Customer Success (CS)

I have identified multiple use cases for generating powerlists based on the data in one of our MDA objects.  However, I am unable to use this object because account lookup was not enabled when it was created.  Fortunately we do have the account id field included in the object but I am unable to establish the lookup link to the account object (not in the dropdown).  All assistance on solving this one is greatly appreciated, thanks!

Hello Team, When I upload HTML in a rich text field type it is truncating some tags. For example:  The column in CSV contains: "<a href=""http://www.google.com%22%22/; target=""_blank"">Click to open chat</a> When uploaded to gainsight it truncates the target tag and leaves it with the href tag. Regards, Jahnavi

Is anybody able to share ideas on how they created Reports showing Renewal Rates for different time periods? And those Renewal Rates would change if i filter on Q1 Renewals, or Q1 + Q2, or Q4 Renewals, or 2016 Renewal Rates?  I've been creating rules to count the number of Renewal Opps, then load those numbers into an MDA calculated field, & calculate the Renewal Rate in Percentages. But I also want to be able to show Renewal Rates if i were to filter on Renewals that Closed in Q1 or Q2, or closed in 2016 or 2017.

When a bullet list is created in Outlook or Word and then cut/pasted into Timeline, the left margin is set beyond the visible region of the editor. Does not seem to happen when cutting/pasting from Gmail, but does happen with Outlook and Word. See example below: In word doc: When pasted into Timeline:

Hi all, We're very happy to announce the fourth edition of the inSpired Event: 'Join The Conversation', November 23rd in Volkshotel, Amsterdam. This day will be packed with keynote presentations, breakout sessions, and of course enough time for catching up and socializing 😎 We're currently finalizing the program. As soon as it's ready we will make sure you get an official invite with all the details. For now: Save the date and mark November 23rd, starting at 10 AM in your agenda now! Spaces are filling up quickly so make sure you don't miss out! Looking forward to seeing you there. If you have any questions, fe

In a Bionic Merge Task (in an Advanced Outreach, but I imagine it would work the same for a Rule), I'm using an email address as the "Merge On" field between two data sets. Is that join going to be case-sensitive? It isn't indicated in the documentation.

Does the Shared C360 support date formatting? I have added two date fields to the Shared C360 view, but the two fields are fomatted two different ways: One field is formatted yyyy-mm-dd Another field is formatted mm/dd/yyyy They are the very same fields I have added to my 'in-platform' C360 where both fields follow my desired mm/dd/yyyy format. I have not located a way to control the formatting of the date.

We are currently looking for a solution to help us automate a very specific review instance, in which our product specialists (not CSMs) send case data to their clients.  This only occurs for some clients, who have a premier service package.  The CSM's do not need to/shouldn't see this information (as it might muddle their own interactions with the clients).  Only one user on our operations team would need access.  I have determined that there are two ways to display this information within Gainsight: Create a C360 layout that is assigned only to Premier Accounts and the one specific user that needs to see this case specific data.  All other CSMs would see the default layout for the same accounts.  Create a dashboard that contains all of the reports, using a global filter so that the user can view the report for each of the Premier clients. Now, my question is... if the reports need to be exported and shared for 200 client

A big thanks to the product & engineering, for delivering preview option in Bionic rules makes our life much simpler. Abort power is rules that's something we were waiting from long time. Thanks again for providing this new feature.

Hello all, We are currently researching into ways to improve Account Hierarchy feature and see how we can better serve our customers. I would like to reach out to all GS users who have configured Account Hierarchy feature or use it to gather insights of the accounts.  We are looking for Current problems that Account Hierarchy currently not solving for you? Lookups that are currently not supported which would better help manage your clients UI Enhancements you would recommend.  Your inputs would help us decide the direction we need to take for designing better experience around Account Hierarchy feature.

Lists of tasks, instead of under CTA?

I'm updating a support article on Sponsor Tracking and Elaine reports that, "[i]I think we need to acknowledge that some LinkedIn URLs cannot be found even after they are pasted...I believe that's because the contact does not have a "public Linkedin profile" but we should confirm with product that's the proper way to represent that in our documentation.  I get the question all the time about the links not working even after you paste them directly from LinkedIn." Can someone from product confirm this is the reason some linkedin url's can't be pasted in?

I have a customer that would like the functionality to be able to use multiple data sources within a power list to create the list itself from those objects.

When trying to view a specified Dashboard, I am seeing the following error message:" Oops! Something went wrong. Please check with Admin."  After checking all permission settings to make sure there was nothing off there, and resetting the permissions, I still continue to see this error for some of our dashboards. Additionally, our current admin was seeing the same error for a different Dashboard with no visible reason. Is anybody else having this problem and if so, how did you resolve the issue? 

I have a customer who only uses two stages and therefore deleted the out-of-the-box stages that came in their Gainsight instance (new customer, kickoff, launched, churned) from the Administration home page section.  This works as expected when filtering by stage against SFDC objects - i.e. when I source the opportunity in a report and add a stage filter, I only see the two stages that are available in the Administration tab.  However, Gainsight Connect still shows the out-of-the-box stages in addition to the two stages that my customer wants. So it's a little confusing, for example, when they are putting together a scorecard report and see 6 available customer stages rather than the 2 they use.  So my question is - does deleting a stage from Gainsight's Administration not delete that stage from the picklist in the managed package backend? I'm assuming Gainsight Connect is just pulling from the managed package picklist in SFDC, hence

We really appreciate all of the product inputs 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 Fall release (coming November 28th), I'm happy to report that we're implementing nearly 37 of your suggestions! Here's the complete list.

Our CSMs are logging activities on the Relationship 360 timeline, which links to our Subscriptions in SFDC. While we are able to see the activities on the Account level, we also want to be able to sync the activities back to the subscription, as an account can have more than one. This is not currently a functionality, but we'd like to add the ability to add this field when syncing a relationship timeline activity. 

When using the assigned name field in CTA's, it does not show the most up to date owner of the task. It shows the first owner of the task. How can I get an accurate owner of the CTA now if I can't use assigned name?

Working with a customer they have noticed that you cannot use the same field value for two different global filters in the same dashboard. It's there use case that you need to be able to filter across people having different roles on the same account. In this case, they would like to be able to filter the Reports on a Dashboard by the Account Owner who represents Sales and the CSM who represents Customer Success.

We have some customers accounts that are acquired through a partner. Those partners tend to stay around for the lifecycle of the customer and are involved in ongoing customer discussions, etc. Is it possible to tag partner contacts in the customer's timeline notes? The partner/customer relationship already exists in our Salesforce so I'm hoping these partner contacts can be exposed somehow to the customer account.

This is a PSA for the Community, and a cathartic complaint: I learned in Gainsight support ticket 8742 that Sponsor Tracking is simply broken until the May product release. The system is creating records for changes that have been detected that are not real. For example, sponsor tracking says that an individual moved from Google to Apple, but that individual actually moved from Apple to Google 3 years ago, and is still at Google. Apparently this affects all types of sponsor tracking: company, title, and location. I've turned off our rule that creates CTAs based on this data, deleted all existing sponsor tracking CTAs, and had to notify all our CSMs and my VP. Sponsor Tracking was one of the great and sexy features of the product when we signed on, but it's been nothing but a disappointment, not just because of this, but also because of the issue described in 

When running a Bionic Rule in Salesforce, what SF user is actually running the process? We have several validation rules and I have been hitting up against them. Our Ops Admin can whitelist a user, but I need to know who the rule is running as. My user has already been whitelisted and I can bypass the validation rule manually, just not via a Bionic Rule.

Gainsight's v5.10 Fall release is coming on Nov. 28! We've prepared a variety of resources to help end users and Admins become familiar with the release's most significant enhancements: Gainsight's Fall Release in a Nut Shell: 5.10 Release Highlights video - 6-min. video for Admins and Adoption Champions End User Enhancements Slides - annotated slides to highlight what's new from an end user's perspectiveLive Webinars for Admins to see what's new: Nov. 28 at 8:30 AM - 9:30 AM PT - Success Plans, Timeline, Scorecards 2.0, Bionic Rules, Data Mgmt., and Cross-org Migration - 

Under the Customer Tab, there are four main metrics displayed;  ARR, num of customers , MRR and Users.   Is there a way to change what is displayed at the top, perhaps remove MRR since we only use ARR ?   Or add a customer specific data item that can be summed up from all "my" accounts ?

I have a simple csv with 2 columns, a renewal prediction (boolean 0 or 1), and a salesforce ID. I've uploaded this spreadsheet to a matrix data object and I thought I did what I needed to to associate the prediction with the appropriate account via the ID per the below: However, I'm trying to build a report with this data to prove the association is working and it does not appear that the renewal prediction score knows what account it is associated with. When I try to build a report with the prediction value and the parent account name, all the account names are blank. Am I missing a