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7737 Topics
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
published in Customer Success (CS)
[INCIDENT] Elevated API Errors in MDA (Backed Services)

SUMMARY We're experiencing an elevated level of API errors. Initial analysis confirms DNS related issues with our Upstream service provider and they are investigating the same.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com. UPDATE Friday, October 21 9:20AM CST: Our service provider has resolved the DNS issue. During the outage MDA services including Rules, Outreaches and Data Processor were paused. We've restarted all services and are replaying any jobs that failed during the service incident. 

520
mahesh_patil
8 years ago
dillon_chambers
dillon_chambersContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Exceptions for Account Scorecards

The most recent release added the functionality for Exceptions for Relationships Scorecards. Is there a plan to add Exceptions functionality to Account-level Scorecards? Use Case: Concur would like their overall Score to be derived from either a Predictive Score or a Subjective Risk Scorecard measure. Ideally, the overall Score would be equal to whichever of these two measures is the lowest. I believe that the Exceptions functionality would help them achieve this, but they are not using Relationships.

640
abhishek_sivaraman
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Timeouts and delays in Gainsight application

Has anyone else been having problems with timeouts or lengthy delays in GS? Tried to create a new report in Report Builder - took 19 seconds to load the Repository.  Took 32 seconds to load after clicking "New Report." When I go to Administration -> Data Spaces....after 30 second I get a JSON error: I tried opening Administration -> Data Management....after 29 seconds MDA screen loaded saying No data found, which of course caused me to panic: Now....as I am about to post this...suddenly the MDA and Data Spaces are back.   Which is good...but this was very unnerving.  This was happening over about a 20-30 minute period. Maybe unrelated, but we've been getting a lot of reports over the last several days from CSMs about CTA, CS360 screens loading slowly - particularly in APAC and EMEA.  

490
alex_legay
8 years ago
brittany
brittanyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Allow Scorecard Comments to be deleted via the Rules Engine

We use number of Support Tickets as a metric in our scorecard. We have automatic rules set up to both fire CTA's and set the Support score to a warning level when an unhealthily high number of tickets is submitted during a set window of time. We have rules set to close the CTA's when this warning is no longer in effect as well as to return the Support score to a neutral level.  In our rule to set the Support Score to a warning level, we add a comment of how many ticket's they've had and what window of time. When we return the score to neutral, we no longer need that comment, but the current rule/action functionality wont allow me to just clear out those comments. Instead, I have to replace it with other text and " " (a space) is not accepted. Being able to clear the comments back to blank would be very useful since the original rule comments are now outdated and irrelevant.

690
johnny_burtchaell
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Label missing for DATE axes in graphs (Reporting)

I have noticed for the graphs were I use date fields in the By section, the name of that date field is not mentioned in the graph. And since I can have various date fields, it creates confusion, and I'm forced to clarify in the Name of the report, or in the Description. But not all my users pay attention to those...

340
cristina_postolache
8 years ago
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CSM Tip: How should a CSM use Reports and Dashboards?

1) To navigate to Dashboards, use the left navigation pane to select “Gainsight” https://lh3.googleusercontent.com/9-a-F_o5BXCvAy2XRUXD0cz6HGRfSBxb6G6AZSj7tMdrRXk7WFxTTzExGWe3zezh8pRdtuSMFsam1RpcAiCyVI_ZoZG6toMLUWUYsOhIkOwUuQoDwpkuY6jlQLzIbC0F-Qd0Z0ck 2) Select a Dashboard from the dropdown in the top left corner. 3) Use the wheel icon to export the Report to Excel or alter the field rankings https://lh3.googleusercontent.com/tY8DyNHs9dGMOuUgus2OKZXaiAnuX1xwIknZR6UnsLfDCN54RuG-xBtr9pwNkUdy5rqUOgYKqzpOym5_W7KQN9fNGN_rtmpgZvtJY9AOydhtwoXDVo-Rc5QttyeXKU50OrNdFHi5 4) Use the table icon to change the layout of the report https://lh3.googleusercontent.com/5nJrZV5UmzRjaTEbjsqnxs1R0u0rW33k2NiwZe_rvHFYqfLUKDhUrOznoI_73M3WX0v0XkST0AExXOXT1-pDq2c0JTH5-QwB4IoYlRzRLG7ZlrjDIpdHFzWlN8bJn4ooMUBBKdgNhttps://lh4.googleusercontent.com/Ib3cwKAYjduJNFevGLHAtD0qU91lRSg6dWRoOFFhn3GJiy3OKY-f3ZnSAzlUAqjTbnWWNa1guDzcBvpenHtIO0Li4vBBPp3xrVQujARTlF3645w2adqAdGw-SWMhSKgp8zWuUhQv 5) Use the filter icon

180
elena_painter
8 years ago
kaycee
kayceeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Reporting on Age between Tasks

We have recently implemented a Customer Journey Map that has 6 different stages, with their own respective CTAs/Tasks. We are trying to determine the age between tasks, and I'm not quite sure how to do that. I know there's the ability to report on how old a CTA is, but we wanted a more granular view of time between Tasks.

530
johnny_burtchaell
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Gainsight Scheduled MDA (Backend Services) Patch Release: Thursday, 20th October 2016

Maintenance Window :    CST - Between 02:00 AM and 06:00 AM, Thursday, 20th October 2016 UTC - Between 07:00 AM and 11:00 AM, Thursday, 20th October 2016 IST -  Between 12:30 PM and 04:30 PM, Thursday, 20th October 2016   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Services) as Patch Release.   This release has fix for handling of uppercase "CSV" extension in S3 connector archiving, archived files now will contain the timestamp for files with uppercase "CSV" extension. Queues Hold Time : There is no hold on any queues.   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 :  NO IMPACT   FOR MORE INFORMATION Please subscribe to this article for updat

220
mahesh_patil
8 years ago
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
October Vault Contest

We're having a Vault contest this month that everyone can win! Every customer who downloads 10 or more Assets from Vault this month will receive Gainsight SWAG!  Need ideas for Vault assets to download? Check out the ROI of Customer Success assets: Closed Renewal ARR Associated with a CSM “Save” Closed Renewal ARR Associated with a CSM “Win” ARR of Saved Opt Outs Closed Upsell ARR of CSM-Generated Leads Closed Upsell ARR Associated with a CSM “Win” Converted POC ARR CSQA (Customer Success Qualified Advocacy) Closed ARR where a Customer Reference Call Occurred Closed ARR where the lead source was a Customer Referral Closed ARR from Repeat Buyers Closed Premier CSM ARR & Advisory Services Closed ARR where a CSM was involved in the Sales CycleFor more details on how to implement, check out the ROI of Customer Success blog post. 

260
arnold_price
8 years ago
kaycee
kayceeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Adding SFDC Fields to the C360 Page

Is there a way to add SFDC fields to a new section in the C360? As far as I can tell, adding fields to the Attributes section is the only way to do this, but it would be great if we could create a new section so we can add other fields that are relative to the customer that CSMs can check/update while on the C360 page.

810
manu_mittal
8 years ago
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
published in Customer Success (CS)
Vault Spotlight: Tracking ROI of Customer Success

Interested in tracking the ROI of CS? Check out our Vault assets and blog post on Tracking ROI of Customer Success. A complete list of the supporting Vault Assets is included at the bottom of the blog. Highlights include: Closed Renewals Associated with a CSM “Save” -- illustrates how CS contributes to customer retention Closed Upsells Attributed to CSMs -- illustrates how CS expands existing customers Closed New Business where a Customer Reference Occurred -- illustrates how CS helps land new business

190
elena_painter
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Where is the Generate cURL button from Data Load Configuration?

I have created a new table to store a file with some daily usage data, and I would like for the file to be uploaded automatically to this table. When Gainsight was implemented in my company a cURL was given to the Product Analytics department to be able upload data automatically into MDA. But now I don't know where the cURL is. Has something changed? Before: After:

380
cristina_postolache
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Chatter feed not visible in Customer Success 360

I have a new user in Gainsight (with full access) but for some reason she is not able to see the Chatter feed. I suspect it might be linked to her profile and / or permission set, but I can't seem to find the problem. Does anyone know what setting should I have to make the chatter feed visible?

260
cristina_postolache
8 years ago
alen_horvat
alen_horvatContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Salesforce sharing settings - exporting presents a security risk

Salesforce sharing settings are not respected at all when user tries to export a certain dashboard for example. Sharing settings is in beta and there's a note stating that very same thing, however this should be resolved in the near future otherwise respecting Salesforce sharing settings doesn't mean much if any user can obtain all data through export.

250
sudarshan_vig
8 years ago
amanda_rudyj
amanda_rudyjContributor ⭐️⭐️
asked in Customer Success (CS)
Customer Search in Cockpit

Our CSMs need to be able to search the Cockpit by Customer. Grouping by Customer is not convenient with the number of accounts and CTAs they have.

410
seth
8 years ago
brainerd_daria
brainerd_dariaContributor ⭐️
asked in Customer Success (CS)
Refresh Tokens created for Comments in CTAs

We use Tokens in the Comment section of our Risk CTA that directly pulls from the description field from Implementation Projects. The description (token data) may change, but it will not update the comment in the CTA. We use this reporting for management review, and essentially, they are looking at stale data because the description has been updated since the rule has run (if a few weeks go by). How can we refresh the token values in comments for existing CTAs?

110
brainerd_daria
8 years ago
travis_centers
travis_centersContributor ⭐️⭐️
asked in Customer Success (CS)
How do I define when a customer moves from one stage to another in their lifecycle?

How do I define the event(s) that triggers a customer's transition from one stage in their life-cycle to another stage? Once created, how to I trigger a mass stage update to our customer base? I have looked all over the forum and support, can't find anything on this specific point, only triggering CTA's based on life-cycle changes. 

2190
travis_centers
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Formatting on data points in Reports when hovering over

I have several reports where I show ACV, but the numbers are highly unreadable because the amounts are in Swedish Crowns, and I would really love to see a separator used to make it more user friendly. This is the problem:

190
cristina_postolache
8 years ago
dillon_chambers
dillon_chambersContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Linking Opportunities to Milestones manually

Posting on behalf of Informatica.  We're aware that you can automate Milestones and have them linked to Opportunities, per this support article. It does not appear, however, that you can manually edit a Milestone from within Gainsight to link it to an Opportunity. We thought this functionality used to exist, but we cannot seem to do this anymore. Is this currently possible? If not, is this functionality that Gainsight would consider adding?

430
nitisha_rathi
8 years ago
brittany
brittanyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Prevent Time Out of Pages so Text Field Boxes' Input is Not Lost

Often my CSM's are logging their calls with customers into Chatter on C360 pages in real time and taking notes throughout the call. If the call goes over about 20 minutes, the page time outs, and when they click Create, all of their notes are lost and an "Undefined" error appears. This is a major setback for my team as not only are notes lost, but also work needs to be repeated for no reason. Please help fix this!!!

570
nitisha_rathi
8 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Add no-question text block to survey

I'm trying to add some "explanation text" to the top of a survey: Since signing on as a customer, you’ve been working with our customer team (Customer Success Manager + Technical Lead) to get the product configured. We’d love to hear about your experience with that ‘onboarding process’.I can't figure out how to add it, however. I tried adding a section header, but it's limited to 200 characters. I tried adding two section headers in a row, but only the second section header ends up displayed.Anyone have bright ideas! I can get around it for now by cropping it down to 200 characters, but that's sort of a silly thing to have to do.

360
raja kuditipudi
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Emergency Hotfix : Tuesday, 11th October 2016

Maintenance Window :    CST - Between 12:00 AM and 03:00 AM, Tuesday, 11th October 2016   UTC - Between 05:00 AM and 08:00 AM, Tuesday, 11th October 2016 IST -  Between 10:30 AM and 01:30 PM, Tuesday, 11th October 2016   Activity :   An Emergency Hotfix will be deployed on MDA (Backend Infrastructure).  Rules queue will be in hold state for about 1 Hour during this maintenance.  Soon after the deployment,  Rules queue will resumed as normal. With the recent release of 5.3 a few of manual runs for Power Lists are failing because of special character in email addresses. This hotfix  will ensures that Power List creation works in all cases and email id's with special characters are reported as failed records correctly. Queues Hold Time :  1 Hour   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT

350
mahesh_patil
8 years ago
daniel_oberes_b2e3e0
daniel_oberes_b2e3e0Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Set number format for abbreviations - $3K vs $3,200.32

Would like to set number formatting. In excel, you can set the format $3K instead of $3,352. Complete accuracy is noisy.

460
lila_meyer
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Emergency Hotfix : Friday, 7th October 2016

Maintenance Window :    CST - Between 04:30 AM and 06:30 AM, Friday, 7th October 2016   UTC - Between 09:30 AM and 11:30 AM, Friday, 7th October 2016 IST -  Between 03:00 PM and 05:00 PM, Friday, 7th October 2016   Activity :   An Emergency Hotfix will be deployed on MDA (Backend Infrastructure).  Rules queue will be in hold state for about 30 Minutes during this maintenance.  Soon after the deployment,  Rules queue will resumed as normal.    Queues Hold Time :  30 Minutes   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 30 Minutes expected.   FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, pl

170
mahesh_patil
8 years ago
linda_lam
linda_lamContributor ⭐️⭐️
asked in Customer Success (CS)
Notification/Alert Whenever Account Owner Changes

We're trying to create a rule that alerts the CSM on the account of whenever the Account Owner (Sales Exec) is changed in SFDC. We've enabled tracking of the "owner" field in SFDC but want to see if there is any other option outside of creating a CTA/post to chatter to notify CSM of the change (too much noise in the system). Can we use the account Alerts feature?

230
linda_lam
8 years ago

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