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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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  • 15,706 Replies
4966 Topics
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Investigating potential issue w/ Timeline feature availability

Our product team is investigating a potential issue with the availability of the Timeline feature. Some customers were not seeing Timeline or the page was taking awhile to load. You can follow the Gainsight Status page for updates. 

430
lila_meyer
daniel.boon
daniel.boonHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
[Advance notice] WYSIWYG Editor in the Community Frontend (Branded Templates)

Many of you mentioned at Innovation Lab and inSpired that it’s important for you to know in advance when a core update is coming, so you can prepare your community members for the change. I’m delighted to announce that we’ll be releasing the WYSIWYG editor next Thursday (30 November) very soon, pending us fixing some last-minute critical bugs. It’ll be available in the front end of all communities on Branded Templates. If you want some boilerplate to use to inform your community about exactly what’s coming, I’ve written a brief explainer (credit to @Mathis for this suggestion at Innovation Lab - we’ll try to create these for all core updates that you'll want to inform your users about): START -------------- New editor for writing posts In the new editor, you can see what your post will look like whilst you’re writing it, so there’ll be no more formatting surprises. That means that as you type you’ll be able to see your images, emoji, @mentions, embedded videos, links, lists, s

3330
ThomasMalingre
marcelo
marceloHelper ⭐️
asked in Customer Success (CS)
Survey CTA creation if field not empty - possible?

We would like to create a CTA our of a survey result only if the account has a CSM assigned. The advanced logic enables me to look for specific values for a field, but it seems I can't just check if the field is not empty. Any ideas or suggestions on how I would be able to achieve this? I think that worst case scenario I'll have to have 2 surveys (one for non-csm customers and other for csm customers) and then have 2 advanced outreaches. Maybe a good idea for an enhancement request: a) Improve advanced logics within surveys or b) Advanced outreaches that can leverage multiple surveys depending on specific conditions Thanks!

320
marcelo
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Creating a formula in Rules Engine based on NPS data by CSM

I am trying to replicate a formula I have in one of my Salesforce reports to calculate the NPS score total by CSM. The end goal is to be able to look at all NPS scores given this QTR, by CSM and have their cumulative score for all of those NPS responses. Though, I am not sure this type of formula is doable in Gainsight.  The formula is: Count of NPS Promoters/ SUM NPS Responses - Count of NPS Detractors /SUM NPS Responses * 100

1250
dan_ahrens
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
In Advanced Outreach, are variants mutually exclusive?

Within Advanced Outreach, are variants mutually exclusive? I understand the original use case for variants was language, and that use case would typically mean variants are mutually-exclusive. I'm arriving at a use case where I may want to notify based on multiple criteria. For example, they are over their contract for two different products. In that case, I'd ideally send two variants from the same Advanced Outreach. I suspect Variants are mutually-exclusive, and that once a Variant is selected, Advanced Outreach sends the email and no longer queries if there are additional matches making the participant eligible for another message in a different Variant. I suspect I could remedy by running several Advanced Outreaches, but this isn't ideal as I would like to run a single AO, given that the metrics are pulled from very similar stores. (I also know they'll be some question about sending multiple emails to a single participant at the same time. I'm aware, and given our use case, we'r

360
karl_rumelhart
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Pulse 2018 Recap Site is Live!

Want to re-live your favorite moments, or catch up on all the amazing content shared at Pulse 2018? The Pulse recap site is live now, and includes links to video, audio, and slides. 

520
kara_kogelman
kate_green
kate_greenHelper ⭐️⭐️
asked in Customer Success (CS)
Cumulative Distinct Count

My goal is to show a cumulative view of the year, broken down by months or quarters, of the total number of accounts that have performed a certain activity (this activity is stored in a custom MDA table and is a Yes/No dropdown field).   If the accounts that have completed the activity during January total 100, and then the accounts that complete the activity in February total 100, but some of those accounts repeated the activity, I only want to count the Accounts once for the total cumulative view.  So, for example, the total after February wouldn't be 200 but rather maybe 143, if 57 accounts repeated the same activity in February.   My thought was that a Cumulative view of a report on a Count Distinct of Account Name would show me what I want, but the same accounts are being counted twice: I confirmed this by exporting the results and pivoting to count the number of Account Names, which should be 1940 for March 2018 in this example. Has anyone created a

820
andy_roy
hitesh
hiteshContributor ⭐️⭐️
asked in Customer Success (CS)
Field in Filter will not be visible if field lookup is created on 2 SFDC objects

Let's say owner ID field that is being used is from case object and this field is a lookup on user and queue objects. Since, this is a lookup on 2 objects, whenever we try to search the user with this field, the system is trying to look after the users for the same and it is unable to fetch as it is a lookup on 2 objects and it is unable resolve the search results. The SFDC has given a feasibility to select the uses from any of those 2 objects and hence this was handled in a different manner in SFDC and in our application app search is not working. As a workaround, We have to create one additional field and create lookup for user object populate the data. Please suggest a way to fix this permanently. Let me know if more information is required.

310
hitesh
lyne_therien_old
lyne_therien_oldContributor ⭐️⭐️
asked in Customer Success (CS)
Ability to fetch phone and title of a user attached to an account (not current user)

Building a welcome email template to use in email assist using tokens. I can already pull the account owner name but not the title or the phone number. Same for the Solutions Architect. I read in different post that this was on the roadmap. Is it possible now? If not, when? Thanks. Lyne

140
lyne_therien_old
cmultanen
cmultanenHelper ⭐️
asked in Customer Success (CS)
Scorecard 2.0 Comment Errors

We use a Scorecard 2.0 dashboard for a monthly meeting to evaluate customer health and next steps. CSMs use the Sentiment measure to record comments about the current situation and then we use the Watch List Next Steps metric/comments to record the next steps.  Recently, I have noticed a LOT of errors when trying to update or simply view metric comments (i.e. complete deletion, reverting to old comments, or pulling comments from other accounts and columns, not sorting correctly). We use these comment fields to update related SFDC fields to flag to exec so it can be really frustrating to backfill when stuff is deleted or messed up. To prevent this, I find myself having to constantly copy and paste to make sure we don't lose old notes. Is this a known issue?

760
dan_ahrens
christian_auner
christian_aunerContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Bulk API curl request in Python

Hi all, we'll upload usage data with a bulk api job to automate our process. We transform our usage data in a python project but we are not able to create a cURL request in it to upload the data. Did anyone of you tranfered the (BULK API) cURL request to python? If yes I also can share our ideas. Thanks, Christian

10070
kunal_bhat
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
posted in Customer Success (CS)
What’s new in branded Templates – March 9, 2018

Ending the week with news on our templates. Next to the improved phrase tool we did other improvements and fixed a few bugs. Here’s what we’ve been working on lately. Improved Phrases Tool ✒️February 27th we released an improved Phrases tool. The phrase tool allows you to change the text of links, buttons and labels. Read all about it in the release topic: Improved Phrases Tool Improvements 🤒- SSO Login flow: Users are directly send to the SSO login page when your community only has SSO login enabled. We removed the modal view where users had to click twice to go to the login page. - Hide ‘Create idea’ button on topic page when a user is not allowed to submit ideas: Some communities have ideation boards in hidden categories or only available for specific user roles. When a user does not have permission to view or create an idea we no longer show the ‘Idea’ option in the create topic page - Middle finger emoji: We stripped the middle finger emoji from our editor. This was requeste

2280
Tiou
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight's May v5.14 Release is Coming Soon

Gainsight’s May 5.14 release is coming soon! The Sandbox upgrade will start on May 2, and the Production upgrade is scheduled for May 16. This release includes enhancements to rules engine, new dashboard permissions, and a Surveys 2.0 Beta. Stay tuned for more info!

310
lila_meyer
Julian
JulianGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Welcome to the new inSpired community!News

Hi all, we are super-proud to announce that as of today, our inSpired Community is shining in a fresh, new light! 🌞 In the past weeks we have taken a very close look at our community and updated a lot of things. We want to ensure that you can continue to find the information that you need to get the most out of your community. So what's new in the inSpired community? New categoriesWe have improved the way the categories are segmented and presented. This way it is much clearer for you where to find your information or to share your feedback. The new categorization is as follows: WelcomeNews & platform updates Off-topic PlatformGot a question? Got an idea? How to's Community ManagementGetting started SEO, Traffic and integrations Gamification, Activation & Super Users Analytics & reporting Moderation tips & tricks New Knowledge BaseThe new knowledge base, located in the "Community Strategy" Category group of the inSpired community, will offer something new and interesting to disc

2620
Julian
cameron_wright
cameron_wrightGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Advanced Call to Action triggers

I have a customer that has a need for Advanced triggers for creating Call to Action's. The use case here: We want to create a CTA that gets fired to Managers if their CSMs haveCTA(s) that have not been updated within 2 weeks. So we would like the ability to be able to set a logic: If "CSM" of "Manager" has CTA(s) with no updates in the last two weeks = Fire CTA to Manager

410
joseph_siudzinski
tessa_horn
tessa_hornGainsight Employee ⭐️
asked in Customer Success (CS)
Tracking NPS response IP Addresses

I have a customer who’s looking to track the IP address of their actual NPS respondents (versus the IP address of the individual who opens the email). This is business critical for them as they need to ensure the validity of their NPS responses. Is this already in the works or is there a way to get it on the roadmap?

2120
dstokowski
minh_phan
minh_phanGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Relationship Associated Fields limit being caused by JSON text string

Hi Jennifer,   Please find below a quick summary of the JSON query issue.  Please let me know if you have any questions or need any additional details.   For each offer there’s a corresponding record in the “Relationship Type” object (e.g. NGFW, ISE, etc.)[list] In this object, there is an “Attributes” field that stores a JSON query (please refer to screenshot below)[/list]   When fields in the “GS Relationship” object (R360) are associated with a Relationship Type, the field’s label and API are added to the JSON query and stored in the “Attributes” field   The “Attributes” field is a long text area type field with a maximum of 32.768 characters, the maximum allowed by Salesforce   As more “GS Relationship” fields are associated with a Relationship Type, the length of the JSON query increases and reaches the limit of 32,768 characters (please refer to sample JSON query below)[list] We are near the character limit for NGFW and are having i

730
minh_phan
sewar
sewarContributor ⭐️
asked in Customer Success (CS)
Account not found on GS -Al Jazeera Finance

I can not find : Al Jazeera Finance in GS , on AAT it is showing under Aljazeera sports Channel which is wrong.

140
sewar
jeffrey_coleman
jeffrey_colemanHelper ⭐️
asked in Customer Success (CS)
Way to link to an opportunity from a report?

Has anyone found a way to link to an opportunity from a Gainsight report? When a user clicks the chart and gets the detail view the account is linked, but, as it's an opportunity-focused report, the best destination would be the opportunity. Currently I'm just copying and pasting the opp ID into a new tab.

3040
meenal_shukla
ed_lim
ed_limContributor ⭐️
asked in Customer Success (CS)
Ability to upload Success Plans to Altify

Hi Community -- first Poster here. We are in the planning phase of Gainsight integration. One of the business requirements is the ability for Success Plans to be uploaded into Altify, an account application that is also a Force.com app. I'm curious to know if anyone in the community has done an Altify integration and what lightweight non-dev solutions are available for us to consider. Thanks!

590
ed_lim
manmeet_dosanjh
manmeet_dosanjhHelper ⭐️
asked in Customer Success (CS)
Am I able to change how the data is sorted in Reports?S

I think the first column automatically defaults to how the data is sorted in a report. This presents issues with many reports as that first column isn't necessarily the one we want to sort the entire data set with. Right now I am trying to sort by Renewal Date (I moved that field to be the first column in the table format of the Report) However, this defaults to descending order instead of ascending order. Is there any way to change this? I would rather have the accounts with renewals upcoming show at the top of the report instead of accounts with their renewal date being the furthest out from the current date. 

820
manmeet_dosanjh
brandy_guillory
brandy_guilloryContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Report Builder Filter Breaks When Removing/Adding Fields

I am having the problem of when I am building reports and i remove or add fields and click run it changes whatever complicated filter i had ie A AND  B AND (C OR D OR E OR F) AND G to all ANDS and it breaks the report showing no data. It happens often, I have to copy the filter and paste it back in and even when I do that it gives a weird invalid expression message at saving at first then I click save and it allows me to run it then.

330
heather_landgraf
tom_gerth
tom_gerthGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Disable "Milestone" button on CTA

Is there any plan to allow the ability to disable the "Milestone" button on CTAs? I've never seen a way to turn this off as of now, but I'm wondering if this might be something we could look into adjusting in the future? This would prevent users from flagging CTAs as Milestones that the business may not way to be flagged.

750
darkknight
jahnavi
jahnaviContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Email copy in AO is CC or BCC?

Email copy in AO is CC or BCC?

720
jahnavi
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
posted in Customer Success (CS)
Coming soon: Widget Management

We're in the final stages of building our Widget Management feature, and we expect to make it available very soon on your communities. Hereby an advance notice and information about what you can expect :) What is a widget?A widget is a datacontainer displayed in the sidebar of your community. Widgets can contain various data and element about events that are happening in the community. Well known widgets are Badges and the tagcloud Example of the badges widget What is Widget Management?With this feature you can manage the widgets in your community. Select the widgets you want to use and how they should be configured. What can I do with this feature? Enable widgets Disable widgets Reorder widgets position (set the right order) Change settings per widget Which widgets are supported?You will have access to all the widgets that are currently running on your community: Related topics, Badges, Notification, Tag cloud, Leaderboard. What is next?We'll add more widgets such as: To

870
Yoeri

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