Customer Success (CS)

Hi everyone,I’m curious to hear how others are using Gainsight as a complete solution for their CSM workflows. Are you managing all your tasks and processes within Gainsight, or do you rely on other tools alongside it?Specifically, I’m looking for ways to track and add tasks that aren’t tied to a specific account but are more broad or cross-account in nature. Has anyone found an effective way to manage these within Gainsight?Would love to hear your insights and best practices! 

Hi All,We recently implemented CS to go along with our Community implementation.Is anyone using a community score as part of their Scorecard in CS?If so, how are you thinking about this? I would love to know how other have thought about it and implemented it as well.Any thoughts are greatly appreciated. Anthony

Does anyone know of a way to have more than one person add notes to a Timeline Activity?  I know someone can add comments,  but is there any way to make the “NOTES” of a timeline activity editable by others in our company? Like a collaboration or share feature?

We are currently moving our product feedback / requests to ProductSignals as our tool. Our CS team will potentially be moving to providing customer feedback to our product team using the Product Requests tool in CS. We are still looking for an option that we can embed directly within our product so customer’s can submit ideas on their own. We also are standing up a community over the course of the next year where product feedback will be a big piece of this rollout. Can anyone shed light on how they allow customers to submit product feedback on their own initially without a community & if that integrates to the produce feedback in CS? Then how are you all using ideas / product requests in community and does that directly integrate with the tool in CS? If anyone uses ProductSignals currently for managing this feedback, I would love to connect and see how you can are closing the feedback loop with CS & product using this tool (whether you do this in

Hello GS Community, Currently we have some concerns where GS automated emails are going out to customers while a CSM is on PTO. We still want the communications to go out, but potentially from a different person. For example, if the CSM is taking PTO for a few days, maybe a week, we don’t necessarily want to change the CSM on the account, but rather have the communication come from the manager of that CSM. Is it possible to set something like this up through Journey Orchestrator?

I have created a few measures that roll up to the overall Health Score for an account. However, each health score measure requires a different grading scheme, or banding of the metrics for the score to be the most effective for our CSMs. For example, in one measure a score below 33 would Red but for another measure the score would be Red if it was below 50.  I did not see a way to change the grading scheme without it affecting all the measures. Is this possible? If so, I would love for some assistance on this! I can use either the old Scorecard or Scorecards 2.0.  Thanks!

Seems odd to me that you can in-line update fields in almost every Standard GS Object except the "GS Opportunity Line Item". Below are the GS Standard objects you can inline edit inCase objects GS opportunity Company Relationship Person Relationship person Company personThere are 4 fields we need our CSMs to be able to edit on the GS Opportunity Line Item object that will sync back over to Salesforce. Does anyone have any suggestions on how to do this or when this standard object will adopt the same functionality as the other GS Standard objects? 

I wondering what you all would consider the best strategy for creating time based CTAs. Lets say we want to produce a CTA to direct the team to do a quarterly QBR.The way I figure, I can set up my CTA rule via cron that fires on the first day of each specific month that aligns with our quarter and set the CTA to fire a certain number of days into that quarter.Is this the correct strategy? Am I over or under thinking this?Thanks!

Is it correct that eval steps and wait timers are not affected by the Action Execution Schedule? If I want emails to only go out on Tuesday and Thursday, I just need to wait step participants into the dead zone between live days?The docs say "The Action Execution Schedule feature helps admins set the schedule for when actions such as emails, surveys, and APIs should be executed for the customers.' Which makes it unclear if those are the ONLY actions that are processed during the scheduled time, or if there are others   

Has anyone used Zapier in one of the two scenarios?Push data/fields from Gainsight into the Jira organization  Push data from Gainsight into specific Slack channelsWe’re trying to do both of these scenarios and figure Zapier may be a tool we could use. 

I'm having trouble managing CTAs using the Rule Engine in Gainsight.I want to add a condition to an existing CTA creation rule to check whether a Success Plan has been created. However, I need to ensure that the existing CTA creation history is maintained even after implementing this new condition.(For example, if a CTA was created yesterday and is set not to be issued again for a week, that restriction should still apply.)Since the current rule does not have data to check the Success Plan creation status, I tried joining the Success Plan object and configuring the action accordingly. However, when I tested it, all CTAs were created without retaining the previous creation history.I would like to know how to join the new object and configure the action while keeping the previous CTA creation history intact. Thank you.

We've organized our 'how to build a survey' articles into a step-by-step guide for new users to create, send, and analyze surveys. While it's possible to tackle the sub-tasks in a different order, we're presenting them in a recommended sequence. To access the path, click on the link at the bottom of this post and then select the "How to Build a Survey" tab. We are excited to try out this new documentation functionality, and would love to hear your feedback. https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration

I'm looking to see if anyone has connected Amplitude Analytics with Gainsight.  From what I understand they already store their usage data in Amazon Redshift.

We are looking to roll out Gainsight Copilot AI to our CSMs and I am looking to see what others have found as some best practice prompts to use to get the best responses from Copilot. I am looking to build out a catalog of at least 10 prompts to start that work best. What are some of your favorite prompts?

Hey Gainsight Community, we are having an internal dialogue at my company related to CSM Sentiment and Customer Health. Our CSMs use a manual measure on scorecard to provide their insights and sentiment about the health of a customer, using the D-E-A-R framework. While this framework works very well for typical SaaS customer relationships, it is a bit harder to apply to our non-SaaS relationships where we provide ‘Data as a Service’. In such circumstances the D-E-A-R framework misses the mark, and so we are curious to know how others in Customer Success may approach this? Is there a framework that works for you to help your CSMs synthesize customer health succinctly and comprehensively without writing a magna-carta? Below is the simple guidance we suggest, but am interested in other points of view please.Deployment:• How well is the customer’s onboarding going?• What issues have been identified?Engagement: • How en

Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.  Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either. 

Hi everyone! We launched Gainsight in April and our CSMs are using it widely. I’d like to move out onboarding/implementation process into Gainsight as well—currently we use Notion. It’s a pain for our Implementation Specialists to be tracking in two places and I like the idea of having due dates, email templates, etc.My company is very devoted to Notion and it’s going to be a hard sell. Would love to hear from others in the community on how using Gainsight has worked really well for them for their implementation process!

When viewing participants in a JO, picklist GSIDs are shown, when those picklists are mapped as custom fields. Those should be the human-readable picklist value. I don’t believe an Object exists in NXT that allows you to look up the GSIDs of picklist values.    

We are working to create a report that shows customers who went from red health last week to either yellow or green health this week.  I've tried a few things, but without adding another usage field to push to every week, I haven't figured this out.  It seems like it would be something that should already be stored and I'm just missing.

Is there a way to log emails to timeline from a group mailbox via an API? 

Within Gainsight, we are trying to find an easier way to view only accounts we want without having to make a new dashboard or list for each CSM. I noticed the “follow +” button at the top of the C360 in gainsight for customers. If I follow all of my accounts, is there a way to see all the accounts I am following in Gainsight so I can use that page for reference instead of having to search for my accounts individually?

Scenario: I have a Gainsight Object with below fields and data. I am now trying to run a rule on this object to update the column E “Modified Date”I have created a rule to update column E with below conditions:1. If column D is TRUE, update column E with the values from column A (Run Date)2. If column D is FALSE, update column E with the last updated value from Column EIssue Observed for scenario 2 (when column D is FALSE):When the rule is executed sequentially for each ‘Run date’ in filters (eg. 1/04/2025), the column E5 updated as expected. But when I do not choose the the filters for ‘Run Date’ the rule fails to update all cells E5 to E12.Question:Is there a way to have circular references in the same rule, where I am updating a cel

Hi everybodywe are looking at bringing in registration & attendance data from MS teams to the C360  in an automated manner to better understand a customer’s progress in Onboarding and later self-serve engagement.Has anybody done this before and can share any best practices?Thanks in advance!

 I'm working on dynamic JO programs , I'm trying to change the configuration in query builder after building the whole components mapping it, tokenizing it with the fields but if we do any changes or add/remove a field (not the field that was tokenised or mapped) , I need to redo the entire component configuration.I need to open each component and save it again other wise it is throwing a warning symbol. 

CS January/February 2025 Release Notes Update!The CS 6.44 January/February Release Notes is officially published for EU and US customers. Along with this release, the following articles have been published:New Articles:Staircase AI-CS Integration