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Customer Success (CS)

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

  • 4,922 Topics
  • 15,559 Replies
4922 Topics
elisa_pelegrina
elisa_pelegrinaHelper ⭐️
asked in Customer Success (CS)
Salesforce Instance Updating: Next Steps for Gainsight

Hi there - Our Salesfoce intance is undergoing an org migration and will be moved to a new instance. Are their any next steps that I should be aware of to reconnect Gainsight or ensure that is continues to run smoothly?

690
sai_ram
5 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Is there a way to filter a report to only show Timeline Activities where the Author = Current CSM?

Is there a way to filter a report to only show Timeline Activities where the Author = Current CSM? Similar to how we can set this type of criteria in rules. We're trying to create a dashboard to track activities logged by CSMs on their current accounts. If we filter by Author it may show activities they logged prior to CSM transitions or on accounts that are no longer theirs. If we filter by CSM it would show all activities for that account whether it was created by the CSM, a prior CSM, Sales or our support team. On the dashboard I know I could have 2 global filters and a CSM would just have to set themselves as both author and CSM but we also need it to be filtered by Team Manager and Senior Manager, which wouldn't work with that work-around. I'd like to avoid creating yet another rule/MDA table since that leaves more room for error and also means our data wouldn't be 'live'. Does anyone have other ideas/suggestions?

2060
dan_ahrens
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Welcome New Community Members!

Gainsight is very lucky to have a vibrant and active Community of users who happily share their learnings and feedback with all of us! I wanted to take a moment to welcome some of our newest members from the last few months, and to have a little fun getting to know one another.   Last week, I attended the CMX Summit for Community Managers, and one surprising stat I heard is that Community users with profile photos post 1.9x more often on average, and they tend to receive 2x as many replies as users without photos. I'd like to think our Community doesn't get too hung up on photos, but it is nice to know who's here and to connect names with faces.    So, in that spirit, I'd like to challenge our newer Community members to: post your profile photo, if you haven't already comment on this post and tell us what you're hoping to get from or give to the Community Happy Friday, everyone!    

740
dan_ahrens
5 years ago
sierra_evans
sierra_evansContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Success Snapshots 2.0 Category

We would like the Success Snapshots 2.0 export to include the category selected for success plan objectives. Is this on the roadmap?

830
sierra_evans
5 years ago
ashcha
ashchaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Extend Character Limit in Translate Survey Properties

Our 'Thank You' message in Survey 'Set Language Properties' is cut off. I would like the character limit (255 characters) to be extended so that translated Thank You Messages fit.

750
sai_ram
5 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Milestone Dates

When creating a dataspace using the Milestone object, I see 3 date fields: Milestone Created Date Date Created Date What is the difference between these three fields?

980
lila_meyer
5 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Is there any kind of work-around to be able to convert a date in a string field to a true date field

I know from this discussion (https://community.gainsight.com/conversations/date-field-gainsight-survey-5bc73e0ce4b04588aaf86072) we don't have the option for a date response from surveys today. We have a 'next filing date' field in Salesforce that we are really hoping to populate based on responses to a survey question. IF the participant responds in a standard MM/DD/YYYY format, is there a way we can convert this to be able to use a rule to populate a date field?

3040
katie_b
5 years ago
john_apple
john_appleExpert ⭐️
asked in Customer Success (CS)
Timeline Activities logged in Slack are syncing to SFDC as assigned to OAuth User

In testing out Post to Timeline from Sally Slack, I was able to create a new Activity and can see the Activity in Slack and Gainsight Timeline as my Slack user but when looking at the SFDC Activity History the related task is assigned to the OAuth User. We are syncing all Timeline Activity to Salesforce. This could be confusing if someone is only looking at the SFDC Activtiy History for an account as the user that is the OAuth User would likely not be logging many Timeline Activities. It should be tied to the SFDC User that created the Timeline Activity and only the OAuth as the fallback default.

720
sai_ram
5 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible to export charts and tables from the Account Widget (as it is possible from CS360)?

Our internal Gainsight users spend a lot of time on the account page, and some don't really use Customer Succcess 360, so it would be really useful to be able to export the charts and tables included in the Account Widget.

540
john_apple
5 years ago
prithvi_vihari
prithvi_vihariHelper ⭐️
asked in Customer Success (CS)
[Posting on behalf of Customer]- Ability to Null records when the Survey Participant has partially recorded their Survey

The issue here is that when we have a couple of required answers in a Survey and the Survey participant has only answered one of them and hasn't clicked on the Submit button. It just records the response as a Partially Saved( and later to Partial Submitted)- This skews the metrics as a few required questions are left out. At such scenarios it might be a good idea to re-route the responses to not responded/ have the ability to only save the survey response if all the answers were completed.

870
dan_ahrens
5 years ago
sarah_1ab4cb
sarah_1ab4cbContributor ⭐️⭐️
asked in Customer Success (CS)
Managing multiple products and services

Looking for best practices/tips/ etc to help managing accounts with multiple products and services. Gainsight was great with one product but is less effective and useful when trying to manage multiple products and services. Any help is greatly appreciated!

2150
sai_ram
5 years ago
sarah_kiani
sarah_kianiContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Sorting on Scorecard dashboard

We use a healthscore dashboard that shows all our customer accounts with all measures making up the healthscore. The dashboard unfortunately is not filterable by score. Sorting is possible by overall score but that applies only to the current page in the dashboard. Since we have many accounts and multiple pages, it becomes difficult to say see all our red accounts together. Has anyone else run into this issue? What would a workaround be to stack all red accounts together?

460
shantan_reddy
5 years ago
andrew_biehle
andrew_biehleGainsight Employee ⭐️
asked in Customer Success (CS)
Attach video types to timeline activities.

Posting on behalf of a customer. Currnelty the supported file types on timeline are.jpg,.jpg,.gif,.png, bmp, pdf, doc, docx, txt, ppt, pptx, xls, xlsx, xlsm. Would be nice in the future to have the ability to post mp4's and mov's and other video types.

180
andrew_biehle
5 years ago
tony_tao
tony_taoContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Cyberduck S3 Connector problems?

Does anyone else get this error in trying to connect S3 to Cyberduck and know how to connect properly? I've been able to connect previously but more recently i get this error. It happens on and off. I've restarted my computer, internet etc..

6750
pele
5 years ago
A
ana_gHelper ⭐️
posted in Customer Success (CS)
What is the Admin:User ratio at your org?

Hi Everyone! I'm curious to learn about how other CS Ops teams are structured especially as organizations scale and the Gainsight user base grows. How many admins do you have that manage Gainsight implementations and troubleshooting internally? Do you have any junior or entry-level hires who assist with support and maintenance day to day? Eager to hear your replies. Thanks!

1330
heather_hansen
5 years ago
jaw
jawContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Success Plan Type?

Hi, One of the CSMs within my org selected the incorrect "success plan type" and would like to change it. I am aware that you cannot change the "CTA Type" once it's selected. However, is it possible for the GS Admin to make that change in the backend? If so, how? Otherwise, do I have to submit a support ticket? Thank you in advance! -Jasmine

1340
sai_ram
5 years ago
pele
peleHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible to include "mailto:" in hyperlink for email address in CTA comments?

Not sure if I'm just running into a bug, but I've created a rule-driven CTA that includes a tokened email address in the comments section. The hyperlinked email address that displays in the comments section, however, does not seem to include 'mailto:' in the href. Instead of opening my email client to compose a new email, addressed to the email that is linked, the link directs me to a web page of the email domain. (e.g. name@domain.com will direct to the web page domain.com, instead of creating a new email addressed to name@domain.com) I've tried to get around this by simply prefacing the tokened email with [i]mailto: so that it read mailto:${Owner ID Email}, but that didn't seem to do the trick.  Is it possible to include "mailto:" in the hyperlink for an email address in CTA comments section?

2410
C
5 years ago
A
akhilesh_1187Contributor ⭐️
asked in Customer Success (CS)
Integration of Salesforce standard reports and other External Links

HI Team, we are in midddle of development and we have a issue which is holding us back. We are trying to integrate a salesforce standard report into the C360 section and it seems that it is not possible. Also we tried to access other external links( google.com) Can anyone here advise if its possible or is there any alternate options for the same.

1030
dan_ahrens
5 years ago
john_apple
john_appleExpert ⭐️
asked in Customer Success (CS)
Copy/Paste text to Email Templates keeping formatting that cannot be undone

I'm encountering an issue that I think has been mentioned before, but I would like try to investigate this further. In my scenario, I copy and pasted text with formatting from one source to Email Templates in Journey Orchestrator. When I review the copy in Journey Orchestrator, it looks like how I would expect with the right line-spacing and line returns. Once I send a test, I see line returns that weren't there in Preview and line spacing occassionally missing. I've tried to edit the HTML but not seeing any additional line breaks or paragraphs. If I copy the text to TextEdit, switch to Plain Text, copy back to Email Templates modify with paragraphing and font changes the preview again looks fine but a test send still has the wrong line breaks. To resolve, I had to copy the source to Plain Text, copy the Plain Text to a brand new template, make changes to font and paragraphing and save. The test send then matched the preview. What is keeping the additional formatting

3740
john_apple
5 years ago
Gainsight CC Team
Gainsight CC TeamGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Agenda of the inSpired Event 2019 (incl. streaming link)Event

Hi all, You're all invited to the inSpired Event on September 5th, 2019! Some things you can look forward to: Updates about strategy, market developments and roadmap from our team. Including an Ask-Me-Anything with Robin (CEO) and Joris (CPO). Connect with peers and learn from each other during discussion tables Inspirational talks We now are able to share the agenda for our upcoming inSpired Event on September 5th with you! Agenda 12:00 Lunch (optional) 13:00 - 13:15 CEO company update 13: 15 - 13:35 Product updates 13:35 - 14:00 Ask-Me-Anything (Robin and Joris) 14:30 - 16:00 Interactive program 16:00 - 17:00 Key note speaker 17:00 - ?? Networking drinks Registration You should have received an invitation via mail. If not, you can register using this link. StreamYou can join the stream of the company & product updates as well as of the AMA via this link. Don't have time then? We will share the recording afterwards! Share your challenges If you are facing spec

4760
Moller Toma
5 years ago
ml2019
ml2019Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Neglected Accounts Report/Tracking/Alerts

Does anyone out there have a way of tracking neglected accounts? I'd like a list of all accounts/relationships with no activity in the last 60 days on a weekly basis (and be able to filter by activity type). I have tried to build a report but it wasn't producing accurate results because you can't report on the absense of data. I want to know how/if others are tackling this issue including solutions besides reports.

2980
ml2019
5 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Why do URL parameters require encoding in Gainsight, and does it remove its function?

I ran into an issue today where I could not save a template due to several errors stating 'Named Entity Expected. Got none.' on all urls that had utm parameters appended (for example, website.com?src=welcome&type=email. I cannot save the email with &, it has to be & which I question whether or not the form would accurately capture the value of that parameter? I have never worked with an email tool that requires encoding the ampersand when it's used as a url parameter string.

1790
kelly
5 years ago
kcsp
kcsp
asked in Customer Success (CS)
Loading Historical Usage to Existing Usage Table

During our initial implementation we created a usage table that's populated via an S3 ingest job. We recently added a phase 2 for metrics to include in the existing table, which are new columns that have been added to the table. Future data files will map to the new columns, but we are looking to backfill historical data for the new columns. In order to backfill historical data for the new metrics, I wanted to check if there is a best way to do this that keeps the existing metrics as is and only updates the new columns with the historical data. My initial thinking is to create an S3 ingest rule that uses Date and SFDC ID as the unique identifiers, and only map the columns I want to upsert, leaving all other columns I want unchanged as "None." Would this be the best way to accomplish this?

170
kcsp
5 years ago
catherine_lilly
catherine_lillyContributor ⭐️⭐️
asked in Customer Success (CS)
report on customer status changes

I am looking to track status changes of a customer from Implementation to Ongoing Delivery. The data needs to be tracked in a reportable way. I beleive this can be done in the MDA, and would appreciate some guidance on how to write only changes (rather than a daily snapshot) to the MDA with timestamps, and keep the full history of status changes. Any documentation or suggestions?

550
spencer_engel
5 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
What happens with participants that match multiple email variant filter criteria?

How does a participant match variant criteria, is it the first variant that it matches, or does system look at all of the filters to determine what matches the the best? For example, say you have an email that you're delivering with varying product content that also delivers based on language. The default variant is not product specific and in English and delivers to any contact that doesn't meet any of the variant filters. I then have variants which are in English, so a contact that has a product specified but not a language would receive: Product = X Product = Y Product = Z And then variants that are segmented by language Product = X and Language = French Product = Y and Language = French Product = Z and Language = French And so on for Spanish and Chinese. If a French Product Y participant enters, does the system serve Product = Y and stop looking at the remaining filters because it met the criteria? Does it go in the order they appear when you build them? So yo

510
dan_ahrens
5 years ago

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