Google Analytics: Enabling the Integration

Install web tracking code

If the Google Analytics web tracking code is already installed on your website you may skip this step. Gainsight will work with both Classic Google Analytics and the newer Universal Analytics. Gainsight recommends using Universal Analytics where possible. Please view the Universal Analytics Upgrade documentation from Google to learn how you can migrate to the latest version of Google Analytics.

If Google Analytics is not installed on your website, please follow the instructions for Setting up Analytics Tracking to add the web tracking code directly to your site.

Identifying Accounts

Metrics for a user on your site can only be viewed in Gainsight if there is a unique Account identifier present for that user in both Google Analytics and Salesforce. We will call this the "Usage Data ID". The Usage Data ID can be a string or number. Examples of valid Usage Data IDs are:

• Salesforce Account ID
• Fully Qualified Domain Name
• Account Identifier used internally at your company

Examples of invalid Usage Data IDs are:

• Email addresses (may be more than one per account)
• Customer Name (prone to inconsistencies)
• Contract Date (neither string nor number)

Once you have decided on a Usage Data ID you must ensure that it is present in both Google Analytics and Salesforce. The Usage Data ID must be kept updated in both locations.

Activate Gainsight MDA Backend

Gainsight pulls usage data in through the MDA backend. Before you can pull data from Google Analytics you must activate the MDA. If you have already set this up for other MDA features you may skip this step.

In order to activate the MDA your Salesforce user must have the Gainsight Admin permission set. For details on how to apply this permission set to your user, please view the following documentation: Gainsight Permission Sets.
 

The first step in MDA activation is to go to the Administration tab in Gainsight.
 

If you are experiencing issues with this page loading, please contact Gainsight Support (support@gainsight.com).

Once in the Integration tab, activate the Authorize MDA switch.Then authorize Gainsight MDA to use your Salesforce data by clicking on "AUTHORIZE".

 

Click Allow

Click Close

Configure Google Analytics Integration within Gainsight

Note: For Gainsight Integration of Google Analytics, we recommend creating a dedicated user account, which is not linked to any individuals. This will ensure that integration is not affected when the GS Admin (whose OAuth token used) is changed due to organizational changes. 

Ensure the authorized GA account has the required permissions (at least Read & Analyze) for the configured Account + Property + View. Appropriate permissions (at least Read & Analyze permission) should be given to the OAuth user authorized for Google Analytics integration. Parent permissions are inherited by default (account > property > view). Sometimes, they can have child permissions can override those set for the parent. Be sure appropriate permissions exist at Account > Property > View level.

1. To check permissions, navigate to Google Analytics > Select Account > Property > View > Administration > User Management > Check for GA Account authorized View permissions.

Before the Google Analytics Integration can be configured you must first activate the Google Analytics Connector by activating the Google Analytics switch.

2. Click +ADD NEW.

3. Click AUTHORIZE.

4. Click ALLOW.

5. Click Close. This authorizes Gainsight MDA to access your Google Analytics instance. 

Once you have connected to Google Analytics, use the interface to select the profile where your usage data is stored. It should look similar to the image below.

Project Name: Google Analytics account integrated may have more than one property. It is recommended to have Gainsight’s GA project name be the same as the Google Analytics Account (in case there is only one property associated with the account). Otherwise choose the property name as the Gainsight project name.

Note: The Google Analytics Account, Property and View should have an exact match with the settings configured in Gainsight.

Reporting Time Zone: Reporting time zone at account > property > view level in Google Analytics should match with Reporting Time zone in GA setup page AND Gainsight (SFDC) org time zone. Any variation will affect the way the data will be pulled into Gainsight and results in data mismatch. To check the Timezone setting: Navigate to Google Analytics > Select Account > Property > View > Administration > View settings > Timezone.

Map Google Analytics Dimensions & Metrics to MDA Equivalents

Map the complete list of contents (metrics/dimensions) that needs to be loaded to Gainsight during the initial project setup by selecting them from the drop down. This will ensure no changes to the object structure, underlying data and everything you have for further process in Gainsight.

Note: If there are any changes/additions required to the initial setup once the data is populated, there is a backend process that requires clean-up to move further. 

Dimensions: From the Dimensions dropdown list, select Date and one or seven of the following options:

Metrics: From the Metrics menu you can select any 10 metrics that you wish to monitor in Gainsight. 

Note: Users - A user is defined in Google Analytics through use of cookies in the user's browser. For more details see Google Analytics Cookie Usage on Websites.

Then under Custom Definitions click + ADD NEW to indicate the Usage Data ID.

Universal Analytics (recommended) users should select ga:dimension from the dropdown and input the dimension number in the Centre field. The display name should be set to "Usage Data ID".

Note: If you are using Classic Google Analytics you should select ga:customVarValue from the dropdown and input the slot number in the Centre field. The display name should be set to "Usage Data ID".

When this is all configured, click NEXT.

Click the drop-down list arrow to select options box to identify primary fields.

Once they are selected you will see a table to allow mapping of Google Analytics dimensions and metrics to their equivalents in the MDA.

Once you have filled out the correct mappings, click NEXT to continue.

Link Usage Data ID Field to Salesforce

On this screen you will be asked where the Usage Data ID resides within Salesforce. Open the "SFDC Field Name" menu and select the appropriate field. Then click NEXT.

Add Required Fields

On this screen, ensure that Salesforce is selected in the first dropdown menu. Then click NEXT.

Schedule Aggregations

In the final step of the configuration, enter appropriate email addresses in On Success and On Failure text boxes. Also, select the Fetch Data checkbox to select the appropriate time frame for aggragation. Click RUN to run the aggregation immediately. Otherwise, if you wish to schedule the aggregation, select the Set recurring schedule checkbox to schedule the aggregation Daily, Weekly, or Monthly. Click SAVE to save the created aggregation schedule.

Note: It is recommended to schedule the aggregation job so that it pulls 2-3 days of historical data daily. This is to ensure that the aggregation numbers are accurate.

Data Validation

Validate each and every field that is being pulled into Gainsight with Google Analytics data once the project setup is done. This will ensure data is flowing correctly during the initial phase itself. Validation can be performed using google analytics query explorer to identify any incorrect mappings and data loss.