Customer Success (CS)

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)

A few of our customers have switched to the new Salesforce Lightning Experience and reported some confusion. Gainsight is still testing compatibility of our application with the Lightning UI, and does not recommend enabling Lightning at this time. A few weeks ago, we surveyed our customers and found that the vast majority are not planning to switch to Lightning this year. We plan to be fully compatible with the Lightning Experience in early 2016. If you do turn Lightning on for certain users, Gainsight will function, but users may be a little confused by the navigation options. In response to this, please do NOT turn Lightning off. Instead, CSM users should manually switch to Salesforce’s Classic mode to access Gainsight’s full functionality. (Read this if you want to enable Lightning for som

HI, A customer of mine would like to send a survey to a different user groups due to the complex structure of their company: - a survey should be sent to a few different departments, - some department will be using different language than English, - some department will have a slightly different set of questions (there are 10 questions on total, some department will be sent only 7 questions). Should I do it one survey or there should be a separate survey for each user group? If I have one survey created for one group for September, then I would like to do the same survey for a different group of users in October - do I use exactly the same survey and do it there? Or should I duplicated the existing survey?

I have MDA table to store usage data. I'm doing some calculations based on this table and when I see a drop in one of the usage elements I want to create a CTA and assign it to the CSM of the account. I did a join between the MDA to the Account object but when joining the tables the CSM field is not a lookup anymore and I can't use it to assign the CTA. Does anyone know a workaround for this problem? Thanks, Aviv.

Hi Am liking the new UI rolled out this morning but at least on our org it appears the navigation to Salesforce tabs is not sticky On the PPT deck circulated about the enhancemets, on the slide titled Primary Navigation it says we can use the chevrons top right to display the Salesforce tabs and that this is sticky. However: I go to Customers tab/list view I click on the chevrons to show the SFDC tabs I click on Cockpit - it hides the tabs so I click on the chevrons again I then click back on the Customers tab and the SFDC tabs are hidden again I click back on Cockpit and the same - the screen returns to show "maximised" view of GainsightIs something wrong ? Is this org or browser specific ? Any guidance/input appreciated. Thanks Ian

Is it possible to have a View Hierarchy Link on the C360 page? My AMs are requesting this. We are trying to keep the AMs on the C360 page, and this is a reason they go back to the Account Page.

SUMMARY In the 5.1 release, we created the ability to create playbooks specifically for Relationship CTAs.  Prior to this, playbooks could be used in standard and relationship CTAs.  With this release, any new playbooks have an additional required field to tie it to the “Account” or “Relationship”, which tells you which CTA that playbook can be used on.  Any playbook created prior to 5.1 will be tied to the Account level, which means they cannot be used in Relationships CTAs Due to this change, you are now NOT able to use standard playbooks on Relationship CTAs (there will be nothing available in the dropdown on any NEW rule configuration, or manually created CTAs) NEXT STEPS If you want to use a previously made playbook for Relationship CTAs, you will need to clone the playbook, rename it, and make sure it is a “Relationship” playbook

I need to set up a filter to select a specific type of product in opportunities, but because the field is Long Text Area, it's not possible to do that. Having this filter would greatly reduce the number of opportunities the rule has to go through while running. I will add the filter in the Setup Action area, but still it would be good to filter already from the Setup Rule area.

I am exploring the linkage possible between ZenDesk and Gainsight and I can't find the "Assignee" field in the report creation section of Gainsight. Am I missing something or could the answer be that the Assignee field isn't being synced properly? If the latter is true, how do I go about resolving that issue?  Any help would be greatly appreciated!

We would like to be able to limit the tasks synced to Salesforce by applying a filter or flag. This will allow only certain users to sync tasks versuses all users.

When creating a success snapshot, I am only to pull tokens from the account object; is there a way to pull from other objects like a custom object?

Maintenance Window : Between 12:00 AM  &  04:00 AM  CST Sunday,  21st August 2016. Queues Hold Time :  1 Hour   Activity :  Gainsight has planned a scheduled maintenance on Backend infra. During this maintenance Rules and Data Processor will be in hold state for about 1 Hour. Soon after the deployment,  all queues will resume as normal.   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of about 1 Hour expected. Data Processor

When scrolling is enabled on C360, can columns on the account hierarchy section fit the widget of the page - at least when there are a small number of columns displayed?  FYI -  In the demo org, the columns fit when scrolling is not enabled. 

SUMMARY    Activity :  Emergency hotfix  was released Maintenance Window :   Between 7:00 AM and 8:30 AM , Thursday 18th August, 2016  CST Queues Hold Time :  1 Hours   This release was to fix an issue identified in Gainsight backend component.  During this release, Rules were in hold state for about 1 hour.  Soon after the deployment,  all queues have resumed as normal. Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :  NO

Seems like with the new UI, when I go to reassign a CTA that has tasks it is not asking me to reassign all tasks - or if the confirmation box does show (didn't for me but did for a colleague) it shows so briefly that you can miss it.  Can it either be that the default is YES if you don't click anything (if the box shows up for such a brief time) or that you HAVE to click Yes or No before it disappears.

A minor one in the scheme of things but can the labelling on Rule Chain schedule better reflect timezone preferences ? The attached screenshot is taken from the Schedule view of one of my Rule Chains.  The chain is scheduled to run from 11th July 2016 reflected based on my date preferences as 11/07/2016 However the Summary text at the bottom of the screen applies a US date perspective on it citing the next rule run as 7th November 2016 Can the Summary text also reflect timezone preferences please ? Many thanks Ian

Hi, I created a new MDA table to store product usage data and I want to be able to configure fields as identifiers of the table. I want 'Account ID' and 'Date' to be the identifiers of the table. How can I do that? When creating the table I didn't see an option for that. Also, Data Load Configuration is used to push data to MDA object? If I'm using the Rules Engine in order to store data to my MDA on a daily basis, do I need to use the data load configuration as well? Thanks, Aviv.

Has anyone configured Zuora subscriptions from salesforce into the transaction connector? Could you a provide a snapshot of the field mapping that you used?

We have received reports of Rules and Survey delay/failures in  DEMO, TRIAL and SANDBOX  environments.   Our team is investigating this incident and actively working on clearing the queues.   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.

My team uses Salesforce tasks to organize their days - it's how we live and breathe, and keep our sanity!  When we close out a task, we always use the "Save & New Task" button in Salesforce, because we should ALWAYS have an Open Task for each of our Accounts.  Since I want my team living in Gainsight going forward, they are working to transition from their Tasks by creating Manual CTAs on their accounts.   I'm starting to get questions on when they close a CTA, is there an easy way to "Close CTA & Create New CTA" all in an efficient swoop?  I just want to cut down on a lot of clicks, and want to know what other users have done for this.

Our (mixpanel) usage data uses the mixpanel connector to go into the MDA. When building reports there is currently a really frustrating/misleading behavior in which where there are 'zero events' the period for which there are no events is effectively removed from the date axis.   The outcome of this is where a client that had high usage in January (say 1000 login events) . zero usage in February & high (1000 logins) usage in March for the usage chart to be a flat line, that skips from January to March on the date axis. Where date ranges are longer (say we look at a 6 month trend) it can be really hard to even spot that a date rage is missing, so this is even more problematic. Would love better handling of zero events. 

For our smaller customers, the CSM responsibilities are owned by a team of folks, until it comes time for the renewal, at which point an individual CSM is assigned the renewal Opportunity. We set them as the Opportunity Owner, and I would like to assign the "Renewal" CTA to them. I have a rule that pulls in Opportunity Owner ID: https://cl.ly/3t1w3Y3t162p However, the Owner ID is not available as an option when trying to assign the CTA: https://cl.ly/2v1j3h2t452g

When doing a Mass Edit in the Cockpit Admin tab, the tab should NOT close out but instead return you to the page. It's annoying and since there is a delay once you submit the request, you think it didn't go thru until the pop-up appears. Kinda annoying delay at that.

I am trying to add a field to a gainsight CTA.  I've added the field in the salesforce object "call to action" but I cannot figure out how to get it added to the API that then loads it into gainsight.  Any input?   Thank you!

SUMMARY    Activity :  Emergency hotfix  was released Maintenance Window :   Between 5:30 AM and 6:30 AM , Friday August, 12th 2016  CST Queues Hold Time :  1 Hour   This release was to fix an issue identified in Gainsight backend component.  During this release Rules  were in hold state for about 1 Hour. Soon after the deployment,  Rules queue has resumed as normal. Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :  NO IMPAC