Customer Success (CS)

  I previously created a Data Designer dataset called Opportunity with Roll-Up and Scorecard. Today I am trying to identify all reports built off of that dataset because we are making changes to our Scorecard. When I pull up Report Builder, and filter on Source Object: Opportunity with Roll-Up and Scorecard, I get 3 results:   But I know for a fact I have more than this: I have triple-checked myself to make sure I’m comparing within the same Org (I’ve made that mistake before ) I tried this in an Incognito window and got same results. I’ve

We have trial customers, which we would like to have in Gainsight so we can see product usage. However, Gainsight requires that we associate it with a scorecard, so we would like to create an unweighted scorecard. We want it to be unweighted because we want to see some of our scorecard metrics (i.e., product usage), but because these aren’t paying customers, we don’t interact with them much, so we don’t want it to be included in the overall health score. It doesn’t appear there is a way to create an unweighted scorecard. Any suggestions?

I would like to use GainSight as my TO DO list so I’m working out of one platform. Many of my tasks aren’t necessarily directly related to a particular customer or a CTA. Can I create a standalone task? Or group my non customer specific tasks together somehow? OR would I just have to create a running CTA and manage all my tasks under that?Thoughts on a postcard! 

Hello,I want to move the all timeline notes from one account to another. Is their any way we can move the timeline notes in Gainsight? Thank you! 

The current ADD button for Use Cases on our C360 re-directs to the standard SFDC process for adding a new case. We’ve made customizations to this process, so our process doesn’t align with what is standard in SFDC. Is it possible to re-point the ADD button for Use Cases to a new SFDC page for adding use cases?

Is there a way in Gainsight to create custom Relationship Fields? My Team wants to create a Cost or Compliance Field and there is no option for that in the current Selection list to the Left  

Hello,We have a large number of rules in place and have had an issue with DCRM opportunity field dates being updated by the system that we need to troubleshoot. What would be the best way to track the audit trail back to identify which rule is making these changes so that we can try to resolve?I’ve read that some admins have had success creating reports to identify changes made by the system--can anyone share more info about how they did this? Thanks!

Hey All!  Looking for some advice on the best way to define user groups/dept. within a customer account.I have a few accounts that I work with that have completely separate teams for different products.  Is there a way to tag users/define users to show they are part of a group so I can easily see on the account timeline what emails, meetings, and notes are for which team? I did some reading on relationships in GS but I’m not sure this is what I’m looking for.  Thank you! 

I am new to Gainsight but have been asked by a user.. is there anyway when a CTA is closed, that the affected/linked case in Salesforce can also be closed at the same time? the user said this would help them save time between screens/systems versus having to manually close the case in salesforce when a CTA is closed for that account as well. Thank you.

Hey @matthew_lind!  I hope you had a wonderful holiday:)I was hoping you could help me with something.  We want to add the Full/Partials to show in a section on our Account Health Dashboard…. snaps below: I know I need to build a report first, but I’m not totally sure on what data I need to pull.I hope that made sense…  Please let me know if you need more context or have any other questions.Thank you!!~Melissa

In our continuous endeavor to improve our rules and data processing platform, over the last two quarters we have done many changes which have significantly improved the average wait times across our customer base for rule runs. This post shares a brief on the changes we have done and the impact it has had on execution times.We have moved rules into our micro service architecture and have also scaled our infrastructure to meet the growing number of data processing executions. Additionally, we have also worked on improving context switching and micro batching of jobs resulting in reduced wait times for the rule to be picked up for processing. Because of these changes, we were able to increase the parallel rule executions for our customers.We pushed these changes in a phased manner

Hi Team,I am making REST API’s call to Gainsight objects and fetching the data.In order to make the API calls we need to generate the access token and pass it in the header.To generate the access token we are using grant_type=’refresh_token’ and passing new refresh token each time. But somehow getting issue as ‘ Invalid refresh token’ . Wanted to check is there any other way apart from the refresh token to generate the access token and get the authorization done?Let me know if any more details needed. Thanks in advance!!Priyanka

Within Gainsight Home, what is the date range of the NPS Widget?

Me and my team are having trouble getting one of our newly created Success Plans to allow us to select the Templates we have created. We created Playbooks along with Tasks and the Templates aren’t showing up in the selection area for Templates when creating a new Success Plan. All of our other plans are working properly. What could be the problem here?

Hi Team,I am making REST API’s call to Gainsight objects and fetching the data.In order to make the API calls we need to generate the access token and pass it in the header.To generate the access token we are using grant_type=’refresh_token’ and passing new refresh token each time. But somehow getting issue as ‘ Invalid refresh token’ . Wanted to check is there any other way apart from the refresh token to generate the access token and get the authorization done?Let me know if any more details needed. Thanks in advance!!Priyanka

Hi,do you know if it is possible to customize the options available in the new C360, for the button “Create”?My team would like to have “Call” instead of the 3 that are there.Thanks! 

Hey,We would like to share some dashboards automatically with certain user groups. Currently, we have a team that does not have full licenses and therefore we have to share the corresponding dashboard with them manually. Is it possible to create user groups and automatically share the corresponding dashboard with this user group? And if not, are there other solutions or ideas?  Thanks in advanceAdrian

Hi all,I have exhausted every article in Community and on GS Support, as well as reaching out to Support directly on this issue. I have been struggling with the Timeline POST API for a few weeks, I have tried modifying my payload a number of ways and consistently get this error:   "code": -701,  "error": "DB_EXCEPTION",  "message": "DB exception occured.",  "breakingNews": "Sql exception occurred while processing",  "data": null,  "path": "null",

For those fellow users of Gainsight R360’s for Onboarding Projects, I’m interested to understand how you use the tool for resource planning / scheduling of your onboarding team. For example do you use specific reports or dashboards to understand team capacity and availability to take on future projects. Ideally I would love to see in a single gantt chart few all of the R360 Onboarding Projects with a defined start and end date, allowing me to see where there are significant gaps between one project ending and another starting. Alternatively I’m keen to understand if there are third party softwares that are being used to facilitate this need for Resource Planning / Scheduling that have integrations with Gainsight?

The PX December release is now live in US and EU production orgs. There were no significant enhancements or new features introduced as part of the December release, hence there won’t be any separate release notes available for this month. There were minor changes that took place in the PX Product addressing a few critical customer feedback, some of which are listed below:Display Null Value for Excluded Recent Timeframe in Retention Reports (Learn more). Keyboard Event Tracking (Learn more). View Type and Position configurations in Desktop Channel (

Hello,We are trying to set up an anonymous survey, however, we would like to link the responses back to accounts in Gainsight is this possible? Thanks!

Hi Community! I couldn’t find anything in the documentation, so I thought I’d ask here. When you clone an Email Template for a new program, do you have to manually re-create a button in order for a new ID to generate?We were getting some weirdly high click through rates only to find out that the HTML in the January, June and July Buttons all had the same Click Id, which was inflating our numbers. 

Is there a means to leverage the email to timeline feature when sending emails to various contacts across several different clients? Meaning, the email content would need to be logged to various clients’ timelines. Is that possible? TIA!

Has anyone tried or successfully use gamification type emails around usage? I’m thinking something along the lines of the Peloton app, where you have streaks and get emails with congrats on your 100th or whatever ride? In this instance it would send messages around you’ve logged in 5 days or something like that. TIA! 

The 22’December - NXT V6.34.2 Patch Release Notes are now live! This version contains information on the Timeline enhancement View Milestones Created on Relationships in the Customer Journey Widget in C360. ThanksFYI @minh_phan @anirbandutta @neelam_mukherjee @Adrian Raposo @courtney_hauser @sshroff @ljost14 @Divya @Sania Ahmed