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Customer Success (CS)

Customer Success (CS)

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4903 Topics

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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

NPS Survey - Site Not Found

I have created a site for our NPS survey, but I can’t find it on the dropdown list. It only shows the 2 that are “private”… It forces to to create a new site, but then I can see it behind my page: sorry the pics aren’t the greatest. I can send to email if needed.Thanks!

diane_morneauHelper ⭐️⭐️⭐️

asked in Customer Success (CS)

Use the percentage widget in a dashboard

I am creating dashboards to present program results to csm, sellers, management... using various AO tables. Percentages are often more meaningful than total number of emails to present such information so I want to produce a report that shows a percentage of emails opened or clicked for instance, rather than total number. As there is no means to do calculations in reports, I can only pull total numbers right now, unless we create a field. The AO Analytics has numerics including a field call Open Rate field but it is empty (bug?) Anyone has been successful using the % widget at all for a similar purpose?

andrea10Contributor ⭐️

asked in Customer Success (CS)

Project Management Tool

Does Gainsight offer a native project management tool as part of their suite. If no, Is there a recommendation on a tool that integrates with Gainsight?

MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Video Attachment - JO

I am trying to attach a video to my email template for JO, but the file is too big. Is there anything I can do?I am not sure we can adjust the file to make it smaller.Please advise.Thanks!

Anks89Contributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Auto-Send Survey Reminder for manually triggered surveys

Hi All, If we manually send a survey in Gainsight, can we write a rule to auto-send a reminder after 7 days?

smobleyContributor ⭐️

asked in Customer Success (CS)

Benchmarking - Exclude Test Entities

We are dabbling in creating benchmarks in Gainsight Adoption Explorer. However, we have several internal companies present, used for testing purposes, that should be excluded in any sort of benchmark analysis. I see no obvious way to add filtering to a Benchmark report.

aoconnellContributor ⭐️⭐️⭐️

asked in Customer Success (CS)

Changing Group for Health Score Measure

I am trying to change the groupings of an existing health score in Scorecard 2.0. However, I cannot drag an ungrouped measure into an existing group without deleting the measure from the scorecard (and thus losing historical data) and re-adding it to the appropriate group. Is this a known issue? Is there a way around this?

MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

NPS vs Generic Survey

What is the difference between an NPS survey and a generic survey?

MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

NPS Survey - Authentication

When creating a site for an NPS survey, are you supposed to check the Authentication Required or will that block some participants from accessing the survey? We are having issues with some of our customers receiving this survey and I’m not sure if this is why.Thanks!

MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

If I set the wait timer to 10 days for reminder email, is that 10 consecutive days or 10 Business days?Thanks!

charu smitaContributor ⭐️⭐️

asked in Customer Success (CS)

data tables in email have ios mobile device compatibility issue. How to address or fix it?

Hi All,We are sending emails to customers that has tables. We see the table lines missing while testing on IOS device. What is the solution to deal with it. Please suggest. thankscharu

StuartHelper ⭐️⭐️

posted in Customer Success (CS)

Horizon Rules Engine

Hey Folks, Often we don’t take time to recognize/call out when things are positive; just wanted to pass back my thanks to the Gainsight Product and Engineering teams who have been working on the Horizon Rules Engine updates. For users who use Rules Engine to create complex solutions, the Horizon update to Rules Engine represents a massive paradigm shift in usability and functionality. Although the Horizon update isn’t without (some significant) issues, the good changes the feature brings definitely outweigh the negative, and mostly there are some workarounds to the existing issues. Congratulations on the successful launch of the feature, and I hope the team are able to continue to iterate on the foundations laid in v6.35.

Tomas TrijonisContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Questions about Success Snapshots

Hi everyone, we are trying to utilize success snapshots and have some concerns about the limitations.Is it possible to export a single success snapshot that would aggregate the data for the entire account hierarchy somehow? E.g. revenue, NPS score - similarly how there are rollups in the hierarchy tab in the C360. (Our only assumption was that the only way to do it is by creating custom fields on Company object and populating them via rule. But maybe there is an easier way?) Is it possible to include multiple Success Plans in one Success Snapshot? Is it possible to include Goals in the Success Snapshot? Thank you!

MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

GS Assist - Survey Template

Are you able to send an email template with an inline NPS survey question in it through GS Assist?

Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Is there something wrong with People Maps Influencers reporting?

Looking at the object glossary:https://support.gainsight.com/Gainsight_NXT/Administration_and_Permissions/General_Administration/Gainsight_Object_Glossary#People_Maps_ObjectsIt seems like I should be able to report on the influencers I set in People Maps. In my testing, I’m only seeing internal users show up there, and the data looks kind of incomplete:I tested this by setting up people maps on an internal account we use for testing, a customer account mapping influencers that are a part of the customer’s org, then adding influencers that were from Calendly. In report builder, using the People Maps Influencers object, I can only see entries for the influencers I set that are a part of calendly, I can’t see any of the relationships between users in the account. Is this the behavior others are seeing?

rho_ran_experianContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

How to Edit People Map Name

I would like to edit the name of a People Map. When I click on Edit Map for an existing People Map, I cannot click into the Name field to make edits. Is there another place I should be looking to edit the map name? Or is it not possible to edit the map name once it has been created?Thanks,Rhonda

cndukaContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

CTA triggered by Health Score turning Red. CTA will generate a Playbook upon score Red change

My team and I are currently looking for a workaround of this request that checks off all our objectives. This matter is urgent but not that of a system breakdown. We just need guidance on how to achieve this.

rho_ran_experianContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

People Maps ability to promote person or hold a spot

I have 2 questions about People Maps. First, is there a way to “promote” a person to a new location in the hierarchy? For instance, let’s say the CFO leaves the org and the Sr VP of Finance is promoted to CFO. In the People Map hierarchy the CFO is the top of the hierarchy and the Sr VP of Finance is a direct report of the CFO and has a number of their own direct reports. I cannot replace the CFO with the Sr VP of Finance contact without first removing the Sr VP of Finance contact because they are both in the hierarchy. If I remove the Sr VP of Finance contact, I loose all the hierarchy under the Sr VP of Finance and have to rebuild it when a new Sr VP of Finance is hired which may be some time later. This leads to the second question, is there a way to have a card in the hierarchy with no contact assigned to it? This would act as a place holder until a new person is hired. Or in the situation where you know that there is a position between the CFO and the Revenue Cycle Director

MelissaCContributor ⭐️⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

NPS Survey - Opt Out Bulk

How can we send a client an NPS Survey that opts out of bulk emails? Can we send a one off? I have already sent a survey out to Key Contacts, but how would we send them out individually if needed?Thanks!

rrobinsonContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

NXT - Is there additional RBAC on Playbook other than full access via Admin-Cockpit-Playbook?

In NXT, is there additional RBAC on Playbook other than full access via Admin-Cockpit-Playbook?SFDC seems to have more features in this direction and wanted to be sure I didn’t miss something!The use case is to have users creating playbooks without editing others. Thanks,RR

Aynot2000Contributor ⭐️⭐️

posted in Customer Success (CS)

Digital Customer Success Branding

As we begin to to build our digital CS model, I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?Examples:Success Team A fictional CSM CCO A fictional character (dog, donkey, etc.)Would love to hear what others are doing and any learnings along the way!

MayurGhiyaGainsight Employee ⭐️

posted in Customer Success (CS)

📢 [NXT] 6.35.5 and [SFDC] 6.35.2 Patch Release Notes are live

The 23’March - NXT v6.35.5 and SFDC v6.35.2 Patch Release Notes are now live! These versions contain information about Success Snapshot’s Improved Template Editor Experience. ThanksFYI @rahul_prayakarao @minh_phan @anirbandutta @neelam_mukherjee @Adrian Raposo @courtney_hauser @sshroff @ljost14 @Divya @Sania Ahmed

donnamcnamaraContributor ⭐️⭐️

asked in Customer Success (CS)

File Share URL in Success Plans

Hello, I’ve been asked by a CSM about the file limit size when using the file share URL section of success plans. I’m not finding anything on that an am not that one exists but he claims they hit limits in the SFDC edition. We just moved to NXT so this came up in our training session. Thanks!

yash_AgarwalContributor ⭐️

posted in Customer Success (CS)

.inc & .sports extension is not supported in Gainsight Connectors

Hello, Recently, I have an issue in Gainsight Connector 2.0 “ Salesforce Connector” in which we got to see a Partial Sucess result 1 account Failed. And the reason for that is .inc extension is not supported in Gainsight Connectors. Is there any way other than .com & .org we can support the other extensions in Gainsight. Because it is impacting the current & future customers for our organization.

Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️

asked in Customer Success (CS)

Anyone using Customer Goals?

Especially curious to know if I can update those via a rule. I don’t see any obvious options in the rule settings, but we haven’t configured any goals yet, so that might be why. Still want to hear stories though!

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