Discuss Gainsight Products

We have some CTAs that were created at the account level that we need moved to the relationship level.  Is there a way to do this via mass edit or other mechanism that does not involve recreating the CTA? 

Can I setup "or" filters like this screenshot? My goal is to make the CTA if the customer answers the specified answers for any of the questions. So I put in "or" for the question numbers. Does that work?

I've received word in the Support Realm that users are no longer able to sort by a Comments field following the most recent upgrade. The field is a Long Text Area data type that the user was able to sort by prior to the update even though it appears to be a known SFDC Limitation. Use Case: When figuring out who users have talked to recently (or had not talked to in a while) they were able to sort by this comments field. With this field no longer sortable, they are missing on a function that proved very helpful to their team.  Any other ideas in terms of a way to accomplish this? Thanks!

We had some rules that would post to chatter, but we no longer want that feature so we turned it off. Now we have a lot of posts in chatter that we would like to delete. Is there a way to mass delete these posts?

Is it possible to have a scorecard updated based on the number of tasks in a playbook completed. We are in the process of creating a new scorecard for those who are in onbparding stage and when a CSM is onboarding a new client they get a CTA assigned with 13 tasks. we'd like the scorecard to change to red if only X% of those 13 tasks were completed by Y date. Is that possible?

Gainsight released a patch version 5.6.8 on June 13. Please refer to our patch release notes for details.

Posting on behalf of customer: Currently there are pre provided rules that would fire a CTA based on Sponsor change Title Company, and Location, depending on choice. However, your not quite able fire a CTA or get a user notification that lets you know if a "Pending" status Sponsor card went to "Tracked". One of the collections have status to go off of regarding Tracked, Pending, etc, but there isn't really a date that is unique to this change to go off of. Yes we do have a notification, more like the card UI showing that, but not through CTAs. This is where it would be nice if the backend tracked changed in Tracking status that has support data to make CTAs, maybe include a field that would say Date Tracked? Or User Notification via email saying these sponsors of these accounts are now tracked? Sure you can move values around, tracking the number of pending and taking the difference, but a ready solution would be nice.

To ensure survey sites are not blocked by recipient’s security systems, Gainsight Admins need to check the box 'Require Secure Connections (HTTPS)' whenever creating a Salesforce Survey Domain. The published URL for this survey site should include https: rather than http at the beginning of the URL, as well as secure.force.com at the end of the URL instead of force.com. If these changes are not made, many recipients will be unable to view your surveys. For more information regarding setting up a survey domain, see the article https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Setup_Salesforce_Survey_Domain_and_Test_Survey_Setup?mt-draft=true .

I can't seem to find any clear documentation that explains how the Constant and Show Field setting impact a Load to Features rule.  Anyone know or have a URL to share for good documentation?

I'm excited about creating reports based off of activities in timeline.  I started to do this, but found that I can't pull in the relationship name (product/account combo in my case) when I create a report using the "activity timeline" field.  Has anyone gotten around this without using bionic rules?  I'm still learning, so baby steps would be helpful!

We have a situation where we want to include more than two fields of the same data type as identifiers.

Hi everyone - I'm hoping for some help with Bionic rules.  We have attempted several without success, even after [i]thoroughly reviewing support materials, webinars, community comments, etc. Here's the scenario. We have an MDA table that stores our app usage data by feature by account by week.  That table also contains a very complex [i]calculated [i]field that scores the "health" of each feature.  To improve our scoring we need to know if a feature is owned or not, so I created a field to store a simple Yes / No value.  However, it appears to be impossible to populate correctly, even with Bionic rules. Is there a Bionic rules expert out there that would be willing to look at what we've done and help me find a solution.  Thanks in advance, Kraig

At Pulse, there was talk of an upcoming new feature where you could share a Gainsight Dashboard with a non-Salesforce user. I could have sworn this was part of the May release, but I cannot find the settings to turn that on. Anyone point me in the right direction? This would be a game-changer for the team that manages our partner renewals globally. Thanks!

We've got a great line-up of webinars planned for June, including the quarterly product roadmap webinar with Karl Rumelhart: Thursday, June 22 at 9:30-10:15 AM PT -- Amplify the Voice of Your Customer and Close the Loop -- Sign up Looking to enhance your Voice of the Customer program? Will Robins, Head of Customer Marketing at Gainsight, will present the latest Customer Success strategies for capturing customer feedback, analyzing the data, closing the loop, and assessing effectiveness with Gainsight's latest enhancements. Tuesday, June 27 at 9:00-10:45 AM PT -- Gainsight Product Roadmap Webinar -- Sign up Gainsight's VP of Product, Karl Rumelhart, shares what's planned for Gainsight's product roadmap and what it means for you. Wednesday, June 28 at 11:00-11:45 AM PT -- Getting Ready for Scorecards 2.0 -- Sign up Get all of your questions answered about Scorecards 2.0. Join Easton Taylor, Customer Success Manager, a

Apologies if this is posted somewhere else, I've searched and cannot find it. Is there a way to see the Relationship Name in the Scorecard Fact table? I just am seeing relationship ID. This was an issue with Scorecards 1.0 for us too. Note: This conversation was created from a reply on: Scorecards 2.0 & Migration FAQs.

I ran the user report for login but it doesn't show this information on the export from what I can see. Question came up yesterday as to how long our top users are spending on the forum. Anyone have any ideas where I can get this data? Thanks in advance for any help. Darran

In our "Cockpit" view, we have two owners listed in the drop down menu who are no longer with our company and no longer have Gainsight licenses. These people were previous owners of CTAs but we have since transferred all of their accounts & CTAs over to different managers. However, both names are still listed under the owners section in the Cockpit even though we have removed their licenses for Gainsight. Can you assist? Thanks so much in advance.

I am trying to find a way to readjust how the usage graph's Y axis is set. It seems to change automatically change the default Y axis values depending on the usage it finds but it typically does not represent the data very well. Is there a way to change this?

One of my Survey Participants shows in the Distribute tab as "Partially Saved" with a Last Activity of 5/24, however she says she submitted the survey when it first went out.  Is it possible to send her the link to her partially saved submission?

I am trying to bring the task name into a report on email assist tasks.  I am using the CSTask object and am able to bring in call to action name but not the task name.  See screenshot below... What appreciate any help.  Thanks! Jennifer

Hi, The task of ordering show fields in Reports is one of the most annoying bugs in Gainsight's user interface. It's there for months. Please, could you fix it? I'm using Google Chrome with Windows 10. I've recorded a video below to showcase what I mean: Thanks

Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha

A few patches were released to version 5.6, including 5.6.7 on May 30. Please see the patch release notes for details. 

We currently create CTAs to track customer visits and important customer calls. We then sync these with Salesforce so they appear within Activity History. We would like to use Milestones to track visits and calls, but I have not been able to find whether there is a way to sync Milestones with Salesforce other than creating a CTA from the Milestone, and then syncing, which is not convenient for our users. Does anyone have experience with this?

I have a customer who doesn't want the "Attributes" section to be very long and would like to have the ability to add 2-3 smaller attribute style sections. They would like to have the two Two Column format thats available in the attribute section today.