effort (CLZV6BP__CLZ_ActualEffort__c): Cumulative hours tracked to the project

Prepare objects for Gainsight

To use an object within Gainsight’s Rules Engine or Reporting tool, the object must have a connection to the Salesforce Account Object. To enable this object to be used within Gainsight, follow the steps below to add and maintain an Account Lookup field on the Clarizen Milestone Object.

Setup Step 1: Add Lookup field to Clarizen Milestone Object

Setup Step 1: Add Lookup field to Clarizen Milestone Object

Add a Lookup field that looks up to the Salesforce Account object.

Go to Setup > Create (under App Setup) > Objects > Clarizen Milestone Object > Click 'New' > Select 'Lookup Relationship' field type -> Related to 'Account'-> Populate Field Name and Save.

Setup Step 2: Create Rule to Populate Account Lookup field on Clarizen Milestone Object

Setup Step 2: Create Rule to Populate Account Lookup field on Clarizen Milestone Object

Before you build your rule, enable the Clarizen Milestone Object to be acted on by the Rules Engine.

On the Gainsight Tab, Go to Administration > Rules Engine > Click the Configure icon at the top right (as seen above).

(for more information see these instructions)

Select the'Native Data' radio button in the top left > Click in the drop-down to find the 'ClarizenMilestone' Object and click on it > In the Field Selection box, select Account Lookup (String) field and the Clarizen Project (String) field and click 'Add' to add them to the 'Selected Fields' box.

Now to return to the rules engine page, click on the Gainsight Administration tab > go to the Rules Engine tile in the top left. Click to create a new Rule using the “+Rule” on the right hand side.

Fill in the following:

  • Rule Type “Custom”
  • Rule Name: “CLZ: Populate Account Lookup on Clarizen Milestone Object

Click Next.

Click the ‘Native Data’ radio button > Click in the dropdown to select the ‘Clarizen Project’ object.

From the list of fields in the left-hand column, Add the following fields to the Show box by selecting and dragging:

  • ‘ID’ field from the Account Object (Account::Id)
  • ‘ID’ field from the Clarizen Project Object to (Clarizen Project::ID)

Click next to move to the Action Configuration screen.

In the Action Configuration screen, configure the action with the mappings as seen in the screenshot above:

  • Action type: Load to SFDC object,
  • Object name: Clarizen Milestone
  • Operation: Update

Check the checkbox underneath the ‘Clarizen Project (String)’ field to include the Clarizen Project as an Identifier. This will write the AccountID associated to the Clarizen Project into the Clarizen Milestone record.

Click on next and Schedule to run daily at a time that works within your rules scheduling.