Redesigned Advance Programs FAQs

Is participant field mapping required to create programs? 

The new version supports only one data source, hence participant field mapping is not required. Multiple CSVs can be uploaded, and each CSV must contain a name field or header. However, all the CSVs must contain the same header/column names.

Why are multiple sources not supported in the new version?

In the new version, Gainsight aims to simplify the source configuration process, ensuring a streamlined data preparation step within the program-building experience. 

Note: Gainsight adds support for different timezones and allows participants to be included through CSV files, that can be added alongside other data sources. These enhancements will be rolled out in our upcoming releases.

Is Query Builder available as a data source for adding participants?

Yes, the Query builder is available as one of the data sources to add participants but only one query is currently supported per program.

Can the existing programs be transferred to the new version?

The existing programs cannot be transferred to the new version. 

Note: Gainsight tentatively plans to migrate the existing programs by the end of 2025.  

In what scenarios should I use the new version to create programs?

The new version is ideal for creating programs when you need to segregate participants into multiple branches within a journey based on specific conditions, such as roles, locations, or NPS scores.

Is there any impact on existing programs when I try the new version of the Redesigned Advanced Program?

No, there is no impact on existing programs due to the new version.

How can I configure the end of program in new version of Redesigned Advanced Program?

In new version of Redesigned Advanced Program, you do not need to configure the end of program. Any open or unconnected nodes are considered as the end of the program automatically. 

Can I change the email outcomes from Link clicked to Email opened?

No. The system is designed to track specific outcomes based on the configuration. If an email is set to track link clicks, you cannot change it to track email openings instead. Each email outcome type is fixed to ensure accurate tracking and reporting based on the chosen metric.

Can I set Evaluate to check the conditions in less than 11 hours?

No. The Evaluate step has a minimum interval of 11 hours for checking conditions. This restriction is in place to manage system performance and ensure the accurate evaluation of conditions. Reducing this interval is not supported, so all condition checks must adhere to this 11-hour minimum.

After the source is added and synced, I cannot see all participants and some field values are null and not shown after the program is published.

During the testing phase, the system limits the number of participants to 20 and syncs only 25 fields. This restriction helps manage system resources and ensures efficient testing. Once the program is published, only the fields that are actively used in the program are displayed, which can result in some field values appearing as null or not shown if they are not utilized in the program.

How can I add survey responses as tokens apart from NPS/CSAT score?

To include survey responses as tokens beyond standard metrics like NPS® or CSAT scores, you can use calculated fields. Calculated fields allow you to create custom data points based on survey responses, which can then be used as tokens in your program to personalize communications and actions.

Why are my existing reports not showing values like Company Name and Survey URL from AO Participants?

The system has transitioned from using standard fields to custom fields for certain data points like Company Name and Survey URL. To access these values in your reports, you now need to retrieve them from the Company Lookup and Survey Participants objects, which store the corresponding custom fields.
For the Survey URL, you need to concatenate the publishedURL and link_id fields from the Survey Participant object in this format: publishedURL/SurveyResponse?i=link_id. This process is currently manual, but the Survey URL will be automatically generated and included as a default field in the upcoming release.

Why does logging to Salesforce fail even after selecting Person ID?

Successful logging to Salesforce requires three specific IDs: WhoID (the ID of the contact or person), WhatID (the ID of the company), and OwnerID (the Salesforce user ID). If any of these IDs are missing or incorrect, the logging process will fail. Ensure all three IDs are correctly provided to enable proper logging.

Can I use SFDC ID as Company ID in the program?

While you can initially use the Salesforce ID (SFDC ID) as the Company ID, the system will replace it with the Gainsight Company ID (GS Company ID) within the program. This replacement ensures consistency and integration with Gainsight's data model, enabling seamless data management and reporting.