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7736 Topics
ramya_reddy
ramya_reddyContributor ⭐️
asked in Customer Success (CS)
When is the hard Bounce value set in the "Email logs" table?

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.

320
lila_meyer
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Report Builder: Unable to set Custom Color for Call to Action::Status Name?

Trying to set a custom color for the Call to Action::Status Name,  but it's not showing up as a field to which I can apply a custom color.  Any suggestions?

360
darkknight
8 years ago
ryan
ryanContributor ⭐️⭐️
asked in Customer Success (CS)
Reporting on deleted CTAs?

I have a request to build a report based off of deleted CTAs.  I don't think this is possible out of the box but wanted to confirm.  Is it possible to report on deleted CTAs?

1780
kevin_ly
8 years ago
jason_knape
jason_knapeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to initially setup Gainsight

Recently, I purchased a subscription for my company for Gainsight but I haven't finalized the SOW for the implementation piece.  I already have it installed in my SFDC instance and have taken the Admin 101 training but I can't for the life of me figure out how to set it up to simply show a list of my customers from SFDC and some of their attributes.  Can someone point a self-starter like me in the right direction?

1210
jason_knape
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight's Winter Releases & Upgrade Process

Gainsight's next major product release is tentatively scheduled for February 21, 2017. In order to deliver the highest quality product to our customers, occasionally we may need to delay a planned release by 1 to 2 weeks. We will communicate any date changes via the Community. (You can view the upcoming major release schedule in the right pane of the Product News & Updates home page.) In January 2017, we'll release several small patches, which will include a handful of minor enhancements.  Please review Gainsight's Upgrade Process for detailed information on how automatic upgrades are pushed, opt-out options, Sandbox upgrades, and more.

120
lila_meyer
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Survey Docs: Request for Customer Input

Our Survey feature documentation is consistently among the most-viewed, and I'm betting many of you have suggestions for how to make it better! If you are interested in participating in a live feedback session in a few weeks, please add your "Me Too" to this post, and I'll invite you. We want to hear your thoughts on how to make the docs more clear and complete; which could mean creating more use case tutorials, or breaking the content into smaller chunks/tasks, and so on. If you would like to share feedback directly on this post, please feel free.

400
lila_meyer
8 years ago
travis_centers
travis_centersContributor ⭐️⭐️
asked in Customer Success (CS)
Configuring CTAs - Importing Contact Details

We are customizing our CTA's so the CSMs do not have to search for information to inform their outreach. We are having issues with connecting information:  1) How to pre-populate Contacts field with primary contact?  2) How to populate contact information? We linked the Contact object to pull in a contact's information on the account. As opposed to displaying the applicable fields, it's asking to either create new or link to an existing account. I tried to link it to an existing account, but the account does not show up in the search.  3) How to populate case information on the CTA?  We are running into the same issue from #2 where the account is not showing up in the search when going to link to an existing account.  Any help would be greatly appreciated! 

320
travis_centers
8 years ago
roja_kode
roja_kodeHelper ⭐️
published in Customer Success (CS)
Best Practices for S3 project setup

Administration > Connectors > S3 Connector; + Data Ingest Job 1) Data Ingest Job Setup [i]Source CSV File AVOID having file name with leading spaces "Source CSV File" should match exactly with "File name" that will be pushed into S3 bucket [i]File Properties Ensure source CSV file properties matches with properties defined in Project Setup like Char Encoding, Quote Char, Separator,Header Line, Escape Char Do not send Char Encoding “UTF-8 WITH BOM” [i]Data Load Operation  UPSERT - Ensure you have right keys in place to identify unique records   AVOID changing UPSERT KEYS once data loaded into MDA object Utilize "Administration > Operations > Data Management > [i][Click on an existing object] > Update Keys - BETA" feature, to select UPDATE keys at object level. This will allow not to accidentally make changes to the keys in S3 ingest job and ensures integrity. 2) Field Mapping Source CSV field should match exactly with CSV heade

1410
ashok_dugaputi
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Sandbox & Demo Environment (MDA - Backend Infra) Planned Maintenance : Sunday , 11th December 2016

Maintenance Window :  UTC - Between 4:30 AM to 8:30 AM Sunday 11th December 2016 CST - Between 10:30 PM  Saturday 10th December & 02:30 AM  Sunday 11th  December 2016 IST   - Between 10:00 AM to 2:00 PM Sunday 11th December 2016   Activity:  Gainsight has planned a scheduled maintenance on MDA-Backend infrastructure for Sandbox & Demo environments. There will be no impact to Production Environments as part of this maintenance.    Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  NO IMPACT Data Processor Queue - MDA :  NO IMPACT    FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

580
rajendra
8 years ago
veronica_moore
veronica_mooreContributor ⭐️⭐️
asked in Customer Success (CS)
Milestone Dates

When adding a milestone, the drop-down year field only goes back to 2015. In order to add a date prior to 2015, we must select 'January' from the month field, '2015' from the year field and then press the arrow to the left of the month in order to get the previous year. The drop-down year column does not immediately update accordingly. When I exit the milestone creation and go back in, I can see the last year that I navigated to via the arrow. However, the cached years do not stay accessible for the customer when exiting and returning to the C360 screen nor are the years available for any other customer. So in essence, in essence, we'll need to finagle the year list each time we add a milestone. While this may not be necessary going forward, we're attempting to enter historical milestones for each customer.

610
darkknight
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Emergency Hotfix : Friday 9th Dec 2016

Hotfix Release Window : UTC - Between 7:30 AM to 10:30 AM Friday 9th December 2016 CST - Between 1:30 AM  to 04:30 AM  Friday 9th December 2016 IST -  Between 1:00 PM to 4:00 PM  Friday 9th December 2016   Activity :  An emergency Hotfix is being released for identified issue, where rules processing is experiencing Intermittent failures for Marketo actions.  Rules Queue will be held briefly during this release window which might cause minor delays.   Queues Hold Time :  1 Hour   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of  about 1 Hour expected.     FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please ope

350
mahesh_patil
8 years ago
rob_deaderick
rob_deaderickContributor ⭐️⭐️
asked in Customer Success (CS)
Email Service config option unavailable

Our installation process has stalled at the email configuration.  Our SalesForce admin is unable to select 'Gainsight email service' from the dropdown menu (see image).  In his view, this option is grayed-out. Does anyone know what could be causing this?

240
smorrisgainsightcom
8 years ago
rob_deaderick
rob_deaderickContributor ⭐️⭐️
asked in Customer Success (CS)
Main Menu Dropdown is Blank

My SalesForce administrator is able to see the full dropdown list of options in the Gainsight main menu bar (Home, Gainsight, Customers, Engagement, Cockpit, etc.).  When I log in, my drop down list is blank. My user has been setup as a Gainsight Admin, per the installation instructions, with permission sets: Gainsight Admin, JBCXM_GS_Permission. Does anyone know what could be causing this issue?

250
smorrisgainsightcom
8 years ago
amber_boaz
amber_boazContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Admin 101 videos have gaps

I'm in Module 10 and there are several gaps in video & audio (up to 40 seconds). The timer bar across the bottom of the video keeps going so I know I'm not inadvertently pausing. Has anyone else experienced this?

360
amber_boaz
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Editting Playbook Tasks

When I make an edit to the content of a task in a playbook via the playbook, that task gets automatically moved to the bottom of the list of tasks in that playbook.  That's fine if there are only one or two tasks because it's easy to notice and put it back in the right order, but if there are more than a few tasks, it can easily get missed, and then, the playbook tasks appear out of order moving forward.  The task shouldn't move on edit unless you physically move it.

740
aviv_caspi
8 years ago
Jorn
JornContributor ⭐️
posted in Customer Communities (CC)
Any best practices for setting up shielded research?

We want to start our first shielded-off research, and want to invite active members in our Community. Also, we want this research to have a continious cycle, connected to sprints from our developers team. Trying to work out this proces, we've run into some challenges. Maybe some of you already have experience with this, and can gice us some tips & tricks. Or share your best practices. I'll first desribe the cycle I would like to implement, and afterwards state the questions these pose. Process 1. Invite active Community members, with a detailed desciption with is expected of them. 2. Ask them to replay if they want to join, so that we can give them access to the bèta app we want them to test. 3. Starting monday, they will have 1 week to test the app. 4. On Friday send them the URL to the shielded-off Insided Research item. Give them the weekend to fill it in. 5. On Monday close the research item. 6. After collecting all the data and feedback, share this with the participant

980
Hugo
8 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Customer Info Standard Object in MDA

Hi, I know there is a new standard MDA object as part of November release. Also, we can use now the Gainsight Connect in order to store new data in that object. Will the data be stored in that object historically? or will it be overwritten in every new import? I'm asking because we have the Customer Info object from SF now and there we can find the most recent data and we would like to have a table for storing the data on a daily basis in order to see trends and historical data. Right now we have a custom object and a daily rule that loads new records to the custom MDA object. I want to know if the new standard object + Gainsight connect will give me the same functionality. Thanks, Aviv.

360
aviv_caspi
8 years ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
How do I create a report to show all accounts that have turned red in the last week?

I'd like to create a report of all accounts that on Monday morning at 8:00a (or whatever time) of last week were not red and this week are red. Can this be done?

280
dan_ahrens
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can you delete a matrix data object in Gainsight?

I have created an object in MDA to test it, and now I don't really need it! Can I delete it?

1080
ashok_dugaputi
8 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Create Outreach gives "User" and "Account" option?

When I go to create an Outreach, I now get this option, which is not documented. What is it?

450
seth
8 years ago
Diana
DianaContributor ⭐️
posted in Customer Communities (CC)
Q: how do you co-create with your community?

Unleash the voice of your customers and innovate together with co-creation Hugo de Vries & Bart Meerdink 95% of CEOs say getting closer to the customer is a top 5 priority. Needless to say, customers are king. Therefore, co-creation is in the heart of every modern business. Forming a community with your customers can provide you key insights into your products, process and campaigns. Hugo and Bart showed us examples of brands like Starbucks and Lego who use their community to take their business to a whole new level. Several questions arose in the session.

350
Diana
8 years ago
BartDelwig
BartDelwigContributor ⭐️⭐️
posted in Customer Communities (CC)
The three pillars of Sonos: what's your next bet?

In his inspiring keynote session Denny Haayen (Director of Global Customer Care Operations at Sonos) showed us that communities are the future. Since the start of their community in 2013 it has seen the biggest growth in terms of customer care. Bigger than e-mail, telephone or Facebook and Twitter. Sonos believes that their communities are the future, and will continue building them through these three pillars: Care, Beta and Brand. Goal 1 (Care): Establish a 24/7 crowdsourced community care. Goal 2 (Beta): Through their Sonos Beta community they create an effective feedback loop and an engaging experience for beta users. Through this community, they ensure faster feedback on their innovations. Goal 3 (Brand): The community needs to be a content platform that builds familiarity, brand preference and advocacy. What did you take away from Denny's keynote speech? In which pillar will you try and grow your community next, and why?

660
BartDelwig
8 years ago
BartDelwig
BartDelwigContributor ⭐️⭐️
posted in Customer Communities (CC)
Where do you see your community in 5 years time?

The future is looking amazing. Connectivity everywhere. AR and VR are becoming bigger and bigger. Every major player in Silicon Valley is placing their bets on machine learning and deep learning. Artificial Intelligence is getting more intelligent then ever. But if we look at all these amazing developments, it's not hard to wonder: is there a role for online communities in the future? Yes, there is. As Rogier van der Werf, Head of Consulting at InSided, concluded at the beginning of his presentation: “The digital experiences that get it right are those that allow us to be real humans.” The human experience is still at the center of all de best digital developments, and which platform is more human then your communities? That being said, communities will not stay the way they are. Nowadays they are mostly being used for customer care. Even in the room at InSpired, a live poll showed that 73% of the attendees now use their communities mostly for support. But with all these develop

500
BartDelwig
8 years ago
BartDelwig
BartDelwigContributor ⭐️⭐️
posted in Customer Communities (CC)
Brand publishing and how to get started.

So you've got your community. Why should people visit it, and what makes them come back? Off course, people visit for support, ask questions and your community helps them out. But your community is also a place where your fans can really bond with your brand, and each other. Brand publishing is the way to make this happen. You have to create content that is so relevant and appealing that people want to spend time with you and in that way you grow your community. How do you get started? Look at traditional media, for example. They are experts at creating successful formats, a strategy that you can use. Think about your favorite column in the newspaper, or the Carpool Karaoke of James Cordens Late Late Show. They are all formats. Recognizable, fun and informative. Formats can perfectly be used in communities, but at InSpired 2016 we heard that this is not yet happening. To get you started, we listed some possibilities in a poll. Which one will you start using? Or do you have other gr

170
BartDelwig
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Respecting Line Breaks and Character Counts

We are working on an email. In the email we have a list of things we need to populate. Each list is different for each customer.  We populated the information into an MDA table to pull into the email. When we drafted the email and started testing, we found 2 things: Line breaks are not respected when pulled into the email There is a character count limit. It appears character limit is 247. It would be great to 1 have MDA respect the line breaks and 2 not have a character count. Edited to add: We would also like to be able to use markup in MDA data we upload.

670
elaine_cleary
8 years ago

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