Customer Success (CS)

SUMMARY  An Emergency Hotfix was released as follows:  Wednesday, June 29th 2016 between 3:30 AM and 4:30 AM CST   This release was to fix an issue identified in backend rules component.  During this release Rules  were in hold state for about 60 Minutes. Soon after the deployment,  all queues have resumed as normal.   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.

We have two primary systems that collect different types of client data: We use SalesForce as our system of record and this is where our internal employees capture detailed account & contact information. We also have a learning and engagement application where our clients self-register to  take training, post questions register for live sessions, etc. There are contacts in this application that are not in SFDC. Right now, we feed data from the learning application to Gainsight that includes name, email address, company and the contact’s learning/engagement activity. This is then aggregated and displayed in dashboards on the C360 in Gainsight. My question is this: Is there a business rule we could write that would compare the email address of the contacts imported from the learning application with contacts in SFDC and provide a lis

Our Scorecard Summary dashboard is not scrolling down far enough to view all accounts or allowing to select page 2 if necessary

CSM Feedback:  "I cannot right-click and open a new tab in a new window from the left nav"

I'm trying to create a CTA that will trigger when a customer attends a webinar. This data is displayed via our Marketo Sales Insights visual force display in Salesforce. This data isn't captured in an SFDC object however. Does anyone have any experience with doing something that can help me alert folks when someone registers and or attends a webinar etc?

In an older version of this documentation, it was shown that it was possible to hide NPS Question Headers (such as "Not at all likely" or "Extremely likely") on a per question basis.  See this screenshot for an example. The documentation has since been updated as that functionality has either been removed or was never implemented, but I would find it to be useful to be able to hide NPS Question Headers, and even more useful if I could even edit NPS Question Headers. Any chance this feature could get added back in?

This thread is for the Admin Office Hours session for Thursday June 23th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.

SUMMARY  Gainsight will be deploying a MDA release as follows:  On Thursday, June 23, 2016  between 12:30 AM CST & 3:30 AM CST This deployment includes some (backend) feature enhancements and minor bug fixes. During this deployment window, MDA components  (Gainsight Backend Infrastructure) will be in hold state. Once the deployment is completed, all queues will be resumed as normal.   Delays are expected in execution of Rules, Data Processor etc.     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 

We have our executive view where we have some general scorecards that roll-up into another scorecard. Is there a way to hide the scorecards that specifically have the measurements?

Does anyone have experience setting up a desk.com integration to pull support ticket information into gainsight? My understanding is that the desk data needs to be integrated into Salesforce, and then from Salesforce to Gainsight. Any insights are greatly appreciated. Thanks!

I have come across several times where I need to write a rule to either include or exclude null date fields. However, this doesn't appear to be an option: Sometimes the field has yet to be populated (ex. Ticket hasn't been closed yet). Or we need to determine what data needs to be fixed. It would be great to be able to pull null fields for dates in rules.

We have created some additional CSTask settings in our environment. In addition to OPEN we have Closed - Complete Closed - Incomplete  Closed - Not ApplicableWhen I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view.  I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it

Is it possible to place a character limit on the comments section of a CTA? Perhaps a limit of 140 characters or so. We are having a problem with CTAs when they sync back to SF after close, and we think it's because the comments are too long. Below are snapshots of the rule that we created, in case that's the issue here. Thanks! .

June T-Shirt Contest: We're having a Vault contest this month that everyone can win! For every customer who downloads 10 or more Assets from Vault this month, you'll receive 1 Gainsight t-shirt (your choice of size). Webinar Recording: This morning we hosted a webinar on How to Take Advantage of Vault. Here is the recording: https://vimeo.com/170828569 Here is the deck: https://drive.google.com/file/d/0B97XQutn6k0oU1RLX1dvZ2FSbUk/view?usp=sharing

SUMMARY  An Emergency Hotfix was released as follows:  Sunday, June 19th 2016   between 4:00 AM and 5:00 AM CST   This release was to fix an issue identified in Gainsight backend component.  During this release Rules and Data-processor were in hold state for about 45 Minutes. Soon after the deployment,  all queues have resumed as normal.   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.

I want to change the default Dashboard (layout) that is visible in the Gainsight tab. Where can I do that?

I noticed a CTA create rule stopped firing and when I look at the rule now it will not show me the Run History and when I try to preview results i get that error above.  None of the referenced fields have changed so I'd like to see if anyone's had this problem before and how they fixed it.  I'm just oging to recreate the rule for now.

This thread is for the Admin Office Hours session for Thursday June 16th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.

When we do a "book of business shuffle" new AMs are assigned to Accounts. We'd like to have a rule that detects this, and along with other criteria, allows for the creation of a "New AM Assigned" CTA. This would serve as an action item for the CSM to contact the Customer and introduce themselves. Is there a way to detect a change in the assigned AM. We use a custom field on the Account for this. We have track history turned on for it, but I don't see a way to detect this within Gainsight. The only other idea I have is to create a custom field called "New AM" and set it to True when the new AMs are assigned, and then clear it at some point, maybe when the CTA is resolved. Seems like a lot of overhead to track something in the system. Looking for thoughts and ideas! thanks Kristin

At this point, hopefully you've had a chance to check out Gainsight Vault, our best-practice library of ready-to-use Gainsight assets. While the feature started with just Playbooks and Surveys, it has now grown to include Email Templates and Rules. What have you found most valuable or tracked the most use from in Vault? What would you like to see added to Vault in the future? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday June 15th @ 9am PST where we will be discussing this topic! Click here to register. 

Hello Gainsight Community, We are excited to announce a new contest! The challenge is simple: post your best practices on Community under "Gainsight Best Practices" or "Customer Success Best Practices" and receive points as detailed below. Prizes: The top 3 users will win free passes to CSU Online. In addition, all participants will be entered into a raffle for Gainsight swag. So how does it work? You will get the following points for each action: 50 points f

The setting for the CTA Action Owner Field is getting lost. I have a rule, Sales:Adoption Over on Seats (NA Commercial) Week #1 that I cloned and then edited. I modified the schedule for the rule. Somewhere along the line the Owner Field was blanked out. The result was a large number of CTA getting assigned to me (annoying), but then I noticed that some of the CTAs were for other rules. The Owner Field on those "Sales:Adoption" rules was also cleared.  Now I am trying to update that setting, and the updated value is not saving.

Customer Question:  For CSM teams with a 1:many model, does anyone track webinar attendance as a touch? We'd like to funnel registration information from GoToMeeting (Webex) into GonG and automate a follow up but there is currently no integration from Webex to SFDC. Is there another way to accomplish this goal? 

This thread is for the Admin Office Hours session for Thursday June 9th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.