Customer Success (CS)

I have created a rule that checks when 2 specific CTA’s have been closed. There are 2 actions in the rule both create milestones of the same type but for different reasons. For some reason the first action works fine, it creates the timeline entry and also appears in the customer journey widget. The second action also appears to work and can be observed to work in the execution logs, however no timeline entry is created and it does not appear on the customer journey widget either. Has anyone else had this problem? Any advice would be appreciated!

Has something changed? I am a heavy JO user and we normally send emails to our customers. Sender is our c-suite with the reply to email being someone else (team or individual email) I just received a bunch of forwards from my c-suite exec on bounced emails and Out of office replies. This is has not happened before.My only guess is that something has changed or is something wrong with our set up. Has anyone experienced this or is it new? 

Develop an overall understanding of each client’s business, their product utilization, and their relationships.

Hello Everyone,This is to inform you that for the Q3, October release, there will not be an Early Access to Release Notes document available. Here is a high-level list of tentative items you can expect in the Q3 Gainsight CS release:Scorecard Optimizer - Improvements to Setup and Model Results*  – We understand that optimizing scorecards is a challenge for many customers, as assessing their effectiveness and choosing the right weights and thresholds requires complex data analysis. This makes it difficult to predict churn and expansion accurately, which is crucial for efficient Customer Success operations. *Please note the Scorecard Optimizer enhancements are no longer going as part of the October Release.                                                                   Timeline: Calendar Context Resolution Update: While customers have made great use of the Calendar integration for creating activities, some have encountered challenges with contact data not being consistently accurate.

does anyone out there have experience using 6sense with Gainsight? if so- any pointers?

Our org is evaluating Gong (predominantly being led by our Commercial ops team), but I’m collecting some details on the benefits and how it is used by CSMs in Gainsight. When you have the Gong integration to Gainsight and it creates the Timeline record from the transcript and analysis of the conversation, can it also automatically create CTAs for the CSM to follow up on/action as appropriate?If you use Gong now and went to a new org that didn’t, and you were to pitch to that org why they should buy Gong, what would be your short list of benefits for how it will impact/help your Customer Success team specifically?

I was working on my success plan for my customer and decided to export it so I can see how it looked so I could include it on my email. I always share my screen during my meetings and work with the customer on the success plant, but there are times where you want to share an export of it.I was hoping with the recent release this would be improved. When you do the export on the Success Plan page it exports all CTAs and Tasks, and does not include the success plan you are viewing. It would be helpful to be able to export the success plan from the success plan page. Further, If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way I found to export these is if you are on the Main Cockpit off of the main menu. You also need a filter otherwise all CTAs are listed. Below are the screenshots of the various ways I tried to export the information.I also attached the CTA and Task output.If I go to All CTAs for the relationship nothing shows up: Thanks!!

In the rapidly evolving world of customer success, the synergy between sales and customer success teams is more critical than ever. One of the most impactful ways customer success can contribute to sales growth is through Customer Success Qualified Leads (CSQLs). Here, we’ll explore what CSQLs are, why they’re important, how they work, and the benefits they bring to both teams.Register for the Webinar HEREWhat is a CSQL?A Customer Success Qualified Lead (CSQL) is a lead identified by the Customer Success (CS) team as a potential opportunity for expanding revenue, whether through upsells, cross-sells, or renewals. Unlike traditional leads sourced by marketing or sales, a CSQL is driven by the CS team’s direct interactions with customers, their understanding of customer needs, and their ongoing relationship management. Why are CSQLs Important?CSQLs are crucial because the CS team is in a prime position to spot growth opportunities within existing customer accounts. By leveraging their in

Hello everyone, I am the product manager for Dashboard exports, and I am trying to understand the use cases that would require you to export dashboards. And a follow-up question would be - are the current dashboard export capabilities (as PPT, Link, and PDF) addressing all your use cases?

I’m looking to launch the P360 to our internal team but the Person / Company Person Attributes fields are not loading for me. When previewed, every other widget is giving a preview, except for that one.Is there a known bug that is causing that widget to not load in the P360?

Im trying to create a date difference between two date fields in data designer (Created Date and Current Date) say a Success Plan.When creating a formula field for date type, Im confused why the second parameter wont load any date related field? Instead its showing an integer field. Also why it wont show option for “Today’s date” as it is available in Reports formula field? This seems to be a huge gap and a bug? 

Check out our August 24th Post-Release Update and be sure to subscribe to the Product Updates section in Community to receive notifications for these updates moving forward.  

I had 2 CSM’s who are no longer with the company so their book of business was reassigned to new CSM’s. The CTA’s are still in the old CSM’s name, what is the most efficient way to reassign their CTA’s to the new account owners?

Hello Team,As currently salesforce is planning to deprecate the VF page and migrate lightning Aura or LWC components in salesforce in the near future and no deadline is provided. Now Gainsight currently support only the VF page and components to embed the Gainsight widgets in salesforce. Please find the support article which is used to currently set up VF code in salesforce:https://support.gainsight.com/Gainsight_NXT/Team_View/Admin_Guides/Configure_Gainsight_NXT_Custom_Widgets Could you kindly let us if Gainsight has plans to incorporate Gainsight Widgets in Salesforce using Aura or LWC components? 

From customer:  EXAMPLE: we have an attribute field called sub onboarding type, there has been cases where we need to do manual updates. In this example, it would be in relationship R360 under one of the tabs. In GS knowledgebase, it references being able to mass edit in My portfolio, however, the needed field are not able to be brought in this pre-build widget. So we are trying to find a better way to do inline editing for objective that’s high volumn. It is often very time consuming to click in each customer, then relationship, then the attribute type for each customer to make this update. Is there a better way to make this update without using rules or automation?

I was working on my XYZ success plan and decided to export it so I can see how it looked. I always share my screen during my meeting and work that way, but wanted to share something on my email and was hoping with the recent release maybe this feature had been improved. Well it exports all CTAs and Tasks, not just for the success plan you are on. Well and after further looking, it isn't even success plans it is just CTAs. You used to be able to export the success plan. If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way those show up are if you are on the Main Cockpit off of the menu.Here is an example. I am trying to export my plan for XYZ - It doesn't list them at all. Would be nice to have a more user friendly way to export Success Plans so you can email them as updates or use in presentations. I share my success plans with my customers and they can add comments and updates but it would be great to have a friendly output. Here is a scr

Hi,There doesn’t seem to be a way to exclude completed JOs and Emails from the All  folder list. This ends up causing a lot of mess. I understand that we can drill down to folders and select program status. What would be a best practice on cleaning up completed emails and JOs?  I’ve been placing them in Archived folders, but they still show up in the main All folders. 

I’m looking for a good filter set in a segment to pull in customers that are 5-6 months into a 1 year contract. I seem to have good current contract start date data and renewal date data. I can filter based on 1-year agreements. It’s the > = < and span logic that is challenging me at the moment around the start and renewal dates. I think I’m getting caught up on the ‘span of’ concept. 

Hi,Is there any way to code an @mention into the message added to a timeline entry via the API ?Many thanks.

Hi,Wondering what JO naming conventions others have been using that work well for you, Im currently revisiting ours.  We typically use:Product Name: CSM Type Outreach Description Geo/Market 

Hi,Does anyone know how to create an easy link out from a customer’s C360 to their Salesforce page? This is very straight forward if on the Salesforce edition of Gainsight, but we’re on NXT and it doesn’t seem near as simple. I found this post by Spencer which allows you to create a URL using Concatenate and Rules Engine -- I was able to get this to work, however, the link only seems to work from within Reports but doesn’t function the same elsewhere. When trying to embed the URL on a customer’s C360, it just shows as the URL structure: <a href”[URL] etc. Does anyone know how to cleanly link to a Salesforce page from the C360 on the NXT edition of Gainsight? Ideally we’d have it live in the Summary > Attributes section at the top of the C360.

Here are some insights on a key tool in Gainsight that can help us grow our accounts and accurately forecast Net Revenue Retention: the Customer Health Scorecard. Coupled with the DEAR Framework (Deployment, Engagement, Adoption, and ROI), this feature can give us the full picture of customer health and drive smarter decision-making. Watch the webinar recording here to learn more about Scorecard OptimizerHere’s how the two work together:Data-Driven Customer Growth with the Health Scorecard:The Health Scorecard aggregates key customer data—like product usage, engagement, and support interactions—and transforms it into actionable insights. By tracking these factors through the DEAR Framework, we can break down customer health in more detail:Deployment: Is the customer fully onboarded and using the product as intended Engagement: Are they actively interacting with our team and product? Adoption: Are they utilising key features that drive value? ROI: Are they seeing measurable returns from

Under the new UI design for CS, adding a Reason Category for our CTAs are no longer user friendly. Can this design be updated in the CS product? Currently, customers can only add Reason Categories when making a new CTA Type or creating a new Reason under Cockpit Admin view. This can only be done by typing in the new name of the Reason Category into the search field and the Add Button will appear if the name is not present. If the user tries to add a new Reason Category under the Reporting Category column, they are not given the same option to add a new Reason Category if the name they search is not present. See Examples here: And here: There are a few reasons this is not user friendly:It is not obvious that a new Reason Category needs to be added by typing the new Reason Category name into the search field.  Since the customer needs to add new Reason Categories via the search field, the experience feels inconsistent when this feature only applies to adding a new Reason or CTA Type but

I followed the directions to enable Copilot in our instance of Gainsight. It works fine for me, though I am an admin. One of our CSMs just tried to log in, they could see Copilot, but when they try and access it, they get the following error, “You don’t have permission to access copilot. Please contact your administrator.” To enable, I went to the CSM permission bundle, went to Navigation Permissions, and added Copilot. I walked through the Copilot FAQ https://support.gainsight.com/Gainsight_AI/FAQs/FAQs_for_Copilot_(BETA) but did not see anything else I needed to enable. What am I missing?

In case you missed it, our recent Customer Success webinar provided an in-depth exploration of key product updates and enhancements, designed to help you make the most of the Gainsight platform. The webinar focused on our commitment to staying at the forefront of innovation, while maintaining our "Human First" approach. We also introduced new AI-driven features aimed at delivering greater value and efficiency to our customers.  Gainsight Home Redesign - A fresh, intuitive interface tailored to improve user experience. This new layout streamlines operations, making navigation more efficient and enabling quicker access to important information. AI Enhancements - Our improved AI capabilities now offer more sophisticated insights, empowering you to make data-driven decisions with increased accuracy and speed. Emails With AI - We introduced AI-driven insights and automation into email communication, allowing you to craft more personalized and impactful messages. This feature ensures that yo