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Customer Success (CS)

Ask questions and learn from others about features, workflows, and all the possibilities of Gainsight CS

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  • 15,518 Replies
4906 Topics
lila_meyer
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
N
7 years ago
ryan
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
venky_reddy_k
7 years ago
dallis_king
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
marcelo
7 years ago
sai_ram
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
H
7 years ago
samantha_braastad
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? 

777
lyubov_penyugalova
7 years ago
cara_brill
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
cara_brill
7 years ago
scott_superko
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
marcelo
7 years ago
lane_h
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
lane_h
7 years ago
lokeshraovn
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
dan_ahrens
7 years ago
laura
lauraContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How do CSMs use Account Hierarchy?

I need more information about how Account Hierarchy works (as opposed to how I implement it), got anything?

506
laura
7 years ago
manmeet_dosanjh
manmeet_dosanjhHelper ⭐️
asked in Customer Success (CS)
Is it possible to create a Report for the Dashboard that shows the sum of Unopened Emails? Instead of Sum of Sent.

I am trying to create a chart for the Dashboard via the Report Builder (but if there is another way, I am open to that as well) that uses the MDA data for "Email Logs" to show the amount of Emails "Opened" vs "Unopened". Is this possible? Currently, we have a report set up to Show Me: "Sum of Sent", "Sum of Click Count", and "Sum of Opened".  The issue with this report is that it basically double counts the emails that were sent and opened and makes the total amount of email logs (Sent, Clicked, and Opened) appear greater than actual. Rather than have the Sent, I think it would show more value to compare Opened vs Unopened. Especially using the 'stacked column' chart option. 

383
manmeet_dosanjh
7 years ago
N
nate_newbykewContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Scorecard 1.0 still displaying for Custom UI Views after making 2.0 primary

After enabling and making Scorecards 2.0 primary, our C360 page now populates with the corresponding data. However, on all of our UI Views' Scorecard Tabs, we're still seeing the Scorecard 1.0 overall health and corresponding fields. I tried simply recreating one of our Scorecard Tabs to see if that would display the new info - no dice. I was also hoping that maybe they would just automatically update after they were next checked but I left them on Friday and they're all still Scorecard 1.0 as of this morning. Anyone know what I'm missing here? Thanks!

203
N
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight's Summer Release is Coming Soon!

Lots of exciting new features are being released to Gainsight production orgs on September 5! Sandbox orgs will be upgraded on August 5*. To see a detailed preview of what's coming, watch this release preview webinar** hosted by Karl Rumelhart, our VP Product.  This release includes the following enhancements, plus many more: Surveys: create in-line surveys to display a question directly in an email, create survey links with an expiration date, and text analytics are available for non-NPS questions with text responses Scorecards 2.0: a migration utility is available for Gainsight Tech Ops to convert Account Scorecards (1.0) to Scorecards 2.0, plus significant configuration enhancements Rules Engine: configure Rule Chains using Bionic Rules, include MDA Joins in Bionic Rules, and configure cron expressions to run rules multiple times a day Success Plans: create Success Plans using Bionic Rules and view Success Plan progress in a Gantt chart on the 360

472
dstokowski
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Is there a way for a non-Gainsight user to make a CTA for a Gainsight user?

Hey folks, We are a CS team which has converted from being part of the Tech Support group. We're about 2 years in now, but still have some lingering processes.  Chief among them is still using Cases in Salesforce. Our Tech Support team uses these heavily. We even created a separate Case type for Customer Success items. If a member of the Tech Support team discovered a CS item during a support interaction, they would create a CS Case for us to look into it. This has worked fine, but I want to get the CS team focusing exclusively Cockpit and CTAs. The challenge is that no one on the Tech Support team has a Gainsight license. So, is there any good way for a non-Gainsight user to make a CTA  and have it be assigned to the Account Owner (who would be a Gainsight user)?  I can think of some hacky ways this could work, but would l love to hear if anyone else has crossed this bridge.

383
dstokowski
7 years ago
scott_renna
scott_rennaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Gainsight Usage Report - Habits

Hello there, I had previously been receiving weekly reports called Gainsight Habits, that detailed page access and defined lime, yellow, red users. I haven't been getting them for some time and I am wondering if this is something that is no longer offered for customers or, perhaps, I have a misconfiguration. Has anyone seen these reports and could advise?

323
scott_renna
7 years ago
sundar
sundarExpert ⭐️
published in Customer Success (CS)
Rule runs in parallel. Add rules into Rule chain for sequential run

Rule Run Order Earlier behaviour : Rules / Rule Chain were running in the order they were scheduled and only one rule run per tenant was running and the other are just queued up. So when you had the rules scheduled to run at 12:01, 12:02 and 12:03 this was running in the respective order. This was causing a huge backlog in the queue and when there were historical runs it was causing several hours delay in rules completion and in some scenarios many days where techops team had to intervene and abort it. Current behaviour : Rules may run in parallel. We have a cool dependency analysis infra, which will evaluate whether two rules can run in parallel or not by looking at the objects that they are writing into and reading from. This makes sure admin need not analyse and put all the CTA creation rules in a chain or when you are moving the data from Object A --> to Object B --> Object C this will run in the order if was scheduled to run at 12:01, 12:02 and 12:03 in resp

692
lucas_schuelter
7 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Anytype Field as Action Criteria

Hi All, I have some rules based on history objects. New Value is the criteria for the actions. Today, I noticed that the criterias are no longer exist, they disappeared. I'm trying to add them back but this is not possible through the UI. Was there any change with this type of field? I know this is not supported as filter but it was supported as action criteria until now. Thank you, Aviv.

375
samantha_braastad
7 years ago
dan_wiegert
dan_wiegertGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
The C360 dashboard issue that causes the screen to freeze.

I am posting this on behalf of an issue that my client (Cloudera) has experienced regarding the C360 page. What happens is that the UI will essentially lock up without warning, and the root cause is due to an unconfigured widget/field within the C360 dashboard. Could we look into providing descriptive errors on configurable dashboard pages that indicate when we have empty containers, or unconfigured field present?  Here is the original report of this issue: [i]I am on the C360 page and cannot scroll, nor reach any of the options in the left nav. I clicked VoC in this example and am stuck there. I'm using Chrome and have restarted my browser completely with no luck. Here is a screenshot of the root cause  -- as previously stated, would it be possible to add errors C360 dashboard page that would not allow you to save a layout if there are unconfigured widgets, or containers? Also - if you ever run into a similar situation - check your Layout setup on the Admin tab, and

453
dan_wiegert
7 years ago
chris_beaven
chris_beavenContributor ⭐️⭐️
asked in Customer Success (CS)
Applying logic to who a CTA is assigned to

I received the following question from a customer: We want CTAs to be assigned to whoever is the Business Solution Partner and if there is not one, assigned to the CSM.  How do we go about doing that? Thanks!

333
melissa_i_959be6
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Data Space Report being used in...

I cannot view the report/rule a "Data Spaces" report is being used in. I have to delete a field in one of my Data Space reports, and this change will impact every report/rule/dashboard that utilizes this field.  Why isn't there an option to view all the reports/dashboards/rules my Data Space report is being used in so I know "which" report/rule needs to be updated?

130
johnny_burtchaell
7 years ago
jitin_mehndiratta
jitin_mehndirattaHelper ⭐️⭐️⭐️
published in Customer Success (CS)
How to fetch latest NPS Score from NPS survey response using Bionic Rules

It is a common use case to fetch the latest NPS score per account. Below post shows how you can fetch the latest NPS score using Bionic Rules: Step 1: Create a dataset task fetching account and Maximum Last Modified date as shown in the screenshot below: Dataset Task Name: Fetch Latest NPS Date Step 2: Create a dataset task to fetch all NPS scores Dataset Task name: Fetch all NPS scores Step 3: Merge above dataset tasks on “Last Modified date” Running the above rule will fetch you the latest NPS score per account. You can perform any action, Load to customer info or any other action to load latest NPS score.

402
jitin_mehndiratta
7 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Latest NPS Score in Customer Info

Hi There, There is a field in the Customer Info object called 'Latest NPS Score'. I would like to know if the field is being updated automatically with the latest score whenever we get a response or should I create a rule in order to store data in this field? Thanks much, Aviv.

1046
jitin_mehndiratta
7 years ago
dallis_king
dallis_kingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Using Scorecard 2.0 in Summary on C360 Page

Hi, We have just migrated over to Scorecard 2.0, and I've been working on updating all our reports that still reference 1.0. I think the last one to do it the Health Scorecard Widget we have in the Summary section of the C360 page. When I tried to update it though, there doesn't seem to be an option for the new scorecard, and after reading the documentation on creating widgets myself, I don't know how I would be able to replicate a similar widget with 2.0.  I'm not sure if I don't understand how to create widgets, if I just don't know what the new widget might look like, or if this is a limitation. Could someone help shed some light on this? Thanks

363
dallis_king
7 years ago
colin_burns_c26524
colin_burns_c26524Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Does Timeline activity reflect in Gainsight Usage Report emails?

I get a Monday morning email from Gainsight that shows usage by user. We use this to see how often people are using the platform. 

271
dan_ahrens
7 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Data Anomalies Page

In V5.0, the layout of the Data Anomalies page should be reviewed. The height of the table with the "Accounts with no CustomerInfo field value" is to short.

844
kevin_ly
7 years ago

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