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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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4905 Topics
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
posted in Customer Success (CS)
Community Product Updates – April 9, 2018

We released a new analytics dashboard, this time it's all about the members of your community. We’ve also added an ‘Unanswered topics’ view to your community homepage. Read on to see what else is new: Members DashboardThe members dashboard will provide you insights on the most important things you want to know about your community members. You can check it out in Control > Analytics > Members dashboard. Read How To Use the Members Dashboard to learn more about the charts. Unanswered topics tabA third tab has been added to the community homepage. This view displays topics that have a open question and will empower users to quickly find topics that are in need of an answer. Via the phrase tool you can change the label of the tab. Improvements ????- Label alignment: Topic labels in recently active tab on the community homepage are now aligned with the topic titles. - Click area’s featured topics: Featured topics (with the use of featured_side and featured_banner) can now be accesse

1030
Yoeri
6 years ago
vanessa_white
vanessa_whiteContributor ⭐️
asked in Customer Success (CS)
Is there a way for an admin to bulk delete CTAs. Not the CTA setup, but all triggered CTAs across multiple [all users] ?

Is there a way for an admin to bulk delete CTAs.  Not the CTA setup, but all triggered CTAs across multiple [all users] ?

1822
sai_ram
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Pulse Roadmap

At Pulse Academy Live on April 9, Karl Rumelhart, will share Gainsight's current product roadmap! Tell us here what feature or plans are you most excited about? (If you aren't a Community member yet, click the Register option in the right hand corner. Then enter your name, work email address, and setup a password. Wa-la!) 

110
lila_meyer
6 years ago
rahbi_salem
rahbi_salemContributor ⭐️
asked in Customer Success (CS)
Adding a Contact in Timeline - Update field in Salesforce

When a contact is added to a Timeline entry, it would be nice if we had the option to set it up so that it automatically updates a custom date field that we have on the contact record and account record in Salesforce (the fields show the last time we communicated with that contact or account).

453
seth
6 years ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
What is on the short term and long term roadmap for Timeline?

I am really excited about new Timeline feature but we are waiting on several improvements before we fully role it out to the team.  Do you have a consolidated list of the improvements on the short term (next release) and long term roadmap?

19818
andrew_cummins
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Temporary problem with support.gainsight.com search and in-app search

For users of support.gainsight.com, search is currently not working. The problem is also impacting search from our in-app help center in the Gainsight app. Our vendor is investigating the cause of the issue. I'll provide an update as soon as one is available. In the meantime, you can search for topics from Google search (or another search tool), and open articles from there. 

251
lila_meyer
6 years ago
sarah_johnson
sarah_johnsonContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Take action after comparing two date fields

I need to build a rule that raises a CTA and includes a date comparison in the criteria.  The dates are 2 fields on the Account record, and I need to use the one that is latter for each Account.  e.g. If School Start Date is later than Implementation Start Date, use School Start Date, otherwise use Implementation Start Date.   I have tried to create a bionic rule and use a formula field to determine the latter date, but there are only 2 Date functions (Date() and DateDiff()) which do not solve this need.  And the date comparisons in the rule setup and rule action criteria both only allow you to compare a field to a fixed set of options, e.g. Rule Date or X days since Rule Date.  I can't choose another date field on my object/in my data set.  I cannot find another option, so I thought I'd ask the Community for any ideas!

1156
seth
6 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Can you make a CTA if comments are present on a comment-only question?

We have one question on our survey that goes as follows:  "Please provide any additional feedback that may help us improve your customer experience." This is a text-only question. I am trying to make a CTA right from the Survey based on this question NOT being NULL. However, the question is not showing up in the list of options under the CTA tab of the survey. Anyone know to accomplish this?

987
ben
6 years ago
sagan_sherlin
sagan_sherlinHelper ⭐️⭐️
asked in Customer Success (CS)
Who is anyone attending Pulse Academy Live! on Monday?

Hi everyone! I'm curious to know if anyone from the Community will be attending any of the Pulse Academy Live! events on Monday?  I'm looking forward to it!

468
sagan_sherlin
6 years ago
dale_parent
dale_parentHelper ⭐️
asked in Customer Success (CS)
Set Score Error - Attempt to de-reference a null object

The issue I'm working through is similar to the one posted here: https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error Last week we converted scorecards from RYG to Numeric.  The following day the null object error message was reported on a singe rule set score function (1 out of 10).  After some head scratching and excellent advice from Gainsight support I found 2 problems with that set score rule.  First, it was trying to update scores on inactive accounts because of a filtering misconfiguration.  Second, I have lingering RYG values in the Scorecard Fact object. Fixing the first problem resulted in a successful run of the failing rule... and there was much rejoicing.  Today another set score rule is failing apparently due to the second problem.  I'm not sure how rare this issue is but I thought a newer post with a solution could help us and other members of the community. Is there a preferred method for con

574
dale_parent
6 years ago
sagan_sherlin
sagan_sherlinHelper ⭐️⭐️
asked in Customer Success (CS)
Question. Is it on the Roadmap to expand the Document section and it's capabilities?

I ask, because I see there is already a Document section in the software.  This comes from reading several post regarding the ability to attach a document to a Playbook or Success Plan.  It was recommend to use a Cloud Host so that the user could click on the static URL provided by the Cloud Host for that particular document. But before we do that, wanted to know if Document section would be expanded to include the ability to request a static URL?  Similar to how DropBox, Google Drive, and OneDrive provide one when sharing a document or folder with another user. Thank you for your time and feedback!

322
sagan_sherlin
6 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
Security - restricting view of a report in C360

Hello From a data-security point view, is there a way to block a view and/or exporting functionality of just one section in C360 i.e. to be viewed by only a selected group of people?  For example, we have a section in C360 called Revenue which shows a report on the products/services an account purchases. Is there a way to restrict this report to only the account owner and the leadership team, without restricting other reports, or the entire C360 to other users? Thank you Katerina 

556
nitisha_rathi
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight's April v5.13 Release is Coming in 1 Week!

Your Gainsight environment will be upgraded to the 5.13 release on April 10. This release includes the new Global Timeline view, as well as a new in-app help center. To see what's new, check out these resources: Release Highlights Video for Gainsight Admins (5 mins.) Release Highlights Video for End Users (4 mins.) Draft Release NotesFinal published release notes will be available on April 10. 

130
lila_meyer
6 years ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA File attachment size limit

A CSM wants to know if there are any limits to the files (size or number) that can be attached to a CTA.

694
dan_ahrens
6 years ago
britton_walker
britton_walkerHelper ⭐️
asked in Customer Success (CS)
Success plans accessible in product

We are working on creating success plans for our onboarding process. We would like to make the onboarding success plan visible in our product to any admin who logs in. This would require a url that isn't restricted by person. Can we generate a general url to paste in our product and have different people access it?

422
minh_phan
6 years ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Data Spaces and Timeline Reporting

We have a process in which a CTA triggers based on the status of a renewal opportunity.  The CTA instructs the CSM to record their related internal/external meetings on Timeline via the CTA. I was hoping to create a data space to pull in the renewal opportunity info alongside the related Timeline activities.  That way, I can build a report where management can track both the status of the renewal as well as all the associated Timeline meetings. It doesn't appear to be possible to create a data space for Timeline. Can anyone confirm? If this is not currently possible, I would love to see it on the roadmap!

293
scott_superko
6 years ago
kara_kogelman
kara_kogelmanContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Owner Field options not populating in Rule to create CTA

I am trying to create a rule that will create a CTA and assign it to the BDR on my account.  When clicking on the Owner Field in the rule I do not have any options populating there to auto assign this CTA to. I know the only options shown in this field are user lookup fields related to the account or customer info object.  Since I am using a Data Space I created I can't seem to add the correct field to that data space that will populate the user field in the Owner Field area on the rule. How do I know which fields to choose out of all my options?  Are there limits to what can be added to a Data Space that may be preventing me from getting the correct field? See attached a screenshot of my data space. 

2797
kara_kogelman
6 years ago
dstokowski
dstokowskiGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Why use CTA Types in Gainsight? Here is an example

I manage the Product Risk process here at Gainsight for our Product Management team.  I set up and use a special CTA Type called Product Risk to do it.  Watch the video to learn how and why CTA Types help in this process. https://vimeo.com/262566188

360
dstokowski
6 years ago
colettegoode
colettegoodeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Option for Free Text field in Dashboard

Is it possible to have a free text field in the dashboard builder? The use case is to include instructions / details that are not pulled from reprots.

421
lila_meyer
6 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Sally Error Message needs improvement

I had a colleague just ask me for Sally access, which is great. However, her first experience with Sally was the error message, which is not a confidence-building experience: Access Denied ❗Hi @sbolt, I am sorry, but you do not have access  to this feature. Contact your Gainsight admin to get the access.Suggestions: Ideally, this message would have a tone of encouragement (instead of a tone of "Computer Says No"). This person has taken it upon themselves to try Sally for the first time. Thank them for that, encourage them to get access, and give them a quick overview of what they'll be able to get from Sally when they [i]do have access. There are two spaces between "access" and "to" "to get the access" is awkward phrasingThanks as always!

681
rajesh_gande
6 years ago
allison_thomas
allison_thomasContributor ⭐️
asked in Customer Success (CS)
Text Analytics for 3rd Party NPS Responses

I am loading 3rd party NPS responses into Gainsight. If I enable text analytics, will it work for these responses or does it only work for surveys that were sent through Gainsight?

574
allison_thomas
6 years ago
sam_buddery
sam_budderyGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Default font on Success Plan text boxes are incorrect

When you enter text into the text boxes on a success plan (Description / Action Plan etc) the font in the panel is shown to be Sans Serif but when text is entered, it is Serif. The real UX problem here is that to change the text from Sans Serif > Serif, you need to highlight the text and change it to Sans Serif (no change) and then change it back to Serif.

352
sam_buddery
6 years ago
diane_morneau
diane_morneauHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Can we set up a survey question or survey at the end of an emails chain?

Using Advanced Outreach, we create 6-emails campaigns at the end of which, we would like the customer to provide us feedback on the quality of the campaign. We use email chains obviously. We have not found a way to include a survey nor an inline survey question at the tail end. I also thought we might be able to include a question at the bottom of an email of the type 'Is this tip helpful?  Yes or No". There just does not seem to be a way to connect an email chain to a survey automatically at this time. An alternative could be to have a way to export the names of the recipients who followed a campaign to be used as input to a survey. Is there a way to accomplish either one? It is important for us that no manual work is required to handle this. Thanks

485
dan_ahrens
6 years ago
faust_belarmino
faust_belarminoHelper ⭐️⭐️
asked in Customer Success (CS)
Success Plans - Objective: Can't Access or View Saved Activity

We prefer that our CSM's log Timeline activities through the Objective they're working one. We noticed that as you are logging an activity, it automatically saves and marks it "saved." (See screenshot below) However, when we navigate to the Timeline tab to pull up the saved Draft, there is nothing in the Drafts area. If this activity is being saved automatically, where is it being saved to?? Where can we access these saved drafts?

352
faust_belarmino
6 years ago
bill_davis
bill_davisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Creating an Opportunity in SFDC

I would like to create an Opportunity in SFDC when a certain set of criteria are detected.  For example, I create a CTA when an account in 90 days to renewal. In addition I want to create an Opportunity for the Account Exec to schedule a Health Check.  Currently we use Opportunities in SFDC to track Health Checks since our Account Exec's do not use Gainsight, and we have no plans for them to.

622
bill_davis
6 years ago

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