Community

Gainsight.com
Support & Documentation
Marketplace
Training
Pulse+

Ideas
Events
Groups & Betas
Product Updates
- - Knowledge Base

Home
Getting started
Discuss Gainsight Products
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
15,556 Replies

When you subscribe we will email you when there is a new topic in this category

4922 Topics

Recently active

Most replies Most views Newest first

michael_sweeneyHelper ⭐️

asked in Customer Success (CS)

View a cumulative NPS score vs. individual response on the NPS tab

The issue that brings up this question is, I am speaking with a customer that has multiple thousand people in every account so they don't want all of those to show up individually. The would like to see a cumulative score in that account instead of seeing 2000-3000 responses. Beside a report could there ever be an option to show cumulative score on the NPS tab?

711

7 years ago

manmeet_dosanjhHelper ⭐️

asked in Customer Success (CS)

Question About the Lookup Relation option in MDA

A bit unfamiliar about what the Lookup Relation feature does exactly. Just wanted some clarification. So, for our situation, we have a web based platform for our users. That Usage data is then uploaded by our Devs into a MDA object called 'Weblogs' which is storing all the different types of Usage by our clients. We are then building a report off this MDA object to track Usage by Types at the account level and individual user level. However, it looks like we are not pulling in the users into the correct account. They are appearing under different child accounts.  I am wondering if this caused by the fact that one of the fields in our MDA has the enabled Lookup Relation feature. The field is called "Username" and has a Lookup Relation set up so that we can match the Friendly name (which we don't get from the data drop by Devs).   I noticed that the users are appearing in the reports for the account they are listed under in SFDC instead of what account they are under in our p

464

7 years ago

manish_mContributor ⭐️⭐️

asked in Customer Success (CS)

Is it possible for me to get an email notification whenever Activity timeline is updated by CSM ?

I wanted to get an email alert when a CSM updates the activity timeline. Is this possible?

351

7 years ago

heather_landgrafContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Images lost when saving emails (from EA) to Timeline?

I have set up some nurture emails using.jpg and hyperlink to community pages, but when the email is sent and synced to Timeline, the "body" of the email (image and hyperlink) is lost.  or am I missing something?   Seems at least the URL would stay so you could go to the page for reference in future. Without that, the rest of the email doesn't tell you much, especially for syncing to Activities in SFDC - no one will know what the email was for necessarily.  

514

7 years ago

nicole_alrubaiyContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Degrading Health Score

We are crafting v2 of our Health Score and some of our score components have a few variables at play.  For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc..  These things could compound to give a customer a bad experience.   [i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening? For example: Start customer at 100 points - 5 points for every case opened for more than 20 days - 30 points for every escalated case - 5 points for every case re-opened in the last 90 days If a customer has a combination of things happening, their score would be low to reflect that.

1061

7 years ago

sai_ramExpert ⭐️⭐️

published in Customer Success (CS)

Congrats to all our Community Champions!

Community Champions are passionate people who invest their time on the Gainsight Community by sharing their knowledge and helping their peers. These super users post questions, use cases, feature suggestions, and help respond to other Community member’s questions. The Gainsight team is both proud and humbled to announce our Community Champions. Community Champions will receive special.gifts, and also gain visibility and recognition among their peers as experts in the platform. You can recognize them by their Champion rank and “trophy” icon in the community. Please join me in congratulating all of our Community Champions!

343

7 years ago

dallis_kingContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Create CTA not an action option in Rules Engine

Hi, I'm trying to create a CTA off of a custom MDA table I've imported. I can pull in all my fields, but when I go to the action page of the rule, the only options I get are "Load To SFDC" and "Load to MDA". I have an Account ID and a CSM ID as fields that I'm pulling in. Is there something specific I need to include to make the CTA action option appear? Thanks

374

7 years ago

ky_powellContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Limited report filters in UI Views

I have a UI View report for our corporate CSM's but the report params only allows me to filter by 3 fields at max. I have 4 CSM's. Is there another way I can do this?

414

7 years ago

manmeet_dosanjhHelper ⭐️

asked in Customer Success (CS)

Bionic Rule Not Pulling Specific Opportunity But Custom Rule Is

I created a Bionic Rule to first fetch data from the Opportunity object in SFDC and then to transform it and upsert into a custom MDA. I noticed an issue when the 'Amount Closed' upserted into the MDA from the Opportunity object was not matching the amount from a report in SFDC . After some investigation, I noticed that there was one specific Opportunity not being pulled in called 'Upgrade - New Group Subscription'. As far as I can tell, it is still being marked in SFDC just the same as other Opportunities that are being fetched using the bionic rule.  Furthermore, if I run a custom rule to fetch data from the Opportunity object using the same exact parameters and then upsert into the custom MDA object, I am able to pull 'Upgrade - New Group Subscription' in from SFDC and load to MDA just fine. Not sure why the bionic rule is not allowing this? I have the same fields in the 'Show' section and the same Filters. I would assume that the Transformation task of the bionic rule is so

994

7 years ago

rish_singhContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

CTA for offboarding

I'm trying to create a CTA for when a customer's Account type changes from Customer to Expired/Terminated. Is this possible to configure via the Rules engine? If so, how?

363

7 years ago

benHelper ⭐️⭐️⭐️

asked in Customer Success (CS)

What do you gain by issuing a survey as HTTPS versus HTTP?

We're new to surveys and are having a couple odd things in the setup. Part of it is due to our Sites config and some limitations there. So, can anyone tell me what you gain from a reporting/analytics perspective when you use an HTTPS survey rather than an HTTP survey? Thanks!

868

7 years ago

john_gallinaghContributor ⭐️⭐️

asked in Customer Success (CS)

Action Type: Send Email Configuration

So I've been struggling to configure a rule that assigns a CTA to the assigned CSM for the account AND also sends an email to the assigned CSM. Here's what I have done so far: 1. Setup an email template using tokens 2. Validated that the CTA is correctly assigned to the appropriate CSM It appears as though I have not configured the email tokens correctly. How should this be configured?

737

7 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

What's new on Gainsight Go - July 2017

We're always updating and adding new content to Gainsight Go. While the list of articles updated in the last month is too long to list, here's what's new: Survey Flattening Overview  Rule Action: Load to Feature Bionic Rule Trend Calculator  5.7.3 Patch Release Notes How to Test an Advanced Outreach  Tutorial: Create a Report to Determine the Length of Time Between Two Milestones Matrix Data Architecture Overview VoC Onboarding path - contains all of the onboarding articles, incl. widget config instructions, & vault assets to support your Voice of the Customer program Onboarding for Other CRMs - docs to support stand alone implementations for customers who don't use SFDC as their CRMYou can follow the Product News & Updates category on the Community to receive email notifications about new product content on a monthly basis, as well as general product news. If you have feedback, please email docs@gainsight.com.

7 years ago

mendy_peughContributor ⭐️⭐️

asked in Customer Success (CS)

Rule Failed

I'm very new to Gainsight as the Admin/Config for my business unit.  One of my rules is failing now and I don't know what the error indicates and looking for some direction... "2017-08-08T10-15-47_UTC - MDARule Execution failed: CSV header 0012A00001wCFvYQAW" does not exist with any field alias name." I didn't set up any MDA stuff (done by Gainsight team that did initial setup) so I'm lost here...

494

7 years ago

dan_wiegertGainsight Employee ⭐️⭐️

asked in Customer Success (CS)

C360: Customer wants to find a way to post files uploaded via the Collaboration tab in to be posted to a customers Chatter feed.

Customers initial question: Under the collaboration tab, one of my CSMs attached a document and I was hoping it would show up in the chatter feed on the account in Salesforce. How do I make this happen?   Addiitonal context: The user was able to upload the file on the Success Plan in the chatter area. However, we would now like that uploaded file to show up in the chatter feed on the account in Salesforce, not in the C360 section of salesforce, but on the actual chatter on the direct account.   Currently when you post a file to a under the Collaboration tab (in Success Plans) that file is only visible “to this CTA group” – there are no additional options to adjust visibility, and currently there is no way to modify this in Gainsight. The customer wants to point these Collaboration uploads towards the customers Chatter feed for them to access. Has anyone else attempted this?   For additional context this is from Zendesk ticket 27855 * pleas

290

7 years ago

mandy_majorGainsight Employee ⭐️⭐️

published in Customer Success (CS)

Incident: Outage with processing data for limited customers

Our Techops team has been made aware of a hardware failure on a data processor.  This is only affecting a LIMITED amount of customers and we are working to get this resolved ASAP. Customers on this processor may experience: - Rules not running - MDA tables not loading - Reports/dashboards not loading - Powerlists and outreaches not loading and/or running For the latest updates, please follow our status page.  We will also update this post as we receive updates.

372

7 years ago

lila_meyerGainsight Employee ⭐️⭐️⭐️

published in Customer Success (CS)

Scorecards 2.0 & Migration FAQs

To help answer your questions on the new Scorecards 2.0 and migration options, please see this article. If you have additional questions, you can post them here, and we'll update the article too.

566

7 years ago

ryanContributor ⭐️⭐️

asked in Customer Success (CS)

Exporting Reports to Excel: Formatting

We are in the process of rolling out a process where CSMs will post account updates in the CTA comments section. From there, we plan to pull reports off these and manipulate the data as needed in Excel for executive reporting.  When exporting to excel, we loose all formatting and line breaks. This makes the comments very hard to read and requires manual work to reformat the text as needed.  Ideally, when exported to excel, all text formatting will remain.  

485

7 years ago

dallis_kingContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Create a Report for CSMs about their CTAs

I'm trying to create a report to go on the CSMs dashboard about open CTAs of a specific type. However when I went to create the report I realized there is no "owner id" field on the CTA dataspace. Instead, it's just a string for the "Assignee" but I can't use that to filter by Current User to make it work on a CSM page. Does anyone have a work around for this?

445

7 years ago

sai_ramExpert ⭐️⭐️

published in Customer Success (CS)

Your ideas are being implemented in our Summer Release!

We really appreciate all of the product input that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. In the upcoming summer release (coming Sept. 5), I'm happy to report that we're implementing nearly 20 of your suggestions! Here's the complete list.

603

7 years ago

samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Integration with Klipfolio or other sources to capture company metrics.

Our company uses Klipfolio to display metrics across multiple teams for multiple data sources to the organization as a whole. We also use a home-grown database to capture other key metrics that help forecast additional head count by combining multiple data sources that contain bandwidth and forecast information. With CSM's use of Gainsight, pulling metrics out of Gainsight and sending to these external sources is crucial. Is this something that is a capability today? If not, is it on the roadmap? 

787

7 years ago

cara_brillContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

How can I bring Measure Level information from Scorecards 2.0 in the Relationship Object for Reporting?

 I have a report for all of our relationships that shows the current overall score, but I cannot find a way to bring in the measure level scores. I added it as a lookup to the Relationship Object, and so I can see the options in the report, but they're all blank. So, is it possible to bring in the measure level data or can we only see overall current scores?

484

7 years ago

scott_superkoHelper ⭐️

asked in Customer Success (CS)

Confirmed Items on Summer Release

Hey there, Can you share any features/updates that are confirmed for the summer release? I would also love to see anything that is tentative, knowing that it could be pushed to the fall release. It's very helpful to know these things when prioritizing what features we need to adopt.

696

7 years ago

lane_hGainsight Employee ⭐️⭐️⭐️

asked in Customer Success (CS)

Deleting Usage Data

We are trying to reduce our SFDC Storage. To do so, we need to remove some Usage Data. However, our CSM team is a heavy user of the Usage Widget. We would like to removed data for Customers in a certain plan or even customers who have canceled prior to April of this year.  This will require a JOIN of some sort in SOQL between JBCXM__UsageData__c and JBCXM__CustomerInfo__c or the Account record. The issue is, I'm not sure what the query would look like. I've done some research, but every time I try, WorkBench throws an error. Can anyone help?

604

7 years ago

lokeshraovnHelper ⭐️

asked in Customer Success (CS)

Gainsight and Lion Bridge Integration

Has anybody done Gainsight integration with Language Translation Products such as Lion Bridge? I'm specifically looking at options of performing Translations on Surveys using Translation Platforms such as Lion bridge.

231

7 years ago

Page 164 / 197

Badges

Padolfihas earned the badge 2024 GameChanger Award Winner
Padolfihas earned the badge Pulse 2024 Attendee
tom_gerthhas earned the badge Community Champion
Sravanthi Eletihas earned the badge Gainsight Associate Admin: Level 1
larabarneshas earned the badge Pulse 2024 Speaker

Show all badges

Terms & Conditions Cookie settings

Sign up

If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.

Else, please continue with the registration below.

Username *

E-mail address *

First name *

Last Name *

Company *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Welcome to the Gainsight Community

Retrieve username / Reset password or Create an account

Username or Email

Password

Remember me

Forgot / reset password

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.