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Customer Success (CS)

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

  • 4,920 Topics
  • 15,552 Replies
4920 Topics
emily_mcdaniel_629a86
emily_mcdaniel_629a86Gainsight Employee ⭐️⭐️
published in Customer Success (CS)
Service Incident: Unplanned S3 Outage - February 4, 2016

Start date of incident: 2/4/16, Around 6:30am CDT Description of incident: Unplanned S3 outage. We have found that some schedules have been deleted by mistake. While we are in the process of restoring the saved schedules, S3 will remain down.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

130
emily_mcdaniel_629a86
8 years ago
candace_jones
candace_jonesContributor ⭐️⭐️
asked in Customer Success (CS)
Date Filters Fail for Multiple Parameters

Reports 2.0 fails when multiple date ranges are selected. For example, we are looking to run a report that is double-bound: renewals dates after today and less than next 90 days. When we select only one filter, we receive the expected results. However, when we select both filters, the report returns 0 results.

262
candace_jones
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Rules Engine: Setup Action CTA "due date"

Can someone clarify for me what the Due Date field on the Setup Action, Call to Action Type screen actually means? The documentation states the following, but it's not exactly clear Due Date: Enter the number of days after the rule runs to set a due date Does this mean the CTA will not have a Due Date assigned until X days after the rule runs and triggers an action?  A) that doesn't really make sense, but that's how the above reads  B) I haven't noticed that to be the case when we have CTAs triggered. Would appreciate some clarification.

1124
dave_wu_74b11e
8 years ago
tracy_streetman
tracy_streetmanContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Set overall score based on one scorecard measure

Is there a way to set the overall health score based on only 1 component.  We have a subjective measure called "State of Customer Relationship".  We have the case where if a CSM sets that measure to RED the overall health could automatically be set to RED as well - this would allow us to bring to attention and flag certain accounts adhoc.  We'd like to be able to do this without  having to increase the weighting %.

581
lane_h
8 years ago
shashank_sharma
shashank_sharmaContributor ⭐️
asked in Customer Success (CS)
What is the limit of contacts/accounts that can be sent to a Marketo campaign?

I created a rule in Gainsight and ran a test. I got the failure message as:  "Rule Test run failed: Number of records to process this action exceeds the limit. Please apply more filters to narrow down results." Number of records fetched: 44273 I read somewhere that currently we can send only 1000 emails per batch from Marketo. Does that mean Gainsight will sync 1000 contacts in one batch? Thanks, Shashank Sharma

563
sundar
8 years ago
ed_bazel
ed_bazelContributor ⭐️
asked in Customer Success (CS)
Resend email to "unopened" list

How we add a feature that will resend an email (or NPS) to the list who have not opened or ready or initial email?

681
manu_mittal
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
What specific permissions are needed to upload pptx for Success Snapshot, Dashboards, Success Plans, etc?

I am trying to upload pptx files for the Success Snapshots, Success Plan, Dashboard mailer...but I keep getting Insufficient Privileges (I am not a SFDC admin). Also - I believe there used to be instructions on how to attach these templates within SFDC proper so that I could select them for Success Snapshot - but I can no longer find that knowledge article on the support portal.  Assuming it was changed. What specific permissions sets are required on the SFDC side to enable me to upload the pptx files? Also - is there something that can be done within Gainsight to not require special permissions to upload these files?

261
darkknight
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Upload PPT for Dashboard Subscriptions

Does anyone have any tips for getting your corporate branded ppt uploaded for the dashboard subscriptions?  I am having no luck with it.

565
darkknight
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Create report based on separate statuses of two different CTAs?

I'm sure I'm overlooking the obvious answer here, but I am trying to create a Report that will display the number of accounts where the Status Name of CTA #1 (not the actual name) contains Closed AND the Status Name of CTA #2 does not contain Closed. I've tried   A.  Call to Action Name contains "CTA #1" B.  Status Name contains "Closed" C. Call to Action Name contains "CTA #2" D. Call to Action Name does not contain "Closed" But since A and B  AND C and D need to be true, grouping within Advanced Logic does not seem to have any effect, not that I really expected it to. (A AND 😎 AND (C AND D) LIke I said, I'm probably missing something simple and stupid - would appreciate someone edumacating me. 🙂

578
manu_mittal
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Data Management Beta: "Please wait while we are loading the schema"

I know Data Management is in beta, but does anyone else have this problem? When I click on one of the object names, i.e. Email Logs (which only has a little over 2000 records) I get the "Please wait while we are loading the schema..." message - and nothing ever loads.  Ever.  It just stays on that spinner indefinitely and doesn't even time out. Until I finally get irritated and kill Chrome. We have not rolled in the January 7th release yes, so still running on the last update.  Maybe this issue will go away once we update?

987
giri_babu_golla
8 years ago
marie
marieGainsight Employee ⭐️⭐️
published in Customer Success (CS)
New Product Blog Post: Under the Covers of Gainsight Reporting

Check out this new product blog post by Meenal Shukla (Product Marketing Manager) and Sumesh Narayanan (Product Manager) about how and why our reporting tool was developed. It's a fascinating look "Under the Covers".

170
marie
8 years ago
evan_luberda
evan_luberdaHelper ⭐️
published in Customer Success (CS)
Champion Requirements

Hello Everyone! I am proud to publish the requirements for becoming a Champion here on the Community! If you don't know what a Champion is here on Community this is a brief description: Champions are the people who are asking lots of questions, frequently active, helping others in the Community, and overall making it a better place for everyone. To become and maintain your stats as Champion you need to: Have a minimum of 1000 points Earn at least 200 points a month As always ensure that you follow the Community GuidelinesChampions who have become inactive after three consecutive months may lose their status, but can be reinstated when all requirements are fulfilled. These guidelines are subject to change as needed.

210
evan_luberda
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Create Segmented Power List for NPS

When we run NPS, we select a random third of our customer base for the segment to survey due to the number of accounts in each segment. If we were to survey everyone at once, we would not be able to adequately follow up with the customers.  It would be very helpful to be able to randomize a segment, then select 1/3 of the customers for the survey. Next, we would need to mark that these customers have participated in an NPS survey so they are not selected to be surveyed in future surveys that year. Is there a way to do something similar now or would this need to be built into the product?

1118
manu_mittal
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Scorecard View by Stage

We have different teams working with customers based on where in the lifecycle a customer is. Not all of these customers have a CSM. Is it possible to create a Scorecard view, similar to the one a CSM sees when logging in for their customers, based on stage?

653
sumesh
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Hyperlink to specific SFDC objects, i.e. Account Number, Case Number, etc from anywhere they display

Need the ability to link to specific SFDC objects wherever they appear.  For example: 1.  On the C360 page, in the Summary section, I have Account Number listed.  I want to have that field hyperlink back to the SFDC Account page. 2.  On the C360 page, I have a Case Reporting section which displays support case reports.  I want the Case Number field in those reports to be a hyperlink back to the SFDC Case. 3.  On the Gainsight Dashboard, if I have a report that references Account Number or Case Number, I need it to link back to the SFDC component page.

1816
darkknight
8 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
GS Usage email

I have to admit I am glad you guys are sending out the visuals as appose to the raw excel data for this. However I have noticed a small problem I wanted to highlight Looks like the images do not load on Mac Mail. Screenshot below. However it loads fine of gmail or my mail on my phone.

312
alex_legay
8 years ago
dan
danContributor ⭐️⭐️
asked in Customer Success (CS)
Display / Modify Multiple Renewal Dates

One of our Users asked if there was a way to manually override the renewal date that displayed on the CS360, or show multiple renewal dates. We currently have it reading the next renewal Opportunity in Salesforce, however we have multiple products and services, so some Customers might have 2+ renewal Opportunities. This is causing some of our Customer to show their "Renewal Date" as the date for a minor service or sub-contract, while the the actual renewal is months in the future. Is there a way around this, or plans to implement multi-renewal features in the future?

522
jan_bauer
8 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Customer Success (CS)
Container size in Layout Manager

Can we expand the size of containers in Layout Manager? In our dashboards, we would like to display more rows of scorecards. Is this adjustable?

311
jbarbiergainsightcom
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Changes to CTA and Task Due Date Functionality

In Thursday's Gainsight release, we're making important changes to the CTA and Task Due Date and Owner functionality, which will be visible to users immediately after the release. Please share this support article with your CSMs to help them understand the new options. For Playbook owners, we recommend that when you create new Playbooks, or update existing Playbook tasks using the new due date options, test the implications of the new configurations. For example, create a test CTA and apply your new or updated Playbook, in order to see how the task dependencies will impact the CSM’s workflow, and then communicate with your CSM team about how the new/updated Playbook works.

490
lila_meyer
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA Preview results doesn't adhere to dupe checking rules

I am finding that the results from the CTA Preview button do not adhere to the duplicate CTA rules. The preview returns an Account that already has a CTA with the same CTA Reason and CTA Type. This makes it a but disconcerting when trying to do a quick validation of the rule criteria.

241
sundar
8 years ago
smorrisgainsightcom
smorrisgainsightcomHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
New -- How To Add Chatter To The 360

Today we published an article on Gainsight Go which walks you through the steps of adding Chatter to the 360. You can find the article here. We'd love to hear your feedback and answer any questions you may have.

322
sarah_couch
8 years ago
navya_b_a
navya_b_aContributor ⭐️
asked in Customer Success (CS)
Milestone: Update milestone for tasks of a CTA when we set the flag.

When we set a flag for a milestone in CTA, it updates milestone on that particular CTA but not for the tasks assigned to it. Is it possible to enhance this feature? so that we can trace the tasks followed on that particular account. In rule we may have to filter based on the task completion as well as per the requirement.

321
elaine_cleary
8 years ago
dave_derington
dave_deringtonHelper ⭐️
published in Customer Success (CS)
Announcing: Holiday 2015 Community Competition!

We are really excited about how much energy our Community has put in over the course of 2015.  Within the last few months we've seen consistent growth.   From November 23 to December 23 we'll have our first-ever Community Competition and reward the top three contributors (by points over the 30-day period) with.gift cards.  Prizes will be: First Place - $100.gift Card Second Place - $50.gift Card Third Place - $25.gift CardThe.gift cards will be redeemable for a variety of options! To keep things fair, please keep up the great standard of posts you've been doing so far.  Likes and follows certainly help your score, and marking questions "answered" when you have a solution absolutely helps too!  We're also looking to hear more about your how you're using Gainsight to deliver outstanding Customer Success, from Best Practices you've implemented to Tips and Tricks you've discovered! Also, you can check your points over the last 30 days by clicking this link.

664
evan_luberda
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Need ability to edit the CTA configs under Cockpit Configuration

We have a Call to Action status "Closed Not Applicable" that was set up during our implementation and for some reason has a Category of OPEN. (see attached image). This is causing CTAs that are closed with this status to still show as open CTAs. I do not see a way to edit the Call to Action Statuses so that I can change the Category field in Cockpit Configuration.  I opened up a support ticket and was told this is similar to the issue I raised here:  https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific... I should have the abiilty to edit these configurations without having to go through workbench to do so.

343
sidhu
8 years ago
dave_derington
dave_deringtonHelper ⭐️
published in Customer Success (CS)
Call for Admin Case Studies!

Hi Community! We are very interested in learning more about the unique ways you’re using Gainsight in your organzations. Some of you may have talked with me in Fall 2015 regarding the Success for Administrators program, and I’m looking to talk with some of you in an Admin role to learn about the features you’re using, how you’ve leveraged CTAs and Playbooks, how you’re implemented Scorecards, and more. Our Marketing team would then like to leverage these as Admin Case Studies so this is a great chance for you to showcase the work you’ve done! Please note that we're primarily looking for interest at this point and will reach out with respect to interviews. If you’re interested, please contact training@gainsight.com.

200
dave_derington
8 years ago

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