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Customer Success (CS)

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  • 4,906 Topics
  • 15,518 Replies
4906 Topics
johnny_burtchaell
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
johnny_burtchaell
7 years ago
kara_kogelman
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? 

15410
seth
7 years ago
jahnavi
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
jahnavi
7 years ago
jahnavi
jahnaviContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can we upload decimal values in the percentage data type field?

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

331
lakshmi_chaitanya
7 years ago
ankur_bhat
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
jitin_mehndiratta
7 years ago
lane_h
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
jitin_mehndiratta
7 years ago
lila_meyer
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
lila_meyer
7 years ago
niki_olmstead
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
dan_ahrens
7 years ago
heather_landgraf
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
heather_landgraf
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Does Gainsight capture language selection in survey submission?

I have put in a great deal of time and effort into making out primary survey multi-lingual. We have it fully translated and the emails translated as well. My question: when a customer selects a language and subsequently submits, is that language selection captured? If so, what is the field label/title? Thanks!f

452
ben
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Reports 2.0 Built by CSMs

Will CSMs have the ability to create their own reports within GS? Currently CSMs must go to SFDC Reports to build, but our management has been very strict on only using Gainsight, but this has resulted in EXTRA work for me, the Admin, to build ad-hoc, custom reports for not only my CSMs, but other individuals that have Gainsight licenses. Any word if CSMs will have the ability to create reports?

302
johnny_burtchaell
7 years ago
venky_reddy_k
venky_reddy_kHelper ⭐️
published in Customer Success (CS)
Dataspace related issue in the migration of old global filters to the new global filter definition

Any global filters created on dataspace reports earlier didn't capture the full path of the filter filed( this was a known issue). In the migration process of old filters to the new structure the path of the filter filed in the first report on the dashboard is applied to all reports. This may prevent some of the reports from loading data, when there is a mismatch in the path information. So we advise you to recreate the global filters for dataspace reports, if you see any issues.

60
venky_reddy_k
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
CTA: Closed Source not available on CTA

Identify the source of closed CTAs for Reports: The ability to identify the source (Manual, Rules, or Mass Edit) from which a CTA is closed is now added. To support this, the ‘Closed Source’ field is added in the CTA object.   I do not have the "Closed Source" field available on my CTA. If this field is only available in Reporting, I recommend you update the Pre-Release notes to indicate that this feature is only available to Admins in Reports 2.0. Furthermore, why [i]wouldn't this be available on the CTA? If i was a CSM, rather than an Admin, I would love to know why/who closed out my CTA rather than bug the admin for that info...wouldn't you?

301
nitisha_rathi
7 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Email Assist: I am able to select inactive contacts

When I click "Approve and Send Email" in an Email Task, and it pulls up the template editor, I am able to search for inactive contacts in the TO field.  There are a number of cases where duplicate contact records have been previously created for some reason and one of them set to inactive.  There needs to be a way to filter out any contacts that are not active.

625
H
7 years ago
daniel_oberes_b2e3e0
daniel_oberes_b2e3e0Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Need to set a global dashboard filter when adding a MDA report

Hi All, It seems that if you add an MDA report to a dashboard you can't set global dashboard filters even if you're pulling the same fields into the MDA table. If there's away around this, that would be great. If not, this is a significant gap in functionality.

12617
daniel_oberes_b2e3e0
7 years ago
devin_stevens
devin_stevensHelper ⭐️
asked in Customer Success (CS)
MDATime zone Issues

MDA Time Zones The MDA manages time in UTC, meaning that datetime values do not work with reporting logic in Gainsight. Example: Customer has a filter set to "today" on a dashboard...at 5p PST all their dashboards go blank and start looking at "tomorrow" because the logic is based in UTC, and no data exists yet for tomorrow in their daily data. It would be best to follow timezone logic set in the SFDC org, second best would be to have the customer set it (similar to the rules engine), third would be a manual set per tenant by the Gainsight team during installation.

482
sai_ram
7 years ago
tom_gerth
tom_gerthGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Email logs not accessible in bionic rules

I've just recently been told that we are not supporting the use of "Email Logs" in Bionic Rules.   Is there a plan to enable this in the future?   I have a customer who would like to use Email Logs as the source in Bionic Rules.  In their use case they leverage Emails logs to update items like Probability on the Opportunity records and it would be helpful to be able to join Email Logs with Opportunities so they can only update records when it is appropriate. Is this something that we anticipate we will have the ability to do in the future? Thanks, -Tom

6211
sai_ram
7 years ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Would love to see Timeline reporting from Pulse in the Vault!

One of the break out sessions I attended at Pulse had several reports/dashboards that rolled up Timeline activity.  I would love to see these added to the Vault! Thanks, Scott

474
scott_superko
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Email Assist Task is always closed out when added to a CTA

I'm in the middle of testing the new 5.9 release and came across an issue: When I create a CTA and add my email assist playbook to it, the checkbox next to the task is checked and shown as completed even though the task status remains at “Not Started”. The playbook completion shows 100% complete, but I haven't even sent the email yet. If I did, then we would see the email stats & bounce rates... Do we know why this is happening? Glitch? I created a playbook and added an email assist task as instructed: https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/08_...

291
manu_mittal
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Reports 2.0 won't save columns in correct order

When I create any chart off the MDA, the Columns i'm selecting are not saving in the order I put them in. My management would like the columns saved in a specific order: (1) Account Name, (2) Program, (3) CSM Name, for example. But after I click save and view the columns again, they are rearranged and out of order. Support/T2 says: "This behavior is only present on MDA reports, while SFDC reports will carry the changes throughout the product. This is expected behavior" I feel like this [i]should not be an expected behavior. Why is it an expected behavior to rearrange my columns and when do you think we can expect to see an update/patch to address this issue? Thanks

321
leanne
7 years ago
roja_kode
roja_kodeHelper ⭐️
asked in Customer Success (CS)
Global Dashboard Filters - Reports on different MDA objects

Currently, global dashboard filters won't work when we have reports built off different MDA objects in the same dashboard, even though we have same filters originating from the same source.  Lack of this functionality, trending to multiple dashboards. Customer word "It is time consuming for developers, and confusing to end users with multiple dashboards"  Do we have any plan to address this feature request in near future?

556
scott_superko
7 years ago
kevin_ly
kevin_lyHelper ⭐️
asked in Customer Success (CS)
Substitute Nulls with Zeros for Bionic Rule Formula to Bring Results

It is found, when using bionic rule formula to do for example, Field 1 + Field 2 + Field 3. If one of those values is null, total would come out to null as well.  Putting in another example, a 1 + 2 + " " , result will be null. Please add an accommodation for bionic rules to handle nulls. You can use pivot as a workaround, but Pivot only allows it on one field at a time per task.

754
spencer_engel
7 years ago
ankur_bhat
ankur_bhatHelper ⭐️
asked in Customer Success (CS)
Irrelevant information shown in C360 for NPS Surveys

For the accounts to which no NPS Survey is sent, the surveys (which are sent for other accounts) are still shown in the C360 section for that account. This information seems to be irrelevant for that Account. 

483
hayley_ballerini
7 years ago
mmccluregainsightcom
mmccluregainsightcomContributor ⭐️⭐️
asked in Customer Success (CS)
Allow comments on the overall score in 2.0 when an exception is used

For the new exception feature in Scorecards 2.0 it would be most beneficial if we could add a comment or a tag to the overall score in cases where the exception rule has been used. 

501
abhishek_sivaraman
7 years ago
ekow
ekowContributor ⭐️
asked in Customer Success (CS)
Unusual behavior if a Customer's Status is null

While troubleshooting some missing Customer records, I noticed that there are occasions when the SFDC Account -> Customer load reports no failures, but the Customer record does not get the Status (Active) successfully set. This is despite the Account load rule to set Status being in place, and working on most Customers. Therefore, these wayward Customer records are effectively 'null' on the Status field. # The null Customer records are unsearchable by name in the Gainsight UI, but upon reviewing a list of all Gainsight Customers, the record exists and has data from the SFDC Account. # Selecting the Customer record, you'll note that the Status field is blank. Select Edit on the Customer record, and the UI appears to allow access to a dropdown to change the Customer Status. The UI box freezes, despite having full Gainsight admin perms. The usual methods of escape (for a web app) don't do anything. Pressing ESC does. This was a support case that was fixed the first tim

303
ekow
7 years ago

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