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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
  • 15,509 Replies
4906 Topics
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
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can I add a contact to Sponsor Tracking by checking a 'Sponsor Tracking' field created on the Contact Tab?

If I create a checkbox field on the Contact tab, is there any way to add that contact to Sponsor Tracking, only by checking that field?

361
azhar_uddin
8 years ago
mark
markContributor ⭐️⭐️
asked in Customer Success (CS)
CTA status rule from Work in Progress back to New

My organization uses Gainsight somewhat differently but one of the main things we use is the rules engine for CTA's. When one of our CSM's calls on a CTA they would change the status to Closed successful if they were able to complete the action or change the status to Work in Progress. If the customer then completes the issue and the status is Work in Progress then the CSM will get credit for the CTA being closed, our issue now is that we have a lot of CTA's that are in the Work in Progress status. Has anybody found a way to make a rule modify a CTA status back to New? The only options I am finding is create CTA and Close CTA.

718
mark
8 years ago
isabella_chan
isabella_chanContributor ⭐️
asked in Customer Success (CS)
I cannot find an Opportunity for an account, even after I check off "Show All"

I just want to add a Milestone onto the timeline of an opportunity that is now Close-Dead. However, when I go to select opportunity it does not appear, even after checking off "Show All" - it has in the past.

300
isabella_chan
8 years ago
chloe_poon
chloe_poonContributor ⭐️⭐️
asked in Customer Success (CS)
CTAs not Resolved On-Time

How do I create a report that shows the percentage of CTAs being resolved on time vs resolved past due date by CSM?  

241
manu_mittal
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Why aren't there any filters for Account Hierarchy?

I have an account that is a parent account, and it has 90 children accounts, but the vast majority of those are expired / churned. I would need a filter in Account Hierarchy where I can only keep the active children. Is this possible?

300
cristina_postolache
8 years ago
rich_vickers_d1b27b
rich_vickers_d1b27bContributor ⭐️⭐️
asked in Customer Success (CS)
Access Granted To Gainsight Support Option

I'm not sure this is the best place to post this question, but when I submit a help ticket there is an option "Access Granted to Gainsight Support" and I'd like to clarify what this option means. I could infer that I am either granting access to my SFDC instance or have already granted access in the past. Neither makes much sense given the lack of a Gainsight Support account that could be used for this purpose.  I'm just wondering if there is a specific workflow that this checkbox enables.

1596
rich_vickers_d1b27b
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Doc Error: Send an Email Task from Cockpit doc references incorrect screen text

I was attempting to test the new "Send an Email from Cockpit " feature, and the documentation (https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Ema...) threw me a little. It says that the task should say "Preview and Send Email" in the Task Details screen, but in my environment it says "Approve and Send Email."  I wasn't sure if that meant when I click it it would give me the ability to edit first and then send.  Turns out, it does...however it is a bit confusing when trying to follow the docs and it doesn't match.

292
lila_meyer
8 years ago
daniel_oberes_b2e3e0
daniel_oberes_b2e3e0Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Creating a role based reporting based on owner role

Want to create executive dashboards that would can filter by owner role and/or territory hierarchy. Do you have examples?  

312
brandon
8 years ago
kirk_ising
kirk_isingContributor ⭐️
asked in Customer Success (CS)
What does the survey export column "Question Display Order" mean

the Question Display Order column has missing numbers and multiple questions with the same number. and the numbers don't seem to be very related to the order that the questions were asked.

322
praneet
8 years ago
shagun_tewari
shagun_tewariContributor ⭐️
asked in Customer Success (CS)
Add multiple criteria in a rule t o set same score for the same measure without overriding it (need or logic for criteria)

I am trying to set up a new criteria for setting health score for some of our measures. For example according to the criteria for sharing users trend measure, if the # of sharing users is 0, the score of our measure (sharing users trend) would be set to red.  However we have one more criteria for sharing users trend to be set to red based on the threshold values based on the sharing users trend that we have provided in the rule named as 'Scorecard: SHARING USERS - RED'. Will having 2 criterias in the same scorecard rule conflict each other? I want the sharing users trend measure to be set to red in the scenario where the # of sharing users are 0, even if the sharing users trend value differs and is not necessarily confirming to the threshold values set for red score. So basically I want my 2nd(#sharing users as 0) criteria to override the old criteria(sharing users trend defined with some threshold values) 

241
dan_ahrens
8 years ago
alex_legay
alex_legayHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Data Spaces in Account level powerlists?

Is being able to use Data Spaces in an account level power list on the roadmap? Right now it looks like we can only do it for relationship power lists. Thanks, Alex

555
gaurav_kotak
8 years ago
yogesh_vaishnav
yogesh_vaishnavGainsight Employee ⭐️
asked in Customer Success (CS)
Gainsight Emergency Hotfix: Tuesday 30 August, 2016

SUMMARY   Activity :  Emergency hotfix  is released Maintenance Window :   15 minutes window between 1:30 AM and 3:30 AM , Tuesday 30th August, 2016  CST   This release is to fix an issue identified in Gainsight back-end component.  During this release, no queues will be on hold state. The hotfix will be deployed in a window of 15 minutes during the scheduled maintenance time. 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 :  NO IMPACT     FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

341
yogesh_vaishnav
8 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
C360 Summary fields don't scroll

Heads up for the product team -- the fields in the C360 Summary pane do not scroll, which is bothering the dickens outta me:

351
manu_mittal
8 years ago
chris_mudd
chris_muddGainsight Employee ⭐️
asked in Customer Success (CS)
Salesforce Ribbon Collapsing

We would like to be able to not see the SFDC ribbon collapse every time we go to a new tab in Gainsight.  Would it be possible to disable this feature or have the choice remain sticky?

405
seth
8 years ago
ian_bennett
ian_bennettContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
360 Filters - Hard to Identify What Criteria is being applied

Within the Customer360 we have a key section where we surface usage reports for each of our clients The information in the base table goes back as far as Jan 1 2014 but our Sales/AMs can filter these reports on a date field either using a Custom date or the presets that are available eg Current Year, Current Month, Current Month and Previous Month etc However its really difficult for the user to know what time period the report is referring to 1) When looking at the view in the 360 you have to click on the Filter to see the filter value. It would be useful if any filter values were displayed on screen somewhere 2) Even if you click on the filter to see what the value is: a) The used entry in the field is truncated - it may say "Current and Previous" but you dont know if thats day, week, month or year (see screenshot 1) b) When you click on the dropdown you have to scroll down to find the highlighted blue option as by default when you click on the dropdown it shows you the top of t

282
gaurav_kotak
8 years ago

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