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7741 Topics
jitin_mehndiratta
jitin_mehndirattaHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Inactivate Accounts In MDA Company, if the Account is deleted/inactivated in SFDC

It is important that Account Data(in SFDC) be always in sync with Company Data(MDA) even when it comes to deletion.  When an account is deleted or inactivated, it is important to ensure that the corresponding account in MDA company object should also be inactivated. This is achievable via Bionic Rules. Follow the following steps to achieve the mentioned use case: Set up Rule 1. Fetch SFDC Account Data () 2. Fetch Company Data from MDA 3. Merge Datasets 1 and 2 with the following settings:     a. Merge Field : SFDC Account ID     b. Retain all records from both Datasets 4. Create a Transformation task with Source as Dataset 3, filter based on following conditions:      a. Account Id is blank or null      b. Account Is Inactive in SFDC but active in Company. Actions Create "Load to Company " action on Dataset 4. [Action Type: UPDATE] Use "SFDC Account ID" as Identifier Add a Custom Field Mapping, Select "Status", Enter the default

1150
jitin_mehndiratta
7 years ago
sai_ram
sai_ramExpert ⭐️⭐️
published in Customer Success (CS)
Congrats to all our Champions

I’m pleased to announce the winners of Gainsight Community Contest(July 1st - September 30th). Please join me in congratulating the well-deserved winners. Seth Wylie Samantha Braastad Manmeet Dosanjh Marcelo E. Buil Heather Hansen Jeffrey Coleman Your participation helps make the Community a great resource for all of our customers, as well as for our product team. Community Champions will receive special.gifts, and also gain visibility and recognition among their peers as experts in the platform.   Want to connect with our Champs? You can find Champion's in our Community by their  Champion rank and “trophy” icon in the community.

430
dan_ahrens
7 years ago
connor_kasser
connor_kasserContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Sally bug -- clicking more options buttons fails to load

Hey Team -- loving getting to know Sally, but she has a bug when she offers up more buttons like "Health Score", "Surveys", etc. clicking on the option fails to reveal the data. This always fails in the the app, but occasionally works in the thread section

710
seth
7 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
Recording customer performance KPIs in C360 that are part of health score

One area we track for some of our customers is the value/incremental sales they have created each month versus annual targets. Simply said, we crunch some data on their performance and then publish a set of results each month. Whether or not these results reach the set targets can have a major influence of our customer health so we would like to be able to track this in C360 and link it to Health score where e.g. KPI X falling 30% below its target would result in Healthscore dropping to score 20. The question is how can we set this up?? Results would need to be recorded by CSMs directly in C360 in some kind of a matrix that can be preset by Admins - I've attached an screenshot of what it looks like currently in Excel where we track this:  One  option was to collate this data into Excel and load it into Gainsight on regular intervals as we do with other data sources but this isn't ideal as the results are released different times a month for different customers. Also we n

990
dan_ahrens
7 years ago
miguel_rodriguez
miguel_rodriguezContributor ⭐️⭐️
asked in Customer Success (CS)
advanced outreach csv template broken

I'm trying to download the provided csv template in order to add a test email to an advanced outreach I'm testing, and the csv does not appear to be configured correctly. I'm attaching two images - one of the fail and one of the error.

200
dan_ahrens
7 years ago
andrea_briant
andrea_briantContributor ⭐️
asked in Customer Success (CS)
No options show up when linking a token within Advanced Outreach

Hi everybody, When I click the token to connect it to a SaleForce field, no options show up. I''m assuming this has something to do with the way I added participants, but I can't figure it out. Can someone point me in the right direction please?

240
jason_janicki
7 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
Existence of Active Success Plan in Health Scorecard?

Hello! One of requirements for a specific team CSMs is to have a strategic business plan in place for each customer. These plans are tracked via Success Plans and are called JBP.  Is is possible for this to be a part of a healthscore (scorecard 2.0) i.e. track whether there is a success plan present in C360 (it must be set to active and Success plan Type = JBP)? the logic here is that if no JBP plan is found, then Healthscore will be reduced to zero. If plan is present then HS = 100.    Can his be achieved? Thanks Katerina 

1870
katerina_nemcova
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Move All Custom Rules Over To Bionic Rules

I have a customer who has quite a few Custom Rules which are legacy rules. They would like to move all the custom rules over to bionic rules as we eventually end of life out Custom Rules. Do we have any plans for a migration utility that can automate this process for customers who have a large amount of custom rules?

320
jitin_mehndiratta
7 years ago
michelle_distler
michelle_distlerContributor ⭐️
asked in Customer Success (CS)
EBR tracking

For EBR's how do you track the date of when the EBR is due and report on the executive dashboard when it is going to happen, the account, and who the CSM is?

1000
ben
7 years ago
ankur_bhat
ankur_bhatHelper ⭐️
asked in Customer Success (CS)
Irrelevant information shown in C360 for NPS Surveys

For the accounts to which no NPS Survey is sent, the surveys (which are sent for other accounts) are still shown in the C360 section for that account. This information seems to be irrelevant for that Account. 

570
azhar_uddin
7 years ago
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
posted in Customer Communities (CC)
What's new in Branded Templates - October 27, 2017

Hey everyone, It has been several weeks since we launched our first branded template. Meanwhile we have launched multiple communities and improved a bunch of things. We hope you noticed any changes, if not we got you covered. TL;DR 🙈 Branded templates are the latest community templates from inSided. We provide continuous automatics updates of new features without extra costs. Over the past weeks we released more than 100 items to your community. Some small, some big, some new and some improvements, we did it all. We hope you enjoy the things we’ve been working on. NEW ✨ Configure community homepage image and tagline via Control. Change your community image wherever you want, whenever you want. Unified list view. Discussions, questions, answers, articles and surveys all combined within one category. Articles. Publish high-quality content in the community. Include a full width featured image above the content and the topic will be highlighted in the community by adding a label to

1180
Yoeri
7 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
With the new feature of 'Timeline', is it possible to build reports off of this object?

We love the new Timeline feature but would like to monitor adoption and also report on customers that have 'activities' logged within Timeline. Is it possible to build reports on this feature? 

1120
dan_ahrens
7 years ago
tony_tao
tony_taoContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
how do i auto subscribe to all my accounts so that I receive notifications moving forward?

I turned on my notifications and have 100+ accounts. It seems tedious to go through each one and have to follow in order to receive the email notifications. Is there a way to automate this or subscribe to accounts for the future?

450
nitisha_rathi
7 years ago
venky_reddy_k
venky_reddy_kHelper ⭐️
asked in Customer Success (CS)
Use cases for a Dashboard filter always applying to all reports on the Dashboard

Hi, We are revamping how the Global Dashboard Filters work in the product. In the new paradigm the same global filter can be applied to   1) Reports that are build on different objects (Usage Data, Cases Data etc)  and 2) On any attribute on the objects, as long as its datatype matches the filter's requirement (a date filter would apply only to attributes of type Date ). While designing this solution, one point we want input from the filed is  Does (or Should) the global filter always apply to ALL the reports on the dashboard ? Or Are there any use cases for Global filter to apply only to some of the reports present on the Dashboard ? The current thinking is to give the flexibility to the Admin to select the reports on the dashboard he/she wants a global filter to apply to. But we are looking for concrete use cases where this is needed. If the global filter is applied to all the reports on the Dasboard all the time, that will simply the filter creation experienc

630
matthew_lind
7 years ago
michelle_distler
michelle_distlerContributor ⭐️
asked in Customer Success (CS)
Visual Dashboard

Is there a way to divide a dashboard into 'sections' like with a visible line break where one section is for renewals, ARR, etc. 

200
lila_meyer
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Success Plans: Milestones

Is it possible to attach milestones to Success Criteria entered in the Objectives for Success Plans? Would be great to be able to see if you were able to achieve the objective automatically.

1060
nitisha_rathi
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
How to Improve and Manage Email Deliverability

We've got a new article on how to Improve Email Deliverability, so please read and share your feedback! Happy Friday 🙂

250
lila_meyer
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
5.9.8 Patch Release is Live

For orgs that take automatic Gainsight upgrades, the 5.9.8 patch is live now. Users can now upload attachments up to 30 MB in Timeline Activities.   For additional details about the fixes included in this patch, please see the release notes.

90
lila_meyer
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Do Timeline activities log to Salesforce? I do not see them in the Tasks or Activities Object and I

Do Timeline activities log to Salesforce? I do not see them in the Tasks or Activities Object and I

830
dstokowski
7 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
asked in Customer Success (CS)
Inconsistent behavior with search bar in dashboard filter screen

The way that the search bar works in dashboard filters is inconsistent with the way search bars behave in the rest of the product.  In other areas of Gainsight, clicking inside the search bar allows the user to begin typing at the cursor. See example in reports builder: But in the dashboard global filter builder, clicking in the search bar causes the search window to close. This is inconsistent and frustrating. 

570
melissa_i_959be6
7 years ago
kate_green
kate_greenHelper ⭐️⭐️
asked in Customer Success (CS)
Filters Not Sticking After Saving

Hi there - I have an issue where the filters I apply to a fetch task in Bionic rule is not "sticking" after I save it.  You can see in the series of screenshots below, that the filter "Full Name < > (DUP" is added and then I receive a notification that the task is saved successfully, and then the filter disappears.  This task requires a set of 20 criteria and to recreate it over and over with the correct filter logic is quite painstaking.  Curious what best practices there are to prevent this or if this is just a bug? 1. Add the filter 2. Press Save 3. Task "saved successfully" but the filter is gone. Thanks!

330
jitin_mehndiratta
7 years ago
mat_horsman
mat_horsmanContributor ⭐️⭐️
asked in Customer Success (CS)
Deadline dates for service work, advice needed

Thanks in advance from a newbie for any help. I've been asked to create a playbook that covers a professional services workflow. This is how I envision the workflow.  A CSM is contacted by customer requesting that we initiate a project.  Within 2 days, the CSM should have spoken with the customer and agreed a tentative delivery date.  From there, all tasks in the playbook should be 'delivery date -x days'.  Trouble is, I can't figure out how to roll this all into 1 playbook.  Would best practice be having the initial engagement be 1 CTA, that then triggers a separate playbook or am I over-complicating this.  All advice appreciated.  Thanks.  Mat. 

260
mat_horsman
7 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Using Variant Emails in Advanced Outreaches

I have a customer who was sending NPS via Advanced Outreach. They had different variant emails based on language. When they sent the survey, they noticed only a few emails were sent. This was due to confusing wording on the settings of the email in Advanced Outreaches. This box wasn't checked but should have been: The reason the they chose not to check the top box originally was because of the help text. Skips sending the email for a recipient if the variant filter value is not matched, if this option is disabled otherwise default variant will be sent.The wording is a little confusing. Also, what is disabled? Is it if the box is checked or unchecked? Maybe a better way to phrase this would be: If this option is checked, the default variant will be sent if the variant filter value does not have a match.

1440
ben
7 years ago
jake_smith
jake_smithContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Assign Scorecard 2.0 to accounts based on criteria not in Standard Objects

Is there a way to assign scorecards to accounts based on criteria from custom fields on the account or customer info objects? For example, we're looking to segment our high touch and low touch customers to a scorecard based on whether or not they have a CS Manager assigned to them (customer info object field), or a boolean checkbox for "CS Owned Account" (account object field). I only see the below options:  Do we have to build new criteria into one of these fields, or do I have to create the rule that populates these scores based on the criteria I'm looking for? Thoughts? 

440
jake_smith
7 years ago
jake_smith
jake_smithContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Assign Scorecard 2.0 to accounts based on criteria not in Standard Objects

Is there a way to assign scorecards to accounts based on criteria from custom fields on the account or customer info objects? For example, we're looking to segment our high touch and low touch customers to a scorecard based on whether or not they have a CS Manager assigned to them (customer info object field), or a boolean checkbox for "CS Owned Account" (account object field). I only see the below options:  Do we have to build new criteria into one of these fields, or do I have to create the rule that populates these scores based on the criteria I'm looking for? Thoughts? 

170
azhar_uddin
7 years ago

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