Discuss Gainsight Products

Hi There!I need to build a dashboard that looks similar to this, reporting on Success Plans by CSM, Success Plan by Client Management Segment & Progress by CSM: I have started by reporting on the Success Plan object, which has given me all the info except the Progress.   I am not totally sure where that field would live…Also, how would I then take that data and create the charts above?  Thank you!!!!

We are looking to capture current and previous CSM, as well as the date of current CSM Assignment. What is the most efficient way to do this? I saw posts about potentially leveraging an MDA object to track field history, but was curious if there’s another way, as this is very burdensome. 

This feels so tiny but is there a plan to include a “recently used emoji” option in the post editor? Emojis are awesome and the endless scroll and lack of search in InSided is a little painful. 😫

Is there a way to “pin” important information about a customer on the timeline and we could edit?  This would allow anyone internally looking at the information and may be stepping in to help a customer have this information called out as “important”.  For example, this customer only makes the decisions on what product will be used, she does not use or implement the product. Conversations are around product performance and retention (reports/data).

Hi, there are a lot of hidden Phrases, that need to be added manually. One text, i couldn’t find the Phrase for, is the description text in the Login Button with SAML2. Does anyone know, which Phrase we have to add to be able to edit it for our German community? Thank you!

Hi There!I want to build a report around Success Plans and how many are in progress.What object would I report on to see this by Account/CSM?Thanks!   

Has anyone had success locating an ‘on-demand’ translation service for engagements? Our company utilizes a service, but they have a rather high minimum content requirement for translations, and the engagements we create don’t come near that minimum.I considered Google translate, but we’ve received complaints about the quality of the translated content. Additionally, the manual effort to translate content across at least 16 languages would be too time-consuming, even though the content itself is relatively short.

Hi Team, Are there any other options to export data from Gainsight in file format apart from JO or S3 bucket?  Thanks,Harika

Does Gainsight have any recommendations/best practices to share regarding the use of COLORS in Reports, Dashboards, Gainsight Home, etc?  I see an article for Gainsight PX but I’m not finding anything for Gainsight CS in Support Center.Thanks!JJ

We would like to be able to create reports that can distinguish whether the value of an overall health score is due to the use of an exception or just due to the calculated score based on the weights of the measures. At this time, all of our measures are automated via the rules engine, but our CSM's use exceptions to flag at-risk accounts they are alerted to via person-to-person interactions regardless of whether or not the account looks healthy 'on paper' based on the score calculated from the automated measures. We would handle an exception risk differently than a calculated risk, and we would like to be able to report on these differences as well as fire CTA's to managers based on exception risks. Since the C360 view of the scorecard 2.0 denotes when an exception is being used or not, I was hoping this would be a reportable field, but sadly, it is not. Would love to see this make the roadmap!

I’m looking to add a quiz (can be in the form of a multi-question poll) to a topic -- the idea is that people will read an eBook that we post inside the topic, take the ‘quiz’, and if they pass we award them a badge (something like ‘Retention-Wiz’!). Does anyone have experience with this?  I can’t figure out a way to make this happen with the existing poll function and i also don’t see a possibility to automate a badge with something like this.  We use another software internally called ex.co to add quizzes and polls to our blog posts so thinking we might be able to embed something inside a topic.  Please let me know if anyone has insights, thanks! 

We would like to have a possibility to curate comments and replies for some of the articles. can we selectively apply this feature? Is there such a feature for Insided?

Can I look at the number of posts and replies by segment or user role type. For example, I want to look atnon-employees who have asked questions and gotten answers?  non-employees who have asked questions and gotten answers from non-employees can I do 1 and 2 for Questions and/or ConversationsThank you.@Wilder-Clari 

Hello Leaders in Customer Success, Gainsight's C/R360 feature is a customer 360-degree view that provides a comprehensive understanding of a customer's interactions, behaviour, and sentiment with your organisation.Here is why the feature really matters and excites the CS leaders: Single Source of TruthC/R360 provides a single source of truth for all customer-related information, including customer history, feedback, health score, etc which helps make data-driven decisions and take actions to improve the customer experience. Holistic Customer Vie

I just attempted to create a CTA using Rules Horizon with a link to the SFDC Opportunity object, something we frequently do in Bionic Rules.  I was unable to select the Opportunity ID as an Attribute, the page just said No Data Available.  Then, when I ran the rule manually, I received and email it was successful, but no CTA was generated and the Execution History showed a Failure symbol with a red triangle.  It was impossible to find an actual failure or error message.  I hope these bugs will be fixed prior to GA.  Let me know if I should create a ticket for Support, I am never sure when a feature is still in Beta.  Thanks! 

Is there any way to ensure the same font (not a fallback) is used in all of our engagements? Should we be adding the font into the CSS for the guide in some way? Roboto (our chosen font) seems to show in some products but not all.

Hello GS Community,Could you let us know why we would receive an error when using the BCC email address that it is sending certain professors emails to drafts?  Do we have our set up wrong?  Should it be set to company or relationship?  

Hi Team.The report builder in Gainsight Product has been revamped and upgraded to Horizon, the backend exporting team at Gainsight has modified the config of sending reports as CSVs to EXCEL. The reason for this modification is to make it user-friendly and also with Excel the capacity of exporting the number of records is increased to 1 LAKH record. To reiterate, It is expected behavior that when we export/share a report as an attachment from a JO Program, then the report will be shared as EXCEL format sheet.

 One of the most common uses of PX data in CS is to configure a Product Adoption scorecard. This scorecard measure can give a quick snapshot into how actively and effectively a customer is using your product. Use this measure to roll up into a larger overall customer health score in order to get a holistic understanding of the health of a customer.  🏅 Product Adoption Scorecard MeasureIt is easy to get “in the weeds,” 🌱 so to speak, when considering what healthy adoption looks like for each customer type. The intention of this post is to provide a simple approach to conceptualizing product health. Product Adoption Scorecard Measure = 🏃‍♂️User Activity + 🎯 Feature Usage  🏃‍♂️User Activity To be considered healthy, how often should an end user be engaging with your platform? With telemetry data gathered from PX, we can track how actively engaged a user is and use this insight to contribute to the product

If you have limited to no access to your customers usage data of your product, how are you using Gainsight to manage your customer base and provide guidance to your CSMs where to focus and prioritize their time? What CTAs are you firing?What JOs are active?What surveys are you sending?What timeline entries are required?What health measures have you configured and are any editable by the CSM?

We mainly use the Salesforce connector to ingest new Company records, however, we have a new subsidiary that is not yet in Salesforce, so I need to add via CSV. In #3, when IO click Add Record, there is no option to Upload CSV File.Navigate to Administration > Data Management. Click the name of the required object and click the Data tab.  Click Add Record and select Upload CSV file.  In case of high volume custom objects, click Add Record via CSV.  In the Add Record via CSV file slide-out panel, you can either drag and drop the file, or click browse to select the required file from your computer. The maximum permissible file size is 1 MB. Note: Gainsight recommends that you first download the Sample CSV f

No search capability for the fields if we enable pivot or row grouping in the report. Could you please help us on the enhancement request at the earliest? 

We have been discussing formats for opening posts within the Community Team here at Gainsight.We are trying to converge on a model for posting that encourages successful posting from extended internal teams and thus increase engagement.Is it a direct question type post? - Maybe limiting the scope of responses is it too open ended? - sometimes a little bit of boundaries will help an idea come to mind for a reader, and make someone feel that their reply is "right" or useful. What length of post works best? Short vs long - long posts on community tend to be seen a resource based post almost Blog like. A short post gives space for conversations to lengthen and continue the discussion.So opening up here for discussion...Do you have a specific format/formula for conversational topics 🗣️ ?➕ Bonus points if you have examples 😁

Hi all, I am playing with Journey Orchestrator and Mapped fields for the Conditional Wait.It seems that the field Role from the CompanyPerson object doesn’t return proper results, in any of the tests I’ve done.I am trying to e-mail only the users that have Admin role, but in the preview they all look as non-admins  or all admins. Tests done:I mapped the field Role in the 3rd and 4th step of Participants, both using the Custom Field Mapping and Calculated Fields options.  I tried to map the Role field as String and even as Picklist. In the Condition query (Conditional Wait step) I tried with EQUALS Admin, CONTAINS Admin, with capital or small letters, used the word “admin” and the GSID that matched the dropdown row.None of these things work properly.If I change the query to something simpler like “Name = Ester” everyt

Hello There!As a CS leader, you understand the importance of keeping your team in sync with their clients' needs and expectations. One way to achieve this is by ensuring that all communication with the client is documented and easily accessible.Gainsight's Journey Orchestrator feature now makes this even easier by logging emails sent through the platform into the timeline as an activity.But the real question is why exactly do we need to have emails logged to the timeline and how is this really helping? Here are key highlights on why this feature really excites and makes sense for the CS leaders: