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I'm looking to create a CTA for when a CSM is assigned.  Is there a way to say when value for CSM goes from <empty> / Null to not then trigger a CTA?

I have a request from a customer in regards to our usage reports that we are providing customers on a weekly basis. It does a great job for users who have logged in and are using the system, but this customer would like to see a report of users who haven't logged in at all. It appears that we pull the active users, but not the inactive ones. The only way to get this list on non-users is by exporting out the list of license holders and comparing (v-lookup) to see which users are missing from our reports. 

Recent contact with your customers is one sign of a healthy partnership with them. If you are using Gainsight’s Timeline feature, your customer managers are hopefully logging the most meaningful events and interactions with their customers as Timeline Activities. If your customer managers have not ‘touched’ a customer recently, and therefore logged a Timeline Activity, you may want to trigger a Call to Action (CTA) and assign it to the CSM, so they can reach out. These instructions explain how to trigger a CTA using a bionic rule based on an absence of Timeline Activities for an account in the past 2 weeks. You can adjust that window based on your business needs. The first rule contains two dataset tasks that pull in Account IDs and Timeline data, and then merge the datasets into one based on your field mappings. The second rule helps you setup a rule that looks for the last Activity date and loads it to the Customer Info or Account object. You could then potentially trigger a CTA b

I have a customer that has an email alert in Salesforce that sends an email every time a customer fills out an NPS Survey in Gainsight. The Email alerts includes the NPS Score and Comments from the Survey the customer filled out. The functionality we/they would like is that the NAME of the survey (or the survey template) that the response is being pulled from included in this so we can identify. For context, they have two surveys that include an NPS Survey question but get an email that states a response has been received.  

I don't think this is doable, yet, but is there a way to automatically add Features to CS360 based on the won/closed Opportunity?

I can only find Email Template 1.0 in Vault but to work with Advanced outreach you need to have Email Template 2.0. So how to make use of Email template available in Vault for AO. Is it intentional to have 1.0 in vault?or Is there a plan in future to make Email Template from 1.0 to 2.0 in Vault.

Do we have the variables percentile calculation instead of just weights?

The “Mark as answer” export in Insided Control is kind of an odd data export. In all other exports, you select the time range when something showed up. For example a post, topic or registration. “Mark as answer” is the exception, because the time range you select when exporting this data is the time range when the actual marking has occurred. So neither the question nor the answer was created during that time, per se. If today you unmark an answer from 3 years ago in a topic from 3 years ago and mark another post in that 3 year old topic as an answer, it will show up in today’s “Mark as answer” export. Counterintuitive, right? It's a shame the "Topic" export doesn't have the same interesting insights as "Mark as answer" For topics where there wasn’t any marking of answers involved (in the timespan you select), we’re missing a lot of data that the ‘mark as answer’ export offers exclusively. For example the second post user role and the time between the first and second post. We’re also

I don't see any way of moving the legend in a line graph to somewhere other than where it resides under the graph.  Can you provide the option to allow it to be moved to the left or right of the graph?

The v5.10.6 patch release is live and detailed release notes are available.

Are you a new Gainsight user or have teammates who are new to Gainsight? Two new in-app walkthrough guides are available for Cockpit and the 360 > Timeline, to help new end users become familiar with the functionality in each of these areas. Users can access the guides at any time by clicking the info 'i' icon next to the following options: Cockpit > List Views Timeline > +Activity buttonWe hope you find these new walkthroughs helpful! Let us know if you have feedback, as we're continuing to build guides in other areas. 

I am looking for the process to follow and what potential risks are to changing the "Start of the Week" day in Usage Configuration. When I first changed the day, all usage data disappeared from under Adoption pane. If day is changed, is it simply a matter of rerunning load to usage rules to repopulate data under new start of the week labels? Thank you for any advice and recommendations.

What's the best way to populate the Manager field in the User standard MDA object?  It's a GSID field type so I can't just populate it with the manager's SFDC ID. I was thinking of using a bionic rule to merge the manager's GSID with the CSM's GSID... is there a better way?  

We have accounts where information is only updated on a monthly basis. This makes the scorecard 2.0 trend look odd with blanks each month except for the first trend data point of each month. Can there be a way to set the frequency that the trend snapshots is set?

Is it possible to edit the scorecard 2.0 layout in the C360? In scorecards 1.0 you could choose between a couple of different layouts, but I can't locate any way to do that. We're looking to mimic our tile view as it is much easier to take a screenshot if needed.

How do you measure peer to peer support and how important is this metric to you? Here are a few reasons why I think the customer helps customer % metric is skewed and unreliable. It could be low, because: - Customer helps customer % is often defined by the effectiveness of your moderator team. If moderators are more speedy and effective than usual for whatever reason, chances are peers will provide less marked answers relatively. - Summarizing and quoting the tips and ideas of others and marking it as an answer can help a topic being more useful and easier to read. It's not counted as peer to peer support, while really the community helped out. It could be high, because: - Some customers mark their own response saying 'Customer service fixed it for me' as an answer. The support clearly doesn't count as coming from peers, but it's counted as such in customer helps customer %. - Other customers are good at redirecting other customers quickly. I'd rather have 100 more visits to service

By design the Gantt Charts will display for all tasks and objectives. Then when you expand and condense the objective "Gantt Chart" will disappear for that objective tasks which we know. The customer that brought this to our attention would like for when you condense the objective that the "green line" also get condensed.  I do agree with the user as if you condense something, related content should respond also. Image attached is the condensed view

The v5.10.5 patch release is live today, and detailed release notes will be available shortly.

hey guys, In our statistics, I see that a very small percentage is using the search bar (ca 5%) so i was wondering whether that is the case in other communities as well? any ideas on how to increase that use? second question: what is your % of members who do not activate their account? seems pretty high (35 to 40%) in our community, what do you think about it? and third question: I would like to start with some great discussion topics next year, for instance, head of marketing who talks about evolution in the industry, you can post questions you would like him to answer, and react later on. Or something like that, just to stimulate the sense of community cause that is lacking. we have a lot of members who post their question, and then leave. what did you do in order to stimulate it? did you launch that kind of discussions already? some best practices maybe? thanks! ELlen

How do you measure co-creation value to your organisation? Of course showing a better or new improved product shows that it has value. But i'm looking for a model to show it with indicators. My company likes numbers 😉 Does anybody use a model?

We're really excited to announce that the WYSIWYG editor is now available on Branded Templates. Please see the previous announcement topic for more information about the specifics of what's included in this update. We're sorry for the delay to the launch, but we made some good steps and are now much more confident in the quality of the editor. Upcoming priorities to deliver for the WYSIWYG editor Available in the Control environment (including @mentions!) Attach images in private messages Spotted a bug? The new editor makes it much easier to create complex formatting on posts. We've tried to cover the most common cases in order to make using the editor as satisfying as possible, but the amount of combinations that can be created...well it's a big number. As a result, we expect that there'll be some corner-case bugs we've not spotted. We'll focus on fixing any issues discovered that occur often or have a high impact. Got feedback on the design / UX of the new editor? We'

Hey inSpired. The new editor is here, read all about it here: WYSIWYG editor (community front end) now available on Branded Templates. Next to that some improvements and fixes to our templates. Let’s get started. Information tooltip on Subscribe button We received feedback that the functionality of the subscribe button in category pages was unclear. We introduced an information tooltip that is shown when on mouseover. Improvements 🤒 - When you edit a topic you no longer jump to the end of the page - All links within the community domain no longer have the nofollow attribute - We display the rank-icon on avatars in featured topics if a user has a rank-icon - Topic titles are set in H1 header element making them the most important header element on the page - Sort dropdown won’t be visible if there are less than 2 results on a page - Widened the community title on the homepage image Fixed 🐛 - Styling issue where the users and badges widgets on mobile were displayed differently on

When creating follow-up outreaches, the power list options are "clicked", "not clicked", "opened" and "not opened". If you don't realize the nuance of this, you assume that "not clicked" would by default include "not opened" because you can't click a link if it is not opened. It would be great if there was an option for "not clicked" and "not open" combined.

We have a column-line chart where all of the data points of the line are 100%. However, the line appears alongside the bottom (x-axis) of the chart, which visually looks like all data points are 0%:  Expanding the date range exposes non-100% values and the line adjusts, such that data points of 100% are above the columns and others dip lower. Intuitively, if all of the line data points are 100%, the line should still appear above the columns. Interested to hear others' thoughts.

Greetings from Gainsight Support! In observance of Christmas and New Years, the Support team is operating on the following schedule:  Friday, December 22nd - Lightly Staffed Monday, December 25th - CLOSED Monday, January 1st - CLOSED On December 22nd, the Support team will only be responding to high and urgent priority tickets. Response times for low and normal priority tickets will be delayed. Please note that live chat and phone support will also be closed.  For Christmas and New Years, we will be closed, and will resume normal business hours the next day. Hope everyone has a great holiday!