Customer Success (CS)

Hey folks, Does anyone know if there is a way to bulk-edit the success/failure email addresses for rules?  Potentially have a few hundred to change, so any bulk options would be preferred to manually changing them 1 by 1!

My company is looking to figure out a way to manage clients that have purchased multiple sites. Currently, we are using relationships to track the different products our clients own but we are seeing more situations where clients are purchasing multiple sites. Does anyone have any best practices for managing this? 

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.34 release is live in NXT orgs in the EU as of October 22, and for US customers on October 29. Check out the release notes. Some highlights from the NXT release include: NEW C360/R360 EXPERIENCE: Gainsight has redesigned C360/R360 and enhanced the experience to provide a more comprehensive view of the customer and their journey, with personalized insights to improve productivity.

Adoption explorer is a good way to show what a customer is using within your product, but how do we effectively show what they have but *aren’t* using? Sales/customer success teams want a way to see the “white space” - any good ideas on how to visualize this? 

Hi GS community!  Global filters are not syncing for both Dashboards and Homepage.  Any one else having this problem ? What is the solution to ensuring global filters accurately work?  Thanks  Luke

Hi Team, Customer has reached out to support for a feedback related to the relationship section’s Score Distribution bar. Please have a look at the following update and kindly share your insights. Thanks!We're about to roll out the new C360, but I noticed that the score distribution chart on the relationship summary isn't very useful because the bar is the same size regardless of the count. In the admin preview, it looks like it should have different bar lengths and show a percentage.In the admin view:On an actual C360 relationship section (Yellow is 1 relationship, Green is 8):https://share.getcloudapp.com/E0uRGKKphttps://share.getcloudapp.com/Z4umbr1w

How do I create a new field on the person object?  I know how to do it on the company level, I just don’t know where to start navigating.Thanks!

Hi there!In SFDC, I can type in a contact in the search bar and it will pull up that person’s info…  where can I search for contacts in GS like that?Thanks!  

Can I add a dropdown in Account Details?Thanks!

Hi!I added “Referenced Date” to my KPI Dashboard, but I am unsure how to map so it pulls in the data…🙃 Thanks!

I have a client asking a question on email templates.  “One issue that I would like to bring up regarding the templates In Gainsight, is that the formatting easily gets messed up when we make manual changes in them. Can you look into making the templates less sensitive to this? Before the latest release, in the Email Subject section formatting was locked, and it was better. Could be the same in the text section – ie. only possible to change formatting through the formatting pane below.”

Hi Team, I want to be able to show Company NPS % (Promoters-Detractors / Total Respondents). GS does not have any field which gives me this value hence I created a report in data designer. This report runs every hour but I want the score to change real time. Is there a way we can do this?  ThanksRuqaiyah

Hello!As our company continues to grow, stitching up the attendee list externally with the handy VLOOKUP and manually importing the CSV to a Journey Orchestrator to send follow up emails is becoming unscalable.Please can I ask what Webinar platforms you use that sync with GS?In an ideal world we would like to send the invites via GS and have the data write back into GS of those that have signed up, attended/not attended, so that we can send follow up comms. Thanks in advance :-)

Team,In my company the users of the GS use an internal link to raise any report level or data level issues or to ask an enhancement in the reports.   Right now they are saving it some where or book marking it . If you provide us  a custom Icon / button on the top where I can place my own URL in that will be so helpful and the team can  use it directly from the platform when ever required. RegardsRaju

Hi, Is there anyway to set a custom week filter for a dashboard or a report?  We want this week to be Wednesday-Tuesday, for example.

Hello GS Community, Can we have People maps built at relationship level? I want to see the people map within the relationship people section.

I am interested in migrating an existing Microsoft SQL Server system with a lot of stored procedures to the hadoop ecosystem. Is there an existing tool/tool suggestion that is good for migrating the stored procedures to the hadoop eco system ?

I wanted to add a dropdown under the checkboxes in Timeline with the following 4 bullets and I’m not totally sure how to do that🙃 AcquisitionFDA EventPatient Loss Stopped Commercialization   Help:) 

One of my favorite features of Journey Orchestrator is the ability to deliver reports directly in our management teams inbox, first thing Monday morning! I thought I’d share how we’re doing this at Gainsight and would love to hear additional use cases that you have for this feature!   Use Case: Our CO management team doesn’t have great visibility into our Sales pipeline as it pertains to new customers in their segment and cross-sell products. How we solved the challenge: While dashboards are very helpful, they’re a more passive way to deliver information, plus our management team is often traveling. We decided that a weekly email, containing exactly the data they needed - with the option to dig deeper into the data if time permitted - would be the optimal solution for this use case!   I’m providing a guide below on how we setup this up and I’ll call out areas where you could make modifications to better fit the nee

Why would this number be different in SFDC & GS when we are pulling the info from SFDC?  

Does gainsight integrate with Rocket lane (customer onboarding software)? @twix  

Hi Team, In the “Color Mapping” section I was trying to map the Success Plan and CTA fields but found that we cannot do it for all the fields.Some of the fields areIs closed - Green color Is overdue - Red color Am I missing out on anything or this is yet to be enabled?

I am getting this message when I go to our Account Health Dashboard…When I go run the report, it says the data can’t be loaded.Thoughts on how I can troubleshoot?

Learned this one the hard way today, and want to share with the community.Email auto-replies ignore the “Reply To” and auto-reply to the Sender Email Address (“From” address) If sending from a VP, C-Suite, or other member of leadership, it’s best practice to use a fake or “catch-all” email address instead of their real email address in the From Address field. Why is this important?Your leadership member will have their inbox full of Out of Office auto-replies Customers will leverage the real email address from the leader, by forwarding or manually adjusting the recipient of the email (ignoring the reply-to setting and manually changing it to the VP/C-suite member)Learn from my mistakes on your future JO programs that will leverage a member of leadership!

Our team would like to be able to see the % of their portfolio that has an existing success plan to help gauge their level of engagement with their portfolio as a whole. For example, Sara owns 20 account, 15 have active success plans (75% of portfolio) and 5 have non (25% of portfolio). Is it possible to do this?