Discuss Gainsight Products

Hey, curious if anyone knows the character limit for comments when answering a survey question?

 [Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]To review the data source of your Power Lists, you can simply download the snapshot (in Excel format) by navigating to Administration > Config Snapshot. In the exported spreadsheet, you will see all of the details of the Power List, including Source Objects.  For more information on reviewing Power List Data, see this article. 

Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]In order to ensure your Scorecard measures display in Red, Yellow, Green (RYG), make sure Scorecards is the first filter. Adding the Scorecards filter in another position might create measures that display in different color combinations other than RYG.  For some constructs in Gainsight (such as CTA types) there are reporting colors that are more broad than just (RYG). For example, when adding different measure filters (or changing the order in which they are applied), you could end up with Red, Purple, Pink, Blue as shown below: For more information on Scorecards, see this article. For more information on Reporting, see this article.

As Salesforce moves more and more towards the Lightning Experience UI (away from Salesforce Classic), it’s helpful to understand a few navigational changes. Most of the navigation under the blue Gainsight banner in Lightning Experience should look very similar to the Classic view. The navigation of tabs and menus above the banner have all been updated. Switching Between Classic and Lightning Users shouldn't need to toggle between the Classic and Lightning modes in SFDC, but for informational purposes, we're still sharing the following instructions. If your organization has enabled the Lightning Experience, users can switch back to the Classic mode by navigating to the Switcher. In Salesforce Classic, click your name in the upper right corner, and select Switch to Lightning Experience from the menu.Navigate to the Switcher from Salesforce ClassicIn Lightning Experience, click your profile picture in the upper right corner, and select Switch to Salesforce Classic from the menu.In Salesfo

Hello, Apparently the Timeline is limited to maximum 10 activity types (of which 4 are predefined and mandatory: Update, Call, Email, Meeting). Is there a reason for this limitation because it doesn't seem to make sense. Our CSMs are loving the Timeline and it's such a shame that we can't add more than 12 different activity types. Thanks.

Would be a lot quicker if I could click a button when viewing an account which opened the same account in GS

Greetings from Gainsight!Gainsight welcomes you to join the beta program for "Email to Timeline," one of our most awaited features. Be the first one to use this feature and help us make it even better! Email to Timeline will be launched soon in beta mode, and your valuable experience and feedback will help us make this feature more useful and delightful.Many of our customers have already signed up for this program, and this is the final call to enroll in the beta. We plan to freeze the nominations by 21st Nov. Please leave a message in the comment section below if you want to join this program.We will post the following details soon:- How to enable this in your Org- How to use this feature- What are the limitationsIf you volunteer for this program, your Gainsight Administrator will soon receive a communication email containing the details about the next steps.                             Looking forward to seeing your active participation!!                                             

Gainsight's November release is live in Sandbox orgs now, and will be available in Production orgs which take automatic upgrades on Nov. 13. This release contains a variety of enhancements as described in our draft release notes. (Final published release notes will be available 11/13.)   Highlights include: - Ability to add tabular inline reports to Program emails, as well as add larger reports as CSV file attachments to emails - Schedule the exact date and time you want to publish Programs to send emails - Add Bulk Person records with a CSV file instead of manually to make it easier to share dashboards and the Shared 360  - For customers using Relationships, you can display the Person Section in the R360 to see all the contact's info and company associations - New Case Expression formula field in Bionic Rules allows you to categorize customer data and load it to a custom output field - Download the list of failed Timeline activities for SFDC sync, and sync Timeline

Working with a customer we found that there is an inconsistency in the product. This is working as designed but is very confusing. In my demo I have a dummy account and they have 6 entries but only 4 reporting category types (meeting, call, update, email) When I pull a report on Activity Timeline I get 6 results as expected and they all show, I can also filter for email and get the two results as expected. However, when you have a scorecard mass edit report and try to do the same you get a different result. As you can see we are filtering for the "call" reporting category and it shows 3 accounts. Two of those show "email" as the reporting category. I know this is expected per the talks I have had with internal sources because its pulling accounts that HAVE at least one entry with that reporting category. However, this is not consistent with normal reporting nor documented anywhere. I would like to either add this to documentation or make the filtering on mass edit the same as

When adding the Comments to a Mass Edit report through the Chart Options from the gear icon, my customer would like the ability to change the field description for each measure's comment. Instead of "Comment" they want "[Measure] Comment". They would like this so they can export the file and change the ordering of the columns without getting confused.

Well... what else could we say? Needless to mention, we were very pleased to see so many of you coming over to our event, joining inSpiring discussions and learning about our plans for the future. Once again a big THANK YOU for joining, we hope that you found it as entertaining and inspiring as we did! Your feedback As some of you noticed already, we are sending you some questions to evaluate your experience of the event. Would be really cool for us to understand better which things you really liked, and what you missed / would like to see improved for the next time around. Thanks already for sharing your feedback with us! In case you missed it Don't worry, we've got your back! You can still watch back the entire company & product update here: Link to the recording World Cafe recaps In the course of the next few days, we will also publish the recaps from our World Cafe. This way it stays documented here and you will always be able to read it back. Some impressions Of course we

Hi all, It's probably a very weird question, but I find the exports very confusing on the platform as, even though I select a time frame, I only get incremental data, like for example the "total views" or "total comments". While I understand it can be good to know the numbers of views or comment on a specific topic since its creation, I would also like to know how many views and comments a topic received in a specific timeframe, like during a month for example. Is there a way to get this kind of info from the exporting tool, or any other tool on the platform? Many thanks in advance for your help.

Hey guys I have been talking to a customer who would like it to be possible to make 'date aggregation type' a filter in the global dashboard. i.e. take a daily MDA and aggregate by day, week, or month by selecting from the filter. They would need to view customer's product usage on varying levels of granularity because the variation over different time frames is going to be important when compared to another MDA table, aggregation over time frames is critical for self-service data provisioning.

We have users who have a Gainsight Limited License. We can grant them access to Preview Surveys. However, they cannot actually see the survey responses for an account. This is an issue because the information can be important for the Limited License User to see.

As the title suggests, is it possible to leverage the API with any third party code to export reports or perform other functions?

[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!] Question: Can we upload an email distribution list to send emails without including the SFDC contact IDs? Our list is coming from our LMS and we don’t have SFDC contact information there. When uploading an email distribution list to send out emails via Programs in Journey Orchestrator, Contact ID is not a required field. There are only two required fields: Email and Account ID. When using Programs, the distribution list can be uploaded as a CSV to create a Participant list without having to include Contact ID’s.            You can also use the email distribution list to create a Power List because the requirement is either a Contact ID(Salesforce) or Email field. This article provides information on how to create a Power List from an existing CSV.   For more information on Journey Orchestrator > Power Lists

Hi All, We are considering shifting from a color-based scorecard to a numbered scale. I am trying to figure out if a measure can be directly linked to another field so the number on the measure equates whatever the field's value is. In our instance, we track usage as a percentage. Say if a customer had 80% usage, we would like the usage measure to show 80 (green). Currently, we are populating this measure through a rule with 3 different buckets defining the green, yellow and red labels. Would really appreciate insight if someone has managed to do this successfully!

Good day! Please help :) It's necessary to export to Excel a list of topics and the number of comments. Please help me figure out how to do this.

I have a use case to treat nulls as zero on a calculated field in MDA.  It's simply A-B=C and in 25% of cases B is null.  In those cases I would like to end up with C=A but there doesn't seem to be an option to treat null as zero in MDA calculated fields.  Is this feature on a roadmap by any chance? It's also worth mentioning in this data set the nulls in B need to stay null for downstream logic.

I happen to notice something as I'm updating our old Custom rules to Bionic rules. I have included my email in the 'on failure' in the schedule for a rule created today but the analyzer says none has been configured. I like that it mentions it hasn't failed in the last 7 days but could it check for the email before then? I.e. a new rule that runs daily and someone doesn't add their email for failure, it can be failing for a week before anyone notices. Not sure what the total expectation is or maybe this could be converted to an idea. Thanks!

Hi all, i'm hopping other CM's can help me :) I want to submit a idea about making the login process easier, but i just don't know what would help. I only know i would really benefit from it. The problem: I notice that making an account or logging in is a big barrier for a lot of people. I get complains very often. And see that often other programs work better if i want a specific reaction from people. For example: I asked via e-mail to a bunch of customers if they want to write a review in a certain topic about one of our products. A lot of people clicked on the link in de email to go to the topic to write a review. But less than 10% wrote the review. I also tried it with a direct link to a online survey, this worked way better. So i think logging in is to difficult. (I don't want this, because then other customers can't read te reviews) ( We have login via SSO and e-mail) Does anybody have a idea to improve the login process?

Hello, Unless im mistaken I cannot rename the 'Gainsight' tab to 'Dashboards' or something equivalent? 'Gainsight' Seems an awkward and not suitable naming convention for a very particular tab which has a very particular function and explaining where to find Dashboards to new users is a bit awkward ("find the Gainsight app and then click on the Gainsight tab when you're in Gainsight") Could this be changed either by default or through Customisation? Perhaps Dash or GS Dash if it needs to be GS specific? Anything but Gainsight! Cheers, Faelan

I have an interesting conundrum that I wanted to put out to a wider group. We have a large customer base made up of mid to enterprise level customers that a large portion of which are running older versions of product that are losing their value slowly as the market shifts. To compound the issue, the newer product is not the market leader. We are seeing high churn rates in the old product and having trouble moving customers up to the new product. The bigger issue in this case is who owns the movement of these customers? Is it sales or is it CS? A quick example to illustrate the point: Customer spends $1.5M ACV on us and comes up for renewal. CS drive the initial interest in the new product. The customer comes back and says they are interested only if we swap out the new product for the old at no additional cost. From an incentive perspective in this case, sales has no incentive because there is no growth on the contract which they get paid. They do get comp based on the valu

Does anyone have a workaround for this bug? I am trying to create a record on a custom object by using the Add button on the C360 related list. This is the error I am receiving. I assume the code is looking for a field called AccountId, but since it's a custom object, this field does not exist. Any workaround or thoughts? Here is the error message “No access to field AccountId. Either the field was removed from the entity or access to this field was removed.”

Feedback from Jeff Kirkpatrick: With the Scorecard UI Enhancements in this release, the Scorecard Measure names are getting truncated in the C360 view where they were not before: 5.17: 5.20: Both of those are at 100% zoom resolution in Chrome.