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Customer Success (CS)

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4856 Topics
brittany
brittanyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible to duplicate surveys?

I'm wondering if it is possible to duplicate an entire survey? This would be useful if you want to reuse a survey that was already closed. Maybe it's there and I'm missing it. Let me know!

4
brittany
8 years ago
dave_derington
dave_deringtonHelper ⭐️
published in Customer Success (CS)
1:Many Rules Engine and Reporting Workshops - Updated Schedule and FAQ

Our 1:Many Sessions on Rules Engine and Reporting has newly announced dates.  Registration links are provided below: Friday, November 6th @ 1:00 - 2:00 PM PT/ 3:00 PM CT Wednesday, November 11th @ 8:00 AM PT / 10:00 AM CT Register - Thursday, November 12th @ 2:00 PM PT / 4:00 PM CTAn FAQ is now found here:  FAQ - 1:Many  Rules Engine/Reporting Workshops To make these sessions really valuable - please send your questions in advance to training@gainsight.com. We’ll review in advance and select great ones to share in the Webinar.

150
dave_derington
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
November's Stellar Lineup of Webinars

November 4 @ 9am - 10am PST -- Gainsight Customer Lifecycle CTAs -- Register Learn about our own Customer Lifecycle CTAs from Gainsight CSMs that use them every day! Hosted by Michelle Macksood and Tracy Zundel from Gainsight's Customer Success Team. November 11 @ 9am - 10am PST -- Success for Administrators: Rules Engine and Beyond -- Register Learn more about our Success for Administrators program, focused on improving resources for Gainsight Administrators. We'll review the new Rules Engine Tutorials and also introduce 1:Many Rules Engine/Reporting Workshops. Hosted by Gainsight's Manager of Admin Success, Dave Derington. November 12 @ 10am - 11:30am PST -- Gainsight Product Roadmap w/ Karl Rumelhart -- Register At this quarterly webinar, learn about our long-term Product Roadmap from our VP of Product, Karl Rumelhart. November 18 @ 9am - 10am PST -- Day in the Life of a CSM -- Register Our CSM Chris Beaven will explain the many ways h

190
lila_meyer
8 years ago
brandon
brandonContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
News widget

Has anyone integrated a latest news widget into the C360?  I had a request come in and I think it's a great idea but not sure what's out there.  I'm sure I could use InsideView somehow but we don't have a license on it and I don't quite like the layout.  Any other tips?

1
marie
8 years ago
dave_derington
dave_deringtonHelper ⭐️
published in Customer Success (CS)
Announcing - 1:Many Rules Engine and Reporting Workshops

Have a question about Gainsight’s Rules Engine or Reporting functionality?  Starting the week of November 1st, 2015 we will begin new bi-weekly workshops.  Upcoming dates and links to these sessions are as follows: Tuesday, November 3rd @ 7:00 AM PT/ 9:00 AM CT Friday, November 6th @ 1:00 PM PT/ 3:00 PM CT These sessions will differ from our standard Rules Engine Office Hours, featuring a group (1:Many) format with the following structure: Featured questions, applicable to a broader audience Tips/Tricks for Rules Engine and Reporting General Q&A Please send your questions in advance to training@gainsight.com. We’ll review in advance and select great ones to share in the Webinar.

160
dave_derington
8 years ago
tom_wix
tom_wixContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
URL link in survey email - any way to make it a hyper-link ?

Any way to configure the survey emails to use a hyperlink.   I attempted to use <ahref> within the SFDC email template, but that did not seem to work.  Perhaps this item  might be an idea for an improvement ? thanks

3
andrew_cummins
8 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Stop non-admins from editing playbooks

We have a large organization and thousands of CTAs with playbooks firing each day.  We cannot run the risk of a non-admin editing a playbook that relates to a CTA for the rest of the company.  

3
sidhu
8 years ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Has anyone integrated Absorb LMS as a data source?

Has anyone successfully integrated Absorb (a Learning Management System) as a data source for Gainsight? We know when we run analytics that users who complete the Certification programs we have built are more engaged and better adopters of our platform. The request is arriving for me to integrate Absorb as a Gainsight data source. Thus, we could spot Opportunities (we're seeing a high number of certified users, so our Sales team should be prepping to sell more seats) or Risks (a customer completely stops enrolling its users in Certification, often a sign of a competitor). Thus far, I've successfully integrated with SegmentIO, but this Absorb request is another beast entirely. Any ideas from the crowd?

3
matthew_lind
8 years ago
dave_derington
dave_deringtonHelper ⭐️
published in Customer Success (CS)
Announcement: Rules Engine Tutorials Now Available!

Over the past few months we've talked with many admins about things that will most help you use Gainsight from a technical perspective.   We have completed a series of tutorials focused on the Rules Engine based on common things you may encounter.  They can be found in the Rules Engine section of our Support site, and all 10 are linked below:  Tutorial - Performing Field Comparisons Tutorial - Use Rules to Detect Data Issues in Salesforce.com Tutorial - Setting Usage Data Metrics to Zero for Period X Tutorial - Create CTA from Usage Data Using Calculated Field Tutorial - Loading Red/Yellow/Green Status to Scorecards via the Rules Engine Tutorial - Identifying Accounts Without Sponsors Tutorial - No Support Tickets in 30-Day Window Tutorial - Trigger Onboarding CTA when New Customer CTA Closes Tutorial - Use Rules Engine to Pull CSM Field from Account Team to Customer Info Tutorial - Creating Milestones via the Rules EngineThese are meant to provide additional

260
dave_derington
8 years ago
kati_kamilova
kati_kamilovaContributor ⭐️
asked in Customer Success (CS)
Changing CSM's in SF does not sync with Gainsight

We assign accounts to our CSM's via Salesforce which after customer load rule is synced to Gainsight. However if we change the CSM in Salesforce, it is not changed in Gainsight. I have to manually go to every account and change the CTA's to a new CSM- which is very time consuming. Can this be changed? Or  is there a solution for this? 

5
sundar
8 years ago
jeffrey_coleman
jeffrey_colemanHelper ⭐️
asked in Customer Success (CS)
Need to be able to Group By Date/Time fields

I'm trying to build a new report that shows the cases logged by accounts over the past 90 days. I went to drag the (Salesforce standard) "Created Date" field into Reports 2.0 and can't. Apparently because it's a Date/Time field. Am I missing something?

3
sumesh
8 years ago
anjanette_hillmendoza
anjanette_hillmendozaContributor ⭐️
asked in Customer Success (CS)
Dollar Values within Gainsight_Over the Thousands

There are two places within Gainsight where our roll-up dollar values are showing inconsistently or where it's confusing when you look at the numbers.  For instance, in the Customers tab, my total revenue is $252M and yet in the summary tab it is showing as $252,809K.  Additionally, in the Customer 360 our AUM (Assets under Management) for our customers which can and often does go in to the billions for Financial services firms, the totals also show as a 'K' rather than either the true number or with a 'B'.  Notice that the AUM to the side in the Summary shows the true number where the roll up of AUM in green on screenshot #1 shows the 'K'. I've attached both screen shots here for your review. 

2
becky_thomas
8 years ago
david_66c3dd
david_66c3ddContributor ⭐️⭐️
asked in Customer Success (CS)
Creating CTA's and Playbook's outside of the rules engine

I want to manually load a spreadsheet of CTA's /w Playbook's to accounts I have pre-identified, via DL.io... Does anyone have a csv template for this or has done something similar? 

4
smorrisgainsightcom
8 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can you flag a CTA to lets say a Product Manager who has a view only license?

Just wondering If lets say a CTA was created on a product issue and a CSM wants to highlight it to the Product Manager who doesnt really need to be in GS on a daily basis but could use the cockpit on meetings or just have a look at the product issue asks and fixes to plan for the roadmap of the product. Can they get this flagged CTA on their view only license? and if so how would they see it? Or could they signup to get notified via email? Just wondering the view only license use case. Thanks Naquiyah

4
yossi_truzman
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
IMPORTANT: Zendesk Integration

UPDATE from Gainsight 10/16/15:  Zendesk security issues have been resolved and it is live again! The new version is available on the internal Zendesk App marketplace and will be available on the public site in the next day or so. Please note that you MUST be on Gainsight V 4.33.1 to deploy the integration. This version was automatically pushed to all customers yesterday who have not opted out of Gainsight automatic upgrades.  FOR MORE INFORMATION If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com. ---- From 10/3/15: If you installed our Zendesk integration app, we recommend that you uninstall it, or hold off on installing it, until we fix a security issue.  We have a security issue in our Zendesk connector that we released this month. The issue is that once a Gainsight user authorizes MDA and then enables Zendesk integration, any user/agent in Zendesk is automatically logged into SFDC as the user w

601
emily_mcdaniel_629a86
8 years ago
emily_mcdaniel_629a86
emily_mcdaniel_629a86Gainsight Employee ⭐️⭐️
published in Customer Success (CS)
Service Incident - Cockpit Chatter: New Editor Overwriting Pre-filled CTA Details

SUMMARY Salesforce has introduced a new editor in Chatter which is causing the pre-filled information from the CTA to be removed when you start a Chatter post from a CTA in Cockpit or C360.  The Gainsight team has identified a solution for this issue and will provide a fix as soon as testing is complete.  UPDATE  October 15, 2015: This issue has been resolved within patch release 4.33.2. This patch has been pushed to all customers who are not on our opt out of auto upgrade list.  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.

261
emily_mcdaniel_629a86
8 years ago
julia_guyadeen
julia_guyadeenContributor ⭐️⭐️⭐️
published in Customer Success (CS)
Create Objective CTAs from Rules Engine

We'd like to automate the process of creating Success Plans based on criteria the sales rep identifies in Salesforce. Currently it's not possible to create an Objective from the Rules Engine – adding that functionality would dramatically decrease manual effort from our CSMs to create the initial Success Plan.

620
julia_guyadeen
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
cursor not appearing

I have users using the Firefox browser. When they edit a task via Cockpit, the cursor (the vertical line showing where you are typing) doesn't appear. It makes editing tasks quite difficult.

4
raja kuditipudi
8 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Associated Contact field in CTA

Hi  I am trying to understand how best to use the associated contacts field within a CTA?  I cant bring it in any reporting or criterias to create rules so wondering what that field is there for? Maybe something im missing Thanks

4
naquiyah_cash
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
GS Widget in SF1 app?

Does anyone know if the GS widget is viewable in the SF1 app?

3
elaine_cleary
8 years ago
zoe_lengyel_a8bd22
zoe_lengyel_a8bd22Contributor ⭐️
asked in Customer Success (CS)
Survey Scale issues with survey creation.

Best Practice NPS is to display scales horizontally 0-10. It seems Gainsight does not allow the scales to be set horizontally? I also need to able to label the ratings or stars with their respective meanings. How do I accomplish this in the tool?  These are showstoppers for us.

2
zoe_lengyel_a8bd22
8 years ago
kiersti_felska
kiersti_felskaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gainsight Task Status

We need to add in additional statuses in the task status pick list within Call To Actions.  I thought i had the right Custom field (CSTask.JBCXM__Status__c) and added in the additional items but they don't display within the dropdown within the UI.  See screenshots of CTA Task UI any guidance would be greatly appreciated.

1
sidhu
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Can still create Alerts from NPS tab > Detailed Responses

On the NPS tab > By Survey > Detailed Response table > under the 3 orange dots, users can select Create Alert.  Shouldn't this be removed or switched to create CTA? This is one of at least two places tied to Surveys where users can create Alerts. The other is in Surveys > Set CTAs. 

1
sidhu
8 years ago
kiersti_felska
kiersti_felskaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Scorecard Comments

Looking for a way to have a report that will display the scorecard color, comments and date the comments were inserted but I am not finding this easily within reports 2.0.  any guidance would be awesome.

5
anthony_sabato_be321d
8 years ago
emily_mcdaniel_629a86
emily_mcdaniel_629a86Gainsight Employee ⭐️⭐️
published in Customer Success (CS)
Service Incident: Unplanned sFTP Outage - September 3, 2015

Start date of incident: 9/3/15, Around 4pm CDT End date of incident: 9/3/15, 11:25pm CDT Description of incident: sFTP Outage What was the impact: Customers who had jobs set up to transfer data to MDA during the outage received a "connection refused" message Next Steps for Affected Customers:  Repost files and notify us to trigger their load or send the missing data in the next load 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
9 years ago

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