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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
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? 

702
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.

9013
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.

261
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

772
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.

291
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.

211
mahesh_patil
8 years ago
jennifer_amundgaard
jennifer_amundgaardContributor ⭐️
asked in Customer Success (CS)
Can I search through closed tasks in my cockpit?

I want to be able to search my closed tasks for a key word. It would be nice to know if I'd discussed an idea with a customer in the past.

272
sidhu
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Rules Engine Sorting is not Sticky

I have the Rules Engine page set to Filter by Rule Name, so I expect it to sort that way. When I return to the page, it doesn't remember that setting. Also right now, it is sorting incorrectly with a Rule that I recently edited at the top.

100
kristin_f3c469
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
SF Toolbar

Getting mixed feedback from the team on the SF toolbar being automatically collapsed on each page. It's especially frustrating when you click from one page to another, and its collapsed again, so you have to un-collapse it to go somewhere else. It's something that takes some getting used to, but I'm definitely hearing some noise about it.

796
willybeanes
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Planned Hotfix : Friday, 3rd June 2016

SUMMARY  A Hotfix is planned to be released on  Friday, 3rd June  2016   between 9:00 AM and 11:00 AM CST (Actual duration of release will be approximately 30 Minutes) Re-scheduled - will updated details shortly.   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 resume 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.

292
mahesh_patil
8 years ago
kaycee
kayceeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Outdated Support Documentation

This isn't product-related, but something I think affects a customer's ability to help themselves within the product. When researching capabilities or features, I've noticed that old, outdated support documentation is still accessible online. Without the ability to order documents newest first, it gets confusing as to which document has the most up to date information. Even with the most recent documentation, I've found that information isn't updated to reflect product enhancements, which aren't kept in the same document library. This can become confusing if users have to look in several areas to find the right answer. 

533
lila_meyer
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Email Notifications

When showing a CSM the Email Notifications section in the new UI, it definitely wasn't intuitive that you had to click Edit to be able to click the checkboxes. It also allowed her to check the box for fields that it said were disabled by the admin. So, 2 things: 1. Could the editting the notifications be done through either the Edit button or by clicking on the boxes? 2. Should the sections that are disabled actually be greyed out and unable to be checked? She also suggested that it would be nice to be able to set those per customer. I know you can specify only customers that you are following, but she pointed out that even then, she still might want to specify further on the customer level. Just thought I'd mention.

150
heather_hansen
8 years ago
willybeanes
willybeanesContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Grey # in Cockpit does not update when searching for CTA's

Small bug pointed out by CSM. When you enter a search term at the top of Cockpit, the grey #'s next to the "Group by" name does not update. See screenshots below. Grey # shows CSM has 4 CTA's due today: Grey # still shows 4 even after filtering down using search feature:

200
willybeanes
8 years ago
evan_luberda
evan_luberdaHelper ⭐️
published in Customer Success (CS)
Admin Office Hours - June 2nd, 2016

This thread is for the Admin Office Hours session for Thursday June 2nd,  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.

425
evan_luberda
8 years ago
jennifer_kirkland
jennifer_kirklandContributor ⭐️⭐️⭐️
posted in Customer Success (CS)
Very Positive Feedback

Overall, I've been receiving a lot of very favorable feedback from our users. Some specific things I've heard: Praise: - I like it better because it looks more like Salesforce - It is so much faster! - Wow, I can actually see more in the Success Plan fields - When did our graph colors start matching our branding? - I like that everything is on the left side (when speaking of the Cockpit) - It looks a lot cleaner and is easier to navigate - Ooh, I can see more! Requests:  - Do not like clicking their face to close a task - Ability to pin the header down so some teams can easily search Salesforce Bittersweet: - New tabs all the time.  Sometimes it is great - other times it seems overkill. From an Administrator perspective, I second all of the praise above and have to greatly thank you for the overall improved UI. We thought the teams would be upset they cannot scroll on the C360 page, but everyone enjoys the speed so much I've not heard it come up unless prompted - and then

252
jennifer_kirkland
8 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
UI 5.0 Opening a powerlist in a new tab from the outreach execution history

I am working on debugging a powerlist in UI 5.0 and I noticed a potential bug.  If you go into the execution history for an outreach, and try to open the powerlist in a separate tab (both right click open and CMD+click open) it doesn't load the whole screen.  When you direct click on the link to open it in the current browser it appears to work fine. 

140
steve_davis
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Run Now Error with Date

I am trying to do a Run Now on a rules and getting an error with a Rule Date of 5/31/2016

575
steve_davis
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How long does it take for an Outreach to be sent out?

I have sent out 2 outreaches in the last 2 days and it took more than 2 hours for each to be sent out. I was sending out to 50 users in each one of the outreaches. Is something that happens in the background preventing the outreach to fire?

282
steve_davis
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled Hotfix release: Thursday, 2nd June 2016

SUMMARY  Gainsight will be releasing a Hotfix as follows:  Thursday, 2nd June 2016   between 3:00 AM to 6:00 AM CST   This hotfix is for minor issues . During this schedule,  some of the backend components along with queues will be in hold state. Once the deployment window is closed, all queues will be resumed. All objects that were scheduled to run during maintenance will run once the window is closed.  Delays are expected in completion 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.

263
ian_bennett
8 years ago
jennifer_amundgaard
jennifer_amundgaardContributor ⭐️
asked in Customer Success (CS)
I'd love to be able to search though all of my accounts for those in a certain time zone, city, zipcode.

If I am planning a trip to visit a client, I'd love to easily see if there are other clients in the area that I might visit then as well. 

221
lila_meyer
8 years ago
jolene_hanson
jolene_hansonContributor ⭐️
asked in Customer Success (CS)
Links don't work

In the new UI, links in Customer Success 360 (Attributes section) show up as HTML, and I cannot click on any of them to access the client's account page. I have to manually type in the client's name in the search bar. 

261
jennifer_kirkland
8 years ago
jennifer_amundgaard
jennifer_amundgaardContributor ⭐️
asked in Customer Success (CS)
Show client's time zone in the Attributes section

It would be helpful if the Attributes section showed what time it is in the client's time zone, named the time zone, and also showed the name of the city they are HQd in .

431
jennifer_kirkland
8 years ago
capricec
capricecContributor ⭐️⭐️
asked in Customer Success (CS)
Issue with Multi-picklist in Rules Engine

I am trying to pull a list over as a customer Info field but the system is trying to aggregate it.   In our opportunities, we can select all the products a customer owns, I am fine if these come over as a text string, but when I try to show it as a field, the system treats it as a number to "Count, Count Distinct, Min and Max."    What is the best way for me to pull products owned, which is a multi picklist in Opportunities in SFDC so that the products can be viewed in 360, perhaps in summary?

452
capricec
8 years ago
allie_gold
allie_goldHelper ⭐️
asked in Customer Success (CS)
Save scorecard comments

We want to be able to save all of our scorecard comments over time so that we can see how the comments have changed. Currently, all of our scorecard comments are manually entered by our CSM's and so after a certain period of time (once a month), they're instructed to export a report with their comments per each scorecard per each customer. Then the CSM's navigate back to the scorecards and delete the previous comments to make room for the next month's data. There's got to be a better way to do this. I heard about adding a custom long text field on the usage data object that would effectively store the comments over time but I'm not sure exactly how to do this and then how we would query the particular time frame to get a report for those comments within that time frame. Thanks!

252
allie_gold
8 years ago

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