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Customer Success (CS)

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5045 Topics
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sdalyContributor ⭐️⭐️
posted in Customer Success (CS)
Automated Email Open Rates

Hi there!  My ELT has asked about open rates for Gainsight (excellent/good/bad) as it compares to some of the marketing outreach providers (ex: Eloqua). What do you consider bad/good/excellent open rates when sending outreach via Gainsight?

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Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Scorecard widget text wrap doesn't wrap scorecard comments

Has anyone else seen this happen? 

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ChiragJ
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Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
It doesn't look like report bars respect decimal precision

I would expect the bars to render using the decimal precision specified. If it’s a ten in a table, it should be a bar that reaches up to the ten spot. That’s not what I’m seeing in report builder:You can see it clearly on the sevens, but all repeated numbers do not share the same horizontal line.If I change the decimal precision the chart makes sense:Is this a bug?

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hardik_mota
hardik_motaHelper ⭐️
posted in Customer Success (CS)
Office 365 Suite Integration with Gainsight

Hi Team,    One of our customers is looking for integration of Office 365 suite apps with Gainsight, specifically PowerBI and Sharepoint, but others will likely be close behind.   Do we have this planned currently in the roadmap for NXT tenant with Office 365?    Best, Hardik

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Intuitive_Geneva
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andikmyersContributor ⭐️
asked in Customer Success (CS)
Highlighting rows or columns

My team has asked if there was a way to highlight rows or columns. This would help them focus on critical things when they are all due at the same time.

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keith_mattes
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Permissions for non-licensed Sally users?

We just rolled out Sally to our entire Customer Success organization and are considering rolling it out to the broader company, so non-licensed users can have access to view what CSMs are working on. Is there a different level of permission for non-licensed users? Would a non-licensed user be able to add timeline activities and update CTAs?  We would prefer to prevent individuals outside of customer success from making any changes

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gunjanm
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Question about Event API for Salesforce Apex Classes

I am trying to get familiar with the use of Gainsight Events in a GS sandbox. I’m a non-coder, so attempting to Google and ChatGPT my way through creating a basic SF Apex class/trigger that will fire when a Case is set to Closed.I created the Class and the Trigger (code below) the Trigger is firing when I close a case, but when it tries to send the HTTP request to the Gainsight Events endpoint URL (https://ep.gainsight.com/api/v0.1/eventManager/event), debug logs are showing a Forbidden 403 error: Is it possible there is a more current endpoint URL? I pulled it from the Event API Documentation but I guess it’s possible that hasn’t been updated if there is a more current one.Is there something on Gainsight’s TechOps side that has to be enabled on a system in order for the Events framework to be leveraged? I created a Topic and Event and set up the Apex Trigger to use the sharedSecret, tenantId, eventName, topicName and eventVersion from my sandbox.  Hoping someone with Events/SF Apex ex

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idris.shaik
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Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How do you report on segment?

I know that segments can be set up and then used for Journey Orchestrator, but how do I report on the segment a particular company is in? Is there any way to get to that data via the Company object?

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vartan.kourshounian
vartan.kourshounianContributor ⭐️
asked in Customer Success (CS)
Dependant Field

To create a dependent field in Gainsight, here's a step-by-step guide on how to achieve this: Access the Gainsight Administration area and navigate to the object that contains the fields you want to set the dependency on (in this case, the object containing the "Lifecycle" and "Churn Reason" fields). Locate the "Lifecycle" field and click on it to edit its properties. Set up the field dependency by selecting the "Churn Reason" field as the dependent field and the "Lifecycle" field as the controlling field. Specify the conditions for the dependency. In this case, you want the "Churn Reason" field to be required only when the "Lifecycle" field is set to "Contract End". Save the field dependency settings. Now, navigate to the "Churn Reason" field and set it as a required field in its properties. This ensures that when the condition specified in the field dependency is met, the "Churn Reason" field becomes mandatory. Save the changes to the "Churn Reason" field. With these step

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vartan.kourshounian
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justo.casablancaContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Deep links in embedded report in JO operational email

Is there a way to add a hyperlink into an embedded report in a JO operational email?Use case: I am notifying the account executives and CSMs via email if they are newly-assigned to an account. The JO job runs daily, checking for account ownership changes that have occurred “since yesterday”. Each email contains the list of accounts the user has been recently assigned to. Said list is rendered by an embedded analytics report in the JO email template.For each account on the list, I would like to provide a deep link that takes the user directly to the C360 page of the account in Gainsight. I’m just not seeing an obvious way to achieve this. Has anyone done this before?

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matthew_lind
cmultanen
cmultanenHelper ⭐️
asked in Customer Success (CS)
Reporting on Current/Next Playbook Task?

Hi there, Does anyone know if it is possible to build a report on the current open task in a playbook? For example, our implementation team would love a report that shows where each client currently is in their launch cycle. I already know to use to CSTask object to create reports on playbooks tasks. I was thinking that this might be possible if there were a way to aggregate by MIN/MAX of due date for open tasks but it doesn't look like this is currently possible. Would love to hear if anyone has found a way to generate a similar report. Thanks!

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jessicatang
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Is it possible to create a rule to reassign CTAs?

As the admin, I am defaulted assigned for majority CTAs. I want to create a rule so that if the account ends up with a CSM after the CTA is created, the CTA is reassigned from me to the CSM. Is this possible?

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ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
#2minHowTo: Create a Pivot Report on CTA Tasks

 I was nominated by @AngelaBrown to take part in this challenge! I made a video where I walk through how to build a pivot report on tasks within a CTA. The use case here is that you want to see your task progress across multiple CTAs that are using the same playbook. A manager could also use this report to review the progress of multiple end users on CTAs with the same playbook.https://share.getcloudapp.com/NQu5zEp4 This post is part of our #2minHowTo campaign. Please check out the other videos and take part yourself! I am nominating @sdrostgainsightcom and @jnies to take part in this challenge. 

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ElleShutty
ahollen
ahollenContributor ⭐️⭐️
asked in Customer Success (CS)
How To: Create Test Account

Hello GS World!!I thought I read somewhere that we can create a “dummy” account in GS to do testing on prior advising all CSMs to proceed with a new report/design/etc.I cannot find where I read about creating a test account, anyone know?Thanks in advanceAmy Hollen

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ahollen
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
How can I report on email template?

We need to create a report on email templates (who created, when created, folder, etc), but I am unable to figure which object this is stored in. I tried looking at objects that pull template name and ID (like Email Logs), but it only stamps the name and ID and does not have a lookup to another object that would have additional details on the template @mglarocca 

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rebeccashermanContributor ⭐️⭐️
asked in Customer Success (CS)
AO Participant Custom Fields - usage reporting

Hello,Recently I learned about the AO Participant Custom Fields object and would like to use it for more efficient reporting than employing data designer or adding to a Load Usage Rule. Does the mapped field update in terms of usage information? For example, on a recent Journey Orchestrator advanced email program, I mapped a field regarding setup of a particular feature; the Boolean field it references is located on the Usage Company Information object. After the program runs I will need to report on conversion, whether this usage field is now true after the participant entered the program. Will that mapped field be updated with current information?

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alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
January 28 is Privacy Day - let's discuss data protection best practices

Hey Everyone,Tomorrow (January 28th) is Privacy Day (or Data Protection Day). And no it’s not a GDPR thing. It’s actually much older: 2007 when the Facebook, YouTube or Google Analytics of the world were about 2 years old. H***, Gainsight wasn’t even born yet 😅. Now in 2023, there are ton of new privacy regulations popping up worldwide - in the US, since most of you fellow contributors are US-based, it involves California’s CCPA becoming the CPRA and Virginia, Connecticut, Colorado and Utah to name those I’m personally aware of. Even third-party 🍪 are dead. Not mentioning the long awaited ‘updates’ to the EU ePrivacy Directive or Regulation (or whatever they’ll end up calling it, but could change a lot about what’s acceptable (or not). I find this day to be a good time for all of us system owners to stop and have a look at how we and our teams live by the Privacy by Design principles* we (should) have embedded into our CS Ops practices.For me it generally spreads two pillars:Governan

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veeraRVRContributor ⭐️
asked in Customer Success (CS)
updating fields to set in GTM from dataLayer pushed variables

I'm having an issue with updating values in the "Fields to Set" section of Google Tag Manager for event parameters in GA4.I'm using GTM to send data to GA4, I have a configuration tag in GTM where I'm using the "Fields to Set" section to assign global values to event parameters. These values are pushed to dataLayer and updated at which point an even triggers to have the config tag reload the values.I can confirm that the dataLayer is being updated correctly, When the values are updated in the dataLayer, I trigger the configuration tag to fire, which I can see in the GTM debug mode this seems to be working just fine.However, even though the GTM debug mode shows the correct updated values in the fired tag, all of my events still shows the initial values for the event parameters.I've tried to troubleshoot the issue but haven't found a solution yet, there isn't much information that I could find relating to fields to set online.I'm wondering why the updated values in the "Fields to Set" se

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vartan.kourshounian
vartan.kourshounianContributor ⭐️
asked in Customer Success (CS)
Migrating to Zendesk Connector 2.0

Hello,  we are currently in the process of migrating our Zendesk connector from 1.0 to 2.0 Initially, all of the data was imported into an Object called Zendesk tickets, but now with the 2.0 connector, two OOB jobs are provided:Cases Sync: This job syncs Zendesk tickets/cases into Cases object in Gainsight. Users Sync: This job syncs Zendesk users into User object in Gainsight.  How can I make sure to have all of these jobs imported to Zendesk tickets object too? I don’t want the Zendesk ticket object to only cover historical data whereas Cases object will digest all of the newly created data.

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matthew_lind
leanne
leanneContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Including Contacts in sync from Timeline activity to SF Task?

I'm working on configuring the sync from Calls logged in the Timeline to tasks in SF, and I can't find a way to include the External Attendees -> Contact in the sync.  Is is this on the roadmap?   Since there's no reporting on the Timeline yet, the ability to log a call there is pretty useless without the ability to sync back WHO the call included.   

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Sai TangiralaGainsight Employee ⭐️
posted in Customer Success (CS)
Partial success on load to people due to "Duplicate Record"

Customers feel that the process of rule with action type load to people with company association undergoing "partial failures" just because there's a duplicate entry in the Person action (even though that's expected in the cases where they are having the same person associated for two different Companies) is a bit irrelevant.They feel that it would be great if we would create an independent action type that would allow the users to directly update a Company Person records based on GSID (identifiers) without having the dependency on the additional Person component within the same action.

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bradley
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Journey Orchestrator Programs - Send Based on Time Zone?

Is this possible? How are others addressing this? I have two programs running that are mirror to each other with the exception of countries it includes or excludes, and then the rule runs at its local time zone. This has worked well enough but is an added headache anytime I have to update the program, I have to duplicate it twice. However this week we had a contact enter both programs. I'm still trying to determine the root cause, but it would be much easier to be able to just designate different send times within one program. I just attempted to manage it within the Program flow with conditional wait steps but it turns out the first action [i]has to be either Send Email or Create CTA, I cannot place a conditional wait after the Participants (can I suggest reconsidering that, please?). Any other tips or is managing the two programs the only way currently?

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jahnavi moturi
jahnavi moturiGainsight Employee ⭐️
posted in Customer Success (CS)
Import / Export to S3

Hey Everyone!I have been working on the Amazon S3 buckets recently and thought it would help someone in the community If i record a video on how to use the Gainsight managed S3 bucket (which is available for all the GS customers)Here are the short & crisp videos to use S3 in GS for the below purposes: Import data from S3  Export data to S3Hope this post will be helpful for those who are looking for a brief walk through on S3.

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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
NPS Tile in 360 - Color Coded

Is there a way to color code the NPS tile to reflect either, red, yellow or green?  

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matthew_lind
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GGRebollalContributor ⭐️
asked in Customer Success (CS)
Recurring CTA for other default CTA Types (not just Lifecycle or Create/Custom)

Currently with NXT edition the ability to set CTA as recurring is limited to Lifecycle CTA Type or by creating a new CTA Type. CSMs are requesting the ability to create other default CTA Types of recurring CTAs (for example, Activity is often used for internal activities or Risk is used for a recurring check-in on progress, etc.).Is it possible to add the option to enable the other default CTA Types to be recurring without creating a custom CTA Type? If so, would this be implemented in the next upcoming release or soon? This should be a setting set by the admin: Thanks for any feedback in advance!

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