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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
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?

1000
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?

530
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.

1300
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!

490
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?

660
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. 

230
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! 

2320
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?

1300
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!! 

1340
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. 

100
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?

140
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?

500
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? 

400
matthew_lind
2 years ago
manu_mittal
manu_mittalGainsight Employee ⭐️
posted in Customer Success (CS)
Zoom App for EU now available!

After a long wait, we're happy to share that our Zoom App for EU is now live in the Zoom App Marketplace! With the ability to manage accounts and Timeline activities directly within Zoom, CS teams can be more productive and provide ideal experiences at scale. More information on how the app works is available here.  Please note that this applies to you only if your implementation is on Gainsight’s EU datacenter.  Thanks for your patience!

1560
manu_mittal
2 years ago
jake_ellis
jake_ellisGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
CS Roadmap Webinar Followups (June 2022)

We had a great roadmap session last week where we covered a wide range of topics across the CS platform. There will be additional sessions at Pulse and later this year if you weren’t able to attend this one.We’ll also host deep-dive sessions for the specific product areas that you all expressed interest in, so be on the lookout for those opportunities in Community soon. The two areas of most interest were the new 360 and updates to rules and data designer so we’ll schedule those sessions first.There was a significant interest in getting involved in our beta programs. Here is a recent community post on how to get more involved and more information on beta programs. Also, be sure to connect with your CSM and let them know what you’re excited to participate in.This post is largely in response to questions we didn’t have time to cover during the webinar and we’ll share additional materials as we get close to releasing each feature.Timeline Improvements:Journey Orchestrator is coming to Tim

3330
I
2 years ago
G
gschardanGainsight Employee ⭐️
asked in Customer Success (CS)
Use Distro Email for Plugin

Posting for a customer. They are wanting to set up email in the Chrome plugin so that it can be configured with a group distro email so that when it is logged the customer responds to that email instead of the personal email. Currently, this is not possible since the plug in uses personal emails to login. So with that being said, is there a way that team can log into Gainsight Assist automatically from Gmail so they can just access it from the Customer Advocacy mailbox

150
indroneel_barat
2 years ago
A
aoneillContributor ⭐️⭐️
asked in Customer Success (CS)
Tracking Success Stories and Use Cases

Does anyone use CTA’s for success stories or use cases? Or is there another way to do this that you recommend?

2160
A
2 years ago
hardik_mota
hardik_motaHelper ⭐️
posted in Customer Success (CS)
Increase rule limit in Real time rules

Hi Team,  Can we increase limit of the rules in the real time rules feature for particular event? Currently it is set to 10.   Best,Hardik

410
Christina P
2 years ago
samwagoner1775
samwagoner1775Gainsight Employee ⭐️
asked in Customer Success (CS)
Bulk stop Jo Programs.

I am sending this on behalf of a client. They would like to know if we can bulk stop JO programs after they start running. Need to stop them all at once and not 1 at a time. 

260
anirbandutta
2 years ago
S
shivaniGainsight Employee ⭐️
published in Customer Success (CS)
Date filters usage in Rules Engine

Hi, Gainsight Admin community!During rules configuration, the common question most of the customers ask is about choosing right date filter they can include in order to restrict the data to a certain time period.Here are a few common use cases: Renewal date in the coming two months  Subscription start date in the last 3 months The activity date is within the last 7 days of the subscription date. From opportunity close date is 180 days for today then Create CTA Now the question is what we have to select from the criteria drop-down i.e subtract N days/ Add N days etc.Background to understand what exactly happens in the backend:  Usecase What to use Description Example (mm-dd-yyyy) Renewal date in coming two months Solution1:  Renewal date <= (Add N days to rule date + 60 ) AND  Renewal > Ruledate   Solution 2: Renewal date <= (Add N months to rule date + 2 ) AND  Renewal > Ruledate   Rule date = Today’s date

12610
sudheer_sharma_goda
2 years ago
A
AliceSPMContributor ⭐️
asked in Customer Success (CS)
How to aggregate data based on contract start date

Hi everyone, I’m new here and starting playing with GS! We have created a new object and have imported usage data from our product. We would like to filter / aggregate data since the beginning of the current contract. How can I do that with the rule engine? Thank you!Alice

390
sudheer_sharma_goda
2 years ago
A
Anonymous
posted in Customer Success (CS)
Data Processing machine learning

Machine learning is having a dramatic impact on the way software is designed so that it can keep pace with business change. Machine learning is so dramatic because it helps you use data to drive business rules and logic. How is this different? With traditional software development models, programmers wrote logic based on the current state of the business and then added relevant data. However, business change has become the norm. It is virtually impossible to anticipate what changes will transform a market.  About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line and business operations. We are a team of "Does and Thinkers" who take a pragmat

130
A
2 years ago

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