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Customer Success (CS)

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

  • 4,905 Topics
  • 15,518 Replies
4905 Topics
jennifer_richard
jennifer_richardHelper ⭐️
asked in Customer Success (CS)
Bring CTA Task Name into Report

I am trying to bring the task name into a report on email assist tasks.  I am using the CSTask object and am able to bring in call to action name but not the task name.  See screenshot below... What appreciate any help.  Thanks! Jennifer

362
jennifer_richard
7 years ago
bruno_giacomelli
bruno_giacomelliContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
UI bug when ordering show fields in Reports

Hi, The task of ordering show fields in Reports is one of the most annoying bugs in Gainsight's user interface. It's there for months. Please, could you fix it? I'm using Google Chrome with Windows 10. I've recorded a video below to showcase what I mean: Thanks

13316
sai_ram
7 years ago
nitisha_rathi
nitisha_rathiExpert ⭐️
asked in Customer Success (CS)
Moving Playbook page inside administration

Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha

241
heather_hansen
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release Notes for 5.6.7 Available

A few patches were released to version 5.6, including 5.6.7 on May 30. Please see the patch release notes for details. 

260
lila_meyer
7 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Customer Success (CS)
Can Milestones sync with Salesforce?

We currently create CTAs to track customer visits and important customer calls. We then sync these with Salesforce so they appear within Activity History. We would like to use Milestones to track visits and calls, but I have not been able to find whether there is a way to sync Milestones with Salesforce other than creating a CTA from the Milestone, and then syncing, which is not convenient for our users. Does anyone have experience with this?

614
manu_mittal
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Multiple Attribute Sections In C360/R360

I have a customer who doesn't want the "Attributes" section to be very long and would like to have the ability to add 2-3 smaller attribute style sections. They would like to have the two Two Column format thats available in the attribute section today.

503
steve_davis
7 years ago
steve_margulis_1f2f88
steve_margulis_1f2f88Contributor ⭐️⭐️
asked in Customer Success (CS)
Can access to the NPS tab be limited to certain users?

My manager would like to limit access to the NPS tab to only certain Gainsight users. His concern is that people may misunderstand and misuse the data. Is there a way to block visibility of the NPS object for some users?

373
jason_knape
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Email Assist - Vault-like Templates

Hi - We would like to create a series of templates for CSMs to use with their clients as needed. Right now, creating a series of playbooks that contain the templates looks like the best option. However, there are a few challenges: 1) Playbooks need to be associated with a specific account. One recommendation to work around this is to create a generic account and associate the template with this account. The challenge is ensuring that the emails are associated with the right account in our reporting. 2) You can only fire an email once from the playbook. So, each time an email is used, another CTA would have to be created with the playbook or the playbook would have to be replaced in order to use it again. Has anyone else built this out in an effective way and addressed these challenges? Thanks, Elizabeth

10710
nancy_bray
7 years ago
be_student
be_studentContributor ⭐️
asked in Customer Success (CS)
need help with Jess rule engine

I need to configurate Jess rule engine to the MySQL database. There is no so far information online. Does anybody used it before and can help me?

342
be_student
7 years ago
patrick_precord
patrick_precordContributor ⭐️⭐️
asked in Customer Success (CS)
Do customers see Timeline content (whether automatically or as an option)

We are looking to use Timeline an want to confirm capabilities.  Can we push a Timeline log, such as logging an email, to a customer or is Timeline content only meant for internal notations. 

422
patrick_precord
7 years ago
louis_puster
louis_pusterContributor ⭐️
asked in Customer Success (CS)
Timeline external contact entry searches all contacts in salesforce

When creating a Timeline activity from a CTA on the cockpit and adding external contacts, Gainsight pulls in ALL contacts from your Salesforce database in the returned dynamic search. When this is done on the Timeline tab, the dynamic search is limited to the company for which the Timeline Activity is being created. The behavior on the CTA cockpit timeline activity creation seems like a bug.

291
sandeep_kumar
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Report Completed by Due Date

Our leadership team wants a report to show 2 things: 1. Total CTAs Completed 2. Total CTAs Completed by Due Date Currently, we're just exporting the raw CTA data from GS into Excel or into Tableau reports. Has anyone created a similar report directly in GS?  Is it possible?

699
manu_mittal
7 years ago
dale_parent
dale_parentHelper ⭐️
asked in Customer Success (CS)
Load to SFDC Object - STRING to LOOKUP

I would like to use the Rules Engine to update two custom lookup (user) fields in SFDC.  I have a string containing the user's full name to use for the field mapping.  When I test the rule all records fail.  Thanks in advance for suggestions on solving this one.

645
dale_parent
7 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
asked in Customer Success (CS)
CTA attachments report

I'm working with a customer who would like to run a report on any CTAs that have file attachments. I wasn't able to find the data object that I could use to create a report to show this. Is this a report that can be created and used in either dashboards, C360 or ad-hoc contexts? Thanks!

9610
jam
7 years ago
cj_odell
cj_odellContributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to log timeline activities on the platform level of salesforce?

Is there a way to log timeline activities on the platform level of salesforce? If not, is this on the product roadmap?

262
cj_odell
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Include Accounts Where No Data Is Available In Bionic Rules

It was called out to me by a customer today that the "include accounts where no data is available" is not there in bionic rules even though we are sourcing SFDC object for this data. In customer rules the checkbox is there, but it doesn't appear that we have that capability for bionic rules yet. Is this something we have road mapped or discussed yet? They are trying to fetch a data set where they have Asset "a" with no support cases. In order to achieve that we'd need to filter for accounts where data is unavailable to build this query. 

253
steve_davis
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Email Assist Size Limit

We're using email assist to send a recap email after an EBR and then attaching the EBR.  We're running into problems with the size limit which is limiting the ability of our CSMs to be able to use the email assist task.  Is it possible to increase the size limit at all?  The template alone is about 3MB and could be more depending on how much data we are presenting.

594
heather_hansen
7 years ago
nicole_hart
nicole_hartContributor ⭐️⭐️
asked in Customer Success (CS)
Cockpit Health Score Type Color

CSM Message:  "In cockpit, when the Health Score is RED the type/font color is black that displays the actual Health Score and is hard to read because of the two colors.  However, then you select the CTA the black number becomes white inside the red tile and it much more readable." Having numbers consistently white inside of red tiles will be easier to read/see.

422
sai_ram
7 years ago
justin_weitzenfeld_799888
justin_weitzenfeld_799888Contributor ⭐️
asked in Customer Success (CS)
Email Assist: Document Attachments

Is it possible to attach a document to the email template using the Email Assist functionality so the user doesn't need to add it manually to each email individually?

592
nitisha_rathi
7 years ago
phil_kowalski
phil_kowalskiContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Rule Action Criteria in Bionic Rules from More than One Source

In the setup, I'm grabbing data from an MDA table and a Salesforce Object. In the criteria on the actions, I'd like to compare a date field from the MDA to a date field on the Object, but it seems like if I select the date from the MDA, it seems like I can only compare it to other fields from the MDA and can't use and fields from the Object. Is this is a limitation in Bionic Rules or is it possible I'm not setting things up correctly? 

211
sai_ram
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
May Release is Live!

The 5.6 May release of Gainsight is live in your orgs! Below are some resources to help you learn about the new features: Customer webinars: (for Gainsight Admins) May 24 Wed. 8am - 9:30 PT - focus on Adv. Outreach & Email Template updates -- reg link  May 25 Thurs. 8am - 9:30 PT - focus on Scorecards 2.0, Gainsight 360, Timeline, Rules Engine, Bulk API -- reg link Docs and videos: 5.6 Release Notes Scorecards 2.0 - 8 min. video introduction, including multiple scorecards Advanced Outreaches - 10 min. video introduction

325
lila_meyer
7 years ago
jake_smith
jake_smithContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How to create detail report in dashboard that only looks at current week health score?

Hello all -  Looking to build a field summary health dashboard that can be broken out by region (global filter). The very base of this will show a trending health score chart by week (red, yellow, green), and I'd like to create a couple different detail layouts below for accounts in yellow, red, renewal <180 days, etc. I know that you can click within each box to show you the detail you select, but I'm looking to make this as easy as possible for executive leadership that aren't in the platform very often. Is there any way to show a detail view of GS Scorecard object with only the current score details without having to put in a global date filter? If using a global filter within the same dashboard this will affect the trending score by week graph. The only filters I can locate require you to select a custom date. Any ways to combine these views in the same dashboard? Help is greatly appreciated!

704
sidhu
7 years ago
andy_sackley
andy_sackleyHelper ⭐️
asked in Customer Success (CS)
Best Practices for Testing a Survey before deploying

Afternoon all - looking for some best practice guidance from the community on how you tested your survey process prior to launching... Background: I've built my Support Survey in Gainsight, but because it will be based on a dynamic daily PowerList (customers whose support cases were closed yesterday), that means that my email template must live as a Salesforce Email Template. Testing each element individually:  I can build my PowerList / Rule and run a report to validate that the correct 'Closed cases from yesterday' are being pulled in. Via the 'Send Test and Verify Merge Fields' button in Salesforce, I can at least validate the content and look/feel of my email invitation, but as there are no values being passed for this test, I can't validate that the merge fields (e.g. Dear 'First Name' and 'Survey Link') will populate correctly.  I can review my survey via Gainsight (all looking good!).  How have others tested end to end all the pieces before deploying

443
johnny_burtchaell
7 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Integrating Timeline

In the recent releases, has there been any progress in being able to report or run rules? We would like to write the date of the most recent meeting to an attributes field to track how frequently we are meeting with customers.

626
sai_ram
7 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Add Text Analytics as a Rule Action

It would make text analytics powerful if I could feed any text data into a Rule, and use an Action to do sentiment analysis on that text, and take different actions depending on whether it was positive/negative/neutral sentiment. So, for example, if it was a survey result or new support ticket or whatever, with positive sentiment, let's generate an Email Assist for the team manager to reach out. If it has negative sentiment, let's email the team manager and perhaps automatically send an email to the customer with a note that it's been escalated.

361
chandramani_tiwary
7 years ago

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