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Customer Success (CS)

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

  • 4,939 Topics
  • 15,624 Replies
4939 Topics
toddcarey
toddcareyContributor ⭐️⭐️
asked in Customer Success (CS)
No option to create a playbook

Documentation says to go to Cockpit>Playbook and then I can add a Playbook.  I don't have that option, is there somewhere I have to enable Playbooks or what?

540
toddcarey
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How do you add fields to the Survey Dataspace?

We are rolling out a new survey to the majority of our customers. During our preparation, I am working to setup some reports and dashboards for our executive team. I'd like to be able take the Survey Dataspace, which is a great template as a staring point, and add key fields from our SFDC instance. This will give me more flexibility with reporting survey results against other customer metrics. How is this accomplished? Thanks!

450
sai_ram
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Account that has churned still shows as Active

Why would an account that has churned still show a status of Active in Gainsight?

380
sai_ram
7 years ago
megan_hairston
megan_hairstonContributor ⭐️
asked in Customer Success (CS)
Report survey results by CSM

We built a CSM satisfaction survey and sent it out through Gainsight.  We are now trying to build a report that will show the average rating by CSM.  I am having a hard time doing this.  I do Show me: Answer Name by CSM Name filtering for a specific Question Code.  All this does is show the count of responses for each CSM and does not give me the option to average it. I assume it's because Answer Name is reading as a text field although it's a numerical survey response.  What am I missing? 

940
andrea_weisz_171687
7 years ago
tom_gerth
tom_gerthGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Scorecard 2.0 Rule UI

I've been chatting with a customer in regards to the UI in the Set Score 2.0 action of a rule. What we've noticed is that when you select the measure, and then select the scorecard that you want to write to (when you have multiple scorecards), the scoring UI shows the name of the scorecard instead of showing the name of the measure. (screenshot attached). It's our thought that this should show the measure name instead of the scorecard name.  This could confuse a user and lead them to believe that the score is being written to the scorecard as a whole instead of the individual metric.

400
abhishek_sivaraman
7 years ago
colleen_fleming
colleen_flemingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to get Contact Type to show for NPS Survey Report in Reports 2.0

In Salesforce our contacts are assigned a key contact type (Primary Support Contact, Primary Executive Contact, Etc). This Key Contact type is in Salesforce as a picklist and is associated with the Contact page. We want to be able to run a report for NPS data where we can segment out by the Key Contact type or see the key contact type associated with the contact in a list type report. Anyone have any ideas on how to have the key contact type show when running a report for NPS data?

130
colleen_fleming
7 years ago
dallis_king
dallis_kingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Powerlist Filter Equal To Null

I'm trying to create a filtered powerlist that pulls contacts when they have never gotten an email from us before. We have a field in SFDC that keeps track of the last date an email was sent and at default has no data in it. I'm trying to create a filter that says, "Date field is equal to null" but it keeps returning an error that I need to input a date.  Is this a bug, or is there something I'm missing here? Edit: I can put a value in like "Run Date" but then would it trigger when it's equal to both run date or a null value? That could result in people getting the email two days in a row, could it not?

360
heather_hansen
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Milestone Comments Bug

Comment section does not show apostrophe

490
mandy_major
7 years ago
nadav_shemtov
nadav_shemtovContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
New release - won't be pushing until CTAs layout defaults to Timeline

Looking at the upcoming release at Test, Nick and Leslie from CA Technologies said that they won't be pushing the latest release until the behavior of every detailed CTA view opening on the Timeline tab by default, specifically as the team isn't using Timeline right now and it's going to add a lot of clicks for the CSMs

790
martha_stuart
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Learn how to create CTA forms!

The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: Create CTA Forms Using Linked Objects (5 min. video) Create CTA Forms Using Linked Objects (written instructions) Configure CTA Detail View Layouts (written instructions)

1390
lila_meyer
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
New "How to Configure Cockpit & CTAs" documentation path

For customers who are new(er) to Gainsight's CTA configuration options, you'll want to refer to this new How to Configure Cockpit and CTAs path on Gainsight Go. It contains a series of articles that will walk you through the process of configuring Cockpit's list view, CTA and task detail views, CTA types, linked objects, etc. We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for these docs path tabs throughout our product documentation: We welcome your feedback!

110
lila_meyer
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
New 'How to Build Reports' documentation path available

For customers who are new(er) to Gainsight's report building and dashboards functionality, you'll want to refer to this new How to Build Reports path on Gainsight Go. It contains a series of articles that will walk you through the process of building and displaying reports in Gainsight.  We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for guide tabs throughout our product documentation: We welcome your feedback!

170
lila_meyer
7 years ago
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
posted in Customer Success (CS)
Inside Design: Rethinking the community editor

Create a powerful, rich text editor for our communities. When we released our first communities years ago we believed that formatting options should not be widely available. We allowed styling through BBcode, discouraging ‘trolls’ and 'novice' users to create ugly screaming posts. Advanced users, who were willing to take the time to write long-reads, do know how to make use of the BBcodes. Times have changed, users learn and the demand for easy and usable products is high. Using BBcode does not satisfy users, therefore I'm happy to say that we are working on a new editor for our communities. In this article, I'll share insights on this process. The challenge: formatting a topic or comment is painful Formatting a post requires time and effort. Common scenario’s such as inserting a list or pasting an URL can be a struggle. BBcode is sensitive to human errors such as type mistakes or unclosed tags. Only after publishing you will see how your post turns out. We feel the pain too. The

3100
Julian old
7 years ago
dallis_king
dallis_kingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Default Value for Manually set Health Scorecards

I'm trying to create a CTA for my CSM's for a manually set scorecard so that if it isn't set 7 days after on boarding is complete. I tried to create a rule that triggers when this particular scorecard value is NA (the CSM hasn't updated it yet) but I get 0 returns from that query, even though I know that these scorecards exist.  I've been looking into it, and I think the reason is that when nobody updates the value, the card is never instantiated, and therefor doesn't exist in the database. I did counts of how many health scorecards each account has, and 4 of them (the four that have NA CSM Sentiment scores) only return 6 scorecards when they should have 7.  So I'm trying to figure out what to do with this. The scorecard itself seems to be completely unsearchable, so I can't just assign it to some value to instantiate it. I was wondering if there was some way for us to default the value of the card to 0 instead of NA, or if there was some other way that you could think of

250
sai_ram
7 years ago
ziga_kipar
ziga_kiparContributor ⭐️
asked in Customer Success (CS)
Does the NPS text analytics feature only work in English? Is it customizable to search for specific keywords in another language?

Hello Gainsight community, I hope you are all having a great Monday! I just enabled this new feature in Gainsight. As much excitement as this feature has brought, I received a bit of a cold shower once I realized that it might only work in English and be quite limited in terms of customization. Therefore my doubts are the following: Is my supposition correct, is the feature only able to automatically analyze comments written in English? Independently of the answer to my first question I am still curious, is it possible to customize the feature to perform a slightly less intelligent use case for us: I have several lists of keywords (in Portuguese) that make us several "Product categories" relevant to the way we wish to use NPS data in our product design process. For instance: price, marketing, expensive, cheap, pricing plan, affordable, ect. make up the category "Marketing/sales". Would it be possible to customize Gainsight's text analytics tool to search for these keywords

610
ziga_kipar
7 years ago
mike_fuller
mike_fullerContributor ⭐️⭐️
asked in Customer Success (CS)
CTAs assigned to multiple customers

Is it possible to assign CTAs to multiple customers? This is needed to help track and follow up on team assignments or company-wide initiatives.

390
mike_fuller
7 years ago
melissa_terrell
melissa_terrellHelper ⭐️
asked in Customer Success (CS)
Mass edit CTA to move to a different relationship

We have some CTAs that were created at the account level that we need moved to the relationship level.  Is there a way to do this via mass edit or other mechanism that does not involve recreating the CTA? 

510
melissa_terrell
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
CTA Setup for Survey Follow-up

Can I setup "or" filters like this screenshot? My goal is to make the CTA if the customer answers the specified answers for any of the questions. So I put in "or" for the question numbers. Does that work?

300
ben
7 years ago
josh_grigone
josh_grigoneGainsight Employee ⭐️
asked in Customer Success (CS)
Sort by CSM Comments from Customers Tab

I've received word in the Support Realm that users are no longer able to sort by a Comments field following the most recent upgrade. The field is a Long Text Area data type that the user was able to sort by prior to the update even though it appears to be a known SFDC Limitation. Use Case: When figuring out who users have talked to recently (or had not talked to in a while) they were able to sort by this comments field. With this field no longer sortable, they are missing on a function that proved very helpful to their team.  Any other ideas in terms of a way to accomplish this? Thanks!

190
rajdeep_barman
7 years ago
jessica
jessicaContributor ⭐️
asked in Customer Success (CS)
mass delete chatter posts

We had some rules that would post to chatter, but we no longer want that feature so we turned it off. Now we have a lot of posts in chatter that we would like to delete. Is there a way to mass delete these posts?

1320
sai_ram
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Set scorecard based on % of tasks in CTA completed

Is it possible to have a scorecard updated based on the number of tasks in a playbook completed. We are in the process of creating a new scorecard for those who are in onbparding stage and when a CSM is onboarding a new client they get a CTA assigned with 13 tasks. we'd like the scorecard to change to red if only X% of those 13 tasks were completed by Y date. Is that possible?

230
nitisha_rathi
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release Notes for v5.6.8 Available Now

Gainsight released a patch version 5.6.8 on June 13. Please refer to our patch release notes for details.

40
lila_meyer
7 years ago
kevin_ly
kevin_lyHelper ⭐️
asked in Customer Success (CS)
[Feature Request] Easy Sponsor Tracking Change Notification Based on Pending to Tracked

Posting on behalf of customer: Currently there are pre provided rules that would fire a CTA based on Sponsor change Title Company, and Location, depending on choice. However, your not quite able fire a CTA or get a user notification that lets you know if a "Pending" status Sponsor card went to "Tracked". One of the collections have status to go off of regarding Tracked, Pending, etc, but there isn't really a date that is unique to this change to go off of. Yes we do have a notification, more like the card UI showing that, but not through CTAs. This is where it would be nice if the backend tracked changed in Tracking status that has support data to make CTAs, maybe include a field that would say Date Tracked? Or User Notification via email saying these sponsors of these accounts are now tracked? Sure you can move values around, tracking the number of pending and taking the difference, but a ready solution would be nice.

600
rajesh_gande
7 years ago
seth_schroeder
seth_schroederGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Required Steps for Recognizing Surveys as Secure Sites

To ensure survey sites are not blocked by recipient’s security systems, Gainsight Admins need to check the box 'Require Secure Connections (HTTPS)' whenever creating a Salesforce Survey Domain. The published URL for this survey site should include https: rather than http at the beginning of the URL, as well as secure.force.com at the end of the URL instead of force.com. If these changes are not made, many recipients will be unable to view your surveys. For more information regarding setting up a survey domain, see the article https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Setup_Salesforce_Survey_Domain_and_Test_Survey_Setup?mt-draft=true .

120
seth_schroeder
7 years ago
toddcarey
toddcareyContributor ⭐️⭐️
asked in Customer Success (CS)
What is Constant and Show Field in the Load to Features Rule?

I can't seem to find any clear documentation that explains how the Constant and Show Field setting impact a Load to Features rule.  Anyone know or have a URL to share for good documentation?

180
toddcarey
7 years ago

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