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Customer Success (CS)

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

  • 4,903 Topics
  • 15,507 Replies
4903 Topics
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Customer Success (CS)
Discussion Question!👂 What have you always wanted to try in JO?

I feel like JO can do so much that there’s always ideas bumping around the back of my mind that I’ve never gotten around to trying.For me, for example: When a CSM adds a certain Timeline activity or completes a CTA task, it’s basically a way that they’re manually subscribing a customer to a drip campaign of info about a certain feature.What about you?? What’s one thing you’ve never done with JO, but you think it’d just be so cool?

17811
lane_h
2 years ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
How does the GS Viewer license work in NXT?

I see documentation for the SF edition that you assign the GS viewer license, but for NXT do we need to assign the NXT and the viewer license to give view only permissions directly from SF?

1593
spencer_engel
2 years ago
G
GainsightAdmin123Contributor ⭐️⭐️
asked in Customer Success (CS)
Inactive dropdown values are showing in report

Inactive dropdown values are showing in report, could you please suppress those?

440
G
2 years ago
G
GainsightAdmin123Contributor ⭐️⭐️
asked in Customer Success (CS)
Cancelled CTA should have its own Reporting category

When we cancel a CTA it is now showing either under “Open” or “Closed” based on the reporting category we select at cockpit status admin page, We need one more reporting category called “Cancelled” There are some scenarios a CSM can cancel CTA during the journey, So that CTA should not be showed under Closed CTAs or Open CTAs. Which is wrong and leadership are bit frustrated about this. Regards 

130
G
2 years ago
G
GainsightAdmin123Contributor ⭐️⭐️
asked in Customer Success (CS)
Need a custom Icon on top and a provision to add our custom URL

Need a custom Icon on top and a provision to add our custom URL , Such that we can place own URLs like case creation or feedback URL or our own FAQ document  

160
G
2 years ago
G
GainsightAdmin123Contributor ⭐️⭐️
asked in Customer Success (CS)
Where it says 'Overdue CTA's', it should say 'Overdue CTAs' (i.e. no apostrophe) on GS Home Page

Where it says 'Overdue CTA's', it should say 'Overdue CTAs' (i.e. no apostrophe) on GS Home Page  

170
G
2 years ago
T
twood2018Contributor ⭐️⭐️
asked in Customer Success (CS)
Reporting on initial outreach (SLA)

Is there a way to create a report that can track the difference between when a CTA was created and the initial outreach (phone or email) by a CSM. For instance, CTA created 7/27/2022 at 2:41 PM and the first outreach in the timeline after that CTA is 7/27/2022 at 3:47 PM (or first task completed on the playbook). The report would tell me that the first outreach was 1 hr and 6 min (and falls within our SLA agreement for first outreaches of 4 hours).

100
T
2 years ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Adoption Explorer: Filter down rows pre-ingest?

Within Adoption Explorer, how can add a filter or otherwise limit the number of rows the AE job reads?My data team recently increased an already sizable table by 4x, bringing it close to 8 million rows daily. I know I will never need 7 million of those rows, because they include data not needed by Gainsight. However, I haven’t found a way to filter the number of rows the AE job reads.With a “read” filter, or some pre-ingest filter in place, I’d benefit from faster ingests and also a reduction in the processing power required by the AE tool by identifying logically which rows I know I want AE to process further. By “dropping rows” at the initial read, I can process and ingest a more targeted dataset, improving my ingest speed and decreasing the processing load.

90
matthew_lind
2 years ago
D
donnamcnamaraContributor ⭐️⭐️
asked in Customer Success (CS)
JO Program - User "stuck"

We have an overdue notice program running in Journey Orchestrator - runs fine but looks like we may have one user “stuck” - he’s opened the email 10 times and hit our retailer microsite 3 times today. Is there a way to trigger a program to one individual email? In step 2 of the program, we have email address set as the unique identifier to ensure the same people don’t get multiple versions of the email so manually refreshing eliminates that person from a re-run. TIA!

100
D
2 years ago
andorfuhrer
andorfuhrerHelper ⭐️
asked in Customer Success (CS)
Attachment Fail Email with Gainsight Outlook Plugin

Our CSMs are loving the new Gainsight Outlook Plug-in! One feedback I have received from a few folks is the noisiness of the email they received when Gainsight cannot post an attachment.  Usually the attachment is either a screenshot or the logo on their signature.  Has anyone else been experiencing this?  Below is the sample of the email the CSMs receive when the attachment does not post  

2869
A
2 years ago
M
mknowlesContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is there a way to create a report that will only show when a specific activity type has not been logged?

Hello! I am trying to pull a report that will show me when a specific Timeline activity has not been logged. For example, we have 27 different activity types that a CXM can choose from when logging an activity. I want to understand how many accounts HAVE NOT had an activity logged for a Strategic Alignment Session activity. Is this possible?  Any help would be greatly appreciated! Thanks - Melissa

583
heather_hansen
2 years ago
C
charu smitaContributor ⭐️⭐️
asked in Customer Success (CS)
Is Gainsight 360 working or is a global issue?

I am not able to access Gainsight 360 since past few days. Is there a global issue? not finding any response from support team as well on the same. it is impacting our work.

170
C
2 years ago
M
myzoo77Contributor ⭐️
asked in Customer Success (CS)
Active Chimp

Please tell me about NFT. Recently came across a site mentioning it.Active Chimp

60
M
2 years ago
T2Echo
T2EchoContributor ⭐️
posted in Customer Success (CS)
Outlook Gainsight Assist Log to Timeline

Our CSM team has been loving using the Gainsight assist in outlook to log to timeline key emails and milestones from Outlook.  One issue we have seen is that if I log to timeline an email that was sent in the past the date is set to when we click send to timeline.  Is there a way to have it be sent based on the email sent date?  That way it accurately reflects when it was sent thus stays true to the timeline?  Right now we send to timeline then go into Gainsight and manually update.

1972
jeremy_johnston
2 years ago
A
Aporzio1Contributor ⭐️
asked in Customer Success (CS)
Add email address to recipient suggestions in task

Is there a way to add an e-mail to the autofill when sending an email from a task. We have a group e-mail that is not associated with a person that we have to type every time. I would like to make it so we can have it come up after you type the first few letters.

241
alex_legay
2 years ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
History of scoring

Currently, we are unable to see who changed a scorecard metric and what it was changed from.  CSMs would find it useful to see the history of measures including the date, user, and what was changed to see the full picture of the scorecard history.

629
angela_domenichelli
2 years ago
S
SyedContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Field Dependent on based dropdown

I have drop down in SuccessPlan Type. I have field name Res.If i select certain value in dropdown then make dependent field called "Res" with free text field to appear.Any suggestion? 

461
S
2 years ago
garg.kartik789
garg.kartik789Contributor ⭐️
asked in Customer Success (CS)
How long is OTP valid for when the customer is signing up for shared C360?

How long is OTP valid for when the customer is signing up for shared C360?

280
garg.kartik789
2 years ago
garg.kartik789
garg.kartik789Contributor ⭐️
asked in Customer Success (CS)
Where is this report being used?

Can we check where is a particular report being used?

704
garg.kartik789
2 years ago
A
AliceSPMContributor ⭐️
asked in Customer Success (CS)
How can I trigger a CTA when a field is empty?

Hi everyone, I’m trying to trigger a CTA from the rule engine “If A is empty then….”. How can I do that? Thank you! 

433
Stuart
2 years ago
D
DrWarmthContributor ⭐️⭐️
asked in Customer Success (CS)
Report Builder - removed Title/Description Edit from within?

I’ve noticed that the ability to edit the Title and Description of a Report from within the Report Builder is no longer available (can now only be done from the main Report List, similar to Dashboard Builder).  I was actually hoping to see that original edit-ability make it to the Dashboard Builder; instead it looks like both are now slightly more cumbersome?I tend to build and then refine reports, making adjustments as I fine-tune and then edit the Title/Description to best reflect those refinements.  Having to Save, Close, and then “Rename” the report seems like a step backward in usability - having the option to edit the Name and Description in both locations (within the Report/Dashboard Builders as well as the main Listings) provides optimal flexibility.

181
Azad
2 years ago
Wes French
Wes FrenchContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Example NPS Survey Heads Up and Reminder Email Templates

Hello GS Community! Is there a list of example Heads Up and Reminder email templates for an NPS Survey provided somewhere here on the Community? If not, I would love to see some examples that you all are having success with if you don’t mind sharing here. Thanks so much!

1430
Wes French
2 years ago
D
DavidSilvaContributor ⭐️⭐️
asked in Customer Success (CS)
Send Associated Person Payload when Creating CTA via API

Hey hey!I am been reading Gainsights API Documentation for CTAs and ran into a question - which would be the attribute in the API request to link an associated person when creating a CTA? In the payload I can define the Company GSID and get the Person GSID which should be associated but cannot send that over.  Is this possible or would it be some sort of limitation?  Thank you! David

310
D
2 years ago
garg.kartik789
garg.kartik789Contributor ⭐️
posted in Customer Success (CS)
Ability to filter drop-down columns in Scorecard Widgets

Please provide the ability to filter the drop-down columns in reports created in Scorecard Widgets

200
garg.kartik789
2 years ago
A
AliceSPMContributor ⭐️
asked in Customer Success (CS)
Can we have different icons in the search bar depending on if it's a parent or child company?

Can we have different icons in the search bar depending on if it's a parent or child company?

110
A
2 years ago

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