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Customer Success (CS)

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

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4904 Topics
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

4768
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.

2983
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.

1753
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?

542
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

511
dan_ahrens
5 years ago
jahnavi
jahnaviContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Tabular reports in AO

Hello Team, I read that email templates are not supporting the Tabular reports. Could you please let me know when this would be supported.  Also, my use case is to be able to send an email to the DL with the list of records from MDA Object. If I do a query builder in the AO it would send one email per record which is not correct.  Is there any other way? Regards, Jahnavi

11512
dan_ahrens
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
CS 6.5.X Patch and Hotfix Release Notes

We released enhancements to Adoption Explorer and Connectors 2.0, as well as some bug fixes in recent patch and hotfix releases. You can read more about these changes in the 6.5.X Patch Release Notes.   We will also have a patch release on Sept. 4 with several new enhancements. Stay tuned for more info this week!

271
lila_meyer
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Erroneous Community email notification and verifications

We apologize to everyone who has mistakenly received a welcome email and requests to verify your email address on Community in the last week or so. If you are asked to verify your email on Community, please go ahead and do so. Otherwise, you are prevented from posting anything.   We are working with our Community vendor to resolve this problem as soon as possible, and appreciate your patience. 

150
lila_meyer
5 years ago
hardik_mota
hardik_motaHelper ⭐️
asked in Customer Success (CS)
Support fields from "login history" SFDC object in Gainsight reporting tool

Hey, Can we please start supporting field names ("User ID Email" and "User ID Name") from Login History SFDC object? When "User ID Email" , "User ID Name" and User Id are included in the report then the query generated will have below form which seems to be not supported. Select User.Email, User.Name, Id From LoginHistory If we remove above fields from "show me" section in Gainsight reporting shows the data as expected for rest of the fields. Best, Hardik

780
hardik_mota
5 years ago
sierra_evans
sierra_evansContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Report on Linked Objects

Hello! We've recently set up linked objects on CTAs and success plan objectives. How are others reporting on these? I don't see any fields in CTA or Success Plan report types to pull these in. Ideally, we would have the ability to report on these in Gainsight and Salesforce. Thanks!

1123
john_apple
5 years ago
R
rajeev_nairContributor ⭐️
asked in Customer Success (CS)
Completed Participants counts is higher than survey response count in Survey JO Program

When i checked the activity in Journey orchastrator program, i can see only 10 particpents are responded for the survey but the completed participents count is showing as 200. How this is possible?

331
diane_morneau
5 years ago
jason_hoe
jason_hoeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Unable to S3 bulk upload contact information in NXT's Company Person

We were previously able to upload our contacts in a CSV with custom fields and bulk upload changes via S3 to the contacts object on the Gainsight SFDC standalone enivronment. Since migrating to the NXT platform, Support confirmed that there is no ability to bulk upload changes to contacts in Company Person and therefore manually applying the changes via the UI with specific data changes is extremely cumbersome. Refer to #82945 for more details. Can we please raise an enhancement to this problem?

811
kunal_bhat
5 years ago
tony_tao
tony_taoContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How can I add a survey 2.0 to a program?

I've recently created my first suvey 2.0 NPS question and looking to add it to a program outreach. I am not seeing a publish page for the survey 2.0 or see where I can link the question in the email outreach. Any tips?

441
abhilesh_khatri
5 years ago
sai_ram
sai_ramExpert ⭐️⭐️
published in Customer Success (CS)
Your ideas are being implemented during our Product upgrades/releases(V6.5 Aug Release)

@All We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions! Here's the complete list.  For reference please follow below articles https://support.gainsight.com/Release_Notes/Current_Release_Notes/Release_Notes_Version_6.5_August_2019   https://support.gainsight.com/View_More_Categories/GainsightNXT/Gainsight_NXT_Release_Notes/Gainsight_NXT_Release_Notes_6.5_August_2019   Please revert for any queries Email: spulluri@gainsight.com and lmeyer@gainsight.com

501
sai_ram
5 years ago
sai_ram
sai_ramExpert ⭐️⭐️
published in Customer Success (CS)
Your ideas are being implemented during our Product upgrades/releases(V6.4 July Release)

@All We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions! Here's the complete list.  For reference please follow below articles. https://support.gainsight.com/Release_Notes/Current_Release_Notes/Release_Notes_Version_6.4_July_2019 https://support.gainsight.com/View_More_Categories/GainsightNXT/Gainsight_NXT_Release_Notes/Gainsight_NXT_Release_Notes_6.4_July_2019   Please revert for any queries Email : spulluri@gainsight.com and lmeyer@gainsight.com

301
sai_ram
5 years ago
P
piercecomeauxContributor ⭐️
asked in Customer Success (CS)
Dashboard builder not updating

Hi All, I'm attempting to complete Admin - Reports & Dashboards - SFDC & NXT - Part 2 in my gainsight training org, but receiving the same message that my "Dashboard permissions setup in MDA is in progress. Please check back in few minutes.". It's been like this for a few hours, tried logging out and back in, no change. Thanks,

593
sai_ram
5 years ago
puna
punaHelper ⭐️
asked in Customer Success (CS)
Rounding Up Integer/Currency to Higher Place Value in Reporting

I may have missed it, but how does one abbreviate a value? Example: Rounding $58,014,494 to display 58M or $390,123 to 390K? I have reports that show sums similar to these amounts and would like to display them in a cleaner fashion as the actual amounts make the report look very congested. My thinking is it's not possible and that I'd have to create versions of the source data already in this format, but I really hope I'm wrong. Thanks in advance!

452
puna
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight Mobile App Updates - June 7 & 21

Our product team is frequently improving the mobile app and addressing issues. You can read about the most recent release details ​here.​​ Please continue to share your feedback on the new Gainsight mobile app here in the Community!

1038
manu_mittal
5 years ago
dallis_king
dallis_kingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Sum Column Calculations With $

Hello, I'm trying to build a simple report that shows a list of certain accounts and a sum of their ARR. However, when I try to sum the ARR column, the report doesn't return anything. I suspect this is because the ARR includes a $, as I tested this same thing with other numbers that didn't include symbols and the summing worked properly then  I can't remove the $ as it's coming straight from Salesforce. This seems like it should be easy to do. Is there something I'm missing?

844
jason_metzler
5 years ago
B
billgContributor ⭐️
asked in Customer Success (CS)
career hub

Are there any current issues impacting the posting of jobs on the Career Hub? Thanks,

250
B
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
August 6.5 Release is Live!

For orgs that opt in to automatic upgrades, the 6.5 CS release is live! You can watch this 6-min. video preview of what's new in this release, as well as read all about it in our published release notes.    Highlights include: Add Comments to Timeline Activities, @mention users in comments, and get notified when you're mentioned in a comment. Comments are available in 360 > Timeline, Cockpit, and Gainsight widgets; and soon they'll be available in mobile too! Hover on objects and fields in the Report Builder to view contextual help. Great for new admins or anyone who's uncertain of which objects or fields to use for reporting! New Enablement Engine allows you to create in-app engagements to help onboard and train users on your Gainsight and CS processes! Note: This is a new offering available as an add-on to your CS subscription. Contact your account manager for more information! New Load to People rule action simplifies the process for loading data to th

562
manmeet_dosanjh
5 years ago
jeremy_johnston
jeremy_johnstonHelper ⭐️
asked in Customer Success (CS)
Suggestions for distinguishing multiple Accounts in Gainsight with the same name

Hello All, I'm seeking feedback and suggestions on how to make it easier to distinguish between multiple accounts in Gainsight that have the same name. We have multiple accounts which are not duplicates, but share the same name 'George P Johnson' or 'George P. Johnson'. They exist in Salesforce and Gainsight in a 1to1 relation. Each is covered by a different CSM, and the CSMs would like to be able to distinguish which 'George P Johnson' account is their when the do a Customer search in GS. As it stands, when they search by name they get the multiple matching results with no way to know which they cover. Merging the accounts in SFDC isn't an option, they exist for valid business reasons. Any ideas? Thanks! JJ

1045
keith_mattes
5 years ago
kcsp
kcsp
asked in Customer Success (CS)
Gainsight and Lightning

We are switching to Salesforce Lightning and I noticed a few changes that are not in our current version of Gainsight. Mainly the collapse/expand SFDC header button and when clicking a Rule link doesn't open the Rule Preview where you can view and download records. Is this something that needs to be updated on Gainsight's end, our SFDC side, or is this not going to be supported in Lightning?

571
kate_green
5 years ago
GameChangerAdmin
GameChangerAdminGainsight Employee ⭐️
published in Customer Success (CS)
Pulse Conference: New Admin Success Track!

  This year at Pulse we are dedicating an entire track to Admins! Our intent is to give you Gainsight product specific content that is useful for all of our amazing admins. We'll have product roadmap deep dives where you can learn about our direction on the platform, CSM end user solutions and beyond! We'll also focus on how you can leverage your customer usage and interactions to drive better business outcomes. A major component of the admin track will be Customer Showcases. Different than other customer showcases that might focus purely on the business side of things, this showcase will ask customer admins to present their technical solution AND go deep on how they did it. Think of it as a "recipe" that attendees can take home and try on their own. We know that you will want to be in attendance for all of these technical sessions! But ... there's more ... Would you like to be a featured presenter at Pulse as part of the Admin Success Track? If you have a creative solution y

12616
dan_ahrens
5 years ago

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