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Customer Success (CS)

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  • 4,920 Topics
  • 15,551 Replies
4920 Topics
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. 

502
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? 

1374
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

514
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

611
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.

261
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
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.

434
raja kuditipudi
9 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

494
naquiyah_cash
9 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?

593
elaine_cleary
9 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.

582
zoe_lengyel_a8bd22
9 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.

431
sidhu
9 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. 

301
sidhu
9 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.

735
anthony_sabato_be321d
9 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
chad_horenfeldt_c2ba52
chad_horenfeldt_c2ba52Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Measuring team on CTA performance

How do people track / measure their team on their ability to work through their CTAs? As an example, I would like to see percentage breakdowns by CTA type (risk, event, opportunity) and even down to a specific CTA. Is this possible? I also have heard that some people have created Milestones and tracked it this way.  Any insight / examples would help. The standard leaderboard in the Cockpit isn't sufficient

715
bmosesgainsightcom
9 years ago
jason_macmurray
jason_macmurrayContributor ⭐️
asked in Customer Success (CS)
Export Entire report, not just first page

When exporting a report from the Reports interface that has more than 300 rows, it is super painful to have to run the export numerous times.  Exporting the report should export all rows in the report, not just the ones that are visible.  Understandable that you paginate your results on the screen but Excel can handle that export no problem.

371
sumesh
9 years ago
john_nunziati_612357
john_nunziati_612357Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Add "Chart Options" to reports showing in Table format

It would be great if we could have the "Chart Options" choice for tables. This would be useful for Chart Sorting in Ascending/Descending order by default instead of requiring CSMs to double click on the column they want to sort by. This would be very helpful in tables that show largest customers, or largest portfolios by CSM, etc. It seems like this wouldn't be a very difficult feature to add and couldn't really cause any problems.

352
john_nunziati_612357
9 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
New Training Video: How a Gainsight CSM Uses Cockpit

In this 9-minute video, you'll hear Gainsight's own Customer Success Director, Elaine Cleary, share her tips and best practices for using Cockpit and CTAs to get organized, take action, and manage her workload.

720
lila_meyer
9 years ago
holly_watson
holly_watsonContributor ⭐️⭐️
asked in Customer Success (CS)
Internal Survey Name Needed

Currently when you create a survey you are required to give it a title. This title is shown in the header and is visible to recipients. Because of this, I am limited on what to call my surveys that satisfy both a good UX and internal filing/reporting. It would be nice to create a title that is only internal. 

392
holly_watson
9 years ago
nikka_mathur
nikka_mathurContributor ⭐️⭐️
asked in Customer Success (CS)
Recording of Gainsight on Gainsight: Risk Management framework Webinar now available

In case you missed our weekly Gainsight on Gainsight webinar series this week on our Risk Management framework, you can access the recording here.  Don't miss the upcoming webinars. Sign up here!

330
nikka_mathur
9 years ago
sarah_couch
sarah_couchContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reports 2.0: How can we Group by Fiscal Quarter rather than Calendar Quarter

We'd like to Group reports based on Fiscal Quarter but it appears that we are only able to group based on calendar quarter. Is there a way to indicate Fiscal quarter in grouping?

1844
tom_wix
9 years ago
kiersti_felska
kiersti_felskaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
C360 Account Fields

I know i can pull this into the attributes but it does not allow you to edit and it also does not allow modification to the layout of the section.  So I am looking for a way to pull some text based account level fields into the 360 view that will allow the CSM to see what is housed in the field but also edit if required. Any ideas on how to make this possible?

602
sidhu
9 years ago
david_66c3dd
david_66c3ddContributor ⭐️⭐️
asked in Customer Success (CS)
Automating Recurring Events in the Rules Engine

We have the use case for an account that has product X, create an event CTA every second monday of the month that fires the playbook "account health check". When I went through support they explained I could manually add an event to an account and schedule it recurring but this has some drawbacks.  1. All of the recurring CTA's are fired all at once, this really clutters the cockpit with CTA's. 2. You can't assign a playbook, and so you would have to manually add tasks to all of those CTA's 3. You can't automate the assignment, so as new customers sign up you are creating the recurring CTA/tasks manually.  I understand ideally your account health checks would be risk CTA's that fire on conditions. It would be useful for people starting out in success, new product offerings where data integration to gainsight hasn't happened but the product is being sold, or where the data for risk CTA's isn't available to Gainsight but in another system; this may be a good stop gap as you b

1352
david_66c3dd
9 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Advanced Rules Engine Training Coming Up! Don't miss it!

Attention, Gainsight Admins! Marie Sahrmann from Gainsight is leading a session next week on Advanced Rules Engine Usage. If you're responsible for building rules in Gainsight, you don't want to miss it! Register here Topics covered: learn how to configure rules to trigger CTAs based on a drop in usage, how to set a scorecard measure, and how to trigger emails. We'll also cover use cases for advanced filters, action-level criteria, and calculated fields.

130
lila_meyer
9 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Announcement: New Advanced Rules Engine Training Session

We're offering a new Admin training webinar on Advanced Rules Engine Usage hosted by Marie Sahrmann on July 16 from 8:30am - 10:00am PDT.  Register here!

110
lila_meyer
9 years ago

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