Skip to main content

Customer Success (CS)

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

  • 4,920 Topics
  • 15,550 Replies
4920 Topics
2
2percent_jazzContributor ⭐️
asked in Customer Success (CS)
Is it possible to connect a Timeline entry to a CTA using the outlook plugin?

When reporting on TL entries associated to closing a CTA, we are struggling to find a way to link the TL entries initiated using the Outlook Plugin to the CTA.  Without that Context ID of “CTA” the TL entry is orphaned from the CTA it was meant to close.  Is there a way to associate TL entries after they have been made back to a CTA?

461
Vipin
1 month ago
N
nicolehajekContributor ⭐️
asked in Customer Success (CS)
Inline survey not populating in JO

I have created a Generic Survey and added the survey to a template using the “question” survey type. When I go to add this survey to my JO program, I cannot select the ‘question’ in the set up of JO. Please let me know what i am doing wrong! thank you!

211
matthew_lind
1 month ago
D
Daryl PortchContributor ⭐️
asked in Customer Success (CS)
Timeline entries back to hubspot

Is there a way to post timeline entries back to hubspot company activity?If not is it possible through API, Zapier etc?

251
Mdsingh
1 month ago
S
SamContributor ⭐️
asked in Customer Success (CS)
How do I add a running total (cumulative sum) based on dates in Report Builder?

I have data in Gainsight that returns 1’s and 0’s for each entry. I want to create a running total or cumulative sum of 1’s for every date entry. How can I do this using the ‘add formula field’ feature in Report Builder? TIA 

1113
S
1 month ago
C
Conor6Contributor ⭐️⭐️
asked in Customer Success (CS)
Weird issue with Milestone rule

I have created a rule that checks when 2 specific CTA’s have been closed. There are 2 actions in the rule both create milestones of the same type but for different reasons. For some reason the first action works fine, it creates the timeline entry and also appears in the customer journey widget. The second action also appears to work and can be observed to work in the execution logs, however no timeline entry is created and it does not appear on the customer journey widget either. Has anyone else had this problem? Any advice would be appreciated!

875
D
1 month ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Summarizing open risk CTAs at a Company level (or anything else that has multiple records per Company to be summarized in a multi select)

If you use CTAs for managing and reporting on risk, you might get requests like this from the business:Can you add the open risks to [XYZ] report?How can I see a summary of the open risks on the account from the [company level] report? How do you report on risks using objects not sourced from Call to Action?Here’s how we accomplished this using a multi-select field! Step 0: Add your new multi-select field to Company objectOurs is called “Open Risks” Step 1: Create a custom object that will be your “flattened object”I titled mine “Flattened Object for Open Risks.” The purpose of this object is hold one record per company with each “open risk” being its own column. The dataset columns will be each of your risk types.Be sure to include a string field called “Null value.” You’ll use this later when creating the multi-select. Step 2: Create a rule to load to your flattened objectTo get data in your new custom flattened object, create a rule to fetch from Call to Action.First, fetch from the

521
benwanlessmenlo
1 month ago
L
lira.bContributor ⭐️
asked in Customer Success (CS)
Bounce and Out of Office replied email after sending comms in JO

Has something changed? I am a heavy JO user and we normally send emails to our customers. Sender is our c-suite with the reply to email being someone else (team or individual email) I just received a bunch of forwards from my c-suite exec on bounced emails and Out of office replies. This is has not happened before.My only guess is that something has changed or is something wrong with our set up. Has anyone experienced this or is it new? 

294
dayn.johnson
1 month ago
D
DStreetExplorer ⭐️⭐️⭐️
posted in Customer Success (CS)
Customer Obsessed = Customer Advocacy

Develop an overall understanding of each client’s business, their product utilization, and their relationships.

160
D
1 month ago
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
Report of Customer Goals associated with Success Plan for Snapshots

We are creating a success snapshot that includes a report of Customer Goals. We can choose the company and success plan for the snapshot to reference, however, for the report, we can’t seem to only show the goals associated with the success plan selected - it shows all of them.Is there a way to identify goals associated with a customer’s specific success plan so that only those are included in the snapshot?

19912
revathimenon
1 month ago
shayerisen
shayerisenGainsight Employee ⭐️
posted in Customer Success (CS)
Upcoming Gainsight CS October 2024 Release Sneak Peek!

Hello Everyone,This is to inform you that for the Q3, October release, there will not be an Early Access to Release Notes document available. Here is a high-level list of tentative items you can expect in the Q3 Gainsight CS release:Scorecard Optimizer - Improvements to Setup and Model Results*  – We understand that optimizing scorecards is a challenge for many customers, as assessing their effectiveness and choosing the right weights and thresholds requires complex data analysis. This makes it difficult to predict churn and expansion accurately, which is crucial for efficient Customer Success operations. *Please note the Scorecard Optimizer enhancements are no longer going as part of the October Release.                                                                   Timeline: Calendar Context Resolution Update: While customers have made great use of the Calendar integration for creating activities, some have encountered challenges with contact data not being consistently accurate.

86216
Adrian Raposo
1 month ago
Erseburse
ErseburseContributor ⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
6sense integration with Gainsight

does anyone out there have experience using 6sense with Gainsight? if so- any pointers?

1683
K
1 month ago
L
lindsay.smithnorrisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gong and Gainsight Assist - CSM benefits

Our org is evaluating Gong (predominantly being led by our Commercial ops team), but I’m collecting some details on the benefits and how it is used by CSMs in Gainsight. When you have the Gong integration to Gainsight and it creates the Timeline record from the transcript and analysis of the conversation, can it also automatically create CTAs for the CSM to follow up on/action as appropriate?If you use Gong now and went to a new org that didn’t, and you were to pitch to that org why they should buy Gong, what would be your short list of benefits for how it will impact/help your Customer Success team specifically?

222
L
1 month ago
K
Kalyani KoppoluContributor ⭐️
asked in Customer Success (CS)
Success Plan export

I was working on my success plan for my customer and decided to export it so I can see how it looked so I could include it on my email. I always share my screen during my meetings and work with the customer on the success plant, but there are times where you want to share an export of it.I was hoping with the recent release this would be improved. When you do the export on the Success Plan page it exports all CTAs and Tasks, and does not include the success plan you are viewing. It would be helpful to be able to export the success plan from the success plan page. Further, If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way I found to export these is if you are on the Main Cockpit off of the main menu. You also need a filter otherwise all CTAs are listed. Below are the screenshots of the various ways I tried to export the information.I also attached the CTA and Task output.If I go to All CTAs for the relationship nothing shows up: Thanks!!

311
jason_metzler
1 month ago
A
AnkitaGainsight Employee ⭐️
posted in Customer Success (CS)
Webinar: Supercharge Your Sales Pipeline: Leveraging CSQL for Customer Success-Sourced Leads

In the rapidly evolving world of customer success, the synergy between sales and customer success teams is more critical than ever. One of the most impactful ways customer success can contribute to sales growth is through Customer Success Qualified Leads (CSQLs). Here, we’ll explore what CSQLs are, why they’re important, how they work, and the benefits they bring to both teams.Register for the Webinar HEREWhat is a CSQL?A Customer Success Qualified Lead (CSQL) is a lead identified by the Customer Success (CS) team as a potential opportunity for expanding revenue, whether through upsells, cross-sells, or renewals. Unlike traditional leads sourced by marketing or sales, a CSQL is driven by the CS team’s direct interactions with customers, their understanding of customer needs, and their ongoing relationship management. Why are CSQLs Important?CSQLs are crucial because the CS team is in a prime position to spot growth opportunities within existing customer accounts. By leveraging their in

271
kiranpanigrahi
1 month ago
phani_kumar
phani_kumarGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Calculating Rank using existed field value in Rules

Hi Team. Recently, I came across this situation where I need to Provide Rank based on some Numeric field Values.I have accomplished this logic using the Gainsight Rules Engine. And below are the steps to create Rank. First of all, the flow which I am going to show you that helps, if your data set has duplicate values or distinct values as well.Example, my data set is:And the output is like below In order to get that required output below are the steps that we have to follow in Rules Engine. Note: the steps which I am going to explain, will be the same for both types of data (Distinct or Duplicate)  Step 1: Fetch the Data set with the Numeric field(in my case it’s ARR) on which we wanted to apply Rank.Based on the above sample example data the output of the step 1 is Step 2: Create a Transform task in which pull the numeric field(ARR) in to the Group By Section and drag any other field(Account ID or Name) in to Show and apply count on it.So the output of this task is Step 3: Create one

4127
shashanksg
1 month ago
sakumar
sakumarHelper ⭐️
published in Customer Success (CS)
Viewer+ Analytics license

Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A

10656
V
1 month ago
rahul_prayakarao
rahul_prayakaraoGainsight Employee ⭐️
posted in Customer Success (CS)
Feedback on Dashboard Exports

Hello everyone, I am the product manager for Dashboard exports, and I am trying to understand the use cases that would require you to export dashboards. And a follow-up question would be - are the current dashboard export capabilities (as PPT, Link, and PDF) addressing all your use cases?

282
N
1 month ago
M
marnol14Contributor ⭐️
asked in Customer Success (CS)
P360 Attributes widget is not loading

I’m looking to launch the P360 to our internal team but the Person / Company Person Attributes fields are not loading for me. When previewed, every other widget is giving a preview, except for that one.Is there a known bug that is causing that widget to not load in the P360?

564
anton_vinny
1 month ago
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Data Designer - Formula Field - Date - Is this a bug?

Im trying to create a date difference between two date fields in data designer (Created Date and Current Date) say a Success Plan.When creating a formula field for date type, Im confused why the second parameter wont load any date related field? Instead its showing an integer field. Also why it wont show option for “Today’s date” as it is available in Reports formula field? This seems to be a huge gap and a bug? 

262
dayn.johnson
1 month ago
sshroff
sshroffGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
August 24th Post-Release Updates

Check out our August 24th Post-Release Update and be sure to subscribe to the Product Updates section in Community to receive notifications for these updates moving forward.  

110
sshroff
1 month ago
G
gabrielaarenasContributor ⭐️
asked in Customer Success (CS)
Best practice Reassign CTA's when a CSM is no longer an employee

I had 2 CSM’s who are no longer with the company so their book of business was reassigned to new CSM’s. The CTA’s are still in the old CSM’s name, what is the most efficient way to reassign their CTA’s to the new account owners?

461
pveeravelli
1 month ago
nrnkumar
nrnkumarGainsight Employee ⭐️
asked in Customer Success (CS)
Implementation of gainsight widgets using AURA components or LWC components in Salesforce

Hello Team,As currently salesforce is planning to deprecate the VF page and migrate lightning Aura or LWC components in salesforce in the near future and no deadline is provided. Now Gainsight currently support only the VF page and components to embed the Gainsight widgets in salesforce. Please find the support article which is used to currently set up VF code in salesforce:https://support.gainsight.com/Gainsight_NXT/Team_View/Admin_Guides/Configure_Gainsight_NXT_Custom_Widgets Could you kindly let us if Gainsight has plans to incorporate Gainsight Widgets in Salesforce using Aura or LWC components? 

663
pgeorge
1 month ago
T
TreeMaine09Gainsight Employee ⭐️
asked in Customer Success (CS)
Questions on Capabilities in Inline Editing

From customer:  EXAMPLE: we have an attribute field called sub onboarding type, there has been cases where we need to do manual updates. In this example, it would be in relationship R360 under one of the tabs. In GS knowledgebase, it references being able to mass edit in My portfolio, however, the needed field are not able to be brought in this pre-build widget. So we are trying to find a better way to do inline editing for objective that’s high volumn. It is often very time consuming to click in each customer, then relationship, then the attribute type for each customer to make this update. Is there a better way to make this update without using rules or automation?

301
bradley
1 month ago
S
sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Success Plan export

I was working on my XYZ success plan and decided to export it so I can see how it looked. I always share my screen during my meeting and work that way, but wanted to share something on my email and was hoping with the recent release maybe this feature had been improved. Well it exports all CTAs and Tasks, not just for the success plan you are on. Well and after further looking, it isn't even success plans it is just CTAs. You used to be able to export the success plan. If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way those show up are if you are on the Main Cockpit off of the menu.Here is an example. I am trying to export my plan for XYZ - It doesn't list them at all. Would be nice to have a more user friendly way to export Success Plans so you can email them as updates or use in presentations. I share my success plans with my customers and they can add comments and updates but it would be great to have a friendly output. Here is a scr

480
S
1 month ago
AlexaRubin
AlexaRubinContributor ⭐️⭐️
asked in Customer Success (CS)
New Home Page: cannot unlink Portfolio and Cockpit

It seems that once we updated to the new Home Page layout we can no longer separate our Portfolio view from our tasks lists (cockpit view).  These are two completely separate widgets for our team, and have completely different use cases that make them important to be visible in separate areas.  I was super disappointed to hear there was no way to split them.  Tasks are now completely hidden within the home page. CTAs can be within the Summary Banner but again, our team relies on the tasks due that day/week and not the main CTA due dates.  Has anyone else found a workaround?

434
BVirodhula
1 month ago

Badges

Show all badges
Terms & ConditionsCookie settings