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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
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4922 Topics

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divya_sedimbiContributor ⭐️⭐️

asked in Customer Success (CS)

Static resource usage by Gainsight

We are facing an issue with the static resource limits on our orgs. Salesforce currently has a hard limit on 250MB. The current version of Gainsight is taking up about 1/5 th of the overall limit available for our org. What is the size of static resources used in the latest GS package(v5.6) and how can it be decreased? I am reaching out to see if any one had a similar issue.

606

7 years ago

michael_sweeneyHelper ⭐️

asked in Customer Success (CS)

Deleting Timeline Activities .

Hey guys, when you delete the timeline entry from the timeline, it removes from timeline and it removes the tasks from the corresponding CTA in cockpit but it does not remove the actual CTA. I have been speaking with a customer who would like to know if there will ever be a change where if you delete from one area the change will show in both?

824

7 years ago

johnny_burtchaellHelper ⭐️

asked in Customer Success (CS)

Account Scorecard utility to migrate Scorecard 1.0 to 2.0

My IT department is building out their own Homegrown application which extracts data from specific Salesforce objects, Gainsight objects (Customer Info, Scorecard Fact), and other 3rd party applications. If we migrate from Scorecard 1.0 to 2.0, will IT have to reconfigure any of the Scorecard fields or Scorecard objects they're already using?

321

7 years ago

rayaContributor ⭐️

asked in Customer Success (CS)

Does not exist logic with 1:M

That may be really simple but can't figure it out: is there a way to generate a power list using "does not exist" logic in 1:M relationships? For example find me all accounts which do not have any entitlement contact with role=Admin? The relationship is: Account (1):Entitlements(M):Entitlement Contacts(M). 

364

7 years ago

emily_mcdaniel_629a86Gainsight Employee ⭐️⭐️

published in Customer Success (CS)

Known Issue | Sponsor Tracking - RESOLVED

We wanted to make you aware that the Sponsor Tracking infrastructure in Gainsight is currently significantly degraded. In researching this issue with our service provider over the last week, we’ve found that the service has been degrading over the last few months and is now is no longer working for many of our customers. IMPACT Sponsor changes are not being passed from our service provider into Gainsight resulting in a lack of CTAs or updates. NEXT STEPS We are working with our service provider to research options for bringing the Sponsor Tracking infrastructure back to full functionality. FOR MORE INFORMATION Please subscribe to this article to receive regular updates. If you have questions more specific questions, please open a ticket with us by sending a note to support@gainsight.com. UPDATE July 28, 2017  You may begin to see some Sponsor Tracking notifications, as we continue to work with our vendor to fully restore the service. UPDATE September 7, 2017  Sponso

16018

7 years ago

angelahibdonContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Shared C360

I've created a new Shared C360 layout to use internally in our organization with Gainsight users. I've read through the documentation and it all says that CSMs should be able to share the 360 with others, yet my CSMs get an "insufficient privileges" message when they click on the 3 dots>Shared C360. I have OTP Verification enabled and an expiration period set in the security settings. Is there a Salesforce permission they are missing in order to access the Share C360 page?

291

7 years ago

daniel_oberes_b2e3e0Contributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

What fields are considered groupable for inclusion in the "by" report definition?

Would like to determine what salesforce changes are required to get the kinds of reports I need. For example, I'd like to segment by Region but in my instance of salesforce, I can't do that.

512

7 years ago

heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Timeline Attachments Support File Types

Is there a list of file types that are supported in timeline attachments?  The release notes just indicate: Files such as photos, spreadsheets, presentation decks, and PDFs. 

813

7 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

Patch Release 5.9.2 is Live

For orgs that take automatic Gainsight upgrades, the 5.9.2 patch is live now. For details about the fixes included in this patch, please see the release notes.

120

7 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

Important: Surveys Must Have Secure Sites (https) Enabled

The length of survey URLs was shortened to 32 characters in the v5.9 release, making it easier for recipients to consistently open surveys. However, if you don't enable your survey site as secure (https), the survey link will not work for your end users. In SFDC, navigate to Sites and edit your survey site settings to enable the secure https connection. For more information on setting up secure survey sites, refer to Setup Salesforce Survey Domain & Test Survey Setup. 

626

7 years ago

YoeriGainsight Employee ⭐️⭐️⭐️

posted in Customer Success (CS)

Updated Create new topic page for Moderators

Hey all, We’ve updated the ‘Create topic’ page in Control for moderators, we replaced the old page by a newer version. Summary of updates Added ‘type’ option allowing you to select the type of topic you want to create When the article module is enabled you will have an extra option which allows you to create an article with featured image and label When the survey module is enabled you will have an extra option which allows you to insert a survey Added input field labels, making them more descriptive (e.g. Closed is now Allow replies) Retina icons Responsive page Hope you enjoy the updates. We value your feedback to make everything better, if you have feedback let us know by commenting below.

900

7 years ago

manish_mContributor ⭐️⭐️

posted in Customer Success (CS)

Slackbot Sally is a huge hit in my company -- great stuff guys, excited to see how this feature evolves.

513

7 years ago

ky_powellContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

add fields to email templates

Is there a way to add a certain salesforce field into an email template, that can then populate in email assist? I know I can do this when I create an outreach around this, but not sure if I can do this when I pull the email template in in email assist. 

263

7 years ago

lyubov_penyugalovaContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Multiple filters in table (vs charts) like reports

Hi everyone, it looks like after the last major release (Sep, 5) table reporting lost its one of the most important (at least for us) functionality - ability to apply several filter upon one table. For instance, we always used heavily sorting our accounts simultaneously (1) by health color (RYG) and (2) by MRR within the health buckets. I don't see this possibility anymore. Am I missing out any settings?

384

7 years ago

britton_walkerHelper ⭐️

asked in Customer Success (CS)

Outreach schedule UI

I've always found the UI for scheduling an outreach a bit clunky. These two posts: post 1, post 2, explain the general problem fairly well. However, the bigger issue for us came after the most recent release. We have over 50 outreaches run each day. We used to click on the link on the bottom of the day to see all outreaches then scroll through them. Now we see one long list that extends beyond the bottom of the screen without the scrolling option, so we only see around 20 outreaches. I did try using the Week and Day views, but they were collapsed or overlapped to the point that I couldn't read them. A quick patch to revert back to the scrolling option would be good for now, but overall I think the schedule UI could use a more general overhaul. Make navigating from month to month or week to week faster. Make outreach schedules easier to see on a certain day.

654

7 years ago

manmeet_dosanjhHelper ⭐️

asked in Customer Success (CS)

Why do some MDA objects allow for Create Formula option while other objects only have preset options when trying to add a Calculated Field?

I am trying to create a calculated field in the 'Email Logs' object in MDA. When I select 'Add Field' and choose the 'Data Type' = 'Number', it only lets me choose two fields as options for that calculation.  However, when I am in the Monthly Aggregation object in MDA and select the same options, a blue "Create Formula" bar pops up that allows me to choose which fields from that object I want to use for the Calculated Field. Is there a reason for this limitation on one object and not another? I couldn't find a pattern that indicated why this one object at that ability.

334

7 years ago

johnny_burtchaellHelper ⭐️

asked in Customer Success (CS)

v5.9 - Global Filters for Dashboards won't display all reports and objects

My "Renewals" Dashboard has 3 reports, yet the Global Filters section is only displaying 2 reports. 2 of my reports are off the Account object.  1 report is off the Customer info object.   Should the Global Filters screen display all reports that will be affected by this filter? Should the “object” pick list display both “Account” and “Customer Info” objects?

303

7 years ago

kara_kogelmanContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Map New SFDC Account Field to Gainsight Field

I created a new field on the account in Salesforce and I want to map it to a field in Gainsight.  How do I do that? 

15510

7 years ago

jahnaviContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

How to rename an existing dashboard?

Eg: CSM Manager dashboard needs to be updated to CSM Manager dashboard 1

663

7 years ago

jahnaviContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Can we upload decimal values in the percentage data type field?

331

7 years ago

ankur_bhatHelper ⭐️

asked in Customer Success (CS)

Bionic Rule scheduling

Would it be possible for us to schedule a bionic rule on the last day of the month?

273

7 years ago

lane_hGainsight Employee ⭐️⭐️⭐️

asked in Customer Success (CS)

Previewing a Merge in Bionic Rules

I'm testing out a few things in bionic rules. We have some data that only lives in MDA. I want to match this with data from survey responses in a Data Space. However, I want to see the output before I set it up to take action. Am I missing where we can preview that data or is that not a part of this?

6211

7 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

New on Gainsight Go this month!

We're always updating and adding new content to Gainsight Go. Here's what's new this month: 5.9 Release Notes Configure Global Filters in Dashboards Timezone Standardization Sally the Gainsight bot Overview (article) Intro to Sally (videos) Configure Sally for Slack Using Gainsight Sally  Sally FAQs Dropdown List and Multiselect List Gainsight User Object Segment 2.0 FAQs Introducing Gainsight In-app Guides Intro to Shared 360 (videos) Configure Shared 360, View Shared 360 Cron Expression for Adv. Scheduler in Rules Engine In-line Survey Overview Tutorial: Create a Rule to Determine NPS Score Over Time Matrix Data Architecture Overview  VoC Use Case LibraryIf you've ever fallen behind on rolling out new functionality, these release notes catch up articles contain module-specific content for the last 4 major releases. You can follow the Product News & Updates category on the Community to receive email notifications about new produ

140

7 years ago

niki_olmsteadContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

External Product Data Reports

I'm wondering if anyone has any use cases and best practices surrounding customer facing reports on usage metrics? I've searched the community and mostly find customer facing reports are centered around overall health scores and objectives. We currently provide very detailed trending reports on our products using excel graphs that we're having a hard time replicating them in Gainsight. One example would be a report containing a percentage, the raw numbers contributing to the percentage, the trend of this percentage over time, and the industry benchmark of this percentage - all in one chart. If any of you are reporting on external product metrics using Gainsight, I would love to connect with you to get some tips!

444

7 years ago

heather_landgrafContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

is there a way to see what ctas were fired due to tasks created in timeline

we are trying to determine what CTAs were created due to a CSM adding tasks in a Timeline activity.  Is there a way to denote which those are to build a report?

292

7 years ago

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