Discuss Gainsight Products

I am unable to group by a user/name field, and I think this may be because the data type of this field is a formula. Are formula fields not able to be grouped by even if they contain non-numeric values?

........how do you achieve this? Does it work? I was chatting to Tim at NLE and he mentioned they have this and it allows them to share information with them but not with the rest of the users. It sounds like a good way to really engage the superusers so I'm keen to find out if anyone else has done this? Does it work? Darran

One of our CSM has attempted to log a call or a meeting in Gainsight and cannot save the tasks I created. Instead, an error is displayed. (see attached) Can you please help?

Hi,  One of our CSM has tried to create a CTA and set the Owner as different CSM but every time we do that we get a message saying: ' Please provide a valid due date'  The date inputted however is not invalid.  Has someone ever experience something like this?  It's really annoying. :(  As admin I'm able to set the owner and save the CTA but whe CSM tries this message pops up and one cannot proceed.  Best regards,  Ana Costa 

Hi, I am a new Gainsight Admin and stakeholders and end-users at my company are very interested in documenting SWOT analysis in Gainsight. Are there best practices for documenting a SWOT analysis in Gainsight?

I'm receiving the failure reason " Attempt to de-reference a null object" for a CTA rule.  The rule is built off of the Opportunity SFDC object.  The only other examples of this I can find was for an action of setting score: https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error

I need the ability to suppress the creation of CTA "B" if the customer already has CTA "A" opened.   In our use case, the customer lifecycle is fairly linear, so until issue "A" is cleared up, of course issue "B" is going to be an issue because "B" is dependent on "A."  (In real terms, if the customer hasn't loaded their users, for example, of course there is going to be an issue with their usage of the product.)  Our CSMs do not want to see CTA "A" and "B" together.  They just want to see CTA "A" ... and when that's closed out, the system can evaluate whether CTA "B" is now an issue.  I've built a bionic rule that does the following:  1. Data task identifies all customers where "B" is an issue.  2. Data task identifies all customers where CTA "A" currently exists in Open status. 3. Merge task combines the two data sets, keeping only the customers that are eligible for CTA "B" and do NOT already have CTA "A" raised.   Action: Raise CT

We want to begin using Timeline but have noticed that we aren't able to report on the custom fields we create.  This would be a requirement for us to change over. Is this feature enhancement on the roadmap?

Use case: We have a language field in our contacts that defaults to English but can be changed by the CSM as appropriate. During an email chain, the CSM changes the language of the contact. For the remaining steps, the change of language (or any other field for that matter) is not detected. The rest of the AO continues to execute with the initial values. Is there a way to get it to recognize the latest and greatest while in execution? I am thinking that perhaps it would recognize the change if the language was part of the Uniqueness criteria but that would have the drawback of restarting the AO for the recipient.

We will use this thread to post any product updates to Sally (Slack Integration) 

We're running a contest during PULSE week for new Community members! Register on the Community this week (4/9 - 4/13), and start participating by the end of April, and we'll send you a.gift in May! The Gainsight Community is a great place for Gainsight Admins and Customer Success Ops* to ask questions, share best practices, suggest and vote for feature enhancements, and connect directly with Gainsight product experts.  To join the Community, click the Register link in the upper right corner. Enter your name, work email address, and a password. Wa-la!  *All Gainsight customers are welcome. However, many of the conversations are focused on Gainsight configuration, which is typically handled by GS Admins or CS Ops. 

Gainsight's April 5.13 release was pushed today to all customer orgs receiving automatic upgrades. This release includes a new global Timeline tab (which the Admin must enable) to see all activities for all accounts and relationships in one central location; an enhanced in-app help center, including documentation search, and suggested articles based on the page you're on in Gainsight; and the ability to post to Timeline from the Sally app for Slack.  For more information, check out these quick videos, or our release notes. April Release Highlights for Admins (5 mins.) April Release Highlights for End Users (4 mins.) Intro to global Timeline view (2 mins.)

[i](Reported by the one of the customer) Is there a way to increase and optimize the speed at which things load in our Gainsight environment other than clearing cache and cookies? 

In your release video for global timeline you mention it doesn't honor Gainsight or SFDC permissions - when will it?

It'd be great to see the ability to "clear cache and refresh", so when we run an update to our accounts from salesforce, the reports can quickly reflect what was updated. I'm still unclear on when the reports refresh, and it doesn't always match what's in Salesforce, even after I rerun the rule to update accounts.

Hi, Has anyone done Gainsight and Zuora Integration and get the subscription data from Zuora to Gainsight. Any insights on this will be helpfull Thanks! ~Lokesh

In this 3-minute video, Karl Rumelhart, Gainsight's Chief Product Officer shows us how to configure the report drill down view and other report building options.

I vaguely remember watching a Gainsight Webinar where they mentioned improving their integration with 3rd party survey software (Wufoo, Google survey, etc.). I think it was something about allowing survey responses to be stored in an object in Gainsight so it can be used for reporting and on the C360. Does anyone remember hearing something like this?

Hi,  We have multiple opportunities that can be recurring revenue and need to create a rule to update AAR on the customer tab.  Any advice on how to do so when there are multiple opportunities? Customer's and opportunities have different contract start date so I'm finding it tricky to start with the most recent renewal opportunity and anything that falls after that for the year to be included in ARR. Any help appreciated!

Is there any way to limit who can see a specific 360 layout?  For example, I want to create a layout that contains information that our CSM's don't need to know and I would want to limit the permissions to view that layout to a specific group of users.  Same question for the Shared 360 - is there a way to limit who can view/share a specific 360 layout?

In short, our users would like the ability to sort the Group By so that New would show before Closed.  We do have a work around for them, which is changing the Group By to All and then adding the Column of Status Name and sorting by that. But it displays it all together, rather than separated. Just curious if there is a way to do it and I just need to add an additional field or something. Thank you for your time and feedback!

I wonder if anyone has any suggestions on how they are monitoring the use and effectiveness of Gainsight among internal users. I have seen some comments in the community but have not found any posts which may help us build out those internal usage metrics...and CTAs to trigger CSM to get to using the system.

We released a new analytics dashboard, this time it's all about the members of your community. We’ve also added an ‘Unanswered topics’ view to your community homepage. Read on to see what else is new: Members DashboardThe members dashboard will provide you insights on the most important things you want to know about your community members. You can check it out in Control > Analytics > Members dashboard. Read How To Use the Members Dashboard to learn more about the charts. Unanswered topics tabA third tab has been added to the community homepage. This view displays topics that have a open question and will empower users to quickly find topics that are in need of an answer. Via the phrase tool you can change the label of the tab. Improvements ????- Label alignment: Topic labels in recently active tab on the community homepage are now aligned with the topic titles. - Click area’s featured topics: Featured topics (with the use of featured_side and featured_banner) can now be accesse

Is there a way for an admin to bulk delete CTAs.  Not the CTA setup, but all triggered CTAs across multiple [all users] ?

At Pulse Academy Live on April 9, Karl Rumelhart, will share Gainsight's current product roadmap! Tell us here what feature or plans are you most excited about? (If you aren't a Community member yet, click the Register option in the right hand corner. Then enter your name, work email address, and setup a password. Wa-la!)