Customer Success (CS)

質問ではなくこんなことをサポートに対応してもらったよの事例紹介です。ーーー状況・諸事情有り、Userのアカウントが1人に対して2つある状態だった サポートに対応してもらったこと・不要なUserアカウントを削除してもらった サポートにUserを削除してもらうために対応したことどのアカウントが削除対象かを明確にするために、以下の対応をしました。1．不要なUserアカウントを全てInactive状態にする2．Data ManagementでUserのdataにBooleanで「To Delete」Fieldを作成3．Rule Engineを使って、削除対象のUserアカウントの「To Delete」を「True」にする※User NameやUserのGSIDでは、Gainsightサポートのエンジニアが特定できないそうーーー稀なケースだと思いますが、ご参考になれば。

Does the Links clicked use an OR condition or an AND condition on the links. So if I enter multiple links, do all of them have to be clicked or any of them?  If it’s AND, how do I implement an OR

I am trying to re-establish our timeline to SF activity sync. This is currently set up to sync to Salesforce Events but the sync is throwing errors because the timeline entries have no duration. We do not (and will not) require that CSMs add a duration or end time for all timeline entries. Gainsight Support says there is no way to automate a work-around to this. Does anyone have a creative solution? Are you logging to Salesforce Tasks instead, even if timeline entries are not actually “tasks”? 

100 percent of the time if i try to build an email template, the preview comes out fine but the actual test email that gets sent the formatting is all off, Fonts, Sizes, Spacing, text colors… nothing matches what i actually designed. Will the template editor ever get fixed?

I am trying to leverage an Advanced Formula in Data Management and where I have successfully used them before for IF-THEN-ELSE type scenarios, does anyone know if you can do IF-THEN-ELSIF-THEN-ELSE type scenarios? I tried  case when (X < Y and X is not null) then 0 else (X > Y and X < Z) then 50 else (X > Z) 100 end That didn't work (neither did removing the brackets) so I'm thinking either my syntax is bad or this is not possible.  Any feedback?

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A

I’m curious as to how teams are leveraging Copilot to support their Customer Success organization.I would also love to hear from the product team as to what the direction of the feature is and what enhancements we can expect. We have a pilot group of Customer Success Managers who find it very challenging to use because the prompts need to be so specific and compared to other AI out there it doesn’t seem like the most user friendly...Below is some feedback from our team: “I noticed you have to be a bit careful with how you ask it things. It's not as "easy" as Chatgpt or Gemini where it tries to find the closest thing to what you asked "intuitively." For example, when asked "What are the main risks noted for [Company Name]?" it acted as if that account is non-existent. However, when I used the same language Co-Pilot had used in a previous question in the same chat, it worked. Moreover, it was then able to give me suggestions and recommendations to take based on the data it retrieved, whi

Documentation says to go to Cockpit>Playbook and then I can add a Playbook.  I don't have that option, is there somewhere I have to enable Playbooks or what?

We are working on a program that would nudge new users to complete our certification courses in CE. I’ve created a query that will check their status and show them a PX engagement. Our goal is that we would like to send them a second nudge via email N days later if they have still not completed their certification. I added a delay step followed by an evaluate step that includes Course Name and Course Completion. My question is: Will this evaluate step look at the live data after the 30 days (so picking up if they completed the course in that time) or will it evaluate using the same criteria the user was qualified with in the first step? I don’t know if I need to do a second JO for the email so it evaluates every after N days.   

I’m working on an unpublished program, and have added a new calculated field that I wanted to test but remembered after creating it that it cannot be used in variant filtering, ok no problem. Delete the calculated field. Then, every single action in the program had an error icon. Even wait steps. Even steps that had no connection to that field at all. In fact, none of the steps referred to that field. This program has 35 actions. THIRTY FIVE steps that need to be reviewed just to hit ‘Save’. It’s exhausting. 

Our team is excited about the new Attachment functionality in the 360 views, but they’re reporting a ton of spam in the auto-logged attachments from Timeline. This stems from attachments from email signatures adding a ton of noise / spam to their attachment lists. Is there any way to prevent certain attachments from showing in the Attachment tab of the 360 views? 

Our support team has recently migrated to using Jira Service Management for handling support ticket. To continue offering a view into support tickets for our CSMs, I have set up a connection to our Jira instance and I’m now able to pull all tickets from the Support project.However, I’m currently struggling to link the tickets to the appropriate Company/Relationship in Gainsight. In Jira, tickets are linked Organizations, which would map to our Relationships. The only potentially related field I find on the Incident and Project objects in Gainsight seems to be fields.reporter.accountId but I cannot see the long hashes I get from that field on the Organization page (let alone produce a list of Organizations with their related accountID).Has anyone else synced Jira support tickets to Gainsight? If so, how are you linking tickets to the appropriate Company or Relationship?

I would like the ability to use Gainsight notifications for our own alerts, things that don’t need to be a full CTA but more of an FYI. This would held keep cockpit clear for things that require action/tracking but ensure we keep our CSMs up to date with key things happening on their accounts.  

 📊 Unlocking Customer Success with Gainsight’s Success Plan feature: In the recent webinar Optimize ROI with Gainsight: Success Plans we focused on how Success Plans help Customer Success teams capture customer goals, track progress, and demonstrate value.We deep dive into addressing common challenges—such as inconsistent tracking of customer objectives and the difficulty of proving ROI—and showed how a structured, programmatic approach can turn these challenges into opportunities for stronger customer relationships and improved retention. We highlighted different plan types—such as onboarding, account, and ROI success plans—and demonstrated how these can be customized to meet specific business needs. Sharing capabilities were also covered, showing how Success Plans can be aligned internally and externally for greater transparency and collaboration.🚀 Driving ROI Using Success Plans:Success Plans in Gainsight provide a structured way to capture and align on customer goals, track progr

Is it possible to have a survey link that is tied to the company record but be a link/survey they can share to an unknown extended audience so the results come back as anonymous, but we still know what company it relates to. Our use case: We have partners that deliver projects to end customers and we would like to have a CSAT survey link we can share with the partner that they could then send to the end customer as part of our Partner Certification Program. 

what is the best way to change a type on a CTA after it is created?  We have some CSMs who created some with the wrong type and do  not want to lose their work but need it to reflect the right type for reporting purposes?

I am working on putting together a Gainsight program to send messages to a large group of customers. At my organization, a group of a few hundred of customers are assigned a dedicated CSM. I am hoping to find a way to pull in the email address of the named account rep when applicable and cc them in the email program. Is this possible in GS and if so how would I go about doing this?

Hello!!I have recently moved into a lead role for our Pooled Customer Success Management team and hoping there may be some seasoned pros here who would be open to chatting. I want to better understand how pooled/digital success teams are operating and what tools/softwares they use alongside gainsight to be successful. Have people had success with specialized roles within the team or has this been tougher to scale. Any advice you can offer is welcomed and any cautionary tales to help avoid wasting time if it will not work. Looking forward to connecting with people :)  Thank you!

Yesterday, August 28th, we hosted an insightful webinar, Day In the Life of a Gainsight CSM: Workflows, Insights & AI That Help CSMs Scale Smarter.The goal was to showcase how Gainsight helps CSMs:Start the day strong with a personalized Gainsight Home dashboard and actionable cockpit views Prioritize accounts with AI-powered health score signals and Staircase AI relationship insights Get up to speed quickly with contextual customer data using Cheat Sheets and Timeline summaries Drive proactive engagement with AI-generated follow-up suggestions and Success Plan tracking Streamline task execution with custom Cockpit views and CoPilot-powered touch pointsFeatures We Reviewed:Starting My Day GS Home Write with AI Group Send CoPilot Prioritization & Preparation AI Cheat Sheet Staircase.AI Health Score Timeline Follow Up Tasks & Action Items AI Follow Up Cockpit - Custom Views CTAs & Playbooks Success Plans Spaces In case you would like to go back and watch the r

At mentioning users in slack can be accomplished by creating a Slack workflow and using Gainsight external actions to push relevant details to the webhook. Ensure that you have a Slack connector set up first, then create a workflow in Slack.Initiate the workflow with a webhook. Include all of the necessary variables that will be fed by the external action in Gainsight. Send a message to a personOne of the action types is to send to a person. In this action we can send a direct message to a single individual using their email address or their User Id as an identifier. The message appears as from the workflow itself.Slack action builder Send a message to a channelWe also have the option to send a message into a specified channel either via a token, or to a hard coded channel. It’s also possible in this format to at mention a specific user or multiple users.Message in slack from the workflow  External Action in GainsightOn the Gainsight side, we use the webhook address and the payload fro

Apologies in advance for the essay, but this is just one issue I’ve had using functions in Data Designer caused by lack of clarity in the documentation.I am adding a formula field to a data design to convert a string field to a date field. The string field contains only dates written in the format “YYYY-MM-DD”. I am attempting to use the “To Date” function to change the data type. The documentation has only the following information on this function:“To Date: This parameter returns any string data type field or value containing date into the Date format provided by the user.Note: If the date format is not provided, the default value considered is yyyy-MM-dd.”What the documentation does not explain is how this should actually be entered into the function as it appears in data designer. I enter the name of the field I wish to convert then it prompts for “Format of Date” - it looks like I should have options to select but there’s nothing there. See below:I entered “dd-mm-yyyy” here (which

Hey there! Does anyone have any product utilization dashboards for CS?  I just wanted to get a couple ideas visually if anyone has something:) Thanks!

When you run a Customer Success Operations function, feedback from end users isn’t noise—it’s fuel that keeps your systems credible and useful. The challenge is gathering the feedback, managing the inquiries, and responding in ways that build trust instead of frustration.When you launch Gainsight CS—or when adoption surges after a relaunch—feedback can pour in like a flood. It’s easy to feel swept away. Your challenge: ride the wave instead of being pulled under by the flood. Not all feedback is equal. Segmenting it helps you respond effectively and deliver new solutions at scale. I’ve found it useful to borrow segmentation ideas from our Customer Success peers.In partnership with the Gainsight Education Team, we’ve built a compact Job Aid (attached to this post as a PDF) that segments feedback into three categories. For each, we outline channels, response times, and teams to involve.How-To questions Break/Fix issues Enhancement requests The impact of working with these rhythms in your

I know that SuccessPlan is not currently an object that can be edited inline in reports, but are there any plans to add it in the future?Also, is there a way to easily edit SuccessPlan custom fields on multiple records?I have another question regarding inline editing.The URL below lists "Low-volume custom objects" as objects that can be edited inline in reports, but what kind of objects are they specifically defining?＜Official URL＞https://support.gainsight.com/gainsight_nxt/Reports_and_Dashboards/User_Guides/01_Create_and_Share_Reports#:~:text=Enable%20Inline%20Editing,-To%20enable%20inline&text=editing%20in%20Reports%3A-,Navigate%20to%20Insights%20%3E%20Reports.,the%20Enable%20Inline%20Editing%20toggle