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Customer Success (CS)

Ask questions and learn from others about features, workflows, and all the possibilities of Gainsight CS

  • 4,922 Topics
  • 15,559 Replies
4922 Topics
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kytpowellContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Automating Relationship Contacts

Hello -   I constantly get feedback from end-users that adding contacts to relationship contact section manually is time consuming. Is there a way to automate the adding of contacts into the Relationship contact section of the R360?  

720
sai_ram
4 years ago
faust_belarmino
faust_belarminoHelper ⭐️⭐️
asked in Customer Success (CS)
What Happens to Salesforce Objects when Using Survey 2.0 & NPS 2.0?

I'm posting this question here to get more feedback from the community. We've recently began using Survey 2.0 and NPS 2.0. While working on reports we noticed that the survey and NPS responses were being stored on MDA objects listed HERE, and not being stored on the original Gainsight objects in Salesforce anymore. When using the 1.0 feature, the responses would be stored in the objects listed below: NPS Text Analytics (from Gainsight CSM package) NPSSurvey Response (from Gainsight CSM package) Survey Question (from Gainsight CSM package) Survey Text Analytics (from Gainsight CSM package) Survey User Answer (from Gainsight CSM package) This is a problem for us because we have Salesforce workflow rules that use those objects to grab NPS scores and submissions and posts them on an internal system. Now that we've started using the 2.0 features, the workflow rules aren't pulling any more data. I've tried creating a rule

1980
ml2019
4 years ago
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jrivaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Report - CTA name: Count/Aggregation vs. name alone

I’m trying to add the CTA name to a report that was created by someone else. When I choose the object path CTA>Name as I normally would to display this info:   Instead what I get is the Count of Name:   What am I doing wrong? Is there a way to include the CTA name as a “Show me” field in this report? I’m not interested in a count of names, I want the actual names for each CTA.   Thanks!

740
J
4 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Customer Success (CS)
I have added new Gainsight users but don't see these users as active in user management and permissions. What will it take to make the users as active?

If the users needs to be reflected immediately please go to Administration--> Gainsight sharing settings--> user attributes--> and then refresh.  

450
meenal_shukla
4 years ago
GameChangerAdmin
GameChangerAdminGainsight Employee ⭐️
published in Customer Success (CS)
Email to Timeline is here! It's time to get on board!

  On Feb. 25 in our V6.0 release, we rolled out the new Email to Timeline feature and already 100+ Gainsight customers are using it -- and so can you! Admins can learn how to enable the feature using this guide, and watch an overview of how the whole process works in this 9-min. video!   If you have questions or feedback, feel free to share them on the Community. Email to Timeline was one of the most popular feature enhancements ever shared on our Community, and we're very excited to bring it to life!   Please let us know if there's anything blocking you from setting up this new feature for your users!  

3950
gunjanm
4 years ago
S
SrideviContributor ⭐️
asked in Customer Success (CS)
API documentation for Gainsight NXT Bulk and Event APIs

Hi All,   We are working on an application which uses Gainsight NXT APIs. We were able to find API documentation for Costumer, person and custom object APIs but not for Bulk and event APIs. Can someone help us pointing to the right API documentation. Below is the link which we are referring to get the API details, here we don’t find Bulk and Event API details. https://support.gainsight.com/Gainsight_NXT/API_and_Developer_Docs/Bulk_API/Gainsight_Bulk_API   Regards, Sridevi

1710
pratap_kumar_challa
4 years ago
jeremy_johnston
jeremy_johnstonHelper ⭐️
asked in Customer Success (CS)
People Maps - visibility in SFDC with Viewer License?

Is the Gainsight People Maps feature only visible within C360 to users with GS Standard licenses, vs also being available to GS Viewer license holders in SFDC?   Thanks! JJ

820
jeremy_johnston
4 years ago
eberjx
eberjxContributor ⭐️
posted in Customer Success (CS)
GSNAP Roadmap and COVID-19

I am told by Gainsight Support that GSNAP will be end of life at the end of the year due to Flash End of Life.  The Product Managers have no current plans to rebuild the GSNAP functions without Flash.  In these times of COVID-19 and Social Distancing this seems like the worst decision ever.  The integration of Video Messaging into the best Customer Success platform is a no brainer.  The ability to leverage Gainsight to engage with our Customers using a variety of tech touch models is hugely compelling now.   What do other community members think?  Is this something that we think Gainsight should invest in, and invest in sooner rather than later?

920
heather_hansen
4 years ago
nora_soza
nora_sozaHelper ⭐️
asked in Customer Success (CS)
Dynamic CTA Task assignment to a second user based off dynamic CTA Owner User record

In the ‘email assist’ tokenization of a CTA task, we can pull through a number of valuable fields based on records related to the ‘Call to Action → Assignee’. For example, ‘Call to Action → Assignees Manager  (Formula: JBCXM__Assignee__r.user_manager)’ allows us to pull through the name of the manager of the user assigned to the CTA. This type of lookup is not available at the Task Owner assignment configuration and we’d love to see this happen. Task Owner options - does not include ‘Call to Action → Assignee’ options, only this ‘CTA Owner’ option:   Background: To bring in additional fields to use during email assist we have a number of lookup fields from the User Profile of the Assignee of the Call to Action.  This is great because we can pull through and tokenize things like the Assignee’s first name, their manager, and that user’s custom booking link.   Call to Action → Assignee Call to Action → Assignee First Name (JBCXM__Assignee__r.FirstName) Call to Action → Assignee Manager (J

1600
nora_soza
4 years ago
lerkatron
lerkatronContributor ⭐️⭐️
asked in Customer Success (CS)
Can attribute section fields narrow the selection in other fields?

Hi everyone, Can attribute fields be made in a way so that e.g. if the end-user picks X in field A, then the selection in field B is narrowed based on this information? I hope I am making myself clear!

500
M
4 years ago
MariaTuregano
MariaTureganoHelper ⭐️
asked in Customer Success (CS)
Fields not updating from Salesforce

We have found a couple of cases where the fields (sales stage and account executive) are not updating in Gainsight (R360)  from SFDC. I have checked the rules that pull the data into Gainsight and they seem to be running properly, in fact they are updating these fields in other accounts. I dont know what is happening for these particular cases. Any idea? i.e Account XYZ Sales Stage  SFDC; Renewal 75% Gainsight; Prospecting   Thanks in advance.

1640
MariaTuregano
4 years ago
W
wmurthyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible in Gainsight to send weekly messages related to CTA?

I want to create a process where users are able to create a CTA  related to Critical Accounts. I want the ability to send a recurring reminder email to the CTA owner to provide update. This is different from the CTA due date.  How do I do that?

950
W
4 years ago
T
tammy_cContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Create formula to have result = null

Hello -    We have a metric that we track regarding logins, and we want it to show as blank or null if there are no active users yet because technically they could have a 0% login rate with active users which is different than 0% with no active users. I’m trying to create a calculated field on the company object. I’ve tried many different versions. All so far will show 0% even when there are no active users. I’ve tried =null, is not null, =0, ... case when Active_Users is null then null else Unique_Login / Active_Users end Thanks

950
T
4 years ago
phaneendhar_lingam
phaneendhar_lingamContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Filtering Picklist value at 4th level in Data Designer

Hi,   I'm creating a new design using Data Designer - I'm trying to get opportunities for Active customers only. If I have to put this filter the hierarchy flows as, Opportunity -> Account Id (Account) -> Customer Info -> Status In this flow, Status is also a lookup field but since it is at 4th level I'm using Id value for 'Active' status from Picklist object. Is there a better way of filtering where we can use value to filter the record instead of filtering using the Id of that picklist field?   ​  

390
rakesh
4 years ago
prathap
prathapContributor ⭐️⭐️
asked in Customer Success (CS)
To apply filters on Target Database in Rules

The filters present in the Action Criteria are applied only on the source data but not on the target. For example, If Source data have multiple records with Same account number as below - Now if we try to update this exclude the record with value yes by using it in criteria and  and apply the identifier on Account then the rule is updating all the records including the Field Exclude which has Yes too. So user is requesting to post as an enhancement request where the Action criteria is applied on target too.

680
phani_kumar
4 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch 6.13.1 NXT Release is Live & 6.13 SFDC edition is Coming Soon!

Gainsight NXT patch release v6.13.1 went live today and contains several important enhancements. (Most of these enhancements will also be included in the 6.13 SFDC edition release coming 4/14.) Renewal Center allows you to delete Opportunities from the GS Opportunity object during a sync support for sorting and pagination in action cards Data Designer S3 is available as a data source in Data Designer publish reports from Data Designer to the Report Builder repository with one click Report Builder - honors fiscal year setting in reports Adoption Explorer pull data from PX along with the Product Key to see multi-product analytics directly using the Company level usage data Person Name is now displayed with First and Last name in Person Layouts CS Salesforce edition v6.13 is live in Sandboxes and will be available in production orgs on April 14. Draft release notes are available now. You can also watch this 5-min. video to see what’s new! Gainsight PX’s latest release also went live re

450
lila_meyer
4 years ago
imran1184
imran1184Contributor ⭐️⭐️⭐️
posted in Customer Success (CS)
Is it possible to set it up so all contacts from certain companies are CC’d on the email vs each contact receiving their own individual email?

I am working with a customer in which he has below query. Putting in customer’s words only to make it more clear.  ‘I researched around on the support site but couldn’t find an answer on this so wanted to see if this is a possibility. For Journey Orchestrator, when sending out emails, is it possible to set it up so all contacts from certain companies are CC’d on the email vs each contact receiving their own individual email?’ Is it possible, Any input will be highly appreciated.

764
phani_kumar
4 years ago
prathap
prathapContributor ⭐️⭐️
asked in Customer Success (CS)
Option to change the Currency for ARR in Company Object

Hello Team, We are providing ARR field in company object and by default we are setting USD as the Currency code and users don't have an option to change the Currency code. Some of the users are having Euro and Yen as their currency code in Salesforce but whereas in MDA, it is mentioned as USD and they cannot change it. So can we please provide an option to change this for ARR field in Company object.

1350
pgeorge
4 years ago
A
a_hellerContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Creating a "bucket field" in Reporting

Is there any way to create a rule to add a column to my reports in order to group accounts by specific data? I would like to create a formula that looks at # of employees field on the account object and buckets the account based on segment. 

2380
sai_ram
4 years ago
T
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

890
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?

960
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? 

1260
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!

3040
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

2830
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.

2130
phani_kumar
4 years ago

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