Customer Success (CS)

Hi everyone, new GS learner here. I am trying to log a manual timeline activity and it shows there after I hit ‘Log Activity’, but then when I refresh the record, or close out of it and come back in, the activity is gone. I tried it on different accounts and same thing. Any idea?

Need an option to delete the Inactive dropdown values, Which is becoming an issue when we are filtering the dropdown column in the reports results in showing inactive values

Hello Community,  Currently on my 3rd implementation with Gainsight but never used Teams for call recording to be integrated with GS caller intelligence into timeline/ Staircase. (previous integrations have been with Gong).  Has anyone found a way to have Teams calls configured to automatically record all CSM calls like you can with Gong, Clari, ect?  Our IT admin says Microsoft changed their policy and doesn’t allow this set up.   Can anyone confirm or provide more info here?

Hello,  Does anyone experience issues with sharing associated Goals from a Success Plan through the Spaces functionality? When we access it from the customer view, the customer is not able to see the Goals linked to the Success Plan. How can this be resolved?Thank you!   

Hello, I am hoping to add a hyperlink to the SFDC Account object within the C360. Does anyone know if there is an OOB solution to this? Thank you, Andy 

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Hi Team,We have customized GS home page and in My Portfolio data is sorted by company names(Default). Is it possible to sort the data by other fields from the admin side so that end user need not sort every time when they login?

Hello! Someone on my team really needs Dark Mode, and unfortunately the browser extension he uses crashes Gainsight after 5-15 minutes of a window being open… his list of extensions and mine are pretty close, so I thought I would ask here if anyone is successfully using a Dark Mode extension with Gainsight, ideally using Chrome browser. Ideally someday Gainsight will solve this in the product, but I see it has been an open request for six years so that seems unlikely any time soon. Thanks in advance! Dave 

I used to use “greater than “as a parameter to filter the template model that participants in my program would receive.This option is not available in the new editor. Have you encountered the same problem? How do you recommend I proceed?

We are launching to a new CS team soon, and we would like to update a large number of “people” in P360 that in our previous solution were marked as at risk.I know that in P360 you can create an Activity related to the contact and mark the “at risk” checkbox.Is there a way to do the update more at once?Note: right now no contact in P360 has any activities created yet. 

Hi, we have created an S3 bucket for Gainsight following the setup tutorial, and we're now trying to connect it to Fivetran. However, we’re getting a 403 access denied error (see image) when testing the connection.The issue is that I don't have visibility or access to modify the S3 bucket permissions myself. Could someone help troubleshoot this?Thanks.

Is there any recommendation from Gainsight how to manage these considering we only are allowed one key at a time, and users change like all the time?

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?

コックピットの設定でレポートカテゴリーの追加方法がわかりませんマニュアルには、カスタムで追加できるような記載がありますが設定画面上で見つけられず教えていただきたいです参照マニュアル：https://support.gainsight.com/gainsight_nxt/04Cockpit_and_Playbooks/00Cockpit_Horizon_Experience/Admin_Guides/Configure_General_Settings_and_Reporting_Categories  I don't know how to add report categories in Cockpit settings. The manual states that they can be added custom, but I cannot find it on the settings screen and would like to ask for guidance. Reference manual:  https://support.gainsight.com/gainsight

Hi - Interested in Looker as an integration. Is this currently supported? If so, anyone have experience they can share? Thanks!

Our support team has recently migrated to using Jira Service Management for handling support ticket. To continue offering a view into support tickets for our CSMs, I have set up a connection to our Jira instance and I’m now able to pull all tickets from the Support project.However, I’m currently struggling to link the tickets to the appropriate Company/Relationship in Gainsight. In Jira, tickets are linked Organizations, which would map to our Relationships. The only potentially related field I find on the Incident and Project objects in Gainsight seems to be fields.reporter.accountId but I cannot see the long hashes I get from that field on the Organization page (let alone produce a list of Organizations with their related accountID).Has anyone else synced Jira support tickets to Gainsight? If so, how are you linking tickets to the appropriate Company or Relationship?

We have the integration between our community and Gainsight CS in place, but I’m getting a bit lost in all the objects available. Does any one of those contain the views of custom pages?

I’m trying to get a PX engagement triggered from Journey Orchestrator. From the support documentation (isn’t there one for the new programs?), I learned the following:Only the company and relationship persons with a valid PX user ID can be added to a Program with at least one engagement step. The participants are moved to failed participants category if the above condition is not met with an error stating Invalid PX user id. I see this behavior confirmed in my test, so I’d like to learn more about how this check is performed. What field on the Relationship/Company Person is used in JO as the PX user ID? Is it auto-populated from the PX connector? And if so, can we overwrite it to fix wrongly coupled contacts?

I use the Config Snapshot feature frequently and it's a great start but isn't comprehensive.  For instance, I just did a snapshot for a customer and it only includes Custom Rules, Outreach, Power List, Objects List and Fields List. Could this feature be enhanced to include these important elements as well? - Bionic Rules - Measures - Scorecards - Reports - Dashboards - UI Views - CTA settings - S3 data ingest jobs Today I start with a snapshot and then have to assemble the missing pieces manually which takes quite a bit of time. Thanks for your consideration!

Hi Team,We need 'Azure Data factory' connector for the upcoming requirement to simply our data architecture in Gainsight. Could you please help us when it will be available in Gainsight. Thank you,Badari

Hi everyone,I’m new to Customer Success and excited to learn from this community.I’m currently studying CS Ops and Digital CS, and my goal is to grow into a strong CS professional.Looking forward to connecting with you all!HongPhuong Le

Hi there, Writing to request the “non-whitelisted IPs” that SFDC detected (referenced below from your FAQs section), so our systems and securities teams can filter them in our audit logs? “Salesforce detected API calls using the Gainsight Connected App coming from non-whitelisted IP’s” Many thanks,  Bridget

I’m using Advanced JO to do a multi-step program. I’d like to redrop the first email if it’s unopened within 5 days. However, I’m finding that Opened and Unopened are not available as Outcomes when you are tracking links within the email.  Is it possible to enable link tracking in an email and have the Advanced JO program show  the Outcome of Opened and Unopened instead of Link Clicked & Link Not Clicked? The only way I can see the option for Opened and Unopened is to turn off link tracking in the email, but then I can’t track engagement with the email. Is anyone one else running into this issue, and if yes, what are you doing as a workaround?

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