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Customer Success (CS)

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  • 4,867 Topics
  • 15,357 Replies
4867 Topics
sshroff
sshroffGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Important: Horizon Rules Migration Update

Hello, We'd like to inform you of the details of the deprecation of Bionic Rules/ auto-migration of Horizon Rules.Horizon Rules comes with an enriched visual experience making it easier for Admins to build and understand rules. In addition to the enhanced user experience, key benefits include:Enhanced Data Preparation experience and Single Object Flow  Enhancements to Action Setup Ability to update CTA & Success Plans via Rules Enhanced field mapping experience Visual Execution history including enhanced logsAs we approach the migration, we suggest considering the following steps if you haven't already done so:Review and remove any rules that are no longer necessary, including unscheduled, active, and inactive ones. Keep manually migrating and validating your rules to ensure a smooth transition.Need-To-Know Migration DetailsTiming The migration of Horizon Rules is set to begin the first week of June 2024. The migration process will be carried out in phases with the goal of completi

0
sshroff
4 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
CC+CS Integration FAQs

Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below.What are the high-level benefits of a CC+CS integration?It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform. It gives CSMs valuable and actionable insights into their clients’ Community usage. It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product.How does a client set up the Community Connector?You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector.How do we map the Community data to the data in CS?This relies on the Community User Email Address. In order to

8
ElleShutty
2 days ago
HenryHace
HenryHaceContributor ⭐️
asked in Customer Success (CS)
Anyway to Mass Assign People to Dashboards?

We have a TON of people in Gainsight which results in lots of dashboards. Is there any way to assign a list of people to a dashboard without manually assigning them one by one? 

0
HenryHace
2 days ago
K
kenaponteExplorer ⭐️
asked in Customer Success (CS)
Trigger manual NPS survey

Gainsight is great in its ability to schedule NPS surveys on a host of criteria, but do we have the ability to trigger a survey manually?Use case: I’d like to send all QBR participants an NPS Survey after the QBR is executed. Can we trigger the survey after I close an ‘Send NPS’ task in the QBR CTA? or when I close the CTA itself? Some other mechanism?I know this isn’t standard behavior when executing an NPS program.

1
ckeyes_bmc
2 days ago
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Email template is stripping preheader (and other code)

When I paste a full HTML email (doctype, CSS, etc) into the WYSIWYG, everything looks fine. But a test send did not show a preheader in the inbox preview and when I return to the template, everything above the first table is stripped. Including a preheader is a basic email best practice. How can this be included, and why is so much of the code being stripped when Gainsight's own best practices dictate to use doctype? Is there something else that needs to be specified? Thanks!

11
dayn.johnson
2 days ago
S
sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Separate Admin section for Success Plan CTAs

Ability to have Custom Admin Section for CTAs that are displayed in Cockpit section of Success Plan. Hi Team,Customer is looking to have only CTA Views pertaining to Cockpit section of success Plan being displayed when CTAs of success plan are viewed. As of now, we have all CTA views visible that are created in Cockpit’s Administrative page. Please have a look at the following recording. https://share.zight.com/qGunNWY1

0
S
2 days ago
L
lira.bExplorer ⭐️
asked in Customer Success (CS)
Am I able to add a Preheader Text to Email Template?

I would like to include a Preheader Text in my email template but I do not see an option for this. I am not qualified in using the code option. Any help would be appreciated. Thanks,Lira

1
dayn.johnson
2 days ago
mradford
mradfordContributor ⭐️⭐️
asked in Customer Success (CS)
Dynamic JO Sync Issue when using Query Builder Source

I am finding that the new Dynamic JO for Advanced Programs is not syncing properly after I make changes to the Query. I change the Query, Save and Sync, then review data but I still see values from prior iteration of the query changes and result set that says there is 2630 records. Even if I select Sync All, I do not see a new full replacement sync of the result set.I end up having to go into Advanced Settings, and changing the Uniqueness criteria, syncing again, then changing the uniqueness back to what it was to get a full reset of the Sync. which results in 1209 records.  Before I enter this as a bug, is there something I am missing on how to force a full replacement sync? 

1
ckeyes_bmc
2 days ago
O
olivasmithContributor ⭐️⭐️
asked in Customer Success (CS)
Seeking Guidence To Visualize Complex Data Trends and Integrate Them with Gainsight

Hey everyone!I am working on a project where I need to visualize some pretty complex data trends and ensure that the insights are integrated seamlessly with Gainsight. The goal is to make the data not only understandable but actionable for our customer success team and stakeholders.For those of you who’ve worked with intricate datasets, what types of visualizations have you found most effective in presenting large sets of data in a clear, insightful way? I am also curious if anyone has tips on building dashboards or custom visuals that align with the data-driven processes in Gainsight. I have been through these resources/articles https://www.gainsight.com/blog/gainsight-data-architecture-explained/ Power BI Architecture, however, they are quite useful but I wanted to learn more from community members.Additionally, how are you using Gainsight’s integration capabilities to ensure that these insights are directly connected to customer health, renewals, or proactive outreach? Any best prac

0
O
3 days ago
HenryHace
HenryHaceContributor ⭐️
asked in Customer Success (CS)
Any way to load Gainsight faster?

We have noticed significant increase in load times since the August UI update but have always had complaints from CSMs regarding time it takes to load dashboards/reports, filters not applying on first time, and more. Any ideas on how we can reduce load times? We have been coaching clearing cookies, resetting dashboards etc. but starting to get to a point where people are pretty frustrated. 

2
HenryHace
3 days ago
O
olivasmithContributor ⭐️⭐️
asked in Customer Success (CS)
Want To Learn Product Experience & Customer Success

Hi, I am new to Gainsight and want to learn more about the product (Product Experience & Customer Success). As I am working on my project as it has a lot of customers so I wanted to automate various things. Could you please share any guide/document so I can go through. Thanks

5
O
4 days ago
H
HarkContributor ⭐️
asked in Customer Success (CS)
Triggering a CTA

Hi, new to Gainsight but am I able to trigger a CTA from a change in the value of a field? Use Case: If the value in the Stage field on a Company is changed from Implementing to Go-live can this create a CTA for the CSM advising them of the go-live and to use the associate playbook to on-board them to Customer Success.Thanks in advance.Hark

4
H
4 days ago
markglenwalker
markglenwalkerHelper ⭐️
asked in Customer Success (CS)
Workaround for sending Email to Company Persons on Relationship Type CTA Email?

Does anyone have a good workaround for pulling in Company Persons into the “To” field for reps to search company persons when sending Emails from Relationship Type CTA Email Tasks?

3
markglenwalker
4 days ago
D
dsreedharContributor ⭐️
asked in Customer Success (CS)
Co-authoring Meeting Notes in Gainsight: Native Feature or Third-Party Tool Integration?

Is there a way for both CSMs and TAMs to co-author meeting notes in Gainsight during customer meetings, similar to how it's done in Google Docs or Microsoft OneNote? If not, are there plans to introduce this feature in the future? Additionally, are there any third-party tools that can be integrated or explored for this functionality?

0
D
4 days ago
bradley
bradleyExpert ⭐️
posted in Customer Success (CS)
How to Get the URL of a Rule

I recently came across needing to do this and for whatever reasons conventional means failed me, until repeating something I had tried before inexplicably did what I needed it to. So, to hopefully save others some grief in case just copying the URL after you’ve clicked on a rule doesn’t work, here you go:Note: This pertains to NXT users who login via SFDC. Base URL:YOUR_DOMAIN--jbcxm.vf.force.com/apex/GainsightNXT#rulesmanager%23%2Frule%2Fedit%2FRULE_ID%2Fdetails(I omitted the https part so this didn’t turn into a URL, but don’t forget it) Replace the bold, italicized and underlined text:Your_Domain: with whatever your SFDC domain happens to be.Rule_ID: This is the ID of the rule itself Finding the Rule ID: Run the rule successfully at least one time Look for the execution history Open the logs for a given execution of the rule Find the penultimate log that should start with “Execution started for Rule : …”. The rule ID will be in [brackets] This should take you to the Rule detai

4
bradley
5 days ago
S
Samartha B SExplorer ⭐️
asked in Customer Success (CS)
Autorefresh for AI Cheat sheets

I see that we have Automated Refresh for AI cheat sheets released recently. When we say automated refresh, can the Admins set the schedule upon which the refresh happens. Or is the schedule the same for everybody globally?

1
bradley
6 days ago
B
btakmajianGainsight Employee ⭐️
asked in Customer Success (CS)
Login to US2 Tenants From Gainsight.com

When attempting to use the Login to Gainsight CS option on Gainsight.com, it does not allow you to choose which Data Center your tenant is on. This is not in line with some of our other login screens. For example, the Assist Plugin login allows you to select the data center, and routes you to the appropriate URL for you to successfully login to your tenant.  You can use different links to the other data centers, i.e. auth.us2.gainsightcloud.com or auth.eu.gainsight.com. However, these are not accessible through the main Gainsight website.  

1
C
6 days ago
iainr
iainrContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How does timeline search logic work?

Is there any support for advanced search logic in the timeline search field?I’ve just been trying it out, and it seems that the search string published and the string “published” both return the exact same results - i.e. they will return results which are not exact matches. In this example I am getting results for publisher and other variations.In this case I want to search specifically for the word published and only return exact matches. Is there a way of doing that in the timeline search currently. Normal search syntax would be to use “ “ around your search term for exact matches, but this doesn’t seem to be respected in Gainsight

4
heather_hansen
6 days ago
C
cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
WHY ARE THERE HARDLY ANY GAINSIGHT ADMIN JOBS BEING POSTED?

IVE BEEN TRYING TI FIND A NEW ROLE AND HAVE BEEN SEARCHING FOR A COUPLE MONTHS. THERE ARE RARELY ANY JOBS BEING POSTED. HOW AM I SUPPOSED TO CONTINUE AND GROW MY CAREER WHEN THERE ARENT ANY JOBS AVAILABLE IN MY FIELD? CAN ANYBODY PLEASE HELP ME OUT.  

2
romihache
6 days ago
gopal_rao_kallepu
gopal_rao_kallepuHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
How can Gainsight improve the Global search

We are interested in your feedback We are currently working on improving the Gainsight Global Search, we want to improve the user experience around global search. A couple of the things we are already considering includeAdministration - Supporting filters in the search configuration. These filters help admins restrict in-active and non-relevant records from appearing in search results. (here) Recent searches - Showing the recent searches to users. (here)Few inputs that would help me here areWhat are the top 2 challenges you face with global search today ? What can we improve to make it easier for you to find the desired Company/Relationship record ? What other entities do you want to search using Global search ?Also any other thoughts or ideas that you may have to improve the Global search would be super helpful.Thank you all for your wonderful ideas.Gopal

31
G
9 days ago
trevor_shand
trevor_shandContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Get User ID from Activity Timeline

We are looking to build a timeline entry that triggers a CTA. The idea is, CSM 1 is transferring an account to CSM2. What we’d like to do is have CSM 1 create a timeline entry and put CSM 2 on the timeline entry somewhere. Then we have a rule to go grab that timeline entry and trigger a CTA with CSM 2 as the owner. We can do this if we add a text field, then CSM 1 adds CSM 2’s name exactly correct, then in the rule we join activity timeline to user for the ID which we can then assign as the owner. But text fields are not real reliable. We can also use internal attendees, having CSM 1 put CSM 2 in the internal attendee field, which is a look up, thus eliminates the chance of a misspelling, but it is still a text feed join, and it can get messed up if CSM 1 outs in say their name as well as CSM 2’s name. Thoughts on how we can get a user lookup field attached to a timeline entry?

2
alizee
9 days ago
D
DesmaContributor ⭐️
posted in Customer Success (CS)
Looking for some advice on NPS how and are you weighting your results or are you using raw score? Any advice welcome

Hi 👋🏻I’m looking for advice as we have historically always weighted our NPS but we haven’t reached out and looked into other options for a good few years. I would love to hear how and if you are doing this or should we move towards reporting on raw scores? 

0
D
10 days ago
Stuart
StuartHelper ⭐️⭐️
asked in Customer Success (CS)
CS Report Builder - Percentages on Aggregated fields

Hey Folks 👋🏼, I’m a newcomer to Gainsight, and after completing the Associate Admin training for CS I’m looking to understand a bit more about the capabilities in Report builder. We have an Object with a field that can contain a value of true or false. Multiple records in the object can are associated with each company.Ideally, we’re looking to create a Report that shows the % of false records per account, versus the total number of records for the account. Currently, I’ve used a combination of filtering on the true/false field, and aggregation to make a COUNT of the false records.  The roadblock I’m encountering is converting the COUNT value for each Account into a percentage of the total # records for each Account. My inital thought was to use a formula field, however from what I understand this would only work on a record-level, creating a new field on each record, as opposed to being able to compute on the ‘roll-up’ COUNT values. I’ve checked the Knowledge Articles Advanced Repor

5
P
11 days ago
M
MarkusHelper ⭐️
asked in Customer Success (CS)
Can't see Success Plans under Administration > Success Plans

Hi there!I’m trying to manage Success Plans in our CS instance under Administration > Success Plans. While the page shows me the number of active, inactive etc. Success Plans, the rest of the page is completely empty and I cannot select any Success Plan. As far as I can tell, no filters are enabled, and I am Super Admin.Anyone knows what might be causing this?

4
M
13 days ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Objective Order on Success Plan Template

I love that you can add a template to Success Plans, however I am having a few issues.  When I add objectives to the Success Plan Template the order is different when the CSM applies the template.  Is there a way to make Success Plan Templates editable like playbooks where you can move the order of the objectives around and then they show up in that order for the CSM?  Right now I keep battling with the template by adding and deleting tasks to get them in the order I want, and then for some reason they still show up in a different order when applied to the Success Plan.  

10
A
13 days ago

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