Customer Success (CS)

This 5-minute video demos what's coming in the v5.15 release! The release includes the following enhancements, and more: Ability to create Activities from the global Timeline view, spellcheck in the Activity editor, and share links to Activities Ability to send Operational Emails through Advanced Outreach using the Email Chain model Surveys 2.0 includes internal submission support and NPS Analytics view (new NPS 2.0 tab) 360 Person Section includes new Detail view with inline edit and ability to add new Person records  Cockpit List Views support up to 6 list view fields (w/ 1920 resolution) Ability to Load Null/Blank Values in Bionic Rules Field Mapper Rule Chain Basic scheduler works the same as Rule basic Scheduler MDA Object Graphs enable Admins to understand references of an objectFor more information, see these draft release notes. For orgs that opt in to automatic upgrades, your Production org will be updated on June 12.

I created a custom Matrix Data Object called "Order Summary".  I can load data to it under Setup Action in my rule, but I can't select it as the data source of another rule under Rule Setup.  The object is not available in the list of data sources under Salesforce, Data Spaces, or Matrix Data ... I would expect to see it under Matrix Data, right? 

What workflow(s) does your company have in place for when a client escalates to the CSM's Manager?  We are re-imagining the process in Gainsight, and would love to hear how other companies leveredge the tools in Gainsight to answer these user stories.  Thanks for any help.

Hi - I love the idea of the success plan and how I have the ability to export the PowerPoint to my email. However, I noticed that only some of the information from the "Plan Info" tab is being exported onto the first page of the PowerPoint. Is there a way to get all of that "Plan Info" information onto the document or does it only have the ability to pull the "description" box? Thank you in advance!

We had the following request from one of our customers and was wondering what would be the best option.... Customer needs to send NPS survey to certain people once their engagement is completed. The engagement is not being tracked in Salesforce. The customer can send a list of people they need to send the survey to. I originally thought about CSV but the problem is that the CSV is a one time option. I would need to duplicate the survey each time I need to send it out. So the other thing I thought was having a custom object in MDA, customer can upload their spreadsheet to S3 bucket and having a job consume that and put it into the MDA object and the AO querying the MDA object every day for new entries and sending those out. Too complex? Any other options you might think off? Thanks!

Good Morning- I'm attempting to set up dashboards and reports that will auto-filter based on who is logged in to Gainsight. My idea is that we have one CSM-level dashboard that works for every CSM that logs in. i.e.: If Alex is logged in, then Alex sees the standard CSM dashboards that are filtered for Alex's accounts on an individual level.   OR If Angie is logged in, then Angie sees the standard CSM dashboards that are filtered for Angie's accounts on an individual level etc. I would like to avoid having to build individual reports/dashboards for every CSM that we have. Is that possible? Thanks! -Jim

We are attempting to update our health scoring system to the DEAR model from Gainsight Elements. I have it all made up, but I’d prefer to test it on a handful of accounts before applying it to the other 15,000. I am trying to use the “Applies To” section of the scorecard settings, but it cannot seem to override the default one. Maybe it’s me, or is here something I’m missing? Has anyone done this sort of transition with 2.0?

Lets see if anyone can think of a solution to this. Some of our customers have multi-year deals (which can span from 13 month to more than 60 months) and one of our teams want to send these customers a special survey the day in which their opportunity started. Notice I said when the opportunity started and not the "Customer Since" field. So, when I build the rules to get the recipients, how can I check current date with their opportunity start date? Considering opportunity start date contains the year, I can't just compare it with rule date. Transformation policies seems not to work for this either (or maybe I haven't noticed how to do it). Any ideas? Thanks! M

I had customer bring something to light regarding Activity Timeline tasks that I thought I'd share here and perhaps just get some thoughts? When we log an Activity, we have a grey selection for "Add Task".  This section, by default, is greyed out, making it seem like we don't have the ability to toggle it. On top of that there's a boolean checkbox next to it that you are unable to click. After a bit of investigation, we found that you actually have to click the "Add Task" text in order to add a task, however it remains greyed out even after you enter it. It's been explained to me that this is working as designed, but I just wanted to draw some attention here, as I think this is pretty misleading from a user perspective. Just my humble opinion! Thanks

Sandbox orgs that opt-in to automatic upgrades are being upgraded on May 30 (but may take a few days to complete).  The v5.15 release includes the following enhancements: Ability to create Activities from the global Timeline view, spellcheck in the Activity editor, and share links to Activities Ability to send Operational Emails through Advanced Outreach using the Email Chain model Surveys 2.0 includes internal submission support and NPS Analytics view (new NPS 2.0 tab) 360 Person Section includes new Detail view with inline edit and ability to add new Person records  Cockpit List Views support up to 6 list view fields (w/ 1920 resolution) Ability to Load Null/Blank Values in Bionic Rules Field Mapper Rule Chain Basic scheduler works the same as Rule basic Scheduler MDA Object Graphs enable Admins to understand references of an objectFor more information, see these draft release notes. The Production upgrade is scheduled for June 12.

Hello, I am looking to publish surveys in Gainsight but there are a couple of preliminary steps before I do.  I am following the “Setup Salesforce Survey Domain & Test Survey Setup” tutorial on Gainsight Go (https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Setup_Salesforce_Survey_Domain_and_Test_Survey_Setup).  I’m currently working with my SFDC Admin on enabling the visualforce pages but we are unsure of which pages I need to enable for configuring/publishing surveys in Gainsight. Does anyone know of a list of visualforce pages my SFDC admin needs to enable? Thank you in advance,  Jasmine

I have a Rule that creates CTAs, but I'm updating the Bionic Query to, well, make it more complex. As a results, I need to change the Action that creates CTAs from being based on one Bionic Task to a different Bionic Task. I can't change the source Task for an existing Action, so I'm replicating all the configuration into a new Action on the same Rule. The new Action is creating CTAs with an identical Title, Type, Reason, and Priority. (And the "Use in identifiers?" checkbox for the Title is checked, for both the new and old Actions.) However, when I test the Rule, the Excel output tells me: For the old Action, all the CTA Created records are marked as "Existing CTA": https://cl.ly/171X360n2541 For the new, identically-configured Action, all the CTA Created records are marked as "New CTA": https://cl.ly/2l250l2k423nSo, I wanted to confirm if this is the expected behavior, which I'm hoping for: If two Actions in one Rule (or even Actions in separate Rules) create CTAs wi

In Gainsight release 4.40, an issue was introduced which is causing HTML formatting to be stripped from CTA Comments. When looking at comments which previously had HTML formatting, you will now see the tags. A fix for this will be available in the June 2016 release. 

The v5.14 release will be live in production orgs on Wednesday May 16. For a preview, check out this video. Final Release Notes are available now.  This release includes Dashboard Permissions for dashboards and dashboard folders at the user and user group level. Permissions are not enabled by default; our Support team will reach out to you in the weeks following the release to confirm enablement and access to the new feature. It also includes some popular requests for rules engine enhancements, including adv. filters in the list view, reordering and cloning actions. We're also introducing a Surveys 2.0 Beta with a new question library, display and skip logic, and custom survey domains and sites. Admins can enable the new tab in Setup > Apps.

Hi all, For all of you who are joining this Thursday, here’s the latest info on inSpired Innovation Lab! People that join remotely will get a link via email from me in the upcoming days. Please let us know if you've subscribed but cannot attend. Especially the drinks and bites from 17:45 till 19:15 since we have to reserve this in advance. Thanks and looking forward to seeing you on Thursday! 💁 Program 13:30 Walk-in 14:00 Welcome and Introduction 14:15 Updates from our Product Team 15:15 Community case from Elisa 16:00 Roundtable sessions round 1 16:45 Roundtable sessions round 2 17:30 Drinks and bites at a special location 19:15 The end If you want to join a specific roundtable, make sure to be on time since we have limited seats per roundtable. First come, first serve! Tokens will be available at the entrance. Overview of roundtables Product Roundtable: Community Success Dashboard Following the members and content dashboard, we will soon develop the community success dashb

I can't locate anything that defines what formats Gainsight accepts for Date type or Date and Time types in the MDA.  Does anyone know or know of a document that helps with these requirements for .csv imports?

I need to create a comprehensive report on active rules in the rules engine including what actions will result in the rule running and when the rule is scheduled. Is there a way to create such a report? I think I have to do this manually but would love it if that was not the case. 

I want to allow for a quick calculation of response rate across multiple Advanced Outreaches. I have already reported on survey submissions across all the AOs in the group, but I am struggling with reporting on participants that were in them. I tried making a report on the "AO Participants" object, and "AO Participant Activity". Neither of these allow me to toggle the date grouping to be by month or quarter.  Anyone know of a way to do this? Thank you!

There's an interest among some on my team to maintain all health score comments, which we update for each customer weekly.  Is it possible to retain all of these and report on them?

Does anyone know where the Survey engine gets the "Survey Participant::Display Name" token from? I'm testing out the CTA functionality from surveys and I find that the CTA is created but this token shows as the customer's email address rather that their name. Any ideas?

I have a request wherein customer is trying to send a survey to internal user via Advanced Outreach. But participant list isn't populating because there is no account associated to it. So we tried to workout this problem by creating a dummy account and adding it in the second step of AO participant config- https://cl.ly/090L0T1N3r0S Checked internally and got the same solution, so posting this case here to check if there is any possibilities of removing Account ID mandatory check in AO mapping.

Searching for customer names in the quick search is exact - it would be great if it would return variations. This is especially important for customer names with special characters. For example, have a handful of foreign customers that use the French accent aigu ( é ) in their names, and searching for their name without the accent (since most don't have the proper keyboard to enter it) returns no results. It's frustrating for these customers because you can then only acceess their C360 page via clicking on their name from another spot in the UI. 

Advanced Outreaches allow you upload a CSV of participants to exclude. (Screenshot: https://cl.ly/1T0Y3E1M3Y2G ) I need to add a few folks to that list. There's a delete button, but, before I click it, I want to confirm: Will I be able to upload a new CSV once the existing one is removed, even though this Advanced Outreach is already published?

We have seen issues with the Chrome Plug in Grammarly. Do we see us ever being compatible or do we know any workaround for customers who use Grammarly? The latest example I have come across is the jumping text box.

Hi inSpired, time for some product updates. Hope the release of the Widget Management feature did not go unnoticed. We made under the hood changes to our platform to be GDPR compliant and as always we implemented improvements and fixes to our communities, let’s get started. Widget Management 📋Want to change your community sidebar widgets? That’s possible. Take full control over the appearance and settings of your community widgets. Read Widget Management is now available! to learn more. Community statistics widget One of the perks of releasing a widget library to our platform is that we can fill it up with more widgets. The community statistics widget is the first example. This widget displays the community wide statistics and can be added to the General and Topic sidebar. Head over to Control > Appearance > Widgets to activate and configure it. Improvements 🤒- Super users won’t be rate limited: Whenever a user has the primary role ‘superuser’ he won’t be rate limited like a norm