Community

Gainsight.com
Support & Documentation
Marketplace
Training
Pulse+

Ideas
Events
Groups & Betas
Product Updates
- - Knowledge Base

Home
Getting started
Discuss Gainsight Products
Customer Success (CS)

Customer Success (CS)

Ask questions and learn from others about features, workflows, and all the possibilities of Gainsight CS

4,922 Topics
15,559 Replies

When you subscribe we will email you when there is a new topic in this category

4922 Topics

kate_greenHelper ⭐️⭐️

asked in Customer Success (CS)

CTA Action Failed : Attempt to de-reference a null object

I'm receiving the failure reason " Attempt to de-reference a null object" for a CTA rule.  The rule is built off of the Opportunity SFDC object.  The only other examples of this I can find was for an action of setting score: https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error

390

6 years ago

sarah_johnsonContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Create CTA "A" only if CTA "B" does not exist

I need the ability to suppress the creation of CTA "B" if the customer already has CTA "A" opened.   In our use case, the customer lifecycle is fairly linear, so until issue "A" is cleared up, of course issue "B" is going to be an issue because "B" is dependent on "A."  (In real terms, if the customer hasn't loaded their users, for example, of course there is going to be an issue with their usage of the product.)  Our CSMs do not want to see CTA "A" and "B" together.  They just want to see CTA "A" ... and when that's closed out, the system can evaluate whether CTA "B" is now an issue.  I've built a bionic rule that does the following:  1. Data task identifies all customers where "B" is an issue.  2. Data task identifies all customers where CTA "A" currently exists in Open status. 3. Merge task combines the two data sets, keeping only the customers that are eligible for CTA "B" and do NOT already have CTA "A" raised.   Action: Raise CT

2290

6 years ago

kate_greenHelper ⭐️⭐️

asked in Customer Success (CS)

Reporting on Custom Fields In Timeline

We want to begin using Timeline but have noticed that we aren't able to report on the custom fields we create.  This would be a requirement for us to change over. Is this feature enhancement on the roadmap?

710

6 years ago

diane_morneauHelper ⭐️⭐️⭐️

asked in Customer Success (CS)

Change of value while an Advanced Outreach email chain executes

Use case: We have a language field in our contacts that defaults to English but can be changed by the CSM as appropriate. During an email chain, the CSM changes the language of the contact. For the remaining steps, the change of language (or any other field for that matter) is not detected. The rest of the AO continues to execute with the initial values. Is there a way to get it to recognize the latest and greatest while in execution? I am thinking that perhaps it would recognize the change if the language was part of the Uniqueness criteria but that would have the drawback of restarting the AO for the recipient.

190

6 years ago

rajesh_gandeHelper ⭐️

published in Customer Success (CS)

Product Updates - Sally (Slack Integration)

We will use this thread to post any product updates to Sally (Slack Integration) 

2130

6 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

New here? Join the Conversation!

We're running a contest during PULSE week for new Community members! Register on the Community this week (4/9 - 4/13), and start participating by the end of April, and we'll send you a.gift in May! The Gainsight Community is a great place for Gainsight Admins and Customer Success Ops* to ask questions, share best practices, suggest and vote for feature enhancements, and connect directly with Gainsight product experts.  To join the Community, click the Register link in the upper right corner. Enter your name, work email address, and a password. Wa-la!  *All Gainsight customers are welcome. However, many of the conversations are focused on Gainsight configuration, which is typically handled by GS Admins or CS Ops. 

340

6 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

Gainsight's April 5.13 Release is Live!

Gainsight's April 5.13 release was pushed today to all customer orgs receiving automatic upgrades. This release includes a new global Timeline tab (which the Admin must enable) to see all activities for all accounts and relationships in one central location; an enhanced in-app help center, including documentation search, and suggested articles based on the page you're on in Gainsight; and the ability to post to Timeline from the Sally app for Slack.  For more information, check out these quick videos, or our release notes. April Release Highlights for Admins (5 mins.) April Release Highlights for End Users (4 mins.) Intro to global Timeline view (2 mins.)

280

6 years ago

shiv_kumar_katiyarGainsight Employee ⭐️⭐️

asked in Customer Success (CS)

Request to Improve Gainsight Loading Time

[i](Reported by the one of the customer) Is there a way to increase and optimize the speed at which things load in our Gainsight environment other than clearing cache and cookies? 

1850

6 years ago

jackie_cofieldContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

When will global timeline honor SFDC and GainSight permissions?

In your release video for global timeline you mention it doesn't honor Gainsight or SFDC permissions - when will it?

300

6 years ago

teenaContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Ability to "Clear cache and refresh" dashboards

It'd be great to see the ability to "clear cache and refresh", so when we run an update to our accounts from salesforce, the reports can quickly reflect what was updated. I'm still unclear on when the reports refresh, and it doesn't always match what's in Salesforce, even after I rerun the rule to update accounts.

1290

6 years ago

lokeshraovnHelper ⭐️

asked in Customer Success (CS)

Integration with Zuora Subscriptions

Hi, Has anyone done Gainsight and Zuora Integration and get the subscription data from Zuora to Gainsight. Any insights on this will be helpfull Thanks! ~Lokesh

540

6 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

Quick Tips: Configure Report Builder Drill Down (video)

In this 3-minute video, Karl Rumelhart, Gainsight's Chief Product Officer shows us how to configure the report drill down view and other report building options.

1500

6 years ago

faust_belarminoHelper ⭐️⭐️

asked in Customer Success (CS)

Survey Integration

I vaguely remember watching a Gainsight Webinar where they mentioned improving their integration with 3rd party survey software (Wufoo, Google survey, etc.). I think it was something about allowing survey responses to be stored in an object in Gainsight so it can be used for reporting and on the C360. Does anyone remember hearing something like this?

830

6 years ago

tony_taoContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Help Wanted: Set ARR on customer tab with multiple opportunities

Hi,  We have multiple opportunities that can be recurring revenue and need to create a rule to update AAR on the customer tab.  Any advice on how to do so when there are multiple opportunities? Customer's and opportunities have different contract start date so I'm finding it tricky to start with the most recent renewal opportunity and anything that falls after that for the year to be included in ARR. Any help appreciated!

550

6 years ago

kate_greenHelper ⭐️⭐️

asked in Customer Success (CS)

Ability to limit permissions on C360 or Shared 360

Is there any way to limit who can see a specific 360 layout?  For example, I want to create a layout that contains information that our CSM's don't need to know and I would want to limit the permissions to view that layout to a specific group of users.  Same question for the Shared 360 - is there a way to limit who can view/share a specific 360 layout?

410

6 years ago

sagan_sherlinHelper ⭐️⭐️

asked in Customer Success (CS)

Help. Is it possible when viewing (all) CTA's to have New show on top, rather than Closed?

In short, our users would like the ability to sort the Group By so that New would show before Closed.  We do have a work around for them, which is changing the Group By to All and then adding the Column of Status Name and sorting by that. But it displays it all together, rather than separated. Just curious if there is a way to do it and I just need to add an additional field or something. Thank you for your time and feedback!

740

6 years ago

mark_gecseyContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Internal CSM usage of Gainsight

I wonder if anyone has any suggestions on how they are monitoring the use and effectiveness of Gainsight among internal users. I have seen some comments in the community but have not found any posts which may help us build out those internal usage metrics...and CTAs to trigger CSM to get to using the system.

1260

6 years ago

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

6 years ago

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] ?

1880

6 years ago

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

6 years ago

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).

450

6 years ago

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?

1990

6 years ago

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. 

250

6 years ago

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!

1180

6 years ago

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?

980

6 years ago

Page 148 / 197

Badges

Padolfihas earned the badge 2024 GameChanger Award Winner
Padolfihas earned the badge Pulse 2024 Attendee
tom_gerthhas earned the badge Community Champion
Sravanthi Eletihas earned the badge Gainsight Associate Admin: Level 1
larabarneshas earned the badge Pulse 2024 Speaker

Show all badges

Terms & Conditions Cookie settings

Sign up

If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.

Else, please continue with the registration below.

Username *

E-mail address *

First name *

Last Name *

Company *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Welcome to the Gainsight Community

Retrieve username / Reset password or Create an account

Username or Email

Password

Remember me

Forgot / reset password

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.