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Customer Success (CS)

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

  • 4,905 Topics
  • 15,511 Replies
4905 Topics
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Name Conditional Wait Steps Similar to Email Steps

Would like to be able to name the conditional wait step so it's easy to determine what the decision logic is as you're looking through the steps of the program canvas, just as you can name the email step so you know what email is deploying without having to click into the action.

322
diane_morneau
5 years ago
joe_difilippo
joe_difilippoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible to add attachments to a CTA?

Hi all, I am looking into if Gainsight has the ability to attach a document to a CTA. I saw https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/01_Configure_CTA_File_Attachments but it looks like that is for the CSM to add an attachment after the fact. That is not our use cause. Example: Executive Business Review is sent to the CSM - Can we attach a sample EBR agenda that the CSM can review? Potential workaround could be to have the sample agenda be a task within a playbook but wanted to see if anyone else has done something similar. Thanks! Joe

2125
faust_belarmino
5 years ago
joe_h
joe_hContributor ⭐️⭐️
asked in Customer Success (CS)
Assign Gainsight License in Sandbox

Hi. we have a new person that will handle Gainsight, and I assigned her a license in Production. We don't want her touching the data in Prod until she learns the ropes, so I had to create her in our full sandbox because we're in between refreshes. When I tried to assign a Gainsight license in the Full sandbox, I didn't see the Manage Licenses link under the Installed Packages section like I do in Production. Is there a way to assign licenses in the full sandbox, or do I have to wait for a refresh? Thanks, Joe

1071
sai_ram
5 years ago
prathap
prathapContributor ⭐️⭐️
asked in Customer Success (CS)
Translate Thank you Message in Survey 2.0

In Surveys 2.0 we have an option of translating several areas into other desired languages. In the same way can we also make the Thank you Message change as per the desired language (variant). As of now we don't have this feature, so can we consider and implement in future releases. Scenario - If we have 4 lanaguages - Spanish, Dutch, Portuguese and French. Now Content of the mail, Survey, the questions and options all will be in the selected language. But when this is done the Thank You message is sent in same language for all this. So users are requesting to have an option to configure Thank You message too in different languages and send them based on the Selected language. Multiple customers have requested for this option.

1163
N
5 years ago
jake_smith
jake_smithContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
PeopleMaps Feedback - List from our team

I figured it would be best to consolidate a list of feedback/requests from our org in one forum. Please let me know if others find these requests useful, or if they will be worked on 1) (FR) We would find it useful if we could use a field to map one or more Companies to a person in this section. This may be difficult, but we have customer users that have worked for different companies that we'd like to show. 2) (FR) We'd like to be able to see multiple orgs in a single view; i.e. show two hierarchies for groups working with product A and B on the same page 3) (Question) Will dragging capabilities only be available in NXT? 4)(FR) Can we create labels for each heirarchy? I.e. name of the product/use case they are working with Thanks!

1336
kunal_bhat
5 years ago
hardik_mota
hardik_motaHelper ⭐️
asked in Customer Success (CS)
Support program access in NXT org's for "profesional" SFDC instance

Hi Team, One of our customer was unable to access program, inspite of all the required permissions provided in "professional" instance. The Programs started working after the client upgraded their SFDC instance to Enterprise - it would not work on Professional. Error message: https://cl.ly/76a3dc70b84e Hence logging this request to support programs for "profesional" SFDC instance

423
hardik_mota
5 years ago
kunal_bhat
kunal_bhatHelper ⭐️⭐️⭐️
published in Customer Success (CS)
Write from Gainsight Person to Salesforce Contacts

Hi, Here's a quick walkthrough of how to write data from the Gainsight Person model to Salesforce Contacts. This will be helpful to create new Contacts as well as syncing over changes made to existing contacts. https://vimeo.com/339553987 Hope this helps! Thanks, Kunal

1621
manmeet_dosanjh
5 years ago
L
lucianlutaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Has everyone experienced slowness in the rules processing lately?

For us, it got unbearable in the past week. Rules are running for more than 10 minutes with just a few thousand records. Have you experienced the same?

533
dan_ahrens
5 years ago
shiela_kern
shiela_kernContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How will Person/People Mapping exist with Sponsor Tracking?

Hello, Can you please share the roadmap for how the new Person/People Mapping feature will exist with Sponsor Tracking in the 360? Will both continue to exist? It seems like Person/People will solve for many enhancement requests that were originally requested under sponsor tracking, so was unsure if Sponsor Tracking will still remain and how it is intended to be used in conjunction with the now new Person Funtionality available? If they continue to both exist, what are the main differences between the two? - My understanding from researching sponsor tracking is it has the ability to generate a CTA when there is a change inthe sponsor, and so that is a unique feature that will not exist with Person/People map, although both can link to the linkedin profile? - Sponsor tracking also is limited to tracking SFDC Contacts only, whereas Person allows you to add external contacts that are not dependent on SF. - Sponsor tracking also integrates with Journey Orchestrator, whereas person

841
kunal_bhat
5 years ago
james_whitehead
james_whiteheadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
E-Mail to Timeline: Delete drafts with Rules Engine

Good Afternoon- I had a request from our CCO regarding E-Mail to timeline Drafts: Is it possible to write a rule to automatically delete timeline Drafts created by E-Mail to Timeline after a specific amount of time (30/60/90 days)? We want to avoid issues similar to what we have with tasks automatically created by Marketo in Salesforce when we don't have an e-mail address for a contact we're e-mailing/an e-mail bounces, etc. Thanks! -Jim

583
lila_meyer
5 years ago
ankur_bhat
ankur_bhatHelper ⭐️
asked in Customer Success (CS)
Configuring Opt out messages

Would it possible to show Opt out messages less than 5 in Manage Subscription (lets say 2 out of 5). Currently, it won't allow to save if the options are removed in Opt out settings.

211
K
5 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Transactional Surveys (Survey 2.0) learning

I recently encoutered a peculiar behavior that I thought I'll share with the community. If you recall, transactional surveys are used as a means to collect feedback after a specific transaction - such as a support ticket, onboarding, project, event etc. It is differerent than NPS and is called CSAT in many circles. When using transactional surveys, it is expected to associate a transactional object such as the link to the support ticket, or the onboarding project specific to the customer being surveyed. While working with Survey 2.0, and selecting the survey type = transactional in the dropdown, I tried to look for an object to associate the survey with, which in this case was an object called 'Support Tickets' in salesforce. I could not access this object as in it did not show this object in the list of the objects that I can use in my transactional survey. So my first instinct was to see if I really have the permissions to access this object at all. And so I

2315
N
5 years ago
A
abhijeet_bakareContributor ⭐️⭐️
asked in Customer Success (CS)
Can a CTA be assigned to a inactive Salesforce user?

Can a CTA be assigned to a inactive Salesforce user? I think we cannot assign it manually. But, we can assign it via Rules Engine.

422
A
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch V6.3.4 is Live - May 28, 2019

For orgs that take automatic upgrades, we released the 6.3.4 patch to Gainsight on May 28, which addresses a problem with Survey Responses in the Gainsight Account Widget. Previously, users with a Gainsight Viewer License were unable to view Survey Responses from the Gainsight Account Widget. This issue is now resolved and users can view the Survey Responses as expected.

310
lila_meyer
5 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Limit on attachments

I was reading through the documentation on attachment limits. As such, there are different limits based on the solution of choice. So, I have created a truth table to help keep this straight for me and hopefully this can be of use to the community. See below.

291
sai_ram
5 years ago
jaw
jawContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Adding Activity Types and Fields in Timeline to link to the scorecard

Hi, Is there documentation that shows how to add status and trend fields in Timeline and then those fields link back to the scorecard? Thank you in advance!

2089
dan_ahrens
5 years ago
jmccann
jmccannContributor ⭐️
asked in Customer Success (CS)
CTA/Playbook reoccurrence

We have weekly and every other week meetings with our clients and we track these meetings via CTA and a Status Report Playbook. Is it possible to schedule a reoccurrence of this CTA/Playbook similar to creating a reoccurring meeting in Outlook?

642
dan_ahrens
5 years ago
ankur_bhat
ankur_bhatHelper ⭐️
asked in Customer Success (CS)
Viewing Data in MDA Objects

Posting this on behalf of a Customer. Would it be possible for us to show a certain/minimum number of records (lets say 1000) in Data Management when clicking on 'data'?

481
pgeorge
5 years ago
sai_ram
sai_ramExpert ⭐️⭐️
published in Customer Success (CS)
Your ideas are being implemented during our Product upgrades/releases(V6.3 May 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. Please revert for any queries Email : spulluri@gainsight.com and lmeyer@gainsight.com

550
sai_ram
5 years ago
amanda_neil
amanda_neilContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Missing picture when using email to timeline

Anyone else missing their picture when using Email to Timeline Beta?

756
alex_legay
5 years ago
S
sainyam_sandhuContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Created date changes when 3rd party NPS results are imported into NPS 2.0

We had previous 2 quarter NPS surveys done in surveymonkey. We didnt use the survey monkey integration to bring in the NPS results (as Gainsight was deployed later). we imported the excel sheet data into NPS 1.0 and then used the new migration utility to bring those over to NPS 2.0 While bringing into GS changes the created date of the old NPS responses to the date when migration is successful. It would be helpful to keep the created date of the old NPS survey to be the original one when survey was sent out so that we can use that date to mark it to build trend over our quarters.

361
P
5 years ago
lakshmi_chaitanya
lakshmi_chaitanyaHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
What product would you like to be included in Gainsight Analyzer next?

Advanced Outreach Analyzer Cockpit Analyzer Success Plan Analyzer OtherYour response is hight valuable to us, Do checkout Gainsight analyzer to gain insights about your org and to get recommendations to improve it further

1606
john_apple
5 years ago
V
vkasturiContributor ⭐️
asked in Customer Success (CS)
Trying to load Company Person, getting a blank dialog box (see below)

Trying to follow the document listed on the FAQ https://support.gainsight.com/Rules_Engine/Admin_Guides/Load_to_Person_Model_using_Rules_Engine_Action_Types#Setup_Load_to_Company_Person_Action_Type I am trying to create a rule to select a few contacts from SFDC and load it into Gainsight. The setup rule works just fine but when I go to the Setup Action click on + Action and select "Load to Company Person" I get a beautiful dialog box something I have never seen before It is completely blank but has an OK button on it. If I click OK it does not take me to the mapping box instead I get I am missing the field mappings section of the screen. (See "Load to Customers" as an example below). ?

704
sai_ram
5 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
People Maps - Dates of Last Met are out of sync

Hi, First of all, thanks for this amazing functionality - it's a privilege to be involved! We seem to have come across a bug though where the Timeline dates in the maps are out of sync by 2 days – for some accounts, some are fine as far as I can see. Not sure if anyone else has experienced it but please advise how to fix this. Thanks Katerina

512
kunal_bhat
5 years ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA 'escalation' process

Has anyone developed a CTA 'escalation' process within the Gainsight Cockpit, whereby if a CTA goes un-touched or un-completed for a given amount of time, a process kicks off to involve the CSM's Manager? I'm in discussions with a line of business regarding this, and they want a CSM's Manager to somehow be informed if a CTA of a certain Type and Reason is not attended to for a given timeframe. Perhaps the CTA is re-assigned to the CSM's Manager. Or a new Task is added to the existing CTA that is to the CSM's Manager so it appears in the CSM Manager's Cockpit as well. I'm thinking now that Bionic Rules' "Call To Action" actions won't be enough to accomplish this, as they deal primarily in creating and closing CTAs, but not modifying existing CTAs. I have a hunch that "Load to SFDC" might work because CTAs and Tasks are SFDC objects under the covers, but before I invest in that work, I'm seeking ideas from

1483
faust_belarmino
5 years ago

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