Customer Success (CS)

We have temporarily suspended Sponsor Tracking notifications while we address an issue that was causing false positives to be triggered in Sponsor Tracking.  These issues are due to a recent change in how LinkedIn profiles are formatted.  Gainsight Users will not receive any notifications of tracked sponsors during this time.  We will notify you once this is re-enabled - expected to be around 11/13.

One of our CSMs created a recurring CTA for monthly review calls,  and in doing so, the recurring CTAs have the correct due date, but when she adds the playbook, the task due dates are showing based off the CTA create date and not the CTA due date.  I was thinking that if she waited the add the playbook until the CTA was due that would correct, but it would still show the CTA as being assigned on the day she set the recurrence.  Any suggestions?

We are offering our next 1:Many session on Monday, November 23rd.. 1:Many Admin Office Hours - Monday, November 23th - 1:00 PM PT / 3:00 PM CT The name has changed slightly for these sessions, but the focus is the same. We encourage sending your questions in advance; we'll review and prepare for a great discussion! You may also post questions in response to this thread or email me direction at dderington@gainsight.com.

Our CSMs would like to have a Comment field added at the Task level (similar to how it is at the CTA level) as there is often reason to capture notes or link to an external document related to that particular Task, especially if there is a need to explain circumstances around the closure of an individual Task.

SUMMARY We have identified an issue with token or survey link replacement that may occur when sending large outreaches or emails (over 1000 recipients in one outreach).  We have had three customers encounter this issue. The Gainsight team is still working to pinpoint the root cause of this issue and identify the full solution.   OPTIONS 1.  Remove tokens for large email sends and replace with general salutations.  Images and other components are being sent correctly. 2.  Construct the power lists so that each outreach is smaller (under 1000).  This will reduce the likelihood of the token replacement issue being encountered. 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 submitting a ticket via our Support portal or sending details to&

I'm setting a scorecard value but some results are failing while others are updating successfully. This is the error:  Attempt to de-reference a null object. The Failed Records log I receive after it runs is blanks so I'm having a hard time troublshooting what about specific records 

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.

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

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?

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

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

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.

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.

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. 

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!

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

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 @ 10a

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?

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

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

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.  

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?

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

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? 

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?