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7739 Topics
jennifer_richard
jennifer_richardHelper ⭐️
asked in Customer Success (CS)
Bring CTA Task Name into Report

I am trying to bring the task name into a report on email assist tasks.  I am using the CSTask object and am able to bring in call to action name but not the task name.  See screenshot below... What appreciate any help.  Thanks! Jennifer

360
jennifer_richard
7 years ago
bruno_giacomelli
bruno_giacomelliContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
UI bug when ordering show fields in Reports

Hi, The task of ordering show fields in Reports is one of the most annoying bugs in Gainsight's user interface. It's there for months. Please, could you fix it? I'm using Google Chrome with Windows 10. I've recorded a video below to showcase what I mean: Thanks

1330
sai_ram
7 years ago
nitisha_rathi
nitisha_rathiExpert ⭐️
asked in Customer Success (CS)
Moving Playbook page inside administration

Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha

240
heather_hansen
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Patch Release Notes for 5.6.7 Available

A few patches were released to version 5.6, including 5.6.7 on May 30. Please see the patch release notes for details. 

260
lila_meyer
7 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Customer Success (CS)
Can Milestones sync with Salesforce?

We currently create CTAs to track customer visits and important customer calls. We then sync these with Salesforce so they appear within Activity History. We would like to use Milestones to track visits and calls, but I have not been able to find whether there is a way to sync Milestones with Salesforce other than creating a CTA from the Milestone, and then syncing, which is not convenient for our users. Does anyone have experience with this?

610
manu_mittal
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Multiple Attribute Sections In C360/R360

I have a customer who doesn't want the "Attributes" section to be very long and would like to have the ability to add 2-3 smaller attribute style sections. They would like to have the two Two Column format thats available in the attribute section today.

500
steve_davis
7 years ago
steve_margulis_1f2f88
steve_margulis_1f2f88Contributor ⭐️⭐️
asked in Customer Success (CS)
Can access to the NPS tab be limited to certain users?

My manager would like to limit access to the NPS tab to only certain Gainsight users. His concern is that people may misunderstand and misuse the data. Is there a way to block visibility of the NPS object for some users?

370
jason_knape
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Email Assist - Vault-like Templates

Hi - We would like to create a series of templates for CSMs to use with their clients as needed. Right now, creating a series of playbooks that contain the templates looks like the best option. However, there are a few challenges: 1) Playbooks need to be associated with a specific account. One recommendation to work around this is to create a generic account and associate the template with this account. The challenge is ensuring that the emails are associated with the right account in our reporting. 2) You can only fire an email once from the playbook. So, each time an email is used, another CTA would have to be created with the playbook or the playbook would have to be replaced in order to use it again. Has anyone else built this out in an effective way and addressed these challenges? Thanks, Elizabeth

1070
nancy_bray
7 years ago
Denise
DeniseContributor ⭐️⭐️
posted in Customer Communities (CC)
Webinar - Secrets of a world-class community by KPN

Hi all, We'd like to share the webinar 'Secrets of a world-class community by KPN' with you that we hosted on May 23rd. In this webinar, Channel Manager for the KPN Community @Thomas shares his learnings related to building and maintaining an online customer community that drives innovation and saves KPN $4M annually. If you have any questions, comments or feedback, let us know! 🙂

460
Haiko
7 years ago
be_student
be_studentContributor ⭐️
asked in Customer Success (CS)
need help with Jess rule engine

I need to configurate Jess rule engine to the MySQL database. There is no so far information online. Does anybody used it before and can help me?

340
be_student
7 years ago
patrick_precord
patrick_precordContributor ⭐️⭐️
asked in Customer Success (CS)
Do customers see Timeline content (whether automatically or as an option)

We are looking to use Timeline an want to confirm capabilities.  Can we push a Timeline log, such as logging an email, to a customer or is Timeline content only meant for internal notations. 

420
patrick_precord
7 years ago
OVOdarran
OVOdarranHelper ⭐️
posted in Customer Communities (CC)
Exit surveys are live!

We are now just over 3 months since go live and have, as of yesterday now activated our exit survey on the site. We are excited to see the results of this over time to see if we are able to drive down PTC from our call centre. Of course this is a longer term goal, but its an exciting step in our journey! Anyone else seen good results off the back of the exit survey, anything you are using the exit survey for specifically that you have seen great success with? Darran

950
Daniel
7 years ago
louis_puster
louis_pusterContributor ⭐️
asked in Customer Success (CS)
Timeline external contact entry searches all contacts in salesforce

When creating a Timeline activity from a CTA on the cockpit and adding external contacts, Gainsight pulls in ALL contacts from your Salesforce database in the returned dynamic search. When this is done on the Timeline tab, the dynamic search is limited to the company for which the Timeline Activity is being created. The behavior on the CTA cockpit timeline activity creation seems like a bug.

290
sandeep_kumar
7 years ago
alexisvos
alexisvosHelper ⭐️
posted in Customer Communities (CC)
Search - Feedback needed

The search algorithm update has been released in april. See this topic To know if the improvements are satisfactory, we would like to hear your experiences and feedback on this. Could all of you participate in this short survey? https://goo.gl/forms/AMmJobLt7A8EmISd2 Thanks so much in advance!

800
alexisvos
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Report Completed by Due Date

Our leadership team wants a report to show 2 things: 1. Total CTAs Completed 2. Total CTAs Completed by Due Date Currently, we're just exporting the raw CTA data from GS into Excel or into Tableau reports. Has anyone created a similar report directly in GS?  Is it possible?

690
manu_mittal
7 years ago
dale_parent
dale_parentHelper ⭐️
asked in Customer Success (CS)
Load to SFDC Object - STRING to LOOKUP

I would like to use the Rules Engine to update two custom lookup (user) fields in SFDC.  I have a string containing the user's full name to use for the field mapping.  When I test the rule all records fail.  Thanks in advance for suggestions on solving this one.

690
dale_parent
7 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
asked in Customer Success (CS)
CTA attachments report

I'm working with a customer who would like to run a report on any CTAs that have file attachments. I wasn't able to find the data object that I could use to create a report to show this. Is this a report that can be created and used in either dashboards, C360 or ad-hoc contexts? Thanks!

970
jam
7 years ago
cj_odell
cj_odellContributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to log timeline activities on the platform level of salesforce?

Is there a way to log timeline activities on the platform level of salesforce? If not, is this on the product roadmap?

260
cj_odell
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Include Accounts Where No Data Is Available In Bionic Rules

It was called out to me by a customer today that the "include accounts where no data is available" is not there in bionic rules even though we are sourcing SFDC object for this data. In customer rules the checkbox is there, but it doesn't appear that we have that capability for bionic rules yet. Is this something we have road mapped or discussed yet? They are trying to fetch a data set where they have Asset "a" with no support cases. In order to achieve that we'd need to filter for accounts where data is unavailable to build this query. 

250
steve_davis
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Email Assist Size Limit

We're using email assist to send a recap email after an EBR and then attaching the EBR.  We're running into problems with the size limit which is limiting the ability of our CSMs to be able to use the email assist task.  Is it possible to increase the size limit at all?  The template alone is about 3MB and could be more depending on how much data we are presenting.

590
heather_hansen
7 years ago
nicole_hart
nicole_hartContributor ⭐️⭐️
asked in Customer Success (CS)
Cockpit Health Score Type Color

CSM Message:  "In cockpit, when the Health Score is RED the type/font color is black that displays the actual Health Score and is hard to read because of the two colors.  However, then you select the CTA the black number becomes white inside the red tile and it much more readable." Having numbers consistently white inside of red tiles will be easier to read/see.

420
sai_ram
7 years ago
tomasmouton
tomasmoutonContributor ⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
Webinar KPN - some questions to discuss

Hello everyone! First of all, great webinar 😎 . Very useful indeed. @Thomas, very nice presentation! Sorry I didn´t ask these questions on the webinar, but I ask them now so more people can contribute: 1) You don´t have an estimation of call deflection, so how do you come up with the 4M of savings? 2) How many active users do you have? (how do you measure it?) 3) Is there a limit number of Power Users for a community in your opinion? 4) Do you do a lot of customer care? Do you solve 1 to 1 issues? Or just 1 to N ? 5) What are the main (dis)advantages you see on these models? Hope to hear from you Thomas and everyone else! Regards, Tomas

660
Thomas
7 years ago
justin_weitzenfeld_799888
justin_weitzenfeld_799888Contributor ⭐️
asked in Customer Success (CS)
Email Assist: Document Attachments

Is it possible to attach a document to the email template using the Email Assist functionality so the user doesn't need to add it manually to each email individually?

590
nitisha_rathi
7 years ago
phil_kowalski
phil_kowalskiContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Rule Action Criteria in Bionic Rules from More than One Source

In the setup, I'm grabbing data from an MDA table and a Salesforce Object. In the criteria on the actions, I'd like to compare a date field from the MDA to a date field on the Object, but it seems like if I select the date from the MDA, it seems like I can only compare it to other fields from the MDA and can't use and fields from the Object. Is this is a limitation in Bionic Rules or is it possible I'm not setting things up correctly? 

210
sai_ram
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
May Release is Live!

The 5.6 May release of Gainsight is live in your orgs! Below are some resources to help you learn about the new features: Customer webinars: (for Gainsight Admins) May 24 Wed. 8am - 9:30 PT - focus on Adv. Outreach & Email Template updates -- reg link  May 25 Thurs. 8am - 9:30 PT - focus on Scorecards 2.0, Gainsight 360, Timeline, Rules Engine, Bulk API -- reg link Docs and videos: 5.6 Release Notes Scorecards 2.0 - 8 min. video introduction, including multiple scorecards Advanced Outreaches - 10 min. video introduction

320
lila_meyer
7 years ago

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