Discuss Gainsight Products

Who else is stoked about the custom dashboards?! Here's the first one I set up. We run on a partnership model, where Bongo is typically the 3rd party that is resold through partners. Historically, we haven't had a good way to capture usage data comparing one partner to another. I made the dashboard below by creating public filters for each partner, then applying 1 filter per widget. This would probably be easier if you have a simple customer model where you can just use account information. Now, when our Customer Success team opens this up, they can get a good snapshot of where certain partners are at in their journey. As you can tell, I picked some more established partners and some brand new partners that are just getting started. This is just one view, and I'm getting ready to meet with others at Bongo to see how I can set up relevant dashboards. But I'm super curious - how is everyone else using it? What dashboards have you made? Thanks!

Within my companies services business, we often have customer sites that have multiple services contracts at once. Each of these contracts can have its own contract category and product family tied to them. When working with the Rules Engine I was trying to aggregate data at the site level to gain a representation of overall site usage against the contracts that they have. With multiple rows attributing to one site, I attempted to group by customer site but ran into an issue with summarizing the different string fields. The current aggregation functionality for String is 'Count', 'Count Distinct', 'Min', Max'. I think it would be valuable to be able to aggregate string field by concatenating them together into a longer string. I would then be able to utilize the 'Contains' filter functionality to apply further logic within the rule. Summary: The ability to concatenate string fields when aggregating data would be very helpful.

Hello, We have started to experiment with custom roles on our community in order to split up our moderator teams based on their expertise. To do this we wanted to create a custom role that only has access to certain categories, meaning that categories outside of their skill shouldn't even be visible. Sadly this does not seem to work. What we did: Created the custom role ADMIN1 and have forum moderation, forums and ability to upload files enabled. Enabled the custom role for a specific user (tested for users with the Moderator and Super User main roles). Disabled access to all categories (except one) for the custom role. Users with the ADMIN1-role shouldn't even see any categories aside from one. The user with the custom role still has access and no categories are actually hidden for them. Even when we change main role from moderator to super user and disable access to everything for super users, nothing seems to change. Are we doing something wrong, or is this a bug?

This week, I duplicated an existing program to make adjustments to the query. The existing program was logging the email activities to Salesforce. Due to the changes to the query, participant fields had to be remapped however I hadn't realized that I also needed to remap the Contact ID -- a required field mapping in order to log to Salesforce. So while the setting to log to Salesforce carried from one program to the other, there was no indication that anything was missing and the program was still able to be saved [i]and published without this mapping.  If a setting is checked off that has a requirement that is not met, the Program should not be allowed to be saved or published. 

I'm a little confused, after reading some of the documentation, about when to use an Outreach and when to use a Program. My initial thought on this was to use Outreach for single hit emails, where I might refresh the powerlist each day but send the same email to the new members of the list. I would then use Programs when I had a linked series of emails - for example a weekly onboarding series for new Community members. I then read today it's something to do with sending emails at different times - what do you guys reckon? I'm just creating a set of emails that will be singular, not part of a series, and was about to create an Outreach for them - we have our onboarding series set up in a Program and it works perfectly for us there. Interested in your thoughts. Nick

For the last few weeks, our Customer Success team has been sharing examples of how our customers are using our product with the rest of our company. We want to centralize the end user in our decision making and bring their real-life, in-the-wild use cases to the forefront. One feature that we have found to be very sticky is when users add video comments as a part of giving someone time-stamped feedback on their work. Our CS team was having a hard time identifying who was using this feature in a way that we could show the rest of the company. I just hosted a quick training with them on how to use GPX to identify Voice of the Customer opportunities for a particular feature. Under Analytics > Features > Adoption, I added a Feature filter for Click Add Video Comment greater than 0 times. I also set the time parameters to monthly within the last 6 months. Once the view below was generated, I had them click on the user count link to bring up the info of the actual users. Then,

When performing a Transformation the Date Diff calculation dialog box says "Date Diff: Calculates the number of days, months, or years between two dates" but in an argument with a date field and rule date, the only output value option is days. Is this because both the date field and the rule date are MM/DD/YYYY format?

Good morning fellow Gainsight Admins! We currently use High, Medium, Low priority for all CTA Types. We are condiering adding a 4th Critical Priority based on discussions about Issue Management. We aren't sure the 4th priority is particularly necessary and realized we don't have robust definitions for the existing 3 Priorities. That brings me here, how are other Customer Success Teams using this feature? Do you have more than 3 priorities? [list=1] Do you have different priorities based on CTA Type, or are they the same accross the types to make it easier for CSMs to group their work? Are you using the Important flag? How can that be used with or in place of additional Priorities? How do you define your priorities? [/list]Thanks for sharing your expertise!

Is it possible to modify the analytics charts for JO? I am looking to add extra columns to the Email - Sent, Open, Click chart to include the account name and the CSM assigned to the account. Also, there does not seem to be an option to export to Excel. Is it possible to do this - I did not see anything in the Gainsight Go user guides.

If you go to c360 or r360 and edit the attributes section you can see that you can rename the field to whatever you would like. Which is great! However if I want to use the field in another area after renaming it or if someone else comes through and tries to add that field (now renamed) to the summary for instance, it cannot be found and the field path is not displayed In this image I renamed Account - CSM > Super duper example After saving there is no way to tell what that field name is referencing If I go to summary I cannot find my field I think it would be super helpful to show the original field name and or path so that it can be referenced again.

Consider example, Playbook "A" has one CTA as "Playbook A-CTA" and the owner of that CTA is "ABC". Now, if the the owner of the CTA "Playbook A-CTA" gets changed from "ABC" to "XYZ". Then it should Trigger Playbook "B".

Hello, Not sure if this is a bug but we noticed that the photos of individuals build in an org chart, are not displaying their photos. Should these be pulling in from linkedin? After building my people map, i added the linkedin profile by coping and pasting and refreshed but there was no change. I also noticed when i went back to the "list" view that the linkedin profile did not write back and stick. So under the list view, i updated the same contact with that URL. The titles and roles were not appearing, so assume this is related to the linkedin profile being recognized? Lastly can you explain the difference betwee "Title" vs "role" - are these pulling directly from a source like linkedin? and whats the difference between two? For example if my contact is the president clinical operations on their linkedin profile is that considered title or role? Lastly the "manager" in the "list view" does that only pull from the direct reports

Summarizing feedback from CSMs and Account Executives who tested this feature: 1. You can update the linkedin profile on the list view or hierarchy view by manually putting in the URL. If this feature integrated with sponsor tracking and automatically populated that information in that would be helpful to reduce administrative burden. Can you confirm whether this area speaks/writes back to each other if the contact you are adding to the person beta, is also someone who already is listed in sponsor tracking and has their linkedin profile associated 2. When you manually add the linkedin profile to the org chart/people map, it doesnt appear to write back to the list view. We had to go to the list view and manually add it there. 3. The difference between title and role is unclear in terms of where exactly that inforamation pulls from. We associated linkedin profiles to our contacts in people maps, and neither title or role populated in the hierarchy view or the list view 4. It would

CSM was trying to put in a timeline on my an account and posted an email sent for reference and it just clocks, she then received - Oops! Something went wrong. Please try again or raise a support ticket with Gainsight - She also received Big Red error on top right hand corner. Has anyone seen this before?

While creating In-App Engagements, for the most part, you would want to test them before launching them to your users on Production. You may test your In-App Engagements in either of the following ways: If you have PX Tag installed on your non-production environment, you can create and test engagements on the Non-Prod environment; Or; Use “Preview” by going to Engagements> Editor> Edit in-app> Click on Preview (this will launch the engagement on your web app only as a Preview to you); Or; Create a Segment>Add Internal users who will be testing the engagement> Go to Create Engagement> Audience> Choose ‘Segment’ from the list of Trigger Rules available on the right> Choose your Test User Segment> Trigger the engagement with other criteria in place only to Test Users; Or; Go to Create Engagement> Audience> Choose ‘User’ from the list of Trigger Rules available on the right> Choose email attribute from the dropdown available> Set yo

Hey all! I've been meaning to share the content of my Pulse presentation in the hopes that it would help the PX community. I covered: Why we knew we needed to make a change in Customer Success How we came to find Aptrinsic/Gainsight PX How we've used Gainsight PX to provide an promote user adoption, help CSM's save time/be proactive, and make smarter decisions about our product roadmap based on feature usage (or lack thereof) Presentation Audio Pulse Presentation Slide Deck Hope this is useful to you all! Julie Pinto

Are we able to modify the informatoin that is included in the Customer 360 export .pdf file? If so, where is that found in the system to modify?

Does anyone else have this big blank space in their data management UI? I've tried clearing cache and cookies and reloading the page. Seems like wasted space? There seems to be a height limit of 803px built in? I'd love to see more rows .

Right now, I don't see this as an option to set. What are others doing in the absence of that?

Is it possible to change the Scorecard Habits report type to show the % of accounts that fall in each score bucket over time? I really like this report but would be even better if we could get a % instead! As we keep growing, the values for each score will be increasing so it doesn't give us the clarity we need on how scores are changing over time. I know we have formula fields in reports now, but this report type seems to not support that feature? Any advice on how to set this up? Should I use a different report type? Or do I need to create an MDA, run a bionic rule that calculates the % of accounts that are Healthy, Moderate, Unhealthy, etc. then load that to finally report off of?

Hi Guys, I am new to Gainsight and i am exploring as of now. Hence, i am trying to install Gainsight in salesforce developer edition. But, as per below documentation, i need app password. so from where i can get it? Any help would be appreciated? https://support.gainsight.com/View_More_Categories/Training_and_Videos/Implementation_and_Onboarding/Onboarding_Step_1_Install_Gainsight_and_Configure

Hi Team, We are able to create lookup on System Objects from standard objects but we cannot create lookup from Custom objects to standard objects. We know that it is the limitation we have now but multiple users are asking for this option. So could you please have a look over this request. Thanks, Prathap

An exciting evolution is underway within the Gainsight Platform. You may have heard about NXT, but do you know what it means for you, your team, and the Customer Success community? Join us as we introduce Gainsight NXT and walk through the vision for this powerful platform innovation. Warning: there may be more than a few NXT-inspired puns.    If you missed our session at Pulse 2019, this will recap the same content. If you did attend, keep an eye out for additional webinars in the future.    Join Gainsight NXTperts Marie Forshaw and Dan Ahrens for this webinar and learn: What Gainsight NXT is and what it will change The product vision for NXT and the future of Gainsight The benefits it offers Gainsight Customers and the Customer Success Community After registering, you will receive a confirmation email containing information about joining the webinar.

It seems that we don't actually have official 'house rules' or user guidelines, on at least one of our communities. This needs sorting! First we want to reach out to you all. Yes we'll need to make the call on where we want the balance between free speech and a safe place for users to be, and how strict we attend to police this space, but are there universal tips that should always be included when writing this constitution? Should your top users have influence on these rules? Should they have the final say? How long, and how prescriptive should any rules be? If a place already exists for advice on this, send me a link. Otherwise let's make this the place to share best practice on this! Thanks!