Discuss Gainsight Products

Hello Everyone! I am proud to publish the requirements for becoming a Champion here on the Community! If you don't know what a Champion is here on Community this is a brief description: Champions are the people who are asking lots of questions, frequently active, helping others in the Community, and overall making it a better place for everyone. To become and maintain your stats as Champion you need to: Have a minimum of 1000 points Earn at least 200 points a month As always ensure that you follow the Community Guidelines Champions who have become inactive after three consecutive months may lose their status, but can be reinstated when all requirements are fulfilled. These guidelines are subject to change as needed.

When we run NPS, we select a random third of our customer base for the segment to survey due to the number of accounts in each segment. If we were to survey everyone at once, we would not be able to adequately follow up with the customers. It would be very helpful to be able to randomize a segment, then select 1/3 of the customers for the survey. Next, we would need to mark that these customers have participated in an NPS survey so they are not selected to be surveyed in future surveys that year. Is there a way to do something similar now or would this need to be built into the product?

We have different teams working with customers based on where in the lifecycle a customer is. Not all of these customers have a CSM. Is it possible to create a Scorecard view, similar to the one a CSM sees when logging in for their customers, based on stage?

Need the ability to link to specific SFDC objects wherever they appear. For example: 1. On the C360 page, in the Summary section, I have Account Number listed. I want to have that field hyperlink back to the SFDC Account page. 2. On the C360 page, I have a Case Reporting section which displays support case reports. I want the Case Number field in those reports to be a hyperlink back to the SFDC Case. 3. On the Gainsight Dashboard, if I have a report that references Account Number or Case Number, I need it to link back to the SFDC component page.

I have to admit I am glad you guys are sending out the visuals as appose to the raw excel data for this. However I have noticed a small problem I wanted to highlight Looks like the images do not load on Mac Mail. Screenshot below. However it loads fine of gmail or my mail on my phone.

One of our Users asked if there was a way to manually override the renewal date that displayed on the CS360, or show multiple renewal dates. We currently have it reading the next renewal Opportunity in Salesforce, however we have multiple products and services, so some Customers might have 2+ renewal Opportunities. This is causing some of our Customer to show their "Renewal Date" as the date for a minor service or sub-contract, while the the actual renewal is months in the future. Is there a way around this, or plans to implement multi-renewal features in the future?

Can we expand the size of containers in Layout Manager? In our dashboards, we would like to display more rows of scorecards. Is this adjustable?

In Thursday's Gainsight release, we're making important changes to the CTA and Task Due Date and Owner functionality, which will be visible to users immediately after the release. Please share this support article with your CSMs to help them understand the new options. For Playbook owners, we recommend that when you create new Playbooks, or update existing Playbook tasks using the new due date options, test the implications of the new configurations. For example, create a test CTA and apply your new or updated Playbook, in order to see how the task dependencies will impact the CSM’s workflow, and then communicate with your CSM team about how the new/updated Playbook works.

I am finding that the results from the CTA Preview button do not adhere to the duplicate CTA rules. The preview returns an Account that already has a CTA with the same CTA Reason and CTA Type. This makes it a but disconcerting when trying to do a quick validation of the rule criteria.

Today we published an article on Gainsight Go which walks you through the steps of adding Chatter to the 360. You can find the article here. We'd love to hear your feedback and answer any questions you may have.

When we set a flag for a milestone in CTA, it updates milestone on that particular CTA but not for the tasks assigned to it. Is it possible to enhance this feature? so that we can trace the tasks followed on that particular account. In rule we may have to filter based on the task completion as well as per the requirement.

We are really excited about how much energy our Community has put in over the course of 2015. Within the last few months we've seen consistent growth. From November 23 to December 23 we'll have our first-ever Community Competition and reward the top three contributors (by points over the 30-day period) with.gift cards. Prizes will be: First Place - $100.gift Card Second Place - $50.gift Card Third Place - $25.gift CardThe.gift cards will be redeemable for a variety of options! To keep things fair, please keep up the great standard of posts you've been doing so far. Likes and follows certainly help your score, and marking questions "answered" when you have a solution absolutely helps too! We're also looking to hear more about your how you're using Gainsight to deliver outstanding Customer Success, from Best Practices you've implemented to Tips and Tricks you've discovered! Also, you can check your points over the last 30 days by clicking this link. Top points for the last 30 days will b

We have a Call to Action status "Closed Not Applicable" that was set up during our implementation and for some reason has a Category of OPEN. (see attached image). This is causing CTAs that are closed with this status to still show as open CTAs. I do not see a way to edit the Call to Action Statuses so that I can change the Category field in Cockpit Configuration. I opened up a support ticket and was told this is similar to the issue I raised here: https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific... I should have the abiilty to edit these configurations without having to go through workbench to do so.

Hi Community! We are very interested in learning more about the unique ways you’re using Gainsight in your organzations. Some of you may have talked with me in Fall 2015 regarding the Success for Administrators program, and I’m looking to talk with some of you in an Admin role to learn about the features you’re using, how you’ve leveraged CTAs and Playbooks, how you’re implemented Scorecards, and more. Our Marketing team would then like to leverage these as Admin Case Studies so this is a great chance for you to showcase the work you’ve done! Please note that we're primarily looking for interest at this point and will reach out with respect to interviews. If you’re interested, please contact training@gainsight.com.

Pie charts do not have data labels enabled. The legend available is in percentage and not an absolute number. I would think there should be an option to show numbers in a pie chart because it does not have axes.

The Matrix Data Architecture Export API returns CSV containing unquoted string values, even when the field delimiter is present in the string values. This is a problem because it makes reliably parsing the returned CSV very difficult, and perhaps impossible in some cases. This just isn't good behavior from the perspective of an Export API user/consumer.

How can I manually change the overall Health Score for an account deemed At Risk? The measures are all positive but direct client feedback tells us otherwise.

We need a way for CSMs to log calls/events/tasks and notes to a C360 page, especially for the SMB low-touch team. Currently, the only way to do this is to either log a Milestone and post comments OR create a CTA and log comments (but this type of transaction should not be logged as a risk/opp/event).

We would like to use Gainsight to track customer feedback. We practice a closed loop process in which customer comments are captured, acted upon and then the response is shared back with the customer. Does anyone have a procedure on how to use Gainsight to track customer feedback and report on it later. For example, if a customer has a feature request, I want to document the request, notify the product management team and then let the customer know what the PM team says about the feature request. I'm think that there must be a way to use CTAs for this, but I would like to know if someone has figured out a good way to do this yet.

We'll be re-starting our series of Admin Office Hours starting in January, so if you have questions, please sign up for any of these upcoming sessions and tell us what you're wanting to learn. All upcoming sessions are listed here: https://support.gainsight.com/hc/en-us/articles/207145967 If you don't have formal questions, but are looking to learn about a particular feature or have general guidance let us know in advance as well. Have a great holiday and we'll be talking with you again soon!

We've had some great sessions over the past weeks, and our next session prior to the Holidays is coming up next week: Register - Thursday, December 17th @ 11:00 AM PT / 1:00 PM CT For those with admin questions around Rules Engine, Reporting, or other topics these sessions will involve many of our team. Sign-up and send us your questions in advance; we'll review and assemble the best team to answer!

Gainsight Go, aka support.gainsight.com, has a new look and feel! Check out this 2-minute video for a tour of the new site. We hope you find it easier than ever to find the resources you’re looking for.

Hello Everyone! Posting this here to make sure that everyone can get a look at some of the features available in Gainsight Vault. Link to the video can be found below! https://vimeo.com/148912875

Hi I have been told we are looking at upgrading our SFDC to the lightning platform within our company in the month of January. Any things we should be looking out for as admins with GS? Thanks Naquiyah

I'm looking to create a report that gives me a table that displays MRR (or any other Adoption data tracked) with Accounts in rows and Months in columns. Idea is to get an export of the data for all of my accounts. I have attached a screen shot of what I am looking for. Is there a way to pull this data out now? Thanks