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Customer Success (CS)

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

  • 4,903 Topics
  • 15,508 Replies
4903 Topics
duncan.young
duncan.youngContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Two Way Real Time Salesforce Sync for Timline

Hi, My CSMs find it really frustrating that Sales activity on Salesforce takes so long to sync to timline (if it ever does - a separate issue):Are there any plans to allow the same real time sync functionality back into Gainsight as is offered into Salesforce? I’ve had CSMs say that they’ve contacted clients on the understanding the sales team hadn’t been in touch, except they had and it just hadn’t synced to timeline yet.Would be a real efficiency driver.ThanksDuncan

410
duncan.young
2 years ago
C
ChalmersmContributor ⭐️
asked in Customer Success (CS)
How do I link the Zendesk widget to Gainsight

I’ve been looking at the Zendesk Widget documentation found over in the Gainsight documents portal here: https://support.gainsight.com/Gainsight_NXT/Connectors_(Horizon_Experience)/Sightline_Integrations/Support_Systems/Gainsight_widget_in_Zendesk It suggests going to the following link and using the installation instructions: https://www.zendesk.com/marketplace/apps/support/70359/gainsight/?q=mkp_Gainsight The install instructions are as follows: Getting startedVerify you have procured the Gainsight licenses for the intended users of the app. Sign in to your Zendesk and install the new Gainsight app. In Gainsight, go to Administration > Integrations > Customer Support > Zendesk; Turn on the integration. Enter your Zendesk subdomain and follow the steps on screen to enable the connection Enable sync and choose a preferred sync time for the daily syncOn the third step it says to go to Administration > integreations > Customer Support > Zendesk but this isn’t something

680
C
2 years ago
sakumar
sakumarHelper ⭐️
posted in Customer Success (CS)
[NXT] 6.32.X Patch Release Notes

The 22’April - V6.32.X NXT Patch Release Notes is now live! Note: There is no patch release for SFDC.Previous release notes: Release Notes (GS-NXT): Version 6.32 April 2022 Release Notes (GS-SFDC): Version 6.32 May 2022 Thank you!FYI @neelam_mukherjee@Adrian Raposo@Divya@anirbandutta 

712
Adrian Raposo
2 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How do you view a contact's opt-out reason?

I've searched Gainsight Docs, the community and searched for keywords in the object glossary (unsubscribe, preference, category, opt, opt out) and can't find any documentation that indicates where to see what a customer selects if/when they do opt out. The two most obvious objects (AO Participant Activity, Email Logs) came up empty. How can I view this information?

2124
Marwan
2 years ago
J
jigar.vyasContributor ⭐️⭐️
posted in Customer Success (CS)
New data management view is eating up too much space

The recent update has made the look and functionality poorer than what it was in previous version. I noticed that the names also changed. Object names changed from schema to fields and Data to Data operations. https://share.getcloudapp.com/2NumknLD and https://share.getcloudapp.com/9ZuoGbZE. Also, it is no longer possible to sort on any fields (acct name, email etc.). The space consumed horizontally and vertically, by each field is too much and thus we can’t see maximum records at any given time and requires too much scrolling. 

150
J
2 years ago
Cornelia
CorneliaProdOps
published in Customer Success (CS)
C360/R360 Beta Program Announcement

C360/R360 Beta Program What is C360/R360 new experience ? -C/R360 is one of the most utilised areas within our CS offering making it a priority for our team to continually improve the end user experience to ensure it evolves as do the needs of our customers. The new experience is loaded with improvements to drive our users' capability to be even more productive while delivering the outcomes their customers expect. Some of the key improvements include:Improved visualisation for easily digesting customer data.  The ability to view and interact with customer data directly from within the C/R360 page view  Increased user efficiency with new inline editing capabilities  More options for personalisation within the 360 experience Overall simplified admin user experience  Please ask your Customer Success Manager to nominate you, if you’d like to participate in this Beta Program. 

2092
sakumar
2 years ago
suryanarayana
suryanarayanaHelper ⭐️
asked in Customer Success (CS)
Adoption Explorer Dashboard Default Date Range

It’s expected that this default date range sticks with what admin has set. For all users whenever they browse C360/R360 the default range should be same as what admin has set later the users can modify them as per their interest.

341
Sudipta Chowdhury
2 years ago
S
sugandha14Contributor ⭐️⭐️
posted in Customer Success (CS)
Gainsight Assist ability to add bus org IDs.

Hi,Just wanted to know if this would be a possibility or enhancement in the future? When using the Gainsight Outlook Add-in, the ability to choose the related account names that pops when linking an email, must also display the BusOrg in addition to the account name in the list to facilitate choosing the correct Account/BusOrg. Appreciate any help for the same or if this will be enhancement in future changes. Thanks

736
ssamarth
2 years ago
JPKelliher
JPKelliherContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Use CTA as rule in engagement audience

Does anyone have any idea if it is possible to use a CTA button as a rule for the audience logic? Here is our use case. We have a dialog where we want users to register for a demo by clicking on a CTA button. Once the user clicks the CTA to register for the demo, we would like to prevent the dialog from launching again in the future. 

671
aharkut
2 years ago
rho_ran_experian
rho_ran_experianContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Gainsight Assist Outlook Plugin Logging out users

We have just deployed the Gainsight Assist plugin for Outlook.  We use SSO through Salesforce to log into the plugin so they must choose the  Use Custom Domain to complete the login.  This is working for everyone at first.  Several users are getting continually getting bounced out of the plugin and need to log back in; however, when they attempt to log back in they cannot get to the window to enter the custom domain.   Some users have to close Outlook and log back in.  Others have to reboot.  I’m wondering if the log off has something to do with Salesforce timing out, but most users are in Salesforce all day long.   Has anyone else experienced this issue?  I’m not sure if this is a Gainsight plugin issue or an Outlook issue.  Appreciate any input anyone has to share. Thanks!Rhonda

790
rho_ran_experian
2 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Do not open suspicious Google doc links/phishing links

There is a sophisticated phishing scam making rounds today that we want our customers to be aware of. Please be alert for any message with the TO: address as hhhhhhhhhhhhhhhh... along with a bogus Google Docs link.  If you receive a message like this, it is advised to delete it immediately. Please contact your IT dept. if you believe you've opened one of these links.

1222
anirbandutta
2 years ago
ACT
ACTContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can we filter calendar view?

Hello - My CSMs were asking if it’s possible to filter their calendar in GS. Right now it includes all meetings even ones that were declined. It would be great if we could filter declined meetings out of the calendar view.

230
ACT
2 years ago
J
JessicaVContributor ⭐️⭐️⭐️
posted in Customer Success (CS)
Super Admin Grant Access to Support on Behalf of CSM

From reading previous posts on best practices for CSMs escalating issues to the admin first, I am wondering if there is an opportunity for the Super Admin to grant support access on the CSMs behalf? The reason why I am asking is because our CSMs are focused on clients and sometimes don’t have time to spend 30 seconds to grant access when the Admin is talking to Gainsight Support. Maybe there could be a field that the Super Admins can type the reason why we’re granting access on behalf of a CSM? This way, it doesn’t delay the troubleshooting process.   

120
J
2 years ago
E
edgarmsiContributor ⭐️⭐️
asked in Customer Success (CS)
Associate C360 Activity with a CTA in R360

 My CSMs would like to associate a Timeline Activity created in a customer’s C360 with a CTA that was created in the customer’s R360. Since the Associated Records search won’t find the CTA created in R360, I suggested that for future CTAs, that they initially create them in C360 and not in R360 if they want to associate a Timeline Activity created in C360.

221
anirbandutta
2 years ago
kyeh
kyehGainsight Employee ⭐️
asked in Customer Success (CS)
Connector Error Log header labels

Hello -We are experiencing issues when viewing the Error Log from the Connector jobs. We’re seeing that the file would contain header labels that are shown with System Internal Names rather than logical field labels that we explicitly define in Data Management. This creates extra steps for the end user when attempting to do any type of troubleshooting as the Internal Names are not helpful if a sync failed. Instead of field labels, it contains a code with prefix 'gsd'. There is not a way for us to make any sense of this log to troubleshoot. User would have to navigate away to Data Management and then look for the Internal Name id to match it and then find the corresponding Field label - this is poor user experience.Any idea why the headers don't reflect naming similar to Field Names? It's not good user experience to keep having to reference Data Management to find and match names with the ids.   

221
Ritesh Sharma
2 years ago
A
AdrianGlosContributor ⭐️⭐️
asked in Customer Success (CS)
Autofill of a status with an email to the timelineAutofill

Hey everyone!One of our CSM's came to us with the question whether it is possible to transfer a status from an email to the timeline.  Our CSM's distribute a Customer Health Status to customers, which can be green, yellow or red. Is it possible that the CSM's write something like "@status green" in the email and Gainsight automatically detects this status ? 

202
A
2 years ago
J
JessicaVContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Select Multiple Dates for JO Survey Email Reminders

Hello,I have a question about the JO program and if there are plans to enhance the conditional wait to allow us to select multiple dates for the reminder email? Currently, under the conditional wait, we only have the option to select how many days before we send the reminder email and how often to repeat it. This is challenging when our survey is only out for 2 weeks and this limits when we can send it out. Ideally, it would be nice to be able to see the exact date when the reminder emails will be going out and the flexibility to pick and choose the date we want the reminder emails to go out. Thanks!  

160
J
2 years ago
D
dpeckContributor ⭐️
posted in Customer Success (CS)
Assign Success Plan Objectives based on On-Boarding Contacts

I have a customer who would like to be able to automatically assign Objectives within a Success Plan based on (in this instance) people who are listed as on-boarding contacts in the Plan Info section. The end goal would that instead of every objective being assigned to the plan owner, there could be objectives that would be set to “solutions architect”  or “solutions consultant” and the names would be populated based on those fields from Plan Info.   

90
D
2 years ago
ankitify
ankitifyContributor ⭐️⭐️
asked in Customer Success (CS)
Creating Zendesk Organization via Gainsight

Hey fellow CS Ops experts, We use Gainsight NXT Version and I would like to integrate with Zendesk in a way that as soon as I create a company inside Gainsight, An organization is also created in Zendesk. Is this possible somehow?

190
ankitify
2 years ago
KristyGarrison
KristyGarrisonContributor ⭐️⭐️
posted in Customer Success (CS)
Default the Activity Window to Maximized

we have a group of users that would definitely be more productive if they could default the activity window to be maximized when clicking “Add Activity”Is this option available somewhere that I can’t see? or should it be a feature request? FWIW: I personally like the default ‘docked’ window for a new activity - since I will often minimize it to find data that I need. I still want that to be the default, but allowing these users to change a setting just for themselves would be awesome.

50
KristyGarrison
2 years ago
owen.kingston
owen.kingstonContributor ⭐️
asked in Customer Success (CS)
Dashboard Views- count of dashboard viewed and by which user

Hi  I am carrying out a review on the dashboards within our Gainsight instance. I would like to see how many times a dashboard has been viewed over a specific time frame and by who. Does anyone know if this can be done? Thanks  Owen

932
bradley
2 years ago
Sania Ahmed
Sania AhmedHelper ⭐️
posted in Customer Success (CS)
📢 List of New Articles from 6.32 April/May Release (NXT and SFDC)

The 6.32 NXT Release Notes  is now available for EU and US customers. As part of this release, we have published 22 New articles.List of New Articles Company Intelligence Use Company Intelligence in Microsoft Teams Connectors 2.0 Source Field Enhancements CX Center (Refer the 2nd point in the IMPORTANT section at the end of the post) CX Center Overview Configure Impact Analyzer Impact Analyzer for End Users Impact Analyzer FAQs Set up a Gainsight Domain Data Designer Use Design Template in Data Designer Gainsight Assist (Refer the 3rd point in the IMPORTANT section at the end of the post) Email Assist 2.0 - Send Emails from Timeline Gainsight Data Management Data Operations Gainsight Home How To Configure Calendar Widget in Gainsight Home Configure And Assign Multiple Layouts for Gainsight Home Calendar Widget for End Users in Gainsight Home Journey Orchestrator (Refer the 1st point in the IMPORTANT section at the end of the post) Add Part

2757
PavanCh
2 years ago
M
mcbarthiHelper ⭐️
asked in Customer Success (CS)
ScoreCard Report: For all metrics grouped by region

I am new to the GainsightNXT and trying to build a report on scorecard like below.Would like to be build by region, measure and the average score(for all customers in relationship) for the same, . Any help in this is much appreciated.   NA LA EMEA AP Overall Measure 1 50 60 80 90 70 Measure 2 50 60 80 90 70 Measure 3 50 60 80 90 70 Measure 4 50 60 80 90 70 Measure 5 50 60 80 90 70

351
M
2 years ago
J
johnnyHelper ⭐️
asked in Customer Success (CS)
Modify the last modified date when refreshing a program.

I did a change and removed one of the failed participants for a program in journey orchestrator, then refreshed participants.The last modified date stays the same.The date should change to reflect an action has been done on the program.

172
PavanCh
2 years ago
M
mvasiliadisContributor ⭐️
asked in Customer Success (CS)
Is data that lives in a Salesforce custom object editable from within Gainsight? Can a record on the object be created within Gainsight?

I have a team that works in Gainsight and another that works in Salesforce, and they both manage a piece of customer data. The data currently lives in Salesforce, but we want both teams to be able to edit it. Is it possible to edit or create a record on the SFDC custom object from within Gainsight?

372
bradley
2 years ago

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