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7744 Topics
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
5.7.3 Patch Release Notes are available

Please see the 5.7.3 release notes for details on the latest Gainsight patch release.

120
matt_stone
5 years ago
JessEs
JessEsHelper ⭐️
asked in Customer Communities (CC)
login form fields - LastPass confusion

Hi folks, I’m reporting an issue we’ve noticed several times internally, and figured it may be affecting our external users too.   When using LastPass (maybe any password manager) it cannot identify the form fields when you login the first time after registering. It turns out that they just have to change the username field from the email address to the actual user name manually, resave the credentials in LastPass, and from then on it’s all good.   Probably LastPass saved the email address as the username, or just doesn’t know which is which. This is kind of hard to figure out on your own - several of our employees (including web developers) have sent “help” emails thinking that their registration was lost or something is wrong with the backend.   I guess this is affecting at least a few users, and can keep them from using the platform due to frustration or confusion. (Meanwhile we can try to use phrases to add a hint on the login page.) Any chance of fixing this, maybe revisiting the

6990
JessEs
5 years ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
posted in Product Experience (PX)
Users drop off when they need to take an action

About 1 month ago, we launched our first in-app guides. Looking at the engagement analytics, it appears that all goes well as long as users can just click a "Next" button. When they are asked to click a button in the app or take a (simple) action to proceed to the next step, about all of them seem to drop off the tour. Did anyone experience anything similar? Are there any guidelines or best practices to overcome this?

1040
Jef Vanlaer
5 years ago
sudhakar_ravuri
sudhakar_ravuriContributor ⭐️⭐️
asked in Customer Success (CS)
Recipient full name is picked in the email assist page for CSM who is the sender

In the email assist task page, as per our product design, is taking the recipient full name in the token 'User->Full Name' which will not be available in the user object and thereby throwing this error. This User→ full name mapping is of the CSM who is sending the email. But as mentioned above, recipient full name is picked.  

630
C
5 years ago
megan_germann
megan_germannContributor ⭐️⭐️
asked in Customer Success (CS)
A/B testing

Is there currently a way to A/B test emails for surveys? It would be great to be able to send out 2 email options to then track which had a better open rate.

5910
scott_sigsci
5 years ago
K
kytpowellContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Customizing Fields on the Relationship Contact

Hi! We are exploring using the Relationship Contact object to drive outreach for our contacts instead of relying on messy Salesforce data. I am struggling to find where I can even edit the fields on this object as I do not see it in Data Management. There is an object for Relationship Person but not for Relationship Contact.    I would like to be able to customize the Role field to be a dropdown rather than a text string. Is there a way I can customize the fields on this object to make it work for our needs and drive outreach from it?

750
pele
5 years ago
GameChangerAdmin
GameChangerAdminGainsight Employee ⭐️
published in Customer Success (CS)
People Maps Beta Program is Live!

Congratulations to all the shortlisted participants! We are rolling out the new People Maps Beta feature in your Gainsight instances. You should have received welcome emails. (To finalize your participation kindly revert on the email as suggested) Please note, the People Maps feature comes with an additional cost, so this Beta program is for a limited period and with limited space. We are eagerly waiting for participants to help us improve this feature by actively using it and sharing feedback/suggestions through the Gainsight community > People Maps- Beta Program topic. How to share feedback?   Please follow the People Maps- Beta Program topic on the Gainsight Community to receive notifications on announcements related to this Beta program. You can either add your feedback as a separate conversation under this topic or join discussions by other users on the Community. Looking forward to having your feedback/Suggestions. 

2240
sai_ram
5 years ago
keith_mattes
keith_mattesHelper ⭐️⭐️
asked in Customer Success (CS)
Gainsight Standard Permission Set Includes Access to Report Builder

As a Gainsight Admin, I expect to have control over who has access to reports, data objects and other Administrative abilities through the user permissions interface. It has been discovered that if a link is shared with a Standard Gansight User that links to the Report Builder Visual Force page this allows that user Admin access to create/edit/delete items the GS system as well as underlying data. I was shocked to receive a user request today on help with "this report builder thing in Gainsight" and immediately scheduled a screenshare to review. A work-around has been provided by your awesome tech support team but I believe this should be removed from Standard permission set. Please advise.

900
sai_ram
5 years ago
timcavey
timcaveyHelper ⭐️⭐️
asked in Customer Communities (CC)
Post fields - can we see which mods have added them?

We want post fields added to relevant activity. We have a planned report for the data and everything! Getting our mods to always do this is more tricky. Is there anywhere in the Analytics section which IDs the mod who's added PFs? I can't see any footprint on the post fields exports, so this is not a good sign. But I feel it's worth a double check with you all. If we know who's adding the most and the least, we will easily be able to incentivise our team to add add add. Maybe a KPI could be made, who knows..............

1950
OVOdarran
5 years ago
xiaoyu-shen
xiaoyu-shenHelper ⭐️⭐️
published in Customer Communities (CC)
Inside Design: Search in CategoryDesign Update

To help users find the most relevant information, we are investigating advanced search capabilities. As a first step, we would like to introduce 'search in (parent) category'. Read on to learn more. Goal Allow users to search within a (parent) category so they are able to find more relevant information. Solution While searching from different pages, the search scope changes along. For example, searching in homepage will get search results and suggestions from all categories, and searching in category page will get results and suggestions just from that specific category. An ‘category indicator’ is shown above the search bar in search results page. By clicking on the close button of the indicator, you will get global search results again. Feedback If you have any feedback, suggestions, questions feel free to drop us a comment below.

3540
OVOdarran
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
CS v6.9 Release is Live in Sandboxes

The holidays are coming soon, and so is our v6.9 CS release! For orgs that take automatic upgrades, your Sandbox environments were updated this week, and the Production upgrade is scheduled for Dec. 17. Draft release notes are available now, and final published release notes will be available on Dec. 17. NXT orgs have already been upgraded to 6.9, and draft release notes are here. 6.9 Release highlights include: Company Intelligence: Stay up-to-date on your key customers, prospects, and competitors with Slack updates via our new Company Intelligence feature (paid add-on) Success Plan: Better collaborate around your customer’s success with Timeline for Success Plans Journey Orchestrator: Ensure your important customer communications are delivered with the ability to send plain text emails from Journey Orchestrator. Gainsight now supports both HTML and Plain Text format in Email Templates. Renewal Center: You can now modify Scores for a Company’s Scorecard from the Scorecard tab o

250
lila_meyer
5 years ago
andrew_biehle
andrew_biehleGainsight Employee ⭐️
asked in Customer Success (CS)
Sort by NPS submitted date.

Currenlty you cannot sort by the NPS submitted date on the C360 in the NPS tab. You can sort by other columns but you cannot sort by that one. Would be nice to have that functionality in the future.

490
abhilesh_khatri
5 years ago
S
SKondreddyGainsight Employee ⭐️
asked in Customer Success (CS)
Need to show the different Error in the Survey Text Analytics

Hi Team, Can we show different error messages like "You need 20 responses to a question before Text Analytics can be used" instead of "It looks empty here! You do not have any text responses", when there is minimum of one response and less than 20 survey response comments in the Survey Text Analytics.

160
S
5 years ago
D
dimplebeloteContributor ⭐️
asked in Customer Success (CS)
Need help to update the Activities from rule action

Can we update the data of Standard MDA Object - Activity Timeline through Rule?   

1210
dan_ahrens
5 years ago
suryanarayana
suryanarayanaHelper ⭐️
posted in Customer Success (CS)
How to populate Account Hierarchy in C360.

Hey Team, I just wanted to share with you how i populated account hierarchy and confirm whether its correct. Tasks  MergeAction  So After Running this Rule it will populate Account Hierarchy Correctly upto 5 levels up(including current one), 5 levels down.  

780
sai_ram
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
CS v6.8 is Live in Production Orgs!

For orgs that opt in to automatic upgrades, the November v6.8 release is live! Highlights from this release: Data Designer (beta): Easily discover richer, more meaningful insights from your customer data. Data Designer provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration. Available for all customers with this release. Click here to register for the webinar on Nov. 19 at 9am Pacific: Intro to Gainsight Data Designer – Our Powerful New Data Exploration Tool Rules Engine: A new Action type called Call External API now allows you to interact with external applications, to automate activities like posting messages to Slack, creating Zendesk or Jira tickets, and so on. Sandbox Management: You can now refresh your Gainsight Sandbox orgs directly from the new admin page called Sandbox Management. Tableau integration for SFDC edition: bring Gainsight CS data into Tableau for

830
darkknight
5 years ago
D
Dave_MHelper ⭐️
asked in Customer Success (CS)
Create custom mapping for Zendesk Organisation in the Zendesk connector

Hi there -    I have the zendesk connector set up and syncing fine - but for reporting I’m only able to build reports using the organisation ID which is numeric field. I added a mapping file using the CSV import function on the Zendesk connector page to map the numeric Zendesk organisation value to a name. It doesn’t appear to have worked. When I go to build a report organisation ID and organisation name are both available, but organisation name has no value attached to it.   Can any of you offer any suggestions or tips as to where I might be going wrong? many thanks PS:The input csv looks like this, but with more rows. CompanyId CompanyName ZendeskOrganizationId ZendeskOrganizationName 1P05FR1W5RMAH4QPD0GCBSDVOFFAABBCCDD CORP UK 12345678910111213 CORP UK  

1040
D
5 years ago
R
romynatalyaContributor ⭐️
asked in Customer Communities (CC)
How can you fix welcome messages problems?

Hi! We are using welcome messages for our users when they reach the ‘new’ rank (0 topics, 0 replies). But they don’t receive the messages anymore. I tried to reinstall it, but it didn’t work  I also tried to set it up with another account, but that also didn’t work.  What can I do?

830
tom.shaddock
5 years ago
M
marisafernandesContributor ⭐️
posted in Customer Communities (CC)
Customer Satisfaction Scores on Foruns

Hi there, We’ve been struggling with Customer Satisfaction Scores. We’re measuring C-Sat in a likert scale from 0 to 10, but our numbers are significantly lower than other channels, even from C-Sat on offline channels. I wonder if this is a trend. Do you find the same trend on your Foruns? Is there anynone willing to share some benchmark on these surveys? Something like the questiosn asked, the scales and frequency? It would be great to read some benchmark tips from you. Marisa  

670
Julian
5 years ago
john_apple
john_appleExpert ⭐️
asked in Customer Success (CS)
Can custom mapped fields in Programs be reportable from Survey Response data?

We have a survey that is related to Renewal opportunities. When a customer replies, we have a process to update Opportunity or to create a CTA for follow-up.What I’d like next is a way to build a report that has the survey responses and the associated opportunity record.Within Programs, we can map the Opportunity ID or Name to a Custom Mapped field which shows up in AO Participants table. But AO Participants, will not have survey responses. The responses are stored elsewhere in MDA along with the flattened survey object but I’m curious if we can bring in the Custom Mapped field so that we have one report with Responses and Opportunities and can add it to a Dashboard.Is this possible or is it only something that can be done with Bionic Rules and either loading to a Custom Object in MDA or creating a CTA?

770
sai_ram
5 years ago
M
Mette-rMContributor ⭐️
asked in Customer Communities (CC)
Is it possible to hide a topic?

Sometimes you might have a topic that you do not want to give attention, but it might not fit trolling or toxic tone of voice, and therefore you might not want to go to the drastic point of deleting. Is it possible to hide a topic, like you can on Facebook? Or decrease visibility to some point? Any best practices on how to address these kind of issues?

660
Julian
5 years ago
alextran
alextranHelper ⭐️⭐️
posted in Product Experience (PX)
Announcing PX Office Hours!

Hi everyone! We are announcing the launch of PX Office Hours to better serve our customers and be more available for you! This will be similar to webinar-format, where you come with your questions. The goals of office hours are to: Help you become well-equipped with best practices and product knowledge Answer any how-to, strategic questions you may have Meet and learn from your fellow PX customers This will start bi-weekly in December and January, and weekly thereafter. They will be interactive sessions including two members of the Gainsight PX Customer Success team facilitating.   Please submit your questions below as replies to this post, and we'll address them during our session, or join the meeting.   The FIRST session will be held on: Tuesday • Dec 10, 2019 9 am PT   / 10 am MT / 11 am CT  / 12 pm ET   Please register for PX Office Hours on December 10th at: https://attendee.gotowebinar.com/rt/5988471792135713036 After registering, you will receive a confirmation email containing

450
alextran
5 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Advanced Outreach details/model screen - Save/Cancel buttons are out of view

I'm wondering if I'm the only one having this issue (on Chrome on a Macbook), because I would have thought it would have been posted here by now, if not. On the Advanced Outreach Details/Model screen, the Save/Cancel buttons are out of the browser view when I am viewing browser at Actual Size - whether in Full Screen Mode or not.   If I zoom out 4 or 5 times I can finally see it, but then my screen text is super tiny Anyone else have this issue?  Can the fields get moved up closer to the action at the top of the screen?

820
sai_ram
5 years ago
a.slyusar
a.slyusarContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Site JS script error

When you click the “Close” button, the screen locks and nothing helps except F5. Site JS script error. Invalid script execution.      

690
a.slyusar
5 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
CTA Config: Provide a "none" option in Open/Close Milestone mapping

I want to set the Open and Close Milestone mapping on CTA configuration to none or null, because we do our own milestone mapping via rules. I cannot do that manually so I had to call support to ask them to do it. THis should be an available option to admins.

490
aditya_marla
5 years ago

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