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Customer Success (CS)

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

  • 4,939 Topics
  • 15,624 Replies
4939 Topics
MarisaDCraig
MarisaDCraigContributor ⭐️
asked in Customer Success (CS)
How to add Services Projects to Health Score

Hi all 👋 newbie admin here with a question on the Health ScoreContext:My company offers professional services to our customers (i.e. training, managed services, etc) and when they sign a new contract for a service, they open a “Project” in Salesforce to track it until completion.They then regularly update a “project status” field while it’s open to indicate how it's progressing with either a “Green”, “Yellow” or “Red” value. A customer can have either multiple, single or no projects at any given time. See the screenshot example for a single customer below who has multiple open and closed projectsMy CS team would like me to add a new group to the Health Score for “professional services” with a metric that considers the “project status” of the open projects. The ask: I’d love to get some feedback on the best way to implement this 🙏My thoughts on how to do thisI need to translate the categories of Green/Yellow/Red into a numerical score I think it could be Green = 100%, yellow = 50%, re

550
MarisaDCraig
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CSAT Surveys - Text

Are you able to add text to the Ratings or Boolean survey?Thanks!

240
aiprakash
1 year ago
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smorrisOPSContributor ⭐️
asked in Customer Success (CS)
Success Plan: Update of due date to affect dependent tasks

As the title states and related to a previous question posted here, is it not possible to have a Success Plan due date affect the dependent tasks and objectives? The function should work in the same way as changes to the due dates of parent CTAs affect the child objectives/tasks.

260
S
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
External Account ID

How does an account get an External Account ID?  We have a company in our system with 2 different External Account IDs… Help lol

1030
Nikhil kumar
1 year ago
Sophie Lead Forensics
Sophie Lead ForensicsContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Qualification rules: X days between views

Hi, I’m hoping someone can help me understand 0 days vs 1 days between views!The intervals for engagements with X days between views, what does 1 day mean? In my engagement I have written “show engagement 3 times with at least 1 day between views”  – will the survey show for example on Monday but not again until Tuesday, or will it show on Monday, but not again until Wednesday. I would like my engagement to show once every day, no matter how many times the user signs in on that day. So if the user signs in twice on Monday I would like them to see the engagement when they sign in on Monday morning, but not see it again when they sign in on Monday afternoon. I would like the user to see the engagement again when they sign in on Tuesday morning. 

600
Surendra
1 year ago
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TaliaContributor ⭐️
asked in Customer Success (CS)
Survey to collect customer preference for a success call

Hello, We are in the process of building a proactive motion to invite customers to have a success call.  We are going to use a Gainsight Survey to capture their preferences through the JO program. I’m looking for some tips from anyone who has used this approach and how you formatted your survey to gather the information. Thanks! 

280
aiprakash
1 year ago
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Harika SingadiHelper ⭐️⭐️
asked in Customer Success (CS)
Is there a way to validate rick test area field?

Hello,I have a field that is of type rick text area. Can we validate the field in terms of null or not null (blank or has some content)? Thanks,Harika

200
H
1 year ago
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Harika SingadiHelper ⭐️⭐️
asked in Customer Success (CS)
Can the Microsoft teams call can be logged into Gainsight timeline via GONG

My gong holds the recording of both Zoom and Microsoft teams.So my quick query is  does Microsoft Teams call can be logged into the Gainsight timeline via GONG

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anirbandutta
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Gong

My company is getting Gong for all CSMs,so I wanted to know what cool features there were for GS & Gong…  Thanks so much!

880
matthew_lind
1 year ago
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acooneyContributor ⭐️
asked in Customer Success (CS)
Only count customer email replies towards health score

I am trying to use email activity with specific personas (Executive Buyers & Champions) as the qualifying action in one of our health scorecard measure groups. However, I am running into some challenges trying to only count the customer’s response towards the scorecard measure group, not the emails being sent by the CSM to the customer.For context, our CSMs use the Gmail Gainsight plugin to log emails to a customer’s timeline.The end objective: only count customer email replies towards our health scorecard measure group.We currently count email activity logged with contacts who are labeled as either the Executive Buyer or as the Champion towards our health scorecard measure group. The challenge we’re facing - there isn’t a way to only count email replies FROM the customer towards the health score.This means that a CSM could send out any number of emails to their customer which could go unanswered and each email the CSM sends would count towards that customer’s health score. This re

370
A
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Exporting NPS Analytics

Is there a way to export the NPS Analytics page? Thanks!~Melissa

690
M
1 year ago
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Harika SingadiHelper ⭐️⭐️
asked in Customer Success (CS)
Horizon Rules: Feasibility to clone dataset ,criteria and Actions inside the rule

Hi Team,At certain conditions, we need to clone the data set, criteria and actions to reduce the redundancy  of doing the same task with just a change in filter.Use case:With just a change in filter in criteria, we need to call multiple external API’s

650
sarahmiracle
1 year ago
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cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
3 Task Trees Merge with Email Send Output

Trying to get all 3 Task Trees to Merge with the Output Below. Is this Achievable in gainsight?  

510
aiprakash
1 year ago
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cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
When creating an “Objective” inside a Success Plan, can we have the Name line of the Objective accept more than 80 characters?

When creating an “Objective” inside a Success Plan, can we have the Name line of the Objective accept more than 80 characters?  

540
aiprakash
1 year ago
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Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Are these the only reports available to import into an email template?

I’m trying to add a report to an email template, and that report happens to be a Gauge style report. However, when I try to add a metric report, I see these following options, Gauge not being one of them. The documentation does not mention any specific limitations. I was wondering if anyone else has run into this, or if this was intentional.

250
Nikhil kumar
1 year ago
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ibrahimijazContributor ⭐️⭐️
asked in Customer Success (CS)
Can we configure Rich Text Fields to auto save while editing?

Our CSM’s are providing feedback that while updating meeting notes (for example in an Event Type CTA), the information is not auto saving, which sometimes leads to data loss. This happens for example when editing multiple fields on the CTA, and clicking save on one field. All changes made to another field (could be rich text or text) are lost.  Additionally there is no option for Command Z, to undo. 

390
alizee
1 year ago
simonechen
simonechenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to format calculated field

Hi all!I was originally hoping to make a calculated field off of another calculated field but that appears to not work.Is there a way to achieve something like the following?((gsdateDiff( oldest_contract_start_date__gc , gstoday( ) , 'DAY' )) % 90)

230
alizee
1 year ago
marcos.beinder
marcos.beinderContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Add a Person 360 View

Our users would like to be able to search for their people using Global search, however at the moment this is not configurable on Gainsight NXT and seems to have a dependency on a Person 360. Could we get an update on a Person 360 Beta or MVP?What are the current plans for this if any? Are there any timelines?On the whole we would like to have similar CRM capabilities as what is available to an end user in C/R360.

1440
marcos.beinder
1 year ago
simonechen
simonechenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Can we perform calculations on grouped fields?

We’re looking at tracking cycle time of objectives in specific categories.Do do so we group the CTAs by Objective Category and are able to look at the min and max of the corresponding start and end dates.Is there a way to do a calculation on the grouped values and calculate the number of days between the start and end days?  

430
alizee
1 year ago
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SaitejaKGainsight Employee ⭐️
asked in Customer Success (CS)
Gainsight app for Zoom

In Gainsight app for Zoom, currently only some sections are available for zoom like Attributes, Timeline, People and Scorecard. It would be helpful if we have a flexibility to change that. For example, Cockpit isn't available in the app but it would be really helpful to be able to create CTAs while on a meeting

420
S
1 year ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
NPS - Comments

Is there a way to bold the comment section in the NPS score?Lots of our customers aren’t seeing it.Thanks!

190
anirbandutta
1 year ago
jake_ellis
jake_ellisGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
On The Road(map) Again! Gainsight's Roadmap Webinar.

I love having the opportunity to speak with customers and internal teammates about the future and where our products are heading. It reaffirms that the product team and I are working on the right initiatives and innovating to support new and exciting use cases. We’re constantly listening to different inputs across our customer base, market trends, thought leadership to develop a best-in-class platform. And while priorities and timing sometimes shift to accommodate changing needs or strategic focus areas, we always do our best to keep our customers in mind and informed throughout our development process. With that said...I’m looking forward to sharing our platform roadmap with you all this week. We’ll share how our strategic initiatives and how individual enhancements will benefit your team and drive stronger business outcomes. Be sure to join to hear about all of the exciting enhancements we have planned and have our product leaders answer your questions live! After the webinar, we’ll 

1880
saltamash
1 year ago
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billasrikanthContributor ⭐️
posted in Customer Success (CS)
ServiceNow integration with Airflow

Can we integrate ServiceNow with Airflow ? I mean if there is any DAG failure, can we rerun the failed DAG/tasks by submitting a ServiceNow request ? Also can we submit an adhoc job to run using ServiceNow. Thanks in advance.

550
B
1 year ago
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sharankukkadapuContributor ⭐️
asked in Customer Success (CS)
Exact release date for Auto-Migration of the New C360/R360 UI Changes in July 2023?

As per the recent release Notes “Gainsight_NXT_Release_Notes_6.35_January_2023#360” Its mentioned that the Auto Migration of the old C360/R360 to the new C360/R360 and encourages customers to begin using the new C360/R360 experience as soon as possible. With the July 2023 release, can some one help me here if we have an exact date of this. Thanks

860
ajprince
1 year ago
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cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Auto Trigger CTA from Playbook being Closed

 Is there any way this could be done, and HOW? Need step by step instructions. 

420
C
1 year ago

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