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Customer Success (CS)

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

  • 4,904 Topics
  • 15,511 Replies
4904 Topics
kcsp
kcsp
asked in Customer Success (CS)
Can you Add New Columns to an Existing S3 Dataset Task?

I have an existing S3 Dataset task that ingests a file that has our customer usage in it. There are new columns we are including in the file. I was trying to edit the S3 task to add in the new columns, and it doesn't look like Gainsight picks up the new columns in the Columns section, but I can see the columns if I click "Preview." Is there a way to add new columns to the data file? Or do I have to create a new S3 Dataset task?

2603
kcsp
5 years ago
whitney
whitneyContributor ⭐️⭐️
asked in Customer Success (CS)
Dashboards: "View As" Different Users

Is there currently any functionality available to view dashboards as a particular user? Essentially, could a team manager add a filter across all of the reports within a given dashboard to view details about a particular CSMs book of business. Note: I am not referring the to SFDC Admin capability of logging in as a user.

1214
whitney
5 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Why would a system-level IP block affect only some addresses at a domain?

I have 3 contacts at an account that were sent the first two emails of a Welcome series. Two of the three contacts hard bounced for the second email, and one contact has successfully received the first two and a third email. When I look up the bounce reason, it states: 421 4.7.1: Data command rejected: IP blocked for behavior. Wouldn't the third contact also be blocked at the recipient domain if it is blocking the IP address (all contacts were emailed in the same batch)? Should I remove the blacklist for the two contacts or is it a valid suppression? Is there a report I can pull to provide all bounces with their reasons YTD? How strictly does Gainsight monitor its customers' sending habits and their impacts to overall deliverability? I feel like I see more 'global suppression' type bounces than I've seen at other ESPs, and those were prospect email lists which I'd argue are higher risk than what should be primarily customer contacts for any of Gainsigh

634
john_apple
5 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Is there a list of the most common email validator blacklist reasons and what they mean?

I'm looking for a list of all (or at least the most common) reasons that cause an email to be blacklisted. Some are self explanatory, but I seem to have run into a few lately that need some translating. I want to make sure I'm not just removing them from the blacklist to have them be put back on immediately the next time we attempt to email them.

401
heather_hansen
5 years ago
john_apple
john_appleExpert ⭐️
asked in Customer Success (CS)
Email Logs say Hard Bounce but Email Validator says not Blacklisted

Curious why we are seeing a Hard Bounce date in the log but then when we check Email Validator it says the address is not blacklisted

955
diane_morneau
5 years ago
spencer_engel
spencer_engelExpert ⭐️
asked in Customer Success (CS)
Show what type of MDA object I'm sourcing

When choosing which MDA object I'm sourcing in rules or reports, I think it would be nice to know whether said object is a Custom, Standard, or System object before I actually select it. Could be as simple as having a little icon next to each object similar to how we have an icon next to fields in the report builder and rules engine indicating whether a field is a string, number, ID, etc.

342
sai_ram
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
July's Release is Big - Reallly Big!

Our next release has so many great new features and enhancements, it's like Christmas is coming in July!    V6.4 of Gainsight's Customer Success application is being pushed to Sandbox environments July 2, and will be live in your production orgs on July 16*. For a preview of what's coming, check out our draft release notes.    Here's a sneak peek at what's included: Adoption Explorer is generally available with this release! AE is included in the standard CS license, and helps manage your customer’s usage data in the Gainsight environment. People Map is also generally available as an add-on to the CS license. People Maps presents your contacts in an organizational chart to understand the roles and relationships of the people you do business with.** Renewal Center is all new and generally available as an add-on to the CS license. RC helps users forecast and manage their book of business by enriching Salesforce opportunity data with likelihood to renew

20424
sai_kumar
5 years ago
T
tvermaContributor ⭐️
asked in Customer Success (CS)
Gainsight Admin - how long to complete courses?

Hi - I'm preparing to start the courses for my Gainsight Admin Certification. On average, how long should I expect it to take to get all the way through the curriculum? Thanks!

3244
elaine_cleary
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight CS Product Roadmap Webinar for Customers

Want to learn more about what's coming on Gainsight's CS Product Roadmap? Please join us 10 - 11:30 AM PST on Thursday, September 12th to hear Maksim Ovsyannikov, our SVP of Product Management, share our exciting roadmap for the Gainsight Customer Cloud.    Click here to register for the session!   Please note, this session is for Gainsight customers only.

460
lila_meyer
5 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How to report on total bounces and failed participants with their blocked reason?

I had this question as part of a different post but it should be its own. I have concerns over the impact of Gainsight's Global Suppression list on our ability to mail to our customers. What objects can I reference that will allow me to pull a list of all program bounces, program entry failures due to being on the bounce list, and their block list reasons (ie, the reason shown under the email validator)?

1112
kelly
5 years ago
C
chharrisContributor ⭐️
asked in Customer Success (CS)
Displaying data in 360

Heya, Relativly new to configuring Gainsight but I am investigating how to display ticket data for our accounts. I have the data ingestion happening through the S3 into a specific object. But is there a specific section that I can use within the c360 to display the support data? (this has to be ingested via s3 as we are using Freshdesk so there is no standard connector) Chris

521
dan_ahrens
5 years ago
bharland
bharlandContributor ⭐️⭐️
published in Customer Success (CS)
A method for importing SFDC fields to Success Plans

Hey all! First time poster, so if this is something widely known... please feel free to let me know and I can pull this down. Our team's challenge was to create Success Plans that loaded fields from multiple SFDC (SalesForce) objects to help our team bring all onboarding information into one place. Moreover, by listing all of our key onboarding goals, we could use the share settings of Success Plans to ensure that client deliverables were known, achievable, and completed by the end of onboarding. I ended up using the following method to load SFDC fields to Success Plans successfully, hopefully it helps someone else trying to do the same. This allowed us to expose info gathered prior to onboarding on the 'Plan Info' tab of Success Plans, though I wasn't able to get them directly into the objectives. If you have found a way to load Matrix/SFDC fields to Success Plan objectives, I'd love to hear it. A note before I begin. This method presupposes that you are ga

1993
meenal_shukla
5 years ago
james_whitehead
james_whiteheadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reports: Is there any way to filter for the most recent entries on a single client?

Good Morning- I'm building a report for our CCO, and one of his requests is something I'm not sure how to accomplish. The report is built off of one of our scorecard metrics, and it's our first attempt at risk escalation. Here's how the report is built: Show Me Fields: - Company Name - Expiration Date - Current Amount - CSM Name - Overall Health Score - Account Status (the health score metric we're filtering by) - Score Modified Date Filters: - Account Status < 90 - Modified Date >= Last 30 days - Lifecycle Stage != Churned Right now the report is showing all Score Modified Dates for the last 30 days (As is shown by the Filter. Each Company has 3-6 updates in the last 30 days). Our CCO only wants to see the most recent Score Modified Date, and he doesn't want to sort by the Score Modified Date. How would you put this in? My first inclination would be "Modified Date = MAX DATE", but that isn't an option. Thanks

1032
sagan_sherlin
5 years ago
keith_mattes
keith_mattesHelper ⭐️⭐️
asked in Customer Success (CS)
Want to systematically "delete" or "remove" data from your objects? I bet you do!

We have a user story that mandated that we combine all Open and Closed Order data. Due to partial orders/refturns/refunds we did an exhaustive review of upsert routines and identifiers and ultimately needed DAILY purges of Open Orders with daily updates in order for our reports to be accurate. So hmm..well.. what to do? First...we opened a support ticket requesting Admin capability to schedule record deletion... and that is frowned upon... then we asked for Ops to delete data daily based off a custom identifier... (fingers crossed) ... and then we started to try to get creative since a due date for this is of course... yesterday.. Here are some facts about the scenario and then the solution, maybe someone can think of a way to improve/consolidate or perhaps leverage part of this approach? Two files on S3: OpenOrders, Closed Orders One data object: AllOrders Three Rules to rule them all (sequentially and in rule chain, please review rule 2 prior to 1) 1) Null/Clear Records

2280
keith_mattes
5 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
GS Analyzer: Make reports under the Configuration Home drilldowns larger

I love GS Analyzer so much. Could we enlarge the reports on all the Config Home drilldowns so that you can see more records without having to scroll as much? There's a lot of white space there. Thank you! Example - Rules Analyzer; Bionic - Active:

441
phanindra_sambaraju
5 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Journey Orchestrator - Help with Program

We currently have a program running that sends out some value-add emails at certain time periods. Now, we'd like to add the creation of a CTA for the CSM when the email bounces so that they can address accordingly. I can't seem to figure out how to do so. Has anyone done something similar? Right now, I'm trying to use Conditional Waits, but I don't seem to have a way to indicate an email bounce. Has anyone done something similar? Also, after the last email, if it doesn't bounce, I want to end the outreach, but I don't have an option to create an End Outreach after a Conditional Wait.

712
heather_hansen
5 years ago
devin_stevens
devin_stevensHelper ⭐️
asked in Customer Success (CS)
Threading in Timeline

With the enhancement of the @ mention in timeline, it would be great to be able create threads. Many users are @ mentioning others with questions, follow-ups, etc. but there is not a clean way to answer these questions in a sub-post. Instead I'm following up in.... a net new post (probably unnecessary noise in timeline) or email (valuable information not being shared with the broader organization).

10710
M
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Our August 6.5 Release is HOT! And Coming Soon!

Find a comfy spot in the shade, pull up a chair, and read about all the sundry ways that Gainsight is going to be even more awesome after our August 6.5 release on August 13!Here's just a few teasers, but you can read more about the upcoming enhancements in our SFDC edition or NXT draft release notes.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!The 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! A new Load to People rule

525
lila_meyer
5 years ago
james_whitehead
james_whiteheadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Applying playbook to success plan objective: No playbooks are shown as available

Good morning- I'm building some test Success Plans in preparation for launching our first ones later this month and have run into an issue: We're on Relationships. I built a Relationship-level Testing success plan, added an Objective, and attempted to map a playbook to it. No playbooks are available, even though we have a lot of Relationship-level playbooks built. What would be causing this? Thanks -Jim

2217
lila_meyer
5 years ago
grace_tester_919
grace_tester_919Contributor ⭐️⭐️
asked in Customer Success (CS)
Modified Date for Tracking Purposes to Unified Scorecard Fact -

We have reports built on The Unified Scorecard fact/Scorecard Mass Edit table and want to be able to report on a single attribute and when it was last updated...does anyone have an easy way to do that?

874
pele
5 years ago
krishna_reddy_k
krishna_reddy_kGainsight Employee ⭐️
asked in Customer Success (CS)
CTA Flagged date

It looks like there is no direct way to report on Call To Action to get CTA Flagged Date. It would be helpful to manage risks in a better way Is there any plan to show the CTA Flagged Date in Call to Action Object?

666
A
5 years ago
jaw
jawContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reminder Notifications for Upcoming Tasks or CTAs

Is there a way for a CSM to receive reminder email notifications for when an upcoming task within a CTA or Objective is due?

3862
dan_ahrens
5 years ago
einat_pick
einat_pickContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Highlight the searched text in Timeline search result

The search option in Timeline is great. It would be even greater if the searched text would be highlighted in the result. Similar to the way this is done in Gmail. Thanks, Einat

652
darkknight
5 years ago
J
jnguyen3Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Unable to formulate a total percentage when using summation

Please see example above:

755
rakesh
5 years ago
H
harriseilenbergContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Report Conditional Formatting

Are there any plans to introduce conditional formatting to reports? I have a number of use cases where this would be extremely helpful. Color cells based on Overall scorecard score. Color cells based on opportunity probability / forecast

1411
rakesh
5 years ago

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