Skip to main content

Customer Success (CS)

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

  • 4,939 Topics
  • 15,621 Replies
4939 Topics
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Scheduled Monthly JO using CSV ?

Hi,Does anyone know if there is a way to schedule a Journey Orchestrator outreach monthly, using a csv file. When we add the csv file, we no longer get the Schedule option. Is there a way to do this differently? 

384
alexander.mahan
1 month ago
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Customer Success (CS)
Change RGB code for Scorecard Labels

I have been working with a customer who would like to change the RGB code for Scorecard Lables. You can not change the colors with custom colors since label is a lookup to the scoring scheme definition and colors need to be set from the scorecard. The question is, why can't you change the RGB code through this option?

743
ChiragJ
2 months ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Objective Order on Success Plan Template

I love that you can add a template to Success Plans, however I am having a few issues.  When I add objectives to the Success Plan Template the order is different when the CSM applies the template.  Is there a way to make Success Plan Templates editable like playbooks where you can move the order of the objectives around and then they show up in that order for the CSM?  Right now I keep battling with the template by adding and deleting tasks to get them in the order I want, and then for some reason they still show up in a different order when applied to the Success Plan.  

27811
rahul_prayakarao
2 months ago
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Formula Fied - Date Difference - Hours

Im creating a report to see how many hours it takes for the Gong-Gainsight integration to create timeline entries since the activity happened.In the interval, I cant find Hours. Also the resultant value is not decimal either.What is the reasoning for not having Hours, Minutes, Seconds when literally there is Milliseconds? Maybe I should submit that as an Idea.Also I noticed, it ignores the “Time” portion and simply shows the “Day” difference. However same formula shows milliseconds in difference where it considers the time portion. Its confusing how same formula behaves differently based on Interval. This is incorrect as the interval should only affect the FRACTION of the result, not the behaviour.  

532
romihache
2 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Customer Success (CS)
Productboard integration - Getting a list of notes for import

We are configuring the Productboard integration within Gainsight CS to allow for us to use the product feature requests. We have imported and mapped all of the companies and now need to import the list of notes so we have historical information. The instructions (https://support.gainsight.com/gainsight_nxt/Product_Requests/Product_Requests_-_Productboard_Integration/Configure_Product_Requests#Productboard_Data_Management) advise to log a support ticket with Productboard which I didn’t want to do.Instead, I wrote a PowerShell script to pull the data I need, and export it as a CSV which I can import into Gainsight. I thought the script could be useful for someone else in the future, so here it is: # Set the API endpoint and headers$apiUrl = "https://api.productboard.com/notes"$headers = @{ 'X-Version' = '1' 'accept' = 'application/json' 'authorization' = 'Bearer token' # Replace 'token' with your actual token}# Set the output CSV file path$outputCsv = "Productboard

90
aaronhatton
2 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Customer Success (CS)
Productboard integration - Get company list for import yourself

I’m currently setting up Productboard with Gainsight CS for feature requests to be logged within Gainsight CS, and the instructions (https://support.gainsight.com/gainsight_nxt/Product_Requests/Product_Requests_-_Productboard_Integration/Configure_Product_Requests#Company_Mapping) say to log a support ticket for the list of companies.I didn’t want to do that, so I wrote a quick PowerShell script to export the information with the API key I already had from completing the connector configuration. I wanted to share it here in case anyone else needs it in future. # Set the base URL for the API with placeholders for pageLimit and pageOffset$base_url = "https://api.productboard.com/companies?pageLimit=100&pageOffset=0"# Authorization Token (replace with your actual token)$auth_token = "XXX"# Variable to store the current URL (start with the base URL)$current_url = $base_url# Variable to control the pagination loop$has_more_data = $true# Array to store all data$data_array = @()# Loop thr

40
aaronhatton
2 months ago
N
nicolehajekContributor ⭐️
asked in Customer Success (CS)
Inline survey not populating in JO

I have created a Generic Survey and added the survey to a template using the “question” survey type. When I go to add this survey to my JO program, I cannot select the ‘question’ in the set up of JO. Please let me know what i am doing wrong! thank you!

241
matthew_lind
2 months ago
D
Daryl PortchContributor ⭐️
asked in Customer Success (CS)
Timeline entries back to hubspot

Is there a way to post timeline entries back to hubspot company activity?If not is it possible through API, Zapier etc?

261
Mdsingh
2 months ago
S
SamContributor ⭐️
asked in Customer Success (CS)
How do I add a running total (cumulative sum) based on dates in Report Builder?

I have data in Gainsight that returns 1’s and 0’s for each entry. I want to create a running total or cumulative sum of 1’s for every date entry. How can I do this using the ‘add formula field’ feature in Report Builder? TIA 

1193
S
2 months ago
C
Conor6Contributor ⭐️⭐️
asked in Customer Success (CS)
Weird issue with Milestone rule

I have created a rule that checks when 2 specific CTA’s have been closed. There are 2 actions in the rule both create milestones of the same type but for different reasons. For some reason the first action works fine, it creates the timeline entry and also appears in the customer journey widget. The second action also appears to work and can be observed to work in the execution logs, however no timeline entry is created and it does not appear on the customer journey widget either. Has anyone else had this problem? Any advice would be appreciated!

905
D
2 months ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Summarizing open risk CTAs at a Company level (or anything else that has multiple records per Company to be summarized in a multi select)

If you use CTAs for managing and reporting on risk, you might get requests like this from the business:Can you add the open risks to [XYZ] report?How can I see a summary of the open risks on the account from the [company level] report? How do you report on risks using objects not sourced from Call to Action?Here’s how we accomplished this using a multi-select field! Step 0: Add your new multi-select field to Company objectOurs is called “Open Risks” Step 1: Create a custom object that will be your “flattened object”I titled mine “Flattened Object for Open Risks.” The purpose of this object is hold one record per company with each “open risk” being its own column. The dataset columns will be each of your risk types.Be sure to include a string field called “Null value.” You’ll use this later when creating the multi-select. Step 2: Create a rule to load to your flattened objectTo get data in your new custom flattened object, create a rule to fetch from Call to Action.First, fetch from the

581
benwanlessmenlo
2 months ago
L
lira.bContributor ⭐️
asked in Customer Success (CS)
Bounce and Out of Office replied email after sending comms in JO

Has something changed? I am a heavy JO user and we normally send emails to our customers. Sender is our c-suite with the reply to email being someone else (team or individual email) I just received a bunch of forwards from my c-suite exec on bounced emails and Out of office replies. This is has not happened before.My only guess is that something has changed or is something wrong with our set up. Has anyone experienced this or is it new? 

314
dayn.johnson
2 months ago
D
DStreetExplorer ⭐️⭐️⭐️
posted in Customer Success (CS)
Customer Obsessed = Customer Advocacy

Develop an overall understanding of each client’s business, their product utilization, and their relationships.

160
D
2 months ago
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
Report of Customer Goals associated with Success Plan for Snapshots

We are creating a success snapshot that includes a report of Customer Goals. We can choose the company and success plan for the snapshot to reference, however, for the report, we can’t seem to only show the goals associated with the success plan selected - it shows all of them.Is there a way to identify goals associated with a customer’s specific success plan so that only those are included in the snapshot?

19912
revathimenon
2 months ago
shayerisen
shayerisenGainsight Employee ⭐️
posted in Customer Success (CS)
Upcoming Gainsight CS October 2024 Release Sneak Peek!

Hello Everyone,This is to inform you that for the Q3, October release, there will not be an Early Access to Release Notes document available. Here is a high-level list of tentative items you can expect in the Q3 Gainsight CS release:Scorecard Optimizer - Improvements to Setup and Model Results*  – We understand that optimizing scorecards is a challenge for many customers, as assessing their effectiveness and choosing the right weights and thresholds requires complex data analysis. This makes it difficult to predict churn and expansion accurately, which is crucial for efficient Customer Success operations. *Please note the Scorecard Optimizer enhancements are no longer going as part of the October Release.                                                                   Timeline: Calendar Context Resolution Update: While customers have made great use of the Calendar integration for creating activities, some have encountered challenges with contact data not being consistently accurate.

88516
Adrian Raposo
2 months ago
Erseburse
ErseburseContributor ⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
6sense integration with Gainsight

does anyone out there have experience using 6sense with Gainsight? if so- any pointers?

1783
K
2 months ago
L
lindsay.smithnorrisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gong and Gainsight Assist - CSM benefits

Our org is evaluating Gong (predominantly being led by our Commercial ops team), but I’m collecting some details on the benefits and how it is used by CSMs in Gainsight. When you have the Gong integration to Gainsight and it creates the Timeline record from the transcript and analysis of the conversation, can it also automatically create CTAs for the CSM to follow up on/action as appropriate?If you use Gong now and went to a new org that didn’t, and you were to pitch to that org why they should buy Gong, what would be your short list of benefits for how it will impact/help your Customer Success team specifically?

222
L
2 months ago
K
Kalyani KoppoluContributor ⭐️
asked in Customer Success (CS)
Success Plan export

I was working on my success plan for my customer and decided to export it so I can see how it looked so I could include it on my email. I always share my screen during my meetings and work with the customer on the success plant, but there are times where you want to share an export of it.I was hoping with the recent release this would be improved. When you do the export on the Success Plan page it exports all CTAs and Tasks, and does not include the success plan you are viewing. It would be helpful to be able to export the success plan from the success plan page. Further, If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way I found to export these is if you are on the Main Cockpit off of the main menu. You also need a filter otherwise all CTAs are listed. Below are the screenshots of the various ways I tried to export the information.I also attached the CTA and Task output.If I go to All CTAs for the relationship nothing shows up: Thanks!!

311
jason_metzler
2 months ago
A
AnkitaGainsight Employee ⭐️
posted in Customer Success (CS)
Webinar: Supercharge Your Sales Pipeline: Leveraging CSQL for Customer Success-Sourced Leads

In the rapidly evolving world of customer success, the synergy between sales and customer success teams is more critical than ever. One of the most impactful ways customer success can contribute to sales growth is through Customer Success Qualified Leads (CSQLs). Here, we’ll explore what CSQLs are, why they’re important, how they work, and the benefits they bring to both teams.Register for the Webinar HEREWhat is a CSQL?A Customer Success Qualified Lead (CSQL) is a lead identified by the Customer Success (CS) team as a potential opportunity for expanding revenue, whether through upsells, cross-sells, or renewals. Unlike traditional leads sourced by marketing or sales, a CSQL is driven by the CS team’s direct interactions with customers, their understanding of customer needs, and their ongoing relationship management. Why are CSQLs Important?CSQLs are crucial because the CS team is in a prime position to spot growth opportunities within existing customer accounts. By leveraging their in

281
kiranpanigrahi
2 months ago
sakumar
sakumarHelper ⭐️
published in Customer Success (CS)
Viewer+ Analytics license

Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A

10906
V
2 months ago
rahul_prayakarao
rahul_prayakaraoGainsight Employee ⭐️
posted in Customer Success (CS)
Feedback on Dashboard Exports

Hello everyone, I am the product manager for Dashboard exports, and I am trying to understand the use cases that would require you to export dashboards. And a follow-up question would be - are the current dashboard export capabilities (as PPT, Link, and PDF) addressing all your use cases?

282
N
2 months ago
M
marnol14Contributor ⭐️
asked in Customer Success (CS)
P360 Attributes widget is not loading

I’m looking to launch the P360 to our internal team but the Person / Company Person Attributes fields are not loading for me. When previewed, every other widget is giving a preview, except for that one.Is there a known bug that is causing that widget to not load in the P360?

564
anton_vinny
2 months ago
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Data Designer - Formula Field - Date - Is this a bug?

Im trying to create a date difference between two date fields in data designer (Created Date and Current Date) say a Success Plan.When creating a formula field for date type, Im confused why the second parameter wont load any date related field? Instead its showing an integer field. Also why it wont show option for “Today’s date” as it is available in Reports formula field? This seems to be a huge gap and a bug? 

262
dayn.johnson
2 months ago
sshroff
sshroffGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
August 24th Post-Release Updates

Check out our August 24th Post-Release Update and be sure to subscribe to the Product Updates section in Community to receive notifications for these updates moving forward.  

120
sshroff
2 months ago
gabrielaarenas
gabrielaarenasContributor ⭐️⭐️
asked in Customer Success (CS)
Best practice Reassign CTA's when a CSM is no longer an employee

I had 2 CSM’s who are no longer with the company so their book of business was reassigned to new CSM’s. The CTA’s are still in the old CSM’s name, what is the most efficient way to reassign their CTA’s to the new account owners?

531
pveeravelli
2 months ago

Badges

Show all badges
Terms & ConditionsCookie settings