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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
kcsp
kcsp
asked in Customer Success (CS)
View Result Sets of Queries and Merges when Creating Rules

It would be super helpful to be able to see the data as you're making adjustments in the Rules Engine. I've heard the workaround for this is to create a report, but this means I have to flip from report to Rules to see how changes are effecting the data, which would be easier to troubleshoot in the same page.

590
dan_ahrens
5 years ago
tinalindor8
tinalindor8Contributor ⭐️⭐️
asked in Customer Success (CS)
Customer cannot open a survey link that was sent out via a Program Model

Hello! We have a customer who cannot open a survey via the link in our Program outreach. This is only ocurring for this one customer. I am going to be connecting with them to try and troubleshoot but was curious if anyone else has experienced this and if there is a common reason why it happens? (Certain browser, Email restrictions, Pop-up blocker, etc.) Any insight is much appreciated! Thank you!

580
sai_ram
5 years ago
shane_mccoy
shane_mccoyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Inline Survey Desired Behavior

I'm testing using the Inline Survey feature for the first time this week and I just want to confirm if I'm exhibiting the desired outcome. My goal with the Inline Survey Program was to reduce the amount of clicks that a recipient has to take in order to respond to a NPS question. My thinking is that they are more likely to fill out the survey directly from their email browser compared to them being told to click a "Take This Survey!" button. However, the NPS question that is presented in the email just takes you the survey in your web browser. So it seems to me that the inline survey option is just a way to display the question in the email before it is presented again in the web browser. In essence, a fancier survey button. Did I have the wrong idea when it came to the expected behavior of Inline Surveys or did I just configure this incorrectly? Thanks for your time. Shane

1800
dan_ahrens
5 years ago
tony_tao
tony_taoContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How to send an email when sponsor changes company

Hi, I am looking to send an internal email alert when a Sponsor Changes company. I was hoping to use a program to build this out. What I am having trouble with is how to build a query that states a change in company as a the indicator for an email. Does anyone have any advice on how to build this out?

350
dan_ahrens
5 years ago
manmeet_dosanjh
manmeet_dosanjhHelper ⭐️
asked in Customer Success (CS)
S3 Bucket setup - Source CSV file

Hi! I am trying to set up a new data ingest job via the S3 Bucket in Connectors. I am having trouble finding the source csv field.. do I just use what I have saved on my computer or wait to actually send it via the S3 datafeed and then I can pull it in for mapping? Not sure how the Connector picks up on the csv field. Any help on this setup would be much appreciated! To go over the process: I create the code to push the csv into the S3 connector using the Bucket Path, access key, and security token information that I can find in the Connector section of GS. Then I create a new Data Injest job, add the CSV? (This is where I am unsure on how to add the CSV to finish the mapping to the MDA) Cheers, Manmeet

1090
manmeet_dosanjh
5 years ago
shiv_kumar_katiyar
shiv_kumar_katiyarGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Why this "restricted" icon appears while creating a task?

See the.gif below-

900
venkatesh
5 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Have you tried the direct email from the CTA yet?

No, I am not talking about Email Assist. I am talking about the ability to send an email from the CTA without applying any playbook. It is wild! Blew my mind!

930
meenal_shukla
5 years ago
A
Anonymous
asked in Customer Success (CS)
Is there a way to open multiple customers at once by Salesforce ID?

I would like to open multiple customers in one go from a list of IDs. Rather than pasting each ID separately into the Gainsight Customer Search bar, I would like to find a way to do this quicker. Any suggestions?

600
A
5 years ago
justin_bills
justin_billsContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
First Survey 2.0 created, but results not showing in the C360 for customers

Do I have to enable soemthign to start showing these results? I'm still only seeing my Survey 1.0 NPS/Survey repsonses on my customer's 360 page.

990
lyne_therien
5 years ago
chad_horenfeldt_c2ba52
chad_horenfeldt_c2ba52Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can I limit the number of emails a contact receives in JO?

Other email systems allow you to exclude contacts from automated programs if they have received X amount of emails within Y days. Does Gainsight have that functionality? My concern is that once we get moving with automation, a contact could get too many emails. We would want to exclude them from certain campaigns.

320
chad_horenfeldt_c2ba52
5 years ago
diane_morneau
diane_morneauHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Run a rule with no action

I would like to use rules to get a count of result records, or even better, the count with the results list. I am doing this in rules because the process involves multiple tables. I don't want to take action on each of the results. I just want to report on them. For just reporting the count of results The count I need is part of the rule report - showing on my last task line. While I can run the rule manually to get this each time I need it, can I schedule the rule with no action so that this report is delivered automatically? No processing is needed on the results. For reporting the count with a list of results I noticed that if no action is set up, all I get is the first tab in the rules report. So if I want to get a list of results, is there a harmless action I can plan? If my results were a list of contacts, I can probably set a field to a given value. In this case, the results is a list of accounts within a relationship. Suggestions?

400
seth
5 years ago
joseph_siudzinski
joseph_siudzinskiHelper ⭐️
asked in Customer Success (CS)
How to load to the Person Object

I could be missing how to do this in the documentation, but struggling to see how to load to the person object through a rule. My end goal is to actually load to the company person object, but from everything I can see, the Person ID is required to do that. I don't see a rule action or ability through S3 to load to the person object. Documentation seems to make it sound possible but I'm not seeing the ability in the load to company person object. Any help would be appreciated!

550
kunal_bhat
5 years ago
jamoreman
jamoremanContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Surveys 2.0 NPS Model & JO - Triggering CTAs

Is there a way (as you could in surveys 1.0), to trigger CTAs based on survey response scores in Programs? I see that you can create a CTA, but there are only basic parameters that can be set - nothing that I see where you can select the score to trigger the CTA. Am I missing something??

640
jamoreman
5 years ago
ajit
ajitContributor ⭐️⭐️
asked in Customer Success (CS)
CTA with Task associated Does not show the lowest Due date from the Task, instead it shows the highest Due date.

CTA with Multiple Task associated Does not show the lowest Due date from the Task, instead it shows the highest Due date.

510
sai_ram
5 years ago
A
ana_gHelper ⭐️
asked in Customer Success (CS)
Is there a filter against user's company domain when logging email activities?

We are trying to utilize a workaround for "forwarding" emails to Gainsight without having to look for drafts in Global Timeline. As our CSMs have a unique email address for each of our customers, we tried adding that email address to the Person object manually in the C360, emailing TO that email address, and BCCing the email address Gainsight provided. However, the email did not appear in Timeline. Though the email and actual user's email address are different, is it possible that Gainsight won't log any emails TO an email address with the user's company domain? Why didn't the email get logged to Timeline?  

650
dan_ahrens
5 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
There should be a way to add an end outreach step just after the positive path in Conditional wait

Right now, I can't immediately add an end outreach step just after the conditional wait but there are use cases where it can come in handy. For example, I want to send an auto-renewal reminder two times. 1. 60 days in advance of renewal 2. 30 days in advance of renewal (This will be only sent to those customers who have not responded to the first email. If they have responded to the first email, the csms will change the opp stage from X to Y) So I send out the first email and then have a conditional wait with wait upto 30 days, is stage = Y. If yes, end the outreach. If No, the condtional timer will wait for 30 days and then you can send an email in No Branch and end the outreach. I can't do this since I can't immediately end an outreach after the conditional wait on the yes path.

550
meenal_shukla
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
New Timeline Enhancements Available Today

Gainsight released several Timeline enhancements on June 4 for customer orgs with version 6.3.4.   Draft Activity Limit Per User: Gainsight now calculates your draft limits at the User level and not at the org level. Previously, the draft limit was set to 2000 per tenant. This limit will now be calculated at the User level. Each user can log a maximum of 50 drafts. This limit includes: Activities which were auto saved as drafts Email to Timeline emails which were logged as drafts Ability to Mass Delete Draft Activities: Previously, users had to manually delete each draft activity. Gainsight now allows users to delete multiple drafts simultaneously. A check box has been introduced for each draft to accomplish this task.   Ability to Create Reports, Rules and Surveys on Attendees: You can now use the Timeline Internal Attendees and External Attendees fields in various analytical and action based modules of Gainsight. To accomplish this task, Gains

2740
shannon
5 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
In a program, how can I inform multiple stakeholders that a CSAT response has been submitted?

Customer is trying to send out a CSAT survey and using Financial Force project as an associated object. How can they inform the project manager and the Customer Success manager with the right link to the project and the CSAT score they have recieved? Customer does not want to create another program just for this reason and I am not sure if it is possible to asscoiate the object (Financial Force) from a different program. cc: Ben Edelstien

490
dan_ahrens
5 years ago
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.

320
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

2170
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

1100
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.

1160
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!

1330
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

420
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

1630
manmeet_dosanjh
5 years ago

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