Customer Success (CS)

Sally Quick Insights is a new feature added in a 5.21.3 patch release on December 26. Sally, the AI-powered bot, makes rich Gainsight data easily accessible through simple conversation. Asking Sally questions is just like asking a real person, and machine-learning technology helps her get smarter with each interaction. The Quick Insights feature takes this ability further by enabling users to query for more specific information. For example, a named query can be setup to Show the list of flagged risk CTAs. Quick Insights provide users with access to deeper insights from outside of Gainsight, and don’t require users to click through multiple levels to find information.   Gainsight introduces the Quick Insights feature which helps users access more specific information by simply typing Quick Insight in the chat window.   Admins, please refer to Configure Quick Insights in Slack using Sally article for instructions. End users can learn how to use Quick Insights o

Hi Community! We are gauging interest in a WalkMe Integration with Gainsight. Please vote for this post if you'd like to see a WalkMe Integration and provide details in the comments for what you'd like to see! Currently we are looking at pulling in interaction data with WalkMe Guides/Messages into Gainsight. Any additional use caes?

Hello Guys, In our GS prod we currently have 3 fields that we would like to have the labels changed. These fields are Text Area(255), they are present on the R360 layout as well as on bionic rules. I'd like to know if it is possible to have the field label changed? If so how? I tried changing the labels on the GS Relationship object that we have in SFDC, but the changes did not propagate to GS. Thank you so much. Regards, Ana Costa

While creating the CTA's via rule and Playbook assigned to it and along with the check box checked to yes for "Do you want to execute the actions only when specified changes are made to the record?" in the process builder then the CTA's are not being updated for this scenario. CTA's are not updating if below checkbox is checked.

Hey folks! I am looking for a way to strip just the year out of a date when performing a Transformation task in a query builder. i.e. If the date is 1/1/2014 I'd like the transform task to output "2014". The reasoning is a cool holiday e-card for our large, long standing customers. We want to show them where they were when they started (seat count, etc.), their growth over that time (current - initial seats), along with the billboard top song, top grossing movie, and Apple released in that year (were an Apple software company). Any thoughts? Thanks!

If a sponsor is tracked on the R360, does it roll up to the C360 view as well? Or do the two operate separately?

I see no way to navigate back to Gainsight Administration panel or (anywhere else for that matter) from Gainsight360.

Hi all, Within our Customer 360 we have a free text comments field within the Summary tab. This is only editable via the "Edit Summary" button. We use this field to provide an overview/current situation on the customer. We would like to be able to pull this field into a report. Any ideas?

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

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?