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Customer Success (CS)

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

  • 4,939 Topics
  • 15,621 Replies
4939 Topics
kaycee
kayceeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Ability to Clear out Previous Selection of Task Owner in Playbook Configuration

When selecting an Owner for a Task in a Playbook, once a selection is made, a user can't clear the selection out to reflect no owner. The only way we could get around this was to delete the Task and recreate it without selecting an Owner. 

220
sidhu
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Vault: We want your input!

You now have the opportunity to submit your suggestions for Vault assets via the Gainsight Vault Community page. We look forward to hearing your ideas!

310
lila_meyer
8 years ago
michelle_flink
michelle_flinkContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How do you bring the output of a customer calculation from the Rules Engine into a dashbaord?

Question: If you have created a custom calculation in the rules engine, and want to put that output into a dashboard how would you go about doing this? It seems like the only way to do this would be to create a custom field in SFDC and assign the output to that; is there another way to achieve this or is the only way to achieve this, by creating a custom field in SFDC? 

470
sam_leonard
8 years ago
sarah_couch
sarah_couchContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Looking for a data dictionary or listing of field names and source ojects

Does this exist? We're building reports on Scorecard and Success Plan data and are having to hunt for fields in the report builder. A data dictionary would come in [i]very handy.

770
sdrostgainsightcom
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Editable picklist fields on C360 page?

I opened a support ticket on this, but posting here is well in case I can get a quicker answer. I have a new field that we created on the Customer Info object that is to be a picklist with one of two options. This purpose of the field is to serve as a toggle switch, essentially, that gives our CSMs some control over the CTAs that will get triggered based on the customer engagement model.   We would have rules in place that say "If FieldX is set to A, trigger this workflow.  If FieldX is set to B, trigger this other workflow." In order for this to work, I need the field to be editable by the CSM. Under C360 Sections in Administration, I added this field to the Attributes section (I wish we could have editable fields in Summary) however when I click the field settings, the Editable field is unclickable. How can I enable this field so that it can be edited by an end user? This is a very important issue for me as the new engagement model we are developing hinges on having th

2100
matthew_lind
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Success Plan: Use a different title slide than the rest of the slides

I am starting to feel like a doofus with regard to these Success Plans. The documentation says you can optionally use a custom title layout, which I have added to my Slide Master - labeled Title - in addition to the layout named Blank,  but I cannot seem to figure out how to get the export to include my custom slide.  I have tried reordering the slide master layouts, renaming the slide master layouts, creating two Slide Masters (one Blank, one Title) each with it's own layout, and it still just exports with the basic layout (which is correctly where I want the rest of the slides to appear). Anyone have any pointers?

470
jeevan_chamarthi
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
View Inactive Rules - setting doesn't stick

I am working on cloning rules for a new team we are adding to Gainsight. I select the view Inactive rules check box. It doesn't stay selected - every time I go back to the Rules home page I have to re-select it. Very confusing

350
darkknight
8 years ago
annie
annieContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
customizable /editable field in Success Plan (Plan info)

Hi there, we are trying to adopt Success Plan and it's nice to be able to add in read-only fields. However, the existing three native field. "Description", "Action Plan" "Company Highlights" are too limiting. I'd like to 1) be able to add in new text/ editable fields, such as Account structure, Issues from the past; 2) be able to rename the existing three fields, as we don't call it that way, or as long as I can create new text fields, then the ability to take the native ones off the view. All similar to the enhancement done to the CTA customizability. In fact, if the team can directly edit in Account plan of certain non-text field, that would be even better.  One of such fields we want to be editable is the fiscal month of the clients. Currently, the CSMs would have to go back to account page, find the field, edit there. If this last bit of the request is difficult, please kindly suggest a workaround. Thanks. 

900
nitisha_rathi
8 years ago
melissa_allen
melissa_allenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
I have noticed that the "More" dropdown on the CTAs is gone.

I have recently noticed that the "More" dropdown on the CTA is gone. We had many people using this as a short cut to add notes, log calls, etc. Is this displayed anywhere else on the CTA that i am missing, or is there a way to somehow link and create that from the Cockpit and CTA page?

250
sidhu
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
February Release is Live

The 4.37 February 2016 release of Gainsight is live in your orgs. Please see our detailed release notes for more information. You're also invited to join us for a live demonstration of what's new in the February release this Friday 2/19 at 8:30am PDT. Register here! If you can't join us, register anyway, and we'll send you the webinar recording.

120
lila_meyer
8 years ago
evan_fried
evan_friedContributor ⭐️⭐️
asked in Customer Success (CS)
What's the best way to sync fields from the opportunity object in sfdc to the customer info object?

What's the best way to sync fields from the opportunity object in sfdc to the customer info object in gainsight so we can report on these fields, use them in rules, etc. We're new to gainsight and struggling with this seemingly basic task. I'm trying to pull in things like customer segment, go live date, renewal date, etc. which all live on the opportunity object. What are the key differences between pulling in fields from the account object VS the opportunity object? 

1110
evan_fried
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Reports 2.0: Need Rule Name to be associated with Automated Alert Rules object

Our rules database is getting difficult to keep track of, so I want to be able to run a report of all Rules that we can export.This Community post says that the Automated Alert Rules object is the one to use, but there appears to be no 'Rule Name' field.https://community.gainsight.com/gainsight/topics/is-there-a-way-to-report-on-the-rules-in-the-rules-engine I opened up a support ticket on this and they confirmed Rule Name is not available and the following workaround was suggested:  "For what its worth, I am in there looking at it right now and the only workaround I can see aside from creating an .xls would be if you copy and pasted the rule name to start off the description. i.e. Rule Name - Description. Still would be cumbersome though" Cumbersome indeed.  I rather feel this to be a bug because in other objects such as Playbook, CTA, Task, the Name or Subject is available - without them you would have no idea on which instance of each you are reporting. The same should b

310
sumesh
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Unable to assign owner to Success Plan

When I try to assign an owner to a Success Plan objective, I hover over the Owner field and it has a red "No" symbol. I thought perhaps it was because there was no CSM assigned to the account so I assigned myself in that role - still cannot assign. I also cannot Save the objective without being able to assign an owner so kinda dead in the water on proceeding with our implementation of Success Plans. Currently waiting on an update from support, but wondering if anyone else has had this problem?

650
nitisha_rathi
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
C360: Expanding Width of Fields loses right edge

When you expand the width of fields in a C360 Section based on a report, say Opportunities or Tasks, the right edge goes out of sight. Now you have to start reducing other column widths to get back the fields to the right. There should be an automatic scroll bar.

460
darkknight
8 years ago
candace_jones
candace_jonesContributor ⭐️⭐️
asked in Customer Success (CS)
automate tags

What is the best way to automate tags via the rules engine? I am building a rule that looks for a selected field in SFDC and applies the tag based on that criteria. We are able to see the tag options in the Action section, but it appears that it allows you to only switch tags (e.g. IF Tag A then switch to Tag 😎 rather than apply a tag for the first time.  Any help is greatly appreciated!

160
candace_jones
8 years ago
dan
danContributor ⭐️⭐️
asked in Customer Success (CS)
Report last modified date on Scorecard

Is there a good way to report on the last modified date of a scorecards comments? We would like to pull a list of scores that might be stale and need to be updated.

1090
smorrisgainsightcom
8 years ago
candace_jones
candace_jonesContributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to personalize chart and graph views?

I have a set of charts and would like for them to update based on the viewer. For example, we currently have bar graph shows total # of clients in each tier. I would like for that graph to respond and only show the # of accounts for the current. Is that possible? I was able to do this for Customers and Scorecard views but am not seeing a way to do this for graphical representations.  Thanks!

330
candace_jones
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Truncating Comments Pushed to Salesforce

Everyone here does not have access to Gainsight yet. There are some fields we push from Gainsight to Salesforce for visibility to different teams. However, the field in Salesforce has a 250 character limit. The limit in the scorecard field of Gainsight is a lot larger.  Because of this it cause the rule pushing to Salesforce to fail for any comments longer than 250 characters. Can we implement a character limit on the field in Gainsight or setup a right trim when the comment is pushed to Salesforce? Or if you have another suggestion, that would be great!

2510
lane_h
8 years ago
ed_bazel
ed_bazelContributor ⭐️
asked in Customer Success (CS)
Is there any progress on the accuracy of Sponsor Tracking?

Is there any progress on the accuracy of Sponsor Tracking? We are new to Gainsight but are getting a poor response rate to Sponsortracking. This was a very attractive feature that influenced our buying here. So any and all updates will greatly be appreciated for our team. Thanks!

480
gaurav_kotak
8 years ago
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.

260
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.

1130
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 %.

580
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

560
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?

680
manu_mittal
8 years ago

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