This article explains how applications in Gainsight CS are supported for complying with GDPR in storing, processing, and deleting the PII from Gainsight CS. Following sections explain how Person data (PII) is managed in Gainsight CS:
- Objects that contain Person data
- Channels to load Person data into Gainsight CS
- Applications using Person data
- Delete Person
- Impacts of Person record deletion
The General Data Protection Regulation (GDPR) is a legal framework of personal data protection and privacy that sets guidelines for the collection and processing of personal information from individuals who live in the European Union (EU) and the European Economic Area (EEA). For more information, refer to the GDPR in the Addition Resources section at the end of the this article.
You may require to delete Personally Identifiable Information (PII) data associated with a company when customers request it, or when it’s no longer necessary for you to keep it, to comply with GDPR.
Note: PII is any data that could potentially be used to identify a particular person. For example, full name, IP address, email address, mailing address, etc.
Once a person is added in Person or Custom object, Gainsight CS stores PII data such as email ID, external ID, linkedin URL, location, first name, middle name, last name, and Name to maintain each person’s record as Unique.
For any queries related to our policies, please send an email to email@example.com.
Objects Containing Person data
PII is called as Person data in Gainsight CS and it is stored in the standard Person object or any Custom object as configured by Gainsight CS Admins. Person is a standard object in Gainsight CS that stores unique records of the people in the real world.
Let’s consider a person named John Campbell, his personal attributes like his Name, Email, Mobile phone, Twitter profile, LinkedIn profile, etc. are stored in this object. For more information, refer to the Gainsight Person Object Model in the Additional Resources section at the end of the this article.
Person data with similar attributes can be stored in any Gainsight CS custom object or can be looked up to Person object from any custom object.
Object Graph shows Joins between two Gainsight CS Objects (here Person object and Other objects). You can get a pictorial representation of how a Person object is linked to other objects (On Delete operation). This graph gives you a first hand knowledge of what exactly can happen if a Person record is deleted. For more information, refer to the Advanced operation in Gainsight Data Management in the Additional Resources section at the end of the this article.
Object Graph of the Person object helps you understand how the custom objects are linked to Person and impacts of deleting Person records on the dependent custom objects. Object graph of a specific custom object helps you understand how it is dependent on the Person object and the action required to delete PII from any custom object.
Channels to Load Person Data into Gainsight CS
There are different ingestion channels through which Person data can be loaded into Gainsight CS by Admins and users. As People Maps can be built only in the C360 page (not the R360 page), you must associate Person records with the Company. For more information, refer to the Gainsight Person Ingestion Channels in the Additional Resources section at the end of the this article.
Applications Consuming Person Data
The following table explains the dependent functionalities on the Person data:
|Product Area||Information Type|
|C360 > Person||C360 page is a single source of truth for all the associations of a Person. You can view all of the Company or Relationship associations of a Person, from one of the associated C360/R360 pages. For example, if an investor is collaborated with three different Companies, this investor appears as an associated Person in all three Companies in the respective C360 > Person pages. You can click any of the Company or Relationship names and navigate to the corresponding C360/R360 > Person pages. For more information, refer to the Person Section in 360/Configure 360 Person Section in the Additional Resources section at the end of the this article.|
|Timeline||Person records can be added as external attendees in the Timeline activities.|
|Cockpit/Success Plan||Person can be associated with the CTAs/Objectives. These details can be viewed from the respective CTA or Objective detail view.|
|Journey Orchestrator||The people can be added as participants in the JO Program configuration.|
|Adoption Explorer||Usage data can be tracked against any Person using the Adoption Explorer.|
|People Maps||You can view the Person’s hierarchy and details in the People Maps and add them as a Manager, Direct Report and Influencer in the Map.|
|Data Operation||You can view the existing records from the Person, Company Person, Relationship Person, and High Volume custom objects. For more information, refer to the Data Operations in the Additional Resources section at the end of the this article.|
Gainsight CS Person can be deleted through Person Delete API and associated Company/Relationship details of Person from UI as explained below:
- Delete API: Person Delete API can be used to delete Person record(s) from Gainsight CS. When the person record(s) are deleted, their corresponding records from the Company Person, Relationship Person, and person references in other Gainsight CS objects are deleted. For more information, refer to the Person API Documentation in the Additional Resources section at the end of the this article.
- C360/R360 > Person: CSMs can delete a record from the Person section in the C360/R360 page. The person details associated with the company/Relationship are deleted but the master person record is not deleted from the Person object. When you delete this record, fields in other objects that are joined with the current object (Company Person or Relationship Person) may have some impact on their records. Following are the impacts after deleting a record from the Person section in the C360/R360 page:
- Person details associated with the company, from the Company Person object are deleted.
- The corresponding person details associated with the Relationships that belong to this Company are also deleted.
- Master person details from the Person object are NOT deleted.
For more information, refer to the Person Section in 360/Configure 360 Person Section in the Additional Resources section at the end of the this article.
Important: Due to the ability for customers to create and load data to custom objects, it is very important to understand your specific use cases in order to identify and remove all the information associated with that Person. If you are not sure about which custom object stores Person data, you can refer Object Graph in the Additional Resources section at the end of the this article, to see which object stores Person data. However, if you are sure of the Custom object storing Person data, you can delete the person data from the Data operations page.
- You can not delete a Person record from the Data Operation page.
- If a Person record is deleted from the Gainsight CS production org, the same records are not deleted from the associated Sandboxes. Gainsight CS Admins must refresh the existing Gainsight CS Sandboxes to reflect production equivalent person data.
- You can use Lookup to Person (Cascade Delete type) in custom objects to ensure that Gainsight CS can cascade delete associated data with Person appropriately otherwise you should manually delete the person data or personal data related to the person in the Gainsight CS custom objects.
- When your Gainsight CS org is connected to a Salesforce org, if a Contact is deleted from the Salesforce, the associated person record is not deleted from Gainsight CS automatically. You can manually delete the respective person records using the available options in Gainsight CS.
You should select the On Delete lookup option, to delete the person records in all other objects when the Person record is deleted in the Person object For more information about On Delete option, refer to the Add Custom Fields in an Object in the Additional Resources section at the end of the this article.
Impacts of Person Record Deletion
When a Person record is deleted, the following table explains the impacts in all of the the Gainsight CS applications:
|Product Area||Impact of Person Delete|
|Adoption Explorer||Person’s associated usage data and projects are restricted to view. The respective usage data is not retrieved for the Person in the Layouts.|
|Timeline||The Person record is removed from the External Attendees field of an Activity, if included.|
|Cockpit||The Person record is deleted from the CTA detail view, if associated.|
|Success Plans||The Person record is deleted from the Objective detail view, if associated.|
|Surveys||The Person ID field is nullified from all of the survey responses, which were responded by the deleted Person. However, the other fields of the survey responses are retained.|
|Journey Orchestrator||The Participant State field is set to KNOCKED_OFF state, if the Program is in Draft state. The Participant State field is set to DROP, if the Program is in Active state.|
|People Maps||The Person is deleted from the People maps hierarchy.|
|Data Management||If the Person record has a GSID lookup from the custom or standard object, then On Delete operation is executed.|
|Sponsor Tracking||The Person record is deleted from Sponsor Tracking feature, if associated.|