Customer Success (CS)

I have several issues that have arisen from trying to add the new Group Send widget.I followed the job aid to add the new Group Send widget to the custom Home page for our team but the People Widget is not showing within the new Portfolio option despite publishing the new version and it showing on the configuration preview screen.  See screenshot where it is missing. I keep getting a message on both my page and the users that the “Admin Portfolio is Not Configured”. I cannot figure out what permissions or edits I need to make to configure the portfolio. In addition, some of the users within the group that it is published to are not even seeing the updated Home page despite being in the User Group I published it to. It also did not show for me at first but I changed mine to the Admin Preview and then went back into the Home configuration and chose “Make My Home Page” there and it finally showed. The end Users don’t have this option.  How can they overrid

I'm new to the Gainsight tool/application and would appreciate any guidance or coaching. Could someone please help me understand how to achieve GREEN status for my Task #6 from NA? What steps should I follow to update this card with my results? (Please refer to the attached screenshot, especially highlighted box and its entrees.) 

I’m trying to count the number of items selected within a multi-select picklist and basically assign a ‘score’ based on how many items are selected within a particular list. I was able to work through a few of these using a case expression, but anything with over 3 choices there are just too many options for this to be feasible. Is there another/better way to count the items selected so I can then SUM a group of fields together?

We are in the midst of setting up automations that would assign badges in CC based on specific criteria. We have CE certification badges being automatically assigned in CC once the certification is received, all integrated via CS Journey Orchestrator.  Now we are looking to automatically assign annual CC member badges using CS Journey Orchestrator. My question comes from the Filters in Data Designer. I am having trouble setting it up, such that “Registration Date is greater than or equal to 1 year”. Is this possible with the date filters? Am I missing something?  

How can I best visualize the results from a matrix type survey question in a report to be used on a dashboard?Below is a snapshot of a matrix question used in our survey. I’m trying to build dashboard reports for each survey question for CSMs to see overall responses from their customers. Creating a valuable view of responses to the matrix type question is proving to be challenging. Ideally, I’d like to see a report look like the snapshot below - where a total count of each response is listed for each “sub-question”. Then I want to be able to click on that number to view more detail (customer name, respondent name, response date, etc).Is this possible or a similar view possible? A

 📊 Unlocking Customer Success with Gainsight’s Customer Health ScorecardIn a recent webinar, we delved into the powerful capabilities of a key tool within Gainsight that holds immense potential for growing our accounts and providing precise forecasts for Net Revenue Retention: the Customer Health Scorecard. When integrated with the DEAR Framework—encompassing Deployment, Engagement, Adoption, and ROI—this tool offers a comprehensive view of customer health and facilitates more informed decision-making. 🚀 Elevate Your Data-Driven Strategy: The Health Scorecard in ActionThe Health Scorecard serves as a central hub of customer insights, synthesizing crucial data points such as product usage, engagement levels, and support interactions to deliver actionable insights. By applying the DEAR Framework, we can dissect customer health with greater precision:Deployment: 

  CS July 2025 Release Notes Update!The CS July 2025 Release Notes is officially published for EU and US customers. Along with this release, the following new and updated articles have been published: 360Attachments for End Users [New] 360 Objects 

I could not find anything in the Community like an announcement for the July release (consider that feedback for improvement, I guess), but I wanted to share some positive first thoughts on this latest release (hopefully nothing turns up that makes me later regret this)Thank you for improving stuff that was released recently, e.g. Spaces and Group Send. New features previously felt rolled out and left in the dust half baked, team already moving on to other epics most likely. I hope this means you started reserving time in the roadmap to address user feedback post-launch. Lower density of AI and GS ecosystem news - great. Maybe that’s just me, but I use CS and I am most excited for CS news. This felt like a perfect ratio of tangible updates to stuff I didn’t care about, but I can see how this preference would be different by client. “Enable Company Hierarchy View” - a switch that is off by default and admins are allowed to activate it ourselves after che

We are interested in your feedback We are currently working on improving the Gainsight Global Search, we want to improve the user experience around global search. A couple of the things we are already considering includeAdministration - Supporting filters in the search configuration. These filters help admins restrict in-active and non-relevant records from appearing in search results. (here) Recent searches - Showing the recent searches to users. (here)Few inputs that would help me here areWhat are the top 2 challenges you face with global search today ? What can we im

hi - is anyone using the supporlogic integration into Gainsight?

Our CSMs would like to have an option to attach images and ppts in plan info page with thumbnail view of the slide/graphic that expands when clicked. It would be more flexible if there is ability to report on success plans having attachments or not. 

Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?

Hello everyone!I am busy building Gauge reports on how often customers use specific features in our system. We get the data of feature usage from Gainsight PX, and I can show them within a report with no problem.However, when also showing features that come up as NULL in the period of the report, the entire feature does not show up (since it is NULL).Is there a way to replace NULL values with zeroes, so that the feature shows up in my report as zero and is thus visible in the Gauge report? Kind regards,Markus

My team and I are trying to create a dashboard that shows historical changes in health scores and what measures caused the score to change. We are having a hard time filtering reports and simply want to know what went from:Green to Yellow Green to Red Yellow to Green Yellow to Red Red to Green Red to YellowWithin the last week or month. I was wondering if there is a template or some guidance we can be given to show scorecard changes per account from week to week and month to month.We were thinking of separate reports for each change, but are hoping there is a better way to display that information in a dashboard.Any help with steps would be much appreciated🙂

We have received a request to pull the a multi-select picklist field into Staircase from the Company object in Gainsight to support product-level reporting in Staircase. However, Staircase does not support multi-select picklist fields at this time.Has anyone figured out workarounds for this? From GS support, it does not appear this functionality is on the roadmap yet. 

Let’s be honest—getting comfortable with JO takes time, trial and error, and plenty of lessons learned along the way. If you’ve picked up a few of your own, what do you wish you knew when you were first getting started?Share your best JO tips, lessons, or lightbulb moments—things like: Advice you’d give someone building their first program What you wish you did differently early on Features or strategies that save you time The lessons you’ve learned along the way might be just what someone else needs to feel more confident diving in.Drop your wisdom in the comments! 👇

Hi everyone! Curious what dialers y’all are using alongside Gainsight and any limitations you’ve run into? We use SFDC, and were surprised with the limited integrations for dialers with Gainsight, specifically on the voice call side. Are most of you just integrating with SFDC and then pulling information into Gainsight? It also sounds like from a call intelligence standpoint, the data is much richer coming from scheduled meetings with customers vs. voice calls with customers.  I would love to pick someone’s brain on your experiences if possible, thank you!

Hi! I’m currently working as part of the Customer Success team in my company and was wondering if there was a feature available where you can get up-to-date news on customer companies. We found it’d be really helpful to get curated news from outside sources about our customers to be aware of any changes with them when they happen.

Currently, timeline entries related to success plans will need a lot of clicks. Is there a way to just create a timeline entry, then add it to an existing Sp within the account?

Hello, As we explore integrating these powerful new AI features and Sally into our Slack enviroment, we've noticed that they generally follow an "opt-out" model. This means that new AI functionalities are often enabled by default across various channels, and administrators would need to proactively identify and disable them if they are not ready to be used.Is there any possibility to shift to an "opt-in" model for all Sally and AI Gainsight App for Slack? or any thoughts? Thank you for listening to the community and for your consideration of this important enhancement.Thank you, Carlos Z.

Hi community,Need some help double checking something.I was wondering if there’s any way of having colors or some type of visual in reports that are not based on the Scorecard?Here’s two examples for fields from SFDC that I’m not able to show correctly in Gainsight reports Both show up just broken in Gainsight. I know I can have auxiliary fields that for example instead of showing the color green are just named “Green” but it loses its purpose. I’m almost sure that this is not possible outside of scorecard-based reports but is there a super cool trick I’m not thinking off? Thanks in advance! 

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. 

I know we can use the rules engine to post things to a Slack channel, but is there any ways to bring Slack channel conversations into an accounts Timeline?

I didn't find anything on my end, nor in the documentation.Is there a way to identify (in bulk) the reports that have inline editing enabled?

I am in the process of working to migrate my company’s CS surveys all into GainSight. One of the challenges that I have faced is when migrating surveys that target users (contacts) who are not stored in GainSight (this happens frequently for our non-CSM managed accounts) and whose surveys are linked to in communication journey from other tools. It looks like the only way to create a survey in GainSight that works for this audience is by creating an anonymous survey whose share link we can insert into the existing email series.The challenge I am facing is being able to track specific segmentation of the anonymous survey. For example, we have three “groups” or “types” of customers (e.g. Standard, Plus, Boomerang) who we want to be able to segment results in aggregate for.Ideally, I would love to have the ability to creating a tracking code or have a URL parameter that I could include in the share URL to be able to capture the segment that we are targeting and append that