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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
lauren_marsh
lauren_marshContributor ⭐️⭐️
asked in Customer Success (CS)
clear+setting/filters

Unable to universally remove the settings on a dashboard.  Source reports are updated but there is a bad date setting, not sure how it got there, but it seems to be applied to every dashboard component for all users.  How do I remove this so that end users see the dashboard in a way that reflects the actual configuration of the reports.   I don't want to have to remove it individually from ALL users. Thank you, Lauren

611
sudarshan_vig
8 years ago
cshishman
cshishmanContributor ⭐️
asked in Customer Success (CS)
Manually update overall health score?

How can I manually change the overall Health Score for an account deemed At Risk? The measures are all positive but direct client feedback tells us otherwise.

1428
seth
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Data Spaces: Documentation has incorrect navigation to get to Data Spaces

This is relatively minor but thought I'd point out that GS documentation incorrectly states that Data Spaces is located under Administration -> Analytics, when it appears under Administration -> Operations (at least in my org) https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Data_Space_Creation_and_Consumption https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Tut...

362
lila_meyer
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Emergency Hotfix : Friday, 23rd September 2016

Maintenance Window :    CST - Between 10:00 AM and 12:00 PM, Friday, 23rd  September 2016   UTC - Between 03:00 PM and 05:00 PM, Friday, 23rd  September 2016 IST -  Between 08:30 PM and 10:30 PM, Friday, 23rd  September 2016   Activity :  Post yesterday's major release, we have identified a potential issue which could cause failures of rules in certain conditions.   An Emergency Hotfix will be deployed on MDA (Backend Infrastructure) to fix this issue.   Data Processor queue will be in hold state for about 1 hours during this maintenance.  Soon after the deployment,  Data Processor queue will resumed as normal. Queues Hold Time :  1 Hours   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :   NO IMPACT Data Processor Queue - MDA :  Delay of abo

465
mahesh_patil
8 years ago
diana
dianaContributor ⭐️⭐️
asked in Customer Success (CS)
Health Score option of zero / 0

We want to be able to allow for a health score option of zero. We are leveraging the labeling functionality for 1-10 but there wasn't an option to select 0 as a possible label. Currently in the relationship scorecards, we only have an option of 1 - 100. Did I overlook how to implement this feature or is this on the roadmap already?

593
diana
8 years ago
elizabeth_gerber_7161b6
elizabeth_gerber_7161b6Contributor ⭐️⭐️
asked in Customer Success (CS)
Closure of multiple tasks displayed as ONE bar in Bar Chart

Im looking for a way to report on closure of multiple tasks and display them as 1 combine bar in bar chart in Dashboard.

291
dan_ahrens
8 years ago
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Customer Success (CS)
Expand Scorecard Summary text field when in 360...

Customer has guidelines for entering specific data in this field and would like to see more than lines of information that are currently available in the CS360 view. Would there ever be an option to auto-size this field in the future?

120
michael_sweeney
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Summary Section - Links no longer clickable

I noticed that you can longer click on the widgets in the Summary on the C360 to go to that section. It would great if that was still an option in addition to the links on the left as well.

684
david_rogers
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Special characters when creating new object in Data Management from .csv

I have created a new object in MDA to store a series of contacts, but the Swedish special characters show some errors: Could this be fixed?

341
ashok_dugaputi
8 years ago
bruno_giacomelli
bruno_giacomelliContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
[Rule Chain] How does nested rules queries work?

Didn't find the precise answer to this question in the Documentation, so let's go: Does child rules are applied only to resulting customers of the Parent Rule? Or does the child rules query results work independently of the parent's result? Example: 100 customers (A) Not Nested:  - Rule 1 (20 resulting lines out of 100) - Rule 2 (50 resulting lines out of 100) - Rule 3 (10 resulting lines out of 100) (B) Nested: - Parent Rule 1 (20 resulting lines out of 100) --- Child Rule 2 (5 resulting lines out of 20) --- Child Rule 3 (3 resulting lines out of 20) If it works like (A), then probably all child CTA rules will need controls so the CTA doesn't open over and over again. Thanks, Bruno

446
aviv_caspi
8 years ago
osha_kondori_8ae084
osha_kondori_8ae084Contributor ⭐️⭐️
asked in Customer Success (CS)
Approval Workflow - Onboarding to CSM - Best Practice?

Currently we have an approval workflow within Salesforce used for transferring opportunities from the Onboarding Specialist to the CSM. 30 days after a customer is launched, the Onboarding Specialist is prompted to update notes and submit the opportunity for approval. The manager receives the approval request, and can accept or reject. If accepted, the CSM handoff is approved (updates a checkbox for CSM approved = true, adds timestamp, updates lifecycle stage from 'adoption' to 'retention).  Are there best practices for creating an approval workflow in Gainsight? Right now, as long as the entry criteria is met, the Onboarding Specilist just clicks the "Submit for Approval" button on the opportunity. Is it possible to somehow incorperate this button into the CS350 page or CTA?  I would love to hear how any other gainsight customer handle similar scenarios and workflows!

1831
noha_khan
8 years ago
melissa_ranney
melissa_ranneyHelper ⭐️
asked in Customer Success (CS)
Adding Power List token fields--Implementation Project: Owner ID Phone and Owner ID Title

Hello! I'm looking to have the following options added to the drop-down list of Salesforce field options that can used as tokens in e-mails: Implementation Project: Owner ID Phone Implementation Project: Owner ID Title Currently, the options of 'Owner ID Name' and 'Owner ID Email' are available, however the Phone and Title pieces are not (I have also attached a screenshot for reference). The sourcing of these pieces of information is critical to various communications we will be sending in order to ensure that our customers have the appropriate contact information, so I was wondering if this would be at all possible to implement. Thank you!

489
smorrisgainsightcom
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Cockpit: No CTAs show in Cockpit when filtering for Status includes Closed Success, etc

When applying Cockpit Filters  Status includes "Closed Success, Closed Risk, Closed Not Applicable"  no CTAs show in cockpit.  Tried doing the opposite  Status includes "New, Work In Progress" but that does not work either. C

231
nitisha_rathi
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA Release: Thursday, 15th September 2016

Maintenance Window :    CST - Between 01:00 AM and 06:00 AM, Thursday 15th September, 2016   UTC - Between 06:00 AM and 11:00 AM, Thursday 15th September, 2016   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Patch Release. During this maintenance Rules and Data processor queues  will be in hold state for about 2 Hour.  This deployment includes few bug fixes: In Milestone's on charts from Report builder In Dashboard  & QBR Soon after the deployment, all queues will resume as normal.   Queues Hold Time :  2 Hours   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :  Delay of 2 Hours expected. Rules Engine Queue  - MDA :  Delay of 2 Hour expected.

343
mahesh_patil
8 years ago
courtney_james
courtney_jamesContributor ⭐️⭐️
asked in Customer Success (CS)
NPS: Auto-schedule Survey Resend

I'd like to find a way that allows me to auto-schedule the resend of a NPS survey if the initial survey has not yet been sent. [i]Has anyone found a way around this problem without having a co-worker go in for them?  Current Functionality: NPS Survey must be sent to Participants. Once sent, the user must go back to the survey to select the "Resend" Option within the "Distribute" area. The Resend can then be scheduled for a future date. Use Case: Admin/Survey Creator is out of the office (any reason) and can not schedule the follow-up. Example: Create survey August 30 Initial Survey Sent on September 2 Desired Reminder to be sent September 8 Survey Sender out of the office from Sept 1 to Sept 10Thanks everyone!

494
courtney_james
8 years ago
logan_t
logan_tContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Last Modified Names on Scorecards are Abbreviated

Customers have brought to our attention that the names on scorecards used to show "Last Modified By" are usually abbreviated. Often, just a first name is shown. In Orgs that have multiple people with the same first name, this can lead to confusion, time spent hovering over the text to figure out which Logan was the one that made the last change! (From Trial Org) Sometimes though, the name shown can be reduced down to just the first letter, depending on the length of the text preceding it. This isn't really useful information at that point.  Could there be a setting that enables the full name being displayed? Perhaps by "wrapping" the text to include a second line if necessary. Thanks for your time. Take care! -Logan T.

621
matthew_lind
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled Hotfix Release: Tuesday, 13th Sept 2016

Activity :  Emergency Hotfix will be released Maintenance Window :    CST - Between 12:00 AM and 2:00 AM , Tuesday 13th September, 2016   UTC - Between 05:00 AM and 7:00 AM, Tuesday 13th September, 2016 Queue Hold Time :  1 Hours   This release is to fix a bug in Scorecards where Overall Score is getting calculated wrongly.  During this release, Rules Engine Queue will be in hold state for about 1 hour.  Soon after the deployment, the queue will resume as normal.   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of 1 Hour expected.     FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us b

303
mahesh_patil
8 years ago
alex_legay
alex_legayHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Make the revenue band a scheduled apex job

Is it possible to make the revenue band apex job a scheduled run? From what I understand it only runs when a change has been made to the revenue band configuration. This can cause revenue bands to be incorrect if there is a change in the asv. Thanks, Alex

365
azhar_uddin
8 years ago
cara_brill
cara_brillContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Can I add SFDC Task field to a GS Task for better syncing?

We have a picklist field in our SFDC tasks for "type" and I want to have that on our GS tasks for proper syncing back to Salesforce. I see this "We can only bring fields from the task object into the task detail" on the configure cockpit admin instructions page, but I cannot find anything that tells me how to customize the task object.

515
manu_mittal
8 years ago
ramya_kalisipudi
ramya_kalisipudiHelper ⭐️
asked in Customer Success (CS)
Ability to hide the Cases section in Mobile App even though it is not configured anywhere in the CS360 sections

I am posting this based on customer request. When navigated to Mobile app we are seeing section "Open Support Cases" when we click on customer even though this section is not configured anywhere in CS360 sections under Administration page. See the attached screenshot. Can we have provision to hide this in Mobile app if this is not configured in CS360 sections  under Administration tab.

322
ramya_kalisipudi
8 years ago
becky_richardson
becky_richardsonContributor ⭐️
asked in Customer Success (CS)
Add fields via Lookup for Reporting

I would like to report in Gainsight on fields contained on a lookup field record on our Salesforce accounts. In Salesforce, I can add fields via lookup on the report type and use these fields, but I cannot find a workaround to do the same in Gainsight.  I want to utilize the report in a Success Snapshot, so I am looking to find a way within Gainsight to report on this information. 

602
becky_richardson
8 years ago
marie_wilkerson
marie_wilkersonHelper ⭐️
asked in Customer Success (CS)
Scrolling for Tag Options in the C360

-- Posting on behalf of Ryan from Apttus -- When trying to apply tags in the C360, the scroll bar on the right doesn't function properly. Without a mouse, selecting the proper tag becomes difficult.

221
manu_mittal
8 years ago
karen_jones
karen_jonesContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Custom Fields in ZD

In our ZD system we have users who are classified into two statuses-- User and Key User. User/Key User is a custom field in ZD; however it does not pull over with the new Zendesk custom field enhancement. We're guessing this is because the User/Key User field is part of the customer profile and not part of the actual ticket. Has anyone had trouble getting the custom fields you want with this new enhancement?

512
karen_jones
8 years ago
shashank_sharma
shashank_sharmaContributor ⭐️
asked in Customer Success (CS)
Gainsight rule execution partially failed

Hi, We have a rule setup that is set to run weekly. Last week, I received the notification that the rule execution failed partially. I want to troubleshoot and know the reason that caused it. The action is Send email using Marketo and it said, "Failed to trigger campaign for 200 contacts". Has anyone faced a similar issue and how did you rectify this? Thanks, Shashank Sharma

332
ian_bennett
8 years ago
tara_distel
tara_distelContributor ⭐️
asked in Customer Success (CS)
Do attachments downloaded from an outreach count as a click within the email?

Do attachments downloaded from an outreach count as a click within the email?

352
sundar
8 years ago

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