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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
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Add the ability to include a Scorecard Measure's comments in a report

We often have to report to the executive team various measures within the scorecard for our top 100 customers. When reviewing the measure, we can see the score but do not have any context as to what is driving that score which would be included in the comments either by the CSM or by the rule that drove the score. Currently, we need to review each account to determine what is driving that score. 

1128
wayne_baker
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
When I flag a CTA/mark important how can I adjust who will/can be notified about that cta?

When a risk CTA is flagged I need management to get notified that this CTA has been flagged. Is there a way I can change/manage who receives these notifications when they are flagged?

461
wayne_baker
7 years ago
sudarshan_somanathan
sudarshan_somanathanContributor ⭐️
published in Customer Success (CS)
Announcing the Bionic Rules Contest (until March 31)

We're so excited to announce this new feature that we're launching a Bionic Rules Contest! From now until Friday, March 31, we are looking for the most creative use of Bionic Rules in a Gainsight instance. The winner will get one free ticket to Pulse, as well as the opportunity to present their Bionic Rules use case at an upcoming Gainsight webinar! To submit your idea, please send a short description of the use case, logic, and output to csm@gainsight.com with the title "Bionic Rules Contest Submission". We will share the best use cases at the end of the contest. Happy to answer any questions!

431
lila_meyer
7 years ago
dstokowski
dstokowskiGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
No Access to Dashboard Message

Pebble item on messaging in this use case: End User does not have access to a specific dashboard (but used to) Admin removed that dashboard or permission User gets a message and it makes them think they no longer have access to ANY dashboard Recommendation is to modify the message so it is clear that they should pick another dashboard to view (Would expect this scenario would occur based on the fact that we remember the last one they accessed when they go to Gainsight tab)

110
dstokowski
7 years ago
berin_bezmen
berin_bezmenContributor ⭐️
asked in Customer Success (CS)
Is it possible to create a report on a calculated field?

We have a field in the MDA that gets updated everyday with a clients monthly active users number. We have a CTA that gets trigerred when their MAU increase by over 10% month over month. We also want to create a report that shows a list of all our clients that has had a 10% increase in MAU month over month. Is there a way to create a report like this with a calculated field? 

414
berin_bezmen_9a2cd6
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release Notes 5.5.7 - 5.5.9 Available

Gainsight released several patches this past week. For details on what we fixed, please see the patch release notes. 

100
lila_meyer
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Edit Data Type in MDA

What is the process to remove data manually from the MDA from specific fields so that I can update the "Data Type"? I read that one cannot edit Data Type until all the data is removed from that field. https://community.gainsight.com/gainsight/topics/why-cant-i-edit-data-type-in-a-mda-object

291
lakshmi_chaitanya
7 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
VisualForce widget in Salesforce Account is now too tall

With the UI revamp, the Gainsight VisualForce widget for the Salesforce Account page is now to tall. Firstly, I had to make the section in the Page Layout taller, doubling it from 200px to 400px: However, the information in the widget is still being cropped: However, if I make the page section even taller, the Gainsight box does not continue to expand to fill it; I just end up with a bunch of empty space in the section. Even if it [i]did expand, that would probably not be the best approach, since screen real estate on the Account page is at a premium, and I don't want to drop a 1000-pixel app into the middle of it. The content of the VisualForce page would ideally be drastically condensed, removing as much whitespace as possible. Thanks, as always!

15214
lila_meyer
7 years ago
logan_t
logan_tContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Sponsor Tracking URLs With Prefixes Supported

Hey Team! Posting in behalf of a customer that is experiencing some issues with tracking some of their Global Contacts. Right now, Sponsor Tracking does not support tracking contacts that have a URL in their LinkedIn profile! For example: https://cn.linkedin.com/in/Random-example - Will not be tracked in Gainsight's Sponsor Tracking. https://linkedin.com/in/Random-example - Will be tracked! This can definitely be a problem for our customers abroad! Many contacts from areas other than the U.S. will not be trackable in ST, rendering a part of our product unusable for our global customers.  In the past, we've brought up eventually supporting URL's with Prefixes and other characters to be supported directly from Gainsight. Do we have an eventual ETA on when this might be supported? Thanks for the help! -Logan T.

443
einat_pick
7 years ago
manish_m
manish_mContributor ⭐️⭐️
asked in Customer Success (CS)
Want to create a custom field called interaction type in tasks.

We want to start logging calls and meeting as tasks tied to a particular CTA. I wanted to create a task field called interaction type  with the options : email, call, meeting in Tasks.  How can i do this ? The support documentation regarding this topic is extremely vague. 

353
manish_m
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Updating fields in gainsight instead of salesforce

Currently our CSM's are doing a lot of back and forth between Salesforce and Gainsight. We have CTA's running for the CSM's to reach out to a customer to ask for advocacies, etc. But once they receive a response, they have to go back in to Salesforce to log the advocacy. I am wondering if these is anyway to pull these fields in so they can log this in Gainsight and push into Salesforce? This is not logged the same way as a call and adding notes is not enough. 

15612
manu_mittal
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Parent/Child Usage

I just configured our account hierarchy to support our parent/child relationships in Salesforce. I have been referencing this article: https://support.gainsight.com/Product_Documentation/Administration/General_Administration/Configure_... but, it appears to pull in my contacts from my child accounts on the parent account, but our biggest use case for this is for usage to be able to be viewed on the parent account for all the children as well. Is that possible? I don't see anything that supports pulling in this usage on the parent account for all the child accounts as well. 

1625
manu_mittal
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Timeline Activities: syncing multi-select fields

In today's product webinar, Nora at Box asked about, "Can you speak to the field level syncing limitations -- I've noticed that multi-select/dropdown fields are unable to sync. Any idea on when that may become available?"

1024
sandeep_kumar
7 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Relationships: Linked Object section shows up at top of R360 after adding LO to bottom of 360 view

When I drag a new Linked Object section on the 360 View under Relationship Config and then go pull up/reload an R360 with that Relationship Type, the section shows up beneath the Summary section. I have to go move the Linked Object to another section of the 360 View under Relationship Configuration, reload R360, then drag it back to the bottom of 360 View before it will display on R360 at the bottom of the page.

591
azhar_uddin
7 years ago
kiersti_felska
kiersti_felskaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
success snapshot in word format

I need to have an extensive 360 view of a customer and am finding limitations with the current 360 export.  Is there any way to get the Success Snapshot to be compiled in Word and also pull data from any fields within SFDC?  

625
einat_pick
7 years ago
ben_daniels
ben_danielsContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Question on scorecard behavior when two different rules directly affect one measure.

Hi Everyone, We need to setup a new rule where we change our sentiment scorecard to match a manual Red/Yellow/Green field on the account page in Salesforce. So for example, if a CSM changes the RYG field in SFDC to Yellow, we want the sentiment score to match that.  Currently our NPS surveys are directly affecting the sentiment scorecard as well. So for example if a customer submits an NPS survey and gives us a 7 or 8 we set the sentiment scorecard to Yellow (or 0 to 6 we set it to red). How will the scorecards behave if we have these two rules directly affecting one measure? Can we configure one to take precedent over the other? I worry that if a CSM sets an account to RED and then the customer later submits say a 7 NPS survey, it will override that red and change the sentiment to yellow. 

352
ben_daniels
7 years ago
seth_schroeder
seth_schroederGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Feature Overview: NPS Text Analytics

NPS Text Analytics is a new feature introduced in 5.5. Using several analytical techniques, it breaks down and classifies the textual information contained in NPS comments and makes it available for reporting purposes. The data and analysis is captured within the Data Space NPS Text Analytics, which is available on all 5.5 orgs. For more information regarding this feature, please see the documents: How NPS Text Analytics Works (https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/How_NPS_Text...) How to Enable NPS Text Analytics (https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/How_to_Enabl...)

340
seth_schroeder
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Patch Release Notes for 5.5.X Available

For information on recent patch releases to version 5.5, please see our patch release notes: https://support.gainsight.com/Release_Notes/Patch_Release_Notes%3A_Version_5.5.X

392
lila_meyer
7 years ago
heather_landgraf
heather_landgrafContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
For Scorecard UI views - is there a way to move the scorecard elements to another place besides to the far right?

We have added other columns to our various scorecard views on dashboards, but one team would like to have the scorecard elements moved so they are not always all the way to the far right (and usually you have to scroll over to see everything. They would like to move some of the additional information to the right of the scorecard elements, but I cannot see a way to set that as the default. They are moving columns manually each time they review the scorecards.

303
smorrisgainsightcom
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Release Notes access on Gainsight Go

In case you're looking for the release notes category on support.gainsight.com, it looks like it's accidentally hidden at the moment. We're working on correcting the problem.  If you're looking for the latest release notes, they're here: https://support.gainsight.com/Release_Notes/Release_Notes_Version_5.5_February_2017

271
lila_meyer
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Up the limit we can export from report builder

I have a customer that is requesting to up the limit on exports from report builder higher than 18MB. Would it be possible to up this limit?

271
ashok_dugaputi
7 years ago
berin_bezmen
berin_bezmenContributor ⭐️
asked in Customer Success (CS)
Create Report for Specific GS Users

I am creating a report that I'd like only 2 of our GS users to access. I will be adding this report to the dashboard builder. I know I can add specific SF fields that are based on users and then select "Current User" but this report is not built off of which accounts they own. That part is irrelevant. I just want 2 users to access this report on their dashboard. Is this possible? I don't see a field in the report builder where I can do something like "only show to user X and Y" Thanks!

242
berin_bezmen
7 years ago
nancy_bray
nancy_brayContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Ability to modify text in browser version error message in v5.5

In the release notes for v5.5 release in February, 2017, you say that when loading a survey, Gainsight will check browser version and post a message if the browser is out of date.  I love that idea because it will reduce compatibility errors in Survey, but we would like to modify the message that is displayed.  Is that possible?

301
praneet
7 years ago
caiellogainsightcom
caiellogainsightcomGainsight Employee ⭐️
asked in Customer Success (CS)
Gsnap Roadmap Question

Posting this on behalf of Genesys. Do we have any plans on the future roadmap to be able to send Gsnaps based on filters, instead of the current way of having to copy and paste via semicolon only? Additionally, do we have any plans to tie Gsnaps back to the account in Gainsight or SFDC?  

70
caiellogainsightcom
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Account Fields not being pulled into an Opportunity Rule

Previously, I have used an Opportunity rule that pulls fields from the Account and Opportunity to update some Opportunity-level fields. This has worked previously without issue. Since the 5.5 release, I cannot seem to pull any Account fields into the Opportunity rule. They simply do not display data. I can pull the same fields on an Account rule and they show the correct data. I can also recreate the same concept in a Salesforce report and the data displays. Anyone else seeing this issue with Opportunity rules?

323
wayne_baker
7 years ago

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