Discuss Gainsight Products

I need to configurate Jess rule engine to the MySQL database. There is no so far information online. Does anybody used it before and can help me?

We are looking to use Timeline an want to confirm capabilities.  Can we push a Timeline log, such as logging an email, to a customer or is Timeline content only meant for internal notations. 

We are now just over 3 months since go live and have, as of yesterday now activated our exit survey on the site. We are excited to see the results of this over time to see if we are able to drive down PTC from our call centre. Of course this is a longer term goal, but its an exciting step in our journey! Anyone else seen good results off the back of the exit survey, anything you are using the exit survey for specifically that you have seen great success with? Darran

When creating a Timeline activity from a CTA on the cockpit and adding external contacts, Gainsight pulls in ALL contacts from your Salesforce database in the returned dynamic search. When this is done on the Timeline tab, the dynamic search is limited to the company for which the Timeline Activity is being created. The behavior on the CTA cockpit timeline activity creation seems like a bug.

The search algorithm update has been released in april. See this topic To know if the improvements are satisfactory, we would like to hear your experiences and feedback on this. Could all of you participate in this short survey? https://goo.gl/forms/AMmJobLt7A8EmISd2 Thanks so much in advance!

Our leadership team wants a report to show 2 things: 1. Total CTAs Completed 2. Total CTAs Completed by Due Date Currently, we're just exporting the raw CTA data from GS into Excel or into Tableau reports. Has anyone created a similar report directly in GS?  Is it possible?

I would like to use the Rules Engine to update two custom lookup (user) fields in SFDC.  I have a string containing the user's full name to use for the field mapping.  When I test the rule all records fail.  Thanks in advance for suggestions on solving this one.

I'm working with a customer who would like to run a report on any CTAs that have file attachments. I wasn't able to find the data object that I could use to create a report to show this. Is this a report that can be created and used in either dashboards, C360 or ad-hoc contexts? Thanks!

Is there a way to log timeline activities on the platform level of salesforce? If not, is this on the product roadmap?

It was called out to me by a customer today that the "include accounts where no data is available" is not there in bionic rules even though we are sourcing SFDC object for this data. In customer rules the checkbox is there, but it doesn't appear that we have that capability for bionic rules yet. Is this something we have road mapped or discussed yet? They are trying to fetch a data set where they have Asset "a" with no support cases. In order to achieve that we'd need to filter for accounts where data is unavailable to build this query. 

We're using email assist to send a recap email after an EBR and then attaching the EBR.  We're running into problems with the size limit which is limiting the ability of our CSMs to be able to use the email assist task.  Is it possible to increase the size limit at all?  The template alone is about 3MB and could be more depending on how much data we are presenting.

CSM Message:  "In cockpit, when the Health Score is RED the type/font color is black that displays the actual Health Score and is hard to read because of the two colors.  However, then you select the CTA the black number becomes white inside the red tile and it much more readable." Having numbers consistently white inside of red tiles will be easier to read/see.

Hello everyone! First of all, great webinar 😎 . Very useful indeed. @Thomas, very nice presentation! Sorry I didn´t ask these questions on the webinar, but I ask them now so more people can contribute: 1) You don´t have an estimation of call deflection, so how do you come up with the 4M of savings? 2) How many active users do you have? (how do you measure it?) 3) Is there a limit number of Power Users for a community in your opinion? 4) Do you do a lot of customer care? Do you solve 1 to 1 issues? Or just 1 to N ? 5) What are the main (dis)advantages you see on these models? Hope to hear from you Thomas and everyone else! Regards, Tomas

Is it possible to attach a document to the email template using the Email Assist functionality so the user doesn't need to add it manually to each email individually?

In the setup, I'm grabbing data from an MDA table and a Salesforce Object. In the criteria on the actions, I'd like to compare a date field from the MDA to a date field on the Object, but it seems like if I select the date from the MDA, it seems like I can only compare it to other fields from the MDA and can't use and fields from the Object. Is this is a limitation in Bionic Rules or is it possible I'm not setting things up correctly? 

The 5.6 May release of Gainsight is live in your orgs! Below are some resources to help you learn about the new features: Customer webinars: (for Gainsight Admins) May 24 Wed. 8am - 9:30 PT - focus on Adv. Outreach & Email Template updates -- reg link  May 25 Thurs. 8am - 9:30 PT - focus on Scorecards 2.0, Gainsight 360, Timeline, Rules Engine, Bulk API -- reg link Docs and videos: 5.6 Release Notes Scorecards 2.0 - 8 min. video introduction, including multiple scorecards Advanced Outreaches - 10 min. video introduction

Hello all -  Looking to build a field summary health dashboard that can be broken out by region (global filter). The very base of this will show a trending health score chart by week (red, yellow, green), and I'd like to create a couple different detail layouts below for accounts in yellow, red, renewal <180 days, etc. I know that you can click within each box to show you the detail you select, but I'm looking to make this as easy as possible for executive leadership that aren't in the platform very often. Is there any way to show a detail view of GS Scorecard object with only the current score details without having to put in a global date filter? If using a global filter within the same dashboard this will affect the trending score by week graph. The only filters I can locate require you to select a custom date. Any ways to combine these views in the same dashboard? Help is greatly appreciated!

Afternoon all - looking for some best practice guidance from the community on how you tested your survey process prior to launching... Background: I've built my Support Survey in Gainsight, but because it will be based on a dynamic daily PowerList (customers whose support cases were closed yesterday), that means that my email template must live as a Salesforce Email Template. Testing each element individually:  I can build my PowerList / Rule and run a report to validate that the correct 'Closed cases from yesterday' are being pulled in. Via the 'Send Test and Verify Merge Fields' button in Salesforce, I can at least validate the content and look/feel of my email invitation, but as there are no values being passed for this test, I can't validate that the merge fields (e.g. Dear 'First Name' and 'Survey Link') will populate correctly.  I can review my survey via Gainsight (all looking good!).  How have others tested end to end all the pieces before deploying

In the recent releases, has there been any progress in being able to report or run rules? We would like to write the date of the most recent meeting to an attributes field to track how frequently we are meeting with customers.

It would make text analytics powerful if I could feed any text data into a Rule, and use an Action to do sentiment analysis on that text, and take different actions depending on whether it was positive/negative/neutral sentiment. So, for example, if it was a survey result or new support ticket or whatever, with positive sentiment, let's generate an Email Assist for the team manager to reach out. If it has negative sentiment, let's email the team manager and perhaps automatically send an email to the customer with a note that it's been escalated.

We believe Sense of Community is important as it shows the level of liveliness within your community and it tells you something about the likelihood of people to contribute. We looked into three different metrics: 1. The number of unique contributors in a thread 2. Percentage of single user topics 3. The relationship between unique contributors and posts per topic The research found that a higher number of contributors per topic has a positive impact on the amount of conversation in your community. Want to know more about the benchmarks created and how to measure the Sense of Community within your online community? Go to our knowledge base to find out more. Do you have more questions? Make sure to ask and let us know how you keep your Sense of Community happening :)

We are uploading a CSV of emails to try and create a powerlist. However, about half of the rows are failing. Some of these are because there are no contacts with that email in salesforce. However, for many of them there is a contact with that email (sometimes one, sometimes multiple). What are other reasons the records might be failing to be included in the powerlist creation?

It is very common for every customers SFDC org to have multiple fields named "Account ID" on standard objects - primarily Case, Opp, and Contact. It becomes very challenging when having to pick the account identifier in Rules, Reports, Relationship Associated objects, and picking account in C360 sections. I've noticed that sometimes they sort differently in parts of the application (i.e. the first account id needs to be used in Rules but when picking account identifier in associated objects it is the second one). This sometimes leads to mistakes and having to rebuild rules because the associated objects link changes. Do we have any ability to open up the API name in some sort of hover or just expose it in the key places where we have to do these kind of mappings?

When we click on the timeline (in any browser) it will no longer let us go back to the detail view. Everything is fine until you click the timeline, but then you can't go back - even if you refresh.

Hi all! I'm happy to announce our new responsive community design is live! https://forum.tele2.nl/ In the past few months we (and especially InSided) have been working hard to get this done. The new, fresh design has everything to attract a younger audience and new super users: more photos, engagement and gamification. We have involved super users at the start and during the project. They also made a great contribution during the final User Acceptance Test. They are as proud as we are! Cheers, Jolien