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Customer Success (CS)

Ask questions and learn from others about features, workflows, and all the possibilities of Gainsight CS

  • 4,872 Topics
  • 15,369 Replies
4872 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

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sshroff
5 months 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?

1
matthew_lind
5 hours ago
T
ty.mcmurryExplorer ⭐️⭐️⭐️
asked in Customer Success (CS)
Quarter date format

I have a report that is grouped by Quarter and I am wanting to change how its presented from QX-YYYY to YYYY-QX. I looked in setting, rule transformations, cases but nothing is allowing me to switch the position of the quarter and the year. Anyone have success doing this?

1
matthew_lind
5 hours ago
2
2percent_jazzContributor ⭐️
asked in Customer Success (CS)
Is it possible to connect a Timeline entry to a CTA using the outlook plugin?

When reporting on TL entries associated to closing a CTA, we are struggling to find a way to link the TL entries initiated using the Outlook Plugin to the CTA.  Without that Context ID of “CTA” the TL entry is orphaned from the CTA it was meant to close.  Is there a way to associate TL entries after they have been made back to a CTA?

0
2
13 hours ago
BVirodhula
BVirodhulaGainsight Employee ⭐️
posted in Customer Success (CS)
Crank Up Technicalities! Unlocking Customer health with Gainsight Scorecards

Join us for an in-depth webinar where we explore the transformative power of Gainsight’s Scorecards feature.Date & Time : Thursday 19th September at 02:30 PM BSTRegister Here Webinar AgendaIntroduction to Gainsight Scorecards Strategic Benefits of Scorecards Technical Deep Dive Introduction to Scorecard Optimizer with Horizon AI Q&A SessionPresenters: @Rishibha @lloonker Moderators: @ChiragJ , @BVirodhula , @Sowmya Vemprala & @SharonSalve 

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BVirodhula
1 day ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
A Tale of Two Datasets: A Customer Outreach Story

You may have heard about Gainsight’s recent upgrade to the backend infrastructure of our connectors which required customers to reauthorize their connections. If this is news to you, check out the details here. Gainsight’s Product and Operations team has been managing this project to cause as little disruption to customers as possible throughout the migration. Go team! As a Senior Technical Program Manager at Gainsight who specializes in integrations (specifically between PX+CS or Support Platforms + CS), I wanted to offer assistance to customers with reauthorizing their support connectors. While the only thing admins needed to do was click “Reauthorize,” I wanted them to know that I was available to help if they ran into any hiccups. Plus, if they were interested in implementing any cool Support+CS use cases- I was their girl. So I requested the list of customers’ Support Connector reauthorization status from our Ops team and set out to lend a helping hand. The requirements were simpl

1
dayn.johnson
1 day ago
zdsiegert
zdsiegertHelper ⭐️
asked in Customer Success (CS)
Email Open Rate at the Customer Level

Hi Admins!  I am looking to determine which of our accounts are most engaged with our Emails sent via JO.  Has anybody built out a report to determine the email open rates for accounts in a defined time period?   If so, which object did you use and how did you configure the fields?  Looking for something like the below for this year:Account 1 - 100 Emails Sent - 20 Opened - 20% Open Rate

5
M
1 day ago
dan_wiegert
dan_wiegertGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
#2minhowto: What does basic Journey Orchestrator queue management reporting look like?

About a year ago I joined Gainsight CS Ops, and took over managing Journey Orchestrator in Gainsight’s own instance. As this is one of the most mature, highly used Gainsight orgs, I found out that Journey Orchestrator was highly utilized, but not actively managed. Programs were created, but there wasn’t a coordinated effort to stop programs or manage the active program count. I needed to figure out more information about my JO instance so that I could make informed decisions on how to identify stale, active programs in order to get the active program count into a more manageable state.My solution was to do a reporting deep-dive into Journey Orchestrator and start building reports off of the Advanced Outreach object to get program count/status/type info.The JO Admin dashboard that I created (and have since replaced) is still the primary resource I use to schedule, and track active JO programs, and what I use to identify older programs that aren’t actively sending. Here are the build par

9
M
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? 

2
HenryHace
2 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?

0
trevor_shand
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? 

3
ckeyes_bmc
2 days 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
5 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
5 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
5 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
5 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
5 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

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O
5 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
6 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
6 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
7 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
7 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
8 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
9 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
9 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
9 days ago

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