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Hi Team. Working with one of the customer and found an issue with “Date Formula” field in Rules. Especially with the “Add/Subtract Date” Function.   Issue was, once we add or subtract any days to the “DateTime” data type field using  the “Add/Subtract Date Function”, we are getting an Output as “Date” format, instead datatime.  It was causing an issue when we try to use that Formula field in the Action Criteria Part.   But when we are the Execution History tab showing “No details to display”. Screenshot:    

Sometimes, when I am feeling lonely and not receiving any inbox alerts, I fire off a whole bunch of test-runs of rules just to know at least Gainsight still loves me 🙂 Happy Friday everyone! PS - Please bring back email attachment rule results!!! It is such a time-saver!

Hi, the goal is to trigger a new zendesk ticket via the api call.We use a rule chain for that and the body of the new ticket should contain the content of an specific activity.This works perfectly via the rules engine, but the problem is that only one ticket should be triggered or in other words, the rule should just process the new activity once.We could not filter the rule setup with like “just consider new activities”.Therefore we want to use a tag (in the activity) like “ticket created” (checkbox).Then the rule could be filtered for “ticket created= empty” and the action of the same rule could tag the field “ticket created”.Long story short: That’s why the rule action should change the activity field.Does anybody struggle with the same issue here? BestLisa 

This might be considered a duplicate idea as I’ve seen similar requests. However, they’ve been specific to certain needs and so, I’m submitting a general idea. It would be wonderful to be able to add calculation fields to a Report. This functionality would act in the same way calculation fields can be created in SFDC Reports or Rule Query Transformations. Example:Our team records a large amount of detail for our product usage. Our Reports are build for certain Sales initiatives and require a unique calculation to be completed. Today, we have to create a calculation field on the Object in order to have it available on the Report. This causes a few challenges for us:The calculation is only used for a short time. This adds the maintenance steps of continually adding and removing calculation fields to the object. Would be much easier to maintain directly on the reports. Less effort and confusion. We hit challenges providi

Hello,we will start using the project object in sf.com and would like to display the GS widget in it. Is that possible and how?thanks!Lyne 

How does everyone assess the performance of their CTAs in order to determine if they’re helping achieve desired goals and find continuous improvement opportunities? How do you do root cause analysis to find problems and come up with solutions? Any go-to reports, dashboards or other methods? Thanks!  

Have you ever felt stuck when using Data Designer or the Rules Engine when you have data from two data sources that just don’t seem to have a common identifier? Or, more likely, you need to aggregate data at an account level for one dataset and then compare it to data aggregated at a higher level (either your entire customer base or perhaps a certain segment).  Either way, you need some kind of way to join that data...but how? That’s what this tutorial solves!  This tutorial stemmed from a real-world use case I put together for a customer who needed to compare ARR that was at risk per customer against the total ARR for the entire customer base. So if Customer ABC had an open risk CTA and had an ARR of $200,000, the customer needed to compare that against their total ARR (let’s say $2 million) and get a percentage of 10% for customer ABC. 

As we continue to analyze how our end users are using Gainsight to look for areas of improvement, we've run into a need to be able to extract a mapping of Timeline Activities that were created via a CTA back to the CTA from which it originated. In looking at the Activity Timeline object, I have the Source field which tells me it came through a CTA but I don't see a lookup to the Call to Action object. I don't see any connection in the reverse, either. Is there a way to produce such an extract via Report Builder or Rules Engine?

Hi All - We’re trying to see how many of our customers are looking at our knowledgebase. The majority of our members are given a custom role of customer, partner, and employee. Is there any way to see who has been looking at articles, based on these roles? 

I just added a report built on a merged object from Data Designer to ac360 layout ad the report did not filter for the single account.  It showed all of the results for all accounts.  Is this expected?

Hello everyone! 👋 We are kicking off weekly PX Admin Office Hours! They will be hosted every Thursday at 10 AM PT with the exception of holidays like Thanksgiving and Christmas.What you can expect:Got questions? We’ve got answers :)  If possible, please post your question in advance on THIS THREAD. That way, we can be most prepared.  Open to all - you will hear from other customers and their questions/challenges, so we can all learn from each other!This thread is for our upcoming Thursday Admin Office Hours session. Details below!🗓️Thursday, Oct 1, 2020⏰10am PT / 11am MT / 12pm CT / 1pm ETPlease submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).Please r

I am trying to import our values for scorecard as this is calculated outside GS. Not every measure will have a value.  The rule will error is when trying to attempt to insert when the value is null. I have created a separate rule for each measure, however my concern is that if a measure ever goes from a value to null I am not able to overwrite as the rule will not insert a null value.Is there another way to allow null values that I am unaware of?

I am using JO email templates and have multiple links in each template. I’d like to understand whether Gainsight tracks the link to youtube as well or not as I have sent more than 150 emails but not seeing any click link info. If someone can provide detailed information on how link tracking works? Do we need to put the tracking code? How does it track youtube links? etc.  Also, in report builder, is there any way I can check all the links that the user has clicked not just the last one. TIA,Jigar

I created a Design in Data designer that brings data from the same object (App Usage Trends) but one of them with a date filter. Essentially: Current week and previous week. I then created a calculated field that give me the difference between the current count and previous week's count. Pretty simple. I also created several other "difference fields". The sample data at the bottom shows those calculated fields properly but when used in Analyze or a report, they show up as Zero (second screen shot). I did run the design to create a Dataspace and I get the same results in a report.   Has anyone seen this before?   My calculated fields are part of a Transform box and all look like this:   When I did not have “Treat null as Zero” checked, that field was coming back empty, in the report, but was showin

I was wondering whether a connection can be made with Zendesk, Adobe Campaign manager and Pisano.

If a user has a view only license, can they comment on a timeline?  View only users can add/edit in timeline, but not sure if commenting working too    

Reaching out for a customer who would like to see the same formatting when exporting a Report to Excel and exporting to a CSV. As of now the reports show in different formats.

Hi,Is there a way to email multiple groups of participants in one program? For example to send a communication to a group of customers first, then wait a bit and based on certain criteria set in Conditional Wait, send an internal notification to CSMs or sales or other group of people ? I have only managed to change the Email: participants to specific person, but not to another group of people other than the main participants.ThanksKaterina 

Coming up in October, we’re offering live instructor-led Rules Engine courses with hands-on exercises and access to a safe NXT training environment (for 60 days!).If you’re a new Admin, or you want to brush up and go deeper, we strongly recommend signing up for classes!Each class is between 2 and 4 hours and offered approx. once every 5 weeks. In each session, you’ll learn from a Gainsight expert how to, best practices, and tips and tricks. If you have any questions, you can comment here or email training@gainsight.com.

How do you remove Relationship Person if your source of truth object is salesforce contacts? We have checkboxes on salesforce contacts that indicate relationship. My question is how do other companies maintain this? My concern is having to rely on CSMs to remember to uncheck the boxes on contact when they have a contact leave.

Dear community, I hope you, your teams and your family members are safe We’ve created a banner template you can use to message your customers during this tough time.    

We use Yesware to track customer emails, and we were trying to incorporate some CTAs for CSMs based on whether or not the customer had replied to a JO email coming from the CSM.  So, for our specific use case:  Customer responds as a detractor to NPS survey.  We sent a follow up email from JO from the CSM asking to set up a call to discuss further.  We then engineered the rule to create the CTA to look for a Reply in SF (from Yesware).  It appears that if the email doesn’t originate from Yesware, this doesn’t happen, so we can’t seem to figure out a way to know if the customer responded to that email. Anyone have any suggestions or ideas to capture that email reply?

We recently sent out our NPS survey for Q3, and got a response from a customer that she was unable to enter comments in one of the questions with a text answer.  Anyone know why this might happen and how to ensure it doesn’t happen again?

Hello community! something very strange happened on Sept 12th between 1:00 AM and 1:07 AM Pacific time with our survey responses (CSAT, survey 1.0) and I’d like to see if anyone else has seem a surge like this that same day (or any other time). 383 survey responses were created/recorded during those 7 minutes. That can't be right. Maybe existing responses saw their timestamp changed all to the same time as a result of some glitch, or something we did? To give you an idea, a good day for us is getting about 5 responses. I’m asking here because I’m wondering if this has happened in our org only or if it happened somewhere else. thanks!Lyne p.s. yes, we will migrate to Survey 2.0 in Q4 ;-)

Hi all,  Curious if anyone out there has a creative solution for this one.We built a scorecard, and it is great — but it is multi-year data hinged on a ‘Start Date’ of MM/DD/YYYY format.  I would love to explore how to make this YYYY/MM or YYYY-MM and still be a date type field to group off of in report builder. Hope that makes sense. Issues arise in exports where we get Jan, Oct, Nov, Dec, Feb, Mar …. Thanks ahead of time,DB