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Customer Success (CS)

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

  • 4,939 Topics
  • 15,622 Replies
4939 Topics
ashlever
ashleverContributor ⭐️⭐️
asked in Customer Success (CS)
Intercom integration for subscription data

Hi,Was wondering if anyone has gotten Intercom email subscription data to pull into Gainsight using the Intercom connector? (unsubscribe or subscription type opt outs). Looking to potentially get this important data into Gainsight if we decide to use Journey Orchestrator in the future.

210
ashlever
9 months ago
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AvinashNethiGainsight Employee ⭐️
asked in Customer Success (CS)
Indent value is changing after the success snapshot run

Hello Team,Some users have encountered an issue where, despite setting the indentation before text, upon creating a success plan builder and running a test, the values were unexpectedly changed to '0'. Consequently, many users are experiencing difficulties aligning spaces before or after the text.We suggest that the product team consider addressing this issue as an enhancement.

90
A
9 months ago
Prateek Parashar
Prateek ParasharGainsight Employee ⭐️
posted in Customer Success (CS)
Survey- Inline Editing in Gainsight Reporting Platform

Dear All,We would like to invite you to participate in a survey that we are conducting on Inline Editing in Reports. The purpose of this survey is to know and hear your thoughts on a few key aspects of the feature.The survey should take approximately 2-3 mins to complete. To participate in the survey, simply click on the link.If you have any questions or concerns, please feel free to drop a comment below.Thank you for taking the time to share your thoughts with us. Your input is essential in helping us to build a feature that meets your needs.This is following the VCAM we had a couple of weeks ago  

27116
Prateek Parashar
9 months ago
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sandeepchidiriHelper ⭐️
asked in Customer Success (CS)
What ID in not supported in Programs or Rules

Hi Team, Currently What ID is not supported in Programs or Rules. We have this functionality in reports to use the What ID . Any plans of implementing in the data sets of programs and rules as well ? In report builder I have this option to map the linked object and when I link it to company person , linked object is getting a look up to company person and I can expand it.   When I build a data set in programs using this ‘cockpit associated record’ object, I am not getting this option and I am unable to map to company person and  expand the linked object field Use Case : Customer wants to send emails to the persons who are associated to CTA , As the Linked in object is not showing the lookup to Company person its not getting to pull the person details and send emails via program

1266
bradley
9 months ago
Tomas Trijonis
Tomas TrijonisContributor ⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Emails of ALL Gainsight end-users are exposed in an Externally Shared C360 layout

While fiddling around within the Gainsight Weekly Usage Highlights I’ve discovered that it’s quite easy to manipulate the filters to see emails of what only can be explained as all users of Gainsight from all customers. Not contacts and not just our end-users. Literally anyone who has ever touched Gainsight...  

4747
Kenneth R
9 months ago
hardik_mota
hardik_motaHelper ⭐️
asked in Customer Success (CS)
Support new Formats of date & date time in S3 Bionic rule

Hi Team, One of our customers are looking for supporting following date & datetime formats in S3: Date format: DD/M/YYYY DateTime formatl DD/M/YYYY HH:MM Can we support above date and datetime formats ?

782
N
9 months ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Creating High-Quality CTAs

I posted this elsewhere, and it got some traction, so re-firing the conversation here in the Community. We nearly all work in Calls to Action (CTAs), as they the currency within Gainsight that folks spend time creating, updating monitoring, closing, etc. So they are important...so important that it’s reasonable to ask: “What makes for a high-quality CTA?” I wrote the following to help my stakeholders design their CTAs, and to guide them gently into best practices for a CTA: A high-quality Call to Action (CTA) has the following characteristics.Benefits the customer. CTAs should have a clear benefit to the customer. CTAs tend to be built with an internal lens, benefiting the CS team. While this is a great bonus, the purpose of the CTA itself should ultimately have customer-benefiting properties. Has a desired outcome. CTAs are rarely work unto themselves. Rather, we complete the CTA to attain an outcome. What is that outcome? Why is that outcome important? Lives within a process. Th

45515
C
9 months ago
jason_metzler
jason_metzlerHelper ⭐️⭐️
asked in Customer Success (CS)
Can I force update Gainsight Home for my users?

I have users that have customized their Gainsight Home with stale reports that need to be deprecated, and I don’t believe there is a way for me to do any of these things:Force remove the reports that are being deprecated Force update specific user’s Gainsight Home See which users have customized their Gainsight Home and what those customizations are Update a specific user’s customized Gainsight Home Force update all users to use the admin generated Gainsight Home(s) Login as a user and make modifications to their configIs there some other way to approach this? I’ve attempted to contact users that show up on the asset usage report that I’ve built, but it is still relying on them to make the necessary changes. Also, there must be users out there that have custom GH and are not viewing it, and not registering counts on my report.

644
kstim
9 months ago
jeremy_johnston
jeremy_johnstonHelper ⭐️
asked in Customer Success (CS)
Customer Cheat Sheet: Usage Analytics?

Is there a way to pull usage of the Customer Cheet Sheet feature within our org, either via Report Builder or other means?  We’re interested in seeing how/when/who is using the feature if possible.Thx.JJ

954
kstim
9 months ago
M
marije.petersHelper ⭐️
asked in Customer Success (CS)
Best practices for multi-year deals with price increases

I’m looking for some guidance/best practices around how to manage the below scenario, whilst using Opportunities to manage and report on all of our deals (renewals, mid-subscription upsells, one-off deals) for our existing customer base; We have a number of customers on multi-year subscriptions where increases in their ARR can occur between the years of their subscription. Example: If a customer is on a 3 year subscription with us, but as the end of their year 1 cycle is coming to an end, they agree to increase their ARR with us with 5k, then for their second year their ARR increases with 5k.   Question: how should we update/use the renewal opportunity so that the upsell is showing in our financial reporting accurately? Should we;  Keep using the same renewal opportunity and change the target AND forecast amount when the ARR increase comes in (so increase both with the 5k when year 2 starts) => however, then we can’t track that there has been an upsell taking place between the first

210
M
9 months ago
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LaurieG_PSContributor ⭐️⭐️
asked in Customer Success (CS)
Journey Program email - Log to Timeline

Hi Folks - Hoping someone can help - We set up our first JO with an email cadence and there was no choice of Log to Timeline. And to be honest in just trying to set up the Journey we didn’t even think of it. Now however, through a question we received from the CSM, wondering if the email would show up in the Timeline, I went to check. There was/is no where to check Log to Timeline (even tried to create new JO to confirm and it is not there). Does the logging to Timeline automatically happen? And if so when does it happen. We had emails go out this morning and currently nothing is showing in the Timeline. The only article I can find about logging the automated emails to the Timeline shows the old UI. Thanks in Advance for any and all help!​

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dayn.johnson
9 months ago
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PortproshahimranContributor ⭐️
asked in Customer Success (CS)
What are Prerequisites to enable relationship?

What all possible steps we can take before enabling or configure Relationship?What are the areas of an account will be majorly impacted by enabling the Relationship. Can someone please help me with the documentation if available. Thanks

461
achandak
9 months ago
benwanlessmenlo
benwanlessmenloContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CSQL for Salesforce CPQ customers

Hello!I am looking to implement CSQLs, but Salesforce CPQ requires that upsells be treated as Amendments to existing contracts. The problem that the Amendment will automatically generate a new opportunity. So the current process with CSQL gets disrupted by the CPQ process (or else you’ll end up with duplicate opportunities and one will have to be closed)I’m curious if there is a workaround for this issue. Or how anyone else has dealt with this issue.Best,Ben W.

1051
Ritika Jindal
9 months ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Report on Duplicates in GS

How do I run a simple report to see if I have any duplicates in GS?

1232
pchoe
9 months ago
A
AgassiTranContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Embed Page on C360 Refuse to Connect

Hi Community,Has anyone had difficulties embedding a external link to C360? I tried embedded a tableau dash into C360, but I keep running into this error “tableau.[companyname].com refused to connect.”Has anyone solved this or know how? 

2586
keith_mattes
9 months ago
jen_pakravan
jen_pakravanContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Are there still plans to overhaul/improve the Success Plan UI?

I've seen mentions of this in other community posts, but no real update on the matter (I believe). We're piloting Success Plans with our CSMs right now and are really keen for them to adopt, but so far there's a pretty large barrier to entry for them just because they find the whole interface (including when a template is implemented with many objectives and tasks). They suspect customers will find this overwhelming as well. Is there an update?

552
R
9 months ago
A
AvinashNethiGainsight Employee ⭐️
asked in Customer Success (CS)
Limitation with list datatypes

Hello Team,We have found a limitation in Gainsight with a data type called "list". When customers try to get information from this type and load it using mixpanel connector job, we end up putting in NULL values instead of the actual data.Because of this, many customers are having trouble loading their data.Please think about fixing this issue as an product improvement.

50
A
9 months ago
M
ManoelContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Filtering by Customer to send JO e-mails

Folks,I have a use case where J.O. e-mails will be sent to users who upgrade to a certain product. My problem is I need to send a different version of that same e-mail if a new user joins the company and therefore doesn’t need the Upgrade Training but rather a New User Training.I have tried filtering by user created date but J.O. e-mail filters only allow me to filter by Token fields. Any insights?Thanks in advance!

294
dayn.johnson
9 months ago
N
nburkeHelper ⭐️
asked in Customer Success (CS)
Associated Record Name not Showing in Reports

Trying to create a report for our dashboard to include a specific Milestone Timeline entry that is added at the company level, but then within that timeline the Associated Record = Relationship and then the various relationships are chosen (often times more than one).    However, when we do this and run a report the relationship column doesn’t list the R360 associated relationship name which is really the GS Relationship Name.    It seems the only way to make that Associated Relationship name populate is to copy the C360 timeline entry to the clipboard and paste it into the R360 account by creating a duplicate timeline Milestone entry which is redundant work.  See below for an example where that was done: We essentially want the Relationship name to populate in this column if the C360 Milestone timeline activity had the Associated Records Relationship selected.

504
bradley
9 months ago
S
Sharon BokContributor ⭐️⭐️
posted in Customer Success (CS)
New Predictive AI Customer Health Score Analysis Tool

nCloud Integrators announced today a proprietary Predictive AI Customer Health Score Analysis Tool for Gainsight customers. nCloud Integrators uses this tool to offer organizations with Gainsight a complimentary 2-Hour Predictive AI Customer Health Score Analysis that provides deep insights into current health scores and their ability to predict customer behaviors such as renewals, churn, and upsell opportunities accurately. Read the full press release here: nCloud Integrators Announces Predictive AI Customer Health Score Analysis Tool 

410
S
9 months ago
M
marije.petersHelper ⭐️
asked in Customer Success (CS)
Report builder - why can't I select an option to calculate the Average?

I need to calculate the average ICP score per platform, which seems like a simple report/calculation. However, when I group by platform, I can only select the COUNT OF option, and AVERAGE isn’t an available option. What am I missing?   

275
M
9 months ago
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Plans for additional out of the box integrations?

Are there plans to provide additional out of the box integrations or third party development of integrations? When I think of most any other SaaS product I use, they all have app stores with 10s of 100s of integrations (Salesforce AppExchange, ServiceNow, Splunk, even more nascent services like Clickup, Pendo, etc). With just over a dozen currently, I feel like there is a big lack of native integrations and I’m curious if this is on the radar at all to improve this area?

483
kelly
9 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
Snowflake Connector: Timing is Everything

 Snowflake is one of the fastest growing data platforms in the market, and use of the Snowflake Connector among Gainsight’s clients has been growing rapidly as well. So it’s important that everyone understands how to best use this Connector for accurate data ingests.When the Snowflake connector runs as scheduled, it checks for data with a timestamp that falls between the current time and the last time the connector was run. The timestamp field is designated within the connector, so you can choose the right field for the connector to use to determine when that row was added or modified. This field is labeled “Reference for last modified date” within the connector.If that timestamp reflects the actual time that the row was added to Snowflake, everything works as expected.Example Sequence of Events 1 - Works as ExpectedThe Snowflake connector is configured to use the Date Added field to determine which rows to pull into Gainsight. At May 1 00:00 (midnight), the connector runs and finds no

1061
Alicia Fisk
10 months ago
Msimonson
MsimonsonContributor ⭐️⭐️
asked in Customer Success (CS)
CTA Email Task Threading

Hi All - I’m wondering if I’m missing something here, as I haven’t seen other questions on this topic. Our reps are sending emails to customers through Gainsight Email Tasks. Most of our CTAs have 3 email tasks. When the reps send the 2nd or 3rd email, we’ve noticed that it is not threading the previous email below. This is creating confusion amongst customers when we say “I’m following up on my previous email”, etc. in the 2nd or 3rd outreach. Is there a way to thread email tasks together when sending through GS CTAs? Any other workarounds to thread emails but still have them appending to Timeline? 

653
Msimonson
10 months ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Requirements for logging email to Timeline from JO

When logging emails to Timeline from a Journey Orchestrator email Program, does the Company or Relationship GSID need to be in the Participant List?  I thought it did, but I can’t find any documentation anywhere in release notes, gainsight Go, or Community to support my belief.  Does the system just use the email address to map to each Company Person, or other logic like an External Id in the Participant List? Thanks,Angela “can’t trust my memory” Domenichelli

856
dayn.johnson
10 months ago

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