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7731 Topics
sean_wilson
sean_wilsonContributor ⭐️⭐️
asked in Customer Success (CS)
Scorecard Report Colors - NA shouldn't be Red

So we have several reports set up on the ScorecardFact object.  Yesterday, when we were on 4.x, Red scores were red, Green scores were green, Yellow scores were yellow, and NA scores were blue.  Now, on 5.0, NA scores are also red.  But Red scores are still red as well.  Confusing. Also (and this is not specific to 5.0 but is related), it seems the only options we have for score labels on ScorecardFact are the hex codes for the colors; while reports on CustomerInfo have the actual color name for the overall score.  Would be much better to be able to show the actual color names on these reports.  This is less of a problem when NA is blue, but when NA is also red, it can get confusing unless you mouse over. Overall not a huge deal but something basic that should be fixed before the final release if possible.  Thanks!

740
sean_wilson
8 years ago
cj_odell
cj_odellContributor ⭐️⭐️
asked in Customer Success (CS)
Why can't we view closed CTA's under "All Users" view in cockpit?

I'm curious as to why we can't see closed CTA's when looking at "All Users" in cockpit and only when we drill down to a specific user.

470
steve_davis
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Disable/hide Gsnap from end users

We may not adopt Gsnap right away, if at all. Is it possible to restrict access to gsnap so that it is not visible for Gainsight Standard logins?

200
dstokowski
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Sort Rules by Name

In the new 5.0 UI, how do I sort rules by rule name? I have created rules using a naming convention, so this is very important for me.

340
gayathri_n
8 years ago
leanne
leanneContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Text overlap on report subject area

I'm seeing text overlapping on the report subject area (screenshot: http://screencast.com/t/Terku4TZN8i )

420
manu_mittal
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Tabs for wrong SF App

There is some scenario it which the SF Tabs and the SF App get out of synch. I typically run the Sales Cloud App. I go into various Gainsight tabs, and with the new UI my SF Tabs are hidden. Then when I go to display the SF Tabs, the ones that come up are Gainsight Tabs, not Sales Cloud tabs. Another thing that happens is the Force application selected for a given browser tab changes if the Force application on a different browser tab changes. Seems to me the Force App and the associated tabs should be browser tab independant

480
manu_mittal
8 years ago
martha_stuart
martha_stuartContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is there a way to schedule a one time rule?

I want to schedule a one time rule to fire so I do not have to manually fire it the day of?

270
lila_meyer
8 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Customer Success (CS)
Filter NPS score by date

We have a Powerlist/Outreach that sends a survey to a customer when a support ticket is closed. This includes an NPS question. Our Director of Support would like to filter the NPS score by week so she can see trending. Is this possible? Also, she would like to determine NPS by support engineer. I can't seem to find a way to report on the NPS object and Case object together. Any suggestions? Thanks, Steve

470
steve_davis
8 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Allow Export on all Reports not just tabular reports

When you built reports in reports 2.0 for the Gainsight Tab, it would be nice if all reports gave you the ability to export to excel.  Right now, only tabular reports allow you to.  Even if you specify a tabular table to show when you click into a pie chart, it does not let you export.  It would be great if this was possible.

330
heather_hansen
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Playbooks not displaying

Just trying to view the Playbooks in 5.0. I am on the Cockpit / Playbooks tab, and select Playbooks from the left menu. Nothing is displayed. Am in in the wrong spot?

240
kristin_f3c469
8 years ago
jb
jbContributor ⭐️
asked in Customer Success (CS)
Ability to Save Rules?

Do we have the ability to save rules? I work in a Sandbox and Production SFDC environment and am constantly building rules in Sandbox and then recreating that same rule in Production after testing. It would be nice if I had the ability to save and load a rule.

330
darkknight
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Long Company Name stretches C360

We have several long company names that are causing the C360 to stretch out and leave a bunch of empty space on the left hand side. I've submitted a ticket to Support, but thought I'd post here as well. This happens in Chrome and IE.

250
dstokowski
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Gainsight Emergency Hotfix : Wednesday, 29th June 2016

SUMMARY  An Emergency Hotfix was released as follows:  Wednesday, June 29th 2016 between 3:30 AM and 4:30 AM CST   This release was to fix an issue identified in backend rules component.  During this release Rules  were in hold state for about 60 Minutes. Soon after the deployment,  all queues have resumed as normal.   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.

90
mahesh_patil
8 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Using Gainsight to help reconcile SFDC contacts with data from another system

We have two primary systems that collect different types of client data: We use SalesForce as our system of record and this is where our internal employees capture detailed account & contact information. We also have a learning and engagement application where our clients self-register to  take training, post questions register for live sessions, etc. There are contacts in this application that are not in SFDC. Right now, we feed data from the learning application to Gainsight that includes name, email address, company and the contact’s learning/engagement activity. This is then aggregated and displayed in dashboards on the C360 in Gainsight. My question is this: Is there a business rule we could write that would compare the email address of the contacts imported from the learning application with contacts in SFDC and provide a list of engaged contacts that the CSM should know about and potentially add to SFDC? I envision a report of some sor

290
tzundelgainsightcom
8 years ago
nicole_hart
nicole_hartContributor ⭐️⭐️
asked in Customer Success (CS)
Scorecard Summary Dashboard Issue

Our Scorecard Summary dashboard is not scrolling down far enough to view all accounts or allowing to select page 2 if necessary

640
dstokowski
8 years ago
nicole_hart
nicole_hartContributor ⭐️⭐️
asked in Customer Success (CS)
Left Navigation - Can't Right Click to Open a New Tab

CSM Feedback:  "I cannot right-click and open a new tab in a new window from the left nav"

350
dave_wu_74b11e
8 years ago
canio_caputo
canio_caputoContributor ⭐️⭐️
asked in Customer Success (CS)
CTA for Marketo Sales Insights from a Visual Force Page in Salesforce?

I'm trying to create a CTA that will trigger when a customer attends a webinar. This data is displayed via our Marketo Sales Insights visual force display in Salesforce. This data isn't captured in an SFDC object however. Does anyone have any experience with doing something that can help me alert folks when someone registers and or attends a webinar etc?

470
canio_caputo
8 years ago
christopher_l_wetzel
christopher_l_wetzelContributor ⭐️
asked in Customer Success (CS)
Surveys - Hide/Edit NPS Question Headers

In an older version of this documentation, it was shown that it was possible to hide NPS Question Headers (such as "Not at all likely" or "Extremely likely") on a per question basis.  See this screenshot for an example. The documentation has since been updated as that functionality has either been removed or was never implemented, but I would find it to be useful to be able to hide NPS Question Headers, and even more useful if I could even edit NPS Question Headers. Any chance this feature could get added back in?

650
praneet
8 years ago
evan_luberda
evan_luberdaHelper ⭐️
published in Customer Success (CS)
Admin Office Hours - June 23rd, 2016

This thread is for the Admin Office Hours session for Thursday June 23th,  2016.  Submit your questions to this thread and we'll address them during our session at 11am PST/ 1pm CST. To register for this session, please click here. Post-session, we will update this article with a summary of answered  questions and link portions of the video for those who could not attend.

270
michael_lipinski
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA Release: Thursday, 23rd June 2016

SUMMARY  Gainsight will be deploying a MDA release as follows:  On Thursday, June 23, 2016  between 12:30 AM CST & 3:30 AM CST This deployment includes some (backend) feature enhancements and minor bug fixes. During this deployment window, MDA components  (Gainsight Backend Infrastructure) will be in hold state. Once the deployment is completed, all queues will be resumed as normal.   Delays are expected in execution of Rules, Data Processor etc.     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.

280
mahesh_patil
8 years ago
chris_dunphy
chris_dunphyContributor ⭐️
asked in Customer Success (CS)
How can I hide certain Scorecards from specific views?

We have our executive view where we have some general scorecards that roll-up into another scorecard. Is there a way to hide the scorecards that specifically have the measurements?

330
dstokowski
8 years ago
candace_jones
candace_jonesContributor ⭐️⭐️
asked in Customer Success (CS)
desk.com integration

Does anyone have experience setting up a desk.com integration to pull support ticket information into gainsight? My understanding is that the desk data needs to be integrated into Salesforce, and then from Salesforce to Gainsight. Any insights are greatly appreciated. Thanks!

620
smorrisgainsightcom
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Setting a Rule Criteria for a Null Date Field

I have come across several times where I need to write a rule to either include or exclude null date fields. However, this doesn't appear to be an option: Sometimes the field has yet to be populated (ex. Ticket hasn't been closed yet). Or we need to determine what data needs to be fixed. It would be great to be able to pull null fields for dates in rules.

1590
danella_stephany
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Cockpit: Task not closing when alternate closure status set

We have created some additional CSTask settings in our environment. In addition to OPEN we have Closed - Complete Closed - Incomplete  Closed - Not ApplicableWhen I set the Status on a Task to "Closed - Complete" the Task closes and a strikethrough is placed on the task name in Cockpit as expected. When I set the Status on a Task to either "Closed - Incomplete" or "Closed - Not Applicable" the strikethrough is NOT placed on the Task name in the Cockpit as I would expect so the Task still appears to be open from the Cockpit view.  I opened a support ticket and was told the following: "Unfortunately only one of these 'Closed' options can be set as the one that actually closes the CTA. This is setup to prevent confusion in reporting and documentation. This can be adjusted in the Cockpit Configuration under the Administration tab." I am assuming he misspoke and said CTA when he meant Task, but it raises a good point. We also have three CTA closure options: Closed Suc

700
sidhu
8 years ago
marika_zumbro
marika_zumbroContributor ⭐️
asked in Customer Success (CS)
How do you select 'OR' versus 'AND' in UI View filters?

500
gaurav_kotak
8 years ago

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