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7743 Topics
J
jasminebondcContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
CTA Tasks: Map the correct status to SFDC

Really stuck on this one and have not been able to find the right answer anywhere!  Right now we have our Gainsight CTA Tasks syncing to SFDC as an open activity. Once closed in Gainsight, the task status in SFDC is showing as an old status we no longer use: “CC Declined”. I want the status to show as “Completed” since that is a closed tasks status in SFDC. I’m not sure why it shows as CC Declined, it is not a default anywhere.  How do I ensure that when a Gainsight task syncs to SFDC that it shows the status I want?     

1210
J
5 years ago
kcsp
kcsp
asked in Customer Success (CS)
Customer Info Field History Tracking

We have a field called CSM Engagement Status on the Customer Info object where a CSM selects how engaged they are with a customer. We would like to be able to track how that value changes over time. What would be the best way to capture this? I saw documentation around creating a snapshot object in Gainsight, but was interested in other potential solutions that don’t require a daily snapshot, but only capture when the value changes. **In SFDC we are limited to the number of fields we can track history on, and have maxed out our fields, so this is not an available option.**

1800
dan_ahrens
5 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Deleting timeline entries as an Admin

I don't see the ability to delete a Timeline entry as an Admin. Can Timeline entries only be deleted by the user that has created it? There is a timeline entry I am trying to delete by a user who is no longer with the company, and I am also unable to log in as this user now because of that.

3220
lila_meyer
5 years ago
amanda_neil
amanda_neilContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Batch Email with Journey Orchestrator

Can someone tell me or share the how to information on sending a batch email (one time only) to a customer?  here is what we would like to achieve: Email would be sent in batch to customers with a CSM assigned.  It would look like it came from a CSM. Customers email addresses, would use similar to what Monthly Newsletter is using, but would need to review.  

710
amanda_neil
5 years ago
K
kypowellContributor ⭐️
asked in Customer Success (CS)
Does JO only permit sending to SFDC Contacts?

Hello - We have some products that are not yet on Gainsight, but we would still like to send outreach to them via JO. If I upload a CSV, will this fail if it cannot find a record for them in SFDC? Trying to understand if I cannot send it to customers using this product if we don't have it on Gainsight/SFDC yet.

380
sai_ram
5 years ago
R
RyanSContributor ⭐️
asked in Customer Communities (CC)
Will Rebuild Ranks assign new custom roles?

Question so easy it fits in the topic. We’re assigning a new custom role to certain ranks and I wanted to know if clicking the “Rebuild” button on the Ranks page will assign this custom role to users that already are in those ranks, or if it will only go to users that are newly assigned the rank. The requirements for these ranks won’t be changing with the rebuild, it’s just adding a custom role to the “What happens when you get this rank” part of the ranks.

1290
Julian
5 years ago
harshibanka
harshibankaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Good Read: How to find, buy, and implement the right tools for your growing business

One of our PX Customers - Al Bsharah, VP of Product Strategy @ Seismic shared on Medium the process he follows in finding, buying the implementing the right tools in his 20 years of tech experience. The key take-aways, to read more, you can visit this link: Commit to your process, until the tool is absolutely necessary Select and commit to the tool evaluation process Build a shortlist and dig into the technologies Decide on — and commit to — the tool that wins Being one of Al’s vendors, we clearly passed this test of his ;) thanks for acknowledging Gainsight!

130
harshibanka
5 years ago
V
vijayasaileshGainsight Employee ⭐️
asked in Customer Success (CS)
Connect Person records to Contact records

Allow User to connect Person records to Contact records in Salesforce. They often need to go back into Salesforce to edit fields, and that link does not exist within the Person object. It is possible to create a Link within Person object?

1530
kunal_bhat
5 years ago
sai_ram
sai_ramExpert ⭐️⭐️
posted in Customer Success (CS)
Your ideas are being implemented in our V6.8 Release!

We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we're implemented your suggestions! Here's the complete list.

930
sai_ram
5 years ago
oscarhero
oscarheroHelper ⭐️
asked in Customer Success (CS)
Bug when grouping CTAs by dates

Our CSMs would like to group CTAs by this "next renewal date" field we've implemented into the cockpit view. however, when the grouping is done, it doesn't sort the groups chronologically whatsoever, it groups them correctly but the groups are just all over the place.

480
sai_ram
5 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Is it possible to set default filter settings for the Account widget cockpit view?

We're going to be rolling out the gainsight account widget to our sales team next month. We want to give them some insight into open CTAs (specifically Risk CTA Types). I know they can filter to show these on their own, but aren't really familiar enough with CTAs and what they should be looking at. Is there a way to set a default filter or default custom view but still allow them to adjust as needed?

560
sai_ram
5 years ago
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Ideas for tracking risk mitigation activities and results.

We've recently implemented a risk CTA process to better track customer risks. This is working great for analyzing what risks are currently open, but to expand on this process, our leadership team is asking for a way to track what actions our CSMs are taking to try to address these risks and then untimately what worked to fully mitigate the risk. We're using timeline for general updates, but it isn't really condusive for reporting on these activities. We're considering a custom drop down field on the CTA object or Risk specific closed status' but want to get some additional ideas/feedback before we just start adding fields! Anyone have risk mitigation reporting/best practices to share?

1090
sai_ram
5 years ago
alison_kaprielian
alison_kaprielianContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
What is the best way to prevent CTAs from assigning to old inactive users?

I'm unclear as to the most efficient way to ensure that our CTAs stop firing to the CSMs who have left our company. Does anyone have any insight?

930
sai_ram
5 years ago
P
PiaContributor ⭐️
asked in Customer Communities (CC)
Why does the new Community tab show "include" next to logo?

Hi all, how are you?  As you can see in the following photo the front-end Community tab suddenly shows the word “include” next to the Insided logo: I tried it with Google Chrome and Internet Explorer browser. It does show “include” for all our Deezer communities. Is this a bug or by design? Is it possible to change this? Thank you for your help. 

1350
P
5 years ago
shiv_kumar_katiyar
shiv_kumar_katiyarGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
More visualization type in report for (1,3) -(show, BY)combination.

Hi there, I have a customer who has created a Scorecard Habit report(Account History object) with combination as (Show, BY) -(1/2) and has got a stacked bar. Now she wanted to have third group by field - CSM, to show the current week trends for each CSM side by side. But once she add this third field, the only visualization that she gets is table. Moreover she cannot remove the two By fields as those are required one for the habit reports. So she to keep the same visualization, she created another report (standard report)and group by CSM and overall score only and move the snapshot date to filter. But the problem now is - in standard report the overall score is considered as a single score like 80 but in habit report it would be described in a range like 70-100. Due to this the standard report is bit clumsy. So can we have overall score in standard report as a range like in habit reports? 

170
shiv_kumar_katiyar
5 years ago
Julian
JulianGainsight Employee ⭐️⭐️
published in Customer Communities (CC)
Coming up: inSpired interactive sessionEvent

At inSided, we believe it is really valuable to share knowledge. And we know it is even more precious for our customers to share knowledge with each other. Therefore we are organizing online sessions in which we allow our customers to discuss different subjects together. In the upcoming  session we will start with the topic: How to manage customer feedback via your community?If you are interested to join, please buy yourself a (free) ticket for the date and time of your choice!  As there is no better way to learn, then learning from your peers, right?Subscribe quickly before all tickets are sold out!When are these sessions taking place?Our sessions will be taking place at the following dates:Tuesday 26.11. between 15:00 - 16:30 (AMS time)This session is fully booked already!Thursday: 28.11. between 19:00 - 20:30Link to sign up: click hereI won’t be able to make it on the 28th, what can I do?In case you are not able to make it for the session on the 28th: We are thinking about adding a

2060
Martine
5 years ago
Martine
MartineContributor ⭐️⭐️
published in Customer Communities (CC)
inSpired Interactive Session on December 3rd and 12th: How to manage customer feedback via your community?

Hi everyone, On December 3rd and December 12th, inSided organizes inSpired Interactive sessions for our customers, about how to manage customer feedback via your community.  At inSided we believe it is really valuable to share knowledge. And we know it is even more precious for our customers to share knowledge with each other. Therefore we will organize online sessions in which we allow our customers to discuss different subjects together. In the upcoming session, we will start with the topic: how to manage customer feedback via your community? If you are interested to join, please buy yourself a free ticket for the date and time of your choice! Because there is no better way to learn, then learning from your peers, right? We are looking forward to see you all there! There are two options. Click on the links below to reserve a ticket for that timeslot. December 3rd 3:00 PM – 4:30 PM CET December 12th 6:30 PM – 8:00 PM CET

2500
Martine
5 years ago
ml2019
ml2019Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Survey best practice for surveying when customer has multiple product lines?

We have a survey that asks clients for product specific feedback. It starts with asking the product the client uses and assumes the client is answering the questions for that product. The problem is many times the client self-selects the wrong product or they will select one product and provide answers for another. We use Relationships for each product line, so ultimately this is impacting R level scores. I have a few ideas but thought I’d throw this out there to see if anyone else has had success with a particular strategy. Any suggestions for survey best practices? Thank you!!

870
dan_ahrens
5 years ago
A
ana_gHelper ⭐️
asked in Customer Success (CS)
Is there a way to delete or hide out of the box objective categories in Success Plan layouts?

-

540
A
5 years ago
Rodion
RodionHelper ⭐️
asked in Customer Communities (CC)
Archive PMs & does PM feature have a max PM limit?

Hey all, I got those questions from one of your major community contributor: Two questions please: Does the PM “feature” delete, eliminate or “disappear” PMs, once the number of PMs reach a x limit? (x = number of messages determined by platform provider, I guess ) If 1 is “yes”, is there any way to archive or export PMs please?  Could you answer?

950
daniel.boon
5 years ago
Kgastaldo
KgastaldoHelper ⭐️⭐️⭐️
asked in Customer Communities (CC)
How does the "Help Others" tab work?

Does anyone know how this tab populates? Is it just topics that don’t have a “Best Answer” provided? Is there a way (or another widget) to list topics that don’t have any replies? I’m just thinking it’d be nice to have a way to send employees a place or link so they can check out all topics that need a reply.  

1740
Julian
5 years ago
tom.shaddock
tom.shaddockGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Upcoming change to the recommendations and knowledge base widget

Hi everyone!This is just a notification that we are planning to release a change to the recommendations and knowledge base widget - this change will remove the ability to edit the titles for these elements using the front end phrases tool.What will actually change?The phrases ‘edit’ button for these elements will be removed from the front end:  However fear not! The control for this is just moving to the Control area and will now be available in Configuration > Homepage: The titles are now just normal text input boxes at the top of the Knowledge Base and Recommendations sections - these can of course still be changed at your discretion to other wording or to another language of choice:Knowledge Base titleRecommendations title 

800
tom.shaddock
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
How to Stay Up to Date with Gainsight Product News

When we migrated our Community to a new platform last month, we updated the forum/category structure. This means you need to subscribe to the new categories you’re interested in to receive notifications of new content! Recommended Categories to Subscribe to: Product News and Updates: to stay in the know about upcoming product releases, patch release notes, pilot programs, and more. Events and Office Hours: for PX and CS office hours schedule, upcoming webinars, and live events. PX Ideas and PX Discussions: for customers using the PX application to discuss product questions, share best practices, and vote on product enhancement ideas. How to Subscribe to Categories: To Subscribe to a category, navigate to the category using the links above, or through the home page Menu:   Then, click the Subscribe button:   That’s it! You can also edit your category notification preferences at any time by visiting your Profile > Settings.   If you’re subscribed to a post that you no longer want to f

330
lila_meyer
5 years ago
harshibanka
harshibankaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
The Ultimate List of Product Management Resources

One Stop Shop for all Product Managers interested in reading/learning/staying up-to-date : https://www.gainsight.com/blog/the-ultimate-list-of-product-management-resources-books-blogs-and-more/

160
harshibanka
5 years ago
cfetter
cfetterContributor ⭐️
posted in Product Experience (PX)
How to Know If Your Product Instrumentation is Out of Date

I was reviewing Gainsight blog content and came across this great piece from our VP of Growth, Travis Kaufman. Posted last month, but give it a read if you haven’t checked it out yet. https://www.gainsight.com/blog/how-to-know-if-your-product-instrumentation-is-out-of-date/  

320
harshibanka
5 years ago

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