Customer Success (CS)

Similar if not the same issue like this thread User with English locale - works fine User with Croatian (probably others too) locale - doesn't work Noticed in C360 view when trying to add new Success Plan.    

When reporting on Email Assist open rates, what is included as an open? I understand that "Opened" calculates how many of the sent emails were initially opened. The value of this field will either be 1 or 0.  "Open Count" tells how many times the emails were opened all together; this would include the same email being opened twice. Do the "Open Count" stats include only the recipients on the "To" line or the "CCs" as well? 

We are building our first Power List to distribute an NPS survey.  We did the survey with part of our customer base earlier in the year, and we have those customers listed as members of a campaign in SFDC. We have created a data space to bring in the campaign history for each contact relating to an account. We're looking for a way to create a power list that includes only contacts who are not part of the old campaign, but filtering for campaign name on the power list only excludes that campaign, not all associated contacts. Does anyone have a recommendation for how we can build this list?

I want to be sure this gets picked up as a problem: Filtering by Assignee=AM Name is not working. When you select Other User and enter a name, the UI does not come up with a list of users to select from. This makes me think the field is taking a text value when it really needs to link to the user's record by ID.

Maintenance Window :    CST - Between 02:00 AM and 06:00 AM, Thursday, 3rd November 2016 UTC - Between 07:00 AM and 11:00 AM, Thursday, 3rd November 2016 IST -  Between 12:30 PM and 04:30 PM, Thursday, 3rd November 2016   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Patch Release. There will be no impact or delays for any of the queues.   Patch includes : Fix for date formatting issue in Email Assist feature (Email from Cockpit).   Queues Hold Time : There is no impact or delays for any of the queues.   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 thi

When attempting to post a Chatter update within Gainsight, I have noticed that the formatting has changed. The line spacing is doubled when typing within the text box. Once the Chatter is submitted it looks fine. It is becoming a problem to post anything via Chatter at the moment. Is anyone else experiencing this problem?

I have created a dashboard with global filters at the top, but when I want to change the Customer Success Manager, it's impossible to click on Apply, because that button moves around. Here is my problem: I am using Google Chrome Version 53.0.2785.143 m

I love the hierarchy added to the latest release. it's great when you have customers with multiple accounts due to a large and complex relationship. The challenge I'm finding now is that we have a very ambitious internet research team and as such, have a ton of accounts in some hierarchies. For example, one has over 2000 accounts in their hierarchy, but only a handful are customers. This is for a variety of reasons but I'm wondering if anyone has explored better ways to display customer only accounts. My first thought is that if Gainsight can't do it, how do I implement it? Is a formula field the best option to pull if someone is a Gainsight customer and then use that as a look up?

I don't seem to be able to edit the language for "Not at all likely", "Neutral", or "Extremely likely" in an NPS question in my survey. I am sending this globally and cannot change the text to our target language for these options, the "Submit" button, and "All questions marked with * are required" blurb. 

I'm trying to pull a report of customers and their responses to a specific customer. I'm using Data Spaces and the Survey Allowed Answers object. I'm able to add in the information I want, but when I go to report on it, the fields I need info from (account object fields) are showing up as not having any. Any one else having issues with this?

The August release introduced a new feature, Data Spaces, which is a collection of different objects with their lookup relations brought into one view. Data Spaces provide a virtual object structure that exposes a more consumable way to use data in Reporting and the Rules Engine. We've provided a few tutorials on Gainsight Go to help you get started using Data Spaces, and we held a webinar on using Data Spaces to report on Surveys. What other use cases for data spaces are important to you that you'd like to see documented?

does any one have any reports built that currently show the aging of a CTA grouped by status?  if not recommendations on best way to build that out 🙂

Hi Do we know if we are able to bring in the top line metric of # of objectives completed, overdue etc to show up in reports 2.0? currently we have the completion % field however having a number of completed of pending would be good to have. Naquiyah

When you are on the C360 and shrink a window you are not able to scroll to see all of the Summary Section and the Attributes section over lapse.  It would be nice to see the ability to scroll left to right, or have it look like the scorecard section. 

Currently we are allowing users to change data type of a field through COM if there is no data in the object. But this change is happening only in Mongo and not in the redshift table. Because of this, there are lot of errors through out S3 and data load API connectors. I believe that this should either be disabled or handled properly. Once the redshift table is created, we should disable data type conversion even if there is no data. Or when the data type conversion is made through COM, we should automatically create a new column with same name and the required data type, and then delete the older field. Or we should have a flag that shows if there is any mismatch between data types between Mongo and Redshift tables.

We have a playbook for our renewal reps to work through during our renewal process.  Often times, a renewal is paid before a rep has completed their playbook on the process.  We need to visualize trends in our renewal process and being able to see what step of the playbook they were on when a renewal happened is essential to doing this.  Does anyone know if this is possible, and if so how to do it?

Is there a way to create a 'show all' for a related list type UI view? We are using the case UI view frequently and it would be great to have a way to 'show all' cases vs. having to select each option individually from the drop down or by creating a new report that includes all of the parameters.

What are the guidelines/limitations for the gsnap logo image? It looks good in our edit page: But looks lousy on the gsnap landing page:

I think we used to be able to report on and see on a CTA the name of the actual CTA from the Rules Engine and not just the Subject.  Right now all I can get is the Subject but we run monthly reports on CTA usage grouped by CTA name and the subject just muddies the water since we are dynamically bringing in different fields such as account name.  How do I run a report of the CTA Name eg "CTA: New Opportunity" as well as the CTA subject "CTA: New Opportunity for Pizza Hut"? Is this a recent change? LM

I am trying to run reports for all customers with a priority red CTA so I can show ACV impact/quarter. Some of our customers have multiple code red CTAs, so it inflates the ACV value and count of customers. How can I remove duplicates from within the engine or dashboard? Right now I'm manually correcting this in excel. Thanks! 

If I was viewing a section on the Customer360 that has a report attached to it, and I attempt to perform an Account search in the upper right corner fo the screen, the search becomes partially obstructed by the report I was viewing.  See screen cap:

SUMMARY We're experiencing an elevated level of API errors. Initial analysis confirms DNS related issues with our Upstream service provider and they are investigating the same.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com. UPDATE Friday, October 21 9:20AM CST: Our service provider has resolved the DNS issue. During the outage MDA services including Rules, Outreaches and Data Processor were paused. We've restarted all services and are replaying any jobs that failed during the service incident. 

The most recent release added the functionality for Exceptions for Relationships Scorecards. Is there a plan to add Exceptions functionality to Account-level Scorecards? Use Case: Concur would like their overall Score to be derived from either a Predictive Score or a Subjective Risk Scorecard measure. Ideally, the overall Score would be equal to whichever of these two measures is the lowest. I believe that the Exceptions functionality would help them achieve this, but they are not using Relationships.

Has anyone else been having problems with timeouts or lengthy delays in GS? Tried to create a new report in Report Builder - took 19 seconds to load the Repository.  Took 32 seconds to load after clicking "New Report." When I go to Administration -> Data Spaces....after 30 second I get a JSON error: I tried opening Administration -> Data Management....after 29 seconds MDA screen loaded saying No data found, which of course caused me to panic: Now....as I am about to post this...suddenly the MDA and Data Spaces are back.   Which is good...but this was very unnerving.  This was happening over about a 20-30 minute period. Maybe unrelated, but we've been getting a lot of reports over the last several days from CSMs about CTA, CS360 screens loading slowly - particularly in APAC and EMEA.  

We use number of Support Tickets as a metric in our scorecard. We have automatic rules set up to both fire CTA's and set the Support score to a warning level when an unhealthily high number of tickets is submitted during a set window of time. We have rules set to close the CTA's when this warning is no longer in effect as well as to return the Support score to a neutral level.  In our rule to set the Support Score to a warning level, we add a comment of how many ticket's they've had and what window of time. When we return the score to neutral, we no longer need that comment, but the current rule/action functionality wont allow me to just clear out those comments. Instead, I have to replace it with other text and " " (a space) is not accepted. Being able to clear the comments back to blank would be very useful since the original rule comments are now outdated and irrelevant.