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Customer Success (CS)

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

  • 4,939 Topics
  • 15,624 Replies
4939 Topics
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Add New Contact Info to SFDC First OR Enter In GS

I know for the initial connector setup, our info was pulled from SFDC. My question is, if i have Joe Smith in SFDC & I sync him over to GS, if I want to add another attribute to that contact, do I need to do it in SFDC first, then re-sync OR can I add that in directly into GS? Will this create any duplicates if thats the case?Thanks! 

190
M
2 years ago
steve_margulis_1f2f88
steve_margulis_1f2f88Contributor ⭐️⭐️
asked in Customer Success (CS)
Is anyone integrating data from UserVoice into Gainsight?

Our VP of Product just asked if we could pull UserVoice feature requests into Gainsight to provide more information about our customers on the C360. Does anyone have experience doing this?

730
n.ladeur
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
SFDC Connectors - Sync Issue

I have accounts in SFDC that show an “At Risk Flag” but show up Green in GS.Something is not syncing up properly.  The Health field in SFDC is not matching up.Can you please let me know the steps to take to fix this?Thanks!  

180
M
2 years ago
Kaffersan
KaffersanContributor ⭐️⭐️
asked in Customer Success (CS)
Gainsight Widget in Salesforce: how to customize tabs?

We implemented the Gainsight widget in the SFDC account object and are wondering if and how the tabs displayed in the widget can be modified? A number of the tabs displayed by default in the widget like Open Opportunities, Contacts or Cases are redundant or irrelevant because it is Salesforce info synced to Gainsight. To improve the CX we want to remove those redundant tabs.

660
Kaffersan
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Journey Orchestrator

What is the basic info I would need to build a program in JO?  

510
saltamash
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
JO Journey

How much do you have to build at once?  Can I start building a small program and then add an additional one or would I need to add directly to that first program I built?  I hope that made sense:) We just want to start with a small journey and go from there, so please let me know best practices if possible. Thanks!

210
heather_hansen
2 years ago
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donnamcnamaraContributor ⭐️⭐️
asked in Customer Success (CS)
Trying to find a drop down used in Success Stories

Hello! I’ve inherited an instance (SFDC) of Gainsight and am looking to update a drop down on our success story entries. They are entered in C360 as an alternative to success plans. The drop down list is a list of our product offerings that needs to be updated.I’ve gone into Data management / drop downs and am not seeing it there. When I go to one of my reports with that object in there, I can see the path as CTA Group. I’ve gone into CTAs and am not seeing it in there either. I’ve also looked at the configuration of the success story template and am not finding any clues there. Any ideas on how I can reverse engineer to find out where this drop down list is pulled from? TIA!

530
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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
How do I add activity date to existing dashboard?

What is the quickest way to add activity date to an existing dashboard?

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matthew_lind
2 years ago
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stevehsupportContributor ⭐️
asked in Customer Success (CS)
Best ways to redirect to G2 for surveys

Bit of a newbie question here ….. We are looking to introduce end user surveys, and redirect people to G2 from within our own App.At this point we are not discussing the selection process, but I am keen if anyone else does this redirect to G2 and has some documentation regarding how / where we redirect the user to. All advice gratefully received

310
S
2 years ago
Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Customer Success (CS)
Gainsight's July/August 2022 - Q2 Release is LIVE! [NXT & SFDC]

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.33 release is live in NXT orgs in the EU as of July 23, and for US customers on July 30. Check out the release notes. Some highlights from the NXT release include:SIMPLE PROGRAMS IN JOURNEY ORCHESTRATOR: Simple programs make it easier to automate customer engagement. Design journeys with a single predefined source (CSV, Segment, Data Designer, and Event) and single action type (CTA and email), requiring little preparation or administration. Learn more MANAGE COMPANY DATA ACCESS THROUGH TEAMS: The Teams feature allows admins to control which users have access to a company's data. For example, when admins assign users to a specific company in Teams, only those users will have access to that company's data. Learn more NEW X-ORG EXPERIENCE: Gainsight has redesigned X-Org to simplify and improve the admin experience while migrating assets betw

3060
S
2 years ago
spencer_engel
spencer_engelExpert ⭐️
published in Customer Success (CS)
Tutorial: How to restrict CSMs to only see the accounts they're assigned to

A recent common use case we’re seeing is customers who need to be able to restrict permissions for certain users. An example would be only allowing a CSM to view the accounts he or she is assigned to. This is especially relevant for customers who operate in the public sector or any industry with strict security regulations.There are a few different parts of the product that need to be set up to accomplish this use case in Gainsight. I hope this document can serve as a comprehensive guide, but here is some relevant documentation to reference as well: Gainsight Data Permissions For SFDC or Hybrid customers, Tutorial: Salesforce Sharing Settings are honored in Gainsight  User Management (for how to add/edit users)Step 1: Identify your user group  Determine which of your users need to have this permission restriction applied. If it’s all CSMs (like in my video tutorial below in Step 2), then this step will be fairly easy.  However, if your use case is more nuanced (perhaps only a certain

6990
alizee
2 years ago
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jberberichpaycorContributor ⭐️⭐️
asked in Customer Success (CS)
Managing Multiple User Groups in Gainsight

I am searching for anyone out there that has a nice and clean solution for managing multiple user departments within Gainsight.Example is we have Support, Partner Managers etc…Issue: When going to add activities we are trying to manage the activity types but there is no way to hide types from specific departments such as if I am a Partner and adding an activity I do not want to see the activity types that Support may have. 

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matthew_lind
2 years ago
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SyedContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to remove duplicate values from Union in Data Designer or from Rule?any suggestion?

Combined 2 tables in Data Designer via Union but gives me duplicate rows.How should i remove them?

2890
W
2 years ago
HollySimmons
HollySimmonsHelper ⭐️
asked in Customer Success (CS)
Grant permissions for dsahboards based on permission bundle

Currently I can give view and or edit access to dashboard either to individual users or a user group defined via the data permissions. I would (in addition as opposed to taking away anything) like to have the option to provide access based on permission bundle, as for us bundle and data permissions are the same thing so right now I have to maintain the same list of users in two separate places. 

300
NoraG
2 years ago
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achamariaGainsight Employee ⭐️
posted in Customer Success (CS)
To be able to report on user data for internal dashboards

It would be wonderful to have the below information in a report :-How many unique users has viewed each dashboard in the last rolling 12 months. (monthly over month)-How many views each dashboard has in the last rolling 12 months. (monthly over month)-Clicks into each dashboard-Duration on each dashboard-Ranking of most viewed dashboard to less viewed dashboards.

220
A
2 years ago
mtowlehilt
mtowlehiltContributor ⭐️
asked in Customer Success (CS)
Failure when uploading success plan to service segment

I have successfully uploaded Success Plans using the Rules Engine to three of our service segments, but try as I might I continue to receive an error when attempting to upload the Success Plan to the fourth. This is the error I receive “UTC - System.LimitException: Apex CPU time limit exceeded”.  I opened a Support ticket on this issue on Saturday, I received notification on Monday that it has been escalated to L2 and am still waiting on a response.  Can anyone provide guidance on how to resolve this issue on my own? What is the normal TAT for support tickets? (IE is this 5 day wait time and counting normal?) Note: We use CS | SFDC.  Thanks for any assistance you can provide!

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mtowlehilt
2 years ago
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vijayasaileshGainsight Employee ⭐️
asked in Customer Success (CS)
Unable to use Boolean filed in Survey Question Logic

Hi Team, We could see the field in the Company Object  via CloudApp but could not find it in the Survey question logic  We are able to replicate the issue in our Local Tenant and seems like a limitation. Regards,Vijayasailesh

240
abhilesh_khatri
2 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Make it possible to delete or hide CSQL assets

We won’t be using the CSQL feature, yet we have pre-built assets in the platform that are just a nuisancethe CSQL - Customer Success Qualified Leads dashboard and all pre-built reports that go with it GS Lead and GS Lead Status objects Revenue Optimization section of AdminWould be great if all that mess could be removed or at least hidden if you’re not using the feature.   

620
bradley
2 years ago
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Brandon SixContributor ⭐️
asked in Customer Success (CS)
Early Survey in Gainsight University Course - Possible Bug?

While reviewing the “Day in the Life: How a CSM Uses Gainsight” course, I received a completion survey after a few seconds. I have not completed the course or any course yet in the end user training. I’m not sure how to report bugs, or if it even is one. If there is a better method to report this type of occurrence I’d be happy to learn. Else, see screenshot below.  

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B
2 years ago
hardik_mota
hardik_motaHelper ⭐️
asked in Customer Success (CS)
Missing/Extra Active Accounts in Account Scorecard History

Hi Team, We have noticed that account scorecard history is bringing “Active” company data from the “company” object.  Let’s say if the “ABC account” was active in Previous month & got “churned” in the current month. We are not seeing the account histrory for that account in the “scorecard history” report. This is happening because company lookup only shows currently “active” customers.  Please let us know if can change changing the Account Scorecard History Object to not track the scores for Churned clients? (or) is there any alternative? I am not sure how this is done if its an admin setting, a rule, or something else.

500
S
2 years ago
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MelanyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Conditional wait isn't working - Workaround

Hi everyone!I have an issue with one program. The conditional waiter when someone clicks a link isn’t working. The issue has been escalated to Gainsight Support but I need a workaround to make a program work. Basically I would need a workaround that allows the recipient to click on the link to continue on the journey, the conditional was set up was “Link Clicked for Send Email 1A”. Since this is bug, do you know about any other workaround? Appreciate your help! Thank you!

740
heather_hansen
2 years ago
ben_daniels
ben_danielsContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Call to Action "History"

Is there any way to see the history of a Call to Action? I'd like to see a timeline of when the call to action was opened, any change in assignments, when comments were added (and by who), when the status was changed (and by who)?

710
N
2 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Report on CTA "Theme" overlap by priority?

My company has been tracking accounts at risks using 4 separate picklist fields at the Company level:  Primary Risk Theme, Primary Risk Sub-reason, Secondary Risk Theme, Secondary Risk Sub-reason.I am moving them over to the CTA framework to allow more flexibility long term, but they still desire this concept of Primary and Secondary themes.For this, I am using Reporting Category.  When they select a Reason, the Reporting Category automatically gets set to one of the 6 core themes.To distinguish between Primary vs. Secondary, I am instructing them to leverage the Priority (High = Primary, Medium = Secondary)Trying to figure out how to build a report that will show the number of companies where themes (Reporting Categories) overlap as either Primary or Secondary, to try and identify correlations.Previously we had a report like this, when using the separate picklist fields for Primary and Secondary: Racking my brain but cannot figure out how to do something like this via Data Designer. 

350
matthew_lind
2 years ago
dmurphy4040
dmurphy4040Contributor ⭐️⭐️
asked in Customer Success (CS)
Snowflake Connector Update

I’ve added a couple of columns to the Snowflake table to which I’m connected from Gainsight.  However, the fields that I’ve added are not showing up in the connector when I edit the connection in Gainsight.  Is there something we need to do to surface those fields? dave

910
dmurphy4040
2 years ago
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MelanyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Is conditional wait working?

Hi everyone!I have an issue with two programs. The conditional waiters when someone clicks a link isn’t working. According to the flow, if I click the link, a CTA is supposed to be created, if the link isn’t clicked, I should receive Email 2. I sent me a test, I open and click the link and I get the Email 2, which means the click link wasn’t read.  Do you know why this is happening? Thank you!

230
M
2 years ago

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