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Customer Success (CS)

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

  • 4,939 Topics
  • 15,621 Replies
4939 Topics
A
ahamburg9Helper ⭐️⭐️
asked in Customer Success (CS)
Sign-up - CS Survey in your community

Hey All, Is it possible or has anyone created a survey in CS and used it as signup for a client newsletter. We are looking to revamp our client newsletter, and thought that we could garner interest in parties who would want to see it via a CS Survey. Thoughts?Anthony

243
A
1 day ago
K
kerry.rizzoContributor ⭐️
asked in Customer Success (CS)
Sync CS Tasks to SFDC Opportunity

Hi Gainsight Community, Our goal is to set up a bi-directional sync from GS CTA Tasks to SFDC Opportunity tasks.  The Task Syncing options available OOTB (Auto sync or Bi-directional) only sync the tasks to the SFDC Account.  The CTAs are triggered via rules from SFDC Opportunity as a source and we utilize the Linked Object through the rules actions.  Regardless of the linked object showing the correct SFDC Opportunity, the tasks all sync to the SFDC Account tasks.Our Goal Workflow: CTA is triggered via Rules from SFDC Opportunity and created at Company level in Gainsight. All CS Tasks sync from GS to the linked SFDC Opportunity and appear under Opportunity Tasks (NOT Account Tasks).  This post was the only one I could find that is close to what we are trying to accomplish with CTA Tasks syncing to SFDC Opportunity Tasks:“I feel most would agree that if I want to link a CTA to an Opportunity, one would also want the ability to choose to synch the Timeline entries to that Opportunity’s

121
alizee
2 days ago
gabrielaarenas
gabrielaarenasContributor ⭐️⭐️
asked in Customer Success (CS)
CSQL - Sync Leads VS Sync Opportunities

If I switch from Sync Leads to Sync Opps in production, will the previous CSQLs historical data be deleted ? What happens to the CSQLs that have been created after switching sync option ?

151
alizee
2 days ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Workato Integration? Anyone setup before?

Has anyone setup a connection with Workato integration? It is on GS’s website that it does an integration, but I am having a difficult time finding information on it. Any help would be appreciated!

787
A
2 days ago
clingley
clingleyContributor ⭐️
asked in Customer Success (CS)
Allow CSMs to create recurring CTAs themselves?

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

231
Jagari Das
3 days ago
nuts
nutsHelper ⭐️
asked in Customer Success (CS)
オプトアウト設定をメールテンプレートに埋め込む方法

オプトアウト設定で作成したフォームを、メールテンプレートに埋め込むにはどのように設定するのでしょうか？ユーザーからの配信停止希望を受け取るための設定をメールに追加したいです How do I set up a form created with opt-out settings to be embedded in an email template?I would like to add a setting to my email to receive unsubscribe requests from users.   

101
nuts
4 days ago
J
Jordan FilipContributor ⭐️⭐️
asked in Customer Success (CS)
Adding Success Snapshots to a Journey Orchestrator

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

38016
M
4 days ago
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Required/mandatory "Ranking" Survey question

Hi team,This may be a silly question, but I was testing adding a Ranking question to a Survey and wanted to make sure that the participant actually ranked the various options and didn’t just submitted the default order. I tried marking the question as “Required” but when previewing the survey, having the question marked as required didn’t actually do anything.Has anyone had this same question before? How to make sure the customer actually reviewed the ranking? A matrix type question could also help here, but then the customer can give the same score to more than one option, right? Thank you!

323
alizee
5 days 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?

803
alizee
7 days ago
arioux
ariouxContributor ⭐️
asked in Customer Success (CS)
Sending Emails in GS as someone else

We have a use case where we are looking to send emails as our Account Executives. Is there a way to update the signature tokens on an email template to be based on the email in the From Line vs. the User sending the actual email? 

231
alizee
7 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?

586
mobrien14
8 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?

62119
rrobinson
8 days ago
D
DCourtotContributor ⭐️
asked in Customer Success (CS)
Survey Links

We’re currently using JO’s for our project close out surveys.  Some of our project managers have wanted to have more control over sending the surveys but that involves an anonymous link.  Is there any way a non-full user can send a survey so it can connect to a clients account?  Does anyone use any other tools that can integrate with Gainsight that would allow a non-Gainsight user to send a survey and have it come back into Gainsight and connect to the account and respondent on the account?

131
dayn.johnson
9 days ago
nitisha_rathi
nitisha_rathiExpert ⭐️
asked in Customer Success (CS)
Importing notes in timeline

Hi, We are working on enabling the capability to import notes from external systems in timeline. Few external systems from which there is a need to import notes are -  Salesforce objects (SF activities, GS Call To Action, etc) Evernote Onenote What are the other external systems from which you would like to import notes? Thanks, Nitisha

2715
Agnes Gierulski
10 days ago
phani_kumar
phani_kumarGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Calculating Rank using existed field value in Rules

Hi Team. Recently, I came across this situation where I need to Provide Rank based on some Numeric field Values.I have accomplished this logic using the Gainsight Rules Engine. And below are the steps to create Rank. First of all, the flow which I am going to show you that helps, if your data set has duplicate values or distinct values as well.Example, my data set is:And the output is like below In order to get that required output below are the steps that we have to follow in Rules Engine. Note: the steps which I am going to explain, will be the same for both types of data (Distinct or Duplicate)  Step 1: Fetch the Data set with the Numeric field(in my case it’s ARR) on which we wanted to apply Rank.Based on the above sample example data the output of the step 1 is Step 2: Create a Transform task in which pull the numeric field(ARR) in to the Group By Section and drag any other field(Account ID or Name) in to Show and apply count on it.So the output of this task is Step 3: Create one

46610
revathimenon
10 days ago
amanda.caldwell
amanda.caldwellContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Display company-level contacts at the R360

Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?

694
amanda.caldwell
10 days ago
HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Is there anyway to default dashboards to filter to current user?

We have large dashboards that our CSMs use. If there was a way that we could default the view of the dashboard to “current user” our CSMs would not have to apply the filter every time and load times would hopefully be improved. We have CSMs saving their filters, but we have received feedback that the saved filters reset frequently causing frustration.

8311
HenryHace
10 days ago
ewinglel
ewinglelHelper ⭐️
asked in Customer Success (CS)
Unable to Delete a Dropdown Associated w/ an Activity Type

I was testing out some dropdown categories that will be associated with a new activity type, but after testing I was unable to delete the dropdown that I didn’t end up wanting to use. Have others run into this problem? My real problem here may be that I don’t have a “Sandbox” testing environment that would allow me to do this in Gainsight. Is this something that is available for Admin users? Any ideas, suggestions, or comments welcome!

24012
CristianaF
10 days ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Time Spent by Feature

Our team is trying to get better about showcasing the time and $ saved by releasing certain pieces of Gainsight functionality. The current usage data makes this very challenging. For example, I can see the number of Cheat Sheet ‘events’ by week but I can’t see if those events were all by the same user or part of the same customer. So are those X event truly using Cheat Sheet X times? or did the user just click through the various tabs, scroll to the bottom, and refresh a couple of times. Those are 2 very different experiences and adoption is not the same. We use to use the refresh metric assuming that they’d always refresh before viewing, but now with auto refresh that isn’t really accurate for what we’re looking for either. Any other suggestions to help us show ROI of key features?

100
katie_b
14 days ago
R
rachel.sullivanContributor ⭐️⭐️
posted in Customer Success (CS)
Suggested Best Practices for Documenting Programs

Hi Everyone! I am looking to see if anyone has suggestions, recommendations, or best practices on how they document the journeys / programs that they have created & have running. As we continue to add more programs, we are wanting to have a quick way to audit the audience of multiple journeys and ensure we are not sending journeys to the same group of people all of the time. My goal is to create a template that someone must fill out before, during, or after creating a journey. This is to help admins get a quick glance of what is or isn’t running, potentially using this as a check list to know who to include or exclude, and then be able to create a general summary from for our leadership team and our customer facing teams. I am looking forward to any recommendations that you all have! Thank you. 

70
R
14 days ago
Erseburse
ErseburseContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Synching CTA timeline entries to SFDC tasks in an opportunity

Hi all: Not sure if im missing something, but could use some help. Here is the scenario:As a user, I open a CTA and link it to an opportunity (shown below) Through the CTA, I then log my timeline activity to report progress on the Opportunity through the Timeline within the CTA.Since I linked the CTA to an Opportunity in SFDC,  the expected behavior (i believe) is that when I went into Salesforce, it would show my timeline activities as “tasks” on the opportunity.  On the contrary- the result is that all tasks, regardless of linking to an Opportunity all synch to the account page.  Does anyone know if there is an automated way of doing this? I don’t see any “linked to” on the Timeline Activity object- otherwise I would set a rule to push that to Salesforce. I’ve heard of other workarounds where CSM can enter Opp ID, but that’s quite a manual process that will deter from my goal of making Gainsight “easy” for you as a CSM. Is there a more turnkey solution on the roadmap and/or if there

1222
K
14 days ago
sshroff
sshroffGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Patch Release Update

Going forward, all Patch Release Updates will be shared in the Product Updates section. Please make sure you're subscribed to receive alerts for these updates. They will no longer be posted in the 'Discuss CS' section of the Community. Thank you! 

80
sshroff
14 days ago
J
jschweglerContributor ⭐️
asked in Customer Success (CS)
Health Score Measures with Different R/Y/G ranges

Is it possible to have different G/Y/R thresholds for individual measures? I found an old post from a number of years ago that indicates that this is not possible, but wanted to check again. I have set our thresholds for our overall score value to our ranges, however it looks like those ranges apply to all measures.The issues are that our measures are numeric, but different measures have different numerical ranges for being good vs, bad. For example, we have a measurement for number of active days in the platform in the last 30 days. 30 would be perfect (not actually bad). 

254
J
15 days ago
N
nicolehajekContributor ⭐️
asked in Customer Success (CS)
in line editing- customer sentiment

Hello!! Is there a way for my CSMs to in line edit on a report or the C360 their customers sentiment score? It would be ideal if they could see a list of their customers and then be able to change the sentiment score right there from that list.  Thank you in advance!

202
N
15 days ago
J
jberberichpaycorContributor ⭐️⭐️
posted in Customer Success (CS)
CTA Requirement intake Ideas

I am looking for good ideas on how to capture requirements from my Gainsight users such as Ideas for CTA’s, Rules, Playbooks etc…During implementation we used Smartsheet but that was for a specific audience and my goal is to setup something like a Microsoft Teams Form to allow requestors to fill out necessary information in order for GS Admins to create.Currently I have a generic intake form via Microsoft Teams but that is limited and wasn’t sure what else others may be using. Thanks, Jason 

354
Msimonson
15 days ago

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