Discuss Gainsight Products

Currently we are not able to migrate scorecard 2.0 rules using the migration tool. This is becoming a tedious task since we have many rules which use setscore 2.0 actions. So I would request Gainsight to solve this issue in future releases.  Thank You

One important requirement for this feature that I don't think was ever explicitly stated by Gainsight is that your org must use DKIM verification on their email servers. Our org uses SPF verification, so even though I signed up for the beta of this feature, it is not able to be properly implemented. This is disheartening for my entire team as I excitingly told them about our participation in this beta, only to come back and disappoint them. I hope that the products team is looking into solving this because I can imagine that my organization is not the only one who's email servers are configured as such. Thank you

Hi! I could really use some help on creating the logic to trigger this CTA. Goal: To fire CTA if the account has had 3 months in a row of 'risky' healthscores. For our instance, I am just trying to look at the overall score instead of each individual measure. So, if the overall score for the account was under '40' for 3 consecutive months, I would like to fire a CTA for the CSM. I'm working off of the Account Scorecard History MDA object. The current problem I am having is that the logic will pull in accounts that have had a 'risk' healthscore at least once in the previous 3 months but otherwise have been above that. So, I don't want to fire the CTA for these accounts. I think I need to use a few more steps in the rule but unsure on how to proceed. Is there a Transformation task I could leverage which would look for that healthscore to be risky for 3 straight months? Any help would be appreciated!!

We are using sponsor tracking to flag when a decision maker or influencer has left the company. I am trying to set up a new scorecard measure to set a score to red if a DM leaves, or green if the DM is still intact. Is there a way I can do this directly using Sponsor tracking reporting? Or is my best bet to use the automated rule that creates a CTA, and to set the scorecard if there is an open CTA for this?

Hello, I am trying to set up a pivot task to get the AVG NPS score of an Account over the last 180 days. I am going to use this to Set the Scorecard based on the AVG NPS. I am pretty sure I can accomplish this using a Pivot task but I am stuck. Not entirely sure how to finish the Pivot to get what I need and also, I am not able to set the score because it says I don't have an account attribute, even though the account ID is present in my rule. Any help is appreciated!

Is there a way to export the output of a Programs query builder? Our contact lookups are convoluted, so I almost always use the query builder to generate a participant list for our Programs. In doing so, I am left with several pages of contacts, with no way to export the entire list. When executing on a similar task (i.e. Bionic Rules), I am provided a file via email that shows the final output of the data set. With Program query builders, I only get an email on whether or not it was successful and how many participants are included. Am I missing something?

I'm trying to understand just how the delayed status functions. I have a program that sent an email on 10/11 with the Participant Log indicating a subsequent drop on the same day.  According to this page, delayed is defined as: [i]Delayed: [i]The email is temporarily unable to be delivered due to a temporary glitch. This glitch could be reaching the hourly limit of emails to that domain, or something similar. This state may last for a max of 72 hours and after that the email will be marked as bounced. It seems as if my delay lasted mere minutes before being marked as a soft bounce. Which brings me to my next question of soft bounce: [i]Soft Bounced: The number of emails bounced because

Hi friends, I'm building a Program to automate part of our renewal cycle. I have a couple variants I'd like to use that will be sent to different customers based on a field on the opportunity in Salesforce. We are currently adding additional values to this field (picklist) but it may not be updated for some time. If I set a variant to only send to a customer if this field equals particular value and that value will only exist in the future (the field is always there), will this impact the future sends in this program once that new value is available and begins to be populated in the field? To me, it seems like email sends will be fine since the filter on the variant is set to defined condition (i.e. Field = Value 1) so it will only send once that value exists. However, in the query, I am filtering based off the field as well to exclude everything value except one value that currently exists. I'm assuming that once a new value is added to the pick

For orgs that opt-in to automatic upgrades, we pushed version 5.21 to your production environments on Dec. 11. You can see what's new in this release in this 6-min. video, and check out our release notes for more details!   Highlights include: Social tagging in Timeline posts – Social tagging allows you to tag Gainsight users within Timeline posts using the '@' symbol and their name; email notifications for tags make it easy for teammates to know when their help or attention is needed for a customer. Easily make the switch to Survey 2.0 – This release provides a utility to support migration from Survey 1.0 to Survey 2.0, to save y

Currently Sally will only query data if the name that is entered is the full name of the account inside gainsight. For accounts that have a long name it would be nice if in the future you could abbreviate the name so that your search in sally isn't so long. You're also less likely to mess up the spelling of the account sense it has to be word for word. :)

I started testing out the internal user tag for Timeline (@mention). I noticed some behavior that caused me to wonder how this is configured as it seems to be somewhat inconsistent. When I start typing @ with the user I'm trying to tag, I am able to find some users but not all. I checked the Data Management > Users table and can see the user that I was looking for within the data table. At first I noticed they didn't have a Gainsight license enabled, which wasn't listed as a requirement in documentation. So, I decided to check another user that doesn't have a Gainsight license and was able to successfully find the second user to tag from Timeline. Why was I unable to see one user from @mention even though they are in the Users table but see other users? I feel like the query is a bit inconsistent. From looking at our Users in SFDC, I know we have a number of users that are external contacts that have been added for one reason or oth

I would like to rotate the units, in this case dates, to report vertically instead of horizontally because the dates are over running each other and are not clear to read anymore. Is this possible? If not, can you change (decrease) the intervals to have fewer dates to be on the X-Axis? Thanks in advance 🙂

If a Shared 360 link is sent and a sponsor leaves, can we update the link so the old sponsor no longer has access?You can revoke access to the link through the access tracking page in Administration. Start by Navigating to Administration > Sharing > 360 Layouts. On the 360 Layouts page, click Manage Layouts. Hover over the number of Active Users for the Customer(s) you wish to revoke access or delete and the Revoke Access option will display. You can either click the Revoke Access option to remove access for all users for that customer OR you can click on the number of Active Users to individually revoke access. 

I am looking to log historical scorecard 2.0 comments in an MDA object, and I'm wondering how best to do this. I thought it could work to have an MDA table to which comments are stamped every time a new comment is entered (with the corresponding score), but I'm unsure how to have a new field created on said table every time a comment needs to get stamped. Any ideas on how to do this, or simply on a better way to log historical comments?

I've always found it interesting that to get to MDA, you have to go through Data Management. The only thing in that section is the MDA objects. I'd like to propose renaming it to "MDA" instead of "Data Management".

Today, we don't pull accounts into Gainsight until post-sale. However, our managers would like a report on their Gainsight dashboard that shows pipeline opportunities. I've created this report, however the Account Name hyperlinks to the C360 page - which doesn't exist for these accounts because they are not closed deals yet - so when you click on the link it takes you to the "Please search a customer" page. Is there a way to link to the Salesforce account page via a report that does not require a custom field?

I scanned a rule using Gainsight Analyzer. One the alerts was that an object was not found. I can see in the results that it is a MDA type object and the object name is something machine readable but gives me little to go on to understand where this object is located and why it might be missing. Is there an easy way to query by object name within Data Management?

Hi all! Our CS team is planning to send out monthly progress reports to customers so they know where they are at on some important metrics. I am curious if someone has leveraged Gainsight to do this. I know we can tokenize practically any field from Salesforce but ideally, we would like to integrate graphs that can also show trends. The challenge here is to automatically populate the graphs for the particular contact's account. Here's how the structure would roughly look: Is this beyond JO's scope for now? Would love some insight i

We would like to give a special Shout-Out to a few Community members who have recently demonstrated Success for All in the Community. The following members have gone the extra mile to help others by answering questions, solving problems and sharing creative ideas. With so many helpful members, the Community grows stronger each day! We want to recognize and appreciate the following Community Members for helping their peers this past month: Nancy Bray Jeremy Curry John Mehlhaff We will be in touch very soon to send you a small token of our gratitude!   Also, kudos and special thanks to these members who are continuously going above and beyond to help others on the Community: Pele Ahloo Manmeet Dosanjh Marcelo Buil Jeff Kirkpatrick Diane Morneau The Community is an amazing resource for all of us, but only if we continue to share our knowledge

Is there a way to order the health bar charts in this order: Green, Yellow, Red?

After doing some digging on G360 and license usage we found there to be a discrepancy from the User object and G360. This in particular is an example of LIcense data being used. The license usage data that is shown in G360 is shared from Salesforce and shows the actual usage number for licenses; however when GS Connect runs it only syncs active users with GS licenses to the User collection (MDA). In some cases we find that when a user who is no longer with a company they are made inactive and that change is not synced to the MDA object because it only syncs active users. Then when building a report on that MDA object the count looks higher based on the MDA data as its not updated.

Hello, I am having an issue creating multiple conditions in a conditional wait step within Journey Orchestrator. When I click '+ Condition' there is no response. After trying all other avenues to resolve the issue, I conferred with my colleague. We determined that she is able to access that functionality AND that we were working on different software versions. Has anyone else experienced this issue? Any recommendations to resolve? My Software (more up to date):  Google Chrome version: Version 69.0.3497.92 (Official Build) (64-bit) iOS version: 10.13.6 Colleague Software:  Google Chrome version: Version 59.0.3071.115 (Official Build) (64-bit) iOS version: 10.12.6

Hi! Can anyone tell me how to sort posts in the control environment's Forum Overview by "Last active"? As is, the default sorting seems to be based on number of replies, even when I've removed "Status" and "Replies" from the columns I choose to display. I can manually sort by clicking the "Last active" header, but I would prefer to see the most recently active posts automatically when I sign in. Thanks! P.S. As a follow-up, each time I leave the Forum Overview to edit a post, I have to re-sort the posts manually by 'last active' when I return to the Forum Overview.

Hello GS fellows! I was wondering if anyone has successfully managed multiple NPS programs out of Gainsight? Our use case is running a regular NPS survey for our customers but also running an NPS program for our Partner contacts. These partner contacts are not direct customers but have the ability to bring many customers thus it's important to capture their sentiment. My concern is how multiple NPS surveys would affect the inbuilt dashboards and analytics since we would like to keep both groups completely separate. Our NPS for customers is also not live in Gainsight today but since we are in the planning stage, some insight would be appreciated on what is possible within the platform.

Gainsight's V5.21 December release is live in Sandbox orgs that take automatic upgrades, and the Production release is coming Dec. 11! You can read more about the release in our draft release notes.    Here are a few highlights: Social tagging in Timeline posts – Social tagging allows you to tag Gainsight users within Timeline posts using the '@' symbol and their name; email notifications for tags make it easy for teammates to know when their help or attention is needed for a customer. Easily make the switch to Survey 2.0 – This release provides a utility to support migration from Survey 1.0 to Survey 2.0, to save you time and effort switching to the latest and greatest Gainsight's Survey has to offer. Access Sally the AI bot directly in the Gainsight app&