Customer Success (CS)

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

The Reports 2.0 filter is auto formatting my case # and removing the 2 zero's at the beginning of my case #. As a result I cannot use the "=" sign, and can only use "contains" to make sure it captures the remaining numbers. Is this a bug? I tried adding a " ' " to the beginning like you can in Excel, but the filter still keeps removing my zero's. Ex: '00479005 turns into 479005 Any reason why or how to fix?

Currently, in the summary section of the C360, we cannot pull in fields with decimal places accurately. The field will be reported on, but it will lose the decimal that the number carried.  For example, one of our customers is attempting to bring in the current version of software that their customer is on. For example, version 5.5. However, when we bring that field into the summary area of the C360, the number is cut off or rounded to 5 or 6 instead of having the decimal place. I've seen other posts on the community mentioning this throwing off their ability to bring in monetary values ($12.51) because of the apparent decimal place. This seems like it could potentially limit the types of fields our customers can make use of on the summary/attributes section of the C360. Thanks for the time reading! -Logan T.

SUMMARY  Maintenance Window :   Between 12:00 AM and 6:00 AM ,Thursday August 11th 2016  CST Queues Hold Time :  4 Hours   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Major Release. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. Soon after the deployment,  all queues will resume as normal. This deployment includes some (backend) feature enhancements.    Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT

We have a report that shows %Utilization by customer (pivoted by week), but when exported to .csv it rounds all the values to 1 or 0. Is this a known limitation of the Reports 2.0 / Dashboard product?

Playbook tasks cannot currently be assigned to owners via a formula field. This added functionality would enhance this feature.

We're just configuring our Zendesk-SFDC feed, and It looks like 'ZD-org to SFDC-Account' linking is currently manual, with the help center suggesting auto-linking is a roadmap item. To future proof & be ready for auto-linking, there is a specific field in zendesk where we should be populating the Unique ID we use to match SFDC, platform etc to a Gainsight record? 

Maintenance Window : Between 10:30PM Saturday, August 6th  & 05:00AM Sunday, August 7th  CST Queues Hold Time :  4 Hours   Activity :  Gainsight has planned a scheduled maintenance on Backend infra. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. 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 4 Hours expected. Data Processor

I thought there was already a community entry somewhere that I had raised this issue a few months back and was told it was to be resolved in the next update (which should have passed by now) but still encountering this on the 5.x UI. I did find this problem https://community.gainsight.com/gainsight/topics/zendesk-ticket-urls-no-longer-working which could be related. We have a field on the attribute tab that should display a URL but it is showing HTML code instead.  Is this a bug or something we can adjust on our side? Please see screenshot below.

I have done a percentile ranking of customers by Industry, now when I add the report to R360, I want to be able to show where that individual customer falls in comparison to others in its industry in a bubble chart or something, where we can see a dot for that particular customer when we are on the R360 page for that customer. Any thoughts on how to do this?

CSM Feedback:  "Cockpit header row titles seem to be cut off on some columns in our instance" I can provide screenshots if necessary but, it happens on titles that take up two lines/wrap or cuts off a longer word like "opportunity"

Looking at the embedded reports on the 360 page, they seem to be very small and not filling the available real estate.  For example, the report shows 20 line items but I can only see 5 without having to scroll to the rest.  Is it possible to extend this view to fit the page?

When an existing Customer has an Opportunity set to Closed-Won, we'd like to create a CTA ... What would such a Rule look like? Fields that may be useful: - Opportunity 'Closed' field (this is a boolean) - Closed Date on Opp .... but the Opp almost never actually closes on that date...usually before or after. If before, SF automatically changes the close date to the current date (https://help.salesforce.com/apex/HTVi...). If after, SF leaves the close date alone. I'm thinking that a workflow rule in SF might be required to get this working 100% of the time.

When creating a CTA, there is a comments field. However I can't figure out how to edit those comments once the CTA is created. This is on the CTA itself, not on the tasks. Is there a way to update the comments?

Incident Window : On Monday 1st August 2016  - between 12:00 AM & 1:00 AM  CST   Our MDA upstream infrastructure provider encountered a failure in one of the components.  Due to this failure, few of our Tenants/Customers Rules either failed or got delayed. Gainsight Support team has reached out to the individual Tenants/Customers who were impacted by this Hardware failure with remediation details. The issue was resolved and the services are operating normally.   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Q

Our sponsor tracking rule isn't working and I can't figure out what the logic should be.   Can you share the logic behind what the standard rule is or was supposed to be?  I inherited the system and am not sure what, if anything, changed and we are missing a lot of updates to sponsors. I checked here already and the "setup rule" screen shot isn't displayed, which is the one I need.   https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/Admin_Configuration/... Thank you!

Maintenance Window :Between 12:00 AM Saturday, July 30th   &  06:00 AM Saturday, July 30th CST Queues Hold Time :  4 Hours Activity :  Gainsight has planned a scheduled maintenance on Backend infra. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. Soon after the maintenance, 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 4 Hours expected. Data Processor Queue - MDA :  Delay of about 4 Hours expected. FOR MORE INFORMATIONPlease subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

Creating a report off an MDA subject and need to filter using a date field where date is less than 90 days ago.  When filtering on SF objects, we have dynamic values available; however, dynamic values are only available on the MDA fields when using equal function. Is this expected functionality and if so are there plans on the roadmap to align the functionality in MDA reporting with the same functionality as Salesforce object reporting?

Hi,  We are trying to set up some Product Notification email templates that we can reuse and send to a list of our users for our monthly releases.  Is it possible to add custom tokens to a template that I can fill in when I create an Outreach? This tokens would not always be fields from the Contact or Account record. But they might be things like a Subject, Description, Release Date or other bits of text that would not be know till we create the Outreach. I am trying to avoid having to copy and paste and create 100s of templates that have only a few minor differences.  Has anyone else found a good way to handle these types of email notifications? Thanks Miguel 🙂

Has anyone created some show-stopping Reports or Layouts which detail CTA analytics? For example, the number opened, closed, by CSM, by type, etc. I have configured several Reports and Layouts but I'm curious what anyone else has done.