Skip to main content

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
abeck0625
abeck0625Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Survey Link in CTAs

Hi Community,We recently updated our NPS Survey. Previously we only had the score and an optional comment, now we use survey logic to display questions depending on the NPS the customer selected.As a result, my previous CTAs for NPS are showing NA for comments (New Promoter Score: ${NPS Score} from ${Participant Id Full Name}, comments (if any) - ${Comment}).The new NPS survey also includes checkboxes and comment fields, so it would make sense to either:Display all the responses in the CTA or Display the survey link in the CTAI found this in the community: Unfortunately, this doesn’t work for us - we use NXT, and hence, create the CTAs in the Rules Engine.Do you have any ideas for a workaround? Thank you!​​​​​​​

2074
andreammelde
2 years ago
kunal_bhat
kunal_bhatHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
People Maps Feedback

Just creating a placeholder post here in case you don't feel like creating a new post. We'll be sure to reply to comments posted here!

36626
Shilpa Gumnur
2 years ago
G
gschardanGainsight Employee ⭐️
asked in Customer Success (CS)
URL Creation with Concat String Formula

A customer is facing an issue when creating an URL Concat string formula in a rule that they are able to right click and open in a new tab, but cannot left click to open the link.Is this a limitation or is there a workaround available?They have tried a few different suggestions from Community post but they are all a year or two old and have not worked. 

1161
bradley
2 years ago
cjacksonfe
cjacksonfeHelper ⭐️
asked in Customer Success (CS)
URLs in Survey Question

We’re sending an internal survey to account teams, and one of the requirements is a question that asks them if they are utilizing the auto-configured opportunity in SFDC, or did they create a new one. My issue is, while I’ve been able to create the URL, its not a hyperlink, and concatenating HTML tags around it does weird stuff, essentially breaking the field. I also tried having the field type URL in the MDA, however I guess URL fields are not allowed in Surveys? Any ideas on how to work around this?

2556
bradley
2 years ago
sakumar
sakumarHelper ⭐️
posted in Customer Success (CS)
📢 [NXT & SFDC] V6.33 Release Head's Up Communication for Admins - Coming Soon!

We’ll be sending the High-Level Product Release Summary list for V6.33 July/August release by New date: June 24, 2022 (old date June 21, 2022) (through emails, engagements, and Community).Following are the V6.33 July/August customer release dates:NXT: EU July 23/US July 30 SFDC: August 02FYI@karl@minh_phan@chuck_girard@neelam_mukherjee@courtney_hauser@lane_h@dshorter@anirbandutta@Adrian Raposo@Divya 

21710
sakumar
2 years ago
Shilpa Gumnur
Shilpa GumnurGainsight Employee ⭐️
published in Customer Success (CS)
Suggestions for Person Admin

Hello everyone!Hope everyone's safe and doing well.I've recently joined the tribe of Gainsight as a Product Manager for the Person model, Sponsor Tracking and People Maps and I'm super excited to get working on my first project, revamp of the Person Admin section that would entail:- Person Upload config C360-Person Config Sponsor Tracking Config screen Rules Engine: Load to People actions You can guide or nudge me by:- Suggesting enhancements Share pain points UX improvements Technical or functional gaps Any other feedback I'm all in for this project and ready to read every bit of info, so please attach relevant images of screens where you'd like UX improvements/links to support tickets/ customer conversation(that can be shared) or any other artefact supported on this platform. You can even write a song🙂Waiting to hear from you soon and I know you are generous.Thank you,Shilpa

36529
Shilpa Gumnur
2 years ago
C
charu smitaContributor ⭐️⭐️
asked in Customer Success (CS)
How can we get the fonts that we need as per our company's brand guidelines?

We have to follow brand guidelines laid out by the company on our communications going out to customers. Gainsight provides for only few fonts that are not part of our branding guidelines. Can you please suggest how to import the fonts we need in Gainsight tool?

1143
jparker
2 years ago
C
cshannon77Contributor ⭐️⭐️
asked in Customer Success (CS)
Logic for Company Hierarchy roll-up display

I’m wondering what the logic is for creating extra columns in company hierarchy to show roll-ups vs. just displaying an aggregate at the bottom/top of the column. I feel like it adds an unnecessary amount of additional clutter in the GUI. You essentially have two of the same columns where only the value on the parent company is different. 

371
C
2 years ago
anirbandutta
anirbanduttaExpert ⭐️
published in Customer Success (CS)
July 4th Upcoming Gainsight Community Product Ideas UpdateBlog

It’s no news that Ideas are the most used service on the Community platform.But it is news, and the cat’s already been out of the bag, that we’ll now have a way to Submit Ideas specific to Product areas and be able to sort them based on Product Areas.  https://communities.gainsight.com/ideasSo you won't have to scroll through the entire CS Product Ideas ocean to locate the ones on ‘Journey Orchestrator’, for e.g. WhenOn July 4th when most of us will not be using this platform, the current Ideas submission will be turned offYou will be able to submit Ideas till the day earlier, but not on July 4. The broad stepsOn July 4th, European standard time time 10am, Migration to the new home: Believe it or not We have only about 6750 ideas in the system.It is only fair that they get a house of their own on the main navigation, instead of having to scroll from the Community dropdown, and that’ll take some time. New home for Ideas on the main menu TimelineThe overall Migration > Mapping to the

1976
anirbandutta
2 years ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Opt-Out Email Object - Be able to remove or add records via API

We want to set up a stand alone Customer Preference landing page that multiple email senders will use (Marketo and GS). Right now, the way of editing Preference Management is manual via the email validator. Has anyone implemented a similar solution using APIs to update the Opt-Out Emails object to manager customers preferences?

991
jparker
2 years ago
M
mknowlesContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
JO: Best way to include a datasource URL in Email Template?

Hello - I am creating a program in Journey Orchestrator to send out to clients. Each client email will need to have a specific datasource URL. Is this possible with tokens? If not, what is the best way to do this?

513
matthew_lind
2 years ago
B
BobshabHelper ⭐️
asked in Customer Success (CS)
Copy CTA Views

Anyone know how to copy or duplicate a CTA view so that you can easily create slightly different views quickly?  Right now I have to start completely over even though the views are very similar.

1299
mpatra
2 years ago
A
AliceSPMContributor ⭐️
asked in Customer Success (CS)
Updating boolean if company has data

Hi everyone, We have created a custom object to list the customers who are under a specific type of contract. In the company 360, I would like to indicate with a boolean, whether or not this customer is under that specific type of contract. How can I modify the boolean based on the data imported in the custom object? In that custom object, I only have the start and end date. I’m looking at using something like “X is not empty then boolean ticked” Thank you!

481
matthew_lind
2 years ago
T
twilsonContributor ⭐️⭐️
asked in Customer Success (CS)
Smiley's on the inline survey question

You can add smiley's to your NPS scale on the survey but you can't add them to the inline nps question on the email template. We should have this capability. The smiley faces really help a user understand what their score will represent, especially with such a unqie methodology that NPS has. ​ Possibly in the product roadmap?

653
Chelsea.holfield
2 years ago
L
lynne.koloskiContributor ⭐️
asked in Customer Success (CS)
Using Gainsight for activites that includes multiple customers, contacts, meetings and notes

We are looking to use Gainsight to track all activities, meetings, notes, accounts and account contacts (multiple accounts and contacts) for our CAB and Focus Groups all in 1 place. Has anyone used Gainsight for this and if so please share how you did it!     

260
L
2 years ago
H
Harika SingadiHelper ⭐️⭐️
asked in Customer Success (CS)
NPS text analytics

Hi Team,1.Is there any way we can export text analytics from NPS survey?2.Any recommendations of how text analytics data is build which is showing aspect group?I see there is a data space called NPs text analytics (previous community post) Looking forward to hear. 

231
H
2 years ago
jbeker
jbekerContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Zendesk and gainsight

We would like to know if it’s technically possible to build an integration to push data from Gainsight into zendesk. We are trying to keep our team in Gainsight as much as possible and recently rolled out zendesk for some of our internal teams, and would like for our CSM’s to enter data into Gainsight that then creates the tickets in zendesk.  Not Sure if anyone has done this or if it’s possible but curious for thoughts! 

2259
anirbandutta
2 years ago
K
KennyContributor ⭐️⭐️
asked in Customer Success (CS)
Where does the Advancedoutreach Id come from?

I have just taken over admin for our companies Gainsight instance and some of our email chain programs stopped working. I noticed in the Participant Sources area we are filtering to make sure contacts have an “Advancedoutreach Id”. When I do some reading in the documentation, I see it is a unique program id. I guess my question would be how does that get set prior to a contact qualifying for a program?

1306
K
2 years ago
J
JessicaVContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
CSAT 5-point scale results & percentage in C360

Hi, Are there any plans to have the CSAT % and actual 5-point score for an account in the C360? The percentage is valuable, but we find the 5-point scale more meaningful in our organization. It’ll also eliminate manual calculations when we summarize the results. Thanks! 

150
J
2 years ago
C
cellisContributor ⭐️
asked in Customer Success (CS)
JO Program Looking at Timeline Entries

As a way to assist the CSM team with some heavy lifting, I am trying to create a JO program that will send a check in messages to customers without any timeline activity in greater than 120 days.    Criteria: customer must not have a timeline entry within the last 120 days, or, have never had an entry. At day 121, the system should check and pull primary contacts into a program to get the CSM outreach.   I’ve been list building for some time, but can not get it exactly right. It is mostly there, but a few customers that do have timeline entries within 120 are still appearing in the participant list.   Any ideas would be helpful!! 

1342
Cornelia
2 years ago
B
BobshabHelper ⭐️
asked in Customer Success (CS)
CTA View Logic not saving parenthesis

I am trying to use the logic below but every time I save the view the software removes the parenthesis around G and H which changes the outcome of the logic.  See below.  Anyone know how to get around this?  Example: A AND B AND (C OR D) AND (E OR F) AND (G AND H) AND IG = Status of ClosedH = Close Date of this QuarterI want to see either open records or closed records that closed this quarter which is the logic above. 

102
anirbandutta
2 years ago
J
jigar.vyasContributor ⭐️⭐️
asked in Customer Success (CS)
Customize CTA notifications

We create CTAs based on risk alerts and then the CTAs may be assigned to either CSM or Acct Owners. If they are assigned to CSM, everything works fine as they have Gainsight access. However, the issue is when CTAs are assigned to Acct Owners, we have problem with CTA notifications because Acct Owners do not use Gainsight and only work on Salesforce and they work on their associated tasks from Salesforce and not Gainsight. The problem is automated CTA notifications have links to Gainsight CTAs/tasks and those users who do not use Gainsight find it difficult to deal with such notifications.How can we customize the notifications to send only to certain users (CSMs) and exclude others (Acct Owners)? Is there a way to customize these notifications?Thanks, 

390
J
2 years ago
S
SyedContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Success Plan Type is not working

I have created one Success Plan type and when I assigned the type “implementation” while creating SuccessPlan. It didn’t work rather give blank screen.When I created new SuccessPlan Type with same fields,it worked .Can you please advise, what it could be the reason that my first Type” Implementation” is not working rather it was working before?

130
S
2 years ago
E
EngunetContributor ⭐️
asked in Customer Success (CS)
Success Plans records status Mass Update

I used Mass Edit to mass delete  records and/or Mass Reassign ownership for CTA or SP records, but I would like if the mass edit 'Action'  has more options like  'Mass Status Change'.  I was tasked to change all SPs created in years 21/22 to be closed, but Mass Edit couldn't help. Any idea?

502
matthew_lind
2 years ago
C
camberContributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to have tokens match the rest of the text color in JO Prgrams?

I’m using JO Programs to send out emails and changed the main font color to a dark grey. I’ve noticed that inserted tokens are showing as black instead. Where in the html would I specify that it should be dark grey? 

403
matthew_lind
2 years ago

Badges

Show all badges
Terms & ConditionsCookie settings