Discuss Gainsight Products

We want to schedule a survey to send out initially based on a date field ("Training Date Completed") in Salesforce, and then every 3 months after that. So for example, if the "Training Date Completed" is 1/1/2018 on an account, it would send a survey that day, and then every 3 months after that (4/1/18, 7/18, 10/1/18, etc). I know how to set it up the initial powerlist, but is there anyway within Gainsight to schedule the ongoing ones? I think a workaround would be to add a "Next Survey Date" in Salesforce, and then use workflow every 3 months to update that date, and build a powerlist off that. But I'd rather do it strictly within Gainsight if possible.

I have a CSM Sentiment measure in my scorecard that lives outside of a Measure Group. With the upcoming feature to be able to report on the same Measure Group across multiple scorecards, I am wanting to move my CSM Sentiment measure into a Measure Group but it doesn't appear I am able to do that. I try to drag the measure into the group and it won't drag there. Is this possible to do without damaging the history maintained for that CSM Sentiment measure?

The search tab in the Customer section of the engagement tab doesn’t allow us to traverse with ease. For searching for a customer on page 2 we will need to redirect to page 2 we can’t perform a search and get results from the entire dataset. Using the filter can be a hassle sometimes. Is there a way we could search for the customer by searching the entire dataset rather than just the current page. Using the filter to search for Accounts can be a hassle sometimes. Is there a way we could search for the customer by searching the entire dataset rather than just the current page.

For orgs that opt-in to automatic upgrades, your Sandbox orgs are being upgraded to v5.22 now. The Production upgrade is scheduled for January 22. Draft release notes are available now. Below are a few release highlights: Quickly understand Program schedules in Journey Orchestrator. Enhancements to the calendar view allow you to view publishing schedules across Programs alongside refresh schedules for Program power lists and bionic queries in a holistic view. Drive greater efficiency and reduce processing delays in Rules with the ability to automatically trigger rules to create a dataset from a csv file in the S3 bucket. Find the information you need more quickly. Reporting enhancements enable you to visually group rows/records in a report by a dimension type field (i.e. group accounts by stage) to more easily view customer insight. New Scorecard design and new view in the Scorecard 360 section offer an enhanced user experience.  

I'm wondering if JO has a way to breakdown a contact list into batches? We have a massive list and would like to send an email to 50k contacts at a time to not pressurize our sending IP. Is our only option dividing the list into different csv files?

If someone has replied to a question (and the topic type is "question" as well), then this reply can be marked as the best answer. There are three different types of users who can mark a reply as the best answer: The person who asked the question Everybody who visits this question via the Control environment Users who have one of these primary roles: Super user, Moderator, Community Manager, Administrator Who can unmark an answer? It happens that users mark the wrong reply as an answer. Everybody who can mark something as answered can also "unmark" it again. After that, another reply can be marked as the best answer. Tip: Want to know when you should mark something as answered? Check this topic.

Is there a way for me to add more fields into this section of Scorecards 2.0? There is a field from the account that I would like to pull over.

I am not sure if this is the desired outcome, because I have seen in reporting before where the scorecard fact object will actually display a small color box. But all I am seeing under the color field is the HTML color code. Is this intended to be this way?

Is there a way I can create a line chart showing the % of CTAs closed within 7 days summarized by week (created date) and filtered by assignee? I feel like the data is there, but not sure how to set up a report to show it in this format or if a custom field calculating the % may need to be created.

Hi all, Is it, in any way, possible to add an image to a PM?

Just wondering if its just our community or if this is a wider issue? It's not causing a problem as such, other than seeing loads of them being created so we have to keep filtering them out when we are trying to track the success of a piece of work to drive signs ups etc. We've reported several times to the support team and they have been great at blocking certain domains that are clearly spam but it doesn't seem to be getting any better............

I am currently having issues with the Sponsor Tracking feature. It works only intermittently so for some users within certain accounts I am unable to select a profile and track the sponsor. This is the procedure I follow: Go into the account > sponsor tracking tab > no sponsor is tracked, therefore I click on + Sponsor > choose the user > click on track (under action column) > a pop up window opens and it keeps on loading > after a while it says "Unable to process request at this moment, please try later." > if I input the linkedin URL I am unable to click on search.​ I have tried for multiple days in a row and every day the same error message appears. What can I do to make sure the sponsor is tracked?

The majority of our employees do not have access to Salesforce/Gainsight, and we use the Users object to map them. This allows us to share dashboards and share360 objects easily, as well as reference them in reports and timeline entries for their clients. However, every person needs to be added & disabled manually, requiring our Gainsight admin team to regularly maintain this list. Instead, if the Rules Engine could insert/upsert or the Connector tool could map to the User object, this could be handled automatically.

is it immediate, or is there a lag?

Hi, ​We collect monthly data related to our customers thru our CSMs. It would be great if in the custom CTAs would could have the option of pre-filling the fields with the current value of that specific field. The CSMs will then be able just to update the values without starting all the time from scratch. Thanks.

Posting on behalf of customer! When pulling from the Scorecard History tables in MDA, it'd be helpful to have a "Latest" or "Most Recent" option when filtering for the Snapshot Date, to ensure that customers are getting the most recent data when pulling the data for rules or building reports!

In our SFDC Contact object, we have a field that represents the user ID of the contact in our own app. In our usage data Gainsight object populated from our app, we also have this user ID on each record to show who created each "deal". What is the best way of linking these so I can see all "deals"/records created in our app by Contact X (by name or email)? Do I need to store all this contact data in a Gainsight object as well or can I lookup from the Gainsight object field directly to the SFDC contact custom field?

Hi all, I created a check box custom field on the Customer Info object in SFDC. The field is called "Has Sponsors Tracked?". My objective here is to figure out which accounts do not have any sponsors being tracked. I set up a bionic rule to identify accounts that have sponsors. If there are sponsors, I want the box to get checked off. If no sponsors, I want the check box to stay blank (false). Has anyone done anything similar? I can't seem to get the rule to update the check box so I am stuck on the action step of the bionic rule. Once this is done, I want to create a report to display accounts with no sponsors being tracked. Thanks!

A request came in from my team to put together a dashboard for AO analytics. They want it in the format for a quarterly summary as the purpose of the programs are to automate webinars, training etc or renewal due reminders for our smaller customers. Has anyone done anything similar? I cannot seem to summarize the results in a quarterly formatting. Below is a summary of what I am looking to put together: Reports A bounce back email list: Account Name, Account ARR, Product Family and email from bounce back, Next Renewal Date Quarterly Summary: • # of Tech Touch Outreaches->Successfully Delivered->Email Opened • # of Email Assists Sent-Successfully Delivered->Email Opened • # of Opps where nothing was sent • # of Customers who unsubscribed from outreaches • # of CTAs sent to Team by Bill To State Thanks, Joe

Is anyone else experiencing this? We uploaded ppt template with "Blank" slide of one font size but the output produces titles with larger font sizes, inconsistently (so we uploaded 30pt, but the Success Snapshot export is 38pt or 34.2pt font. Is this a known issue?

Over the past little while we've seen intermittent error messages when loading pages within our inSided community. As of about 30-60 mins. ago, this is all we're seeing (assuming related to the U.S. outage message received not long ago?) Can someone provide any info. related to this and an ETR for when we can expect this to be fixed (both the current outage issue, as well as the ongoing errors we see?)

Hi! We are now using the widget, and we like it! We use the curated content to make sure the how-to's, FAQ's and training material are always displayed on the right page. We do this, because the sorting algorithm of the widget gives topics that have been answered priority (which I think is awesome). But because not all topics are about the full context of the page, we want to display some topics we've written first. Now: we have 101 topics that we've written ourselves, and I want to link those topics to the proper pages. I hoped to be able to tag the topics I've already done, and create a filter of topics I still have to do. What I would like is that I'm able to create a filter 'moderator tags' 'does not contain' '....'. Does anyone have a workaround? Note: we cannot use labels, because we use those for other purposes. For now I'm using the following workaround: Remember the newest topic I've added as curated content Remember the date of the oldest topic I've added as curated

In an outreach we sent to customers i clicked on the "manage subscription preferences" at the bottom of the email curious to see what it looks like for customers. It takes you to a window that gives two options: 1) Opt out from customer success communication 2) Opt out from survey emails I'm not comfortable with the language of the first one, because it's implying we're giving them the option to unsubscribe from all communication sent from the customer success team.  I suggest changing this to just say, "Opt out from this email communication", or something like that. 

Global search configuration is honored in Global Timeline (The following enhancement was added in the 5.21.3 patch release on Dec. 26.)Timeline now honors the global search configuration performed on the Administrator page under the Customer Search Settings section as shown below. Timeline provides the same configuration/search capabilities in Global Timeline’s Relates To field. Users can now search on Account/Relationship Name mentioned in the Related To field.Note: This search configuration is already part of Gainsight application. With this release, Timeline started honoring this configuration for both Account and Relationships.  The search will be performed on the initial three letters of the Account/Relationship name. The records are searched from the list of Account or Customer Info Objects and a list of matching/close to matching records are displayed. The UI has been enhanced, as shown in the image at the top of the page. Global configuration also helps users to search while fi

I created a multilingual survey according to instructions provided here It went well but I have two questions: - There are properties such as Survey Description, Footer note, that are not translatable so the text remains in English. Any plan to address this soon? - Also, I was hoping to create a different English version, in order to change the words "Very Unlikely" and "Very Likely" that appear at the ends of a satisfaction scale to "Strong disagree" and "Strongly agree" which are more appropriate when I do quality satisfaction surveys.  Any way to substitute the default that is, replace the English(US) default? Just for a given survey. Thank you!