Discuss Gainsight Products

Hi everyone,  Our CSMs are interested in using outreaches to send to all product users in their BoB. Does anyone have any best practices or can outline an approach to how they've set this up? Thinking of setting up individual power lists for each CSM and limiting access to email templates based on those that they've sent, but open to suggestions. Thanks in advance! 

Previously when I clicked +ACTION to create an action on a bionic rule, a dropdown list would display in the middle of the screen that would allow me to see the entire name of each dataset task. Now, the dropdown list shows directly under the +ACTION field but the names are truncated.  I even tried hovering over each name in the list (letting the mouse sit there for a good while), thinking it might work like other truncated fields in Gainsight, but it didn't.  Makes this really hard to know which dataset task to select. I should note, this is in my sandbox running 5.11.2 as we have not moved to production yet.

When using a DateTime field in filter criteria and applying a less than or equal to filter, the DateTime is not being resolved correctly in the query.   Example: Filter Criteria [i] Rule results on test run [i] Rule Name: Admin: Load Post-Sales Relationships Rule Criteria: CreatedDate >= 2016-05-05T07:00:00.000+0000 AND CreatedDate <= 2016-05-06T07:00:00.000+0000 AND Partner_Management_Status__c = 'Unmanaged' OR Deal_Type__c = 'Direct' AND Account_Name__r.JBCXM__CustomerInfo__c != null Execution Time: 05/06/2016 12:00 PM As you can see, the test was run at 12:00 PM (the org is in PST), so the UTC conversion for greater than or equal to CreatedDate is correct (7:00 UTC is 12:00 AM PST on the 5th).  However, the second criteria for less than or equal to Rule Date is not resolving correctly.  It says 05-06-2016 at 7:00 UTC again, which is 12:00 AM on the 6th.  This is incorrect, as the operator was set to less than or equal to Rule Date, which

It is found that in rules manager, when you use the magnifying glass to toggle/show rules that use a certain source object, it doesn't respect source objects used in bionic rules. For example, if you have a custom rule sourcing SFDC Contact object called "Rule 1" and a bionic rule having a task sourcing off Contact object called "Rule 2". Using source object filter, only "Rule 1" appears in filtered list. Edit: As a workaround if your sourcing MDA, you can view dependencies via data management in the following desired object.

When filtering for a number larger than 2,147,483,647, you get the error of Malformed Query.  It turns out that this is a limitation in SFDC, that Salesforce passes a 32 bit integer into the query, unless you explicitly tell it to use a double.  The solution that SFDC gives is to add a ".0" onto the end of the number.  In Gainsight, we remove the decimals when running queries, so that solution does not work when running queries in rules engine.  It would be a nice idea to give the option in Rules engine to ignore or use the decimals. You can find the SFDC thread here: https://developer.salesforce.com/forums/?id=906F00000008ycqIAA

I am trying to set up a routine to monitor the execution of power list runs as well as program runs.   I believe that power list run reports are only sent to the creator of a power list. We have an administrator leaving who created several power lists. How do we get those reports to be sent to another administrator?

Hi, We would only like to grant badges to our customers. Is it possible to exclude certain roles from earning badges? Thanks in advance ...

We have just launched the Person object - very excited about this and more features coming soon! Is there currently a way to be able to assign multiple relationships to each contact? We also have Relationships live in each C360 and I would like our CSMs to be able to assign different relationships to each contact. For example: Customer ABC has three R360s - Blue, Green and Red John works for ABC but he is only involved in Blue and Green, never Red.  Is it possible to add a field in Person section in C360 that would allow to select the two relationships and assign them to John?  Our R360s refresh on daily basis so aren't a static list, at the same time we have over 500 relationships so I would like to be able to have a drop-down list for CSM to use, rather than typing the actual names/relationship IDs directly.    The main objectives of this are: - ability to see which contacts belong to which relationships - something we don't have yet - direct various datasets

Is there a way to have a CTA linked to just the CSM and not to an account? Essentially I am looking to send each CSM one CTA that instructs them to perform an action across all of their accounts. The use case for this is so that my CSMs that have 60+ accounts won't have their Cockpit overloaded BUT still receive the reminder.  Thanks!

I am working with a flattened survey for the first time and am hitting some snags. I usually merge survey data with Account and other SFDC data using a Data Space. I cannot do that with a flattened survey due to it being in MDA.  So then I tried to add fields to the flattened survey MDA table. Unfortunately, that table is locked. The only other thought I have would be to make a new MDA table, map all the current flattened survey fields over to that object, make the new field I want, then map those over from SFDC. Doable, but doesn't sound enjoyable. Is there an easier way?  Thanks!

Good Morning-   I’m working on some data validation for our dashboards and noticed something funny.    When I complete a search in Administration/Mass Edit, I receive 22 results (seen below):   In the report I built to reflect this, I am showing 17 Risk CTAs in the “Total Open Risk CTAs by Owner”:   When I click on that graph, I see all 22 Open Risk CTAs:     Here is the report logic:      Am I reading this incorrectly?  With the way it’s built out is the graph only showing the count of accounts that have risk CTAs, and then when you click on the graph all the risk CTAs are populated?  Thanks!  -Jim

Quick Question

Is there anyway to change the scale of the axes or are they preset. The values on my graph are closer to each other than they appear because of the pre-set axis values. 

Hello! I'm wondering if there is currently a way in which e-mail reply metrics can be tracked per outreach? Thanks! -Melissa

Hi There, The users shown at 'recently online' are they online right now? (Or means recently also an hour ago?) I want to change the phrase in my community to: Wie is er online? But i want to check if that's correct 🙂

The stack column reports do not render well when we turn on the labels (case in point: attached image) if the values represented is below a certain threshold. What is the best way to circumvent this issue? Is the resolution on the roadmap?

Please can someone provide on the details of the integration between Gainsight flowing to SFDC. Once the AM changes the Account for the contact the next day the Gainsight integration updates the relationship and reverts back the change. Thanks for your help in advance. Thanks Nilesh

Hi, One of the use cases we have heard from customers is the ability to publish the program at a certain date and time. The current methodology we recommend is as follows which works well for Powerlist and Bionic Query sources -  Configure the sources, steps , conditions etc. Sync the participants and see whether the participants meet the criteria configured. Clear participants and set schedule to the source/s and configure the date and time you want the participants to receive the email Publish the advanced outreach. However, there are two problems with the above approach - We have seen that the admins are not confident/not aware to clear the participants and then publish the program. This leads to the emails being sent the moment publish happens since participants are synced already to the program. CSV and Events as a source do not have the notion of schedule , so once a program is published , it immediately goes live and the emails are sent. This forces the admins

This kills me every time: It truly does not matter that the start date is in the past. If it's in the past, start it the next available time. If it's in the future don't start it until then.  It's absolutely baffling that the rule would need that input. Please change this. 

When building out reports for the logged in user, I noticed that I can only do this for CSM Name is logged in User. I am trying to do the same thing for Account Owner, but it is not an option. Is this a Gainsight limitation, or is there a setting that can be changed for the Account Owner field in Salesforce?

Hi, I am looking for a clear ''how to send a private message'' We've received some feedback from our customers that they don't know how to use this feature... Can somebody help me out? Thanks!

By your experience, have you found that there is a campaign fatigue or attention span to respect when planning a service awareness or enablement campaign? What factors do you consider when making your call?

In what way does it make sense that the number of views (bekeken) is 0 and the number of replies is 3 (reacties)? Shouldn't the number of views be at least equal or higher than the number of replies?

Each and every company has a different product and business strategy. I am sure there no one template that could work for everyone. Hence it is necessary to iterate and test in order to find right features for you community. Can you please suggest some interesting features and A/B testing techniques? Thanks!

I've read this article about ranks. Great! Since I started as interim community manager at Eneco I don't like the way they set up the ranks. It starts with '1 watt' and goes up to '500 terawatt', in total 19 different ranks. I think this doesn't speak to anyone. I think people don't understand that 500 kilowatt is more than 250 megawatt (it's the other way round actually ;-)) I've added a screenshot of the ranks we are using at the moment. As I look at other communities, I like that better. Like Ziggo: Nieuwkomer, ontdekker, Super User, Liefhebber, Expert, etc Or T-Mobile: Klant expert, top poster, legendarische super user, etc. Two questions: is 19 ranks too much (or too less)? what ranks do you use (can you share a screenshot)? Thanks! 🥇