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Customer Success (CS)

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

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  • 15,624 Replies
4939 Topics
anirbandutta
anirbanduttaExpert ⭐️
published in Customer Success (CS)
Gainsight Community Product Ideation GuideBlog

Read me first if you got a need for a feature that is currently not offered or a feedback regarding the way things work, you can Submit a Product Feature Idea. 1. Search If there is already an Idea or a Discussion on the topic you are thinking about, great! Simply head over and engage on the existing Idea:Vote Up Comment on it to add to the thread, your specificsIt always helps to build on the existing engagement on a piece of content rather than trying to build it from scratch.Tip: If you spot duplicate ideas submitted, please @mention user Gainsight_Community and we will Merge the Ideas. P.S. All votes are aggregated  2. Create an Idea If you cannot find an existing Idea or Discussion that’s related to your topic, then select ‘Create an idea’ on the Ideas landing page.An Ideal Idea format:Subject: The high level objective of your Idea. Description: Details should clearly define your Requirements. Make sure to include:A clearly defined use case or business problem that is not met with

11440
anirbandutta
2 years ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight's CS Ops Product Council: Championing the Voice of the CustomerBlog

About the AuthorsDarshana Shah, VMware @darshana.shah - As a Customer Success Ops Leader and Level 3 Certified Admin, I help guide and improve our system to successfully produce powerful data analytics to drive action toward CS goals. Over the last 3 years I have spent much of my time, outside of my day to day, participating in Gainsight’s CS Ops Product Council, engaging with the Gainsight product team, and actively engaging other admins through our Slack channel. I have learned so much and been able to help new Gainsight admins on their journey.Sarah Miracle, Newsela @sarahmiracle  - As Gainsight Adoption Manager, my primary responsibilities are to ensure our business is using Gainsight to its maximum potential and that system users are adopting the platform. As the System Admin, I research, build, and implement functionality in Gainsight to support our CS workflows. I have my Level 1 Associate Admin and Level 2: Reports and Dashboards & Journey Orchestrator certifications with p

4180
anirbandutta
2 years ago
A
abhi1289Gainsight Employee ⭐️
asked in Customer Success (CS)
Filter on Date format

Once after exporting the report from the report builder, we cannot filter down records on date fields. The date field is exporting as general format rather than date format.

330
A
2 years ago
R
ravi0389Contributor ⭐️
asked in Customer Success (CS)
How to create custom dependent picklist/dropdown for CTA Type ?

Hey , I want to create a custom dependent dropdown named Subtype and this should be dependent on CTA type.  I created the categories and also tried to create dropdown custom field for CTA type but unfortunately i am unable to make CTA type as controlling and sub type as dependent ? is this possible. Need some help pelase

2860
anirbandutta
2 years ago
Patty Soldani
Patty SoldaniContributor ⭐️⭐️
asked in Customer Success (CS)
How to report of +Follow Button?

I was following another feed with my question, but it is marked as solved, but it does not address my question. I am looking on how to report on just customers that are being +Followed.  We already define customers by user, but we we also want the user to be able to +Follow their customers that they consider are priority.  I just can’t find a way to report on the +Follow button.  Thanks

1010
E
2 years ago
M
mmaasContributor ⭐️
asked in Customer Success (CS)
Tiered Engagement Type

How can I remove the number from Tiered Engagement Type. Ex, 0-Outreach and also, how do I change the default Tiered Engagement type for new customers to 'Evaluate' instead of 'Outreach'?

340
M
2 years ago
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tgaddeGainsight Employee ⭐️
asked in Customer Success (CS)
Email Notifications for the Events framework

Hi Team, Do we allow the email notifications for the Events framework in rule chain for success and failure? Because one of the customer reported that he is not getting any notifications for Events framework. So Is it an expected behavior?

190
T
2 years ago
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angkorwatContributor ⭐️
asked in Customer Success (CS)
Why Sandbox refresh?

I understand that refreshing any sandbox is a great way to know that the configuration you are testing with is the same as the configuration in Production. However, the issue is refresh wipes out Sandbox changes. If we are spinning out the sandbox for our own development in first place. Why we want to get the latest changes from Production?Can this practice be made optional?

330
A
2 years ago
A
abhi1289Gainsight Employee ⭐️
asked in Customer Success (CS)
Field to be Mandatory upon Closing while CTA creation

Hi Team, Cutomer has set mandatory fields upon close under the CTA Type. The issue we are seeing is if the CTA is created manually and the status is put into Closed during the creation process it doesn't generate the error message that these fields are required. Thanks,Abhishek

2210
T
2 years ago
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cormac.kerrContributor ⭐️
asked in Customer Success (CS)
GS Asset Usage Tracking - Asset ID showing as 'Unsaved' for some reports

Hi folks,I am working with the GS Asset Usage Tracking object to gauge how often certain reports and dashboards are used/accessed by internal users. I have created a rule to take a snapshot of the total event count grouped by Asset ID but for some records there is no value for Asset ID and it only shows ‘Unsaved’. I believe this to be the event count for any reports that are created within the report builder but never saved with a specific name and thus default to ‘Unsaved’. This seems to be causing issues when trying to calculate the true event count on these reports.Does anyone have any information on this ‘Unsaved’ value and what actually causes it to appear? Thanks   

460
rakesh
2 years ago
Sania Ahmed
Sania AhmedHelper ⭐️
posted in Customer Success (CS)
📢 List of New Articles from 6.33 August 2022 Release (NXT and SFDC)

The v6.33 NXT Release Notes  is now available for EU and US customers. As part of this release, we have published 17 New articles and updated 26 Existing articles. List of New Articles CX Center Sentiment Analysis Overview Data Designer  Formula Fields in Data Designer Data Management Company Merge Activity Horizon Analytics Self Service Analytics Configure Self Service Analytics Journey Orchestrator Email Reports through Simple Program Rules Engine Events in Real-Time Rules Timeline Timeline APIs Unification Unification Overview Company Unification Data Steward Unification FAQs User Management Teams User Management APIs X-Org Migration X-Org 2.0 Change Document X-Org 2.0 Migration  For more information on updated articles, refer to the V6.33 Release List of Updated Articles - NXT. _______________________________________________________________________________________________The v6.33 SFDC Rel

2000
Uzma Gani
2 years ago
Erseburse
ErseburseContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA not connected to Company?

Hi all: One of the goals we’re trying to do with my team is to reduce the number of “places” people need to go. A prime example of this is where folks can manage their “To-Dos” that arent attached to a Company per se. So for example, they need to fill out a form by MM/DD date. Is there an ability to create a CTA without having it connected to a company? Or is there an alternative workaround? Thanks! 

470
Erseburse
2 years ago
S
sandeepchidiriHelper ⭐️
asked in Customer Success (CS)
Limitations with data designer

Hi Team, Currently we have a limitation in the data designer for the picklist data type fields.When ever the picklist data type fields are used in the data designer after preparing the data , The data types are automatically converted into string.Please find below screenshot   Can you please have a look at it and let us know if we have any plan in future releases to fix this so that customers can use picklist data type fields as it is with out converting the data type to string.   Use case: When user tries to uses this data designer object in the dashboard they are not able to apply the filters for the picklist data type fields along with other reports as all the fields in data designer object is of string or number type.   Let me know your thoughts   

4900
rakesh
2 years ago
david_r
david_rContributor ⭐️
asked in Customer Success (CS)
Where is the REST API or other API documentation?

I am trying to understand how to develop on the Gainsight platform, but I cannot seem to find any documentation or developer site/community. For example, I just wanted to see how to create a CTA or Timeline entry using code, but have found nothing.  Thanks.

2760
Sania Ahmed
2 years ago
M
MelanyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Do I need to activate the playbook?

Hi community!Hope you are doing well.  I created a CTA which is connected to a playbook but I was wondering if I need to activate the playbook or if it activates automatically with the CTA.  Thanks!Appreciate your help!

210
matthew_lind
2 years ago
J
jberberichpaycorContributor ⭐️⭐️
asked in Customer Success (CS)
Renaming Script Fields in Journey Orchestrator.

We recently added JO to our services for surveys and I am running into a roadblock when it comes to naming fields.It seems that all of survey results funnel into 1 object which makes it difficult to obtain reporting or to rename using specific fields.Case in point is for String fields.  I have String 1, String 2, String 3 but these do NOT always have the same data across multiple surveys.ex. String 1 could be First name in one survey but String 1 could be Full Name on another.I did not build the surveys like this so not certain if there is a work around or?  

170
kelly
2 years ago
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?

1780
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?

1650
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?

460
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

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