Customer Success (CS)

I recently attended GS Admin Training in person. While We were creating a usage report on the C360, I stubbled across the fact that multiple reports could be grouped together to allow the end user to toggle between like reports without having to do a bunch of scrolling. I was able to do this just by dropping a second report on top of the other and they stacked to be able to toggle between the two. I was wondering if this is functionality I can also use on the Global Dashboards for similar reports.   

The current CS/CC integration only works if there is a contact record in CS that matches the contact record in CC (matched based on email address). We do not store all of our user contacts in Gainsight CS, which makes it difficult to get value from the integration. Some ideas that may help us get value from this are:Auto-generate contacts from CC in CS Associated contacts to Companies in CS based on the email address domainAND/ORAuto-generate ‘Community Contacts’ as a new object in CS that can be used for custom reporting in Gainsight. Given the flexibility of Gainsight, this would allow us to build custom reports and/or associate contact to accounts with our own custom criteria using rules engine. It would also avoid any issues with contact management, since they will be stored in a separate object. This would help reduce our reliance on Data Intelligence and Engineering teams to build our data/reporting infrastructure. It would also allow us to incorporate community engagement and ad

There’s a “Pages” feature in Gainsight, but it’s very unclear how this is actually used. It appears to be a simple HTML editor to generate a custom branded page, but I don’t think these pages are actually usable anywhere in the system.For example:Surveys. Survey design is configured in Surveys build feature itself, where you design your header/footers for the survey page and the optional thank you page. There is no reference to already built “Pages” from the “Pages” feature Opt-out pages. Opt out design is done in the “Opt-out configuration” section of Gainsight. Although, the functionality is very limited here as I cannot add a header or footer to this page. When I am choosing an opt out “page” for a non-operational email, I’m shown the pages I’ve created in “Opt-out configuration”...nothing to do with the “Pages” featureSupport documentation here suggests that Pages are for survey sites, but that’s not the case as I mentioned in bullet point 1.So….what’s the point of “Pages”? Is it j

Good morning - I’m trying to build a datediff formula in a calculated field that would find the difference between a start and end date, but if the end date was blank it would use today.  Is that possible without leveraging the rules engine?

We trigger a survey to be sent to attendees after a certain activity is logged. We would like to associate the survey responses to the activity that triggered it for reporting purposes. Is there any way to do this? 

Thanks to everyone who joined the “Day-In-The-Life” as a Leader Of Customer Success at Gainsight session, seeing how one of Gainsight's Customer Success Leaders uses the platform to keep their team on track.  Key Takeaways: Having a dashboard that can be filtered up and down - from an individual contributor or CSM - all the way up to the CEO - to really understand your business Using filters allows you to use this dashboard to run successful 1:1s with a CSM or your own leader, Make sure your customers validate the value they’re gaining from your business by showcasing a “Verified Outcome” - also helping coach your client on the value that they’re getting, so they can share with others on your behalf! See how a process for Risks - especially escalated risks - can help mitigate potential churns, prioritizing those that are most important to the top! Stay engaged with multiple personas through robust workflows and tracking to ensure that your CSMs are meeting with the right people at the

We have emails which we would like to log to two different companies, the European company, and the Far East company. Is there a way we can do this?

I’m designing a new survey and require the exact banner specs to tailor the header/logo to my liking.Unfortunately, adjusting the height of the banner is forcing the image to stretch or be cut off. Is there a way to provide the exact dimensions of the banner so we can design accordingly?

I am Shambhawi, currently working as the product manager for the X-org team.Our current focus is to solve the existing pain points for the X-org tool and make the user experience better.If someone is interested in sharing the pain points related to X-org please feel free to comment here.Things that we are looking for :1. What has been your biggest concern while using X-org tool2. What would you want to change about the tool(x-org 2.0)3. Any feature request for the X-org toolThank you in advance,Shambhawi

Hi Team,In Gainsight email assist we will choose the email template from the given folders and we have option to opt the include empty folders, this feature is not available in cockpit email assist where the CSM will be getting the options to choose the templates from empty folders which is not necessary this can be avoided by including the include empty folders option same like gainsight assist.  

I’m still seeing a lot of bugs in the New email template builder here are a few I’ve run into today. The font size will change in the template if I hit a return or if I try and apply any other formatting.  Issues getting the font to change to the size I’m selecting on the text. I will highlight all the text and then click the new font size and nothing happens.  Email preview is showing different than the actual email test being sent. ​​​​​​Let me know if I can provide any other information. 

From Customer:  Currently when we share a report and select “Excel” it comes over as an xlsx format which is great.The issue is, the data in the file is very flat, much like a csv file.Is it possible to have the excel version of shared reports formatted so it doesn’t look so flat and crammed when a user opens it?

Are you looking to enhance your customer success strategies? Join us for an insightful webinar on June 18th at 8am PST where we'll dive into using support ticket data in Gainsight CS to maximize your customer success goals.🎯 What You'll Learn:How to integrate support ticket data into Gainsight CS Analyzing support tickets to uncover actionable insights Best practices for using these insights to drive customer success👩‍💻 Who Should Attend:Customer Success Managers & Leaders Support Team Leads Data Analysts Anyone interested in improving customer satisfaction and retentionDon't miss this opportunity to transform your support ticket data into a powerful tool for customer success. Register now and take the first step towards a more proactive and data-driven approach to customer satisfaction!🔗 Register Here We look forward to seeing you there!**If you're unable to attend, registering ensures that you'll receive a copy of the recording to watch at your convenience.

Hi, We are new to Gainsight and are implementing the Essentials Plus package.  We currently are deriving our churn prediction score through data stored in our data warehouse.  As we implement the Essentials plus package, should we be looking to add the raw data into the platform and allow the platform to use predictive analytics to derive the churn prediction, or should we add in our current churn prediction score that is being derived in the warehouse using ML?  What is the best practice?  Or is there a hybrid approach putting in the current prediction score?Thanks in advance.

I do not know when or understand why this change was made. Best guess someone was able to find was 5 months ago. Prior to this change in order to make records on a Low Volume object editable on a 360 you had to add the GSID of that Low Volume Object to a report. This gave the popup edit icon that allowed you to have end users edit records. Now, after some change, probably horizon change, the edit icon is always there. We have no control on if records should be edited or not. In this sreenshot you can see no GSID In this screenshot you can see the edit icons are there.  Do I understand why this was probably changed? Yes, obviously it makes reports look ugly/extra effort just to add the GSID to make something editable. However, by you guys no longer making the GSID a requirement and allowing every Low Volume Object report to have the edit buttons you have removed capabilities we had before this change. We as admins no longer have the ability to remove the end users ability to editing Low

The 6.41 NXT Patch Release v6.41.2 is now live!This patch release notes contains information on the latest announcement in the Renewal Center and Customer Success Qualified Leads : Changes to Field Sorting and Filtering.Thank You, FYI @sshroff   @neelam_mukherjee @Ritika Jindal @MayurGhiya @Adrian Raposo 

We’ve launched an Executive Sponsor program where many of our Exec leaders are assigned to accounts and we have a programmatic approach outlined. I’m seeking best practices on how best to manage and report on this program. I’d like to hear from others. Are you tracking this via a CTA? Somewhere else? What have you learned as you launched a similar program. Are you tracking any of these? Other metrics?Do we have the right exec contact at the customer? Has our internal exec sponsor made contact? Are both attending EBR? What impact is this engagement having on renewals, upsells, advocacy?

For companies using both Gainsight Journey Orchestrator and Marketo, can you explain when you use each platform and why?  I’m unfamiliar with the limitations of each that may drive the decision to use one or the other.  Since Gainsight uses Marketo themselves, I’m assuming there is value in using both. 

I wanted to know if there was a way to see upcoming scheduled calls for a customer (company)? We could have up to 3 CSMs servicing one client so wanted to have visibility into scheduled calls that other CSMs were having for reference or to ensure that we are not all calling the client at once. 

Right now, mapped email fields can’t be null and fail the entire participant. I was working with a customer with a use case where they wanted to cc an email that would sometimes be null. I think its a good idea to fail participants if there is a null mapped email especially if its for the sender or recipient but the above is one edge case where I could see an enhancement for this scenario. 

Hey folks, Our org has a policy where employees can’t sign into apps containing a source of company information (think outlook, slack, etc) on personal devices unless it’s part of a company managed profile (SSO just doesn’t let them sign into the app). Does anyone know if it’s possible to configure this for Gainsight too? I’m not familiar with MDMs to know if that’s something managed directly there, or, if it’s set up per application (the GS support docs on the app don’t mention anything).

We would like to bring Scorecard measure data into S3 using our Gainsight Horizon Rules but, I am not finding any clear documentation on the steps to do this with Horizon Rules.

At the moment, manual milestone activities wont show color in the Customer journey widget. Can we consider this going forward?

Hey community! The new Gainsight CS Packaging Overview article is now live. 🚀 This article covers all that is included in the Essentials and Enterprise Customer Success packages. Not only this, but both packages are now also loaded with powerful Gainsight AI capabilities such as:AI Cheat Sheet AI Follow-up Write with AI Scorecard Optimizer, to name a few. In addition, the article also highlights applicable limits for each package.For any feedback or queries, please write to us at docs@gainsight.com.

In an existing report can we add the timeline notes?