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Customer Success (CS)

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  • 4,920 Topics
  • 15,550 Replies
4920 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

1420
sshroff
7 months ago
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aarias19Contributor ⭐️
asked in Customer Success (CS)
How to add giphy to email template

Hello! Anyone know how can I add a giphy/GIF to an email template (email will be sent via JO)- is it in the old version or new version? Thanks! 

121
dayn.johnson
11 hours ago
W
WavesightCSContributor ⭐️
asked in Customer Success (CS)
Reporting on GS item creation

We are in the process of getting everything in Gainsight created and part of our goals is the creation of Playbooks, Programs, Dashboards, and e-mail templates.  Is there a way to report on these items by creation and modification date?

70
W
14 hours ago
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to Notify CSMs of email outreaches without filling their inbox?

Hi,Im hoping someone might have found a creative way to solve this or there’s a feature I might be missing. I would like to notify our CSMs when an outreach goes out to their customers.  Options I’m aware of:Log to timeline. But that does require the CSM to keep checking the timeline.  Copy the CSM on the email in the JO. But if they have 30 customers and 10 contacts each, they will get 300 copied emails I believe. Any other options or creative ideas that some has tried? Thanks.  

12814
dayn.johnson
14 hours ago
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StacieContributor ⭐️
asked in Customer Success (CS)
How can I add and adjust spacing between an icon/image that is left of the text?

I am struggling with creating a customer email template design.The ask is simple, have an icon that has the same height as a couple lines of text. The icon is left of the text. I cannot get the spacing between the icon and text to adjust to be appealing.Here is an example. I want to move the text left. I’ve tried making the “image block” smaller yet it decreases the size of the icon. I want the icon to be the same size as the height of the text so that this template is visually appealing. For what seems like it would take a few minutes, a few hours later, I give up and seek help from this community.How can I accomplish this? Please note that I am not a coder.

303
dayn.johnson
16 hours ago
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Shilpa SContributor ⭐️
asked in Customer Success (CS)
Timeline Templates In the Object

Hello AllAs per the requirement we need data timeline template wise how many accounts are using that template and how many times has been used?  For Ex: If i have timeline template name “Cadence Call” is used in account X and its used 5 times till today,I need a report that X account used this template for 5 times. Is it possible?if yes in which object these template names are stored. Thank YouShilpa S

132
dayn.johnson
17 hours ago
T
taylorfrissContributor ⭐️⭐️
asked in Customer Success (CS)
Field Level Data Permissions

We would like the ability to control which fields users can view within certain objects to ensure they are only seeing data they need. This has implications for operational efficiencies and compliance. 

512
jordan_cook
1 day ago
M
ManoelContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Cockpit widget and Gainsight home showing different values.

Hi, folks!One of my CSM’s Home Page shows more open and overdue CTAs than he actually has on his cockpit.I tried checking the filters and went to the Home configuration but still couldn’t figure it out.Any insights? Thanks in advance!  

342
heather_hansen
1 day ago
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gabrielaarenasContributor ⭐️
asked in Customer Success (CS)
Round Robin CTA

I currently have a rule set up to round robin manual CTA’s and they are scheduled every 2 hours. Does the round robin reset and start at the beginning of the list every 2 hours or does the round robin pick up where it left off the last round ?

361
romihache
2 days ago
W
WavesightCSContributor ⭐️
asked in Customer Success (CS)
Reporting on Customers without goals

We have an internal KPI to have say 75% of our customers with goals.  so, in order to report on the KPI progress I am trying to create a report that shows the total number of customers and the number of customers that do not have a goal. Any ideas on how to create something like that?  

201
romihache
2 days ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Mass update CTA due date and snooze status/date

We have enterprise CSMs who manage multiple accounts, some with 100+ locations.  Each of the individual locations have CTAs specific to that location, but some times need to be updated in mass. My request is for the ability to mass update CTAs to change their due date or mass snooze CTAs for the same amount of time.

22717
P
3 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? 

14711
dayn.johnson
6 days ago
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speacherContributor ⭐️⭐️
asked in Customer Success (CS)
Troubleshooting Missing Salesforce Contacts

Where do I go to figure out why a specific contact from Salesforce has not been pulled into gainsight in order to log an activity on that contact?

334
S
7 days ago
TSeibert
TSeibertContributor ⭐️
asked in Customer Success (CS)
How can I track each time a specific link was clicked in an email?

We have an adoption campaign that contains several emails with links to different types of resources in single email (YouTube video, admin guide, blog, etc.). How can we track which links in a single email are receiving the most clicks. Would like to understand if videos are getting more clicks than the blog, contacts are going to admin guide, etc. Right now, I only see high-level reporting (total opens and click to opens), but not a breakdown of the actual link clicks in the email. 

151
R
7 days ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Default to Email Notification for All Users

Is there a way to bulk turn on email notifications for all users, so they have to actively turn it off rather than having to ask each user to go enable it themselves?Trevor

161
Mdsingh
7 days ago
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tim.carwheelContributor ⭐️⭐️
posted in Customer Success (CS)
Workday to Gainsight CS S3 Connection

For anyone working in Workday and having S3 Connection issues, FYI this might be helpful. After much trial and error (emphasis on the error piece), we learned that Workday's "Test Transport" functionality doesn't work for S3.  The following configuration is what did the trick for us:    Delivery Method:    Amazon Simple Storage        Bucket Name:     us2-prod-demotenantbucket        Region:    US West (Oregon)        File Name (path and file name):    system-defined/********-****-****-***********/MDA-Data-Ingest/input/[file_yyyy-mm-dd.csv] Thanks.

332
T
8 days ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Is there a way to count items selected within multi-select fields?

I’m trying to count the number of items selected within a multi-select picklist and basically assign a ‘score’ based on how many items are selected within a particular list. I was able to work through a few of these using a case expression, but anything with over 3 choices there are just too many options for this to be feasible. Is there another/better way to count the items selected so I can then SUM a group of fields together?

5088
aaronhatton
8 days ago
C
clingleyContributor ⭐️
asked in Customer Success (CS)
Log Activity via Microsoft Teams

Similar to the Gainsight and Zoom integration that allows you to log Activities directly to a customer from a Zoom Meeting, is there an integration like this with Microsoft Teams? 

131
Mdsingh
8 days ago
J
j2001797Contributor ⭐️
asked in Customer Success (CS)
Gainsight Assist: Same company name and no other identifiers

We are in the EdTech space where a lot of our customers (School districts) may have similar district names across the country. When logging an email using Gainsight Assist and I search for the company, let’s say Fayatte County where it is one of four in the country, it wont tell me which state. What ends up happening is that we have to guess and likely logging to the wrong company. Is there a workaround besides logging the email via Gainsight Timeline directly?

1557
Ritika Jindal
10 days ago
J
jberberichpaycorContributor ⭐️⭐️
asked in Customer Success (CS)
Gainsight Assist - Company/Client Options

Is there a way to differentiate between a Company and Child account when using Gainsight Assist in Outlook?Companies that have the same name as a Child account are not able to see which option to select to tie the email to the proper Company timeline. 

602
Ritika Jindal
10 days ago
Wes French
Wes FrenchContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Pooled CSM and logging emails to Timeline

Hello folks!We’re implementing a Pooled CSM model for a subset of our low-touch customers and we assumed that using a shared inbox in Outlook was the best approach for the Pooled CSM’s but I just learned that Outlook does not support Gainsight Assist for shared inboxes so I’m curious what other’s are doing? We set it up so that all Pooled customers have the same CSM user Id and the user email is the shared inbox email. Is this the typical approach? Thanks!

992
darkknight
11 days ago
Stuart
StuartHelper ⭐️⭐️
posted in Customer Success (CS)
Company Records Hygiene - Delete via API

Hey folks,I wanted to share my process for handling Company record deletes. Our internal processes mean that on a regular basis we have Accounts in Gainsight that are flagged for review; the Account no longer exists in the CRM and a decision has to be made on whether data exists on the Account record and so the Company/Relationship records require to be merged in CS, or whether a straight up delete can be actioned. I’m not a fan of deleting either in Data Management, or Customer Data > Company - I personally find the process a little clunky, and additionally a manual decision is required as to which records require to be deleted. I have a KPI widget powered by a DD dataset on an Admin dashboard that monitors records that exist in CS but not in the CRM. The drilldown includes:Company Name GSID Company Status Number of Relationships Number of Active Relationships Number of Active + Paid Relationships Count of Timeline ActivitiesGenerally, I find this information is sufficient to deter

110
Stuart
12 days ago
S
sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Close CTA irrespective of the success plan status

Hi Team,Customer is trying to auto-close CTA via rules. However, CTAs that are part of success plans are closed only if the success plan status is active. Can we have this limitation lifted? Feedback from customer:Although I was not looking whether it's a limitation documented or not but more emphasizing on if it's a limitation then why limitation is only applicable for auto closing this type of objective CTAs only via the rule why not on manually closing if the success plan is in draft state.If the behavior is corresponding to a Success Plan's draft state then it should be identical in all the places(manual or auto close).However if this behavior is only set for auto closing the CTAs then could please let me know if there's any way of lifting this limitation as it's clearly not adhering to better user experience of a product.Note, as of now in our case there are only few Success Plans but going forward if we come up having more number of Success Plans & that are in draft state the

120
S
12 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
New Settings button

I like how they bring the options to the front end 👌 

213
revote
13 days ago
sferrell
sferrellGainsight Employee ⭐️
posted in Customer Success (CS)
EdTech & Health Scoring During Summer Break - How to deal with "red" adoption scores when schools are not in session!

Hello EdTech Gainsight Community! 😎 I recently had a conversation with someone working in CS Ops at an EdTech customer of our’s. They asked a really important question: how do we avoid health scores dropping to red during the summer, when the adoption measure drops to zero?  I thought I’d share this out to the community to get feedback from others who’ve come across this challenge. If you have any ideas, please drop them in the comments below! 👇 Here are some initial ideas to get the conversation started:Pausing the adoption measure rule from June 1st - late August Adoption data will essentially “freeze” to reflect usage at the end of May from June to late August In late August, when school is back in session, rule can start running again to pull new usage data Change the logic of the adoption measures to look at year over year usage averages for each month  Adoption measure score is based on the % change from last years usage to this year’s usage Red-Yellow-Green scoring is entir

1222
talexis
14 days ago

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