Customer Success (CS)

Hi community,Need some help double checking something.I was wondering if there’s any way of having colors or some type of visual in reports that are not based on the Scorecard?Here’s two examples for fields from SFDC that I’m not able to show correctly in Gainsight reports Both show up just broken in Gainsight. I know I can have auxiliary fields that for example instead of showing the color green are just named “Green” but it loses its purpose. I’m almost sure that this is not possible outside of scorecard-based reports but is there a super cool trick I’m not thinking off? Thanks in advance! 

Our CSM’s are providing feedback that while updating meeting notes (for example in an Event Type CTA), the information is not auto saving, which sometimes leads to data loss. This happens for example when editing multiple fields on the CTA, and clicking save on one field. All changes made to another field (could be rich text or text) are lost.  Additionally there is no option for Command Z, to undo. 

I know we can use the rules engine to post things to a Slack channel, but is there any ways to bring Slack channel conversations into an accounts Timeline?

I didn't find anything on my end, nor in the documentation.Is there a way to identify (in bulk) the reports that have inline editing enabled?

I am in the process of working to migrate my company’s CS surveys all into GainSight. One of the challenges that I have faced is when migrating surveys that target users (contacts) who are not stored in GainSight (this happens frequently for our non-CSM managed accounts) and whose surveys are linked to in communication journey from other tools. It looks like the only way to create a survey in GainSight that works for this audience is by creating an anonymous survey whose share link we can insert into the existing email series.The challenge I am facing is being able to track specific segmentation of the anonymous survey. For example, we have three “groups” or “types” of customers (e.g. Standard, Plus, Boomerang) who we want to be able to segment results in aggregate for.Ideally, I would love to have the ability to creating a tracking code or have a URL parameter that I could include in the share URL to be able to capture the segment that we are targeting and append that

Hello GS Experts,Can I get feedback from anyone who has experience creating extensive automated expansion campaigns utilizing Journey Orchestra? Our company has recently joined Gainsight, and I am excited to use this powerful tool, specifically to create automated responses triggered when customers respond to certain emails based on behavior, product, anniversaries, etc. Thanks,George Tugeorge.tu@tipalti.comSenior Customer Success Manager 

Our team is reporting a worse experience with Copilot after the full release than during the beta. I’m also experiencing issues using Copilot. Here is an example:Youwhat are the verified outcomes for media companies similar to [company ABC]? provide examples of customers in the same industry as [company ABC] and outline what they have achieved using amplitudeCopilotI can't provide specific examples or outcomes for media companies like [company ABC] using Amplitude, as my focus is on assisting with customer success-related queries within the Gainsight platform. If you have questions about how Gainsight can support your customer success efforts, feel free to ask! Users have reported to me that a prompt they used months ago while in beta, that worked great at the time, is now no longer behaving the same as it did, and the responses are worse. For example, the team asked for use cases by industry, and copilot

The knowledge center bot is always in the way, no matter where I try to move it when I am in Gainsight. I do not need it to always be present on the screen and sometimes it becomes extremely annoying when it blocks something I need to click on or see. Please give us an option to turn it off or keep it hidden across all pages within the platform. 

One if my customer (Blaire berry) from the company (Payscale) is looking to report on all the features of Journey Orchestrator email templates (body, links, buttons, attachments). Is this possible? Currently, we can only report on can build the report on the Journey Orchestrator's (Email template name, id, subject line, variant) from the objects named as (Email Logs, email raw events and AO emails)

 We are looking at potentially  implementing GS Follow up AI for our  Client Success team but  have some product questions: I see there is a limitation of storing it for 15 months, does that mean it gets wiped from timeline activity history after 15 months as well? When will we be able to report on the "topics" from the conversation? I see that this is not reportable at this time but curious where this is on the roadmap? That could be a game changer when we are talking about churn risks , prioritizing accts etc Are the "topics" created per discussion or is there a "library" of topics that the tool looks at and applies based on the conversation?  We currently have an integration with Chorus which automatically sync the chorus ai summary to GS Timeline as a "meeting". If we decide to set up GS follow up AI with Chorus (which is already connected to our Microsoft workspace) what do we need to do to disconne

Can you confirm that the definition of opened emails in the Journey Orchestrator analytics are those that are physically opened?I can view emails in the Outlook app without tapping on it and opening to a new tab.  Would this be classed as opened?

When Company Intelligence finds multiple mappings, admins need to go and select the correct website to map to the company.  However, doing so is a pain for admins at the moment from within the overlay menu.You are not able to resize the columns, which makes it difficult to see the full name of the company, or the full website URL. Yes, you can hover over the suggested website URL and sometimes it will provide the help text bubble with the full website. But not always. As you can see, when customers like us have thousands of mappings to complete, this becomes a very difficult and time consuming task to complete. Please make these columns adjustable in size! Also, are there any advances in AI that could help speed up this process for admins?

Hi Team. Recently, I came across this situation where I need to Provide Rank based on some Numeric field Values.I have accomplished this logic using the Gainsight Rules Engine. And below are the steps to create Rank. First of all, the flow which I am going to show you that helps, if your data set has duplicate values or distinct values as well.Example, my data set is:And the output is like below In order to get that required output below are the steps that we have to follow in Rules Engine. Note: the steps which I am going to explain, will be the same for both types of data (Distinct or Duplicate)  

User groups are great for round-robin assignment of CTAs, but if you have a single journey/program where CTA assignment to a user group you end up having to duplicate the “create CTA” step of the journey for each User Group that can possibly get the assigned. I would like to tokenize the User Group or (use the some sort of User Group GSID) for assignment of CTAs so that the creation of Program (and Rules) for our digital customers will no longer need duplication of the Create CTA step, reducing build times and required maintenance. Edit: I reported this as an IDEA:  

Hello!I’m not sure where else to post this, but I am wondering if there are any enhancements or ideas anyone had regarding the Gainsight plugin. Our book of business is very large and we often have multiple accounts with the same name. The Gainsight plugin in Outlook just shows results based on the name I type in, but does not show an account number below the name as it does in Gainsight. This creates problems for me when tagging emails to the timeline because, in Outlook, all I have is 3 accounts with the same name, and will often tag an email to the wrong account.Unfortunately, the logic of the order of names doesn’t always work and in this instance doesn’t at all because the email I needed to tag on the timeline is the 4th account on the Gainsight search list and Outlook only gives me 3 accounts.I’ve attached some screenshots for a visual. Does anyone else have this problem? Is there a way to view or submit enhancement requests? Thank you in adv

Hi thereI’m testing Copilot to understand how it behaves and where it gets data from and just had an interesting experience with a very simple prompt: “Was [Company X] ever a customer?” It told me it couldn’t answer because “no timeline data”. When I asked it if there are any customers containing the name [Company X], it gave me a list of such customers with their status. When I asked it if we have any active customers by the name of [Company X], it listed the corresponding customers. It looks like the first prompt called the Timeline Agent, the second and third ones called the Company Agent. I suppose the word “ever” awoke the Timeline Agent because of the notion of time in that word.My question is: why was a split model implemented (one object = one agent)? I’m not certain I see the point in this. I am certain however is our data is such (and I think many other customers’ data) that looking at both objects would have produced a better answ

We are doing a simple JO to send out an email to a list of contacts. I build the list of contacts in Segments and there may multiple contacts from 1 company in the list (ex. Person 1, Person 2, and Person 3 are all at Company 1).When I create the JO Program (Simple), which entity do I choose so I can use the Segment I created and include all contacts (even if there is more than 1 at a given company)?

Hi everyone - So I’m testing the Gong integration and so far I love it.  One thing I’ve noticed is that it feels very inconsistent to me when a Gong post merges with a manual timeline activity to create (which I’ve been affectionately calling) a super timeline activity. What is the criteria for this to happen?   Is it timing/author?  Like if the timeline activity is within X minutes of the gong call date/time and the author is the same then merge? I want to roll this out to the team but I want to be clear on how to make this happen more consistently.  What I’m seeing is that, when the merge does happen, it posts to the R360 (which is the desired result)

Hi, Im looking for some documentation on how Click rates are  calculated in Journey Analytics. I did a search in the doc and couldn’t find anything, might have missed it. Specifically trying to remember if one contact clicks on the same link 10x, is that logged as 1 click or 10 clicks. And how forwarded email clicks are tracked. Thanks. 

Gathering some best practice guidance on surveys for digital programs. What are the most successful surveys in your digital programs?What is their main objective? What key questions do they contain? What actions do they trigger?Looking forward to your responses…Kind regards,Jef

I’m looking for suggestions on how best to document rules. Particularly capturing the data sources with fields/filters/transforms/formula fields has proven tricky to do in any bit of a clean way. I’m currently working in excel, listing each object and their fields, and in a separate column noting a filter. Below each I’m indicating any formula fields. Highlighting fields that are joins. It feels sloppy and there is no quick way to work through the longer sets where you may be pulling 50 fields from an object.

I used to be able to create views in Cockpit from the Admin side of things that would appear here for everyone:Transparently, I haven’t used Cockpit admin since the new UI was rolled out, but I can no longer find where to create those views, and we do need to build some specifically for our Pooled CS team. Where would I find that now?

Hello everyone,I’m working on building a JO report that answers three key questions: Which emails were sent? Who received each email? Which links (including mailto:xxx@xxx.com) were clicked—and when? Here’s what I’ve done so far: I’ve added trackable tokens to every link in my email templates, including mailto: addresses I’m successfully reporting on email sends and recipients  Where I’m currently stuck: I believe Email Raw Events stores some of the click data, but I can only find actual hyperlinks—not mailto: links or token-level identifiers I’d like to build a report that shows: The contact who clicked The specific link/token they clicked

Can we customize button on opportunity List View in Customer 360 which navigate to salesforce Flow.Current there is a new button which opens the model/pop-up to select record type later which take us to opportunity Creation screen. Can we change it to launch Flow on click of Add Button. ​@anirbandutta