Customer Success (CS)

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?  

Curious to know whatever happened to “Enablement Engine”?At a previous company I was given a walkthrough/demo and it was slick… but considered too much of a “nice to have” to justify the cost.If EE was a core, cost-free Gainsight product, I know we would use the heck out of it.  And the better job we do enabling our end users, the more effectively they will use the platform, the more efficiently we can maintain the platform, the stickier Gainsight will become as a mission-critical platform and that would translate into smoother renewals and upsells…. right?I’m sure there are support/dev concerns...but just seems like having more insight to how the platform is being used AND having the ability to enable users directly in the tool would be a no-brainer?Raise you

UPDATE: The fix has been pushed to all customers UPDATE: Fix has been pushed to customers in US; EU customers should have the fix tomorrow We wanted to inform our customers about a product issue our team just discovered.  We have received reports of Rules that are being test ran with the action for "Load to Gainsight Object" is not working as designed and is modifying the data, when it should just be a test run. Our team is investigating the fix for this issue, and we will continue to post updates to this thread.Please refrain from using test runs for "Load to Gainsight Object" action in rules engine. Sorry for the inconvenience this may have caused to your instance.  We hope to have this resolved shortly.

Hey guys.I’m facing a question that probably has a really simple solution that I’m failling to find. In our Company MDA object, we have one field that captures the date of the Last Timeline Activity. It works just fine but now I was asked if I could had in a 2nd field, the link to that activity. I’ve tried using the same rule I have to get the date of the last activity, to also get the Subject, in hopes of it being clickable and opening the activity, however, after loading the values into Company, it seems the Subject does not appear to be clickable.How would you guys go around this?  Thanks in advance! 

HI Team, We’ve got a request from customer.user not able to enable row grouping in a beta report, if any of show me fields have richtext fileds.We have 2 cases.1. row enablement on Richtext field.2. Enabling row enablement(on Any string field) when we have rich text field in show me.

ContextWe currently have multiple measures on scorecards which are product usage metrics We pull our metrics from Snowflake via Data Designer on a daily basis Our process is like so (timings are examples): Snowflake processes data every night and finishes at 6am Data Designer runs at 6.15am (pulls in data and creates a universal system GS object) Rule grabs values from DD and uses the `Set Score 2.0` action at 7am for each measure Scorecard runs at 8am that process everything and calculates overall score   IssueOn some days, our internal Snowflake run fails or is delayed. For example, sometimes instead of processing data by 6am, it finishes at 8am As a result, when DD runs at 6.

We have imported data into gainsight with Request Number which are strings. one request number can have multiple line items. So the line items are identified with the same Request Number as unique identifier. Now I am trying to build a rule to update scorecard based on the count of Request number. can anyone help me how to count the Same request number records?

Hi,I’m interested in setting up recurring email engagement that would be sent every time the user leaves new NPS score on the recurring NPS engagement.I’ve read this article which I find really helpful, however, I have a doubt how it would work for the recurring NPS survey.For example, if user submits the NPS score today and gives us 9/10 he’ll get the appropriate automatic email for promotor. Fastforward 1 year from now and he’s not happy with our product anymore and on the recurring NPS engagement (it’s the same engagement as before which triggers on a yearly basis) he leaves us detractor score 5/10. What email would he receive considering I don’t see the option to set a time interval for when he filled out the NPS engagement.Any idea how this could be set up without having

I need some help with the following:Extracting Educational workflow name, last viewed date, email, first name, last name for 80 engagements across 5 tenantsCurrently, I am in process of setting individual reports up for each tenant based on date criteria.Then i will need to run these 80 plus reports, export the data, scrub the data, concatenate into a single list with a new column for the tenant.This is nuts… to have to do this… I am looking for some help to save my sanity…. :) 

We have a manual Scorecard that provides a health of the customer as Red, Amber, Green. How can I 1. Create a summary of the number of customers by Red, Amber, Green 2. Email this report on weekly basis?

With April 6.23 Release, Gainsight has introduced Number Functions in the Formula Fields of Data Designer. The Number Functions allow admins to perform powerful calculations while applying transformation on a dataset. Following are the Number Functions available:Abs Ceiling Exp Floor Ln Log SqrtExample Business Use Case: When there are companies with low ARR (<10k) and high ARR (> 1M) in the same chart, admins can now create a report leveraging the logarithmic function to view those companies better in the same chart.For more information on how to use the Number Functions in Formula Fields, refer to the Formula Fields [sfdc] and

By default, Send Separate Emails is selected. However as soon as someone selects a second recipient it is greyed out and cannot be deselected. Makes sense when the template has merge fields but if the user removes the merge fields, the box is still greyed out. It isn’t clear to the end user anywhere that they need to save the draft and exit the editor, and then it’s available to deselect when they return to validate. Maybe it isn’t obvious because this isn’t how it should function - instead, as soon as the merge fields are removed the box should become available without requiring the user to exit and reopen.

Can we add the operational email template feature while creating through slightline vault

Hi all,I deleted a previous JIRA integration to test environment but when I tied to add the connection for the production JIRA i got this error:“Error occurred while saving connection. You have already created maximum number of allowed connections.”Has anyone encountered such on Gainsight, how can it be resolved?Thanks

Hi Team, Currently slack feature does not support all timeline fields, such as attendees, because of the limitations of Slack’s dialog box. Do we have any plans to implement it in coming up releases ?

The following are the key highlights of User Management as a part of the 6.23 release: Internal Collaborator and External are the two new license types that will be introduced to manage users better in Gainsight instances. There will not be any extra charges for accessing these license types. ‘Unlicensed' license type will no longer be available in Gainsight. Every existing ‘Unlicensed' active user with 'Internal' system type will be assigned an Internal Collaborator license. All ‘Unlicensed' active users with ‘External' system type will be assigned an External license.

Hi everyone - I've put together a how-to video that explains how to aggregate data and then merge with another dataset to get everything you need. The use case here is that I want to find the nearest-in-the future close date for an opportunity (a.k.a. MIN Close Date) and then still pull over other key attributes from that opportunity (Amount, Owner ID Name, etc.). Here's how to do that.

Please be aware of the following dates where you may see a delayed response from the Support team, while our team takes some time off.Monday, April 12: Live chat disabled Phone support disabled (US Hours) Delayed response time on non-urgent issues No change in email & portal ticket submission Staffed 24 hours, but agents only working high severity cases Tuesday, April 13 Modified chat hours (10am-5pm CST) Monday, April  26 Modified chat hours (10am-5pm CST) As a reminder, you can submit support cases through the portal, following the guide 

Has anyone cracked the code on tracking the time it takes to serve customers?  We need to start collecting data so that we can make smart operational and personnel decisions.  I have some ideas swirling but thought it’d come here to see if the community had any great design ideas.   Here’s what I’m thinking:We have already created a duration or estimated time to complete (in min) field on CTAs and Tasks and we have the Duration field in Timeline activities (for meetings and other things) We’re also going to pre-populate estimated durations for the standard implementation and service tasks tasks in playbooks, only needing updates by the CS team if something is way off and requires much more time than anticipated With this data, we’ll design a dashboard to have visibility into what it requires to service a customer and eventually measure based on where they are in their lifecylce and other factors.  The current roadblock:

Hi Gainsight Admin community, Usecase: While sending Journey Orchestrator emails embedded with Gainisght reports holding more than 20 rows of tabular data or more than 5 columns. Sometimes the admins are unsure of whether the data fetched from report will hold maximum of 20 rows or beyond.Workaround: Keep the configuration of the embedded report in the email template as it is. As it gives good look and feel when the end users open the email sent by JO as table.Along with keeping the tabular report also include the following.Here is the hack. We have an ability to choose the report to be embedded as a CSV within an email. Proceed with the following two steps:Step 1: Select on the attachment link in the email template configuration and then the report gets attached as CSV in the email template

We would like to roll out sponsor tracking as this is a key objective requested by our ELT and board, however when testing with some internal profiles (using the LinkedIn URL of my colleagues) all of them have an old job title and old company showing. I’ve yet to find one which is accurate. In some cases the job title and/or company aren’t even present on the profile itself. For example my title shows as Customer Success Manager, I have variations of that on my profile but no job specifically with that exact wording.  What’s up with this….?

Education Services is pleased to announce the availability of new versions of our Admin Reports and Dashboards courses. These courses train you on using Horizon Analytics, the new reporting and analytics capabilities that will give you even better insights into your data, allowing you to drive greater adoption and retention. Note that Horizon Analytics will be rolling out during the first half of 2021.The Horizon Reports & Dashboards - NXT course for end users provides an overview of Gainsight's Dashboards feature, and covers the following topics:What are Dashboards? Examples of Reports and Dashboards Navigating in Dashboards Report Features Sharing DashboardsIn the

Hello Gainsight community. For those of you who I haven’t met, I am Ciara Peter our head of Product Design. Something that’s top of mind for us right now is navigation. We’ve heard from many of you that our navigation can be difficult, but navigation can mean so many things. Here are a few areas that come to mind. Please let us know in the comments which of these are high priorities for you? Also please let me know if we missed something in this thread entirely. Please be candid! Thank you.Relevance of landing page and visible navigation options Interaction of the left navigation menu Ordering and hierarchy of the left navigation menu Ability to find a specific customer Jargon / feature names