Customer Success (CS)

We’re excited to announce the Gainsight Community is moved to a new platform. All of your posts, comments, points, and profile information are migrated to the new platform. The only change you need to make is to re-set your password. You’ll still access the Community at https://community.gainsight.com.In general, the user experience will look very similar, with some helpful new additions. On the new platform you’ll be able to:- Filter posts by Authors in the refine search results options- Follow other Community members to view their latest activity- Create a private post for Gainsight Community Admins to view/reply- Tag (@mention) other Community members on a post to facilitate conversation (Note: this may not be available on 10/23, but is definitely coming soon!)- Like or Follow any post. There are no “me too” or “vote” options in the new system. The me too and voting data from our old platform appears as “likes” in the new system.- Mark responses to your own posts as helpful, to ackn

We would like to report on the individuals we have sent an NPS to but not received a response. The idea being is that a silent customer could be a key indicator of risk and we should be following up manually in such situations. At the moment I’m not clear on the best way to achieve in GS.

Creating this on behalf of a customer - he wanted to see if it was possible to preemptively create zendesk accounts prior to receiving tickets and link that new account to Zendesk --> here is his ask: I was wondering if there was a way to integrate a Zendesk organization to Gainsight before a ticket comes in? See below screenshot of where I'd hope it'd be possible, which is the Zendesk organization page. Please note that the integration is already installed between our Zendesk and Gainsight instances, and we are able to manually link organizations between the two applications after a ticket has been submitted by that client organization in Zendesk. My sole question here is can the link be made before a ticket is submitted, at the Zendesk organization level. I checked the app configuration for Gainsight on the Zendesk side and see nothing that would pertain to this. The answer may very well be "We don't support that", but I want to confirm. The reason I'm asking is because if a tic

Is there a way to tell which outreaches a Power List is associated with? Thanks!

You're invited to our quarterly Gainsight Product Roadmap Webinar on Wednesday, December 12th from 10:00 AM-11:30 AM PT. Learn about our Product Roadmap from our Senior Vice President of Product, Maksim Ovsyannikov, and Senior Director of Product Management, Minh Phan. We're excited to discuss what's planned for Gainsight's product roadmap and what it means for you.   Click here to register!   Note: this webinar is for customers only. Thank you!

Can a Gainsight Admin edit a JO Program that was created by another Gainsight Admin?Admins can be given permission to create and edit Programs in Journey Orchestrator. To edit an admin’s Journey Orchestrator permissions, navigate to Administration > Communication > Journey Orchestrator Permissions.On the Journey Orchestrator Permissions page, you can enable/disable different permission sets for admins. To address the question above, find the new admin in the list of users and make sure the Create/Edit checkbox is selected for Outreach/Program, to enable the ability to edit programs created by other admins.Note: If the new admin is not listed, add them by selecting the + User(s) button at the top right of the permissions page.  It is important to understand the impact that the Active vs Draft status of a Program has on the ability to edit. You can edit Drafts and modify anything within the program. Once the Program is Active, there is very little you can edit. Any changes you do t

What is the best way to delete company accounts from Gainsight, when the SFDC account is deleted? There is no automated way to identify the "orphan" company records yet (which do not have SFDC references). Dependent records may be available in the Scorecard, Timeline objects, etc. You can identify "orphan" company records using the following steps: Add a field to Company named "Flag for Delete" (or similar). For more information on how to add a custom field in an object, see this article. Create two Datasets in a rule that fetches Customer Info (Acct Id and CustInfo Id) and Company (SFDC Id) respectively. For more information on how to create datasets, refer this article. Merge both of above datasets by SFDC Acc. Id (retaining all Company records). For more information on the merge tasks, refer this article. Set the delete flag where the CustInfo Id is null using the action type Load to Company. You can then delete a record in the Company object from the Admin > Data Operat

When scanning a rule from Gainsight Analyzer, the results show that "The filter "Apply to Gainsight customer" is missing." But examining the Rule Query shows that the box for "Apply to Gainsight customers only" is checked.

we have email templates in Gainsight that have tables in them ,. but if we need to remove a column (depending on the customer information) we are unable to delete it. can you please open a feature request for this?

Because of SFDC concerns/cycles adding Zendesk mappings to the Account object is not always possible (depending on the customer), so the only option is to periodically upload mappings via a .csv into Connectors. This is not a scalable process & requires manual effort to maintain, as well as they could easily miss a new customer since Zendesk/GS/SFDC aren't directly integrated. There is a way to send the Salesforce Account Id through the Zendesk connector but since we have to have the Account Id in Mappings first or tickets are mapped as UNKNOWN with account Id 9999999999, this is not a workable solution. Can we look at other ways to support mapping Zendesk Org Ids/Names in the future? Thanks!

Currently we are not able to migrate scorecard 2.0 rules using the migration tool. This is becoming a tedious task since we have many rules which use setscore 2.0 actions. So I would request Gainsight to solve this issue in future releases.  Thank You

One important requirement for this feature that I don't think was ever explicitly stated by Gainsight is that your org must use DKIM verification on their email servers. Our org uses SPF verification, so even though I signed up for the beta of this feature, it is not able to be properly implemented. This is disheartening for my entire team as I excitingly told them about our participation in this beta, only to come back and disappoint them. I hope that the products team is looking into solving this because I can imagine that my organization is not the only one who's email servers are configured as such. Thank you

Hi! I could really use some help on creating the logic to trigger this CTA. Goal: To fire CTA if the account has had 3 months in a row of 'risky' healthscores. For our instance, I am just trying to look at the overall score instead of each individual measure. So, if the overall score for the account was under '40' for 3 consecutive months, I would like to fire a CTA for the CSM. I'm working off of the Account Scorecard History MDA object. The current problem I am having is that the logic will pull in accounts that have had a 'risk' healthscore at least once in the previous 3 months but otherwise have been above that. So, I don't want to fire the CTA for these accounts. I think I need to use a few more steps in the rule but unsure on how to proceed. Is there a Transformation task I could leverage which would look for that healthscore to be risky for 3 straight months? Any help would be appreciated!!

We are using sponsor tracking to flag when a decision maker or influencer has left the company. I am trying to set up a new scorecard measure to set a score to red if a DM leaves, or green if the DM is still intact. Is there a way I can do this directly using Sponsor tracking reporting? Or is my best bet to use the automated rule that creates a CTA, and to set the scorecard if there is an open CTA for this?

Hello, I am trying to set up a pivot task to get the AVG NPS score of an Account over the last 180 days. I am going to use this to Set the Scorecard based on the AVG NPS. I am pretty sure I can accomplish this using a Pivot task but I am stuck. Not entirely sure how to finish the Pivot to get what I need and also, I am not able to set the score because it says I don't have an account attribute, even though the account ID is present in my rule. Any help is appreciated!

Is there a way to export the output of a Programs query builder? Our contact lookups are convoluted, so I almost always use the query builder to generate a participant list for our Programs. In doing so, I am left with several pages of contacts, with no way to export the entire list. When executing on a similar task (i.e. Bionic Rules), I am provided a file via email that shows the final output of the data set. With Program query builders, I only get an email on whether or not it was successful and how many participants are included. Am I missing something?

I'm trying to understand just how the delayed status functions. I have a program that sent an email on 10/11 with the Participant Log indicating a subsequent drop on the same day.  According to this page, delayed is defined as: [i]Delayed: [i]The email is temporarily unable to be delivered due to a temporary glitch. This glitch could be reaching the hourly limit of emails to that domain, or something similar. This state may last for a max of 72 hours and after that the email will be marked as bounced. It seems as if my delay lasted mere minutes before being marked as a soft bounce. Which brings me to my next question of soft bounce: [i]Soft Bounced: The number of emails bounced because the recipient's inbox is full, or the exchange server is not accepting any more email due to various other reasons.* [i]*If you are using SendGrid to send emails, it will keep trying to deliver email for 48 hours, before it reports it as a hard-bounce. Therefore, there are no soft bounces with SendGr

Hi This is Tim Wong from the ION Trading. We are wondering is there anyway we can export the email template? or a way to back them up. Please let me know. Thank you

Hi friends, I'm building a Program to automate part of our renewal cycle. I have a couple variants I'd like to use that will be sent to different customers based on a field on the opportunity in Salesforce. We are currently adding additional values to this field (picklist) but it may not be updated for some time. If I set a variant to only send to a customer if this field equals particular value and that value will only exist in the future (the field is always there), will this impact the future sends in this program once that new value is available and begins to be populated in the field? To me, it seems like email sends will be fine since the filter on the variant is set to defined condition (i.e. Field = Value 1) so it will only send once that value exists. However, in the query, I am filtering based off the field as well to exclude everything value except one value that currently exists. I'm assuming that once a new value is added to the picklist field the query will also exclu

For orgs that opt-in to automatic upgrades, we pushed version 5.21 to your production environments on Dec. 11. You can see what's new in this release in this 6-min. video, and check out our release notes for more details!   Highlights include: Social tagging in Timeline posts – Social tagging allows you to tag Gainsight users within Timeline posts using the '@' symbol and their name; email notifications for tags make it easy for teammates to know when their help or attention is needed for a customer. Easily make the switch to Survey 2.0 – This release provides a utility to support migration from Survey 1.0 to Survey 2.0, to save you time and effort switching to the latest and greatest Gainsight's Survey has to offer. Access Sally the AI bot directly in the Gainsight app – users can now query for customer information from any page in Gainsight using Sally the AI bot.  New Scorecard Unified Fact Object enables easier reporting/editing of

Currently Sally will only query data if the name that is entered is the full name of the account inside gainsight. For accounts that have a long name it would be nice if in the future you could abbreviate the name so that your search in sally isn't so long. You're also less likely to mess up the spelling of the account sense it has to be word for word. :)

I started testing out the internal user tag for Timeline (@mention). I noticed some behavior that caused me to wonder how this is configured as it seems to be somewhat inconsistent. When I start typing @ with the user I'm trying to tag, I am able to find some users but not all. I checked the Data Management > Users table and can see the user that I was looking for within the data table. At first I noticed they didn't have a Gainsight license enabled, which wasn't listed as a requirement in documentation. So, I decided to check another user that doesn't have a Gainsight license and was able to successfully find the second user to tag from Timeline. Why was I unable to see one user from @mention even though they are in the Users table but see other users? I feel like the query is a bit inconsistent. From looking at our Users in SFDC, I know we have a number of users that are external contacts that have been added for one reason or other another. I would like to not have these parti

I would like to rotate the units, in this case dates, to report vertically instead of horizontally because the dates are over running each other and are not clear to read anymore. Is this possible? If not, can you change (decrease) the intervals to have fewer dates to be on the X-Axis? Thanks in advance 🙂

If a Shared 360 link is sent and a sponsor leaves, can we update the link so the old sponsor no longer has access?You can revoke access to the link through the access tracking page in Administration. Start by Navigating to Administration > Sharing > 360 Layouts. On the 360 Layouts page, click Manage Layouts. Hover over the number of Active Users for the Customer(s) you wish to revoke access or delete and the Revoke Access option will display. You can either click the Revoke Access option to remove access for all users for that customer OR you can click on the number of Active Users to individually revoke access. For more information on Share 360 and Revoking Access, see this article.[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]

I am looking to log historical scorecard 2.0 comments in an MDA object, and I'm wondering how best to do this. I thought it could work to have an MDA table to which comments are stamped every time a new comment is entered (with the corresponding score), but I'm unsure how to have a new field created on said table every time a comment needs to get stamped. Any ideas on how to do this, or simply on a better way to log historical comments?