Skip to main content

Customer Success (CS)

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

  • 4,939 Topics
  • 15,626 Replies
4939 Topics
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.

1220
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.

220
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.   

230
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 ? 

200
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

1072
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

2770
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

350
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.

170
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?

380
bradley
2 years ago
tiffany_hui
tiffany_huiContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Folder Names automatically are lower cased

I noticed that any folder name that is added to Programs lower cases the words after the first. Is there a reason for this?  

70
matthew_lind
2 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Email Templates in Email Assist Vs Journey Orchestrator

SFDC edition: Creating a running list of Email Assist email templates vs. JO templates. Email Assist: You can't specify the sender in the email assist. Email will be triggered with the name of person who triggered it.The use case would be mostly about sending from a generic email address (eg. customersuccess@abc.com) JO: You can. Email Assist: You can only add tokens that are in fields of CTA/Account/CustomerInfo/User objects in the email assist (you can't add opportunity fields right or any other object field in the email as tokens) JO: You can.  Email Assist: You can add cc to the email but it can't be a field (csowner, opp owner, account owner); JO: You can   However, I found out that there is a workaround for #2 to add associated fields in Email assist : Say you want to add a field from the opportunity object to an Email Assist Step 1: Add a formula filed on the CTA object & using advanced formula you can populate it with any field on the opportunity object (eg Subscription ARR

2360
PavanCh
2 years ago
Azad
AzadGainsight Employee ⭐️
published in Customer Success (CS)
Q1 2022 Release - Reporting Improvements !News

 Hey Everyone, With the Q1 2022 - We are fixing and improving a number of minor features and I am really excited to bring these minor but impactful changes to you ! ( Quick 3 min video of all the changes - watch at 1.5x speed).  EXPAND ALL / COLLAPSE ALL option is now available for Row Grouped reports (you can enable this via the settings icon on report builder screen→ grid options)     Gauge widgets with group by also support Drill down customization.(modifying the drill down in any one gauge carries over to other gauges as well) .    The KPI widgets can now display a longer length of the headline text, the Refresh and Three dot menu will be hidden away till you hover over the KPI Widget.    Heatmap Summarization is now supported !  We have made small but impactful changes to configure filters in your reports ! Emails fields can now be searched by entering email id’s as well as names.    ID values are now searchable with equals filter across number and id types Filtering for a cus

1463
Azad
2 years ago
M
MelanyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Please enter a unique step name

Hello everyone. Can someone please help me to set up an e-mail? I am trying to add the e-mail template in the Program, I fill out all the required spaces but I get this message: Error Message: Please enter a unique step nameI’d appreciate any insight, help or ideas on this. Thanks. 

940
M
2 years ago
J
johnnyHelper ⭐️
asked in Customer Success (CS)
Is there an extension we can use to view GAINSIGHT fields paths and API names?

Looking for a chrome extension or something with this functionality.

60
J
2 years ago
P
ptaylorContributor ⭐️
asked in Customer Success (CS)
Automated JO for Quarterly Send

Hoping to find a solution to scheduling a JO to send to a recurring set of particpants quarterly. Current functionality of GS’s JO schedule doesn’t allow scheduling past monthly. 

770
andreammelde
2 years ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Dashboard Draft

As I work through updates and tweaks to Dashboards, it would be great to have a “draft”. Once you hit save, the changes are immediate. We often need time to work on something, fine tune, update the global filters (which are painfully slow often), communicate, then publish. The way we are working through this now is copying a dashboard and updating the naming convention with V1, V2, etc.    It would be nicer to be able to work in a draft state and then publish, that way we aren’t have to go through the duplication process for simply switching out a report or two.This also helps keep our dashboard list clean and minimal (no long list of versions).

560
andreammelde
2 years ago
J
johnnyHelper ⭐️
asked in Customer Success (CS)
When making reports on the AO Emails object, we can't see the account name associated with the contact

The AO Emails being a Standard object, is not configurable to include a lookup field to the Account object. These are the only two lookup fields present on that object.  How can we achieve the desired result to show the contact name, side by side with the account name?

390
bradley
2 years ago
P
ptaylorContributor ⭐️
asked in Customer Success (CS)
Drill down on Filter reports in Journey Orchestrator.

Hoping to get some insight on filtering a report in JO. This program is going out to a specific set of internal contacts. A filter needs to be applied to the reports for a particular date however the filters in JO only applies to fields in the particpants source. 

310
P
2 years ago

Badges

Show all badges
Terms & ConditionsCookie settings