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Customer Success (CS)

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

  • 4,921 Topics
  • 15,554 Replies
4921 Topics
lokeshraovn
lokeshraovnHelper ⭐️
asked in Customer Success (CS)
Quarter to Quarter Overall Health score report with delta values

Hi Folks, I'm trying to build a Overall health score reports fr my CSM's - My requirement is as follows Build a Average of Overall health score report for CSM's Quarter over Quarter Get the delta of the Average health score between the quater and have this delta value on the report EG - Consider i have a CSM Q42016 - Overall health score - 78.09 Q10217 - Overall health score - 79.06 Delta - 79.06 - 78.09 = 0.97 I have been able to plot the Quarterly Overall health report for CSM, however i'm stuck at getting the delta values I'm very new to Gainsight - Any help on this will be much appreciated. Thanks! ~Lokesh

453
lokeshraovn
7 years ago
jake_smith
jake_smithContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How can we utilize success plans to trigger a playbook?

We are currently going through the process of creating success plans for new CS owned customers. Our CSM's would like for some of the objectives in success plans to trigger a playbook that feeds them appropriate tasks. Is the only way to do this through a cockpit CTA? That seems redundant that we'd have to go in two separate areas to solve a long term objective that could be aided by a playbook.

844
dan_ahrens
7 years ago
k_marie_b
k_marie_bContributor ⭐️
asked in Customer Success (CS)
Load Survey look up field of participant object doesn't have any fields to be selected from the drop

Load Survey look up field of participant object doesn't have any fields to be selected from the drop

80
k_marie_b
7 years ago
lokeshraovn
lokeshraovnHelper ⭐️
asked in Customer Success (CS)
welcome email to on-boarding CSM

As a Gainsight admin i work on on-boarding new users on Gainsight - We have new CSM's and managers who on-board to use gainsight. Once we have done the required Permission assignments, we manually send an email to CSM's or Managers notifying that they can now access Gainsight I'm looking for an option to automate this, have a predefined template and send a notification from Gainsight by using Gainsight email capabilities Has anyone done this before or any ideas here will be helpfull

1392
dan_ahrens
7 years ago
melissa_allen
melissa_allenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Duplicate Opportunities, trying to get the date with the max value

I've created a rule where i want to find the max value in an opportunity and use the date on that opportunity to update the Customer object Renewal date. However, on some accounts there are two opportunities that fit my filter criteria. I'm putting in the Showing Area - the Max value for the Opportunity and the Close Date. However, when i pull in the close date, it always uses the most recent close date when i go to assign the customer info objects vs. using the close date on the opportunity with the Max value. How can i get the Close date from the opportunity that has the max value if there is more than 1 opportunity that pulls in for my criteria?

9711
melissa_allen
7 years ago
marie
marieGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Users of Recurly

Anyone a current user of Recurly? Looking for joint customers for a potential integration. Thanks!

431
ian_turner
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Creating reports on playbook tasks

Is there a way to report on specific tasks within a playbook. I have an onboarding playbook that contains a task for a QBR. I am trying to create a report to see all upcoming QBR's but I don't see anyway of reporting on a task, only a playbook. 

2352
ky_powell
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Change stage via the Rules Engine

How can I change a customer stage via the rules engine? Basically I would like the stage of a customer to change to "Risk" in Gainsight when the renewal opportunity in Salesforce is changed to risk. Thanks!

532
berin_bezmen_9a2cd6
7 years ago
greg_boyd
greg_boydContributor ⭐️
asked in Customer Success (CS)
Renewal Management - SFDC Opportunities Integrated into 360 View

We are managing our Renewals by creating 'Opportunities' in SFDC - need a way for my CSMs to see and track those renewal opportunities in their 360 view. ANy way to do this?

291
kristin_f3c469
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Making a graph with two "by" fields

Is it possible to make a graph when there are two "by" fields? I am organizing a metric by CSM name, but I also need to show the same stats for CEM name but trying not to make two graphs for this. I'd like to show CSM and CEM on the whole graph. Is this possible?

13320
dan_ahrens
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
published in Customer Success (CS)
[IMPORTANT] BUG IDENTIFIED IN 5.5 RELEASE

We have identified an issue within our 5.5 release in which our "Auto Sync To Salesforce". Please reach out to support@gainsight.com with any additional questions you have about this issue.  Expected behaviour : When "Auto Sync Tasks to SFDC" is enabled (from Admin > Calls to Action) creating a CTA with a playbook should create tasks in CSTask object and also create a task in the Salesforce Task object as well.  Issue : Due to an issue in V5.5, when we create CTA with playbook, CTA, CS tasks are created but Tasks in SFDC are not created.  Business Impact: Currently rules that are configured this way are not syncing the tasks back to Salesforce.com as they should. The CTA's are being created, the "Gainsight" tasks are being created, the SFDC tasks are not. Fix:  Disable sync option from Administration -> Auto Sync Tasks to SFDC: Enable Sync from Cockpit -> Playbook tab Select Playbooks that will be used and click on Sync "On" &nb

222
jessica_weiss
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Problem with Access to Zendesk Tickets from Gainsight Go

We're experiencing some problems with our Zendesk Submit Ticket and Sign In from Gainsight Go. In the meantime, please use the support chat option, or email support@gainsight.com. I'll provide an update here once the problem is resolved. Also, because we moved all of our support articles to a new platform, all of the article URLs changed. If you click an old article URL (from an email or your bookmarks), it will take you to the new site, and it will present some related search results. If the topic is very common, the correct article may not be in the top results. If you search for our content on Google, it's also temporarily displaying old URLs and will redirect you to the new home page. We recommend searching directly on support.gainsight.com.  We apologize for the inconvenience while we work through these migration issues.

354
lila_meyer
7 years ago
tim_23349f
tim_23349fContributor ⭐️⭐️
asked in Customer Success (CS)
Report on historic scorecard data

I'm looking to generate a report based on customer scorecard data, however I want it to be based on a historical snapshot rather than the most recent data. I see historic data for accounts in the customer 360, but when trying to access it by looking at the "Scorecard History" in reports, it always comes back with "No data found" regardless of my search parameters. What am I doing wrong?

404
dstokowski
7 years ago
kiersti_felska
kiersti_felskaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gainsight Default Permission sets

I do not believe our permissions sets in our instance are setup correctly for Gainsight access and looking for a matrix that lists what is contained in each of the permission sets so we can verify things are correct.  where may i find this type of matrix? here is the article that refers to the default permission sets i have found, but not finding where the details of exactly what i sin these permission sets: https://support.gainsight.com/Product_Documentation/Administration/Setting_up_Gainsight_for_Salesfor...

9813
ben
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Edit C360 Summary

I'm unable to edit the Summary page on my Customer360. Has this also been affected by the release? When I go to the configure section I am presented with a blank screen. Note: This conversation was created from a reply on: Problem with Access to Zendesk Tickets from Gainsight Go.

351
sidhu
7 years ago
rich_vickers_d1b27b
rich_vickers_d1b27bContributor ⭐️⭐️
asked in Customer Success (CS)
Email variants & Surveys

I was excited about the E-Mail variants but there's an issue with them as they've been implemented. I'll use our support surveys as an example. We have 3 products that each have: Their own survey (for reporting reasons) An English E-Mail template An English Reminder E-Mail A French E-Mail A French Reminder So for a single survey type we have 3 x Surveys + 12 x E-Mail templates. Being able to group them all into a single template with variants would be great except for a limitation that all the variants have to share the same Survey link.  Ok, I can now get 12 down to 3 (big improvement) and I can clone the stack to minimize the amount of re-work, but it seems like an unnecessary limitation. Note: This conversation was created from a reply on: February Release is Coming Soon!.

402
karl_rumelhart
7 years ago
noha_khan
noha_khanHelper ⭐️
asked in Customer Success (CS)
Please add "Select All" checkbox to reporting for moving reports to folders

Its kind of difficult to move more than 50 reports manually since we've got to tick each report we'd like to move to a folder. For example - I'd like to move over 149 reports to a folder here. Selecting each one separately is pretty troublesome. 

373
gaurav_kotak
7 years ago
melissa_ranney
melissa_ranneyHelper ⭐️
asked in Customer Success (CS)
Sending more than 1 e-mail to the same e-mail address in a single outreach

Hello! In my specific scenario, I am building Power Lists based off of Implementation Projects that have a status of 'On Hold'. It's quite common for the same e-mail address to be listed on multiple Implementation Projects under the same Account (ie. they are setup with multiple trading partners under the same account). Currently, when I select the following option (we only want them to receive the outreach once for any given Implementation Project), it will only send once and skip any additional Implementation Projects that the e-mail address may be listed on: I'm wondering if there is a way to still only send 1 e-mail per Implementation Project, however, also ensure that a single e-mail address will receive more than one e-mail if they are listed on multiple Implementation Projects that fall within the same Power List. I hope this makes sense. Let me know if I can help provide any further information! Thanks, Melissa

292
dan_ahrens
7 years ago
logan_t
logan_tContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Data Anomalies Subscription URL for "My Domain" Users!

Hey Team, When customers enable the "My Domain" feature in Salesforce, they change the URL throughout their instance to something a bit more customized. However, when they subscribe to Data Anomalies notifications, they are sent a standardized URL that no longer directs them to the Data Anomalies tab! While this is a small issue, it is definitely an inconvenience. If we could allow the customers to either adjust their URL once to reflect these changes, or ensure Gainsight took notice of the new URLs and sent the updated version. Thanks for the support! -Logan

140
logan_t
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Problem with Support Ticket Form & Login

We migrated our support documentation to a new platform this afternoon, and currently the Submit Ticket and Sign In buttons are not working on https://support.gainsight.com. To contact Gainsight support in the meantime, please email support@gainsight.com. During business hours, you can also use the support chat option on Gainsight Go.  I'll post an update when the links are working again. Thank you for your patience.

355
lila_meyer
7 years ago
jessica
jessicaContributor ⭐️
asked in Customer Success (CS)
Creating CTA's to help with Gainsight adoption

I want to create a rule to help my CSM's adopt Gainsight by doing a next steps audit. I want to be able to track whether or not the CSM's created a new CTA after closing out a next steps CTA.  What I would like is a rule that runs at the end of every week and filters all closed success next steps for that week and then triggers a CTA telling me if any new CTA's were created after those were closed.  If anyone has any advice for helping me build this rule that would be great.  Thanks!

392
dan_ahrens
7 years ago
anirudh_allika
anirudh_allikaContributor ⭐️⭐️
asked in Customer Success (CS)
Sorting & Field display while creating calculated fields via Data management

While creating calculated fields in MDA object. Complete field names are not displayed we need to hover on the field to know the value. The fields are also not displayed in a sorted order. If i have many number fields then creating a calculated field becomes a time taking task

342
lakshmi_chaitanya
7 years ago
brian_994811
brian_994811Contributor ⭐️⭐️
asked in Customer Success (CS)
How to report on CTA's opened vs CTA's closed

I need a single bar graph with 2 side-by-side measures, grouped by CSM. The 2 measures are Count of CTA's opened, and Count of CTA's closed, within a time period. I can figure out no way to do this other than creating a whole other "snapshot" table, with fields for "Total Opened" and "Total Closed". This would need triggers to keep it maintained in real-time. Those triggers alone would be a ton of work to implement, and I want to avoid that if possible. Another option was to create a granular table with a separate record for each CTA Open and CTA closed event. This would be slightly easier to set up, but then I could only build the graph as a stacked bar graph, not a grouped side-by-side bar graph. I can't be the first person to ever conceive of this report, and I figured there would have been some way to do it.

17611
smorrisgainsightcom
7 years ago
john_gallinagh
john_gallinaghContributor ⭐️⭐️
asked in Customer Success (CS)
Milestone on Task Completion

So I'm looking to drop a milestone when a task in a CTA has been completed.  Based on what I've read here in the community the suggestion is to use the CSTask object.  The CSTask object has the fields on info I need to execute the rule, however the Load to Milestone option is not available in the list of possible actions.  Is this typical?  Also are there any workarounds if that's the case?

391
anton_vinny
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Customization of CTAs

Other than the few "snags" I've hit, I just want to say how much I am loving the ability to customize reasons and statuses per CTA Type. The flexibility this is going to give in a lot of processes is really going to have a big impact on not just our CSMs, but our CEMs and our overall Product Teams. Happy to share some of the use cases I've already identified if it will help anyone else visualize how they can use.

222
heather_hansen
7 years ago

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