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Customer Success (CS)

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  • 4,921 Topics
  • 15,554 Replies
4921 Topics
gurukiran
gurukiranContributor ⭐️⭐️
asked in Customer Success (CS)
CSM Utilization

I am trying to calculate the CSM utilization based on the Account segment, CTAs and Milestones achieved. Here are some of the createrias that can I think can affect / add to the CSM utilization: 1) Based on the segmentation each CSM account gets a specific score (High Touch or Standard Touch or Premium+ or Premium). 2) Milestones achieved in an account. 3) Current CTAs in the cockpit (each type of CTA can be associated with different score) Anaverage of all these score should gives us a view into the CSMs utilization. I wanted to know if this something that can be achieved through Reports2.0. If this is not avaliable today, can this be considered as an enhancement? Regards,

414
gurukiran
7 years ago
N
nate_newbykewContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Update multiple scorecards from single rule

Should we be updating multiple account scorecards from a single bionic rule (or a custom rule, but I'm trying this out with bionic)? While it should work, I'm not clear on whether this is best practice given error messages/failures could potentially impact all scorecards instead of individually.

414
wayne_baker
7 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Unable to use "Calculated Fields" as a token when updating Scorecard 2.0

I am in the progress of moving some rules over to Scorecards 2.0 and came across an issue with tokens. When the action is for "Set Score", I am able to include a comment with a token from a calculated field: However, when I try to do the same thing for the action "Set Score 2.0", it isn't available: Is this a bug? If so, when may this be fixed as it is a barrier to fully moving over to Scorecards 2.0.

351
abhishek_sivaraman
7 years ago
kraig
kraigContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
NameDrop - how do we build something very similar?

I watched a webinar last week about NameDrop, a great concept for improving the referrals / references process.  It was mentioned by the presenter that you would be publishing more details on how it was built (how the rules are structured, logic, etc.).  Is that information available, and if so where can I find it? Thanks, Kraig

534
kraig
7 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
What is the default timeframe for look at closed CTA's within a customers C360?

When viewing the cockpit within a customers C360, how far back can you see closed CTA's? Is this adjustable? 

374
samantha_braastad
7 years ago
ankit_jain
ankit_jainHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How would you do A/B testing for your email templates?

How would you do A/B testing for your email templates?

612
ankit_jain
7 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Does anyone use Gainsight and Pardot?

Our company recently purchased Pardot and I was wondering if anyone uses it in combination with Gainsight.  Ideally we would like to be able to fire CTAs based on logic in Pardot once we get up and running but I do not know if it is possible especially if the end user might not have a Pardot license.  

1616
brian_adkins
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
UI View used to be full page now its cut in half

My UI view used to span down to the bottom of the page. I made some new changes to some fields and now it has become really small for the whole team and you have to scroll within this really small window of information.

160
ky_powell
7 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Email Log Date Field Confusion

What's the difference between the "Triggered On" and "Triggered Date" fields in Gainsight's Email Logs? I'm trying to limit a follow-up outreach's power list to only include email log records that were from emails sent exactly 14 days ago, and then I'll schedule the outreach to run daily. Thanx!

414
ankit_jain
7 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Is it possible to disable the Timeline feature?

In the 5.4 release, it appears the Timeline beta is now available. Is it possible to disable this so that end users will not see this and attempt to use it until we are ready to make it available to end users?

386
sandeep_kumar
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release 5.5.10 is Live & Release Notes Available

Patch release 5.5.10 is live today, and release notes are available.  Please note, this patch contains an important change to the Rules Engine: Custom Rules that hit the maximum record limit will fail. The limit is capped at 300k records per rule run. Prior to patch V5.5.10, the rule succeeded even if there were more records in the source, but it only picked up the first 200k records. Gainsight recommends the Rules Admin to follow the steps listed below: Review your existing rules to determine if they will fail in the near future - check the execution history to see the no. of records processed. If it is close to 300k, and it continues to grow, then there is a good chance it will eventually hit the limit and fail. Create a Bionic Rule and retire the Custom Rule. Read more about Bionic Rules. If your rule was hitting the limit, then immediately after the increase in limits, you can expect a change of behavior. For example, you'll see a larger than usual # CTA'

60
lila_meyer
7 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
After enabling Scorecard 2.0, what score would be reflected within the "Current Score" field of the

We have moved to Scorecards 2.0 while still having the Account Scorecards operate until fully set-up. When building reports on the Customer Info object, is the 'Current Score' based off of Scorecards 2.0 once enabled? Or does it continue to use Account Scorecards? 

281
abhishek_sivaraman
7 years ago
anirudh_allika
anirudh_allikaContributor ⭐️⭐️
posted in Customer Success (CS)
Reporting Dynamic search feature

It's so easy and cool now to search for data with this feature, earlier we were changing filters every time we were not getting desired results

160
anirudh_allika
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
data points not showing when negative values

Not sure if this is supposed to behave this way, but when showing data points on my report, it only appears for the positive values, but not the negatives. Is there a way to fix this or is this how its supposed to be?

313
sai_sudha_sarva
7 years ago
christophrooms
christophroomsinSided Product Team
posted in Customer Success (CS)
Want to know what we are working on ? Check out our roadmap !

We are constantly adding new exciting features to our platform. Every time we release something new, we post about it on the inSpired community to share our excitement and get valuable feedback from you. To provide more transparency on what is coming, we have a customer facing roadmap. The roadmap shows what we are working on at the moment and what is planned for the near future. The roadmap also provides an overview on what has been released the past few months. For each feature, a block is available on the timeline. The roadmap is interactive; when clicking on a feature, you get access to a short description and if available, a link to a website that provides more information. We update the roadmap on a monthly base. You can find an up to date version here : http://bit.ly/inSidedRoadmap Let me now if you like it, or if there is something you would change about the way we represent the roadmap.

2630
christophrooms
7 years ago
OVOdarran
OVOdarranHelper ⭐️
posted in Customer Success (CS)
The OVO Forum is live!

Hi everyone Just wanted to share that the OVO Forum is now live: https://forum.ovoenergy.com/ We are in week 4 of our activation plan and have just hit 100 users. We've seen a big increase this week in questions being asked by users which is a very encouraging sign. We are now busy working on plans to launch this out to our entire customer base, which is exciting but also a little scary!! We have uploaded lots of content, but are seeing some really great engagement from our user base. We now have to focus on building our potential super users and getting more traffic to the forum which is all in progress. I will keep you all posted on progress!! Darran

1825
Marine
7 years ago
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. 

1138
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. 

110
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

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