Discuss Gainsight Products

Hi guys,This is probably pretty simple, but I’m failing to find a solution, and it’s kinda getting me crazy.So I was asked two add two new widgets into a dashboard. These new widgets should show:Average ARR per CSM Average #Customers per CSMWould I, for example, be able to add a formula field that gets Sum of ARR / Count distinct CSMs? This sounds simple but I’m kinda blocked and overcomplicated, I believe. Thanks in advance for the help!

Yes, I was asked the question: "Can we post the automated mailings that we do to timeline?" While nothing prevents us from doing it by copying the right address, I think it would put an unnecessary burden on the environment when we can instead integrate a report on the mail log in the R360/C360 view. However, I do see the interest of having copies of all mails sent to customers in one spot - Timeline - so I ask: What is Gainsight's recommandation on that? Are you already thinking of delivering something along those lines?

Has anyone set up an integration with a LMS? We use Docebo, so it would be great if anyone else has specifically worked with this tool. However, I’d be interested to hear from anyone who has set up any LMS at all.   I’m looking to get some help with the architecture of this integration and curious to see how others have set this up.   Thanks!

I am building out reports and dashboard for our regional managers to share our Customer Experience Survey data. I am able to include an "average NPS" score, but I am not able to calculate the NPS score against an additional criteria like "Region". I have read that this could maybe be accomplished via MDA. I'm pretty green there so hoping for another solution or guidance to that end.  The goal would be to have a single dashboard that shows the average score for our CSAT-style questions and then the NPS score. Each report would have a common filter for "Support Region". Any ideas?

Hi, We are looking to add a timed-trial to our product (e.g. 30 days). Our idea was to display a daily(?) engagement to the user saying - “You have X days left on your trial account”. The question is - is there a way to display that (as a token?) in a dialog engagement based on the data in gainsight PX? Something which can calculate how long since the user logged in?   Thanks,   Yariv  

Hello Gainsight Admin community!Here I’m presenting a workaround to insert two PIE charts from Gainsight reports into one slide in the Success snapshot export.Common problems that Admins often encounter while inserting PIE charts in one slide are the following: The size of the PIE chart is pretty small when two charts are placed side by side in one slide of success snapshot  

Scenario is as follows. CTA is created with user 1 as the owner All tasks are assigned to user 1 except for 1 task which is assigned to user 2 User 2 completes their assigned task in the CTAExpected: User 2 should no longer see the CTA in their cockpit view since their task was completedActual: The CTA still shows as an open CTA for user 2 in cockpit even though they are not the owner and the only task they were assigned has been completed.I’ve tried using filters to remove this from view but it seems that if you have a task in the CTA, you have some form of ownership in the CTA. Is there anyway to remove CTAs you don’t own where your tasks are completed tasks assigned to you from the Cockpit view?

I am trying to fix some reporting issues we’re seeing regarding our CSM’s and their accounts. For example, Account1 has 2 CSM’s assigned to it because CSM1 deals with product1 and CSM2 deals with product2. The ACV for product1 is $100k but the ACV for product2 is $200k. In the reports for CSM’s total ACV, we are seeing all the ACV assigned to CSM1. Account1 doesn’t even show up on the list of customers in the report for CSM2. There are separate opportunities with their names assigned and correct ACV for their products in Account1’s gainsight C360. Is there a way I can separate these two opportunities to show what I actually want in the report? Please let me know if you need more specifics but this would be so helpful in fixing these reports.

Another CTA reporting question from a relative reporting newb. I currently have a report in Report Builder that shows CTA name, created date, closed date and CSM name. It’s filtered to report on a single CTA. I’m interested in knowing how many times this CTA was created multiple times for single accounts. I have a feeling we’re being too trigger happy with the CTA, and I want the data to back up my assumption that say for 25 accounts, the CTA has been created 5 times, for 16 accounts 4 times, etc., etc.  I know I can use the search field in each column to get results for a single account at one time, but I want to know all up how many multiple CTAs per account there are. I’ve played around with aggregation but can’t seem to get what I want. Any help is much appreciated!

I’ve been using the User Dashboard in the Analytics section and I don’t see anything that tracks how many active users my community has. For example, does InSided have a baseline of monthly posts that classifies a user as an “Active User”? Or, is there a way to set a filter of monthly posts (say 10) and get a count of how many users have at least 10 posts for any given date range? Thank!

Has anyone experienced an issue when tokenizing rule comments?  I have been creating some new scoring rules and have noticed that when I run a report on the Unified Scorecard data source, my comments are not updating and some of the comments have added on verbiage which I did not include in my rule comments.  Here are a few examples, looking for guidance or if anyone else has faced this issue...thank you in advance for any advice! Comments in the rule ​​​​​Report showing 83 days ago which is not in the rule? 

Hello PX Users,Based on our customer requests, in recent releases, PX has added one more feature which allows the users to embed the KC bot.As on date its on beta version.The below couple of articles will help you to understand about Embeded KC Bot.Article 1:https://support.gainsight.com/PX/Knowledge_Center_Bot/General/Embedded_Knowledge_Center_Bot_(Beta)Article 2:https://support.gainsight.com/PX/API_for_Developers/02Usage_of_Different_APIs/Work_with_Knowledge_Center_Bot_API However, the purpose behind posting this on the community is to show

Is there a way to track GS Relationship field changes like “change date, previous field value, current field value, etc”   We’d like to show this on a report/dashboard for many fields.    

Team,Looking for a way to track the history on the CSM field within our attributes.  We would like to know when a CSM is assigned and account and then if the CSM is updated or changed to another user, we would like to see when that happens as well.  Is there a report or a way to create a CTA that would provide us with this information?

Our CSMs have requested a report to show which accounts do NOT have any sponsors being tracked so it can easily be brought to their attention as they each have a large number of accounts they handle. Has anyone done this before? Thanks! Joe

We have a requirement where CSMs are needed to collect data  about their customers and populate it into gainsight. The Questionnaire has around 25-30 questions This Activity can span over a week or two Was thinking to populate custom fields for each these on the ‘Company’ Object and making it available in C360...not sure if it ideal...any thoughts? Whats the best possible way out of this?

We are starting Sponsor Tracking and I have associated my contact with an account to test the CTA for a company change and JO email for title change.I am trying to test the CTA and JO participant sync by updating my LinkedIn profile, however it has seemed to capture the Title and Company change I have done.Is there a lag time from when a LinkedIn profile is updated to when it is captured? How exactly does the log object capture the change? There is not a title, company, or location field on the Sponsor Tracking object so it just scrubbed by a bot on the LinkedIn profile?

Hi folks, this is related to this endpoint: https://api2-eu-west-1.insided.com/docs/community/#operation/getQuestion   I’ve been ingesting the data using lastActivityAt and noticed that the answer doesn’t affect this attribute. So, if my lastActivityAt is "2017-04-10T18:29:06+00:00" (example on the documentation) but my best answer is set on "2017-04-11T18:29:06+00:00", for example (anytime after the lastActivityAt timestamp), this won’t update at all. Meaning that we either ingest ALL the questions every day or we will lose answers. Is this a bug? Or expected behaviour? I always assume that lastActivityAt helps understanding SCD2 changes and that answer would be one of those due to the unpredictability of when an answer is marked as correct.   Thank you!

Is it possible via Rules Engine to REMOVE a record from the SponsorTracking object?  Use case:  we are using a custom field in our Person object to indicate a contact is a Primary Point of Contact.  When a contact is added to SponsorTracking, we fire a rule that populates that custom field as result.We want the reverse process to also apply; if the custom field is unchecked in Person, then their record should be removed from SponsorTracking.I’ve reviewed Rules Engine and don’t see any Action option (e.g. Load to Salesforce) to bring in the SponsorTracking object for any operation (Insert, Update, Upsert). This leads me to think that SponsorTracking records can really only be manipulated on our side via the UI Link and Unlink button.  Thoughts? Thanks all.JJ 

Hi, I have a JO Survey program that runs monthly. But on certain months I need to pause the program which I have been doing. Last month I paused the program right after it ran, forgetting that I have a 7 day conditional wait after the survey email goes out, therefore leaving them in an Active state.  I started up the program again this month, and all the new participants failed because they were still in an active state due to the Pause.  My criteria for participant re-entry is attached. If I add ‘Paused’ to the ‘Participant with same unique criteria’  in addition to ‘Completed’ will the participants get added properly without failing like they are now?   

Hi,   We are trying to use PX with our Zendesk Knowledge Base and want to model the KB such that doc categories show up as Product Mapper modules. We want to know which categories of docs our users spend the most time in. However, there is nothing in the Zendesk URL to indicate which category a doc belongs to so we would need to spell it out like this (screenshot below), where all doc URLs in the category are shown in the rule for the same feature.   This is similar to the ask from 5 months ago in https://community.gainsight.com/px-product-ideas-23/product-mapping-via-api-37455, I think, but not sure custom events are feasible from Zendesk.   So, two questions:

Is there any way to allow users to reply directly to the blog? I see the option as a moderator, but my users don’t have a text box to reply to the articles I’ve written.

We released patches to SFDC and NXT orgs with a few enhancements and fixes, including: Reorder Measures in Scorecard Configuration REMOVE USERS button hidden from the VIEW_GROUP bundle page (NXT only) Ability to Share Views in CX Center Company Merge Support in Notifications You can read the full details in our release notes: SFDC and NXT. The next major CS release, v6.17, is planned for August 25 (EU) 29 (US), and Sept. 1 for SFDC.