Customer Success (CS)

Wednesday, July 26 at 9:00-9:45 AM PT -- Deep Dive on Advanced Outreaches -- Sign up Learn from our Product Manager for Advanced Outreaches and our Gainsight Admin, on how to use Gainsight's best-in-class, email journey-builder. For introductory Adv. Outreach videos and documentation, please refer to: Intro to Adv. Outreach (10 min. video) How to Configure Adv. Outreach (documentation path)

I have just migrated a number of our rules to within rule chains. The image below shows the history of a specific rule within a chain. On the 10th July (before it was added to a Chain) we can see the rule partially failed and I get the detail in the history of the result of each action Today however on the 11th July: the icon in the Rules list view just says Failed the status in the history view says Failed and there is no breakdown within the history section for each of the ActionsI know from my email alerts though that this rule actually Partially failed as it did on previous days. Can the 3 bullets above not reflect as before ? ie showing the breakdown by action and correct message that it was a Partial Fail rather than a complete Fail ? I have the detail in the alert but other than saving all emails the History section is the only place I can go to compare historic runs and any patterns over time ? Thanks Ian

We're launching a quarterly contest starting on July 1 (running through Sept. 30) to award members who participate the most on the Community. The rules are simple and awards are in abundance! Win yourself some Gainsight swag by: Earning the most points each quarter (awarded to top 5 contributors) Being the most helpful Community member: Offer suggestions and solutions to questions and problems from fellow Community posters (1 lucky recipient) Sharing the most popular product idea (submitted between 7/1 - 9/30) (Winner based on the number of “me toos” garnered by their idea post) Earning 1,000 points this quarter Click here for information on how points are awarded. We’ll announce the winners during the first week of October, and the contest will start anew for that quarter. If you’re a lucky winner, we’ll contact you to confirm your mailing address to receive rewards. Please don't hesitate to reach out to me with any questions! Here are some ideas to

I'm needing to access the data from our segment integration with a bionic rule. Does anyone know if this is at all possible? And if so, how to do it? We have all our segment data stored on an MDA object labeled "Segment Day Agg". I can access all of our MDA objects, except the segment and email related objects.

Within the rules engine I created a CTA and was running it in test mode. I noticed in the results that when an existing CTA existed and it was appending the comments in the live CTA event thought I was in test mode. I had to a XXXXXXX to the data to block out names and company information.

Business today want to turn every stone possible to keep their customer happy and satisfied, this is one of the reasons why live chat is becoming more and more important. But! Whenever people search online as to whether they should hire a professional outsourcing company to manage their live chat or not, they are bombarded with rigmarole that leaves them more confusing than ever. In my views, the decision to outsource live chat to your website should be purely strategic and should not be dependent on factors like expenses minimization. It is significant to question yourself: can an outsourcing company provide the level of services you have been looking for or can it match the standard you have set for the chat services. It may be a hard math to gauge the professionalism of the live chat outsourcing company; maybe you are not that much good at providing customers services than your outsource company. So when you are planning to outsource live chat support, make sure to consider all t

Focusing specifically on a renewal forecast dashboard usecase - We've used MDA objects, added all the necessary fields and reported on all the different pieces involved in a renewal but there's the limitation that the team cannot enter their comments/inputs into the dashboard or tag other members of the team. Being able to do this would be so great!! No more Google Docs! Could we add a Comments field from CTAs/an activity timeline field to reports? This field would then be editable and the edits would get saved to a CTA.

What determines if a field is visible in the list while configuring LRM?  I have a customer who couldn't find some fields.  We determined that most of them were FORMULA fields, and that makes sense to me.  However, they also couldn't find OPPORTUNITY RECORD TYPE.   Does anyone have background on what does or does not make a field visible in LRM config?

So, I'm trying to test out configuring different CTA Reasons based on CTA Type, and I'm having a few problems: 1. It seems like I have to re-enter all the reasons in each separate CTA Type that I want it included in. This wouldn't be a big deal if it were one or two, but with 10+, it's very time consuming. I was thinking that if the layout was a little different, and you had a column that showed the Type each reason was assigned to that could be edited, that might make it easier to configure. 2. It appears that in order to limit the list of reasons that show up on a CTA, I have to remove all the ones that I don't want to appear from All, but when I try to delete them, I get a message saying "This CTA Reason is used in CTA__c". Example: I only want certain reasons to be seen on Risk CTAs, so I want to remove them from the All, and add them to the Risk section. (This is based on assuming that these reasons work the same way as All/Risk/Event in playbooks.) How can I remove rea

Greetings from Gainsight Support! In observance of the Fourth of July, we will be operating on a different schedule on the following days:  Monday, July 3: We are lightly staffed and only responding to high/urgent issues Tuesday, July 4:  We are closed During this time, response times for low and normal priority tickets will be delayed. Please note that live chat & phone support will also be closed.

We have Woopra tracking usage data, and are looking for the best way to pull that data into Gainsight for usage & reporting. Woopra has a webhook feature that allows us to run an HTTP POST anytime a user performs a specific action on our platform. https://www.woopra.com/docs/manual/creating-triggers/#Option_3_Webhook_Configuration My question is, what would be the best way to get this data into Gainsight? Should we use webhooks to post to our S3? Should I post to our Matrix Data?

I have seen this come up with a few customers who have requested the ability of wrapped lines on the Relationship name tile.  The amount of space isn't very large, so I can envision this happening with a lot of customers.  What we end up seeing is a partial name with three periods.  Any plans to allow line wrapping of names controlled at the Admin level? 

For information on the 5.7.X patch release, please see our patch release notes.  Please note that because this release introduces a new SFDC field to fix a survey issue, and SFDC does not allow new fields in patch versions, we released it as a major version (5.7). 

As requested by many users, we have now limited the number of runs when the rules are run for a historical period. If you have the rule scheduled to run daily, then you can run it for the historical period of last 200 days. In the case of a weekly schedule, it will be for the last 200 weeks max.This basically helps prevent a huge number of rule runs being triggered by mistake, or when you don't realize how much time it is going to take for all the runs to complete. It puts all of the other rules in queue and delays other rule runs.

I'm trying to create a powerlist which meets the following criteria: Account Name <contains> customer1,customer2,customer3, etc... Gainsight is returning 0 results. Any idea how to use comma separated values? I have about 40 customers in this grouping and need to send out asap. Thank you in advance!

We are currently using a Day Agg function to lookup a value in our portal object on SFDC and match that value to the account name.  Are the lookups involved in this function case sensitive?  I'm finding a lot of the results are being returned as -999 "Account Not Found" even though they do match on everything except for the letter case. 

I have a customer is looking to create a chart which shows CTA and Task information for "Objective/Success Plan" CTA's. In order to pull this information, we have started with the OOB data space around success plans. The issue that we are running into is that some of the objective CTA's dont' have any tasks associated with them. When using the data space, we are going CSTASK > CTA Group > Call to Action > CI > Account.  I understand the limitation which is (if there are 0 tasks for a CTA it doesn't show up on a CSTASK build dataspace) but client would like to see them show up even without tasks. This is the request. Also, aside from building this out in an MDA table... any suggestions on how to accomplish this?

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!

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

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? 

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.

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?

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?

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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