Discuss Gainsight Products

Many customers are using Gainsight as one of the email systems for reaching out to their customers. Their marketing team can be using Marketo and their Sales ops team may be using a CRM such as Salesforce to email contacts. A recipient, technically can opt out of Gainsight but how can we bring that information from Gainsight onto other systems such as Salesforce. How can we ensure that Gainsight unsubscribed data is shared among these systems to make you GDPR compliant? The solution is quite simple actually: The Email Log object has a field called unsubscribed. All you have to do is create a rule that looks at the contacts that have unsubscribed marked as true and push that data back to the contact in Salesforce or wherever your single sytem of record exists:  https://share.getcloudapp.com/04ugnPqb That’s it!

We have our users adding timeline entries through a CTA where they often add attachments. That is, they have an open CTA. They click on the CTA where they then select “Timeline” and add a timeline entry. As they add this timeline entry they often add attachments (documents, excels, etc). We then have an API that updates the object and task fields, like status, type, reason, priority from the CTA as well as fields from the timeline like activity date and activity type to a different system. We’d like a way to send the files or at least create a url back to the file as well. Is this possible? 

Hi All,My team is preparing to launch an NPS survey.The participants list we’re using is from our Marketing team (using Marketo, if that matters).  This list includes opt-outs that are not Gainsight related - they opted out of various marketing emails that may have been sent by the company. These customers have never had the chance to participate in any of our Customer Success surveys.Does anyone know of a way we might be able to opt them back in for this type of thing, so that we might give them a chance to respond to us?Thanks for any help you can offer.

Looking for some advice and guidance on shifting from 1 relationship type to multiple relationship types.Currently our instance is set up with 1 relationship type of Product with 7 relationships tied to it. However, we are considering moving those multiple relationships up to the Type level. So instead of only Product, we would also have MTG, IES, COML, PARTNER, etc. Has anyone done this or have any helpful guidance on how to do this successfully?We are interested in shifting because of the the diversity of the processes among the teams that use Gainsight and would like a unique page layout for the CTAs for each of these teams. 

Our CSMs often have to create and edit Salesforce opportunities at our organisation to reflect ad-hoc work required by our clients. This is mainly just Close Dates and a few other custom fields which we use for the commercials. Our Professional Services team use these Opportunities to plan resource against these pieces of work.I’ve recently enable the Salesforce Sync for CSQLs, which allows us to create new Opportunities and amend existing ones - which is fantastic.However, I want to know if there’s a way of using CSQL to update Opportunity Lineitems in Salesforce, as this is where we capture the effort required/daily rates, which is also essential to allow our Finance Team to invoice correctly. So, for example, an idea scenario for us would look like this:Customer requests new piece of work via the CSM CSM raises an Opportunity on Gainsight using CSQL CSM inputs the effort required and daily rate in CSQL CSM updates the Opportunity via CSQL from beginning to closure Professional Servi

I have a very basic question. Can someone help me here pls? How does the username gets assigned to members?

Well, Hello… This looks new.Apart from pulling in Content results per my Topic title… now Suggested keyword tags, LinkedIn style! ⌨️ 

Hi everyone!I need to send an email chain today. The first email is intended to be sent today, 7/27 at 11am PST, second email will go out tuesday 8/1, and the third email will go out 8/10What should be the wait timer between each one?Is this okay?  5 days and then 9 days? or should I count since the first email and sum it? like 5 days and then 14 days?Thanks!

I’m curious who is using (or thinking about using) SMS or text messages as part of your communication strategy. For those who have taken the leap…What are you learning? What are you observing in terms of how often the messages are read, and how much impact they have? How did you configure this via automation? What security or privacy considerations did you weigh? What additional advice or best practice insight do you have?

Hello,Is there an easy way to transfer one CSM’s portfolio to another CSM?Someone in our team is leaving, so her portfolio is being transferred to a new starter, but there are 900+ accounts in her name, so doing this manually is not feasible.  How can I do this in bulk? It isn’t particularly made very clear. Thank you!

The ability to dynamically assign CTA owner as Task owner when creating a Playbook also seems to have been removed with the recent “Horizoning”Here is how you could configure the Task owner before:And in the new UI the same task shows “No Value”, and doesn’t allow selecting the same: This was a very clever and clean feature, is there a reason why it was removed?

We have this same issue, for some reason there are no margins on the left side. This occurs least with iOS, I dont have any other devices to test.  

Hi, I found this post which was super helpful  However, I am trying to see once the moderator pushes the topic to Zendesk, does it automatically connect the user profile to their account or will support need to manually connect it in Zendesk?Backstory, I am trying to put together a support team workflow plan for my team when tickets are pushed to Zendesk using the ticket integration from community posts. 

Is it possible to have standard fields from the Activity Timeline on the new C360 layout Summary page similar to how we can currently use fields from the Company object?

Thank you everyone who attended our PX Office Hours on Identifying Potential Churn Customers!   For those who were not able to make it, here are some follow-up resources: Identifying Potential Churn Customers - Deck Call recording We look forward to seeing you in future office hours!  

Hi! 👋 Is it possible to edit the color of the Answer phrase highlighted below? My goal is to make this image more accessible for our community members. The current design contrast fails on all levels for white text on that specific green.Any recommendations for how to edit and make this more accessible?​​​​  

I opened ticket 267104 for the issue for end users seeing the Horizon Email interface when trying to send /edit emails from Gainsight Assist in Cockpit.  The first reports I have of this were 8/4/23, several days after the most recent release.  And I reviewed the release notes and did not see anything about this change. Is this just our org?  Has anyone else created a ticket and reported this to support?  

I feel like many posts throughout the community have shown a significant interest in having a ‘query library’ in that you could create datasets in a single location and then reference them throughout the platform. This has been highlighted as a need in Program development, having to create all Queries in Rules Engine for troubleshooting, and then building a second time in Programs (which has since been solved for with execution history but it’s duplicative if an existing Rule is exactly what is needed in a Program). It’s been highlighted as a need within Programs and the ability to duplicate a query as a second participant source within a program. It’s been highlighted as a need for reporting.    Data Designer -sort of- solves for this - but it’s not in replacement of, it’s in addition to. And now we have Segments. So you can reference Data Spaces, Rules Engine, Data Designs, Query Builder, and Segments. For Programs, data designer present the issue of the design refreshing indepe

Hello,Is there a way to backup all settings and content set in Control?It would be great if there was a file(s) that could be exported from control to backup all settings and content in there. This would be to allow version control and always having a backup to reload should any inadvertent changes be made to any customised setting, script or content.Possibly something that should be posted as an idea?My current plan is to capture everything manually.Looking forward to hearing any suggestions or solutions for this.Thanks!

Hi Community! We currently use utm links with Google Analytics to measure where users find out about the Community and links from any events we hold (i.e webinars, email campaigns, resources articles etc).Community sits under the CS umbrella in our organization and I have been tasked with measuring how many registrations come from each functional area. Previously I have been using utm links with GA (as I understand it there is a limitation in how long they keep the data to reference). So far the utm links have not been adopted by all teams but we’d really like one unifying efficient way to measure where the registration referral came from.Is anyone using tracking methods other than Google Analytics to achieve something like this?

Hi there community builders!As we approach the end of 2022 and the 7 month anniversary of our community launch, I’m diving deep on our self-service metrics in collaboration with our Customer Support leadership. I understand that what success looks like is going to differ significantly from community to community. But I’m hoping to zero in on some sort of benchmark we can aim towards for our self-service score in 2023. Is anyone else who’s running a B2B Saas community willing to share theirs as well as how long you’ve been live and any projects / programs you feel have been instrumental to making progress on this metric? For reference - we started at 0.1 back in July and were at 0.16 in November. 

Hi, our enablement organization is rolling out Credly digital badging for our certifications.  Is there any way to post a badge with metadata included (hyperlink back to a Credly profile) or just the static visual?Has anyone else done anything with open badging standards?I can provide more details if that would help. Our certification events aren’t super-dynamic so we aren’t looking for a full integration at this stage.  Thanks!

Hi Team,It does not appear that the definition of “Default Value” on a URL field is correct in Horizon Rules. When hovering over default value (in the action step) it states: “The default value will be used if the incoming field is not present or invalid.” However I had a customer who was trying to pass URL values in this rule, and it only changed URL values to the default value when the incoming value was null. There were 2 records which came in with invalid URL’s (not null) and they were rejected completely, causing the rule to run Partially Successful.  It would seem as it currently stands the definition of Default Value should be: “The default value will be used if the incoming field is not present.” (NOT Invalid). Has anyone else experienced this? Is there something I am missing? 

In my last post, I discussed how to handle usage data and the large volume of data it entails. In this post I’ll walk through how and why to split an object if it has grown too large.Typically when we think about large objects we think about them having too many rows. A less common scenario is having many rows and also many columns. Having a very wide table can make reporting on that object slower than it would be based on the high number of rows alone.One solution in this scenario is to split the object into two.  When is this necessary?If an object gets too large, you may see that:Rules are timing out and thus failing. (Note that this could be due to an issue with a rule, not the volume of the object) Reporting is slow or times out.What is the goal?The goal is to break up an object into two separate objects. You can split up an object by rows or by columns.Why split an object by rows?You have a high number of rows, and the rows can be logically dividedORYour object contains a subset