Customer Success (CS)

I would like to know how other companies display the “why” behind a scorecard in Salesforce. For example, we push our red/yellow/green scores from Gainsight into salesforce but trying to figure out how we can display/explain the score in a meaningful way so show why an account is a specific color. Prior to Gainsight, our team would manually fill out a text box explaining the score but not what it’s calculated based on data, we aren’t sure how or what to display in SF. If anyone has gone down this path before, would love to chat further! 

Hi Team,Observed that Default value selection isn't appearing for dependent picklist on CTA config. https://share.getcloudapp.com/WnuY7ynEPlease let me know if there are any questions.Regards,Abhishek

We are working on an issue reported by multiple customers in regards to external timeline attendees.  Our team is currently working on a fix for this, and will share updates on this thread.  Please find further information on issue and temporary fix. Issue:  Customers are unable to add external attendees to timeline activitiesTemporary Fix: Save the activity as a draft, and then re-edit the draft.  You should then be allowed to add external attendees to the activity and save. **Update**  This is resolved now and a fix has been pushed to production.

Hi,I have a program in the Journey Orchestrator that is supposed to be creating specific CTAs to different participants, based on region and NPS response, so one CTA for  promoters in the Americas team, one for promoters in the Europe team, and similarly for passive and promoters. What is happening is that all participants are being sent all CTAs, regardless of their region or response. I am using conditional waits to separate participants. The conditions in the conditional wait are precisely the response and the region, but I’m seeing all participants go through every step of the journey regardless.  Any help would be appreciated!

HI Team, We’ve got a request from customer.When previewing we are not seeing the correct data for the merge... We see accounts with missing data from the first fetch but if you filer for that account you see all the data.To show merge results we need to have matched results from both fetch tasks. As in the preview, we are only fetching 2k records. we might not have matched data from the right dataset (in fetched 2k records). That's why the preview not showing data without a filter.All data is present in the report as well it is just the preview is misleading and added confusion to the customer

I’m looking to find a way to automatically populate a “Renewal Date” field year over year.  We currently don’t have a field in our CRM that shows this, however we do have a “Customer Since Date” that marks the start date of the client’s time with us.  For any new contract, calculating the renewal date is easy - just add 365 or 366 to the ‘since date’. What I need is a way for our customers who are 1+ years old to have that date refresh automatically after the date passes.  For example, if the renewal date is 28/05/2021, then on the day after a rule could then update it and add a year to the field value making it 28/05/2022. I can’t believe this isn’t a default function within Gainsight given that it’s built for the purpose of securing renewals.  Is this possible?  Has anyone done something similar?  Any guidance would be appreciated. Thanks in advance!

Hi everyone,  Hoping to get some thoughts on how to best acheive this. We are looking to add a new Renewal Risk Measure to our Health Score. The current requirements we are looking at are along the following lines:Set the renewal risk score manually by CSM on accounts with an assigned CSM Set a weekly batch job for other (non-assigned CSM accounts) based upon when renewal is due and overall health of account. If Renewal Risk goes Red - trigger a CTA automatically to the assigned CSM (where applicable). Where no assigned CSM possibly assign to the CSM Manager of the Segment? When the Renewal Opp closes, automatically reset the Renewal Risk Score to Green and close any open CTA’s. Wondering has anyone a similar process in place or how you might start out with this? Just looking advice or some additional input before I start creating the process.   Thanks,Patrick  

Read API: Generating single multi-picklist id which is not useful while fetching multi picklist in a read API if it has more than 1 value then it is generating one single GSID which is not useful.  It would be great to have values of a multi-picklist while fetching the data through an API. usecase: While fetching the data user should understand what they have fetched through Read API.  

Currently the CTA API does not allow for bulk updates. Only 1 CTA can be created/updated using CTA API. Since there are chances that 1 record in Salesforce will contain multiple CTA’s in gainsight, it will be good for allowing bulk updates via API.  This will also help us to automate many manual tasks that are now possible only using Mass Edit.

 We are sending our end-users an NPS survey inside our application and are pulling the responses into Gainsight on a daily basis. I'd like to set up a Journey Orchestrator program reaching out to respondents based on their response (NPS score and whether or not they have left a comment). However, it seems like the first step in a journey can't be a condition. Is the only option to create a separate program for each situation (detractor, passive, promotor with/without comment) or are you aware of any other way to do this? 

Hello Team,There are scenarios when the participant is getting dropped for various reasons but an email was sent.If the participant responds to that survey, it is tracked in Survey objects but not in AO related objects especially with Responded field.This creates lot of confusions when the customers are comparing the data from Survey and AO related objects.Can we have same data in both Survey and AO related objects. Thanks & Regards,Srikanth

 Can we increase the evalution time limit 12 hours(currently it is 11 hours). 

Hi Community! In NPS Analytics under the Feed tab, results are organized by the type of comment (positive, negative, etc). I have a requirement from my SVP Customer Success to order the results in chronological order within a certain category.Example:PositiveResults from todayResults from yesterday… Negative Results from todayResults from yesterday… Is there an option to do so? Thank you!

Consider Below Tables, I have a requirement to extract details from Usage Details Table where account ID doesn't exists in Account Table. How can I achieve this? The output should only provide details from Account ID 12 from Usage Details Table 

Hello! I am working with our Business Intelligence team to import our historical customer health data into our data warehouse to be paired up with a variety of other datasets . We have done this with other MDA tables (NPS specifically), but have recently had some staff turnover leaving us without the knowledge on how-to do that. Our BI team says they just need the API names of the object and fields to make the connection. Is there an easy way to download the schema? Thank you!

Gainsight has now redesigned Snowflake Connector to make it more intuitive and simple, powered by the Gainsight Horizon experience. You can now create Snowflake data jobs from the Jobs List page. Navigate to Administration > Connectors 2.0 to create a Snowflake connection. For more information, refer to the Snowflake Connector article.Note: If you have enabled Connectors 2.0 (Horizon Experience) in your tenant, then you can

ContextWe currently have various scorecards set up, all of which are snapshotted weekly Almost all of our metrics that input into scorecards are product usage metrics Our product usage data comes from Snowflake via Data Designer (we have a design set up with the Snowflake connector that pulls data in every night and persists it as an MDA object - we then write rules off this object to set scores)QuestionIs it possible to update historical scorecard data?Example / More details Let’s take an account and imagine we have 3 snapshot scores:

Hello Team, Can we give an ability to connect to SFDC Sandbox from NXT?Here is the use case:Customer wants to connect SFDC Sandbox to Gainsight Production. Customer's SFDC Production is undergoing some changes and once the work with respect to that is completed, their SFDC production will be exactly same as their SFDC Sandbox now. Then they will connect their SFDC production to Gainsight Production. Thanks & Regards,Srikanth 

Does anyone have any ideas on how to identify contacts for different purposes?  Has anyone used Relationships to help identify who should be getting NPS or to help Marketing know who they should be marketing to for which product etc.

Hello Team, We’ve got a request from customer, that they would want to disable DB Authentication. Below is the exact reason, given by the customer, on why they want to do this: << For security reasons, we don't want users to be able to still log in via Db if their credentials for SSO via Google have been disabled. We're protecting everything via SSO and VPN, so don't want there to be a potential alternative login method. >> The above seems to be a valid case, however as we can’t disable/delete DB authentication, can you please share your inputs on this. Thank you.

Hi guys. We have a web portal and separate native mobile app that we use Google Analytics for tracking analytics. For the mobile app, it’s using “GA4” which no longer has the views from Google Analytics and as I understand it the views are what are used to bring the data into Gainsight through Adoption Explorer. I believe GA4 is the latest version for Google Analytics, and would love to know how others have managed to get the data from GA4 into Gainsight. The local Gainsight team are trying to find out from Google directly for us but nothing back yet. Thanks Jason

Is there a way to add columns to the analyzer export? I am in need of the Created By and Last Modified By columns for all rules, and neither a config snapshot, bulk scan, or analyzer export covers these columns. These are available as filters in the rule list but a bulk export with these specific columns is needed for ease of maintenance and record keeping. Currently workin in SFDC edition

Currently, Gainsight Activity “Default Closed Status” is mapped to SFDC Activity “Status” in the Activity Sync and it’s not possible to edit it. This is confusing for my SFDC users, as all Tasks appear to be closed. I’d like to correct the mapping so that “Status” is mapped to “Status.” 

Hello - Wondering if anyone has come across this, and has a potential work around.  We have a few S3 exports that we have set up to provide to our data team.  We noticed that whenever we add a new field to the file export, that it typically shows up in the middle of the file.  This requires our data team to build a new file to deal with this change.   Expected behavior would be that any field that I add, shows up at the end of the data file.   Is there something I’m not doing that is causing this? Seems that maybe it’s an issue where some fields have a label that’s been manually created, and these new ones don’t?