Dynamics Connector

Benefits

• Gainsight’s integration with Microsoft allows users to have a complete 360-degree view into their customer health right on the account form.
• With the Gainsight widget on the account  forms, you will be able to push Dynamics entities into Gainsight objects to match your current activities.
• Gainsight allows Dynamics users to seamlessly integrate their customer data to drive actions, engagements, automate CTAs, and create standardized playbooks to use at any stage of the customer journey.
• Users can sync critical customer data between Microsoft Dynamics 365 and Gainsight, as well as from other disparate sources.
• Ability to see customer data in real time within your Dynamics instance.

To configure the Dynamics connection, you must execute the following three tasks:

1. Create and Authorize Connection: To sync data from your Dynamics org, create a connection and authorize the connection to establish a link between Gainsight and Dynamic. For more information, refer to the Create a Connection section.
2. (Optional) Modify OOB jobs: Edit the out of the box Job’s configurations as per your requirement. For more information, refer to the Out of the Box Jobs section.
3. Create Data sync jobs: Create new data sync jobs per requirement. For more information, refer to the Create a Custom Job section.

Prerequisite

OAuth users should have API access in Dynamics 365.

To provide custom access (other than global admin access) to Gainsight, refer to the Dynamics 365 Connection Authorization article under Additional Resources section at the end of this article.

User Sync

This job syncs data from the Dynamics User object and inserts it into the Gainsight User object. User sync is primarily required to grant Dynamics users access to Gainsight NXT in the widget in Dynamics 365. This job is named as User Sync_ Connection name. (here User Sync_Dynamics Connection). In the User Sync OOB job, the following configurations are provided out of the box:

• Dynamics User object is selected as the source object in the dataset preparation and the following source fields are selected.
• Filters are added to sync users from Dynamics with Gainsight based on the Status of the user being Active.
• Gainsight User is selected as target object and the Dynamics source fields are mapped with the Gainsight target fields through the Add Destination configuration.

Following are the fields and their Direct Mapping in the Add to Destination:

Dynamics User Fields	Target Fields in Gainsight (User)
First Name	First Name
Last Name	Last Name
Email 2	Email
Username	Username Note: Include in Identifiers check box is selected
User	Avatar_Dynamics :: Dynamics User Id
Status	Avatar_Dynamics :: Active

Note:

• There is an out of the box mapping provided in the User Sync data job, to identify a specific Dynamics user internally in the Gainsight system. You cannot edit or delete this mapping from the configuration.
• In User Sync jobs, only the fields from User Object are selected as Identifiers. Fields from Avatar objects cannot be selected as Identifiers.

Upsert key is used to resolve incoming Dynamics users with the existing Gainsight users. Based on the Upsert key selection, either new Gainsight users are created from the incoming Dynamics users, or associated with the existing users.

This configuration is useful if new users that you are trying to sync through the Dynamics connector may have already been added to Gainsight either through Slack or User Management. If a matching record already exists in Gainsight, the incoming Dynamics user will automatically be associated with that user.

If there are multiple matching records found for the Upsert Key criteria, you can navigate to User Management > Avatars > Dynamics Avatar Type to manually associate to one user record. After user records are synced, if multiple records are found matching the upsert key criteria, an error file is generated that directs you to the User Management page to manually resolve to one record.

Following are few use cases to apply configuration for Upsert Key, but you can always configure Upsert Keys as required:

• If a user is already added through Slack to Gainsight, you can sync Dynamics Users through Dynamics Connector with Email as an Upsert key.
• If a user is already added through the User Management page (Manual or CSV), you can sync Dynamics Users through Dynamics Connector with Name or Email as Upsert key.

Company Sync

This job imports data from the Dynamics Account object and inserts it into the Gainsight Company object. By default, this job has a dependency on the User Sync job. This job is named Company Sync_ Connection name. (here Company Sync_Dynamics Connection). In the Company Sync OOB job, the following configuration are provided out of the box:

• The Dynamics Account object is selected as the source object in the dataset preparation and the following source fields are selected.
• Gainsight Company is selected as target object and the Dynamics source fields are mapped with the Gainsight target fields through the Add Destination configuration.

Following are the fields and their Direct Mappings in the Add to Destination:

Dynamics Account Fields	Target Fields in Gainsight (Company)
Account	External Account ID_gainsight123 Note: Include in identifiers check box is enabled.
Account Name	Name
Industry	Industry
Number of Employees	Employees

Note: Select any other mapping as the Upsert key or even have multiple mappings as Upsert keys, if required. It is mandatory to configure at least one mapping as an Upsert key.

Company Person Sync

This job imports data from the Dynamics Contact object and inserts it into the Gainsight Person and Company Person objects. By default, this job has a dependency on the Company Sync job. This job is named Company Person Sync_ Connection name. (here Company Person Sync_Dynamics Connection). In the Company Person Sync OOB job, the following configurations are provided out of the box:

• Dynamics Contact object is selected as the source object in the dataset preparation and the following source fields are selected.
• Default Filter based on Email is selected.
• Gainsight Person and Company Person are selected as target objects and the Dynamics source fields are mapped with the Gainsight target fields through the Add Destination configuration.

Note: The Match Criteria or Resolution key will be set as identifier

Following are the fields and their mapping in the Add to Destination:

Dynamics Contact Fields	Target Fields in Gainsight (Person)
First Name	Person :: First Name
Last Name	Person :: Last Name
Email	Person :: Email Note: Include in identifiers check box is enabled.
Contact ID	External Contact ID_gainsight123
Company Name	External Account ID_gainsight123

Upsert keys for the mapping between the Dynamics Contact object and the Gainsight Person object are determined by the Person Resolution Key configuration. Fields selected in the Person Resolution Key configuration must be selected as Upsert Keys in the Company Person Sync Job > Field Mappings section.

There can be one or multiple upsert keys used for the identification of people in Gainsight and you cannot edit them. For more information on the Person Resolution Key configuration, refer to the People Management in the Additional Resources section at the end of this article.

Add Destination

Add a destination to the output dataset to sync data from the source to the target Gainsight object. For more information on Add Destination, refer to the Jobs List Page in the Additional Resources section at the end of this article.