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Customer Success (CS)

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

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  • 15,626 Replies
4939 Topics
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
November Release 4.34 is Available

The November release is live in your Gainsight org. Here's a summary of the major enhancements available: Gainsight Vault for best practices content: download best-in-class playbooks and survey templates Click-to-Call: click an account or contact’s phone number in Customer 360 to make a softphone call Email dashboard reports as PPT attachments to internal users on a schedule Success Plan templates: apply templates containing Objective CTAs and tasks to Success Plans Rules Engine Timeline view: visualize your sequence of scheduled rules and execution history Relationships: ability to create CTAs and Scorecards per Relationship type For more information, please read the release notes.

120
lila_meyer
9 years ago
joo_boesso
joo_boessoContributor ⭐️
asked in Customer Success (CS)
Same color graph

Tried to use the analytics feature on customer a couple of time but had this graph with the same color for two different groups.

620
sidhu
9 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Team Dashboard Help

We have 5 team leaders that I have created team dashboards for by using Success Rep = John Doe or Success Rep = Jane Doe, but that's painful as anytime a team changes, adjustments have to be made to each report of the dashboard.  Our User Info page in SF has reporting information (Jane Doe reports to Bob Smith).  It would be great to be able to leverage that.  I found a few workarounds posted, but they all seem just as manually intensive as my current workaround.  Any suggestions for how to utilize the reporting hierarchy in SF in GS?

570
marie
9 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reporting on Null Values

Hi  Wondering if this is possible. One of the reports I want to create for the execs is for them to see accounts who are renewing in the next 60 days that perhaps have not started working on a particular Strategy 2 and so on. I can see accounts that have strategies but cant bring back all accounts that do not have strategies active. Any ideas? Thanks Naquiyah

2530
naquiyah_cash
9 years ago
annie
annieContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Ui limitation - c360

Hi there,  Currently the product puts a limit on the # of fields allowed for the summary section. I understand the balance/concern on loading time. However, need some help on the UI improvement as it's getting difficult.  1. Summary section.  I've already used up my 12 fields limit. But need a couple more there. they are from different objects so using report 2.0 to create a new section is very space inefficient. Also, it's a lot to ask for the CSM/team managers to wait for 30 seconds for all the sections to load, and click on a section that is after #5 to find an important summary field for the account. To present it differently, there are more than 10 reference fields that I would like to put at the fingertips of the CSMs. Again could be from different objects. Need a better way to deliver it in the UI so that it stretches the click through journey for something basic.  2. Section created by Report 2.0.  I appreciate the improvement of section tab via

830
annie
9 years ago
brittany
brittanyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Survey Completion Link to Splash Page

I'm wondering if it would be possible to link to external (outside of GS) pages upon survey completion. Our use case would be that if a customer gave us a positive NPS score they could be automatically linked (or given the option to click a link) to review us on an additional site. Anyone know of a way to make this happen? I tried just creating a question with the link in the question but it wouldn't hyperlink.

1080
brittany
9 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Playbooks associated with Rules

Wondering if there's a way to create a report to show which playbooks are associated with rules or which rules have playbooks associated with them.

740
heather_hansen
9 years ago
kati_kamilova
kati_kamilovaContributor ⭐️
asked in Customer Success (CS)
Reason why survey was not delivered

According to our survey analyses we have some surveys that are not delivered. I can see to whom they were not delivered, however not the reason.  For example if the reason was invalid email address then we can update our records accordingly.   Is there somewhere we can see the reason? Thank you. 

370
gaurav_kotak
9 years ago
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!

850
brittany
9 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
9 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

200
lila_meyer
9 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?

550
marie
9 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
9 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

860
andrew_cummins
9 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.  

390
sidhu
9 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?

1110
matthew_lind
9 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
9 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? 

740
sundar
9 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?

670
sumesh
9 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. 

500
becky_thomas
9 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? 

1390
smorrisgainsightcom
9 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

510
yossi_truzman
9 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

610
emily_mcdaniel_629a86
9 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.

260
emily_mcdaniel_629a86
9 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.

640
julia_guyadeen
9 years ago

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