Customer Success (CS)

Has anyone explored having some kind of automation within Gainsight wherein the manager of the CTA owner gets a daily notification (could be an email) with a list of overdue CTAs that are owned by his/her direct reports?

The widget Renewals Due by Health should provide the actual score or score ranges for Green, Yellow and Red labels. Since the actual score value or score range helps the leadership to understand what score is being referred to with the 3 colors. There should be more visibility into the Renewal Metrics calculation and also more flexibility into configuring the Renewal Metrics. Since it currently appears to be a Black Box such that the backend calculations/logic is unclear and the numbers that are visible in the widget are incorrect. And there is no easy way to fix it.

HelloWe have a set of playbooks that have a prefix of APS or ENT in the name of the playbook.I have two teams of CSMs that are called APS or ENT.I would like to limit the APS teams visibility to only see the Playbooks with a prefix of APS when creating a CTA. Is this possible?I have been testing out using data permissions and do not have any luck in limiting access to only a set of Playbooks with a specific prefix eg: APS Below screengrab shows example playbooks with prefix APS, this list is shown when creating a CTA. I’d like to restrict the playbooks in the list via data permissionsThe screengrab below shows an example of trying to restrict playbook access (using data permissions) based on a prefix in the playbook name

In our timeline for all companies, we are seeing the system admin changing the health score.  All seemed to have happened at the same time, but not at a time when automation is occurring.  Has anyone else run into this issue?  

Hi community - looking for some insight from our customers who currently leveraging Business Modeler to understand the impact it has had from a maintenance perspective in your admin duties? Do you find after initial setup that it does not add too much? Asking for a friend ;) 

We have Gainsight connected to Salesforce. In Salesforce Account object, we have Next Renewal Date which we have been using to send surveys 150 days before renewal which works great. That data syncs nightly to Gainsight then we query our GS data to send surveys. We are now starting to sell more multiyear contracts so next renewal date might be in 2027 but I want to have a survey sent again in 2025,2026 and 2027.  We have though of some options but we think we are overthinking it.  How do you make sure to send surveys in the middle years?  

Hi!I’m trying to update my company records using GSID in the endpoint as the key, but then when I include the gsid in the payload I get an error saying that it can’t be updated:Failed to update a batch of 50 records in Gainsight: {"result":false,"errorCode":"GSOBJ_1010","errorDesc":"Immutable fields such as Gsid cannot be changed. Please re-check your request.","localizedErrorDesc":null,"requestId":"4b28d446-0435-4abf-b94a-e91d82cd4f61","data":null,"message":"gsid cannot be modified since it is an immutable field.","localizedMessage":null}But in the documentation it says if a field is a key then it isn’t updated. When I tried to match on Name it ended up creating a brand new set of records instead of matching, even though the record names were exactly the same. Here is my request (I’m using Hex). Any help would be appreciated! post_url = "https://vertice.eu.gainsightcloud.com/v1/data/objects/Company?keys=GSID"gai

Hello Team,Is it possible to link Opportunities to more than one relationship? sometimes our oppurtunities have multiple products on them and therefore correspond to multiple relationships so we want this feature.

Hi,We’re working off of Response Rates per CSM and they’re wanting to send out NPS surveys to their contacts who have not responded yet. The problem is that they’re unable to send out individual non-anonymous links on their own. Is there a solve for this?

My company recently migrated to a new instance. I recreated a program using an email template from the previous instance. Participants failed due to the error message below. When reviewing Opt-Out settings, they are the same as the previous instance. Is there something else required in the Email Template or other JO Program settings? “Sending email failed with errors Categories configured to the opt out page are invalid at step Survey Email” 

Twice now I have taken a Milestone entry and clicked the 3 dots to Share Via Email-composed an email off of the timeline entry (modified it a bit and added some additional details) and when I click SEND EMAIL the email is blank.     How and why does this happen?

Hello,It’s weird that the Timeline API is not throwing any error if we pass a field which is not existing in the table to update. It is giving us the status 200. Assume that I am a user and I would like to update a field in the Timeline using Timeline API. As a user, If I passed a field which is not existing(because of Typo or Label name of the field etc..) in the table, Timeline API is not giving any error. And, we do not know why the expected field is not getting updated even though the status code of the result is 200. And, in the sumo logic logs, the exception/error description is not clear. It would be better to improve our APIs to give clear info to the users.

I have a use case where my company has 3 different company types in Gainsight.  Company, Client and Partner.We would like to setup a Partner specific Timeline Template, Partner specific CTA Template etc. that is only visible on Partner accounts.Currently I am not seeing a way to do this as there is only Global, Company, Relationship.Any ideas out there?

Is it possible to configure inputs within Customer Sentiment Updates to be dependent on previous inputs? For example, a user selects an input of “Merger & Acquisition” for the “Sub-Category” inputs, which triggers an input for the user to include that confirms whether the new organization is an existing customer/ in the pipeline/ NA.   

Hey Community, Wanted to check is there is any official documentation for the CTA Reason definitions? I see a couple of them already created, not sure if they were created while setting up the instance or they are the predefined ones.  

Hi Gainsight Community - good evening!I am responsible for Success@Scale at a a subscription-based Platform-as-a-Service Low-Code development platform (OutSystems). It’s a complex product (end-users are developers) with customers in all segments (SMB to Enterprise). Many customers with a complex structure with multipel stakeholders.We have traditional Field CSMs covering our top tier customers. I run the Success@Scale team with a small number of Scale CSMs that aims at extending the reach of our CS team.Currently our Scale CSMs are monitoring the whole uncovered account base looking for “negative consumption signals” to selectively engage account teams and customers. This means their attention is very diluted in a large pool of customers.In order to allow for a more structure and proactive approach

Hi,Was wondering if anyone has gotten Intercom email subscription data to pull into Gainsight using the Intercom connector? (unsubscribe or subscription type opt outs). Looking to potentially get this important data into Gainsight if we decide to use Journey Orchestrator in the future.

Hello Team,Some users have encountered an issue where, despite setting the indentation before text, upon creating a success plan builder and running a test, the values were unexpectedly changed to '0'. Consequently, many users are experiencing difficulties aligning spaces before or after the text.We suggest that the product team consider addressing this issue as an enhancement.

Dear All,We would like to invite you to participate in a survey that we are conducting on Inline Editing in Reports. The purpose of this survey is to know and hear your thoughts on a few key aspects of the feature.The survey should take approximately 2-3 mins to complete. To participate in the survey, simply click on the link.If you have any questions or concerns, please feel free to drop a comment below.Thank you for taking the time to share your thoughts with us. Your input is essential in helping us to build a feature that meets your needs.This is following the VCAM we had a couple of weeks ago  

Hi Team, Currently What ID is not supported in Programs or Rules. We have this functionality in reports to use the What ID . Any plans of implementing in the data sets of programs and rules as well ? In report builder I have this option to map the linked object and when I link it to company person , linked object is getting a look up to company person and I can expand it.   When I build a data set in programs using this ‘cockpit associated record’ object, I am not getting this option and I am unable to map to company person and  expand the linked object field

While fiddling around within the Gainsight Weekly Usage Highlights I’ve discovered that it’s quite easy to manipulate the filters to see emails of what only can be explained as all users of Gainsight from all customers. Not contacts and not just our end-users. Literally anyone who has ever touched Gainsight...  

Hi Team, One of our customers are looking for supporting following date & datetime formats in S3: Date format: DD/M/YYYY DateTime formatl DD/M/YYYY HH:MM Can we support above date and datetime formats ?

I posted this elsewhere, and it got some traction, so re-firing the conversation here in the Community. We nearly all work in Calls to Action (CTAs), as they the currency within Gainsight that folks spend time creating, updating monitoring, closing, etc. So they are important...so important that it’s reasonable to ask: “What makes for a high-quality CTA?” I wrote the following to help my stakeholders design their CTAs, and to guide them gently into best practices for a CTA: A high-quality Call to Action (CTA) has the following characteristics.Benefits the customer. CTAs should have a clear benefit to the customer. CTAs tend to be built with an internal lens, benefiting the CS team. While this is a great bonus, the purpose of the CTA itself should ultimately have customer-ben

I have users that have customized their Gainsight Home with stale reports that need to be deprecated, and I don’t believe there is a way for me to do any of these things:Force remove the reports that are being deprecated Force update specific user’s Gainsight Home See which users have customized their Gainsight Home and what those customizations are Update a specific user’s customized Gainsight Home Force update all users to use the admin generated Gainsight Home(s) Login as a user and make modifications to their configIs there some other way to approach this? I’ve attempted to contact users that show up on the asset usage report that I’ve built, but it is still relying on them to make the necessary changes. Also, there must be users out there that have custom GH and are not viewing it, and not registering counts on my report.

Is there a way to pull usage of the Customer Cheet Sheet feature within our org, either via Report Builder or other means?  We’re interested in seeing how/when/who is using the feature if possible.Thx.JJ