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Customer Success (CS)

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

  • 4,939 Topics
  • 15,623 Replies
4939 Topics
christopher_l_wetzel
christopher_l_wetzelContributor ⭐️
asked in Customer Success (CS)
Surveys - Hide/Edit NPS Question Headers

In an older version of this documentation, it was shown that it was possible to hide NPS Question Headers (such as "Not at all likely" or "Extremely likely") on a per question basis.  See this screenshot for an example. The documentation has since been updated as that functionality has either been removed or was never implemented, but I would find it to be useful to be able to hide NPS Question Headers, and even more useful if I could even edit NPS Question Headers. Any chance this feature could get added back in?

650
praneet
8 years ago
evan_luberda
evan_luberdaHelper ⭐️
published in Customer Success (CS)
Admin Office Hours - June 23rd, 2016

This thread is for the Admin Office Hours session for Thursday June 23th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.

270
michael_lipinski
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA Release: Thursday, 23rd June 2016

SUMMARY  Gainsight will be deploying a MDA release as follows:  On Thursday, June 23, 2016  between 12:30 AM CST & 3:30 AM CST This deployment includes some (backend) feature enhancements and minor bug fixes. During this deployment window, MDA components  (Gainsight Backend Infrastructure) will be in hold state. Once the deployment is completed, all queues will be resumed as normal.   Delays are expected in execution of Rules, Data Processor etc.     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.

280
mahesh_patil
8 years ago
chris_dunphy
chris_dunphyContributor ⭐️
asked in Customer Success (CS)
How can I hide certain Scorecards from specific views?

We have our executive view where we have some general scorecards that roll-up into another scorecard. Is there a way to hide the scorecards that specifically have the measurements?

330
dstokowski
8 years ago
candace_jones
candace_jonesContributor ⭐️⭐️
asked in Customer Success (CS)
desk.com integration

Does anyone have experience setting up a desk.com integration to pull support ticket information into gainsight? My understanding is that the desk data needs to be integrated into Salesforce, and then from Salesforce to Gainsight. Any insights are greatly appreciated. Thanks!

620
smorrisgainsightcom
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Setting a Rule Criteria for a Null Date Field

I have come across several times where I need to write a rule to either include or exclude null date fields. However, this doesn't appear to be an option: Sometimes the field has yet to be populated (ex. Ticket hasn't been closed yet). Or we need to determine what data needs to be fixed. It would be great to be able to pull null fields for dates in rules.

1590
danella_stephany
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Cockpit: Task not closing when alternate closure status set

We have created some additional CSTask settings in our environment. In addition to OPEN we have Closed - Complete Closed - Incomplete  Closed - Not ApplicableWhen I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view.  I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it raises a good point. We also have three CTA closure options: Closed Suc

700
sidhu
8 years ago
marika_zumbro
marika_zumbroContributor ⭐️
asked in Customer Success (CS)
How do you select 'OR' versus 'AND' in UI View filters?

500
gaurav_kotak
8 years ago
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
Character limit on the comments section of a CTA?

Is it possible to place a character limit on the comments section of a CTA? Perhaps a limit of 140 characters or so. We are having a problem with CTAs when they sync back to SF after close, and we think it's because the comments are too long. Below are snapshots of the rule that we created, in case that's the issue here. Thanks! .

1620
sundar
8 years ago
ethan_rosenblum
ethan_rosenblumContributor ⭐️⭐️⭐️
published in Customer Success (CS)
June Vault T-shirt Contest (& Webinar recording)

June T-Shirt Contest: We're having a Vault contest this month that everyone can win! For every customer who downloads 10 or more Assets from Vault this month, you'll receive 1 Gainsight t-shirt (your choice of size). Webinar Recording: This morning we hosted a webinar on How to Take Advantage of Vault. Here is the recording: https://vimeo.com/170828569 Here is the deck: https://drive.google.com/file/d/0B97XQutn6k0oU1RLX1dvZ2FSbUk/view?usp=sharing

330
elena_painter
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Gainsight Emergency Hotfix : Sunday, 19th June 2016

SUMMARY  An Emergency Hotfix was released as follows:  Sunday, June 19th 2016   between 4:00 AM and 5:00 AM CST   This release was to fix an issue identified in Gainsight backend component.  During this release Rules and Data-processor were in hold state for about 45 Minutes. Soon after the deployment,  all queues have resumed as normal.   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.

110
mahesh_patil
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Where can I setup the default dashboard that is visible in the Gainsight tab?

I want to change the default Dashboard (layout) that is visible in the Gainsight tab. Where can I do that?

360
dstokowski
8 years ago
lauren_marsh
lauren_marshContributor ⭐️⭐️
asked in Customer Success (CS)
"Unexpected end of JSON input" when running rule

I noticed a CTA create rule stopped firing and when I look at the rule now it will not show me the Run History and when I try to preview results i get that error above.  None of the referenced fields have changed so I'd like to see if anyone's had this problem before and how they fixed it.  I'm just oging to recreate the rule for now.

290
lauren_marsh
8 years ago
evan_luberda
evan_luberdaHelper ⭐️
published in Customer Success (CS)
Admin Office Hours - June 16th, 2016

This thread is for the Admin Office Hours session for Thursday June 16th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.

270
evan_luberda
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
New CTA on CSM Change

When we do a "book of business shuffle" new AMs are assigned to Accounts. We'd like to have a rule that detects this, and along with other criteria, allows for the creation of a "New AM Assigned" CTA. This would serve as an action item for the CSM to contact the Customer and introduce themselves. Is there a way to detect a change in the assigned AM. We use a custom field on the Account for this. We have track history turned on for it, but I don't see a way to detect this within Gainsight. The only other idea I have is to create a custom field called "New AM" and set it to True when the new AMs are assigned, and then clear it at some point, maybe when the CTA is resolved. Seems like a lot of overhead to track something in the system. Looking for thoughts and ideas! thanks Kristin

320
manu_mittal
8 years ago
elizabeth
elizabethContributor ⭐️⭐️⭐️
published in Customer Success (CS)
CS Knowledge Drop - Value from the Vault

At this point, hopefully you've had a chance to check out Gainsight Vault, our best-practice library of ready-to-use Gainsight assets. While the feature started with just Playbooks and Surveys, it has now grown to include Email Templates and Rules. What have you found most valuable or tracked the most use from in Vault? What would you like to see added to Vault in the future? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday June 15th @ 9am PST where we will be discussing this topic! Click here to register. 

390
elena_painter
8 years ago
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
published in Customer Success (CS)
Best Practices Competition!

Hello Gainsight Community, We are excited to announce a new contest! The challenge is simple: post your best practices on Community under "Gainsight Best Practices" or "Customer Success Best Practices" and receive points as detailed below. Prizes: The top 3 users will win free passes to CSU Online. In addition, all participants will be entered into a raffle for Gainsight swag. So how does it work? You will get the following points for each action: 50 points for creating a post with a substantive best practice 30 points for replying to an existing post with additional best practices 5 points for every “Me-too” you receive on your best practice post 50 points for attending the weekly webinar and posting related best practices Bonus points for especially thought-provoking or original posts, so bring it on!Don’t know where to start? Respond to a question: What are the top 3 initiatives for CS Ops that support your company’s scaling? Tips for new CSMs and CS Ops leads

330
elena_painter
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA Action Owner Field Setting

The setting for the CTA Action Owner Field is getting lost. I have a rule, Sales:Adoption Over on Seats (NA Commercial) Week #1 that I cloned and then edited. I modified the schedule for the rule. Somewhere along the line the Owner Field was blanked out. The result was a large number of CTA getting assigned to me (annoying), but then I noticed that some of the CTAs were for other rules. The Owner Field on those "Sales:Adoption" rules was also cleared.  Now I am trying to update that setting, and the updated value is not saving.

330
sidhu
8 years ago
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Webinar Best Practices

Customer Question:  For CSM teams with a 1:many model, does anyone track webinar attendance as a touch? We'd like to funnel registration information from GoToMeeting (Webex) into GonG and automate a follow up but there is currently no integration from Webex to SFDC. Is there another way to accomplish this goal? 

710
dan_ahrens
8 years ago
evan_luberda
evan_luberdaHelper ⭐️
published in Customer Success (CS)
Admin Office Hours - June 9th, 2016

This thread is for the Admin Office Hours session for Thursday June 9th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.

900
joe_h
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Planned Hotfix : Thursday, 9th June 2016

SUMMARY    A Hotfix is planned to be released as follows:   Thursday, June 9th 2016   between 5:00 AM and 7:30 AM CST (Actual duration of release will be around 30 Minutes)   This release is to fix a minor issue.  Some of the backend components will be in hold state for less than 30 Minutes within the maintenance window . Once the deployment is completed, all queues will be resumed as normal. Delays are expected in execution of Rules.   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.

260
mahesh_patil
8 years ago
linda_lam
linda_lamContributor ⭐️⭐️
asked in Customer Success (CS)
Success Plan Exporting & Cockpit View

I have 2.5 questions for Success Plans: Is it possible to include the "Comments" box for each Objective when you export the Success Plan to PPT?   Sidenote, is there a way to export success plan summary (customer name, objective, success criteria, due date, comments) to one PPT slide instead of individual slides?  Can we remove Success Plan Objectives from cockpit view in C360? Every single customer has at least one success plan with at least 5 objectives and it's creating a lot of noise in the Cockpit. We prefer to keep those objectives in the widget area only (if possible).Thanks for your help!  Linda

770
linda_lam
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Dashboard Filters not Working

I have a dashboard with filters to exclude certain Customer Stages. Those filters are not being applied. https://jbcxm.na2.visual.force.com/apex/HomePage?layoutid=a3b40000000OlTnAAK

150
kristin_f3c469
8 years ago
jennifer_kirkland
jennifer_kirklandContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
NPS Text Overlap

On the NPS Tab, the text/toggle between company and user is overlapping making it difficult to interact with.

290
raja kuditipudi
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Planned Hotfix : Tuesday, 7th June 2016

SUMMARY  A Hotfix is planned to be released as follows:    Tuesday, June 7th 2016   between 4:30 AM and 6:00 AM CST (Actual duration of release will be 30 Minutes)   This release is to fix minor issues .  Some of the backend components will be in hold state for about 30 Minutes within the maintenance window . Once the deployment is completed, all queues will be resumed as normal. Delays are expected in execution of Rules, Data Processor and Aggregations.   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.

210
mahesh_patil
8 years ago

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