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Customer Success (CS)

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

  • 5,038 Topics
  • 15,939 Replies
5038 Topics
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lfetigContributor ⭐️
asked in Customer Success (CS)
Tracking Codes for Anonymous Surveys

I am in the process of working to migrate my company’s CS surveys all into GainSight. One of the challenges that I have faced is when migrating surveys that target users (contacts) who are not stored in GainSight (this happens frequently for our non-CSM managed accounts) and whose surveys are linked to in communication journey from other tools. It looks like the only way to create a survey in GainSight that works for this audience is by creating an anonymous survey whose share link we can insert into the existing email series.The challenge I am facing is being able to track specific segmentation of the anonymous survey. For example, we have three “groups” or “types” of customers (e.g. Standard, Plus, Boomerang) who we want to be able to segment results in aggregate for.Ideally, I would love to have the ability to creating a tracking code or have a URL parameter that I could include in the share URL to be able to capture the segment that we are targeting and append that to the survey re

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gtuContributor ⭐️
asked in Customer Success (CS)
Feedback on Insights to Automated Expansion Campaigns

Hello GS Experts,Can I get feedback from anyone who has experience creating extensive automated expansion campaigns utilizing Journey Orchestra? Our company has recently joined Gainsight, and I am excited to use this powerful tool, specifically to create automated responses triggered when customers respond to certain emails based on behavior, product, anniversaries, etc. Thanks,George Tugeorge.tu@tipalti.comSenior Customer Success Manager 

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heather_hansen
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Changes to Copilot LLM since beta?

Our team is reporting a worse experience with Copilot after the full release than during the beta. I’m also experiencing issues using Copilot. Here is an example:Youwhat are the verified outcomes for media companies similar to [company ABC]? provide examples of customers in the same industry as [company ABC] and outline what they have achieved using amplitudeCopilotI can't provide specific examples or outcomes for media companies like [company ABC] using Amplitude, as my focus is on assisting with customer success-related queries within the Gainsight platform. If you have questions about how Gainsight can support your customer success efforts, feel free to ask! Users have reported to me that a prompt they used months ago while in beta, that worked great at the time, is now no longer behaving the same as it did, and the responses are worse. For example, the team asked for use cases by industry, and copilot would respond with meaningful answers. Now, when they ask the same prompt, it’s o

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shantan_reddy
Jabittan
JabittanHelper ⭐️
asked in Customer Success (CS)
Remove Knowledge Center Bot

The knowledge center bot is always in the way, no matter where I try to move it when I am in Gainsight. I do not need it to always be present on the screen and sometimes it becomes extremely annoying when it blocks something I need to click on or see. Please give us an option to turn it off or keep it hidden across all pages within the platform. 

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rschlette
hardik_mota
hardik_motaHelper ⭐️
posted in Customer Success (CS)
Reporting on Journey Orchestrator email templates (body, links, buttons, attachments,etc)

One if my customer (Blaire berry) from the company (Payscale) is looking to report on all the features of Journey Orchestrator email templates (body, links, buttons, attachments). Is this possible? Currently, we can only report on can build the report on the Journey Orchestrator's (Email template name, id, subject line, variant) from the objects named as (Email Logs, email raw events and AO emails)

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Ester.Memoli
Andrew Brown
Andrew BrownGainsight Employee ⭐️
published in Customer Success (CS)
Recap: Pulse Product Launch Webinar
Recap: Pulse Product Launch Webinar

Pulse is officially in the books, and while we’re still recovering from the Vegas heat (and the puppy withdrawals), we’re still fired up about everything we unveiled.One of the biggest moments? We introduced Atlas, our agentic AI layer that helps your teams and customers work smarter, move faster, and stay more human in every interaction. (To stay in the loop on Atlas, join our interest list.)But we didn’t stop there. For the first time ever, we launched not one, not two, not three, but FOUR major new features in Gainsight Customer Success—all live from the Pulse stage. Want to learn more? Check out our release webinar on-demand: Huge thanks to all our beta participants who rolled up their sleeves and helped shape Spaces, Copilot, and the Slack AI Agent. Your feedback made these features better for everyone—and we couldn’t have done it without you.

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Andrew Brown
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katharineplanteContributor ⭐️
asked in Customer Success (CS)
GS Follow Up AI Questions

 We are looking at potentially  implementing GS Follow up AI for our  Client Success team but  have some product questions: I see there is a limitation of storing it for 15 months, does that mean it gets wiped from timeline activity history after 15 months as well? When will we be able to report on the "topics" from the conversation? I see that this is not reportable at this time but curious where this is on the roadmap? That could be a game changer when we are talking about churn risks , prioritizing accts etc Are the "topics" created per discussion or is there a "library" of topics that the tool looks at and applies based on the conversation?  We currently have an integration with Chorus which automatically sync the chorus ai summary to GS Timeline as a "meeting". If we decide to set up GS follow up AI with Chorus (which is already connected to our Microsoft workspace) what do we need to do to disconnect/reconfigure our existing set up?  Can we report on which tasks were au

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Mdsingh
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jjarvisHelper ⭐️
asked in Customer Success (CS)
Email Analytics - Opened

Can you confirm that the definition of opened emails in the Journey Orchestrator analytics are those that are physically opened?I can view emails in the Outlook app without tapping on it and opening to a new tab.  Would this be classed as opened?

331
rschlette
ajprince
ajprinceContributor ⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Improve Company Intelligence Mapping for Admins

When Company Intelligence finds multiple mappings, admins need to go and select the correct website to map to the company.  However, doing so is a pain for admins at the moment from within the overlay menu.You are not able to resize the columns, which makes it difficult to see the full name of the company, or the full website URL. Yes, you can hover over the suggested website URL and sometimes it will provide the help text bubble with the full website. But not always. As you can see, when customers like us have thousands of mappings to complete, this becomes a very difficult and time consuming task to complete. Please make these columns adjustable in size! Also, are there any advances in AI that could help speed up this process for admins?

301
saltamash
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

58611
saltamash
benwanless
benwanlessContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Allow Tokenization of User Groups for CTA assignment

User groups are great for round-robin assignment of CTAs, but if you have a single journey/program where CTA assignment to a user group you end up having to duplicate the “create CTA” step of the journey for each User Group that can possibly get the assigned. I would like to tokenize the User Group or (use the some sort of User Group GSID) for assignment of CTAs so that the creation of Program (and Rules) for our digital customers will no longer need duplication of the Create CTA step, reducing build times and required maintenance. Edit: I reported this as an IDEA:  

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bradley
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GainsightAdmin123Contributor ⭐️⭐️
asked in Customer Success (CS)
Need an option to delete the Inactive dropdown values

Need an option to delete the Inactive dropdown values, Which is becoming an issue when we are filtering the dropdown column in the reports results in showing inactive values

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nick.schmidContributor ⭐️
asked in Customer Success (CS)
Outlook Gainsight Plugin

Hello!I’m not sure where else to post this, but I am wondering if there are any enhancements or ideas anyone had regarding the Gainsight plugin. Our book of business is very large and we often have multiple accounts with the same name. The Gainsight plugin in Outlook just shows results based on the name I type in, but does not show an account number below the name as it does in Gainsight. This creates problems for me when tagging emails to the timeline because, in Outlook, all I have is 3 accounts with the same name, and will often tag an email to the wrong account.Unfortunately, the logic of the order of names doesn’t always work and in this instance doesn’t at all because the email I needed to tag on the timeline is the 4th account on the Gainsight search list and Outlook only gives me 3 accounts.I’ve attached some screenshots for a visual. Does anyone else have this problem? Is there a way to view or submit enhancement requests? Thank you in advance!  

1281
KimStocks
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Copilot: why do we have a one object = one agent approach?

Hi thereI’m testing Copilot to understand how it behaves and where it gets data from and just had an interesting experience with a very simple prompt: “Was [Company X] ever a customer?” It told me it couldn’t answer because “no timeline data”. When I asked it if there are any customers containing the name [Company X], it gave me a list of such customers with their status. When I asked it if we have any active customers by the name of [Company X], it listed the corresponding customers. It looks like the first prompt called the Timeline Agent, the second and third ones called the Company Agent. I suppose the word “ever” awoke the Timeline Agent because of the notion of time in that word.My question is: why was a split model implemented (one object = one agent)? I’m not certain I see the point in this. I am certain however is our data is such (and I think many other customers’ data) that looking at both objects would have produced a better answer: “It looks like you have active customers

462
alizee
clingley
clingleyContributor ⭐️⭐️
asked in Customer Success (CS)
Using Segments in Journey Orchestrator Simple Program

We are doing a simple JO to send out an email to a list of contacts. I build the list of contacts in Segments and there may multiple contacts from 1 company in the list (ex. Person 1, Person 2, and Person 3 are all at Company 1).When I create the JO Program (Simple), which entity do I choose so I can use the Segment I created and include all contacts (even if there is more than 1 at a given company)?

494
blemire0112
Justin Bills
Justin BillsHelper ⭐️
asked in Customer Success (CS)
Gainsight/Gong Integration Question- Criteria for merging Gong activity and Manual Activity

Hi everyone - So I’m testing the Gong integration and so far I love it.  One thing I’ve noticed is that it feels very inconsistent to me when a Gong post merges with a manual timeline activity to create (which I’ve been affectionately calling) a super timeline activity. What is the criteria for this to happen?   Is it timing/author?  Like if the timeline activity is within X minutes of the gong call date/time and the author is the same then merge? I want to roll this out to the team but I want to be clear on how to make this happen more consistently.  What I’m seeing is that, when the merge does happen, it posts to the R360 (which is the desired result)

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mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Need Documentation describing how Click Rates are calculated

Hi, Im looking for some documentation on how Click rates are  calculated in Journey Analytics. I did a search in the doc and couldn’t find anything, might have missed it. Specifically trying to remember if one contact clicks on the same link 10x, is that logged as 1 click or 10 clicks. And how forwarded email clicks are tracked. Thanks. 

561
rschlette
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Success (CS)
What surveys do you run in your digital programs?

Gathering some best practice guidance on surveys for digital programs. What are the most successful surveys in your digital programs?What is their main objective? What key questions do they contain? What actions do they trigger?Looking forward to your responses…Kind regards,Jef

381
Britt_Chy
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mike sageContributor ⭐️⭐️
asked in Customer Success (CS)
Documenting Rules

I’m looking for suggestions on how best to document rules. Particularly capturing the data sources with fields/filters/transforms/formula fields has proven tricky to do in any bit of a clean way. I’m currently working in excel, listing each object and their fields, and in a separate column noting a filter. Below each I’m indicating any formula fields. Highlighting fields that are joins. It feels sloppy and there is no quick way to work through the longer sets where you may be pulling 50 fields from an object.

352
heather_hansen
amasica1217
amasica1217Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Create global customer views in Cockpit

I used to be able to create views in Cockpit from the Admin side of things that would appear here for everyone:Transparently, I haven’t used Cockpit admin since the new UI was rolled out, but I can no longer find where to create those views, and we do need to build some specifically for our Pooled CS team. Where would I find that now?

272
amasica1217
CristianaF
CristianaFContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
JO Reporting: Sent Emails, Recipients, and Link-Click Events

Hello everyone,I’m working on building a JO report that answers three key questions: Which emails were sent? Who received each email? Which links (including mailto:xxx@xxx.com) were clicked—and when? Here’s what I’ve done so far: I’ve added trackable tokens to every link in my email templates, including mailto: addresses I’m successfully reporting on email sends and recipients  Where I’m currently stuck: I believe Email Raw Events stores some of the click data, but I can only find actual hyperlinks—not mailto: links or token-level identifiers I’d like to build a report that shows: The contact who clicked The specific link/token they clicked The timestamp of the click Has anyone managed to report on this level of detail?If you’ve built something similar—or have any tips, best practices, or object relationships I should be using—I'd really appreciate your input!Thanks so much in advance! 😊

280
CristianaF
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Himanshu KarnwalContributor ⭐️⭐️
asked in Customer Success (CS)
Can we customize button on opportunity List View in Customer 360 which navigate to salesforce Flow

Can we customize button on opportunity List View in Customer 360 which navigate to salesforce Flow.Current there is a new button which opens the model/pop-up to select record type later which take us to opportunity Creation screen. Can we change it to launch Flow on click of Add Button. ​@anirbandutta

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Maryia MatskevichContributor ⭐️⭐️
asked in Customer Success (CS)
Success plans mass share

We’d like to share the links to Success plans externally at scale (we’ve created universal templatized SPs that can be applied to the groups of customers), but so far we haven’t come across the way to achieve it. Did anyone have the same need?  Any advice from those who succeeded in setting up  sharing of SPs in bulk?Thank you!

380
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seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Hey, Bionic Tricksters: How to Collapse Multiple Fields to One Field?

I want to give my support team a single field that simply lists a customer's use cases. Our sales team provides this info by filling in 7 text fields -- one for each use case. If there's text in the field, it means that the customer has that use case. However, I don't want to inundate my support team with all that detail. I only want to tell them which fields have any content. I would really like to avoid adding Salesforce fields for this single purpose. I keep running into roadblocks in Bionic rules, such as: Formula fields don't have an "If/Then" function. When I count or Pivot records, I can't concatenate the results. The Concat function doesn't accept numeric fields. If I try to do a separate task for each field, filtering to see if it's null, and then merge the results back together, I hit the limit of 15 tasks per Bionic rule.Any creative ideas to get a single field that indicates which of several fields are not null??

1377
alizee
Britt_Chy
Britt_ChyHelper ⭐️
asked in Customer Success (CS)
Stages for the Customer Journey

How did you configure lifecycle Stages? I am looking to stand Stages up for the CX org I support. We are starting from scratch & I am curious to hear what other stages folks have implemented. Please share your feedback on any or all of the questions below:How did you label each Stage What criteria/datapoints did you apply respectively Do you have different logic for Stages by segment or tier? Thank you !Britt

572
Britt_Chy

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