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Customer Success (CS)

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

  • 4,940 Topics
  • 15,624 Replies
4940 Topics
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reports

If I wanted to run a report to show if there are any duplicate contacts, how would I do that?What would filter on?Thanks!

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2 years ago
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JacquelyneContributor ⭐️⭐️
asked in Customer Success (CS)
Created Date on Case report is Import Date

Im building a report on cases, but the Created Date is pulling in as the import date. I need the original date the support case was opened, any idea how I can get that?

250
matthew_lind
2 years ago
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JacquelyneContributor ⭐️⭐️
asked in Customer Success (CS)
Reporting on cases out of SLA

Hi all! Has anyone ever successfully built a report on cases out of SLA? This would require somehow creating a filter that only shows cases after a set period of time. Thanks in advance!

280
matthew_lind
2 years ago
spencer_engel
spencer_engelExpert ⭐️
published in Customer Success (CS)
How to historically snapshot data to the MDA

Hi everyone - Have you ever wanted to historically report on a customer's ARR over time, only to find that it's actually really hard to find that information since there's no historical record of it? How about trying to figure out the average amount of days your customers are in a certain lifecycle stage? Or trying to figure out who all the named CSMs have been on an account over the course of a year or two? The easiest way in Gainsight to keep track of such information is by creating a snapshot table in the MDA. In this video, I explain how to set up an MDA object as well as a rule that can load to such a table. Please let me know if you have any questions in the comments below.

14540
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2 years ago
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JacquelyneContributor ⭐️⭐️
asked in Customer Success (CS)
Report on Objective Type?

I’m looking to build a report on Success Plans that includes the Objective Type (CTA Type) name. What field will allow me to pull this data in?

430
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2 years ago
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taryn1227Contributor ⭐️
asked in Customer Success (CS)
Closing success plan with outstanding objectives/tasks

We’re new to using Gainsight, and have built success plans to manage/track the implementation journey and associated playbooks/tasks. We sometimes experience churn prior to the implementation being completed - rather than closing the success plan (marking all objectives/tasks as complete), are there any suggestions as to what to do with the outstanding success plan?I want us to be able to retroactively see at what point in the success plan, the client did churn, what they did complete in implementation, what they didn’t complete, etc., but without having the success plan as active.Thanks in advance for any insight.

250
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2 years ago
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achamariaGainsight Employee ⭐️
asked in Customer Success (CS)
Auto populating a particular field or adding a validation check before saving the Activity

Is it possible to add a check on activity save action?We want to add a check that there should be at least one external attendee with Role = Exec Sponsor before the CSMs save it. 

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A
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Digital Segments

Is there a training video on digital segments or any training material on it?  Thanks! 

440
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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
What is the value of using success plans

Can you give me some reasons why using a success plan would benefit my team? Thanks!

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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Customers w Success Plans

Is there a way to figure out which customers of ours have success plans?  Is it just a search function or would I need to create a report? Thanks

540
kiranpanigrahi
2 years ago
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hemanth_kalidindiGainsight Employee ⭐️
asked in Customer Success (CS)
Unable to map number datatype to SFDC in CS Task sync mappings

Whenever we try to map a Number datatype field in Task sync, the Task field mappings is not listing corresponding Number datatype fields from Salesforce.  

530
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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
New Contact Added in GS

If I add a new contact directly into GS, will it be automatically synced to SFDC?  If not, is there a way to sync it?

1290
matthew_lind
2 years ago
niki_olmstead
niki_olmsteadContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Internal Email Recipients

One item that my team has asked me about is the ability to forward internal recipient emails to the Timeline. One use case is the correspondence between a product manager and the CSM regarding an escalation or roadmap discussion related to a single customer. They've asked for the ability to tag an account to emails so they can utilize the email to timeline feature rather than copy paste. The breakdown of customer facing emails to internal customer related calls is about 60/40 so they're pretty keen to have some way to automate that piece as well. As a workaround, they've asked if it makes sense to add the relevant internal account teams to the person object. My thought is no, but curious what you folks think is the best approach?

2070
sacha
2 years ago
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HWhismanContributor ⭐️
asked in Customer Success (CS)
Use ISCHANGED as a filter on a specific field for Rules

It would be great to be able to use ISCHANGED to trigger a rule. Without this I have to create more fields and a flow in SF to accomplish triggering a rule based on if a field value changes.Thank you

350
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2 years ago
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sean_wContributor ⭐️
asked in Customer Success (CS)
Sharing Rules Bypassed With Segments

Sharing rules seem to be bypassed while using segments (Specifically for company person)- has anyone else run into this?

190
Neha Gupta
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Demo Success Plans

What is the best way for me to demo a success plan to my team?  Are there any materials to help me with this? In a bind, thanks!

260
matthew_lind
2 years ago
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vijayasaileshGainsight Employee ⭐️
asked in Customer Success (CS)
Is it possible to set the "list view" by default in Person Section

Hi Team, Is it possible to set the "list view" by default (rather than Person map), in the Person section of a customer 360 ? Regards,Vijayasailesh

480
Shilpa Gumnur
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Cnames

Can someone please let me know why my company needs to set up a Cname?Super confused.Thanks!

430
matthew_lind
2 years ago
R
rkumarContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Ppt in dashboard builder

The browse ppt option to upload a ppt template in dashboard builder that allows to send a report in ppt doesn't allows to change the color of the text in the table in which the data is shown in ppt.1st image is the table header the text of which I want to change from black to white.2nd image is the view from dashboard builder from where I upload the ppt template to Gainsight.

1000
sam_buddery
2 years ago
sakumar
sakumarHelper ⭐️
posted in Customer Success (CS)
New C360/R360 Beta Documentation

We recommend reading the Change Management article to learn about the new and improved functionalities in the new C360/R360. We'd love to hear your thoughts on how we can improve the following new articles:For detailed information about how to configure the new C360/R360, refer to this Admin Guide. For detailed information about end user experience, refer to the User Guide.Note: Few of the new C360/R360 articles are still being evaluated, and changes may occur before we make the new 360 experience available to all customers. For any feedback, comment on this post below.FYI @gopal_rao_kallepu@neelam_mukherjee@Sneha Naranje@Raimy Paulson@Divya@Cornelia@anirbandutta  ***Subscribe/Follow this post to automatically receive updates when new content/document/communication is posted.***

4710
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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Playbooks - Company or Global?

Is it best practice to build a playbook on the company or global level?

610
matthew_lind
2 years ago
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JGarlockContributor ⭐️
asked in Customer Success (CS)
Removing accounts from GS ribbon and portfolio on home when Inactive or Churned

Hi GS Community. Anyone know how to remove accounts from automatically appearing in the Home Ribbon and My Portfolio sections if the account is churned or inactive? Doesn’t make sense for accounts marked inactive/churned to still roll up into company totals and ARR in the ribbon. Also don’t need to see them in the Portfolio section. (Specifically inactive accounts)The simple answer seems to be global filters in Home page configuration, but there seem to be a lot of nuances with that approach (only updating for folks who haven’t personalized their home page.) I can’t be the only one with the use case of marking an account as inactive and expecting it to be removed from view/totals. Appreciate any help you can provide! :) 

580
matthew_lind
2 years ago
Sania Ahmed
Sania AhmedHelper ⭐️
posted in Customer Success (CS)
Timeline API Article is Now Available!

The Timeline API article is now available on our support site.With this document, we have simplified and revised the structure of the API document to align it to the industry standards and improve readability. We plan to update the existing documents in this format to maintain consistency.Your feedback is valuable to us. We are open to any suggestions that you may have.Please reach out to me (@Sania Ahmed) if you have any queries/suggestions.Community Ask: https://community.gainsight.com/rules-permissions-15/where-is-the-rest-api-or-other-api-documentation-4527 ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @Uzma Gani @Sneha Naranje @Bhawya    Thank you!

5900
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2 years ago
jenniferpa
jenniferpaHelper ⭐️
asked in Customer Success (CS)
Is there a way to see the Data Designer Processing Details in Analyzer

We have a number of Data Designers scheduled to run on a daily basis.  In monitoring these DD runs, the actual start time can be several hours after the scheduled time based on processing delays and queuing.  This causes issues for my end users because reports are not updated when needed.  It also causes delays in CTA and SFDC Operations Request creation because of scheduled rules relying on the updated DD object data. I am testing the process to export the DD results to S3 with an S3 Event-Based Rule Chain to launch the rules but it is not in place yet.   Is there a way to analyze DD process time similar to the Rules Analyzer to identify which DDs are taking longer to process so we can modify the configuration for efficiencies or am I just missing the option in Analyzer?  If it is not in Analyzer, any suggestions for analyzing the results other than opening the Execution History for each DD?  

320
jenniferpa
2 years ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Logging future timeline activities

Does anyone have a process for logging future Timeline activities? There is a strong need for us to have visibility into what activities are upcoming, but the inability for other users to edit logged timeline activities makes this very difficult to operationalize. I am curious if others are using Timeline to log activities in the future, and how that process is working.

880
darkknight
2 years ago

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