Customer Success (CS)

Hey there. Last week, the Q1 2025 patch release notes for Customer Success were released to announce an update for Gainsight Assist. When these notes were released, there was no indication that any changes were needed on the client end and that this would be a seamless transition.Come today, our organization (as well as others from admin reports) saw our users unable to access the Outlook plugin due to these changes. When I reexamined the release notes page to try and troubleshoot, I was surprised to see that the ‘seamless’ transitition now called out changes that were required by the Microsoft365 administrator for our organization.While this was an easy change to make,

Are there any plans to introduce conditional formatting to reports? I have a number of use cases where this would be extremely helpful. Color cells based on Overall scorecard score. Color cells based on opportunity probability / forecast

Question:Is there a way to get a list of available events and their metadata via an API call?The need is the metadata about the events - name, topic, version, payload - in order to call the Event API." CCing @sandeep_dugar  

Thank you for joining our Customer Roadmap Webinar! We appreciate your participation throughout the sessions. Your input helped make this event a success and set a clear direction for the year ahead.Highlights from the Webinar:You emphasized the need to reduce manual steps and eliminate redundancies. We’re working to simplify workflows so you can focus on what matters most. Both poll responses and live feedback indicated a need for digital platforms that grow with your requirements. Expect enhancements that better integrate with your current systems and support revenue and retention. Your questions about AI were helpful, with many of you asking for practical use cases. We’re working on AI solutions to provide measurable benefits for your teams and customers. Several of you mentioned the need for more timely updates and clearer internal communication. We’re taking steps to improve how we keep you informed throughout

Hello,I work in operations at my company and we currently utilize Gainsight. With the survey option, is there a way upon completion of a survey for a certificate of attendance to be generated? As some background, we conduct regular zoom meetings with customers and we have a survey option created. However, the survey does not present anything tangible showing the client’s attendance to our meeting. Sometimes client leadership asks for these certificates to prove completion. This certificate would have the meeting name and the name of the attendee. 

We are creating a success snapshot that includes a report of Customer Goals. We can choose the company and success plan for the snapshot to reference, however, for the report, we can’t seem to only show the goals associated with the success plan selected - it shows all of them.Is there a way to identify goals associated with a customer’s specific success plan so that only those are included in the snapshot?

Has anyone used the new adoption tracker to track a force.com versus an open source application? Are there any limitations or issues to be aware of? 

I’m looking for a way to build logic into the tokens for Mass Journey Orchetrator emails in order to place Book A Meeting links based on the Rep assigned to the account.  Is it possible to use logic for Tokens currently?

The Data Design preview function, more specifically the Merge Preview function, is borderline useless. Maybe 1 out of 20 times will the preview actually generate anything. Is it because the merge has 0 results? Is it because I merged on the wrong fields? Maybe I have the wrong join and it should be left instead of right?Impossible to know without fully running the data design, and if you’re working through multiple joins within a design you have to join a potentially non-functioning merge into the full data set - whereas if the preview actually functioned as expected I could adjust as needed without having to complete the design. When working with large data sets, it’s extremely time consuming to always have to run a DD for each Merge to validate the output when the Preview feature should function. I don’t remember having this issue so often in the past. 

In Gainsight, is there a setting to view recently viewed accounts and/ or contacts, like there is in Salesforce? In SFDC, if you click on “Accounts” it shows you a list of all the accounts you were most recently working in.  Also, at a previous company where I worked that used Salesforce, the most recent 4 Opportunities / Contacts / Accounts would could always be seen at the bottom of your home screen with hyperlinks into them.  This saves time of doing a search for an account every time, especially when you’re flipping between the same accounts many times throughout the day. Is there a feature / setting for this in Gainsight, that would have the most recent accounts with hyperlinks?  And if not, could there be? 

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