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Customer Success (CS)

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

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  • 15,945 Replies
5041 Topics
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Notifications of Participant Failure in Recurring JO with Event Source

Is there a good way to get notifications that a participant failed to be brought into a program? We have a program set up with an Event for the data source that pulls in participants when they register for a paid webinar.We’ve had a few participants fail at different points (one due to a GS server backend issue, others due to bounces), and it becomes an issue when they don’t receive their registration confirmation or other event-related emails.Currently the only way we have of ensuring participants have been brought through successfully is to manually review the activity (generally weekly), but that’s not bulletproof, and it feels like there should be a better way to achieve this.

472
alizee
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sri.pamidiContributor ⭐️
asked in Customer Success (CS)
Success Plans (SP) switching to new Partners (Customer Name field)

I wanted to find out if Success Plans (SP) can be configurable to switch to new Partners (Customer Name field):Sometimes, partner will be changed midway or later in the implementation tracking.  Typically if this is a new SP, we would delete it and make a new one, but for mature SPs we do not want to lose all that recorded information. I am curious if there is a better way of managing this or could we configure the customer name field to be able to modify to a new partner?

273
john_apple
amasica1217
amasica1217Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Bulk closing CTAs with Email task

Hi there - if I bulk close CTAs (either in Mass Edit or in JO), and there is an email assist task attached, will it choose to send that email out in the process or will it just close the task without the email sending? Thanks!

201
john_apple
mdowney2
mdowney2Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Menu Bar Updates

Was there an announcement about the recent release that rearranged the options in the menu bar? I would love to get a list of what moved and to where as I’m catching up on a bunch of admin requests 😅

121
john_apple
ericbmuller
ericbmullerContributor ⭐️⭐️
posted in Customer Success (CS)
Health Scores Construct

New to the community, and getting ready to deploy Gainsight over the next few months, but prior to moving in the GS direction we put a fair amount of effort into Scores. Currently we have two predominant Score Constructs:Customer Health Score: This is the score that tells us what we need to do to help a customer improve their overall health. We can aggregate by customer or relationship, as well as other collections, using the following measure groups: Product Effectiveness, Customer Ease/Effort, Customer Satisfaction role up to a quality score, Customer Renewal, Enrichment/Upsell, and Advocacy (incl NPS) role up to a Relationship Score. The Quality and Relationship Measure “groups” role up into the overall Customer Health Score. Experience Health Score: This is our view on the health of our individual experiences that we put our customer through while on their Journey. We can aggregate by experiences, as well as look at experiences in sequence, to help us understand the customer (or

452
heather_hansen
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
embed videos in outreach

Is there a way to embed a video into a JO outreach? I know we can add an image or a link to a video, but I am hoping to directly embed a video into an email. Is this possible?

3958
matthew_lind
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jessicashepherdContributor ⭐️
asked in Customer Success (CS)
Using Gainsight to proactively identify and resolve issues reported by edge servers. Any use cases or success stories?

Dear Gainsight Community, I hope everyone is doing great! Today, I'd like to initiate a discussion on how we can use Gainsight to proactively identify and resolve issues reported by edge servers. I believe this topic holds immense potential for improving customer satisfaction and operational efficiency, and I'm excited to learn from your experiences and success stories. As the world becomes increasingly interconnected, edge servers play a critical role in collecting and processing real-time data from IoT devices and various endpoints. However, ensuring smooth operations and timely issue resolution at the edge can be challenging. That's where Gainsight comes in. By leveraging its powerful capabilities, we can potentially monitor and analyze the data collected by edge servers to identify anomalies, trigger alerts, and take proactive measures to address issues before they escalate. I'd love to hear from those who have already implemented or are exploring this approach. Some questions to c

521
anirbandutta
bradley
bradleyExpert ⭐️
asked in Customer Success (CS)
Horizon Mandatory Rollover Dates?

When will we be getting firm dates when the cutoffs will be for Horizon 360 and Horizon Rules and what will that notification look like?When will existing orgs have their 360s automatically moved to the Horizon versions? When will Rules Engine no longer support adding new bionic rules When will existing rules be migrated or be made unavailable? @anirbandutta @community-admin 

10813
anirbandutta
bradley
bradleyExpert ⭐️
posted in Customer Success (CS)
Layout Types? User Experience and Business Usage

Testing this out has led me down a mind maze here so hopefully this is easy enough to follow and there’s likely more to unpack but I wanted to get a conversation started at least: My first thought was that having different layouts for goals would be useful from an end-user perspective: At launch there are a number of fields that cannot be removed or changed, some of which make sense, but others for us add some clutter as not all goals may need a “Relationship” or “Opportunity” field. Many Gainsight areas allow for different “layouts” so that you can add fields that are relevant to a specific type of process not clutter a “layout” for another process that are less relevant.  Think Timeline Activity types - if you had 15 timeline types with 20 fields unique among them, if you only had the option of one layout you’d have 20 extra fields whenever you made a Timeline entry. Not ideal for end users.I can see something similar happening here. As you build out your goal library you may not nee

1359
bradley
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swadgeContributor ⭐️
asked in Customer Success (CS)
Unable to see MDA object in rule engine

I am not able to see Matrix Data custom objects while creating rule action.I did go to ‘Rule Settings”, but it only gives me an option to see Salesforce objects, but not custom Gainsight objects. 

748
sdrostgainsightcom
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Mandi NielandContributor ⭐️
asked in Customer Success (CS)
Conditional Wait for CTA Launch - can it be from a fixed date instead of based on user activity?

I am interested in building out an engagement funnel for a webinar that results in a CTA. I am using Survey 2.0 to manage registrations. We do not use Events - I get an error every time I attempt to use that feature.Is there a way I can schedule a CTA to launch after the date of the webinar, i.e., from a fixed date, rather than as participants move through the journey?  I seem to only be able to schedule the CTA to launch based on individual participant movement, rather than setting up a conditional wait that is designed to launch at a specific date/time.Thank you! PS - attempting to try a calculated field for when the survey closes and only activate the CTA for folks that submitted a registration. 

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W
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
New C360 - Customer Journey

Could I get some more info on the Customer Journey on the new C360 page?  We are really excited about utilizing the new layout, but I just wanted some more details on the Customer Journey and how that works.Thanks!

1112
Mdsingh
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DavidrContributor ⭐️
asked in Customer Success (CS)
Customers opt-in/out

How do you enable customers’ opt-in/out for the CSMs communications? Is there an automatically-generated opt-in form? Is there a way to opt-out? Does the system verify if customers can be emailed to based on their opt-in/out status?

1333
dayn.johnson
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ov10mechContributor ⭐️
asked in Customer Success (CS)
C360 - Possible to import tasks from XLS or another way?

Hello,We are migrating to C360 and have a lot of tasks that need to be imported from our old solution in Microsoft Lists.  Is is possible to import these if they were in some kind of CSV or XML format?   Thank you!

160
O
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Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Good looking Success Snapshots that have reports or metrics

I’m having a devil of a time adjusting my success snapshots to look presentable when embedding reports or metrics in them. I’ve seen the success snapshot tips and tricks on this forum, but I’m looking for practical examples where the end results look stunning and how you got there.

1604
Brittney Wilson
gidon_payenson
gidon_payensonContributor ⭐️
asked in Customer Success (CS)
CTA Timeline entries and Case Tasks (Activities)

How to store CTA Timeline entries into a linked SFDC object (e.g. Case) and visa versa - how to store Case Tasks (Activities) as Timelines into case related CTA

783
AnaCosta
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
What is the point of Task Start Dates in Playbooks?

I’ve always been confused on the purpose of Task Start Dates in playbooks. Where does a user see these in a CTA? What do these actually do?Playbook Task configuration “Start Date” vs “Due Date”Playbook task in a CTA only has 1 date displayed, the Due Date 

754
TMaier
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Customer Success (CS)
Discussion Question!👂 How far have you pushed JO?

What are some of the more advanced JO Programs you’ve set up (like loading activity to a custom object to rely on for XYZ). When have you felt like you’ve pushed JO to its limits so you can deliver something unexpected?(I take zero credit for this thought -- @kelly mentioned it -- but I’m so curious what people have to say 🙂)

1646
alizee
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
Too Much of a Good Thing: Strategies for Large Data Volumes

 Bringing data into Gainsight is a critical component of our CS product. Without data, you wouldn’t be able to inform the CS motions that Gainsight CS drives. Because data is such a good thing, you might think the mindset is the more the better! However there should be a qualifier to that statement. The more insightful and actionable data the better.There are a few circumstances where it’s not uncommon for clients to grapple with very large data volumes.Usage Data (Discussed below) Object with too many columns, too many rows, or both (Coming soon in a future post!)Usage DataUsage data can refer to any data that tracks how your clients are using your product. It is a type of time series data, meaning that it is created steadily as time goes on. The exact format of usage data will vary based on the company’s products. It may be as simple as a count of licenses assigned per customer per week, or as complex as tracking every click each end user makes on a website.In its raw form, usage dat

470
ElleShutty
Brittney Wilson
Brittney WilsonContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Success Snapshot

Hello, is there a way to create a success snapshot for a customers QBR that includes information on the C360 such a usage reports? I tried creating a snapshot but did not see any options to include usage information at the account/ user level from reports we have on our 360. Thanks! 

310
Brittney Wilson
Brittney Wilson
Brittney WilsonContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Health Score Trend Reports

Hello, I want to create a health scorecard report showing the average red health score measure across accounts by segment ie what is the most common red health measure across our Mid Market and Enterprise segments. Does anyone have suggestions on how to do this? Thanks! 

1233
Brittney Wilson
C
cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is there any way to create New Custom Objects/Relationship Fields in the Success Plan creator?

 

101
sakshibansod
EllieGrace
EllieGraceContributor ⭐️
asked in Customer Success (CS)
Bulk Updates

My CSM team just attended a large national conference and was able to engage and meet with many of their accounts. I’d like for them to be able to update many of their accounts at once. Is there a way to add an engagement to many accounts’ timeline at once? Or bulk update? Thanks!

1831
matthew_lind
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CansuContributor ⭐️⭐️
asked in Customer Success (CS)
Subscription to community forums

Hi everyone!I wanted to reach out to ask a few questions about subscription/follow metrics on community forums (previously insided). We are currently thinking about how we can increase our subscribers and we've also taken one suggestion from the community to implement a widget on the homepage. At this point we are also looking to understand:- At what percentage is the industry standard of subscription to forums?- how are we compared to that standard? How did you create a benchmark? - is our existing subscription method working / any ideas how to track these?Thank you so much!

210
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laura
lauraContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How can NPS be configured to go out on a rolling basis?

The tutorial on Gainsight Go explains how to get an NPS out once a month, but not on other timeframes. if you tracked customer age by days (from contract) would that be more of a rolling NPS instead of triggering an outreach once a month?

16510
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