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Customer Success (CS)

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

  • 4,921 Topics
  • 15,554 Replies
4921 Topics
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Ginanash99Contributor ⭐️⭐️
asked in Customer Success (CS)
Timeline in and Existing report

In an existing report can we add the timeline notes?

5711
G
5 months ago
2
2percent_jazzContributor ⭐️
asked in Customer Success (CS)
How can I fix formatting between salesforce long text fields and GS

We use the salesforce connector to pull in a description field from salesforce.  it’s a long text and not a rich text field.  The formatting is lost when we view the field in Gainsight.  Anyone have a suggestion for a workaround.  Support was responsive but not helpful on this one.  

300
2
6 months ago
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jivanovaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Customize User Profile in Gainsight CS

We would like to enable our CSMs to add some custom fields on their profile, ie title, links, etc. to be then used as tokens in email templates.  Is there a way to customize what fields are displayed/edited on the user profile in Gainsight CS (not Community)?As an admin I can edit the user profile and add the custom info manually but obviously I do not want to grant the same user access to all CSMs. The only workaround I found is a report out of a new low volume custom object where the fields are editable. I’d have to duplicate the user object more or less to achieve this.  

581
matthew_lind
6 months ago
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Gabmorris36Explorer ⭐️
asked in Customer Success (CS)
Sending email using JO to an EMAIL DISTRO LIST

I am wanting to send a comm to a few email Distribution Lists, where groups of people receive emails using just one address. Is this something JO has the capability of doing?  Ex. Send to: abc@test.com (put as participant) Received By: a@test.com, b@test.com, c@test.com, etc. Thanks!Gab

512
matthew_lind
6 months ago
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Marc.HoganHelper ⭐️
asked in Customer Success (CS)
New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

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M
6 months ago
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LizetteAkkerContributor ⭐️
asked in Customer Success (CS)
Giving two CSMs access to a company record

Hi, We have a supporting CSM role in our environment, and these people assist the CSM with administrative tasks on their key accounts. Can I set up a company to be co-owned by two CSMs?

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V
6 months ago
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ahamburg9Helper ⭐️⭐️
asked in Customer Success (CS)
Webhooks and JO

Does Journey Orchestrator listen for webhooks?We are thinking about purchasing CS and I am looking to learn as much about JO as possible.

301
Mdsingh
6 months ago
sagan_sherlin
sagan_sherlinHelper ⭐️⭐️
asked in Customer Success (CS)
Rules Engine to close Success Plans?

Is it on the roadmap to give the option to close Success Plans/Tasks via the Rules Engine?  I understand there is the option with Mass Edit.  But there are times when it would be easier to have a Rule that looks for X and closes those items out.  Rather than relying on an Admin to check every so often.If this is already out there, could someone provide the document? =)Thanks! 

31111
R
6 months ago
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SaifSNHelper ⭐️
asked in Customer Success (CS)
Embed a tableau dashboard link on to a Gainsight Home Page/dashboard

Hey Community, I am trying to embed a tableau dashboard link on to a Gainsight dashboard and getting an error stating: dashboard refused to connect. There are 2 questions here -Is Gainsight application hosted within a company’s domain or is it somewhere else?   Does every Gainsight instance have an IP address? If yes, where can I find it?

1951
Mdsingh
6 months ago
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Conor6Contributor ⭐️⭐️
posted in Customer Success (CS)
Executive escalation on Risk

I am working on some changes to our risk management and have come to the point of exec escalations for CTA’s. Just curious how other people are doing this and anything they would have done differently. Thanks!

301
Akanksha Kandari
6 months ago
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taylorfrissContributor ⭐️⭐️
asked in Customer Success (CS)
Can you pull User Login History from the Gainsight API?

We would like to pull User Login History or at least Last Login Date from the Gainsight API, to facilitate internal reporting. There are things in G360 that aren’t calculated how we want them to be and we would like to centralize our software adoption reporting internally. 

462
T
6 months ago
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OlyaContributor ⭐️
asked in Customer Success (CS)
Restrict editing low volume objects

We have low volume object but only full admins should be able to edit it. It’s low volume so we able to join it with our other low volume object. Is it possible to restrict editing custom low volume objects?

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V
6 months ago
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mdfahdGainsight Employee ⭐️
posted in Customer Success (CS)
[NXT] V6.41.1 Patch Release Notes is Live!

The 6.41 NXT Patch Release v6.41.1 is now live! This patch release notes contains information on the latest enhancement introduced in the Customer Cheat Sheet: Secure Sharing of Customer Cheat Sheet, the capability for users to exclude external attendees when sharing the cheat sheet.Thank You, FYI @sshroff   @neelam_mukherjee @AshutoshSingh @vaishali_rawat @Adrian Raposo 

340
M
6 months ago
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VIjayasailesh KaturiContributor ⭐️
asked in Customer Success (CS)
Not able to add Rich text fields to Timeline entry layout

Hi team,Currently we are not able to add Rich text fields to Timeline entry layout, As our CSM’s depends on Timeline activities they are not able to filter on the Notes field. Thank you,Vijayasailesh  

471
Akanksha Kandari
6 months ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
KPI Report Per CSM Per Quarter

This is probably a dumb question, but I need to pull Q1 & Q2 data per CSM for our KPI report & I’m just not totally sure how to get that…  I already have Q3 & Q4, but the person who did the first half of the year didn’t save it:(I appreciate your help!

411
Tejashwini Golla
6 months ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
🤖 Support Data + AI = Your Customer Success Crystal Ball 🔮

Unless you’ve been living under a rock for the past year, you’ve heard countless CEOs share their insights on how emerging AI functionalities are going to transform our lives. You may have even seen Gainsight’s own Nick Mehta transformed into an AI Bot at Pulse 2023! Needless to say, Gainsight is doing some amazing things with AI. Predictive analytics, health scoring, automated workflows, customer segmentation, personalized recommendations and using natural language processing technology for deeper insights are just a few of the innovative ways Customer Success teams can leverage Giansight’s AI solutions. A common thread woven within each of Gainsight’s AI-powered solutions is the analysis of data, including support tickets, to summarize, predict, and make CSMs’ day-to-day lives a bit easier. Specifically, let’s dig into how Gainsight’s AI can help teams transform support ticket data into a crystal ball to predict future trends. 🔮Scorecard OptimizerConsider support ticket data when bu

1324
Stuart
6 months ago
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Deepthi GajjalaContributor ⭐️⭐️
posted in Customer Success (CS)
Why the template is marked mandatory asterisk field in Cockpit and P360 send Email when it performs as non-mandatory job

The template is marked as mandatory field in send email of cockpit and P360 email when it is not necessary to include a template while creating a email.The emails are sent irrespective of including a templateThis creates a ambiguity to the end user which prompts to select a email template, when it works with out including it .This can be avoided by simply removing the asterisk or mandatory field symbol from template.

262
upendra_damacherla
6 months ago
sjacobi123
sjacobi123Contributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to invert axis in chart?

We currently have a usage scoring metric where 1 is best and 5 is worst and we have created a trend chart to see usage over time. However, because we cannot invert the y axis the data looks backwards and is misleading. Is there a way to invert the axis data to show this appropriately? We are able to do this in other platforms to show correctly 

501
Tejashwini Golla
6 months ago
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”? 

431
V
6 months ago
diana_luo
diana_luoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Owner Field not populating in CTA creation

Hello, I am trying to create a rule by merging the GS Relationship and Timeline. I've pulled in the CSM ID, CSM Name, and Author ID fields, but nothing is appearing under the Owner Field section in the Merge. They're visible under the Criteria section though. Could someone clarify expected behavior? Thanks!

1777
V
6 months ago
Andy Trevino
Andy TrevinoContributor ⭐️⭐️
asked in Customer Success (CS)
CSM usage of Success Snapshots - Reporting

Hello GS Community! I am wondering if there is a way to report on CSM usage of Success Snapshots. My CS leadership team needs visibility into the frequency of use by CSM and it would be great to see which companies a Success Snapshot was created for. I searched for a standard object and did not find one. I am wondering if anyone has a way to do this. Thank you in advance! 

461
Tejashwini Golla
6 months ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

341
V
6 months ago
N
nburkeHelper ⭐️
asked in Customer Success (CS)
Milestone shows on C360 not R360 even though Associated to Relationship

I had a timeline activity MILESTONE added to the C360 account.  I associated it to the Relationship R360 account and clicked update.  The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey.  In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one).  What am I doing wrong?

662
V
6 months ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Customer Journey - Milestones

Aside from the 8 predefined Milestones, what are some other Milestones companies will want to track?Any suggestions are appreciated:)

411
Akanksha Kandari
6 months ago
A
Al MContributor ⭐️⭐️
asked in Customer Success (CS)
New JO builder template version analytics not updating

Hi all,  We are experiencing some issues with the program analytics when it comes to the new JO builder.  Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static.  I.e. CTR, Open rates, Delivery rates.  Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns.  Thanks a mill!  

322
A
6 months ago

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