Archive

I got this question from a customer today. Can someone explain how this is going to affect GS (especially around things like copilot and surveys)? With the launch of SFDC's Contacts: Associate a Contact with Multiple Accounts (Generally Available) (https://releasenotes.docs.salesforce.com/en-us/summer16/release-notes/rn_sales_shared_contacts.htm) how does Gainsight use this new feature/functionality? 

We currently categorize our Success Plan Objectives to align with the area of the scorecard that the objective is aligned with. For example, our objective categories are based off of the 6 sections of the scorecard so we can report on whether or not our success plans are moving the needle within the scorecard. So, if a CSM is working on ‘Adoption’ with their customer, they would leverage the objective category of ‘Adoption’ but there are multiple facets of adoption that could be a focus such as Training & Education, Implementation, Support, etc. We would like to associated these ‘sub-categories’ with the Adoption category so that when a CSM selects Adoption as the category, only the related adoption sub-categories are available for them to select. It would be beneficial to have 'sub-categories' that would allow you to get more granular to allow for more robust reporting and trend analysis across our customer base.

When using tokens to personalize the sender details in an Outreach (From Name, Reply-To, From Email), the user should be allowed to designate default values in case the tokens are empty (i.e. the "CSM" field on the Account record is NULL).  This would be similar to how you can assign a default CTA owner in Rules Engine.   The workaround of creating a separate list and outreach that filter for the NULL value creates more administration than is necessary.  It seems the only other option is to not send the email when the tokens are empty, which is not desirable.  I have heard this specific request from several prospects recently. Thanks!

I've gotten feedback from our CSMs that the light blue text that links to an account on the Customers tab is hard to read.  I think darker text here would help it stand out against the light background and it would be easier to read.

Does anyone else have concerns about clients unsubscribing and not receiving important operational emails when using JO?  As the tool is now, JO isn't useful for us as an organization and instead we use mail merges to send communications to clients who meet the criteria.  We also use Marketo for other functions and they have a feature called "operational emails" that allows you to designate a non-marketing operational email so you can contact clients regardless of their subscription status and does not include an unsubscribe option.  This feature would allow us to use JO and I imagine other Gainsight clients have the same concerns.  Agree with me? Please vote!

Has anyone try to integrate Google Alerts with Gainsight? It would be useful to be able to pull up the latest business news about clients prior to calls or QBR.

Hi Community - see below for what's new in Vault over the past month! Gainsight 5.0 Release - with our new release, we've added over 60 Vault Reports and direct Vault Asset links (you can see them in the below New Assets)! See the full list of Vault reports here. Additional New Assets - 4 Playbooks, 3 Surveys, 1 CoPilot Template added Customer Reference Playbook - Manage a customer through the reference process. Internal Gainsight Launch

A small thing in the scheme of things but in the new UI the Notifications icon is displayed by default at the top of the screen on any page so users can easily access and configue their notification settings, which is great. However it still displays even if Notifications havent been enabled on the org at Admin level. We are turning on notifications shortly, but for those that dont have this switched on would it be better not to show the Notifications icon to avoid any confusion for reps ?

I've spoken with a couple customers over the last week who would like some flexibility in task due dates in Cockpit. Specifically, a painpoint called out that when CSMs need to adjust timing for a CTA + Playbook, they need to adjust all the associated task due dates. They'd like a way to have task due dates in a playbook 'reset' if one of the prior playbook tasks is pushed out.  Happy to provide more context on that if it's helpful.  I've also heard a request for tasks that have no due dates at all (more just a checklist of items that need to be completed, by the time the CTA is closed). But they don't want to see those tasks as overdue in Cockpit (just the overall CTA). 

We would like the ability to use fields to filter contacts within a survey before sending a reminder.  This would allow us to send a more targeted reminder to a specific population (by product, region, etc.)

We have a CTA that asks our CSM's to review email address' and Contact info when an email has bounced via JO.  It would be helpful if the CSM's could click directly to the contact record from the CTA.

Being able to add individuals to a power list would be awesome. We send our release notes through JO and I always receive responses that our clients would like to add this person, and that person to the email distribution list. They aren't always in our Salesforce system so we can't always do it. We would just need to make sure the contact we are trying to add has all the necessary information for any tokens that are included in the list. Name, Email address, etc. 

CSM Feedback:  "Administration (in the below screenshot) should be clickable to go back to the main Admin screen."

Every customer success team needs a process to escalate customer risks to leadership. The first step in managing risk is to define the types of issues that tend to arise. At Gainsight, we have found 8 key signals to identify that a customer is at risk. https://lh6.googleusercontent.com/HA0LiEsx2h9BxtahyFLwXgXIOLMwC4rUoYIrN5fIk3IbZgBaOWBblfpKIZsb45Z3ysUy_4CdUihStFYaUUIAFTXaUB6BF8LyRrM_D1CRGd3Ol2_85v4sutkRSqoBrHce6inARUzx We created CTAs for each of these risk areas, to help the CSM know when s/he should get involved. In most cases, the CTAs are automated according to the definitions above. In others, the CTAs are created manually by the CSM. For more information on this topic, including details of the “owners” of each risk

I've talked to a number of customers about the following... - When you first click to track a contact, you see that person's contact card & their existing title on LinkedIn. It would be great if you had the option at that time, to immediately update your SFDC Title in the contact record to match the LinkedIn title. Current behavior is to select the contact you find, but it leaves the system contact title as is. When Sponsor Tracking runs, it then later picks up the difference in the two titles, and triggers a sponsor change. Would be easier if that cleanup piece was all handled up front. Thanks! 

To help Admins prepare their CSMs for the upcoming UI changes in Gainsight, we added a CoPilot email template to Vault, that Admins can copy and send to your CSM team.  Navigate to Vault and the “Admin” folder to access the new email template called “Internal Gainsight 5.0 UI Release.”  Note: if you have your own company added to SFDC/Gainsight as an account, and your CSMs are contacts on that account, then you can easily send an internal email via CoPilot. (See Common Power List Strategies - Send Internal Email for more details.) If not, you can also copy and paste the email content from the Vault preview window into your preferred email client.

One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. In these opportunities understanding what data indicates an upsell opportunity, how to communicate the upsell to the customer, and how to collaborate internally to secure the upsell are key.   How is your CS team identifying and capitalizing on upsell opportunities with your current customers? If you are partnering with your sales team to close these upsells, how are you collaborating? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Thursday July 7th @ 10am PST where we will be discussing this topic! 

Can I put an existing Co-Pilot Outreach on Pause? We are pondering making some adjustments to our CoPilot strategy, and want to temporarily halt some Co-Pilot Outreaches. I prefer to simply "Pause" the outreaches rather than delete them out altogether because I don't want to "lose" the configuration therein. I think that I *could* set a run date far into the future, but these work-arounds often leave me worried that we'll forget this and the Outreach will fire as scheduled but when we weren't anticipating it. Thus....is there a way to Pause an Outreach without deleting it and without leaving it Active but far into the future?

I have a customer who is using JO to log emails to Salesforce. So far they are very happy with this feature and really like that it provides the body of the email sent but would like to also do something similar with opportunities.Currently they have kind of a workaround for their renewal reach-outs and have some rules made that logs these outreaches on the opportunity level. Unfortunately these logs do not include the body of the email because the body is not stored on the email logs object.So I suppose I would like to start a discussion on the possibility of doing this.Thanks!

A customer at our June Express session recommended we add vault rules that account for null values. Is this under consideration? 

This is the second in a series of posts highlighting use cases in Gainsight Vault - a best practice library of ready-to-use Playbooks, Surveys, CoPilot Templates, and Rules. We'll dive into three key steps to optimize your Advocacy program by leveraging Vault. All of the following assets are found in the Drive Expansion & Advocacy > Finding Customer Advocates folder. 1. Download key surveys to optimize your Advocacy Program Determine which customers are willing to participate in your Advocacy Program by downloading the [i]Customer Advocacy Survey from Vault. Collect feedback on the efficacy of your Advocacy program by downloading the [i]Advocacy Feedback Survey[i]. 2. Download CoPilot templates to reach potential advocates Reach strong advo

It'd be great to be able to nest outreaches within folders, labels, or some sort of hierarchy structure in JO. We have different email campaigns set to deliver scheduled emails to specific customers at different times, and I'd like to review the analytics (opens, clicks, opt-outs) for that entire campaign, instead of having to open each outreach and review the stats for those specific emails.For example, we have an onboarding process with 6 outreaches scheduled to send 6 emails over 6 weeks to brand new customers. Instead of asking "how well are people receiving the week 1 email?" I'd like to be able to ask, "how is the onboarding outreach program going?" by looking at all 6 outreaches that encompass this process.

As we continue to expand the number of users leveraging Gainsight, documentation of our definitions and best practices is becoming more important. It would be very helpful to have a 'tab' that can house 'Team Resources' such as definitions for milestones, tags, etc. and best practices for creating manual CTA's and Success Plans. 

Overall, we find the weekly email of the usage of Gainsight very well designed and easy to get insights from. The one thing that could make them better is the ability to customize them. Here's why. My client is still in phase 2 of the implementation, the internal reports we receive on our own usage of Gainsight is somewhat tainted by the activity of the GS administrator, myself and GS services team. It makes it hard to see which features are really being adopted and which ones might require some additional training. It also distorts the usage/adoption trend graph. Bottom line, it would be great if we could customize the report to exclude certain users to see the "real" picture which will allow us to help achieve higher adoption with the "real" users. In addition, as Gainsight might allow more partners to help with implementation, it would be great to have these emails sent out to partners as well. My understanding is that currently, these weekly emails c

SUMMARY With the MDA release that was pushed Thursday, an issue was introduced which is causing Copilot outreaches to fail. This is happening when a checkbox, picklist or multi picklist field is used a a second level filter in the associated powerlist.  Note: Email notifications are not being sent about these failures. In order to see the failure you will need to check the execution history on your outreach.  Workaround: Remove the field from the the second level filter on the powerlist. NEXT STEPS Gainsight is working to fix this issue and push out a patch release as soon as the patch has gone through QA.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to