Customer Success (CS)

The template is marked as mandatory field in send email of cockpit and P360 email when it is not necessary to include a template while creating a email. The emails are sent irrespective of including a template This creates a ambiguity to the end user which prompts to select a email template, when it works with out including it .This can be avoided by simply removing the asterisk or mandatory field symbol from template.

We currently have a usage scoring metric where 1 is best and 5 is worst and we have created a trend chart to see usage over time. However, because we cannot invert the y axis the data looks backwards and is misleading. Is there a way to invert the axis data to show this appropriately? We are able to do this in other platforms to show correctly

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”?

Hello, I am trying to create a rule by merging the GS Relationship and Timeline. I've pulled in the CSM ID, CSM Name, and Author ID fields, but nothing is appearing under the Owner Field section in the Merge. They're visible under the Criteria section though. Could someone clarify expected behavior? Thanks!

Hello GS Community! I am wondering if there is a way to report on CSM usage of Success Snapshots. My CS leadership team needs visibility into the frequency of use by CSM and it would be great to see which companies a Success Snapshot was created for. I searched for a standard object and did not find one. I am wondering if anyone has a way to do this. Thank you in advance!

Does this only pull over Sentiment? Thanks!

I had a timeline activity MILESTONE added to the C360 account. I associated it to the Relationship R360 account and clicked update. The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey. In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one). What am I doing wrong?

Aside from the 8 predefined Milestones, what are some other Milestones companies will want to track? Any suggestions are appreciated:)

Hi all, We are experiencing some issues with the program analytics when it comes to the new JO builder. Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static. I.e. CTR, Open rates, Delivery rates. Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds? Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns. Thanks a mill!

Hi, Does Success Snapshots allow admins to also populate notes or will that need to be manual? If possible, I think it will save our CSM’s a lot of time when presenting on key data instead of reading the powerpoint.

Hi Team, For scorecard fact objects, we are showing Add/ edit fields option in data management page, ideally, this is a standard object and one cannot add filds to this object. Since, we are showing that option, when users are trying to edit any fields they are receiving this error - “database operation failed. Contact support”. Could you please make the Add/ edit field option as grayedout or change the field type to system to avoid the confusion for the customers. @ChiragJ

Hello - I am working on an email template and would like to add a PDF attachment. I see it in the template however when sending a test the attachment is not available. Thank you for your help. Dawn

Hi - When editing a Timeline activity to re-assign tasks, we found that even if we updated all 3, only one saved. We had to go back in 2 more times to re-assign the others. Is this expected behavior?

Hey folks, I am not a Gainsight CS admin so excuse my poor use of terminology. We have a process in which a Gainsight CTA is created. Employee Jellybean is the assigned owner of the CTA. However, Jellybean needs to go out of office. It’s my understanding that Gainsight CS has a limitation of only being able to assign 1 owner per CTA. I also believe there is no “out of office” rule that can be triggerred. How do you all handle the situation in which an assigned owner goes out of office but the rest of the team needs to pick up their CTAs? Ideally the solution would be automated and provide the new team member with notification to take action.

Hi, We use this standard case expression logic in the majority of our query builder JO programs: We would like to replicate this logic in CSV JO programs to avoid the need to manually export and upload the sender name and email on the CSV file, which introduces a delay between export and trigger date, within which some accounts may have been reassigned. We know we can pull in the CSM email with calculated fields by matching on account ID: But this doesn’t allow us to configure the logic which will use the CSM email for certain segments, while using the generic email address for other segments. Is there any way to achieve this without having to maintain a separate sender email address attribute at the account level, and without having multiple JO programs? Both of these workarounds introduce too much overhead. Regards, Silas

Elevate your Gainsight experience with the following powerful enhancements: R360: Transform data management with Relationship Merge and Reparenting, providing a seamless process to adapt to organizational changes and ensure your business relationships are accurately represented. Communication: Enhance email communication with AI through a new integration of advanced GPT-3.5. Connectors 2.0: Leverage the new Databricks Integration to make smarter, data-driven decisions through enhanced data ingestion and connectivity. Journey Orchestrator: Enjoy more flexible editing for scheduled Advanced Programs with the ability to revert scheduled programs to draft and refine content before finalizing. Rules Engine: Join Customer Health Tracking BETA (open to all customers) and experience the new Set Score Rule Action Templates, automating proactive score management capabilities. Journey Orchestrator: Enable seamless collaboration with Journey Orchestrator Slack integration and integrate Slack actio

If we have duplicate contacts in SFDC, once we clean that up, do we re-sync to GS? Does that happen automatically? What report would I run in GS to check to make sure i don’t have any duplicate contacts?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program. I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem. I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta! Charlotte

What’s better than the perfect wine and cheese pairing? Support ticket data and customer success of course! Okay- maybe it’s not as good as a glass of cabernet with some aged cheddar but support ticket data in Gainsight CS is certainly a valuable pairing that can help elevate your customer success goals for several reasons: 🤕 Insights into Customer Pain Points: Support ticket data provides valuable insights into the issues and challenges customers are facing with a product or service. By analyzing this data, customer success teams can identify recurring issues and pain points, allowing them to proactively address these concerns and improve the overall customer experience. 🤝 Opportunity for Proactive Engagement: By monitoring support ticket data, customer success teams can identify customers who may be experiencing difficulties or dissatisfaction before it escalates. This allows them to reach out proactively, offering assistance and solutions to prevent churn and build stronger relati

Hi, We have configured 2 automated reminders to get sent out 3 days after the original survey has been sent and unresponded. How can I fetch the dates when these reminders are sent in a report?

Curious — (how) do you deal with requests from CSXs asking whether a certain user and/or organization will receive a particular email? (ex: CSM check-ins, monthly product/event newsletters, usage emails) Our current situation: Emails are sent through advanced JO using queries (multiple queries, in multiple programs). We have various opt-out options (boolean) at both the company level and person level for certain programs, and use those opt-out fields within the query to allow our CSx’s to opt users or companies out of certain communications (CSM check-ins, re-engagement programs, etc.) as required. The issue: As we’re scaling our CSM model, and are beginning to send CSM check-in emails (and other emails) to more users, I’ve been getting more and more requests asking questions such as: Will {user} receive this month’s CSM check-in? Can you pull a list of all my users who will receive {this specific} email? Did this user receive {this specific} email? THIS IS NOT SCALABLE. We’d originall

Hi everyone! I'm sending a JO from the CSMs email address but for some accounts there is no CSM, so the value is null and those participants are therefore failing. Is there a way to input an email address in place of the CSM email address where that field is blank when using a query to pull participants into a Program?

Hi All, The v6.41 customer facing Early Access to April 2024 NXT Release Notes [also in pdf ] document is available. We welcome your valuable feedback and suggestions directly in the document to help us identify and bridge any gaps. Thank you for your contributions! From Technical Communications Team!

Hi, I added Customer Cheat sheet widget into one of my C360 layouts just to test it out and for some reason, I’m unable to remove it. There is no trash icon on the widget as shown in the attached screenshot. Any idea on how to remove this?