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Customer Success (CS)

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

  • 4,906 Topics
  • 15,508 Replies
4906 Topics
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
martha_stuart
martha_stuartContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Console Refresh tabs does not work in Gainsight

In the console view the option to "refresh all primary tabs" does not work while in Gainsight. It would be great if this standard Salesforce functionality worked inside Gainsight.

60
martha_stuart
7 years ago
mandy_major
mandy_majorGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Important Update on Support Hours

We are having an all US Employee team meeting Feb 14-15, so some Support responses to tickets may be delayed.  To focus on team building, we will have a lighter staff these days, and will not be offering live chat during this time.  We will only be focusing on high/urgent tickets during these days. If you do have a high/urgent issue, please make sure the ticket is categorized as that, so that our agents can prioritize these tickets and work them first.  To check the status of tickets, you can login to the Support portal and check/update the status of your tickets there.   Thanks in advance for your patience while we do some fun team building with our coworkers!

130
mandy_major
7 years ago
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Customer Success (CS)
Order Activities appear on Timeline

As of now Activities appear on Timeline in order they were created. Do we see anything in the future where you can filter by date?

646
georges_arnaout
7 years ago
esther_friend
esther_friendContributor ⭐️
asked in Customer Success (CS)
Lightning readiness/compatibility status

Current status of readiness for Lightning UI - can you please provide an update regarding the status of Gainsight's compatibility with the Lightning UI?  Based on another article I saw that "Fall 2016" was the timeline but it appeared that there was some contradictory information in the post.  We are in the process of migrating to Lightning and need to understand whether this will negatively impact our use of Gainsight - we do not want to recommend that our reps flip back and forth to classic as that is too disruptive to their workflow and adoption of the solution.

221
manu_mittal
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Important Notice Regarding SFDC Platform Encryption

We wanted to make you aware of a security setting that is available in your org that can cause problems with Gainsight if enabled.  This feature is called "Platform Encryption", and we are currently not compatible with this feature, but our Engineering team is hard at work to get our code compatible.  Until Gainsight becomes compatible, we are asking customers to NOT enable this setting. Details: With this feature enabled, the encrypted fields cannot be used in the following SOQL and SOSL clauses and functions:   Aggregate functions such as MAX(), MIN(), and COUNT_DISTINCT() WHERE clause GROUP BY clause ORDER BY clause. Some of our test classes use these fields in "Where" clauses and also reports could be configured using this clause and functions.  As a result Gainsight pages will fail to load, and you will not be able to access Gainsight with this feature enabled.  You can learn more about this SFDC setting here.  We will continue to update this

252
lila_meyer
7 years ago
easton_taylor
easton_taylorGainsight Employee ⭐️
asked in Customer Success (CS)
Gainsight Widget for SFDC Project Object

I'm working with a customer who is looking to expand their use of the Gainsight Widget to their Implementation / On-boarding team. That team currently does not work out of the Account or Case object within SFDC. Is it possible to display the widget within the Project Object? If not, do we have any plans on making it available in the future?  Thanks in advance!

355
abhishek_sivaraman
7 years ago
kavita
kavitaContributor ⭐️
asked in Customer Success (CS)
What does Load to Customers or Load to Usage mean?

What does Load to Customers or Load to Usage mean?

371
darkknight
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Filter Request For Report Bulider

Team, I have a customer that would like to request the ability to create a filter like this in report builder. I've asked the customer to comment more information below. I will let the client elaborate a bit more into the thread.  Is there a way to filter to Opportunities Created by "Account Owner" when the current user is the manager of the CSMs? Basically, sort created by = account owner when account owner != current user. 

110
steve_davis
7 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA COmments

In several rules I am posting to the Comments when a CTA is created. When the CTA is viewed from the Cockpit, the text is truncated, however when it is viewed from the Cockpit on the C360, the full comment is there. Furthermore, if I type in the Comment field from the C360, and then refresh the CTA on the Cockpit tab, the text appears Comments on CTA Action: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =${Envelope Actual of Expected Percent}  Result when viewed on the Cockpit Tab: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and Result when viewed on the C360 Cockpit: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =0.43033

431
nitisha_rathi
7 years ago
holly_watson
holly_watsonContributor ⭐️⭐️
asked in Customer Success (CS)
Open Survey

When creating a survey, do I have to assign a distribution list or can the survey be "open" so that anyone that is sent the survey can respond. I'm used to sending NPS survey's via GS and know that a unique survey URL is created for each recipient. For my current use case, I'd need the survey to be open - different from anonymous, as I'd like to collect the recipient's name, email, account, etc. Thoughts?

261
dan_ahrens
7 years ago
kathleen
kathleenContributor ⭐️
asked in Customer Success (CS)
Getting error when trying to export success snapshot that no success snapshots exist when they do

When trying to export a Success Snapshot I get the following error (attached) but when I check in the Admin Console I see the Success Snapshot created.  Can you pls help? Here's what I see in our Admin console: I feel like this happens sporadically and I don't know how we can get it to work consistently... Thanks in advance for any help...

190
kathleen
7 years ago
angela_shin
angela_shinContributor ⭐️⭐️
asked in Customer Success (CS)
Deleting Reason Codes in CTAs

We are unable to delete Reason Codes with CTAs and have deleted related Playbooks. Is there anything else that would limit us from deleting the outdated Reason Codes?

283
shalini_ranga
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release Notes for 5.4.10

Today a patch release was pushed to your org, if you are opted-in to automatic upgrades. Details can be found in the patch release notes.

200
lila_meyer
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Format for maintaining/documenting your org's Rules outside of Gainsight

Do any of you Admins document your rules outside of the Gainsight system? If so, do you have a sample document you'd be willing to share? It'd be helpful in terms of recommending possible enhancements to the rules engine, but also as a template for Admins who want to prepare for transitioning the Admin responsibilities to someone else at some point. Thanks in advance!

737
allie_gold
7 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
asked in Customer Success (CS)
Adding custom activity types to Timeline

The addition of Timeline in the November 2016 Gainsight release has been great. I've been finding new ways to use it and the same is happening with Gainsight customers that I work with.  One question that came up is related to the types of activities. Right now the addition of new activity types is not supported, but is this in consideration for a near term update? An example of a new activity type could be a product demo, which would benefit from different required fields as well as filtering.  Could this be considered for addition to the Timeline feature? Thanks!

534
tom_wix
7 years ago

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