Discuss Gainsight Products

Hello everyone, At NOS community we are setting up the post field analysis. We would like to hear from you (that have more experience than us) regarding the best KPI and metrics 😃 Could you please give us some of our own examples? What are you measuring right now? Which metrics don´t work so well in terms of results? Suggestions are very welcome 🆒

In several rules I am posting to the Comments when a CTA is created. When the CTA is viewed from the Cockpit, the text is truncated, however when it is viewed from the Cockpit on the C360, the full comment is there. Furthermore, if I type in the Comment field from the C360, and then refresh the CTA on the Cockpit tab, the text appears Comments on CTA Action: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =${Envelope Actual of Expected Percent}  Result when viewed on the Cockpit Tab: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and

When creating a survey, do I have to assign a distribution list or can the survey be "open" so that anyone that is sent the survey can respond. I'm used to sending NPS survey's via GS and know that a unique survey URL is created for each recipient. For my current use case, I'd need the survey to be open - different from anonymous, as I'd like to collect the recipient's name, email, account, etc. Thoughts?

When trying to export a Success Snapshot I get the following error (attached) but when I check in the Admin Console I see the Success Snapshot created.  Can you pls help? Here's what I see in our Admin console:

We are unable to delete Reason Codes with CTAs and have deleted related Playbooks. Is there anything else that would limit us from deleting the outdated Reason Codes?

Today a patch release was pushed to your org, if you are opted-in to automatic upgrades. Details can be found in the patch release notes.

At inSided we’re continuously improving our architecture. At the moment, this is done by the Development team who are working on decoupling which is a new way of building software. We are working on transitioning from a monolithic system to a distributed system by splitting our software in smaller pieces called MicroServices. Basically, the different squads can work on MicroServices independently. This will help the squads work faster because smaller services are easier to understand and modify without risk of breaking other parts of the system. The coolest part about this approach is that is very scalable allowing exponential growth in our infrastructure resources. This means we can serve all of you even more effectively! Monolithic systems are riskier because if an issue can issue can affect the entire system. Instead now with deploying MicroServices, if a small service were to go down, we have components like CircuitBreaker to protect the communication on

Do any of you Admins document your rules outside of the Gainsight system? If so, do you have a sample document you'd be willing to share? It'd be helpful in terms of recommending possible enhancements to the rules engine, but also as a template for Admins who want to prepare for transitioning the Admin responsibilities to someone else at some point. Thanks in advance!

The addition of Timeline in the November 2016 Gainsight release has been great. I've been finding new ways to use it and the same is happening with Gainsight customers that I work with.  One question that came up is related to the types of activities. Right now the addition of new activity types is not supported, but is this in consideration for a near term update? An example of a new activity type could be a product demo, which would benefit from different required fields as well as filtering.  Could this be considered for addition to the Timeline feature? Thanks!

January 31 at 10:00-11:30 AM PT - Gainsight Roadmap Webinar -- Register Gainsight's VP of Product, Karl Rumelhart, shares what's planned for Gainsight's product roadmap and what it means for you. Tune in to see a sneak peek of the enhancements coming out in late February, as well as later this year!

Success is something that you can be proud of and can be inspiration for others. Therefore we decided to start making videos about our customer success stories. I'm proud to present you our first customer success story video: Sonos. In this video Kenneth Refsgaard (Senior Manager Customer Care Sonos) and Denny Haayen (Director of Global Customer Care Sonos) share their story with you. Learn about how the community developed into an essential part of Customer Care and how it contributes to an improved customer experience. Let us now what you think about the Sonos' Success Story. Leave your thoughts and questions in the comments.

I have a requirement to add a column from the Accounts object on the My customer view on the Gainsight Tab.   Under the administration UI Views i do not see My customers view also, when we click on the customer name - customer 360 view is shown , is there a way to navigate to Accounts tab and load the account on accounts tab of SFDC. any advise on how i can achieve / edit My customer view will be helpfull

We are currently able to access different reports/pivot tables in Excel that are connected directly to our data warehouse allowing us to simply 'refresh' as needed. Being able to replicate this same functionality within Gainsight would allow us to create the rules and reports that are more easily 'real time' indicators of customer behaviors.  Is something like this on the roadmap or is a capability today? 

Our CSMs are using Gsnap and we would like to have any Gsnap messages they send ultimately sync into the activities section of SFDC. This will provide transparency to our sales team of any CSM activities involving Gsnap. Is there a way to do this?

If I'm trying to use calculated fields to measure the change in monthly customer revenue, do I use a comparison or aggregation calculated field. I want to create a CTA that fires when there are changes to the monthly revenue.

Currently, the reporting on health scorecard information is limited to the 10-12 fields contained within the scorecard object.  I would like to be able to join this over to my relationship (or account) object in a data space to expand the reporting capabilities. Is this on the roadmap?

Hi -  Is it possible to add a filter to a dashboard report with including a filter value?  Use Case: I have a dashboard that shows global data. I would like senior leadership to see the global perspective, but be able to apply a filter to show just their regions data or to filter down to a specific manager's team or, even CSM.  Is that possible without creating multiple dashboards?

Email Assist: Two questions: (1) How quickly can you expect to see open rate info (like "email opens", "email first opened on" and "email last opened on" for emails sent from Cockpit?  (i.e. generally less than an hour?) (2) Are these times displayed in the time zone of the SF org or some other time zone?

Hey all, We have a separate team, called "Account Specialists", that exclusively handle customer renewals. Each account is assigned a specific Account Specialist as well as the standard account owner (i.e. Customer Success role). The Account Specialist would be the individual that owns the Renewal opportunity for the account. I am trying to create a rule that finds any Renewal opportunity record types where the owner of said opportunity does not match the Account Specialist assigned to the account (also a user lookup field). I am having trouble finding a way to use the result of a field as a criteria for another. Is that possible? Thanks!

Our CSMs will often copy/paste information from an email into the comment of a CTA. We report on comments and display these in our Dashboard view for Management (specifically around customers at Risk). The comment does not come through on the Dashboard when we hover over with a mouse to read the full comment if the CSM copy/pasted information that might be a different font or color. The comment becomes a bunch of random characters. Support informed us this could be avoided by copy/pasting the information into a text file and then copy/pasting the information into the comment to 'clean' the text. This is not an efficient means to documentation and workflow.  

Moderators are spending a lot of their time putting the moderation workflow to use. We have therefore invested in a brand new dashboard with smoother controls and other much desired improvements. Let’s walk you through the improved dashboard. The inSided Product & Development teams have invested a great effort to improve user experience across the board. We started with a serious look at the visual design from the ground up, delivering a streamlined dashboard. We then reduced steps in functional flows needed to perform operations, speeding up your moderation process. This is something that was furthermore achieved through structural code performance tweaks. You can now do more with less effort.

Hi, we are new to the community forum world and I am looking ahead to when we launch next year. I currently run the Social Customer Service team and we will be training half the team to become Community moderators. However, I'm interested in how others have structured their teams, how much time did the moderators spend on the community in the early days etc. Any learnings you can share would be gratefully received! Thanks Darran

Gainsight pushed two patch releases in the past week. Please review our patch release notes for details.

We're using relationships to model the situation where one customer has multiple projects running in the software. Each project is a relationship in Gainsight. For usage data we connect the customer name and then use the Project name as the Relationship name. (See this post about synthetic IDs for some background on why this is a challenge.) Unfortunately we have project names that are longer than 80 characters, which is what the Name field on the GS Relationship object is set to. Question: Can I change the length of that field and, if I can, will it survive the next version upgrade?

Hi Everyone - we're kicking off a VOC initiative at my company. I participated in this at a previous company so I'm familiar with the concept but was looking for any advice that the CS community can provide. I d also love to see examples of questions that you used. Thanks in advance!