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Customer Success (CS)

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

  • 4,923 Topics
  • 15,559 Replies
4923 Topics
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sverbanicContributor ⭐️⭐️
asked in Customer Success (CS)
Journey Orchestrator email Template Token Mapping

I am trying to map to a field which is a few levels from the starting points and can’t do it.  I’ve searched the Community but didn’t find any help.The Journey Orchestrator token I’m trying to access is:  Relationship -> D365 CSIP (custom object) -> SE Primary (field name) -> User (object) -> NameThe system seems to be limiting me to only one table join and then the field names.  Is there any way around this?Thank you,Steve

1720
jean.nairon
3 years ago
sai_ram
sai_ramExpert ⭐️⭐️
published in Customer Success (CS)
Virtual Customer Advisory Meeting - Customer Success Qualified Leads (CSQL)

Hi Community! We want your feedback via a live advisory session with our Product Management teamWhat is the Virtual Customer Advisory Meeting about?We are investing in a purpose built solution for Customer Success Qualified Leads (CSQL). This feature will allows CSMs to:  Create Leads and share it with AMs/AEs.  See reports on the value of CSQLs they created, the value of CSQLs that converted to an Opportunity and the value of Opportunities that were won.   We want your feedback on some of your most common use cases, current pain points, and we’ll also share insight into our roadmap in this area.  Who is the right person to Enroll? Customer Success Managers who are involved in identifying potential Expansion opportunities (Upsell & Cross-Sell) Account Managers and Account Executives who are responsible for Expansion (Upsell & Cross-Sell) Admins who have configured / or interested in configuring CSQLs When is this happening?We are planning sessions on August 25th and on th

2260
jean.nairon
3 years ago
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Report with percent formula - Horizon Analytics

Hi guys, I’m wondering if a common use case we have issues in the past has a possible solution now with Horizon Analytics.We are measuring the time we take for customers to reach “First value” with our product. For that we have 3 main fields FV Achieved (y/n boolean), FV Target date (date field) and FV actual (date field). With that data we were looking to build a chart that would get us a monthly breakdown with the % of FV achieved (=true).X-axis - FV  target date ( by month) y-axis - % of customers with FV achievedSimilar to this chart, built in another tool (disregarding the colors):I think this is a typical case where in the previous report builder would have to be solved via rules engine. But does anyone know if that’s still the case for horizon? Thanks in advance! 

1710
rakesh
3 years ago
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Ordering columns in a chart

Hi team,We’re building a chart with columns where the group by is set by numeric intervals from negative to positives. Like so: The issue here is obviously with sorting the columns. Particularly for the negative intervals, since they’re the ones who are messed up: -15 to 0; -30 to 15; -45; -45 to 30.  Is there a away I can properly order them even if we need aliases or changing labels. I just wanted something a bit more subtle and less confusing than using an a, b, c or 1, 2, 3 prefix.  Thanks in advance guys! 

260
jean.nairon
3 years ago
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Paused Participant Queries Appear in Schedule

I was looking at the calendar view of all of my scheduled/recurring programs and noticed two programs that shouldn’t have been listed. These were paused back in April, yet the participant sync schedule still appears on the calendar but it’s not an actively running/syncing program. Is this an expected function? If so, can you please reevaluate as it’s confusing to see inactive/paused programs in the schedule view.

320
C
3 years ago
rho_ran_experian
rho_ran_experianContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Success Plan Horizon Experience Enabled

We recently enabled the Horizon Experience for Success Plans.  My users are not seeing the new Success Plan icon in the navigation bar.  I and other admins do see it.  Is there some permission or setting that needs to be configured for non-admin users to see the icon?  

590
rho_ran_experian
3 years ago
nitisha_rathi
nitisha_rathiExpert ⭐️
posted in Customer Success (CS)
Source schedules in Journey Orchestrator programs

Hi All,We are working towards simplifying programs and would like to get your inputs regarding source schedules.How often do you have a use-case to create different schedules for different sources in the same program? If we have a single schedule in a program on which all the sources are refreshed, would it work? Is it confusing for you to understand the relation between source schedules and program publish and how/ when the participants enter the programs? Thanks in advance for sharing your inputs.

2550
kelly
3 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
published in Customer Success (CS)
Virtual Customer Advisory - Sightline Vault

Hi Community! We want your feedback via a live advisory session with our Product Management team What is the VCAM about?Sightline Vault has been available for some time now and we’d like to learn from your experiences using it: what works well, what can be improved, what is missing? Who is the right person to Enroll?Admins who are frequent users of Sightline Vault or admins who are familiar with Sightline Vault but have not had success using it for various reasons. When is this happening?We have a single session on 19th of August 2021. What should you do?Please register for the roundtable to the slots provided using this form.We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email sbakshi@gainsight.com to sign up.

1140
dan_ahrens
3 years ago
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Cannot deselect template in inactive reminder step in Survey Program

I just had a test program fail to publish (even though it appears as active) because tokens in the inactive Reminder email step were not mapped.This was a cloned program, the original program did use the reminder email but the copy does not have a reminder email, so I attempted to move to ‘Select’ so no template is selected however the system does not allow for this. It’s not a delete-able step, and can’t be reverted. So I picked the same template as email 1 and remapped the tokens - and kept the step inactive. There should be a way to deselect a template from inactive steps so as to avoid errors in publishing and irrelevant token mapping.

80
heather_hansen
3 years ago
rho_ran_experian
rho_ran_experianContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Linking SFDC Case to a CTA and Emailing from CTA

I have 2 things I am trying to solve for when working with a Case linked to a CTA.I have linked a SFDC Case to a CTA from within SFDC but I do not see any case data on the case tab to indicate I have linked a case.  If I click the link “Click to view salesforce record details” it takes me to the correct case so I know it is linked.  I’d like to see at least the case number under the case tab (see below.) I want to add a token from the Case linked to the CTA to insert the Case Number. I have inserted the best token option I could find in the template builder but it populates “0” when the email sends.     Thanks in advance for any assistance. 

120
rho_ran_experian
3 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
published in Customer Success (CS)
Virtual Customer Advisory - Survey Analytics

Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are planning to improve the analytics experience for Gainsight Surveys - in particular NPS and CSAT surveys. We want your feedback on some of your most common use cases, current pain points, and we’ll also share insight into our roadmap in this area.  Who is the right person to Enroll?Survey admins and team members analyzing NPS/CSAT survey responses. When is this happening?We are planning sessions on August 6th and August 11th. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email sbakshi@gainsight.com to sign up.   

1750
J
3 years ago
R
Rachel.MortonContributor ⭐️⭐️
asked in Customer Success (CS)
Select Distinct for reportss

Is there any way to request a Select Distinct when creating reports?   Example - we are using data designer to create a report that tries to pull in CTAs, NPS Survey Responses and Survey Answers all together.CTA object is kicking our ass as we have one company that has 2 survey participants but this is causing duplication of the overall results because the reporting tool cannot tell the CTAs apart and there is no way to tell the CTA that one user is different from another because the CTA GSID is different.  There isnt anything to use to separate that or link to use it as an additional join requirement in the merge. Thank you

400
R
3 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
published in Customer Success (CS)
Virtual Customer Advisory - Cockpit Admin Experience

Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are focusing on the Admin experience related to Cockpit for this VCAM. We would like to know what improvements you’d like to see for admins configuring Cockpit and what enhancements for Cockpit rules would make your admin lives easier.   Who is the right person to Enroll?Admins who extensively configure cockpit settings (CTAs and tasks) and/or Admins who extensively setup rules to create CTAs When is this happening?We are planning a number of sessions in the Last week of July or 1st week of August 2021. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email sbakshi@gainsight.com to sign up.   

2030
duafataima
3 years ago
S
Swati guptaContributor ⭐️
asked in Customer Success (CS)
Rule failing Due to invalid account id

Hi,I have been looking for a rule but this rule is partially failing with error Invalid account.I looked into it but I am not sure why this is happening in the rule.I found that there is a existing account with that id but then also its showing Invalid. 

600
jean.nairon
3 years ago
J
johnnyHelper ⭐️
asked in Customer Success (CS)
Unable to access the classic view when the navbar is unavailable.

I work a lot with bookmarks. If I access a page and it shows like this, with no navbar available, how can I return to the classic view?  

240
J
3 years ago
J
johnnyHelper ⭐️
asked in Customer Success (CS)
How can I customize the navbar in Gainsight to show my preferred tools that I work with?

What the title says. I want to add apps to the navbar. How can I do this?THanks!

1180
J
3 years ago
T
Tracy PickupContributor ⭐️
asked in Customer Success (CS)
Gainsight Admin for beginners

I’ve just been asked to take on the administration and development of our Gainsight - what’s the best place to start? 

2920
jean.nairon
3 years ago
S
SrikanthGainsight Employee ⭐️
asked in Customer Success (CS)
Can we show Average NPS in Company Object?

Hello Team,We could see True NPS is available as a field in Company object but can we show NPS value(0-10) in Company Object.Thanks & Regards,Srikanth

390
jean.nairon
3 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can we download a list of the rules created in the rules engine with their description?

Hi I was wondering if we are able to download a list of all the active and inactive rules we have in the rules engine with their description and also the rule details. Naquiyah

3790
jean.nairon
3 years ago
justinduffell
justinduffellContributor ⭐️⭐️
asked in Customer Success (CS)
Adding a Logo Image to a Success Plan

Hey Gainsight Fam! Our CSMs are in the process of UAT for Success Plans they want to share with customers. They would like to ultimately be able to brand them them to our company colors (I entered this as an idea) but the immediate ask is to be able to add a logo at the top of the success plan page. Is this supported? Has anyone else done this with success? Any thoughts are appreciated! 

1210
jean.nairon
3 years ago
R
rakesh_lingalaHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
CS v6.23 & v6.25 release - Gainsight Implemented Posts

'Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I''m happy to report that we have implemented some of your suggestions in the v6.23 & v6.25 releases!Note: Gainsight has released a managed package for an internal release which mandated a new major version [6.24]. Hence, we moved from v6.23 to v6.25 for customers. Please note that the v6.24 didn’t have any impact on the customer orgs. Following are the Community posts implemented in v6.23 (SFDC & NXT) release:Following are the Community posts implemented in v6.25 (SFDC & NXT) release:Thanks! FYI… @neelam_mukherjee @dan_ahrens '

940
R
3 years ago
S
Swati guptaContributor ⭐️
asked in Customer Success (CS)
Deleted success plan

Hi,I wanted to find is there any way to find out the deleted success plans ,if deleted by mistake or intentionally Please reply back to this query as its important. 

1180
dan_ahrens
3 years ago
N
NiteshContributor ⭐️
asked in Customer Success (CS)
How to Trigger a Survey

Hi All,I created a Survey and I want this to be trigger when the opportunity stage is closed won and it should be going to the owner of the opportunity.Please give suggestion over it how can i implement this. Thanks

910
bradley
3 years ago
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
Drill Down Currency Decimal Places

Is it possible to change the # of decimal places in a drill down in a horizon analytics report? Currently I have 5 decimal places and I can’t figure out how to reduce to just 2 places.Also, I miss the days where currency values were represented with a $ instead of “USD”. Any chance of that being an option? 

590
jessica_owens
3 years ago
pgeorge
pgeorgeGainsight Employee ⭐️
posted in Customer Success (CS)
People Maps - May Release updates

Ohhh, May release is going to be lit!!We have many enhancements coming up for People Maps. Check them out.. Multiple MapsPeople maps has helped in visualizing the organizational hierarchy of a Company. Who the managers are and how the different departments are organized. But as the organization gets larger, it becomes hard to navigate through the map to identify the leaders of the departments. It is required for the User to know who the head of the department is to navigate and understand the team members.Very often we also see the need to capture an org chart the does not traverse the manager relationship. For example, during renewals you would need to work on a decision hierarchy that spans across People from different departments. The decision flow is not necessarily the manager hierarchy. In these cases you would need to create a different map to capture this hierarchyFrom this release you can create multiple maps for a Company. The maps can be of 2 types Sub Hierarchy Maps: Manage

2280
Shilpa Gumnur
3 years ago

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