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Customer Success (CS)

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4886 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
5 months ago
andreammelde
andreammeldeHelper ⭐️⭐️
posted in Customer Success (CS)
Customer Goals - Road Blocks to Switching from Success Plans

Want to start a thread on the road blocks of standing up customer goals in scalable way. Many of these were discussed in Beta but not updated in the GA release. Would like to know if anyone else is experiencing difficulties while trying to put together a POC for their leadership team Limited to using APIs for updates and creations via rules engine. IE this means you need to have an admin that is comfortable enough with APIs to help your team maintain the Customer Goals. Would be better to have a rule action Unable to limit display field editability Cannot associate to a relationship from the C360 (like you can with other functions like Success Plans). Makes CSMs have multiple paths to create the same thing Unable to require fields at “close” (see point below about “closed” identification”. Additionally, you can only require fields at the data management level which means if you add a field after records are created you cannot require that field. So flexibility to alter your layout is l

25
AshutoshSingh
1 hour ago
shayerisen
shayerisenGainsight Employee ⭐️
posted in Customer Success (CS)
Upcoming Gainsight CS October 2024 Release Sneak Peek!

Hello Everyone,This is to inform you that for the Q3, October release, there will not be an Early Access to Release Notes document available. Here is a high-level list of tentative items you can expect in the Q3 Gainsight CS release:Scorecard Optimizer - Improvements to Setup and Model Results*  – We understand that optimizing scorecards is a challenge for many customers, as assessing their effectiveness and choosing the right weights and thresholds requires complex data analysis. This makes it difficult to predict churn and expansion accurately, which is crucial for efficient Customer Success operations. *Please note the Scorecard Optimizer enhancements are no longer going as part of the October Release.                                                                   Timeline: Calendar Context Resolution Update: While customers have made great use of the Calendar integration for creating activities, some have encountered challenges with contact data not being consistently accurate.

7
jparker
3 hours ago
J
jjarvisHelper ⭐️
asked in Customer Success (CS)
Drop Down Lists in scorecard widget report

Hi, I have a Scorecard mass edit report that has some MDA dropdown lists.  It would be useful if there was an inline filter on this field type. Thanks, 

0
J
6 hours ago
M
MaheshContributor ⭐️
asked in Customer Success (CS)
GainsightNXT (CS) Export difficult to determine failed records

In Gainsight NXT Company object, when I send a request to insert the records, I am getting the response in the jumbled order, in that case, how can I determine which record is inserted or not,When insertion fails, error response is vague, where it returns failed field details without gsId or any other unique ID making it difficult to determine which record failed. in case there duplicate failed records. (same error) (This is batch export each consisting of multiple records)"errors": [                        {                            "errorMessage": "Invalid/Inactive value provided for picklist.",                            "errorCode": "GSOBJ_1012",                            "fieldName": "Stage",                            "invalidValue": [                                "SomeStage Invalid Value "                            ]                        }”,

3
M
10 hours ago
J
jenhermsContributor ⭐️
asked in Customer Success (CS)
Link Tracking and Outcomes in Advanced JO

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?

1
Jagari Das
17 hours ago
G
gabrielaarenasContributor ⭐️
asked in Customer Success (CS)
Best practice Reassign CTA's when a CSM is no longer an employee

I had 2 CSM’s who are no longer with the company so their book of business was reassigned to new CSM’s. The CTA’s are still in the old CSM’s name, what is the most efficient way to reassign their CTA’s to the new account owners?

1
pveeravelli
18 hours ago
nrnkumar
nrnkumarGainsight Employee ⭐️
asked in Customer Success (CS)
Implementation of gainsight widgets using AURA components or LWC components in Salesforce

Hello Team,As currently salesforce is planning to deprecate the VF page and migrate lightning Aura or LWC components in salesforce in the near future and no deadline is provided. Now Gainsight currently support only the VF page and components to embed the Gainsight widgets in salesforce. Please find the support article which is used to currently set up VF code in salesforce:https://support.gainsight.com/Gainsight_NXT/Team_View/Admin_Guides/Configure_Gainsight_NXT_Custom_Widgets Could you kindly let us if Gainsight has plans to incorporate Gainsight Widgets in Salesforce using Aura or LWC components? 

3
pgeorge
1 day 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? 

9
revathimenon
1 day ago
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Scheduled Monthly JO using CSV ?

Hi,Does anyone know if there is a way to schedule a Journey Orchestrator outreach monthly, using a csv file. When we add the csv file, we no longer get the Schedule option. Is there a way to do this differently? 

3
mradford
1 day ago
T
TreeMaine09Gainsight Employee ⭐️
asked in Customer Success (CS)
Questions on Capabilities in Inline Editing

From customer:  EXAMPLE: we have an attribute field called sub onboarding type, there has been cases where we need to do manual updates. In this example, it would be in relationship R360 under one of the tabs. In GS knowledgebase, it references being able to mass edit in My portfolio, however, the needed field are not able to be brought in this pre-build widget. So we are trying to find a better way to do inline editing for objective that’s high volumn. It is often very time consuming to click in each customer, then relationship, then the attribute type for each customer to make this update. Is there a better way to make this update without using rules or automation?

1
bradley
1 day ago
S
sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Success Plan export

I was working on my XYZ success plan and decided to export it so I can see how it looked. I always share my screen during my meeting and work that way, but wanted to share something on my email and was hoping with the recent release maybe this feature had been improved. Well it exports all CTAs and Tasks, not just for the success plan you are on. Well and after further looking, it isn't even success plans it is just CTAs. You used to be able to export the success plan. If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way those show up are if you are on the Main Cockpit off of the menu.Here is an example. I am trying to export my plan for XYZ - It doesn't list them at all. Would be nice to have a more user friendly way to export Success Plans so you can email them as updates or use in presentations. I share my success plans with my customers and they can add comments and updates but it would be great to have a friendly output. Here is a scr

0
S
2 days ago
AlexaRubin
AlexaRubinContributor ⭐️
asked in Customer Success (CS)
New Home Page: cannot unlink Portfolio and Cockpit

It seems that once we updated to the new Home Page layout we can no longer separate our Portfolio view from our tasks lists (cockpit view).  These are two completely separate widgets for our team, and have completely different use cases that make them important to be visible in separate areas.  I was super disappointed to hear there was no way to split them.  Tasks are now completely hidden within the home page. CTAs can be within the Summary Banner but again, our team relies on the tasks due that day/week and not the main CTA due dates.  Has anyone else found a workaround?

4
BVirodhula
3 days ago
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Best Practice on Deleting Jo Programs/Emails and cleaning up folders

Hi,There doesn’t seem to be a way to exclude completed JOs and Emails from the All  folder list. This ends up causing a lot of mess. I understand that we can drill down to folders and select program status. What would be a best practice on cleaning up completed emails and JOs?  I’ve been placing them in Archived folders, but they still show up in the main All folders. 

5
dayn.johnson
3 days ago
S
spd24Contributor ⭐️
asked in Customer Success (CS)
Best segment filters for targeting mid contract date of customers

I’m looking for a good filter set in a segment to pull in customers that are 5-6 months into a 1 year contract. I seem to have good current contract start date data and renewal date data. I can filter based on 1-year agreements. It’s the > = < and span logic that is challenging me at the moment around the start and renewal dates. I think I’m getting caught up on the ‘span of’ concept. 

3
dayn.johnson
4 days ago
R
ransteyContributor ⭐️
asked in Customer Success (CS)
@mention in a timeline API insert

Hi,Is there any way to code an @mention into the message added to a timeline entry via the API ?Many thanks.

1
jason_metzler
6 days ago
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Best Practices on JO and Email Naming Conventions

Hi,Wondering what JO naming conventions others have been using that work well for you, Im currently revisiting ours.  We typically use:Product Name: CSM Type Outreach Description Geo/Market 

5
dayn.johnson
6 days ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Lookup on dataset created from data designer?

I have created a dataset from data designer with it to be permanent and update daily. I want to add to a dashboard and have a global filter applied from the Company object since the other reports on the dashboard pull from that object. Is this possible?

18
cmultanen
6 days ago
D
Daryl PortchContributor ⭐️
asked in Customer Success (CS)
Timeline entries back to hubspot

Is there a way to post timeline entries back to hubspot company activity?If not is it possible through API, Zapier etc?

0
D
8 days ago
R
ryan_lehmanContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Link to Salesforce from C360 - NXT Edition

Hi,Does anyone know how to create an easy link out from a customer’s C360 to their Salesforce page? This is very straight forward if on the Salesforce edition of Gainsight, but we’re on NXT and it doesn’t seem near as simple. I found this post by Spencer which allows you to create a URL using Concatenate and Rules Engine -- I was able to get this to work, however, the link only seems to work from within Reports but doesn’t function the same elsewhere. When trying to embed the URL on a customer’s C360, it just shows as the URL structure: <a href”[URL] etc. Does anyone know how to cleanly link to a Salesforce page from the C360 on the NXT edition of Gainsight? Ideally we’d have it live in the Summary > Attributes section at the top of the C360.

8
S
8 days ago
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
Report of Customer Goals associated with Success Plan for Snapshots

We are creating a success snapshot that includes a report of Customer Goals. We can choose the company and success plan for the snapshot to reference, however, for the report, we can’t seem to only show the goals associated with the success plan selected - it shows all of them.Is there a way to identify goals associated with a customer’s specific success plan so that only those are included in the snapshot?

9
jessica_owens
8 days ago
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Customer Success (CS)
Change RGB code for Scorecard Labels

I have been working with a customer who would like to change the RGB code for Scorecard Lables. You can not change the colors with custom colors since label is a lookup to the scoring scheme definition and colors need to be set from the scorecard. The question is, why can't you change the RGB code through this option?

2
A
9 days ago
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight Community Guide to Fallback Senders​

​Hey all,Across a customer base, it’s quite common to not have a designated customer success advisor for each and every single account.It’s equally common to need to engage with your entire customer base at once through digital CS and lately I’ve seen various posts relating to challenges in Dynamic JO when it comes to generating fallback senders for several reasons:We no longer need to map our source fields to a “sender email” field in Dynamic JO, We can’t generate case statement fields as an email data type, A program can only have one calculated source (query, data designer) since we no longer need to map fields  The good news is that the changes brought about by Dynamic JO in that regard haven’t hindered our ability to reliably generate fallback senders. If anything, they’ve “forced” us down a more efficient, reliable and sustainable route (or so I think 😊).So I thought I’d share our approach to:Handling fallback senders in Dynamic JO (which also works in Advanced😊) and CTAs assig

966
alizee
10 days ago
K
KLuminaraGainsight Employee ⭐️
asked in Customer Success (CS)
Adding CTA Reason Category Under CS UI Redesign Is Not User Friendly

Under the new UI design for CS, adding a Reason Category for our CTAs are no longer user friendly. Can this design be updated in the CS product? Currently, customers can only add Reason Categories when making a new CTA Type or creating a new Reason under Cockpit Admin view. This can only be done by typing in the new name of the Reason Category into the search field and the Add Button will appear if the name is not present. If the user tries to add a new Reason Category under the Reporting Category column, they are not given the same option to add a new Reason Category if the name they search is not present. See Examples here: And here: There are a few reasons this is not user friendly:It is not obvious that a new Reason Category needs to be added by typing the new Reason Category name into the search field.  Since the customer needs to add new Reason Categories via the search field, the experience feels inconsistent when this feature only applies to adding a new Reason or CTA Type but

1
stevepost
10 days ago
trevor_shand
trevor_shandContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Copilot Error

I followed the directions to enable Copilot in our instance of Gainsight. It works fine for me, though I am an admin. One of our CSMs just tried to log in, they could see Copilot, but when they try and access it, they get the following error, “You don’t have permission to access copilot. Please contact your administrator.” To enable, I went to the CSM permission bundle, went to Navigation Permissions, and added Copilot. I walked through the Copilot FAQ https://support.gainsight.com/Gainsight_AI/FAQs/FAQs_for_Copilot_(BETA) but did not see anything else I needed to enable. What am I missing?

1
kstim
10 days ago

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