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Customer Success (CS)

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

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4922 Topics

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

1150

5 years ago

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!

270

5 years ago

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

5 years ago

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

5 years ago

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!

1120

5 years ago

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?

330

5 years ago

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?

810

5 years ago

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?

440

5 years ago

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

500

5 years ago

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

300

5 years ago

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,

590

5 years ago

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!

450

5 years ago

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!

1030

5 years ago

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?

840

5 years ago

billgContributor ⭐️

asked in Customer Success (CS)

career hub

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

260

5 years ago

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

560

5 years ago

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

1040

5 years ago

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?

570

5 years ago

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

1260

5 years ago

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?

2600

5 years ago

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.

1210

5 years ago

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

630

5 years ago

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.

400

5 years ago

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

950

5 years ago

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.

340

5 years ago

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