Customer Success (CS)

Under the new UI design for CS, adding a Reason Category for our CTAs are no longer user friendly. Can this design be updated in the CS product? Currently, customers can only add Reason Categories when making a new CTA Type or creating a new Reason under Cockpit Admin view. This can only be done by typing in the new name of the Reason Category into the search field and the Add Button will appear if the name is not present. If the user tries to add a new Reason Category under the Reporting Category column, they are not given the same option to add a new Reason Category if the name they search is not present. See Examples here: And here: There are a few reasons this is not user friendly: It is not obvious that a new Reason Category needs to be added by typing the new Reason Category name into the search field. Since the customer needs to add new Reason Categories via the search field, the experience feels inconsistent when this feature only applies to adding a new Reason or CTA Type but

I followed the directions to enable Copilot in our instance of Gainsight. It works fine for me, though I am an admin. One of our CSMs just tried to log in, they could see Copilot, but when they try and access it, they get the following error, “You don’t have permission to access copilot. Please contact your administrator.” To enable, I went to the CSM permission bundle, went to Navigation Permissions, and added Copilot. I walked through the Copilot FAQ https://support.gainsight.com/Gainsight_AI/FAQs/FAQs_for_Copilot_(BETA) but did not see anything else I needed to enable. What am I missing?

In case you missed it, our recent Customer Success webinar provided an in-depth exploration of key product updates and enhancements, designed to help you make the most of the Gainsight platform. The webinar focused on our commitment to staying at the forefront of innovation, while maintaining our "Human First" approach. We also introduced new AI-driven features aimed at delivering greater value and efficiency to our customers. Gainsight Home Redesign - A fresh, intuitive interface tailored to improve user experience. This new layout streamlines operations, making navigation more efficient and enabling quicker access to important information. AI Enhancements - Our improved AI capabilities now offer more sophisticated insights, empowering you to make data-driven decisions with increased accuracy and speed. Emails With AI - We introduced AI-driven insights and automation into email communication, allowing you to craft more personalized and impactful messages. This feature ensures that you

I have a report that is grouped by Quarter and I am wanting to change how its presented from QX-YYYY to YYYY-QX. I looked in setting, rule transformations, cases but nothing is allowing me to switch the position of the quarter and the year. Anyone have success doing this?

A very common request I get during Admin Office Hours is "how do I show improvements or declines in scorecard measures or overall score" This tends to be an important thing for Customer Success teams (and other teams too!) to see and either learn why things are going well or what's going wrong and course-correct. Let me know if you have any questions in the comments!

Is there a way for both CSMs and TAMs to co-author meeting notes in Gainsight during customer meetings, similar to how it's done in Google Docs or Microsoft OneNote? If not, are there plans to introduce this feature in the future? Additionally, are there any third-party tools that can be integrated or explored for this functionality?

You may have heard about Gainsight’s recent upgrade to the backend infrastructure of our connectors which required customers to reauthorize their connections. If this is news to you, check out the details here. Gainsight’s Product and Operations team has been managing this project to cause as little disruption to customers as possible throughout the migration. Go team! As a Senior Technical Program Manager at Gainsight who specializes in integrations (specifically between PX+CS or Support Platforms + CS), I wanted to offer assistance to customers with reauthorizing their support connectors. While the only thing admins needed to do was click “Reauthorize,” I wanted them to know that I was available to help if they ran into any hiccups. Plus, if they were interested in implementing any cool Support+CS use cases- I was their girl. So I requested the list of customers’ Support Connector reauthorization status from our Ops team and set out to lend a helping hand. The requirements were simpl

Hi Admins! I am looking to determine which of our accounts are most engaged with our Emails sent via JO. Has anybody built out a report to determine the email open rates for accounts in a defined time period? If so, which object did you use and how did you configure the fields? Looking for something like the below for this year: Account 1 - 100 Emails Sent - 20 Opened - 20% Open Rate

We have a TON of people in Gainsight which results in lots of dashboards. Is there any way to assign a list of people to a dashboard without manually assigning them one by one?

Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below. What are the high-level benefits of a CC+CS integration? It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform. It gives CSMs valuable and actionable insights into their clients’ Community usage. It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product. How does a client set up the Community Connector? You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector. How do we map the Community data to the data in CS? This relies on the Community User Email Address. In ord

Gainsight is great in its ability to schedule NPS surveys on a host of criteria, but do we have the ability to trigger a survey manually? Use case: I’d like to send all QBR participants an NPS Survey after the QBR is executed. Can we trigger the survey after I close an ‘Send NPS’ task in the QBR CTA? or when I close the CTA itself? Some other mechanism? I know this isn’t standard behavior when executing an NPS program.

When I paste a full HTML email (doctype, CSS, etc) into the WYSIWYG, everything looks fine. But a test send did not show a preheader in the inbox preview and when I return to the template, everything above the first table is stripped. Including a preheader is a basic email best practice. How can this be included, and why is so much of the code being stripped when Gainsight's own best practices dictate to use doctype? Is there something else that needs to be specified? Thanks!

Ability to have Custom Admin Section for CTAs that are displayed in Cockpit section of Success Plan. Hi Team, Customer is looking to have only CTA Views pertaining to Cockpit section of success Plan being displayed when CTAs of success plan are viewed. As of now, we have all CTA views visible that are created in Cockpit’s Administrative page. Please have a look at the following recording. https://share.zight.com/qGunNWY1

I would like to include a Preheader Text in my email template but I do not see an option for this. I am not qualified in using the code option. Any help would be appreciated. Thanks, Lira

Hey everyone! I am working on a project where I need to visualize some pretty complex data trends and ensure that the insights are integrated seamlessly with Gainsight. The goal is to make the data not only understandable but actionable for our customer success team and stakeholders. For those of you who’ve worked with intricate datasets, what types of visualizations have you found most effective in presenting large sets of data in a clear, insightful way? I am also curious if anyone has tips on building dashboards or custom visuals that align with the data-driven processes in Gainsight. I have been through these resources/articles https://www.gainsight.com/blog/gainsight-data-architecture-explained/ Power BI Architecture, however, they are quite useful but I wanted to learn more from community members. Additionally, how are you using Gainsight’s integration capabilities to ensure that these insights are directly connected to customer health, renewals, or proactive outreach? Any best p

We have noticed significant increase in load times since the August UI update but have always had complaints from CSMs regarding time it takes to load dashboards/reports, filters not applying on first time, and more. Any ideas on how we can reduce load times? We have been coaching clearing cookies, resetting dashboards etc. but starting to get to a point where people are pretty frustrated.

Hi, I am new to Gainsight and want to learn more about the product (Product Experience & Customer Success). As I am working on my project as it has a lot of customers so I wanted to automate various things. Could you please share any guide/document so I can go through. Thanks

Hi, new to Gainsight but am I able to trigger a CTA from a change in the value of a field? Use Case: If the value in the Stage field on a Company is changed from Implementing to Go-live can this create a CTA for the CSM advising them of the go-live and to use the associate playbook to on-board them to Customer Success. Thanks in advance. Hark

Does anyone have a good workaround for pulling in Company Persons into the “To” field for reps to search company persons when sending Emails from Relationship Type CTA Email Tasks?

I recently came across needing to do this and for whatever reasons conventional means failed me, until repeating something I had tried before inexplicably did what I needed it to. So, to hopefully save others some grief in case just copying the URL after you’ve clicked on a rule doesn’t work, here you go: Note: This pertains to NXT users who login via SFDC. Base URL: YOUR_DOMAIN --jbcxm.vf.force.com/apex/GainsightNXT#rulesmanager%23%2Frule%2Fedit%2F RULE_ID %2Fdetails (I omitted the https part so this didn’t turn into a URL, but don’t forget it) Replace the bold, italicized and underlined text: Your_Domain: with whatever your SFDC domain happens to be. Rule_ID: This is the ID of the rule itself Finding the Rule ID: Run the rule successfully at least one time Look for the execution history Open the logs for a given execution of the rule Find the penultimate log that should start with “Execution started for Rule : …”. The rule ID will be in [brackets] This should take you to the Rule det

I see that we have Automated Refresh for AI cheat sheets released recently. When we say automated refresh, can the Admins set the schedule upon which the refresh happens. Or is the schedule the same for everybody globally?

When attempting to use the Login to Gainsight CS option on Gainsight.com, it does not allow you to choose which Data Center your tenant is on. This is not in line with some of our other login screens. For example, the Assist Plugin login allows you to select the data center, and routes you to the appropriate URL for you to successfully login to your tenant. You can use different links to the other data centers, i.e. auth.us2.gainsightcloud.com or auth.eu.gainsight.com. However, these are not accessible through the main Gainsight website.

Is there any support for advanced search logic in the timeline search field? I’ve just been trying it out, and it seems that the search string published and the string “published” both return the exact same results - i.e. they will return results which are not exact matches. In this example I am getting results for publisher and other variations. In this case I want to search specifically for the word published and only return exact matches. Is there a way of doing that in the timeline search currently. Normal search syntax would be to use “ “ around your search term for exact matches, but this doesn’t seem to be respected in Gainsight

IVE BEEN TRYING TI FIND A NEW ROLE AND HAVE BEEN SEARCHING FOR A COUPLE MONTHS. THERE ARE RARELY ANY JOBS BEING POSTED. HOW AM I SUPPOSED TO CONTINUE AND GROW MY CAREER WHEN THERE ARENT ANY JOBS AVAILABLE IN MY FIELD? CAN ANYBODY PLEASE HELP ME OUT.

We are interested in your feedback We are currently working on improving the Gainsight Global Search, we want to improve the user experience around global search. A couple of the things we are already considering include Administration - Supporting filters in the search configuration. These filters help admins restrict in-active and non-relevant records from appearing in search results. (here) Recent searches - Showing the recent searches to users. (here) Few inputs that would help me here are What are the top 2 challenges you face with global search today ? What can we improve to make it easier for you to find the desired Company/Relationship record ? What other entities do you want to search using Global search ? Also any other thoughts or ideas that you may have to improve the Global search would be super helpful. Thank you all for your wonderful ideas. Gopal