Customer Success (CS)

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Hey Teams! Looks like we do not currently support summarizing by Date fields in Reports built off of the Standard Objects at this time.  When building off of "Activity Timeline" for example, we do not have the option in the settings for the field in the by section.  Our customers have expressed the interest to have this functionality in their reports! Thanks for your time, Logan Thome

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!   Please note, this session is for Gainsight customers only. Thank you!

This almost seems too simple, but I'd like to show Churn % in a widget on a renewals dashboard. Is there any way to have a calculated field in regular reports, or do I have to create an MDA to sum up Lost ARR & BLRA in a period to have a calculated field in the table?

Is there any way to make the Cockpit the main login page when accessing Salesforce? We'd love for CSMs to default to the Cockpit to manage their day as soon as they log in to Salesforce.

In our company we have accounts with allocated CSMs and AMs. For some of my CTAs I have tasks owned by the AM. I have completed all my tasks in the CTA but the AM still has at least one outstanding. Am I able to set it so that my Cockpit only shows CTAs with outstanding tasks in my name. Adoption rates with the AMs is low so my cockpit is filling up with overdue CTA/Tasks that need no action by me.

I have a template made to send a Share 360 view to customers within a Program. I am wondering if I can create a Playbook that uses the same template so that CSM can manually send the same message from a CTA. I've attempted to make a Playbook and select the existing template that has a Share 360 link embedded but it doesn't come up as an available template to add into the task.

Hi. Can anybody advise me on how I should create a rule to trigger a CTA every time when the "Contract terms" change to "Month to Month". How can I store the previous "Contract term"? Thank you in advance.

I have 3 partially saved NPS surveys. What does that mean?

When attempting to access the "Migration" functionality in our sandbox this morning (post-update) I am now receiving an "Unauthorized" message and am unable to perform any migrations from our production environment. Is this expected?

Hi everyone, This is a pretty complicated thing to explain so hopefully I don't make a mess of it! We provide one to one online training sessions for our clients that they can book anytime. We bring data related to these training sessions into the MDA (who gave the training, what was the training type, what time was the training etc). After the training is finished I would like to send out a GS survey to get feedback on the session, however it is necessary that this feedback can be broken down later to be specific to trainers and training types (we have 15 training types in a dropdown). How do I relate these survey results to the trainer and trainer type for reporting purposes? If this information is included in the object we source our power list from, can it be broken down in Reports? Thanks for any help! Faelan

We have 6 different scorecards for their different Tier customers. For each tier, they defined criteria to set score. For these 6 scorecards, we have 6 scorecard fact tables. So, we want to see the Scores with colors, we have to build 6 different reports with "Scorecard Mass Edit". But to see all the accounts at one place instead of 6 reports, we can build report on "Company" object but it will not show the colors. Below is the sample report I built on Company but it does not show colors. We want to see the colors instead of Text or Number. But it is not possible to show the colors like Scorecard mass edit in the below report. We want to add this report to the dashboard for their executives like VP or above.  Is there any way to combine all the data from Fact tables to show at one place with colors(Just Overall Score is enough)?

Timeline activities sync over to SF activities on the Account record. Is there any way to sync those activities to other SF locations, specifically Opportunities? We're interested in creating a Meeting in the Timeline and syncing it over as an Event in SF, ideally related to an Opportunity. The broad use case is CSMs that have revenue expansion responsibilities. How are orgs using GS to support upsell?

I've got a situation where I need to have the Company object updated immediately after an account is loaded to Gainsight - but GS Connect updates a minimum of every 2 hours. Is it possible to insert an account/customer record to the Company object directly? I tried using a Load to Company action, mapping the SF Account ID to the SFDC Account ID field in the Company object and the rule runs successfully...but doesn't appear to actually add anything to the table.

Wasn't sure of the right place for this to go, but there's an incorrect link in the Gainsight Go Documentation for Gainsight Calls to Action and Playbooks Sample Workbook. https://support.gainsight.com/Cockpit_and_Playbooks/Examples_and_Tutorials/01_Gainsight_Calls_to_Action_and_Playbooks_Sample_Workbook The first link for Configure Cockpit: CTA Types, Reasons, Priority, etc. takes you to Configuring Cockpit Tasks instead. https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Configure_Cockpit_Tasks Let me know if there's some where else I should submit.

We are building out a 1:Many, Tech Touch CSM model in FY19. I was curious if anyone has created job descriptions/titles that align more with this model? An example, Customer Success Analyst versus a CSM. What titles and skills are key for implementing this model?

When we send customer emails through Gainsight, we setup the criteria to exclude any users who have an email that contains our company's domain (so that our entire company doesn't have to receive daily emails for all of our customer events). Although we want to keep this restriction enabled, there are several project leads that we will need to include in these email outreaches. Does anyone have any recommendations on how we can add these users while also continuing to exclude everyone else at our company?

I can use Outreach just fine - but I like the idea of mapping it all with timers, and the ability to create a CTA if necessary.  So I'm wanting to hear feedback if you're using JO internally for our Users - and if so, how did you set it up?

Our v5.19 release is going out to Sandbox orgs starting on October 3, and to Production orgs on October 16. This is a substantial release with enhancements to many areas of the product. Here's just a few highlights, and we'll be sharing more info soon: Rules Engine: we’re introducing the ability to Pause and Resume the Rule Schedule, new Formula functions: RuleDate() and rule Date in dateDiff, more Rules List filters, as well as making S3 dataset task improvements! Journey Orchestrator: Admins now have the ability to preview conditional wait steps, refresh Power List sources before a Program is executed, pivot tasks in Query Builder, enjoy Email template enhancements, and more! Surveys 2.0: the Survey Question Library now supports editing and deleting existing library questions, organizing questions by folders, and viewing linked surveys; plus, Survey Flattening for ease of reporting![i]Note regarding release numbers: An interim release is being pushed which contains a

If I remember correctly at Pulse Europe in November the option to share a dashboard on a webpage was about to be released or in the roadmap.  Is that correct? Is it possible to share a read only dashboard on an internal webpage for non Gainsight users to see who is assigned an account etc.?

We’re excited to announce the Gainsight Community is moving to a new platform. All of your posts, comments, points, and profile information will be migrated to the new platform on October 25. The only change you will need to make after the new site launches is to re-set your password. You’ll still access the Community at https://community.gainsight.com. On October 25, the site will be in read-only mode while we make the switch. During this time, you will not be able to register, post, comment/reply, or vote/like posts on the Community. In general, the user experience will look very similar on the new site, with some helpful new options. On the new platform you’ll be able to: Mark responses to your own posts as helpful, to acknowledge the best answers or solutions Create a private post for Gainsight Community Admins to view/reply Follow other Community members to view their latest activity Tag, or @mention other Community members on a post to facilitate co

Salesforce just release some new functionality titled "Big Objects" that our development team will be very excited about. @Gainsight - Will the rules engine work out of the box with data stored in Big Objects?

We currently are moving some customers from an existing solution to an improved, completely separate one. This process is long term, with a lot of moving parts so I've created a Success Plan Type for the affected customers. The CSMs are working through these transitions for the first time, so not only would we like to track progress on the customer level, but also overall efficacy of the outlined steps and health of the transition on the whole. Is there a way to report on the percent complete, or something similar for all active success plans of x type?

Our enterprise team has launched a series of success plan templates for our CSMs to use. They are also encouraging CSMs to create/customize their own for unique customer situations but would like to maintain some level of control over what these include. One request was a way to have a pop up/text box with their standard 'success plan criteria' to remind CSMs what they need to include in their custom success plans (certain # of objectives, meet a certain KPI, etc). I don't believe we can customize the pop up when creating a success plan, but are there any other ideas of where we could include custom instructions like this?