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Customer Success (CS)

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

  • 4,987 Topics
  • 15,806 Replies
4987 Topics
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justynharvey2021Contributor ⭐️
asked in Customer Success (CS)
CSM on PTO

Hello GS Community, Currently we have some concerns where GS automated emails are going out to customers while a CSM is on PTO. We still want the communications to go out, but potentially from a different person. For example, if the CSM is taking PTO for a few days, maybe a week, we don’t necessarily want to change the CSM on the account, but rather have the communication come from the manager of that CSM. Is it possible to set something like this up through Journey Orchestrator?

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jenhermsContributor ⭐️
asked in Customer Success (CS)
Link Tracking and Outcomes in Advanced JO

I’m using Advanced JO to do a multi-step program. I’d like to redrop the first email if it’s unopened within 5 days. However, I’m finding that Opened and Unopened are not available as Outcomes when you are tracking links within the email.  Is it possible to enable link tracking in an email and have the Advanced JO program show  the Outcome of Opened and Unopened instead of Link Clicked & Link Not Clicked? The only way I can see the option for Opened and Unopened is to turn off link tracking in the email, but then I can’t track engagement with the email. Is anyone one else running into this issue, and if yes, what are you doing as a workaround?

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ajprince
manmeet_dosanjh
manmeet_dosanjhHelper ⭐️
asked in Customer Success (CS)
Are you able to set different Grading Schemes (Banding) for different Measures using Scorecards?

I have created a few measures that roll up to the overall Health Score for an account. However, each health score measure requires a different grading scheme, or banding of the metrics for the score to be the most effective for our CSMs. For example, in one measure a score below 33 would Red but for another measure the score would be Red if it was below 50.  I did not see a way to change the grading scheme without it affecting all the measures. Is this possible? If so, I would love for some assistance on this! I can use either the old Scorecard or Scorecards 2.0.  Thanks!

15612
lisa.mirth
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Multiple case statements in Advanced Formula?

I am trying to leverage an Advanced Formula in Data Management and where I have successfully used them before for IF-THEN-ELSE type scenarios, does anyone know if you can do IF-THEN-ELSIF-THEN-ELSE type scenarios? I tried  case when (X < Y and X is not null) then 0 else (X > Y and X < Z) then 50 else (X > Z) 100 end That didn't work (neither did removing the brackets) so I'm thinking either my syntax is bad or this is not possible.  Any feedback?

2183
benwanlessmenlo
clingley
clingleyContributor ⭐️⭐️
asked in Customer Success (CS)
GS Opportunity Line Item Object

Seems odd to me that you can in-line update fields in almost every Standard GS Object except the "GS Opportunity Line Item". Below are the GS Standard objects you can inline edit inCase objects GS opportunity Company Relationship Person Relationship person Company personThere are 4 fields we need our CSMs to be able to edit on the GS Opportunity Line Item object that will sync back over to Salesforce. Does anyone have any suggestions on how to do this or when this standard object will adopt the same functionality as the other GS Standard objects? 

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alizee
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jschweglerContributor ⭐️⭐️
asked in Customer Success (CS)
Time Based CTAs

I wondering what you all would consider the best strategy for creating time based CTAs. Lets say we want to produce a CTA to direct the team to do a quarterly QBR.The way I figure, I can set up my CTA rule via cron that fires on the first day of each specific month that aligns with our quarter and set the CTA to fire a certain number of days into that quarter.Is this the correct strategy? Am I over or under thinking this?Thanks!

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jason_metzler
jason_metzlerHelper ⭐️⭐️
asked in Customer Success (CS)
Action Execution Schedule - What is executed outside of it?

Is it correct that eval steps and wait timers are not affected by the Action Execution Schedule? If I want emails to only go out on Tuesday and Thursday, I just need to wait step participants into the dead zone between live days?The docs say "The Action Execution Schedule feature helps admins set the schedule for when actions such as emails, surveys, and APIs should be executed for the customers.' Which makes it unclear if those are the ONLY actions that are processed during the scheduled time, or if there are others   

723
waynedilworth
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DCourtotContributor ⭐️
asked in Customer Success (CS)
Zapier with Jira & Slack

Has anyone used Zapier in one of the two scenarios?Push data/fields from Gainsight into the Jira organization  Push data from Gainsight into specific Slack channelsWe’re trying to do both of these scenarios and figure Zapier may be a tool we could use. 

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nuts
nutsHelper ⭐️
asked in Customer Success (CS)
Question about issuing CTA in the rule engine

I'm having trouble managing CTAs using the Rule Engine in Gainsight.I want to add a condition to an existing CTA creation rule to check whether a Success Plan has been created. However, I need to ensure that the existing CTA creation history is maintained even after implementing this new condition.(For example, if a CTA was created yesterday and is set not to be issued again for a week, that restriction should still apply.)Since the current rule does not have data to check the Success Plan creation status, I tried joining the Success Plan object and configuring the action accordingly. However, when I tested it, all CTAs were created without retaining the previous creation history.I would like to know how to join the new object and configure the action while keeping the previous CTA creation history intact. Thank you.

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nuts
seth_schroeder
seth_schroederGainsight Employee ⭐️⭐️
published in Customer Success (CS)
New Support Docs: "How to Build a Survey" Path

We've organized our 'how to build a survey' articles into a step-by-step guide for new users to create, send, and analyze surveys. While it's possible to tackle the sub-tasks in a different order, we're presenting them in a recommended sequence. To access the path, click on the link at the bottom of this post and then select the "How to Build a Survey" tab. We are excited to try out this new documentation functionality, and would love to hear your feedback. https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration

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L.L
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

12127
Adrian Raposo
leslie_diephuis
leslie_diephuisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Has anyone integrated Amplitude Analytics with Gainsight?

I'm looking to see if anyone has connected Amplitude Analytics with Gainsight.  From what I understand they already store their usage data in Amazon Redshift.

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alizee
egroesch
egroeschContributor ⭐️
posted in Customer Success (CS)
Looking for Great Copilot Prompts

We are looking to roll out Gainsight Copilot AI to our CSMs and I am looking to see what others have found as some best practice prompts to use to get the best responses from Copilot. I am looking to build out a catalog of at least 10 prompts to start that work best. What are some of your favorite prompts?

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egroesch
marcos.beinder
marcos.beinderContributor ⭐️⭐️⭐️
posted in Customer Success (CS)
Does the DEAR framework apply outside of SaaS?

Hey Gainsight Community, we are having an internal dialogue at my company related to CSM Sentiment and Customer Health. Our CSMs use a manual measure on scorecard to provide their insights and sentiment about the health of a customer, using the D-E-A-R framework. While this framework works very well for typical SaaS customer relationships, it is a bit harder to apply to our non-SaaS relationships where we provide ‘Data as a Service’. In such circumstances the D-E-A-R framework misses the mark, and so we are curious to know how others in Customer Success may approach this? Is there a framework that works for you to help your CSMs synthesize customer health succinctly and comprehensively without writing a magna-carta? Below is the simple guidance we suggest, but am interested in other points of view please.Deployment:• How well is the customer’s onboarding going?• What issues have been identified?Engagement: • How engaged with the customer are we?• How strong are your relationship with t

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marcos.beinder
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Where did Objectives go?

Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.  Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either. 

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bradley
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brittany.bennettContributor ⭐️
posted in Customer Success (CS)
Using Gainsight for Managing Implementation/Onboarding Projects

Hi everyone! We launched Gainsight in April and our CSMs are using it widely. I’d like to move out onboarding/implementation process into Gainsight as well—currently we use Notion. It’s a pain for our Implementation Specialists to be tracking in two places and I like the idea of having due dates, email templates, etc.My company is very devoted to Notion and it’s going to be a hard sell. Would love to hear from others in the community on how using Gainsight has worked really well for them for their implementation process!

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seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Picklist GSIDs / Values in NXT

When viewing participants in a JO, picklist GSIDs are shown, when those picklists are mapped as custom fields. Those should be the human-readable picklist value. I don’t believe an Object exists in NXT that allows you to look up the GSIDs of picklist values.    

29210
spencer_engel
lane_h
lane_hHelper ⭐️
asked in Customer Success (CS)
Report For Customers who's Health Changed

We are working to create a report that shows customers who went from red health last week to either yellow or green health this week.  I've tried a few things, but without adding another usage field to push to every week, I haven't figured this out.  It seems like it would be something that should already be stored and I'm just missing.

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Carol_Keyes
Carol_KeyesHelper ⭐️
asked in Customer Success (CS)
Logging Emails to Timeline from Group Mailbox via API

Is there a way to log emails to timeline from a group mailbox via an API? 

141
rhenry
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larissablitzContributor ⭐️
asked in Customer Success (CS)
Is there a way I can see the accounts I am "following" in C360?

Within Gainsight, we are trying to find an easier way to view only accounts we want without having to make a new dashboard or list for each CSM. I noticed the “follow +” button at the top of the C360 in gainsight for customers. If I follow all of my accounts, is there a way to see all the accounts I am following in Gainsight so I can use that page for reference instead of having to search for my accounts individually?

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alizee
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ganesh.patilContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Running a Rule sequentially for multiple Dates with circular reference to same Object.

Scenario: I have a Gainsight Object with below fields and data. I am now trying to run a rule on this object to update the column E “Modified Date”I have created a rule to update column E with below conditions:1. If column D is TRUE, update column E with the values from column A (Run Date)2. If column D is FALSE, update column E with the last updated value from Column EIssue Observed for scenario 2 (when column D is FALSE):When the rule is executed sequentially for each ‘Run date’ in filters (eg. 1/04/2025), the column E5 updated as expected. But when I do not choose the the filters for ‘Run Date’ the rule fails to update all cells E5 to E12.Question:Is there a way to have circular references in the same rule, where I am updating a cell in column E and also using that value as a reference to update succeeding cells.Here is how the logic should work:In this example I update cell E5 as 1/03/2025.I would then want the E6 to be updated as 1/03/2025, considering D6 is False and E5 is now up

221
christopher_sanderson
Agnes Gierulski
Agnes GierulskiContributor ⭐️⭐️
asked in Customer Success (CS)
Webinar attendance to C360 import/integration

Hi everybodywe are looking at bringing in registration & attendance data from MS teams to the C360  in an automated manner to better understand a customer’s progress in Onboarding and later self-serve engagement.Has anybody done this before and can share any best practices?Thanks in advance!

300
Agnes Gierulski
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Shilpa SContributor ⭐️
asked in Customer Success (CS)
CSQL Enahncement

We need to be able to create custom fields in CSQL Detail Layout  in order to use it well. We have configured CSQL for our tenant, in Detail Layout we wants to add below fields.CSM Name - Instead of CS Owner based on the account respectivelyAE Name - Instead of Lead Owner based on the account respectivelyWhenever we open any relationship the respective CSM and AE should load in the CSQL.Can you please check on this and let us know can we add this as enhancement? 

384
alizee
D
Deepthi GajjalaContributor ⭐️⭐️
asked in Customer Success (CS)
Need to resave the entire each component configuration if we add/remove or edit the query builder in JO program

 I'm working on dynamic JO programs , I'm trying to change the configuration in query builder after building the whole components mapping it, tokenizing it with the fields but if we do any changes or add/remove a field (not the field that was tokenised or mapped) , I need to redo the entire component configuration.I need to open each component and save it again other wise it is throwing a warning symbol. 

251
R
shayerisen
shayerisenGainsight Employee ⭐️
posted in Customer Success (CS)
List of New/Updated Articles from V6.44 Release for CS

CS January/February 2025 Release Notes Update!The CS 6.44 January/February Release Notes is officially published for EU and US customers. Along with this release, the following articles have been published:New Articles:Staircase AI-CS IntegrationStaircase AI OverviewEmail AssistEmail Configuration Overview for AdminsJourney Orchestrator​​​​​​Bot Detection in Email Engagement AnalyticsAdoption TrackerAdoption Tracker (Article will be available post February 5, 2025) Adoption Summary (Article will be available post February 5, 2025)Updated Articles: Email Assist: Send Emails from Timeline Send Emails from P360 Send Emails from CockpitScorecardsOptimize Scorecards with AI AI Scorecards FAQ Set up Optimization Data in Orgs Without Renewal Center Set up Optimization Data in Orgs With Renewal Center Scorecard Widgets OverviewTimelineActivity Options Log Activities to TimelineX-Org MigrationX-Org MigrationFor more information on updated articles, refer to the V6.44 Gainsight CS Release Notes

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shayerisen

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