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Customer Success (CS)

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  • 15,510 Replies
4907 Topics
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
andrew_lossing
andrew_lossingContributor ⭐️
asked in Customer Success (CS)
Multiple Close Statuses for Task

We would like to have two separate task statuses that both correspond to a closed task.  Currently the system can only handle one close status.  The use case is as follows: Statuses 1. Open 2. Closed 3. Closed - No Action Required (default) We need to determine if the action was taken or not required for optional tasks, so if the CTA was closed all tasks that had not been closed at that point would be assumed not required.

463
sidhu
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Enable MDA Joins

I raised this issue to support, but figured I'd come to the community as well in case I get a quicker response. I want to enable an MDA table to use joins, but do not seem to have the capability on a particular table. This document https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Managing_Data_I... says "Note: Currently, we support creation of lookup relation only on MDA objects for which joins are allowed." But it does not tell me how to enable joins on an MDA table where Allow Joins is set to false.  I cannot seem to find this explained anywhere else either.  Hopefully I have just overlooked it. See attached image.  Support Health Scorecard table shows Joins Allowed = true, but Predictive Health Scorecard shows Joins Allowed = false.  Any guidance?

867
darkknight
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled Maintenance: Sunday, May 29, 2016

SUMMARY  Gainsight will be performing maintenance on Backend Database:   On Sunday, May 29th  between 06:00 AM CST  &  8:00AM CST   During this maintenance window, backend Database are being patched for the recently identified OpenSSL vulnerability.  While there will be not impact on the availability of the front end services, we expect the Jobs to be delayed by an hour.   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.

221
mahesh_patil
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Reports: Customer phase status week over week

Have a need for a report that shows Onboarding Statuses of CSM assigned customers week over week so leadership can gauge the progress of how many customers are being engaged week to week. I have an Onboarding Status field created on the Customer Info object, but if I am not mistaken it doesn't not capture a timestamp or track the status of this field historically. Curious if anyone else has encountered this or a similar use case and how you worked around it?

372
steve_davis
8 years ago
arielle_welch
arielle_welchContributor ⭐️
asked in Customer Success (CS)
NPS "Detailed Responses" table NEEDS a field for Customer Success Manager

I would love to be able to see the CSM name as one of the fields on the NPS Detailed Responses section on the dashboard. 

393
smorrisgainsightcom
8 years ago
jeffrey_coleman
jeffrey_colemanHelper ⭐️
asked in Customer Success (CS)
The week starts on different days between Usage/Rules Engine and MDA

I just came across an odd situation. I was loading some data into MDA (creating zeros so the time series charts look right) and selected "first day of last week" as the date value. When I checked the file, the "first day of last week" according to the rules engine was 2/27/16, which is right because my Time Granularity under Usage Configuration is set so the week starts on Saturday. (Why Saturday? No idea... That's just what we did back when! :-) But when I group the data by week in the MDA report I get the week starting on 2/29/16. It's easy enough to fix in this use case, but it could through some people off so I thought it'd be worth highlighting.

431
steve_davis
8 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Permission Sets for Reports/UI Views

Our internal audit team identified Gainsight as a resource hog because of the Customers Tab.  I have drop down in the Customers Tab that shows all accounts that Gainsight Administrators need, but not all reps.  I submitted a Support Ticket and they recommended I post here to ask for a permission set to allow certain reports to be viewed by certain profiles or permission sets.   I am not sure if this is possible, or even realistic since this might not be a problem for other companies.  

585
steve_davis
8 years ago
heather_bennis
heather_bennisContributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to delete a Event Series instead of just individual instances of the series?

Our CSMs schedule recurring Event CTAs to capture their regularly scheduled weekly, bi-weekly, monthly, etc. interactions with their customers.  One of our CSMs scheduled a duplicate instance of her recurring call with a Customer and the 'delete event' option does not allow her to choose whether she wants to delete the individual instance or the entire series; it is specific only to the instance of the series.  Does anyone know if there's a way for the CSMs to adjust this themselves?  And if not, how do I, as the administrator, do so for them?

321
elena_painter
8 years ago
jason_baldree
jason_baldreeContributor ⭐️⭐️
asked in Customer Success (CS)
Common Rules Used

Would anyone mind sharing some of the higher value rules used by your organization?  We have 11 set-up but the higher value ones to us are:  90 Days to Renewal (w/ CTA and Playbook) Change in Licensing (Add/Remove/Renew/Churn - w/ CTA) New Customer / CSM Assignment (Kicks off our welcoming process playbook) New Feature Enabled (Milestone and Feature Update) Sponsor Tracking Rule Lack of Customer Engagement (w/ CTA and Playbook)

21315
tomwix
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Overall Review so far: Looks great!

Our teams are really loving the clean look and feel, and are really loving the widgets being changed to links on the left! Great job!

70
heather_hansen
8 years ago
jamie_mcconville
jamie_mcconvilleContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Rule to Fire CTA for drop in usage MoM

I'm trying to set up a calculated field to compare usage impressions month over month so a CTA will be triggered when usage dips by 50%+ from one month to the next. 1. I upload usage data to GS around the 20th of each month for the previous month so I was scheduling the rule to fire on the 24th of each month (in case I'm a day or two late). I use the first of the month as the date when I upload (so April usage is uploaded to 4/1/2016.) 2. Here's my thought - If I used "in the Past 2 months" this would bring me back to 3/23 so would capture the 4/1 data. Then, I could use "Prior 1 month" which would then go back to 2/23, allowing me to capture 3/1 data.... and this would calculate the percent difference between 4/1 and 3/1, right? I set up and it did not work. It returned results for clients who's usage actually increased as well as decreased at a rate lower than 50%. Am I over complicating this?! I would think this should be pretty standard. Thanks for any help! Jamie

552
jamie_mcconville
8 years ago
allie_gold
allie_goldHelper ⭐️
asked in Customer Success (CS)
Need to send emails through SFDC templates based on CTAs

Is there a way to send emails from SFDC templates based on whether a CTA is present in a customer's account? Essentially, we have a rule that we've duplicated so that we can run in two times throughout the day. The first rule sends an email to a new customer contact AND creates a CTA called Onboarding and the source object is Contact. The second rule sends an email in the same way as the first rule; however, the source object is Call To Action and the rule filter is based off of the fact that a Call To Action Name does not contain Onboarding.  The problem is that when I go to setup the rule, the Send Email action requires that there's a contact identifier in "To:" and I put "Account:Id" and it's Mapped Via "Contact:Id". Is this going to function properly and send this to the contacts within the account?

293
allie_gold
8 years ago
heather_bennis
heather_bennisContributor ⭐️⭐️
asked in Customer Success (CS)
How do I remove Canceled CTA's in the Cockpit without having to manually adjust the view options?

When a CSM cancles a CTA, why would it still show in their Cockpit?  Is there a way to configure those to be removed from their standard Cockpit view?  If they've canceled the item, there's no useful reason to display it on their task list, correct? 

303
lila_meyer
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Special permissions needed for new MDA Calculated Field (formula) feature?

I was eager to try out the calculated field/formula feature in MDA that was just released, but for some reason when I create a Number field on an object in my sandbox, the Calculated Field appears but it is not selectable and I cannot click Create Formula. Anyone else encounter this or just me?

453
manu_mittal
8 years ago

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