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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
chris_villaverde
chris_villaverdeContributor ⭐️
asked in Customer Success (CS)
Can Non- administrators add on to accounts after they have been created?

I'm trying to create new CTAs for some of our new accounts. I want to specifically tailor the CTAs for each account. Is there a simple way that non-administrators can add-on to these CTAs when they have been created?

170
sai_ram
7 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Reports 2.0: Top 10 customers whose healthscore has + or - in the last 90 days

I opened up a support case this morning asking if there is a way to create a report(s) that will show me the top 10 customers whose healthscore has increased or decreased the most over the last 90 days? The response that came back was to "create a CTA if health score drops below a certain delta change. We can use overall score in a calculated field for a rule. Then we can just report off those CTA's which would give you the list. Being built off Call to Action, this report will be able to bring in any fields from customer info and account as there is a lookup already established." That doesn't seem like the right way to do what I'm trying to accomplish.   What I want to do is evaluate the average healthscore month to month over the last 90 days to see which customers have experienced the steepest drop or highest increase.

920
lane_h
7 years ago
seth_schroeder
seth_schroederGainsight Employee ⭐️⭐️
published in Customer Success (CS)
New Support Docs: "How to Build a Survey" Path

We've organized our 'how to build a survey' articles into a step-by-step guide for new users to create, send, and analyze surveys. While it's possible to tackle the sub-tasks in a different order, we're presenting them in a recommended sequence. To access the path, click on the link at the bottom of this post and then select the "How to Build a Survey" tab. We are excited to try out this new documentation functionality, and would love to hear your feedback. https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration

470
seth_schroeder
7 years ago
Keith M
Keith MContributor ⭐️⭐️
asked in Customer Success (CS)
Any updates on improved Search?

Wanted to know if there were any updates on an improved search engine for the community?

1870
alexisvos
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Modify the list of items shown in the sidebar of the Cockpit view

Anyone know how to modify the list of items shown in the sidebar from the cockpit view? We have a team piloting Success Plans and would like that at the top, or near the top, of the list. Thanks!

500
tzundelgainsightcom
7 years ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Activity Formatting Errors for Timeline

I've noticed that when syncing posts from Timeline to Salesforce as Activities, the Activity loses all formatting.  I understand that Salesforce does not support rich-text formatting in Activities, but it also removes all spacing. The end result is an Activity with all the notes compressed into a single paragraph, which is difficult for non-Gainsight users to decipher.   Has anyone else experienced this problem? Have you come up with work arounds? Is this a planned feature improvement?

570
elaine_cleary
7 years ago
wayne_baker
wayne_bakerHelper ⭐️
asked in Customer Success (CS)
Solution to not seeing standard MDA Objects (i.e. Scorecard Fact 2.0) in rules engine

Hello everyone, Accessing the scorecard fact table and/or standard objects from the MDA has been a recent pain point for everyone.  Issue: When building a new rule it does not list the standard tables that GS Auto Creates Solution: Select another table from the MDA, add a field, preview the results, and refresh the page. After refreshing you will be able to see the tables. Along with this any other new rule you create you will be able to see the standard auto generated tables. Screen shots below for reference. The MDA object I am trying to see 'Test Scorecard Can you see me Scorecard Fact' Table. Can not see the table in the rules engine when you first/initially create the rule. Select a different table and add a field in the show section. Then preview the rule. It does not matter if it comes back with results or not. This is to get Gainsight to do a save of the rule on the backend. Refresh the page After refreshing you can now see the scorecard fact table. Along with t

310
gayathri_n
7 years ago
alen_horvat
alen_horvatContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Salesforce Sharing Settings & MDA Objects

Great news! Especially interested in Salesforce Sharing Settings. They are working out of the box once enabled however looks like they only work with Salesforce objects, not with the MDA. Can you please confirm if that's the case, current sharing settings are not respected for MDA objects and reports pulling MDA records? Also, is this on your roadmap already and is there any open topic on GS Community regarding this? Looking forward to hear more about this. Note: This conversation was created from a reply on: Gainsight’s October Release is Live!.

430
wayne_baker
7 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Chatter Upload New Version Bug

Within the Chatter section of the C360, after uploading a file, if you select Upload New Version under Actions, you get a white screen. The prevents the user from uploading a new version of the file.

70
kristin_f3c469
7 years ago
joseph_siudzinski
joseph_siudzinskiHelper ⭐️
asked in Customer Success (CS)
Relationship 360 CTA Summary Widget

On the Relationship 360 Summary, the CTA widget seems to only show global CTA types. Ideally this would show any CTA type that you have checked for that relationship type in Federated admin, whether it is global or specific to that type.

270
sai_ram
7 years ago
A
Anonymous
posted in Customer Success (CS)
What's new in the Control Environment? April 2017

Hey everybody, We just released a couple of updates the last week and made some great improvements in the Control Environment. Summary of updates Filter your conversations in the Private Message overview. Navigate to the user profile from Private Messages Search bar is visible by default in the Topic Moderation view. Email link in the User overview can now open an email client or easily copy with the context menu. Details Private Messages As you build more relationships and engage with more community members, there is a need to be able to respond to your private messages efficiently. An improved private messaging experience has been introduced to help find the conversation you need and reply. By giving all the information you need will also help understand the context of the conversation. What's new? Filter your conversations by unread/read messages. Search a conversation by username. An indication if you were the last to reply. Both in the overview and in e

1040
A
7 years ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Create a new CTA or reminder, based upon the time an existing CTA has been in a specific status

We have a status for "Customer Action." I'd like to trigger a CTA to a CSM or CSM manager if the original CTA sits in Customer Action for longer than X days. Is this possible?

300
seth
7 years ago
heather_landgraf
heather_landgrafContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
anyone else having issues with dashboard containers?

I went to modify a dashboard and now I cannot get two across. They keep dropping below no matter the size. I even deleted and added the containers back again with no luck

260
michael_sweeney
7 years ago
A
Anonymous
posted in Customer Success (CS)
How to let you know about new releases and improvements?

Recently we've been making many improvements to our Control Environment. However, we are delivering more often and in smaller iterations. You may encounter a few surprises.

820
A
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release 5.5.13 is Live

Patch release 5.5.13 is live today, and release notes are available. 

310
lila_meyer
7 years ago
laura_webster
laura_websterContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Information in Views and Exports

Generally speaking, I would like to see more options in views and exports. If this is already available and I am not finding it, great! Point me in the right direction.  - any field on the CTA/objective should be available to add to a view or export. I currently cannot add contact name to the view or export.  - If we add a custom field, will it be available in views and exports? - Please let me add more than 2 columns to the view and/or let me remove columns - Would be good to be able to reorder columns. I have added Parent Account name but cannot sort by it or move it.  - With columns not being resizable, I cannot see most of the content in each column.  I have other feature requests around viewing tasks in the cockpit, linking activities to tasks and exporting activities. 

450
manu_mittal
7 years ago
scott_renna
scott_rennaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Power List and Vault Churn Survey

Hello, We are trying to use the Post-Churn Vault survey template from Gainsight. We want to get more info from customers who choose not to renew. While I have customized the questions and everything else in the Survey, I am stuck at how to fuel the sending list using a Power List. I have built the Power List using Status as Closed Lost and the logic is sound on that front, but I can't seem to find the section in the Add Participants to load and drive based off of that. Has anyone used a Power List to send a survey out?

370
dstokowski
7 years ago
matt_machczynski
matt_machczynskiContributor ⭐️⭐️
asked in Customer Success (CS)
Why are newlines from "Long Text Area" stripped in reports?

Pretend we have a field "Alpha" that hangs off of account.  It's a long text area.  For an account, we may populate it with: "Here's some things happening: 1) Alpha 2) Bravo 3) Charlie That's the status" (or what not).  If i expose that as an attribute the formatting is kept properly (in CS360); however, in reports, the newlines would become something more akin to: "Here's some things happening: 1) Alpha 2) Bravo 3) Charlie That's the status" Obviously for lists of things we'd put in the text field this is sub optimal.  It becomes worse when said report is a part of the CS360 (related list).  I don't see a technical reason for this to not be possible (I can see stripping markup, etc. potentially)

130
matt_machczynski
7 years ago
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,

410
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.

410
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.

350
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

530
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? 

370
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?

620
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.  

1630
brian_adkins
7 years ago

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