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Configure Timeline Activity Sync

Gainsight NXT in Salesforce CRM

This article supports Gainsight NXT, the next evolution of the Customer Success platform, logging in from the Salesforce CRM. New and upgraded customers are deployed on Gainsight NXT. To learn more about Gainsight NXT in Salesforce, click here.

If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.

Not sure what your team is using? Click here.

 

This article explains how to configure Timeline activities to sync with Salesforce Task and Event object.

Overview 

Since not every team in your organization may have a Gainsight license, we offer non Gainsight users an alternate method to view your timeline activities. You can use the Timeline sync feature in Gainsight to sync your Timeline activities to Salesforce.

You can sync Timeline activities either to Salesforce Task object or Event object.  

Configure Activity Sync

This section explains how to configure the sync process of activities from Gainsight to Salesforce. You can sync activities to Salesforce Task object or Event object. If your Activity has Tasks, those tasks are not synced from Salesforce. However, those tasks are synced if you have enabled Cockpit Sync to Salesforce.

Sync to Salesforce Task Object

The Salesforce Task option syncs Timeline Activities to Salesforce Task object.

  1. Navigate to Administration > Workflow > Activities and Timeline. The Activities and Timeline window is displayed.
  2. Click the ACTIVITY SYNC tab.
  3. Select the Salesforce Tasks radio button.

1. Navigate to Timeline.gif

  1. From the Salesforce Status drop-down menu, select a value for the Status field of Salesforce Task object.
  2. From the Salesforce Priority drop-down menu, select a value for the Priority field of Salesforce Task object.
  3. In the Sync Frequency field, select one of the following options:
    1. Real-time Sync: This sync uses Salesforce APIs. You must be aware of the API limits to use this sync type.
    2. Scheduled: This sync type runs automatically every four hours.
  4. Turn on the Switch attachments to salesforce toggle switch, to sync attachments included in a Task to Salesforce. Only those attachments which are added after turning on this switch, are synced to Salesforce. Attachments larger than 25 MB are not synced.

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The Field Mappings section maps the Gainsight Activity fields to Salesforce Task fields. You cannot modify the default mappings. However, you can add additional mappings, if you have configured custom fields. Click + ADD FIELD, to add more mappings.

3. Field Mappings.gif

  1. Click SAVE.

Sync to Salesforce Event Object

The Sync events option allows you to sync Timeline Activities to the Salesforce Event object. To sync Activities to the Salesforce Event object: 

  1. Select the Salesforce Events radio button.
  2. In the Sync Frequency field, select one of the following options:
    1. Real-time Sync: This sync uses Salesforce APIs. You must be aware of the API limits to use this sync type.
    2. Scheduled: This sync type runs automatically every four hours.
  3. Turn on the Switch attachments to salesforce toggle switch, to sync attachments included in a Task to Salesforce. Only those attachments which are added after turning on this switch, are synced to Salesforce. Attachments larger than 25 MB are not synced.

The Field Mappings section maps the Gainsight Activity fields to Salesforce Events fields. You cannot modify the default mappings. However, you can add additional mappings, if you have configured custom fields. Click + ADD FIELD, to add more mappings. 

4. Event sync.gif

  1. Click SAVE.

To start the sync process manually, click the START MANUAL SYNC button on the top right corner.

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