Archive

Currently It’s not possible to set a Success Plan Type to inactive in the SFDC version of Gainsight, but NXT just recently got this ability. I was hoping it would roll out in today’s release (6.14) but after checking the release notes, and Gainsight itself, I see it was not.   Is there a timeline for when this will be made available in the SFDC version?

Our Community members have asked to be able to view the complete timestamp of Members’ posts, as well as the date.So, for example, when hovering over ‘1 day ago’ they’d like to see the time included as well as the date.As a support Community with superusers answering Members’ questions, this’d be particularly helpful for knowing exactly when a Members’ question was posted, to be able to give the best/ most specific advice possible 

Hello, would it be possible to share the link to Share360 to multiple contacts (contact groups) at a customer instead of typing in names individually? Our team uses the Share360 to update clients on cases, projects etc. Some clients have multiple stakeholders (even up to 10-12) such that it is time consuming to type in each individual contact name each time. It would be great to create Sharing groups to shortcut this process. 

I would love (love love) it if we could use the same bar chart visualisation that CTAs are shown in when using the widget on the 360 for our own choice of metrics also. Our customers purchase Professional Service hours from us, which are used when spending time with different departments, they fall in to 4 different “buckets” and when our internal users arrange and log meetings on the timeline they need to specify which type of hours to take from (Implementation, Customer Success, Sales Engineering, Data Science) currently we just show a total of all these hours, and they have to check one of the attributes sections to find out which type they specifically have. It would be great if we could just have it visually displayed at the top for them.   

Posting on behalf of customer. Currently in order to properly BCC an email to timeline the To: section has to contain the email address of the person record that you want to tie the email to.    Some people send out mass communications via distribution lists. Currently we don’t have a way of linking those emails sent via distribution lists to timeline entries for separate accounts. Would be nice to have in the future.

Hi Team,    One of my customer is looking to query “high” volume objects using gainsight API’s. Currenlty we are supporting only low volume objects as per the documentation. Is there any specific reason for restricting to use only “Low” and can we take this as an enhancement request?  Customer is using workaround for now to load the data from high to new custom low volume object.    Best, Hardik

While creating reports that use Graphs or Bars - I thought at one point, I could control the order of columns in the drill down section.  The drill down section being if you click on the graph, the secondary information that appears. We've recently been creating some Timeline Reporting and when I order the columns in the order in which I need them and save - I go back and they are reverted back.  I checked some of my older reports in which I know I moved the columns around and they are correct.  But they are using the Accounts data source, not the Timeline Activity data source. Anyone else?

Hi Team,   Customer has requested to have an ability to export the color scheme rather than the actual scores. While exporting the report having the Color Scoring scheme, color names (e.g Red, Yellow, Green) get replaced by numbers(e.g 25, 35, 55).

Hi, we plan to translate the Localization export files with CAT tools, which is usually not a problem with XLIFF files.However, if we export formatted text with the Gainsight Localization feature, the XLIFF files contain undesired segmentations that make working with a Translation Memory almost impossible.Example: The engagement text “This is a sentence with a bold word” is segmented as follows in the XLIFF export:<?xml version="1.0"?><xliff xmlns="urn:oasis:names:tc:xliff:document:2.0" version="2.0" srcLang="en" trgLang="de-DE"><file id="1"><unit id="thisisasentencewitha"><segment>

A customer is trying to search for a specific account (customer) in their org, when they do they can only see the first 20 results by design but they need to see a result that logically would be like 25 or 26 for example, they cannot filter from top or bottom in that section.  This would be the bar in the Gainsight bar that says "Customer name starts with "  Currently there is no way to prioritize this. 

One of my customers wanted to see if there was a way to wrap text C/R360 summary widget for custom fields. Currently, if the field name is longer than the widget size, it gets cut off with a ...  In discussing this with my team it does not appear that there is a current UI option to do this. Alternately, would it be feasible to add a font size option for custom field text in C/R360 widgets? 

Right now if you have a viewer license you cannot access the results of a survey sent via JO/Surveys 2.0. Can gainsight develop a way for viewers to access the “survey results link” that can be sent through JO? it seems this would fall under the category of “viewer”. Also, you can email the score but not the comments from a survey to anyone, why not add the comments? this limitation makes automation difficult for users with viewer licenses.

Hi I know how the Column Calculations work in Table format. But I am not sure how this option will work in the other visualizations types(Pie, Bar, Column, etc) Screenshot: with Table format So here I used the “Sum” for Column calculations so at the bottom of the report we can see the “Sum: 520”(137+383)   But if I changed the visualization type from Table to any other how this Option will work. And where I can see the Sum? Screenshot: with Pie chart  

It would save navigation time and also help admins easily find Gainsight config areas if the menu search extended to the 4th level navigation that is shown at the top, e.g Activity Log in Company Admin

Problem: Often times you share some use-cases aroundAbsence of Data - Companies without Risk CTA, Companies without timeline update this qtr, Companies without manual health score updates in a qtr, etc Latest X - Latest timeline entry for a company, Latest update in a CTA, etc. Common Customer Success Analytics - Functions to calculate CS metrics, Ranks, Window FunctionsWhile technically all the above are possible using Data Designer, its not very straightforward for someone who is not very much familiar with the product. Also for those who are familiar, its not as easy a task to accomplish.  After our current enhancements to Data Prep (Union, Pivot), I am thinking more about some out of the box data prep / analytics functions in Data Designer. I would love your thoughts and inputs on this. More specifically: Anecdotes where you wish things are more OOTB Any usec

At the moment the Email Chain program is the only non survey JO option. In reality, you can use this for scheduling all types or programs, not just Emails. It could be used for triggering a CTA, API call or Email. The name and description should be update to acknowledge this

The list of programs in the Journey Orchestrator Programs list does not show the creator of the program It would be very helpful to have that information so I know who to contact about the program. Email Templates show the person who last edited the file, which is good information to have, but nothing exists in the program list.

Our CSM team would find a ton of value in the ability to move past activities into a newly created CTA retroactively so that activities could build into a CTA. For example the CSM might reach out about a new feature x and find that the customer wants to trial that feature, now this is a trial nurture CTA. Since it was a quick engagement activity the CTA came up after the initial activity so it would help to be able to tie that first activity to the newly created CTA. 

Hi Team, Currently, any number field on the activity timeline can accept both +ve and -ve values but there is no way to restrict the field to only accept +ve or -ve values.It would be very helpful if we can have that. Thank you!Thanks~Shiv

Issue : The Customer's tab "XXXXXXXX" contains more than 500 records. That is the reason the search option for the text area is disabled. Workaround : If you add advanced filter and the record count comes below 500 you will have the inline search option for those text area. For more information please follow the below document. https://support.gainsight.com/Reports_and_Dashboards/User_Guides/Customers_Tab%3A_Your_Book_of_Busines Customer's request : Rather than using Advanced filter, remove the limit of record count in Custom Tabs so that the inline search in text area is enabled. Note: Pic attached. https://

Is there any way other than via merges and case statements to append 2 rule set outputs together without doing a merge? The option to merge date fields isn’t there and you can’t convert them to a string so I’m stuck.  For example, Rule 1 has Name, Email, System Name, DateRule 2 has Name, Email, System Name, Date Need to Append Rule 1 and Rule 2 for a combined list of all results. Currently can’t because the “Date” field isn’t allowed for a case statement output type

Would be helpful to show a % breakdown of responses here so that I don’t have to do the math in my head… would also make a nice screenshot to share with leadership in a weekly/monthly report.  

We don't integrate with SFDC and would love to be able to upload a profile picture for Gainsight Users. Several members of our team have the same initials, so this is a major pain!

Can we have the ability to configure Timeline search (related to* while creating timeline activity) in the same way as we have in Customer Search?

Hi Team, One of the customer is looking to hide playbooks in NXT tenant? Use case here : Playbooks were built as part of the original implementation; they are very generic and function more as guidelines. User would like to keep the guidelines as reference as user builds his own specific playbooks for actual CSM use. Best, Hardik