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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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  • 15,942 Replies
5039 Topics
spencer_engel
spencer_engelExpert ⭐️
published in Customer Success (CS)
Scorecard report: How to show scorecard measure improvements and declines

A very common request I get during Admin Office Hours is "how do I show improvements or declines in scorecard measures or overall score" This tends to be an important thing for Customer Success teams (and other teams too!) to see and either learn why things are going well or what's going wrong and course-correct. Let me know if you have any questions in the comments!

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CristianaF
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dsreedharContributor ⭐️
asked in Customer Success (CS)
Co-authoring Meeting Notes in Gainsight: Native Feature or Third-Party Tool Integration?

Is there a way for both CSMs and TAMs to co-author meeting notes in Gainsight during customer meetings, similar to how it's done in Google Docs or Microsoft OneNote? If not, are there plans to introduce this feature in the future? Additionally, are there any third-party tools that can be integrated or explored for this functionality?

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matthew_lind
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
A Tale of Two Datasets: A Customer Outreach Story

You may have heard about Gainsight’s recent upgrade to the backend infrastructure of our connectors which required customers to reauthorize their connections. If this is news to you, check out the details here. Gainsight’s Product and Operations team has been managing this project to cause as little disruption to customers as possible throughout the migration. Go team! As a Senior Technical Program Manager at Gainsight who specializes in integrations (specifically between PX+CS or Support Platforms + CS), I wanted to offer assistance to customers with reauthorizing their support connectors. While the only thing admins needed to do was click “Reauthorize,” I wanted them to know that I was available to help if they ran into any hiccups. Plus, if they were interested in implementing any cool Support+CS use cases- I was their girl. So I requested the list of customers’ Support Connector reauthorization status from our Ops team and set out to lend a helping hand. The requirements were simpl

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dayn.johnson
zdsiegert
zdsiegertHelper ⭐️
asked in Customer Success (CS)
Email Open Rate at the Customer Level

Hi Admins!  I am looking to determine which of our accounts are most engaged with our Emails sent via JO.  Has anybody built out a report to determine the email open rates for accounts in a defined time period?   If so, which object did you use and how did you configure the fields?  Looking for something like the below for this year:Account 1 - 100 Emails Sent - 20 Opened - 20% Open Rate

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HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Anyway to Mass Assign People to Dashboards?

We have a TON of people in Gainsight which results in lots of dashboards. Is there any way to assign a list of people to a dashboard without manually assigning them one by one? 

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HenryHace
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
CC+CS Integration FAQs

Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below.What are the high-level benefits of a CC+CS integration?It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform. It gives CSMs valuable and actionable insights into their clients’ Community usage. It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product.How does a client set up the Community Connector?You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector.How do we map the Community data to the data in CS?This relies on the Community User Email Address. In order to

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ElleShutty
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kenaponteContributor ⭐️
asked in Customer Success (CS)
Trigger manual NPS survey

Gainsight is great in its ability to schedule NPS surveys on a host of criteria, but do we have the ability to trigger a survey manually?Use case: I’d like to send all QBR participants an NPS Survey after the QBR is executed. Can we trigger the survey after I close an ‘Send NPS’ task in the QBR CTA? or when I close the CTA itself? Some other mechanism?I know this isn’t standard behavior when executing an NPS program.

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Carol_Keyes
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Email template is stripping preheader (and other code)

When I paste a full HTML email (doctype, CSS, etc) into the WYSIWYG, everything looks fine. But a test send did not show a preheader in the inbox preview and when I return to the template, everything above the first table is stripped. Including a preheader is a basic email best practice. How can this be included, and why is so much of the code being stripped when Gainsight's own best practices dictate to use doctype? Is there something else that needs to be specified? Thanks!

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dayn.johnson
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sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Separate Admin section for Success Plan CTAs

Ability to have Custom Admin Section for CTAs that are displayed in Cockpit section of Success Plan. Hi Team,Customer is looking to have only CTA Views pertaining to Cockpit section of success Plan being displayed when CTAs of success plan are viewed. As of now, we have all CTA views visible that are created in Cockpit’s Administrative page. Please have a look at the following recording. https://share.zight.com/qGunNWY1

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lira.bContributor ⭐️
asked in Customer Success (CS)
Am I able to add a Preheader Text to Email Template?

I would like to include a Preheader Text in my email template but I do not see an option for this. I am not qualified in using the code option. Any help would be appreciated. Thanks,Lira

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dayn.johnson
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olivasmithContributor ⭐️⭐️
asked in Customer Success (CS)
Seeking Guidence To Visualize Complex Data Trends and Integrate Them with Gainsight

Hey everyone!I am working on a project where I need to visualize some pretty complex data trends and ensure that the insights are integrated seamlessly with Gainsight. The goal is to make the data not only understandable but actionable for our customer success team and stakeholders.For those of you who’ve worked with intricate datasets, what types of visualizations have you found most effective in presenting large sets of data in a clear, insightful way? I am also curious if anyone has tips on building dashboards or custom visuals that align with the data-driven processes in Gainsight. I have been through these resources/articles https://www.gainsight.com/blog/gainsight-data-architecture-explained/ Power BI Architecture, however, they are quite useful but I wanted to learn more from community members.Additionally, how are you using Gainsight’s integration capabilities to ensure that these insights are directly connected to customer health, renewals, or proactive outreach? Any best prac

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HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Any way to load Gainsight faster?

We have noticed significant increase in load times since the August UI update but have always had complaints from CSMs regarding time it takes to load dashboards/reports, filters not applying on first time, and more. Any ideas on how we can reduce load times? We have been coaching clearing cookies, resetting dashboards etc. but starting to get to a point where people are pretty frustrated. 

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HenryHace
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olivasmithContributor ⭐️⭐️
asked in Customer Success (CS)
Want To Learn Product Experience & Customer Success

Hi, I am new to Gainsight and want to learn more about the product (Product Experience & Customer Success). As I am working on my project as it has a lot of customers so I wanted to automate various things. Could you please share any guide/document so I can go through. Thanks

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HarkContributor ⭐️
asked in Customer Success (CS)
Triggering a CTA

Hi, new to Gainsight but am I able to trigger a CTA from a change in the value of a field? Use Case: If the value in the Stage field on a Company is changed from Implementing to Go-live can this create a CTA for the CSM advising them of the go-live and to use the associate playbook to on-board them to Customer Success.Thanks in advance.Hark

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markglenwalker
markglenwalkerHelper ⭐️
asked in Customer Success (CS)
Workaround for sending Email to Company Persons on Relationship Type CTA Email?

Does anyone have a good workaround for pulling in Company Persons into the “To” field for reps to search company persons when sending Emails from Relationship Type CTA Email Tasks?

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markglenwalker
bradley
bradleyExpert ⭐️
posted in Customer Success (CS)
How to Get the URL of a Rule

I recently came across needing to do this and for whatever reasons conventional means failed me, until repeating something I had tried before inexplicably did what I needed it to. So, to hopefully save others some grief in case just copying the URL after you’ve clicked on a rule doesn’t work, here you go:Note: This pertains to NXT users who login via SFDC. Base URL:YOUR_DOMAIN--jbcxm.vf.force.com/apex/GainsightNXT#rulesmanager%23%2Frule%2Fedit%2FRULE_ID%2Fdetails(I omitted the https part so this didn’t turn into a URL, but don’t forget it) Replace the bold, italicized and underlined text:Your_Domain: with whatever your SFDC domain happens to be.Rule_ID: This is the ID of the rule itself Finding the Rule ID: Run the rule successfully at least one time Look for the execution history Open the logs for a given execution of the rule Find the penultimate log that should start with “Execution started for Rule : …”. The rule ID will be in [brackets] This should take you to the Rule detai

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bradley
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Samartha B SContributor ⭐️
asked in Customer Success (CS)
Autorefresh for AI Cheat sheets

I see that we have Automated Refresh for AI cheat sheets released recently. When we say automated refresh, can the Admins set the schedule upon which the refresh happens. Or is the schedule the same for everybody globally?

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bradley
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btakmajianGainsight Employee ⭐️
asked in Customer Success (CS)
Login to US2 Tenants From Gainsight.com

When attempting to use the Login to Gainsight CS option on Gainsight.com, it does not allow you to choose which Data Center your tenant is on. This is not in line with some of our other login screens. For example, the Assist Plugin login allows you to select the data center, and routes you to the appropriate URL for you to successfully login to your tenant.  You can use different links to the other data centers, i.e. auth.us2.gainsightcloud.com or auth.eu.gainsight.com. However, these are not accessible through the main Gainsight website.  

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C
iainr
iainrContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How does timeline search logic work?

Is there any support for advanced search logic in the timeline search field?I’ve just been trying it out, and it seems that the search string published and the string “published” both return the exact same results - i.e. they will return results which are not exact matches. In this example I am getting results for publisher and other variations.In this case I want to search specifically for the word published and only return exact matches. Is there a way of doing that in the timeline search currently. Normal search syntax would be to use “ “ around your search term for exact matches, but this doesn’t seem to be respected in Gainsight

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heather_hansen
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cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
WHY ARE THERE HARDLY ANY GAINSIGHT ADMIN JOBS BEING POSTED?

IVE BEEN TRYING TI FIND A NEW ROLE AND HAVE BEEN SEARCHING FOR A COUPLE MONTHS. THERE ARE RARELY ANY JOBS BEING POSTED. HOW AM I SUPPOSED TO CONTINUE AND GROW MY CAREER WHEN THERE ARENT ANY JOBS AVAILABLE IN MY FIELD? CAN ANYBODY PLEASE HELP ME OUT.  

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romihache
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Get User ID from Activity Timeline

We are looking to build a timeline entry that triggers a CTA. The idea is, CSM 1 is transferring an account to CSM2. What we’d like to do is have CSM 1 create a timeline entry and put CSM 2 on the timeline entry somewhere. Then we have a rule to go grab that timeline entry and trigger a CTA with CSM 2 as the owner. We can do this if we add a text field, then CSM 1 adds CSM 2’s name exactly correct, then in the rule we join activity timeline to user for the ID which we can then assign as the owner. But text fields are not real reliable. We can also use internal attendees, having CSM 1 put CSM 2 in the internal attendee field, which is a look up, thus eliminates the chance of a misspelling, but it is still a text feed join, and it can get messed up if CSM 1 outs in say their name as well as CSM 2’s name. Thoughts on how we can get a user lookup field attached to a timeline entry?

282
alizee
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DesmaContributor ⭐️
posted in Customer Success (CS)
Looking for some advice on NPS how and are you weighting your results or are you using raw score? Any advice welcome

Hi 👋🏻I’m looking for advice as we have historically always weighted our NPS but we haven’t reached out and looked into other options for a good few years. I would love to hear how and if you are doing this or should we move towards reporting on raw scores? 

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Stuart
StuartHelper ⭐️⭐️
asked in Customer Success (CS)
CS Report Builder - Percentages on Aggregated fields

Hey Folks 👋🏼, I’m a newcomer to Gainsight, and after completing the Associate Admin training for CS I’m looking to understand a bit more about the capabilities in Report builder. We have an Object with a field that can contain a value of true or false. Multiple records in the object can are associated with each company.Ideally, we’re looking to create a Report that shows the % of false records per account, versus the total number of records for the account. Currently, I’ve used a combination of filtering on the true/false field, and aggregation to make a COUNT of the false records.  The roadblock I’m encountering is converting the COUNT value for each Account into a percentage of the total # records for each Account. My inital thought was to use a formula field, however from what I understand this would only work on a record-level, creating a new field on each record, as opposed to being able to compute on the ‘roll-up’ COUNT values. I’ve checked the Knowledge Articles Advanced Repor

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MarkusHelper ⭐️
asked in Customer Success (CS)
Can't see Success Plans under Administration > Success Plans

Hi there!I’m trying to manage Success Plans in our CS instance under Administration > Success Plans. While the page shows me the number of active, inactive etc. Success Plans, the rest of the page is completely empty and I cannot select any Success Plan. As far as I can tell, no filters are enabled, and I am Super Admin.Anyone knows what might be causing this?

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DrWarmthContributor ⭐️⭐️
asked in Customer Success (CS)
New icons in Tables and Drilldowns (Account, Users) - able to turn off?

As of the 24 Aug 2024 release I see that icons now appear beside Accounts and People (Users) - is there a way to shut those off in Admin?  I can see the value in certain instances, but in our case these can be pretty distracting when scrolling through the data within Table reports and drilldowns. Ideally, we’d be able to flip a toggle to display icons within our instance (overall) or even better within a given report.

481
bradley

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