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Customer Success (CS)

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  • 15,510 Replies
4904 Topics
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TalAmorHelper ⭐️
asked in Customer Success (CS)
Create a report using several Gainsight objects

Hi, I need to create a report which consists of data from 3 different Gainsight objects - Company, Healthscore and Timeline Activity. At the moment this is not something that can be done by classic report builder capabilities, any idea how I can still build such a report?   Best, Tal

874
sai_ram
4 years ago
niki_olmstead
niki_olmsteadContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Success Plan Task Description

In our success plan playbooks, each task has a description to add some detail and clarity on the objective. My question is: when exporting success plans into a powerpoint presentation, are we able to capture the description detail anywhere? I see it's accessible via the share360 UI, but I'm not seeing the option with exporting a hard copy. Am I missing something?

964
niki_olmstead
4 years ago
Bmeuchel
BmeuchelContributor ⭐️⭐️
asked in Customer Success (CS)
Is it possible to report on accounts with a stale score?

I’m looking to report on scores that have been set to stale using validity period.  We currently have it set that scores will become stale after 12 weeks.  Is there a way to report on this?  If not, what are some work arounds that are being used? 

1251
shantan_reddy
4 years ago
dariabrainerd
dariabrainerdContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How can I show two data sources on one report?

I am trying to see a dashboard view of transactions plotted against closed won CTA's over time. The goal is to see a direct correlation between CSM activity (QBRs, Meetings, Success Reviews, etc.) and Customer Transactions. I'm not having luck pulling in these two data sources in one view for this purpose. Thanks for your help!

3039
phani_kumar
4 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
Creating reports & dashboard using multiple MDA objects

Hello I'd like to create a dashboard to track our new product users and to see whether they have started using our product or not, any training they have completed, webinars attended, etc. This info is stored in approx 5-6 different MDA objects - I can create the extract using Bionic rules but is there a way I can create a dashboard for our Training Team to check & action? We're using Person object so one possible way forward I can think of, would be to select few key attributes and load them to the Company Person e.g. Date of user created, Training completed, Date of last webinar attended etc and then create a report from the Company Person. But this seems a bit messy and would limit the insights we have. Is there another way to track onboarding engagement efficiently? Thanks in advance Katerina

2835
phani_kumar
4 years ago
stella
stellaContributor ⭐️
asked in Customer Success (CS)
Can I create a report using multiple data sources?

Can I create a report using multiple data sources?  My sense is that this may now be possible with bionic rules.

2133
phani_kumar
4 years ago
britton_walker
britton_walkerHelper ⭐️
asked in Customer Success (CS)
Using a data space as the source of a bionic rule

I need to create a bionic rule that sends an email using a data space as the source object. I have the ID field included in the data space and selected as the primary account reference. However, when I create the rule, I get the following error: "Only the Load to SFDC, Load to MDA and Load to Company action types are shown in the Actions Setup screen as account lookup fields are not available in the last output task." I've tried every ID field possible as the account reference, but none of them work. The account reference works fine for a custom rule though. Have I missed something, or have others run into the same issue?

594
phani_kumar
4 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
NXT v6.13 is Live, Plus Upcoming Events!

Gainsight CS v6.13 Gainsight NXT v6.13 release is live today! You can read more about it in our release notes and watch this 5-min. video to see what’s new! The 6.13 SFDC edition will be available in your Sandbox orgs on March 31, and production orgs on April 14.   New Events Calendar Check out our upcoming virtual events hosted by various Gainsight teams! Registration is FREE, and there will be lots of learning and sharing opportunities! Community Home page:   Note: the new events calendar doesn’t include a notification or subscription mechanism, yet! Please bookmark the calendar, and register for the events that interest you!

612
lila_meyer
4 years ago
T
TalAmorHelper ⭐️
asked in Customer Success (CS)
Using JO to create Informative Email Notifications about CTA Creation

Hey all, We had a few users state that the email notification they received whenever they had a CTA assigned to them did not contain sufficient information. Therefore, we thought about using the JO to compensate for that. We thought about creating a program that we launch whenever a CTA is assigned to a user. Has anyone done that before or knows how this could be done? Would be so helpful!   Thanks, Tal

885
sai_ram
4 years ago
tony_tao
tony_taoContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Attach link to CTA in JO Program/Email Template

We are looking to send an email alert to CSM Managers anytime a CTA is moved to a “blocked” status. Is there a way to add a link to the CTA in the email template? This would allot managers to click into the email and go directly to the Gainsight CTA for additional details. I don’t see a corresponding field on the CTA object that links directly to the CTA I could tokenize. I am using the Call to Action object as the Fetch source in power list query. Any help would be much appreciated! 

741
john_apple
4 years ago
kleasure
kleasureContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Change company association for an NPS Response?

We have some customers who are associated to two different companies at once, and their NPS survey responses were recorded under the secondary company. We’d like to move their responses to the main company so that the NPS scores reflected on the company’s C360 page are accurate.  Is this possible?   Thanks!

842
sai_ram
4 years ago
D
dank723Contributor ⭐️
posted in Customer Success (CS)
Make Multiple Choice Survey Questions Configurable Columns

We have a survey question below with a bunch of question about how our service is for our customers. We would want to make these columns configurable to take up the whole page so the viewing experience for the end user isn’t smushed together.  

1092
sai_ram
4 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
Surveys 2.0 - Single select vs multiselect answers in radio/check boxes

Hi, Is there a way to have a multiselect question using the radio/check box option rather then the drop down box?  When using the dropdown box, it hides a lot of the text with no scrolling option for the  user to see the rest of the sentence. When using radio/check box, the only option is to select one. Ideally, we’d like to be able to use the radio box but with an option to tick all that apply, not just one.   Thanks Katerina   

1011
V
4 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Why are the Context ID and External ID fields mapped in a program Text fields on the flattened object?

I’m not sure if this is better submitted as a question (because it doesn’t make sense to me) or an idea (because it needs to be changed) but here it goes! Why are the Context ID and External ID fields mapped in a program Text fields on the flattened object?    We are attempting to update our rule triggering some follow up CTAs to our team, but even though we’ve mapped the Solution CSM id as an external ID in the program. we’re not able to use that field as the Owner Field in our Call To Action action. Is there a reason behind this, or is is possible to update these to actual ID fields? It would save extra steps pulling in the IDs from another source and merging. An in our case since this was an existing rule, re-creating all of the actions since we need to pull from the merge instead of a single data source.

870
katie_b
4 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
"Gainsight Recommended CTAs" Feature will be Retired in March

With the March Gainsight release, we will retire the "Gainsight Recommended CTAs" feature (more info on this feature). This feature was originally released in the Fall of 2017 and is not widely used, with most users opting instead to create custom filtered Cockpit views. We’re removing this feature as part of a larger simplification effort that we are undertaking with regard to Cockpit and CTAs, which is intended to improve the experience for both admins and end users. 

654
lila_meyer
4 years ago
hardik_mota
hardik_motaHelper ⭐️
asked in Customer Success (CS)
Use "OR" logic instead of "AND" when selecting key fields to identify unique records in connectors 1.0

Hi Team, One of our customer is looking to use Use "OR" instead of "AND" when selecting key fields to identify unique records in connector 1.0 jobs.  Current Behaviour: When setting up an Ingest Job, we have two Unique Identifiers from two different systems. Currently it is erroring out when one or the other is missing. Expectation: Create the Gainsight record with either Unique ID’s. Please see below for which key fields we have selected to identify unique records.  Here’s the SS : https://share.getcloudapp.com/NQuZGGWb Please let us know your thoughts on this requirement. Best, Hardik 

450
hardik_mota
4 years ago
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wmurthyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Is there a way to send periodic emails to non-Gainsight users?

We have many folks in the Sales community who don’t have access (or need) to use Gainsight. However it helps for them to be aware of the Customer Health Score especially when they are meeting with Customers.   Is there any way for me to do this?

532
W
4 years ago
H
hcheemaContributor ⭐️
asked in Customer Success (CS)
Success Plans- creating objectives

Hi everyone: I’m interested in learning how some of you came up with your Success Plan objectives. By way of background: we’re an on-prem fintech company with zero in the way of telemetry of our client’s product usage. Think accounting and trade order management software for asset managers and like. I’m looking to launch Success Plans for a group of long time Tier 1 clients. The reasons aside from the obvious tie to enhanced ‘white glove’ type service, deeper client understanding and hopeful support of tough renewal conversations to defend our solutions’ ROI.  I’ve done a fair amt of reading online as well as via Gainsight about Customer outcomes tracking. It’s all very conceptual vs concrete. Onboarding is obviously not a ‘thing’ for this group of active clients. Instead I’d like to identify a list of annual objectives jointly created with our CSM and the client that have some level of measureable outcome which would help solidify customer success as well as hopeful referenceability.

1553
H
4 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight CS NXT v6.12.1 Patch Release Notes Available

NXT 6.12.1 Patch Release is Live NXT v6.12.1 patch release went live today. For the complete details, please refer to the patch release notes.  The patch release includes the following enhancements: Increase in Character Limit for Dropdown Category Name Increase in Low Volume Custom Objects and Fields Success Snapshot configuration is retained when slides are edited or updated Mark Success Snapshots as Active/Inactive Survey source will be identified in C/R360 > Survey section Custom Connectors (external events) now use OAuth 2.0 as an authorization method  SFDC edition customers: the above enhancements will be included in the upcoming 6.12 release on March 17. Upcoming Feature Deprecations (SFDC edition only) Retiring “Gainsight Recommended CTAs”: With this release (v6.12), we’re retiring the "Gainsight Recommended CTAs" feature (more info on this feature). This feature was originally released in the Fall of 2017 and is not widely used, with most users opting instead to c

905
lila_meyer
4 years ago
spencer_engel
spencer_engelExpert ⭐️
posted in Customer Success (CS)
How to Correctly Import Your Managers and Build a Manager Dashboard

A common question we get during our Office Hours sessions is how to properly import manager lookups into Gainsight. This is important to get right in order to be able to set up CSM Manager dashboards, use Manager emails for Journey Orchestrator Programs, and much more.    Here is a ~10-minute video tutorial I recorded that explains the process of how to import and/or create your manager lookups, where to find that information in Gainsight, and how to set up global filters based on them.      Some important things to know:  Setting up a Manager ID filter will be a little different depending on which version of Gainsight you’re using. If you’re using NXT (like I do in my tutorial), all of your reports will be built on the MDA, so it’s pretty easy. Just choose the GSID nested under the Manager lookup for the CSM (or whichever lookup field is appropriate).  If you’re on SFDC version and have reports on your dashboard that are using SFDC data as a source object and MDA data too, then you’ll

4611
sai_ram
4 years ago
kendra_mcclanahan
kendra_mcclanahanGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Data Designer Use Case: Combine CTAs and Timeline Data

Have you started exploring Data Designer yet? If not, I’d love to share a recent design I built that’s produced a ton of value across our Gainsight org. If you have, I’d love to learn more about your use cases and what’s working really well for you (so I can use it in my own org :wink: )There are many use cases for this single dataset, here’s a few that might help you get started:Risk Management: When was the most recent update on this risk? Which escalated (flagged) risks haven’t been updated in the past week? All CTAs: How many timeline entries have been created for this specific CTA? Pull a list of timeline updates for a specific CTA type Okay, this looks complicated but I promise it’s pretty straight-forward. I’ll break out each dataset and merge below to give you ideas on how you can replicate this design in your own org. In the design, I’ve pulled an initial dataset of Timeline Activities and CTAs, so I can first merge all Timeline Activities to the associated CTA data. Next,

10588
phani_kumar
4 years ago
spencer_engel
spencer_engelExpert ⭐️
asked in Customer Success (CS)
Searching for the easiest way to report on who sends email assist tasks

I have a customer who wants to create a C360 report on recent emails sent - most of which are via Email Assist. They have multiple people who touch accounts, so the person who actually sends the email could vary (it's not just automatically the named CSM for the account).  My question is: Is there a way to put all this information into one report? It doesn't look like Email Logs contains information about the actual sender of the email. I could also report on CS Tasks, but then I lose the information about the email content that I would otherwise grab from Email Logs. Hoping I'm maybe missing something, but if the answer is just that I have to create a new MDA table, let me know.  Thanks!

877
andreammelde
4 years ago
ml2019
ml2019Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Modify Activity on Timeline

I have a requirement for a scorecard metric update based on modifying an activity previously logged on timeline, but am not sure the best way to approach it and am hoping you have a best practice suggestion. Is there a way to query a field modified date on a checkbox on an activity?

872
sai_ram
4 years ago
T
TalAmorHelper ⭐️
asked in Customer Success (CS)
Assign Account CSM in a JO CTA

Hello all, I am having some difficulties when creating a CTA which is part of a JO program. I need the CTA to be assigned to each account’s CSM, yet in the default owner field I am not able to select that option, only a specific user. There is probably something I am supposed to add in the sources but I can’t figure out what that is, any help would be greatly appreciated!   Thanks, Tal

1598
T
4 years ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Reporting/ Data Designer: How can I report on a CTA email task and join to the email log data?

I want to be able to join the CTA email task with the email log data. How are these connected?

602
andreammelde
4 years ago

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