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7746 Topics
daniel.boon
daniel.boonHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How can I set up a report to see a rolling average of weekly active users?

Hi community I’m trying to set up a report on our Mixpanel product usage data in Gainsight. I’d like to track weekly active users on a daily interval (defined as distinct users who visited our product’s back-office environment in the last 7 days).^ We have that event coming into Gainsight from Mixpanel for that, along with the user ID, so the data is there in principle. However, I can’t work out how to adjust the report to count distinct users where this event was recorded in the past 7 days, as opposed to simply seeing the days on which there were active users.I’m still a bit new to Gainsight, so I’m curious to know whether this is something I can achieve directly within reporting (e.g. maybe with a formula field?), or if we’ll need to set up something in the rules engine to track weekly active users on a company level or something along those lines.

2990
daniel.boon
4 years ago
H
hunter.murphyContributor ⭐️
asked in Customer Success (CS)
Reporting on a subset of specific account IDs

Our programs team runs monthly adoption campaigns that target specific accounts. We pull in unique account Org IDs via the SFDC integration and then use those org IDs to generate our target list for each campaign.    Is it possible to pull a report that only shows a specific set of accounts based on the unique Org ID value?    For example, I’d like to show health score for only the 100 targeted accounts in a dashboard.

530
sai_ram
4 years ago
christopher_sanderson
christopher_sandersonHelper ⭐️⭐️
published in Product Experience (PX)
Can you launch an engagement based on a link in an email?

You sure can! I want to share the process and some best practices to follow as your consider expanding your success toolset with this powerful idea.First, within audience logic of an engagement, you may have noticed the option for ‘Query Parameters’. This is an element of a URL and typically helps to pass certain information from page to page. However, we can also hijack it to tell PX that the user signing in needs to be treated differently. Using PX as an example, if I wanted to push a guide to a customer based on an email I sent them, the clickable link would be something like "https://app.aptrinsic.com/dashboard?refer=email". The parameter 'refer' and value 'email' do not mean anything to the system, so it ignores them. However, the PX Engagement rules will read the value and execute the guide engagement showing the new feature I meantioned in my original email.   There are some things to keep in mind while doing this:Your app must support ‘deep links’ Your app cannot scrub the URL

2460
harshibanka
4 years ago
P
patrickduffyexpelContributor ⭐️⭐️
asked in Product Experience (PX)
Exporting trending user/account data?

This seems like a really basic piece of functionality, and maybe I’m missing something here…. Can you see trending utilization data for accounts and users to see how many (in the case of accounts) and when (in the case of both) users have logged into your platform? Seeing a line chart of that for each account in addition to overall would be supremely helpful, and seems like table stakes. 

570
P
4 years ago
andorfuhrer
andorfuhrerHelper ⭐️
asked in Customer Success (CS)
Anyone with a Pool CSM Model??

We are working on some configuration for our current CSM Pool Team Model.  For anyone that has a Pool CSM Model, did you tell your customers that they have a CSM Team that manages them?  Or do you give them the impression they have a point of contact? Thanks in advanced! Andor

1090
darkknight
4 years ago
M
martagwiazdowskaContributor ⭐️
asked in Customer Success (CS)
Templates in the GS gmail plug in

Hi, is there a guideline on how to create templates in the GS gmail plugin ? When I tried to create one on the very top I saw this: “ Email templates without survey token and report tokens are listed below”.  Thank you so much. 

1050
C
4 years ago
sakumar
sakumarHelper ⭐️
published in Customer Success (CS)
Sightline Vault Walkthrough Video

Here is a quick video about Sightline Vault which explains the major components of Sightline Vault.Admins can install solutions from the Sightline Vault to incorporate best practices into their Gainsight instance and reduce the amount of time needed to configure the settings that they need. Learn more...

1170
sai_ram
4 years ago
markglenwalker
markglenwalkerHelper ⭐️
asked in Customer Success (CS)
Adoption Explorer: Last Login

I’ve read and watched documentation on Adoption Explorer, and just want to start small. It says to use the Company Information object to store current snapshots eg: Page views last 30 days, last login. So I want to see if I can use it for Last Login. I’ve read, I’ve watched videos, but still am unable to get any data. It successfully can locate the data (can view it in preview after running), but always says zero records are valid. So I’m guessing it’s related to the criteria - and I noticed for date/time it automatically adds criteria to validate if empty is true. Anyone used it successfully to capture last login? Would appreciate any help!

1120
markglenwalker
4 years ago
dandre
dandreContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Change OpenIDConnect phrase

Hello,Does anyone know the codes to change the text on the SSO login button so it just says “Login” or something else. Our users will have no idea what OpenIDConnect is, I’m surprised this is default.  

920
dandre
4 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Guidance on non-roman languages in email?

Hello - looking for user stories on your use of supporting language support roll out, specifically non-roman character languages (Chinese, Japanese, Korean).Tip and tricks for email assist and journey orchestrator emails? How do you account for character rendering, how do you build your templates? Appreciate any lessons learned as I look to enable our global CSMs.

1430
kelly
4 years ago
hitesh
hiteshContributor ⭐️⭐️
asked in Customer Success (CS)
Report builder drill down option's fields order are getting reset

For MDA data, when we reorder the columns inside the Drill down report, then closes the drill-down view, the changes we made will not "stick" if we open the drill-down view again. It works fine when exported because we are exporting from the same page/pop-up. Is there a way toggle off the will not "stick"? I think it would be very helpful to add the ability to save after organizing the order the fields show up in. The fields show up in a random order as of right now.

940
sierra_evans
4 years ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Export to SFDC - Multi-pick list to large text field

Is it possible to aggregate a multi-pick list in GS to send to SFDC via a rule to populate a large text field? Use case:We want to send a survey response that is multi-pick list with an “other” option to type in freeform answer to SFDC. The field in SFDC is a large text field. The data is dropping off and not populating the field in SFDC. I want to aggregate the options the survey responder selected to one large text to send over

460
andreammelde
4 years ago
J
jerneightContributor ⭐️
asked in Product Experience (PX)
Is something down with PX?

Hi,I recognise it’s the holidays and we’re all operating with reduced staff, but I have a critical issue with Gainsight PX.I’m unable to load any analytics at the moment and therefore unable to report any metrics to my leadership team. Sometimes analytics will load but I can’t find any results for our NPS experiences. I’m frequently presented with “There was an error in loading this page. Reload this page.” Generally, the PX web app is much more sluggish that usual as well.Naturally, I’m concerned our users may also be experiencing issues though this seems unlikely as we’ve had no tickets.What’s going on here and can you help?I would really appreciate it if we skipped the “it’s your internet / machine / you need to empty your cache” stage of the troubleshooting. I’ve already tried all of the Mickey Mouse stuff. Thanks for any support you can provide us with.

1100
sai_ram
4 years ago
shiela_kern
shiela_kernContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Operational and Business Reports for People maps

Hello,What best practice reports does Gainsight recommend from an operational and business standpoint to track documentation within people maps? We are looking for an operational report that will assist in tracking adoption of people maps, for example ensuring that all fields are completed by CSM on launch of people maps, and then ongoingly ensuring CSMs are updating the information in the map on a regular cadence. It would also be helpful to export the areas of documentation details on each card- can this be accomplished?  

1530
sai_ram
4 years ago
brandt
brandtContributor ⭐️⭐️
asked in Customer Success (CS)
How do you make Dashboard components that help CSMs measure their progress to goal, akin to SFDC gauges?

Our CSMs need to stay on top of their upsell and renewal numbers. What ARR is up for renewal this quarter, and how much have they renewed so far? What goals have we set for ourselves for upsell ARR, and how much upsell ARR have we brought in so far? Ideally, we would make a Dashboard component that includes their goal and shows their progress towards it to date—like a SFDC gauge component. Does Gainsight have this ability? If not, has anyone come up with workarounds?

1186
sai_ram
4 years ago
sagan_sherlin
sagan_sherlinHelper ⭐️⭐️
asked in Customer Success (CS)
Rules Engine. Creating a Task for a Date Field x Months Out - Without Including Current Month.

Hello!I’m trying to trigger a CTA to our CSM when they haven’t communicated with their Key Stakeholder in X Time - and depending on the length of time that has passed, there are different playbooks associated with it.Ideally the Rule would be able to identify the following:Key Stakeholder Communicated in within Last 3 Months Key Stakeholder Communicated 4 Months Ago Key Stakeholder Communicated 5 Months Ago Key Stakeholder Communicated 6 Months AgoI used Max Created Date from Activity Timeline where the Key Stakeholder was found - and posted that date to a field on the Account record.  From there I’m trying to get the accounts to match the bullet points above...via the Rules Engine so I can trigger the CTAs.  But while I can get the first one - the others keep including the first bullet point and not just those associated with their time frame.Thoughts?

1510
phani_kumar
4 years ago
A
ana_gHelper ⭐️
posted in Customer Success (CS)
How are you using Embed Pages in your C360?

Hi everyone! This is a feature of the C360 we don’t utilize currently and I’d love to hear some ideas about how we might utilize this more. Thanks! 

2710
A
4 years ago
A
ana_gHelper ⭐️
asked in Customer Success (CS)
Is there a way to include more than 10 fields in the GS widget in Zendesk?

Hi all, we’re using UI Views > Customer 360 to edit what’s available to our support team using the Gainsight widget in Zendesk. They need to be able to see more than 10 fields as appears to be the current limit. Are there any workarounds or custom configurations for this?  

1580
A
4 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Associate Timeline entries with Opportunities?

One of my customers have 100s of Opps associated with their customer. Is there a way to have a 'linked object' mechanism to associate Timeline entries with Opps? Ability to add Timeline entries for a specific Opportunity rather than the customer account. This way the Timeline entries related to that opp becomes reportable and searchable. Note: I know we can add Timeline entries to a CTA that has opportunity as a linked object. This is not the use case descibed above. I also know that Timeline can be accessed by the widget in Opp. This is not the use case descibed above.

2770
heather_hansen
4 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Calculate change in Health Score

We are looking for a way to calculate change in customer health score (overall). My basic research (I am not knowledgable in the area of MDA scorecard options) shows that the "Company" object has a "Current Score" and "Previous Score" value. This would imply that the data exists. What I am looking to do is calculate the differential between these two field values. If it's a non-zero value, then do an action (TBD).  My three questions: Am I looking at the right fields? How would someone calculate this in the nature described? How can I capture both positive and negative values? Thanks everyone!

1950
JaneProcurify
4 years ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
What does the unauthorized page for a survey participant mean?

In a testing program, an internal user received the attached unauthorized page. They have had no issues responding previously. What does this error mean? 

730
bradley
4 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Calculating Boolean Fields in Adoption Explorer

I’m in the beginning stages of setting up Adoption Explorer. One question I have is how to convert some of my date fields to boolean. Our situation, is that we have easy access the last used date for certain features. We want to use those dates to say if the date is within the last 3 months/6 months/year, then checkbox = true for the customer using that feature.I thought I’d be able to do this via a Derived Field and  Case Function, but for date fields I either have to compare to a specific date or another available date field, there is no option for last year, subtract 90 days, etc. Is there another function type that can get me to the end result I’m looking for? Or do I need to have our data team do this calculation prior to bringing in our data?

960
sai_ram
4 years ago
acote
acoteHelper ⭐️
asked in Customer Success (CS)
New Timeline - date/time fields no longer default date

We’ve have some timeline activity types with required start and end date/time fields in order to sync over to SFDC. Previously, the fields used to default a date/time when you created the timeline entry but now users have to scroll through each field (month, date, year, hour, min) to log this - a lot more clicks. I poked around but could find a way on the admin side to set a default. Anyone way to default the date in there?

540
sai_ram
4 years ago
shannon
shannonContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Conditional Wait Question - can I add days to a date?

I am using a date field to determine when to send first email. So 10 days before the date field the first email goes out. Then I want to have a conditional wait that sends reminder after first email is sent but is 5 days past the date field from the first portion. I have tried Date > Last 5 days however it never got picked up. Any ideas? Thank you in advance

610
sai_ram
4 years ago
mandy_major
mandy_majorGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Upcoming Support Holidays - December 2020

Happy holidays from Gainsight Support!! Below are the updated holidays where you may see delayed response times or certain channels of support closed.  Thursday, Dec 24: Live chat disable Phone support disabled Delayed response time on non-urgent issues No change in email & portal ticket submission Staffed 24 hours, but agents only working high severity cases Friday, Dec 25: Closed Monday-Thursday Dec 28-31 Live chat disable Phone support disabled Delayed response time on non-urgent issues No change in email & portal ticket submission Staffed 24 hours, but agents only working high severity cases Friday, January 1 Closed We will return to normal business hours and all channels operating on January 4, 2021.  As a reminder, you can submit support cases through the portal, following the guide here. We hope all of our customers have a safe and healthy holiday season!! 

1130
sai_ram
4 years ago
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