Archive

Our Pro Serv & Training Teams use Wrike, not linked to SFDC. I'd like status changes of completed in Wrike for some key tasks (such as training/services scoped, training services delivered) to be added to Gainsight as milestones. Has anyone achieved this successfully?  

There needs to be a way to run reports to look back at the last 365 days.  My biggest use case is pulling reports on to dashboard it would be nice to have a look at the last rolling 365 days.  Currently you can get a rolling 90 days and current/previous quarter but last 365 would be great.

With the ability to change report filters and have those changes be sticky, it would also be convenient to have a "Revert to Default" in the filters. So for instance, if I have a report on the dashboard that is called Renewals Current FY and it is filtered in the report to show renewal amounts by month this fiscal year and I change the filter on the dashboard to show previous fiscal year, then I would like to be able to have an option when I click on filters to just click "Revert to Default" so that it changes it back to how it is set in the report originally rather than having to remember what changes were made. This will come in handy especially when there are multiple filters applied to the report and are changed.

I have created various reports to add to a dashboard. Its sometimes nice for users to go into the chart and play around the options. However they then forget what the initial chart option was and they are stuck with what they changed it to.  A Revert All button would be SUPER useful and think its a pretty important one! Thanks Naquiyah

Currently there ability to calculate the age of a CTA is possible, but the ability to calculate the Age of a Task or between Tasks is not. We've recently developed a Customer Journey Map that we use CTAs/Playbooks/Tasks to guide customers through their journey. Some metrics our executives are interested in seeing include how long, on average, it takes a Customer to complete a Task, Stage, and complete journey. We have the ability to determine the entire length of their journey and the length they are in a particular Stage, but do not have the ability to determine how long a customer took to go from Task X to Task Y.  We currently generate age outside of Gainsight using excel formulas. If this capability was added to Gainsight's reporting capabilities, it would provide insight for us and others more easily. 

When a Playbook is attached to a CTA, all Tasks show up at once, with no guardrails that require users to complete Tasks in a particular order. It would be useful if Admins could link Tasks so that Tasks appear as they become eligible for closure (e.g. Playbook X has 10 Tasks. All Tasks are greyed out, excluding Task 1. As Task 1 is closed out, Tasks 2 is un-greyed). Admins could link Tasks together, much like how survey questions can be linked, so the closure of Task X, makes other Tasks visible.  I think it would work best to have all Tasks visible at once, but Tasks that are not yet eligible to be closed are greyed out so users can see all Tasks if they want to prepare beforehand, but have not yet closed out the preceding Task. Admins could define the path they want users to complete Tasks, whether it be chronologically, or custom.    Currently we see that in some instances, users are closing Tasks out of sync, which we have no control over. The ability to keep users

SUMMARY The MDA release that was pushed out today is causing backwards compatibility issues with exporting services causing failures in the following areas of Gainsight:  Export to CSV Success Snapshots Dashboard Export Copilot Outreaches with SFDC Reports included  NEXT STEPS We have identified the code fix and are in the process of testing the code. Once the code has been fully tested a patch will be pushed to all customers.  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 support@gainsight.com. 

I recently ran into a problem with the S3 connector in which the customer had forgotten to change the name of their Source fields to match their CSV header names. We had trouble finding out this was the problem though, due to the S3 Execution History telling us that the error was "Unknown Exception".  Something that would be a huge help down the line when more people are on S3 is better error handling. Unknown Exception didn't really give us any type of clue as to what the issue was, which could be a problem for someone who might not know the connectors as well. Is this something that could possibly be improved?

We just started sending NPS on a regular cadence via Co-Pilot.  We also have a custom SF object we used previously to store scores and give access to a broader audience.  A rule runs every night to load info from GS into the legacy object. We would like to add an option for NPS submission by granting access in our Customer Community/Portal (Salesforce). Can we make the GS survey available that way?  If not, I'd like to use our legacy object for that.  However, we would want to upload to GS and we already are uploading from GS to the legacy object & I want to avoid an uploading loop. Thoughts?

One of our team members once told me that they create a 1-pager for every customer they start working with, and that a huge part of its value is that they paste in the company's logo and the customer's LinkedIn photo. Those visual cues help her bring to mind, in a blink, the customer's needs and her relationship with them, and helps her put a human face on the emails and phone conversations she's having with them. I would love for her to simply be able to use the C360 as her 1-pager. It would be great if the C360 could use sponsor tracking to pull the company's logo from LinkedIn, and put it, along with the faces of the tracked sponsors, into a concise module at the top of the page.

Hello all - setting up measures for scorecards in relationships and have tripped over something I think could be improved - at the very least, the error message should be made more descriptive. See my screenshot below: when I was creating a measure called "NOS % Chassis EoX", the measure wouldn't save and a small message popped up saying "Enter a valid input". Because I've got an idea what's going on in the back end, I assumed the % character was the issue.  I changed it to the word "percent" and sure enough, it saved just fine.  So, two requests - short term and long term resolutions: 1. I'm concerned that the error message doesn't let a non-tech Gainsight admin fix the issue, which is very simple.  "Cannot use special characters in measure name" would get the job done, or better, "Cannot use % in measure name" (with the bad character filled in). 2. Why can't these characters be used in measure names? Did we just miss this character in development (I'm able to use a

Managing Contacts with Powerlists - How to send (or not send) Multiple emails to the same Contact in a PowerlistToday, JO will create a new record in a powerlist for any unique combination of tokens in your Powerlist criteria. You can add/remove tokens to help manage your use case.If you want to email the same contact once for every support case they’ve opened, you could use Support Case Number as a token, therefore creating a unique record - set of fields for every case that is closed. Three cases were opened by 1 contact, that contact will receive 3 unique emails.Vice Versa - If you do not want to send emails to these same contact more than once in a single outreach, review your tokens and be sure that the combination of all tokens is unique for each ContactID that is being added to your powerlist. The number of records in your powerlist will equal the number of emails sent in your outreach.*Many future enhancements are planned for JO. Keep an eye on release notes for any changes to

One major hang up we have is that JO communcations are not logged in Salesforce as an activity. In order for us to use JO, we will need this functionality.

I know this was posted customer facing, but wanted to expand internally. This is becoming a more frequent request. We really don't seem to have any way to close CTAs at a more discrete level than Customer & Reason. Meaning I need to create unique reason codes for any CTAs I may want to close through automation. We really only need an update on the CTA table. Could we leverage the "create CTA" UI and once we change the radial button to close, the same function happens with update rather than upsert? So then I could use up to 5 criteria to "update"/close CTA's? Would really expand automation we can do, and take out some of the busy work for CSM's.

Add the ability to export the list of contacts in a specified Power List. This would allow us to compare the lists in JO to our own reports. For example, we want to make sure that customers who are no longer active receive an email from a given outreach. We would easily be able to compare the list of contacts to a report of ours that lists only active customers.

I noticed that someone recently searched our support site for "download power lists" and "export power lists." While we don't have an explicit export option in CoPilot > Power Lists or Outreaches, I wondered if anyone has figured out a workaround, using Reports 2.0, or by somehow grabbing the list data from the pop-up windows in CoPilot? I also noticed that 9 months ago, a customer suggested this enhancement: https://community.gainsight.com/gainsight/topics/export-lists-of-contacts-in-power-lists

It would be nice to be able to have an internal survey engine that would allow admins to set up surveys that could be scheduled to go out and would appear in the Survey tab for users to complete (much like CTAs sitting in the Cockpit). We have an increasing need to have CSMs complete questions related to their accounts, and to track the responses to certain questions over time. The reporting that's available for when customer-facing surveys go out is great, so having those reporting capabilities to report back to executives on the status of accounts would be very beneficial for us, as we are currently doing this manually. 

There are situations where we want a task to happen within a precise period of time after a previous task (which did not have as precise of a target) to occur. For example, If a CSM is trying to have a meeting with a customer, the playbook may allow padding to for the CSM to align to the customer's schedule, so the task may be Assign Date + 30 Days.  But once that meeting has been completed and the task is closed, we want to make sure the CSM sends a follow up email within 2 days of when the meeting took place. Having the ability to tie the target due date of a task to it's predecessor would be very helpful and allow for both more flexibility and more control. 

Hi, I'm in Success, and one of the things we really wanted in a survey tool was the ability to categorize comments inside of the tool.  We feel the open box text questions give us the most valuable insight into our customer base. We take these comments and categorize them into root cause and area, like product section, slow support, awesome support, friendly/unfriendly sales, etc.   It would be very valuable to be able to tag comments with reasons in Gainsight, and then be able to track these over time, by customer segment, by MRR, etc.  In addition, we could create CTAs based on root cause (e.g. if we tag it as an issue with Support, create a CTA for the CSM to follow up with our Support Managers). Currently, we have to export survey results to Excel, and manually handle all of these, which is a cumbersome process and prevents us from trending it over time well and pulling such insights out. We would value a way to categorize comments in either a structured or unst

As the Email Logs table is stored in Mongo, we are unable to join this table to any others.  What a lot of our customers do is add columns to the table and populate them through Rules.  In Data Management, the Email Logs table is not editable it seems, so we aren't able to use the add fields option in the UI.  The column creation has to be done through Tenant Management. Is exposing this table to adding columns something we could implement?  Hubspot has asked about this multiple times as have other customers.  Thanks!

Customer would like the ability to receive currently weekly usage reports more "on-demand"; so would like the ability to request a usage report whenever they choose. 

We had a few people unsubscribe to a recent email. That's fine, but I recognized one of the companies and realized they were an inactive customer. I'd unsubscribe as well! We'll go back and double check our powerlists to make sure we filter for active customers only, but I think that should be a default filter that I need to disable, rather than one that the team needs to remember and explicitly remember. 

In the current set-up for Customer Success 360 there is a lot of wasted space, at least in my rendition of it. For example I have a table with 5 columns, and it spreads unnecessarily on an entire row. It would be great if I could place 2 or 3 sections next to each other when they don't need too much display space. I look at the Customer Success 360 as a dashboard, and the amount of scrolling I have to do is not a sign of a good dashboard.

Hello Everyone! Wanted to give everyone an update on some recent category changes here in the Community. You might notice that the "Cockpit/Copilot" category is gone. We have opted to separate it into two different categories. You can now find both the "Cockpit" and the "Copilot" categories, this will make it easier to find questions pertaining to one of the two categories as well as answers. As usual if you have any questions please let me know.

I love the global filters idea with the dashboards. It would be nice to be able to have two or three separate sections that you can then have global filters for each section in one dashboard.