Customer Success (CS)

I’ve been thinking about how I can do this, but am coming up short. In a simple example, this is what the data looks like:ID1 / String1ID1 / String2ID2 / String3ID2/ String4ID2 / String5The end result of my data design is that I want to concat all the strings for each ID like thisID1 / String1 String2ID2 / String3 String4 String5Can anyone help me think of a way to accomplish this? Thanks!

Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png​ Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario.  Thanks for your consideration.  Logan Thome

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

Anyone else seeing issues with the Gainsight Assist Chrome plug in/app?  Our CSM’s cannot connect their emails-it’s either not working at all, or it appears like it’s working for sending an email the first time, but it’s not appearing after that for any replies to emails.  Submitted a support ticket, but looking for more info to help my team. Not having emails go to the timeline is a big issue for us.

Curious if I am just missing it or if there is no way to report on it today, but I would like to use the Associated Persons linked to a CTA in order to drive automation.   These were available in SFDC edition and I assumed the functionality would be replicated in Gainsight NXT.  

Two Chances to See AI in Action: Join Our CS Demo Day We’re hosting not one, but two Demo Day sessions to make sure everyone gets a front-row seat to the latest in AI-powered Customer Success. Whether you join us on November 5 or November 6, you’ll get the same live walkthrough of how Gainsight CS and Staircase AI are transforming customer signals into retention and expansion, automatically. What You’ll See: Live demo of how Staircase AI captures sentiment, relationships, and upsell signals How these insights flow into Gainsight CS workflows to drive renewal plays and growth Real use cases showing how AI turns hidden risk into real action without adding headcount Why Attend?If you’ve ever missed a churn risk hiding in an email or wished your team could catch expansion cues faster, this session is for you. You’ll walk away with: AI-powered workflows that eliminate manual digging Real-time alerts that help your team act fast on risk or opportunity A playbook for scalable, CS-led

Does anyone have a target for how many Timeline entries should come from the Outlook plugin versus being created directly in Gainsight? Year to date, 66% of CSM entries have come from the Outlook plugin which seems high given our CSMs are only logging in on average 13 times a month.

We just stood up AI Follow-Up (MS Teams), and the question came up if the customer doesn’t agree to having the meeting recorded, but is fine with transcript enabled only, can AI Follow Up still generate a summary? I see the documentation mentions both recording AND transcript enabled have to be in place for it to generate a summary, however wanted to get a 2nd opinion in case there has been any patches or updates made since the documentation was published. If it still needs to be both, if only transcripts are passed to the AI model why does it need to have both enabled?

I'm looking for approaches to objectively test whether our customer health score is actually predictive and effective.  We've built out our scoring model, but I want to move beyond gut-feel validation and use data to verify it's working.  Does anyone have any experience or recommendations in this area?

We have recently set up the ServiceNow connector and I am finding out that it’s much more complicated than Salesforce to map and create hyperlinks in reports.  I’m looking for someone with some experience to solve for creating a hyperlink into our ServiceNow Gainsight reports that will allow the user to click to be taken to the ServiceNow Case external page.  I have the Concat formula method for Salesforce but the issue we are running into with Service now is the link changes based on the type of case created (Support, Finance, Service, etc.).  I don’t see a way to create logic in the formula to change part of the hyperlink based on the first 3 letters of the case number.  Examples:  https://support.company.com/now/sow/record/sn_customerservice_support/Case [Source ID]https://support.company.com/now/sow/record/incident/Case [Source ID]https://support.company.com/now/sow/record/sn_customerservice_finance/Case [Source ID] Case Link – I need to Concat these parts to build a hyperlink: &lt

Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would b

Hi Everyone! I am curious if anyone has completed an integration with Qualtrics to pull in survey data, detractor cases, and other data? If so, I would also be interested to know if you made a direct connection or used third party middleware. Our use case is one where a different team manages Qualtrics, and we simple want to start by bringing the data into Gainsight so we can add automated health score metrics. Once that is done we will look at further use cases. Any information would be very appreciated!

We are working on a program that would nudge new users to complete our certification courses in CE. I’ve created a query that will check their status and show them a PX engagement. Our goal is that we would like to send them a second nudge via email N days later if they have still not completed their certification. I added a delay step followed by an evaluate step that includes Course Name and Course Completion. My question is: Will this evaluate step look at the live data after the 30 days (so picking up if they completed the course in that time) or will it evaluate using the same criteria the user was qualified with in the first step? I don’t know if I need to do a second JO for the email so it evaluates every after N days.   

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

Hi Team, I understand what the viewer permission set is designed for, and we use it for our Sales team. The issue users are facing, is that there has been some confusion with SFDC Admins who have to assign these permission sets and if someone needs the Gainsight Standard permission set they're actually assigning ALL of them. If the highest most permissions (Gainsight Standard) would take precedence it wouldn't be an issue. What they’ve noticed, is that if multiple permission sets are applied they get some of the Gainsight Standard access (can view the C360, etc) but certain features are limited (like closing out CTAs). They’re able to fix by removing the viewer permission sets leaving just Gainsight Standard.  It happens most often for a users if a user moves from a role that previously only had Viewer access, but now needs Standard access. The new permission set is getting added, but unless they explicitly ask, the viewer permission set is not being removed. Please share your thoughts

I am trying to re-establish our timeline to SF activity sync. This is currently set up to sync to Salesforce Events but the sync is throwing errors because the timeline entries have no duration. We do not (and will not) require that CSMs add a duration or end time for all timeline entries. Gainsight Support says there is no way to automate a work-around to this. Does anyone have a creative solution? Are you logging to Salesforce Tasks instead, even if timeline entries are not actually “tasks”? 

This is a question for Gainsight that might get converted to a request/idea. @anirbandutta can you help direct this? Context: If you've turned on Associated Records for timeline entries, your global timeline, and personal timeline in GS Home, will only show your original entries. You won't know if you've associated it elsewhere without clicking into it. My questions are:  Was this intentional? Are there any plans to incorporate associated records to the OOB Timeline displays, or a way for admins to show them? Or is it just a feature request? 

We are launching Spaces soon and have a couple of questions:Customer Logo in Spaces - How does a customer upload a logo? I have uploaded our logo but am not able to view it in preview mode or see how a customer will update their logo. Customize Spaces Header - Will their be a way to standardize a Welcome Header for our CSMs to modify versus creating from scratch every time?Will the documents feature be accessible in Spaces? When will the Customer Goals and Metrics be accessible in Spaces?

Does the Links clicked use an OR condition or an AND condition on the links. So if I enter multiple links, do all of them have to be clicked or any of them?  If it’s AND, how do I implement an OR

100 percent of the time if i try to build an email template, the preview comes out fine but the actual test email that gets sent the formatting is all off, Fonts, Sizes, Spacing, text colors… nothing matches what i actually designed. Will the template editor ever get fixed?

I am trying to leverage an Advanced Formula in Data Management and where I have successfully used them before for IF-THEN-ELSE type scenarios, does anyone know if you can do IF-THEN-ELSIF-THEN-ELSE type scenarios? I tried  case when (X < Y and X is not null) then 0 else (X > Y and X < Z) then 50 else (X > Z) 100 end That didn't work (neither did removing the brackets) so I'm thinking either my syntax is bad or this is not possible.  Any feedback?

Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A

I’m curious as to how teams are leveraging Copilot to support their Customer Success organization.I would also love to hear from the product team as to what the direction of the feature is and what enhancements we can expect. We have a pilot group of Customer Success Managers who find it very challenging to use because the prompts need to be so specific and compared to other AI out there it doesn’t seem like the most user friendly...Below is some feedback from our team: “I noticed you have to be a bit careful with how you ask it things. It's not as "easy" as Chatgpt or Gemini where it tries to find the closest thing to what you asked "intuitively." For example, when asked "What are the main risks noted for [Company Name]?" it acted as if that account is non-existent. However, when I used the same language Co-Pilot had used in a previous question in the same chat, it worked. Moreover, it was then able to give me suggestions and recommendations to take based on the data it retrieved, whi