Discuss Gainsight Products

Working with the “Accounts Explorer” – I want to be able to filter “non-productive” accounts as they skew my statistics. In order to do that – I’ve added a custom attribute called “Paying Customer”. Now – I have no problem going over all the existing accounts in my system and entering this manually (at least until we add this to the JS snippet), but I can’t find a place to edit the accounts manually to enter this information. What am I missing? (I saw a similar question raised as an idea in the community three months ago)

I have several versions of the same AO due to having to make minor changes to its flow. I'd like to be able to gather the metrics for the emails in a single report rather than having to go into each AO separately - is this possible?  How are other folks aggregating email reporting across the several AOs? My goal is to have an easily exportable report that can be shared externally consistently.

Are there plans to add the ability to change the font or bold the text in the survey tool?

This is in regards to the "Refresh the power list before Outreach/Program execution" setting within a power list. When a program/outreach refreshes a power list due to the above, there is no record of it in the execution history. I think we should show the logs for these refreshes as well as being able to download the results.

We have triggered an outreach and few emails are bounced(its a hard bounce).But when the hard bounce value for the contact in email logs is checked for the trigger date, it still shows "0".Does the value get set after a day or 2 days of lag?Do we have any documentation for this.

After adding a hyperlink to some text in Email Templates 2.0, the font color is changed to blue.  I am unable to change the color back to white from blue.  In the original templates, I would edit the html back to rgb(255, 255, 255) and that would do the trick.  Now, I am unable to edit the color of this font. 

The information will not update for the existing participant records even if we sync  again manually before publishing advanced outreach. We have to click on "CLEAR  PARTICIPANTS" and re-sync again manually before publishing Advanced  outreach to reflect the changes made in source. Is there any way we can update the data for existing records as well without doing Clear Participants?

Since a duplicated program doesn't carry a historical exclusion setting and due to our query doing a 3 day look back we have constant erroneous failures reported in the participant activity.  To address both scenarios I'm looking to incorporate participant activity into the query so that I can filter out anyone who either already entered a Program containing a phrase [i]or received specific emails but am having trouble determining the right object/fields to use. There's: AO Advanced Outreach, AO Participant Activity, AO Participants, etc. I'm essentially just looking for a statement such as 'Has not entered Program X in 180 days from run date' or 'Has not received Email X in 180 days from run date' Has anyone done anything similar? 

We have a number of Programs synicing daily that are sending emails to customers with the CSM as the sender name. When a CSM is on extended leave, we'd like to have a way to temporarily not have emails go out to their accounts. My first thought is there would need to be something on their user record in SFDC to designate that they are out and then tie that in to the Program query. Since these are Active Programs, I can't change the filter on the query so it would have to be part of the query before going active - hence why it seems like something from the User record would make more sense.

We are in the midst of making a number of changes to objects in our SFDC instance. During testing, I discovered the feature in Rules Engine to filter rules by Source Object and by Target Object. This made finding Rules that needed to be changed a much simplier task and ensures that we know which Rules will need updating in the next few months. #adminlife Thank you @jitin_mehndiratta and everyone involved! Looking forward to seeing something similar for Journey Orchestrator... @abhishek_sivaraman

I am working with a customer to roll out success plans. They have discovered that the Objective CTAs show up in cockpit inherently. Could we add a global filter to exclude these from Cockpit from the admin section? They are concerned about all of their users having to create custom views to exclude the objective CTAs. Another solution(under consideration - https://community.gainsight.com/gainsight/topics/global-filters-for-cockpit) could solve this issue if we allowed Admins to push out views to all users.

I was wondering if there were any best practices in regards to when a Heads Up Email should be sent out before an NPS survey via a Program. Has anyone found a timeframe that gets the best results? i.e. We found that sending the Heads Up Email 1 day before the survey email got the best results i.e. We found that sending the Heads Up Email 7 days before the survey got the best results

Since this is such a common use case, I believe there has to be a better way to accomplish this.   I’m building out an Executive Business Review CTA. We want the CTA to trigger 6 months from the original customer date and then continue every 6 months thereafter. The logic I have in place looks like: 6 months after Customer date OR 12 months after Customer date OR 18 months after Customer date and so on   I see this setup as inefficient since more OR arguments will have to be added as our customers become more mature. Would love ideas on how to restructure the logic in a better way!

I created a report to pull all the renewals for the current FY and then adjusted the report to pull the sum of the data into a widget and the totals are off. I exported the data from the report and widget into Excel to compare and the data is the same but the outcome is different. Has anyone else encountered this issue? There are different currencies in the report but from the excel report it appears that GS is just pulling the number and aggregating without any type of conversion. I am assuming GS does not do any currency conversions on its own?   

Hello GS Admins, We recently launched Scorecard 2.0 and I started looking at dashboards and reporting for the new scorecard measures.  I love the functionality of the mass edit report, but I realized quickly how the fields available to us admins is extremely light for company fields. When I add a filed for the Company ID > CSM > Name field it pulls the account owner, not CSM.   Anyone have any luck creating dynamic filters using the Unified Scorecard Fact - Company > Mass Edit type reports? Any idea how I can look into why the CSM Name field is linked to the wrong contacts in our environment?    Just want to see what kind of control we can get out of this thing. Today I cannot figure out how I can sort by CSM, CSM Manager, Region… etc as is today.   Thanks a ton, David

Working on a data migration project and was wondering if there’s a way to mass insert tasks in Timeline?

Email template won't insert HTML properly; hangs on cancel.  I have to refresh the browser for it to backout of the process.

Hello Team, We’ve recived a couple of customers reaching out, that thier SFDC activtives not syncing to MDA Timeline, After checking from our end, we could see it’s because of the “Related To” field is a mandatory field in MDA(Gainsight). However, the same “Related To” isn’t a mandatory field in the SFDC task object, hence when customer is performaing sync, few activites are being loading to Timeline form SFDC and few aren’t. Ask would be:: Can we make the “Related to” field as a normal field, rather than required/mandatory field in MDA-Gainsight? As this would help in syncing all the SFDC activities to Timeline without any issues.

HI GS Fam    Looking into the potential rollout of Sponsor Tracking on the C and R260 level.  Does anyone have any success stories with Sponsor Tracking?   Anything that has worked and has not worked?  Things to keep in mind? Does it add value to a CSM’s day to day?   best practices y’all concocted? :)  Thanks! Andor

Now that customers are moved to the Salesforce Connector/Connectors 2.0, do we have a timeline for when we can expect Gainsight Connect (1.0) to be deprecated from the UI?

Hi, I had GS set up to show all our surveys in C360. After setting up a new 2.0 program I migrated the old data to 2.0 to show both results. This worked great for my admin account but our users cant see the old surveys. Wondering what permission I am missing?

Hey all!  This TOTW is about saving filters  But before I tell you how, let’s talk about why you should! Saved Filters are available on Audience Explorer, Account Explorer, and throughout PX reports. With Saved Filters, you can:  quickly remove test users, internal users, etc mimic the logic of Segments so you can filter reports by the same criteria you use to target engagements* create shortcuts for sets of frequently used filters, especially if you are navigating between multiple reports  PX Admins - create filter shortcuts for others at your organization (this can help others more easily adopt PX!)  *the ability to filter reports by Segments is a current feature request  Now, onto the how:  Click My filters under the Custom Filters panel, then start adding criteria.  Once you are satisfied with the set of filters, click Save as, name the custom filter, and click Add.  You now have a Saved Filter! The next time you are in a report or Audience/Account Explorer, just click My filters,

Hello everyone, The PX Release Notes for February 2020 is now live. The Analytics section has a lot of exciting features like ability to include incomplete timeframes in a Retention Report, ability to track the path traversed by users before and after viewing an engagement, and many more in other areas.  To view the complete list of enhancements and thier detailed explanation, refer to our February 2020 Release Notes.    Regards Prashant

A small percentage of our customer are reporting that they are not receiving some of the NPS Survey emails - checking the JO Analytics, there are no bounces being reported. Is there any further data available within the platform that can help verify this is correct?   We’re routing the comms through our mail server so I’d be surprised if they’re being  blocked.  The only thing I can think of, is the link inside the email is causing problems?  Any ideas welcome!