The option to Load to SFDC Object or MDA Subject Area can be used to load data using the rules engine.
This feature might be used to do the following (and much more):
- Create a case when CTA is created with a particular reason / severity
- Create an opportunity when Usage has crossed certain threshold or exceeded the licensed amount.
- Update account object with # of CTA’s opened for that account in last week
- Load data that is generated by Gainsight into a custom object. This gives the opportunity for the users who don’t have Gainsight license but want to see the data and report on it.
IMPORTANT: When executing the Load To SFDC action, the default batch size is 100 records per call. Most of the time, this works and actions succeed. We have seen that some of our customers have complex workflows/triggers on target objects and processing 100 records at a time ends up hitting SFDC's platform limits for CPU and memory. The solution is to reduce the batch size. You can contact email@example.com to have the batch size fine-tuned.
The option to Load to SFDC Object or MDA Subject Area is sensitive and falls outside of Gainsight and into Salesforce admin areas. Only Salesforce Admins will have access to determine what objects the rules engine can load data to.
A Salesforce admin can assign permission to one or more Gainsight admins for this page, preferably the one who authorized MDA in Gainsight. This does not alter what permissions Gainsight admins have on the SFDC objects or fields. If the user who is running the rule or scheduled the rule does not have permission to a particular object but tries to load data into it, the rule will fail.
In the permission set in salesforce setup, you will find the new permission set with the name “Gainsight Special”. Assign this permission set to one or more active users and those users will have access to the Rules Config page. To access the page, a user will:
- Navigate to Administration > Operations > Rules Engine > Click the Gear icon > Permission - Rules Load Actions.
Object & Field Selection
Once on this page choose:
- Native (SF) or Matrix Data
- Find an Object and click the + sign to add it to the list of available objects
- Highlight the object and pick the fields available for use within the object
- Click Save
- Pick as many objects and matrix data subject areas as needed.
- For Matrix Data, you cannot add fields to Email Raw Events and Unsubscribed Emails objects and will no longer be available in the drop-down box.
Load to SFDC Object or MDA Subject Area
- Navigate to to Administration > Operations > Rules Engine >
- Click + RULE.
- Select Rule Type as Bionic.
- Select Rule For either Account or Relationship.
- Enter Rule Name and Description (optional).
- Click NEXT.
- Click +ACTION and select the name of the task you created in the previous step.
- Select Action Type of Load to SFDC Object or Load to MDA Subject Area (In this example the Load to SFDC Object option is selected)
- Select Object Name (Zendesk Support Tickets in this example)
- Select Operation from the following:
- Insert: Create the record if it does not exist. If it exists then duplicate record would be created.
- Update: Only update existing record, do nothing if it does not exist.
- Upsert: Update the record if it exists. If it does not exist, create a new record and set the values.
For Update and Upsert action, identifiers must be defined, you can do that by checking the option “Include in identifiers” Example: if you want to update a case, then you could choose case ID. If it is not available then you can choose account ID, reason, priority and date as identifiers.
Define mapping for each field and default value to be set if the value is not available in the source.
In addition, you can add a custom field mapping to set one of the fields in the destination object to a constant value.
- If the user does not have permission on the destination object to which the data needs to be written into, then the rule will fail.
- If there is a validation rule that fails on the destination object, then the operation for that record will fail and reason for failure will be listed in the Rule Results Email attachment.