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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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  • 15,554 Replies
4921 Topics
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Advanced JO hack to get a conditional evaluate step before an email (like in new dynamic JO)

Advanced JO hack (if you want to use a conditional wait step before a program action) for anyone who hasn’t experimented with it: Running a “no action” API call on the recipient’s email address is a (wonky) way to get that new dynamic JO evaluate step between when the audience is brought in and when the first email is sent. I’ve done some CSV testing (sent to myself), and the logic checks out. Hope this helps anyone who’s waiting for the new dynamic JO to get a bit more mature before adopting it! Some screenshots for illustration ⬇ JO configuration Overview of the program logic ​​​​API configuration (mapping email to the recipient email) External Action - Custom Connector configuration Payload configuration (email)Headers configuration (will need your tenant ID and shared secret)Fields configuration (email string) 

531
revathimenon
9 months ago
R
RossMContributor ⭐️
asked in Customer Success (CS)
CTA Best Practise

Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss

1183
Msimonson
9 months ago
jlicciardello
jlicciardelloContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Associated Timeline Entries - Associated Relationships need to be discoverable on timeline object for reports/rules engine

When associating “related” objects (company or relationship) on the associated timeline entry, these are not discoverable on the timeline object in report builder nor in the rules engine. 

825
N
9 months ago
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jberberichpaycorContributor ⭐️⭐️
posted in Customer Success (CS)
CTA Requirement intake Ideas

I am looking for good ideas on how to capture requirements from my Gainsight users such as Ideas for CTA’s, Rules, Playbooks etc…During implementation we used Smartsheet but that was for a specific audience and my goal is to setup something like a Microsoft Teams Form to allow requestors to fill out necessary information in order for GS Admins to create.Currently I have a generic intake form via Microsoft Teams but that is limited and wasn’t sure what else others may be using. Thanks, Jason 

222
Msimonson
9 months ago
bradley
bradleyExpert ⭐️
posted in Customer Success (CS)
Activity Associated Records - All Notes

These are notes from a call with engineering about this new object that was created with the launch of Associated Timeline Activities. This object has tons of potential, but there are a few areas that need improving to see wide adoption.We also cover a very important behavior of the Associated Records feature, which I so far have not seen documented: Deleting your primary documentation source deletes all references as well. Note: Using NXT Hybrid, post Horizon Migration. At time of writing I had only really tried resolving the WhoID/WhatID to Call to action. Context: If you are not familiar with using this in reports, there’s a little Venn diagram next to the object time you need to click on to choose a ‘resolution’, or it defaults to “company”  Under what conditions is a record 'supposed' to be created in this object? In other words, when would I expect a single record to be created vs. multiple records. For example, if I make a timeline entry and associated it to 1 other cta, I would

3943
N
9 months ago
Jagari Das
Jagari DasGainsight Community Moderator
posted in Customer Success (CS)
Here are some thoughts on Customer Goals & Success Plans!

Difference between Customer Goals & Success PlansComparison of Customer Goals & Success PlansThere are two distinct things: What are a customer's goals and what are we going to do about them?How Customer Goals Came to the Picture:    The way we had success plans set up in the past (with an 'objective cta') we had linked the two of these.   If it so happens that a goal would map to a single CTA and the duration of the goal equals the duration of the CTA and the tracking of the success of the goal is the same as the tracking of the progress on the CTA, then it all works.   But in general, one or more of those things is likely not to be true.   Independent Customer Goals :  By separating customer goals into their own concept, we acknowledge that a goal exists even separate from a plan to help achieve it, and that a goal may be accomplished even if the actions are not completed. Conversely, all of the steps assigned may be completed without the goal being achieved, and a goal

7195
kelly
9 months ago
gracelc
gracelcContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Excluding a report from global filter in Home

Hi everyone,  Does anyone know how I can exclude a report from filtering based on the global filter in Home? I know in dashboards there’s a way to map which reports are filtered but I can’t seem to find the equivalent in Home. Let me know if you have any insight! Thanks,Grace

433
gracelc
9 months ago
bradley
bradleyExpert ⭐️
posted in Customer Success (CS)
GS Asset Usage Tracking Object - Notes

These are a summary of (mostly coherent) notes I took during a call with Gainsight Engineering about this object. At the time, we were not fully migrated to Horizon Analytics:Current setup is Gainsight NXT accessed via SFDC. We do NOT have GS Home in this instance so I don't know how that impacts usage here, nor are we fully deployed on HA. However, you do need HA enabled at least in Beta for access to this object (GS Asset Usage Tracking). Generally, these are the questions the object is designed to be able to answer: -What assets are or aren't being used? -What features/assets are CSMs end/users using? Caveats:•    This object does NOT provide a trend sort of view. The time component will only really provide how recently something was visited, and show you what assets you have that are stale.•    Trending over time was beyond the scope of the object, due to the data storage volume growing at a geometric rate (not their words, but it would be very high volume) based on number of users

5244
I
9 months ago
burseer
burseerContributor ⭐️
posted in Customer Success (CS)
Quick Ways to identify customer advocates for specific products

Looking to understand how other GS users identify company’s/accounts that are considered to be advocates of specific products?  We have 18 products and find that some companies are better than others and looking for easy ways to simplify within Gainsight.

200
burseer
9 months ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
What is the point of "promoting" connectors?

Where is the “undo” button?Logged on and needed to check a connector job when I noticed this:  What on EARTH is the point of ‘promoting’ connectors??  Suddenly because there’s a spotlight on the existence of this connector an admin is going to miraculously say “You know, we could really use PX. I think I’m gonna go make a business case to convince senior leadership to invest thousands of dollars into this product. Thanks for the recommendation Gainsight!”All this does is push the existing configured connectors farther down the screen making us have to scroll more.  Please remove this.  It’s more nuisance than assistance.

592
romihache
9 months ago
ericbmuller
ericbmullerContributor ⭐️⭐️
asked in Customer Success (CS)
Has anybody ever tried calculating a score for questions not presented, based upon other questions answered?

We do a cascading survey, whereby depending on the answer to a single question we either will skip a question, or present it. We do this with a survey that has both CSAT and CES questions in it, essentially asking how satisfying the product (or service) experience was… If they give a 5 on a 1-5 scale, we skip the detailed CES questions, otherwise we present the detailed CES questions.What I want to do for the CSAT responses that scored us a 5, I want to default the detailed CES questions to a five, based upon the philosophy that if a customer is totally (completely) satisfied with a product or service experience, then that means that their effort scores would be a 5 also.So, hence my question re calculating a score for an un-asked question, based upon a broader asked question. As a follow-on question, is there a manual way to do what Gainsight does for CSAT or NPS questions, for CES questions? I don’t like hitting customers with too many surveys, especially when CSAT and CES are believ

120
ericbmuller
9 months ago
M
mzacher13Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Embed Confluece Page into 360 -unique per account

I would like to enable my CSMs to embed confluence pages into their 360s.  Problem is each one has a unique url and I am getting an authentication error.  Anyone had luck being able to enable this.  Or anyone have luck parametrizing the confluence page show it shows up correlating to the correct company.  While I know a link can be embeded, I know that it would really help adoption to be able to do this.  

221
matthew_lind
9 months ago
J
justin.bakerContributor ⭐️
asked in Customer Success (CS)
How to Create a CTA to trigger a playbook

We need to creata CTA that triggers a playbook, when a specific case record is created in SFDC.   Having trouble setting up in Rules engine.

551
kstim
9 months ago
S
sri.pamidiContributor ⭐️
asked in Customer Success (CS)
Global filter in dashboard

Hi Everyone,We are facing an issue in using global filter for a specific requirement. Scenario: “Example Industries Ltd” is a parent company for the following child companies:“Example ER Ltd” “NL Example International Ltd” “Raizon sales”Need to apply a global filter to the dashboard to get data of both parent and child accounts in all the reports of dashboard.Each Child account has a parent Id where as parent account has null in the parent id field.Challenge: Cant use Parent id OR parent account name as filter as we cant use OR condition in global filter. Cant use account name as filter since few child accounts doesn’t contain “Example” in the account name.

632
Ester.Memoli
9 months ago
J
jigar.vyasContributor ⭐️⭐️
asked in Customer Success (CS)
How to do Unpivot in Gainsight

Hi all, I just want to understand if there a way to unpivot table (data) in Gainsight? For example, if you look at this image; ID1 has values for ABC and XYZ and ID2 has only for DTE. Left hand side the data we have and on the right hand side is what we need to have Thanks,

547
romihache
9 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
Getting Started Building CC reports in CS

This is a follow-up to my last post that contained FAQs on the CC+CS integration. Once you’re ready to start building reports and dashboards with Community data in CS, where should you begin? Below I walk through the most important objects you’ll use and share some tips to help you get started. Community {Name} UserThis object has the name of the Community in it because if you had multiple Communities integrated with the same CS instance, there would be a User object for each Community.This object contains your standard and custom user fields along with dates such as Registered On and Last Active At. It also includes a lookup to Company so you can pull in fields from that object.For this report I Grouped by registration date and Counted the number of Community Users. This shows me the registration trend in my Community.I could also Group by Title to see the most common Job Titles provided by my Community Users. Community ActivityThis object shows pages that are being Viewed within the

4313
S
9 months ago
ankur_bhat
ankur_bhatHelper ⭐️
asked in Customer Success (CS)
Bulk updates in Gainsight Timeline in near future?

Would it be possible to do bulk updates in Gainsight Timeline? Say I wanted to put in a timeline entry for all of the accounts at the same time, can this be done in near future?

3148
H
9 months ago
H
haileyaContributor ⭐️
asked in Customer Success (CS)
Can we assign success plans to user group?

Is there a way to automatically assign a new success plan that drops to a user group?For example, when a New Product Onboarding success plans drops - we have a group of 6 people that round robin pick up these onboardings. Right now it’s a manual process to assign them, is it possible to make the default owner of these plans a user group instead of one user?  Thanks!

303
romihache
9 months ago
H
HeatherDeeContributor ⭐️
asked in Customer Success (CS)
Report: Stale Scorecard update

I’m trying to build a report that shows the # of scorecards that have not been updated within 30 days to be added to a dashboard. The Dashboard will have a global filter to filter down by user.  Is there a way to accomplish this?

321
kstim
9 months ago
L
LaurieG_PSContributor ⭐️⭐️
asked in Customer Success (CS)
Special Projects

Hi All - Looking for some advice and/or ideas.In our previous system we were able to add tags to an Account to identify when they were in a specific cohort for a Special Project. This allowed us to track and allowed for segmentation in reporting. Since Gainsight doesn’t have the concept of Tags, I was thinking of creating a Special Projects or Tags Object (Field) and then making that a muli-select drop down. I would then add to that dropdown as Special Projects come up. I was wondering if anyone else had done this or has another idea. ThanksLaurie 

241
kstim
9 months ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
New Program Experience (Data Designer)

How can I remove participants when testing?  I think I might be missing a key step - or the Program maybe needs an enhancement since it’s in Beta.  Not sure which it is.My current process:Create Data Designer, make universal and run Update program Settings Map tokens and test email - find an error Go to Data Designer and update fields Run Data Designer Sync Participants - the new configuration fails because the participant already exists Delete the Data Designer and start all over It is fairly common that an incorrect firls would be selected and/or modifications would be needed when configuring Data Designers.  I don’t see anything that allows me to delete a Test Participant, and the process to make corrections is lengthy.  Thanks for any help!

431
dayn.johnson
9 months ago
L
LaurieG_PSContributor ⭐️⭐️
asked in Customer Success (CS)
CTA Completion

Hi Folks - New to Gainsight and am just transitioning the team over. I have a very basic question, and I am not sure of the answer.  If all the tasks associated to a CTA are completed, does the CTA compelte automatically or do they have to complete to CTA also? Thanks for you help! 

1434
romihache
9 months ago
dcassidy
dcassidyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Salesforce Chatter Integration

Has anyone managed to successfully integrate Salesforce Chatter into their Gainsight instance? This is a new challenge for me/my team and would love to know what the lift and requirements were. Thanks in advance.

330
dcassidy
9 months ago
rbegley
rbegleyHelper ⭐️⭐️
asked in Customer Success (CS)
NXT: Report on CTA Associated Persons

Curious if I am just missing it or if there is no way to report on it today, but I would like to use the Associated Persons linked to a CTA in order to drive automation.   These were available in SFDC edition and I assumed the functionality would be replicated in Gainsight NXT.  

2332
A
9 months ago
L
lindsay.smithnorrisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible to link headers in an email template that jumps you to that section?

I know the Link feature in the email template builder in JO links to external websites (with https://)...I am trying to “link” places within the email itself so a reader can click on a header or bullet and jump to that respective section within the email (similar to link within a Word Doc, Powerpoint, etc.) - so the reader doesn’t have to physically scroll through the email to get to the detailed content that they want to consume.Is this possible with JO email templates?

203
dayn.johnson
9 months ago

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