Discuss Gainsight Products

Ran into an issue this week that doesn't impact Load to Customers functionality (thankfully!) but it does impact the Execution Log results. Basically, we have some accounts that have unique SF IDs, but the exact same name.  When testing a "Load to Customers" rule, only one of them was showing up in the execution results.   When running the rule live, the duplicate account names do all get loaded to GS as expected, but the log file results are inaccurate. According to GS L2 support, this is a known issue.   Which raises the question:  is there a place here in the community or on the GS GO site where all known issues are getting reported?  Would be helpful to have those items published to save us time trying to figure something out that's already been identified as an issue.

a contact that is currently on an account under the Person Module needs to be removed.  There is no way to do this that I see

Is there a row limit when using the pivot function on the report builder? As an example, I have built a table with 1000+ rows, one row row per month per customer. However, when I apply a pivot by month, it changes the report to only have 81 rows. Since we have around 700+ customers in Gainsight, I am expecting around 700 rows and not 81.

Before I begin, this could be resolved if we could just assign a weight to score Groups... I have 8 measures that I pulled together under a Support score group.  The Support score should equate to 30% of the overall score. If I have done my math correctly (which is always a valid question), this should come out to 3.75 % per measure. When I enter 3.75 for each of those measures, the total only adds up to 24. Of course if I change them to 4, it equates to 32 and if I drop them to 3 it equates to 24 also (the tool automatically does the latter f I submit and view the weight distribution again) How am I supposed to split up measures across a group if it won't honor the decimals (that it permits me to enter)?

I am trying to pull a report to show unique opens and unique clicks against a list of AOs. Using the AO Emails table, I grab the Email Open Count and set the Aggregation field to Count Distinct and the Column Calculations to Sum. I want each AO to show me how many emails were sent, how many participants Opened and how many clicked. If a person opened or clicked multiple times, I want these to count as 1 person in the respective operation. I am just unable to get this to work. I get numbers that do not match the reality. When I don't put Count Distinct, of course, I get the sum including doubles, triples, etc. Of course, I can use a filter in the formula like Email Open = true, but then I am limited to that column and loose the capability of reporting number of emails sent, clicked, etc.  I must have missed something...

The Product Marketing team is working on creating new messaging and materials around our Relationships and Rules Engine functionality and are looking for advanced/interesting use cases of how our customers are using these features. If you're using these and have a use case you'd be open to sharing, it would be much appreciated. Feel free to shoot me an email if that's easier at cfriscic@gainsight.com. Thanks in advance.

I have 18 fields in my report but the count of fields in the Show me section shows 13. Is there a limit to the count? I'm trying to validate I've pulled in the correct number of fields into my report.

Howdy, our onboarding team would love to see the sales persons interraction notes when a new customer signs up. How would one go about capturing Sales notes in Gainsight? Ideally, is there a way to send notes captured in Salesforce into Timeline? Thanks in advance.

I need to update the status for around 150 customers but the best way I can find to do this right now is manually.  We've exported the clients for review in order to go through and decide which need to be changed. It would be great if we could just import this back into Gainsight to make the change instead of having to build a rule or do it manually.

As a CSM, I need to see the scorecard roll up to the ultimate parent so I can understand the overall health of my client.

We've been working this on a while and can't seem to come up with an easy solution. I have a list of over 50k emails I need to contact from an unindexed MDA object. Besides their name, these emails are linked to a specific account name, and an SFDC ID, but nothing else much to make them unique in a way that's meaningful. I want to comm all of them, but not at the same time. There doesn't seem to be an easy way to segment them into say, groups of 5000, and Support was not able to point me in the right direction. We can probably go back to the base level data source in our company and use its index, but that means there's no randomization, and I segment my customers by tenure, which is not ideal. Plus I'd need to work in a couple weeks of time for R&D to expose that data to us. I'd love to hear solutions anyone has come up with, especially if it still allows us to use Advanced Outreaches as our solution.

Editing and creating success plan templates as they exist is sub optimal. Pretend you have v1 of a success plan template.  Said success plan has: Prepare stuff Do thing A Do thing B Execute C (in our case, some of our success plans are 12 + objectives long) Later, you realize through some post mortems that it should go B then A.  Hurray!  You now have to recreate the entire success plan from scratch.  I would suggest: * Allowing reordering of objectives (drag and drop, similar to capabilities in playbook editing for example ... or rule chain) * A save as button .. so you can save SuccessTemplateV1 as SuccessTemplateV2 for example (much further down the line the ability to detect those success plans using V1 and automatically upgrade them to V2 saving current status of CTAs, any things that had been added to the instanced Success Plans, etc.)

I have a customer that has customers with multiple currencies in their Current ARR field (on their account object) as you can see in the following screenshot:  However, when I try to display that field in the C360 Summary as well as the Attributes section in the C360, the Current ARR only displays in pounds, which is this customer's default currency in SFDC.  This is obviously an issue because it shows a customer with a $50,000 contract as a £50,000 contract. Big difference.  At the very least, this issue needs to be addressed, and I understand from Support it's an enhancement request. I'm also having an issue when trying to load their Current ARR field to the ARR field on the customer info, which I would like to do in order to utilize our revenue band feature. 

I have created a stacked column chart to visually show the progression of a specific CTA's tasks by status (open/closed). In the chart, the Subject (or Task names) can only be alphabetized, not sorted to represent the order they appear in the playbook. We named our tasks starting with Task 1, Task 2, etc. to get around this, but I have 1 larger playbook that goes up to 10 tasks. Reports alphabetize Task 10 before Task 1. Are there any additional ideas to show these tasks in chronological order?

I put this question as a response to something else somewhere. It is worthy of it's own question. I love that I can create timeline activities from CTAs and sync them with salesforce. This is incredibly useful. However, if I am not in the CTA, I don't have any idea what CTA this activity is related to. This is particularly an issue when they sync to salesforce and the sales team really has no idea what this about. I can put this information in the subject line to help but it would be very helpful if there was a better way. When syncing to sfdc, there is a field created called CSM Activity Type where "update", "call", "meeting", etc. is place. I would like to be able to push additional information form the CTA to salesforce as well. At the very least, the name of it but really any field that is on it. Is there a way to do that that I am not aware of? 

Hi there, Our users ask for the meaning of the reputation bar. Is it true that it fills on the basis of the number of likes? Or are there more variables that cause the bar to be filled? I have been advised not to tell you what the reputation means exactly. What do you answer to users who ask for it?

My customer copies their email from the Google Docs after it has been reviewed and vetted by their marketing teams. They have noticed that while the email looks OK in the Email Preview and in the Email Template view when they send out an email and view them in their inbox, they see an extra *Enter*. So, where there was just one line between two paragraphs, there are two lines in the actual email. How can they avoid this? Is anyone else seeing this issue?

How are others calculating their NPS Score for a client?  Is it a conglomerate of many attributes or just a survey here or there?  Do you ever combine surveys that are taken at different times to creat an overall NPS or is everything seperate?  Thank you.

I'm creating a CTA in a Program Survey Model. How can I assign that CTA to the CSM? I don't see the CSM in the "Owner Field" drop down even if it's selected in my participants Query. 

I can't figure out how to make the cockpit accommodate the short tasks that come up each day. Our CSMs are in the habit of creating tasks for themselves in SFDC. I'd like them to be able to create tasks for themselves in Gainsight, but CTAs make it super inefficient. For example, if they want to remember to check if a purchase order came in on a certain day, they will need to create a CTA, and then create a task in that CTA. This is time I'd rather have them spend supporting customers.

Formatting in a CTA description field consistently gives me issues with formatting. I open a new CTA - go to the description field - attempt to add text and it doesn't allow me the opportunity to type...at all...I have no idea why. I close the CTA and go back in - same experience. It doesn't allow me to copy and paste text in either.  This happens randomly and I don't understand what causes it. I can show you firsthand and also have a screenshot of what it looks like when I FINALLY can add text - you can see it cuts it off. Frustrating :( 

CTAs are loading very slowly or not at all

Our CSM's occasionally have to go back to a timeline entry a few weeks later to make an updated. Either additional detail to a conversation that was logged or additional details on a resolution to an issue that was logged. Currently, they would have to keep in it drafts until they were 150% confident that no additions would be needed which can be difficult to predict. 

I'm trying to use the outer join "Retain all records from both datasets" option in a Merge task in a Bionic Rule that is bringing together data from three separate MDA tables.  I want to merge on the field that corresponds to the Email Address of the client.  Not all clients are represented in each set of data (ie - in this case there is no one table that includes all clients).   However, because I can't include both "User Email" and "User Email" in the Show Fields, some of the email addresses are getting left off of the results and I'm left with data points (number of downloads, for example) that have no contact identification information. I therefore can't load this data to the MDA table using this field as an identifier.  When I rename the fields to "User Email" "User Email 2" "User Email 3", etc, I am able to view the email for all  results however I'm not sure of the best way to load this to the MDA table, as I now have multiple fields conta

This is a special Shout-Out to a growing list of Community members who often go above and beyond to help others by sharing fantastic feature ideas, providing detailed solutions to problems, and answering tricky questions! Their contributions help improve the Gainsight product and make the Community an amazing resource for all of us! https://lh6.googleusercontent.com/UxI467eqFJQuTcgHEabywKKElOMsjJHI8HVzTLc2xrG1Qo16GHjSdqd4uqNVLnYs0-s7IlEQzebQ6hkqHiHLnH6SCxB2PAQL-OCxIyKtWFXCRnpEZ9-WWbLLLeO1pPHsGnHGr5Xx We want to recognize and appreciate the following Community Members for helping their peers this past month: Kelly Margi Jeff Kirkpatrick We will be in touch very soon to send you a small token of our gratitude! Also, a special thank you to the following Community rock stars who are continuously helping others on the Community! We’ve got our eye on you. ;) Pele Ahloo John Applebaugh Sagan Sherlin Matthew Lind Marcelo Buil Faust B