Discuss Gainsight Products

As the title suggests, is it possible to leverage the API with any third party code to export reports or perform other functions?

[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!] Question: Can we upload an email distribution list to send emails without including the SFDC contact IDs? Our list is coming from our LMS and we don’t have SFDC contact information there. When uploading an email distribution list to send out emails via Programs in Journey Orchestrator, Contact ID is not a required field. There are only two required fields: Email and Account ID. When using Programs, the distribution list can be uploaded as a CSV to create a Participant list without having to include Contact ID’s.            You can also use the email distribution list to create a Power List because the requirement is either a Contact ID(Salesforce) or Email field. This article provides information on how to create a Power List from an existing CSV.   For more information on Journey Orchestrator > Power Lists

Hi All, We are considering shifting from a color-based scorecard to a numbered scale. I am trying to figure out if a measure can be directly linked to another field so the number on the measure equates whatever the field's value is. In our instance, we track usage as a percentage. Say if a customer had 80% usage, we would like the usage measure to show 80 (green). Currently, we are populating this measure through a rule with 3 different buckets defining the green, yellow and red labels. Would really appreciate insight if someone has managed to do this successfully!

Good day! Please help :) It's necessary to export to Excel a list of topics and the number of comments. Please help me figure out how to do this.

I have a use case to treat nulls as zero on a calculated field in MDA.  It's simply A-B=C and in 25% of cases B is null.  In those cases I would like to end up with C=A but there doesn't seem to be an option to treat null as zero in MDA calculated fields.  Is this feature on a roadmap by any chance? It's also worth mentioning in this data set the nulls in B need to stay null for downstream logic.

I happen to notice something as I'm updating our old Custom rules to Bionic rules. I have included my email in the 'on failure' in the schedule for a rule created today but the analyzer says none has been configured. I like that it mentions it hasn't failed in the last 7 days but could it check for the email before then? I.e. a new rule that runs daily and someone doesn't add their email for failure, it can be failing for a week before anyone notices. Not sure what the total expectation is or maybe this could be converted to an idea. Thanks!

Hi all, i'm hopping other CM's can help me :) I want to submit a idea about making the login process easier, but i just don't know what would help. I only know i would really benefit from it. The problem: I notice that making an account or logging in is a big barrier for a lot of people. I get complains very often. And see that often other programs work better if i want a specific reaction from people. For example: I asked via e-mail to a bunch of customers if they want to write a review in a certain topic about one of our products. A lot of people clicked on the link in de email to go to the topic to write a review. But less than 10% wrote the review. I also tried it with a direct link to a online survey, this worked way better. So i think logging in is to difficult. (I don't want this, because then other customers can't read te reviews) ( We have login via SSO and e-mail) Does anybody have a idea to improve the login process?

Hello, Unless im mistaken I cannot rename the 'Gainsight' tab to 'Dashboards' or something equivalent? 'Gainsight' Seems an awkward and not suitable naming convention for a very particular tab which has a very particular function and explaining where to find Dashboards to new users is a bit awkward ("find the Gainsight app and then click on the Gainsight tab when you're in Gainsight") Could this be changed either by default or through Customisation? Perhaps Dash or GS Dash if it needs to be GS specific? Anything but Gainsight! Cheers, Faelan

I have an interesting conundrum that I wanted to put out to a wider group. We have a large customer base made up of mid to enterprise level customers that a large portion of which are running older versions of product that are losing their value slowly as the market shifts. To compound the issue, the newer product is not the market leader. We are seeing high churn rates in the old product and having trouble moving customers up to the new product. The bigger issue in this case is who owns the movement of these customers? Is it sales or is it CS? A quick example to illustrate the point: Customer spends $1.5M ACV on us and comes up for renewal. CS drive the initial interest in the new product. The customer comes back and says they are interested only if we swap out the new product for the old at no additional cost. From an incentive perspective in this case, sales has no incentive because there is no growth on the contract which they get paid. They do get comp based on the valu

Does anyone have a workaround for this bug? I am trying to create a record on a custom object by using the Add button on the C360 related list. This is the error I am receiving. I assume the code is looking for a field called AccountId, but since it's a custom object, this field does not exist. Any workaround or thoughts? Here is the error message “No access to field AccountId. Either the field was removed from the entity or access to this field was removed.”

Feedback from Jeff Kirkpatrick: With the Scorecard UI Enhancements in this release, the Scorecard Measure names are getting truncated in the C360 view where they were not before: 5.17: 5.20: Both of those are at 100% zoom resolution in Chrome.

Hi All, This requirement came via customer but since it cannot be achieved with the current design in place, I am posting in here- Request- If we leverage a third party to conduct NPS, is there a way to have a continuous feed into the NPS tab within Gainsight? I found this help doc (https://support.gainsight.com/Surveys/Examples_and_Tutorials/Load_3rd_Party_NPS_Results_to_Gainsight) but it only addresses one-time loads. I'm looking to solve for the use case where NPS is served up in-app and is always on. Basically, looking for an automated way to load the 3rd party NPS responses multiple times in Gainsight NPS tab? Thanks ~Shiv

Hey, A heads-up on a small change we'll make in the members dashboard. The "Total Members" KPI will only show activated accounts: users with the user role registered or higher. Unverified accounts will be excluded from this number. This means the number might drop (depending on the amount of unverified accounts in your community) but it does show the actual numbers of people who successfully signed up and activated their account. This change will be rolled out in the coming days.

Has anyone managed to successfully set up an S3 ingest job so that it notifies you via Slack when it completes?  I've been trying to set it up on the Schedule page of the Ingest Job and have tried several variations (With headers, without headers, with HTTPS, with HTTP, etc.) but always end up with the "Test Failed. Please check the URL." message. I have Slack notifications set up just fine in my other systems, so I know the URL is correct.

Do most folks who implement Relationships do so first in a sandbox and then in production? What are some other use cases for purchasing a Sandbox specifically for Gainsight?

I would like to edit the field names in the Timeline Activities Object. The duplicate naming conventions lead to confusion when trying to build reports. (Example, the word name is repeated at least 10 times) What is the best way to do this?

We would like to send out an email (in our current program) to respondents that answered a survey in a specific way. Essentially, we would like to add a conditional outreach within the program model. Is this possible? I am not seeing how to do this.

Hi all, Is there a a tutorial guide on how to add pictures of CSMs to a CTA in Cockpit? Thank you in advance, Jasmine

Something I noticed in the timeline is when I try and attach an Email it does not let me save it. I know the emails are in Unicode, but that is what they automatically save to so I am wondering if this can be changed or when while this file be supported in Timeline Attachments?  

Welcome to the PX Community! For a quick demo on how to navigate, post, and earn points on the Community, watch this 3-min video.    The PX Community is the place to: Ask questions, and share best practices, solutions, and use cases for PX Tell us about a business challenge you’ve been able to solve with PX Discuss product experience and product management industry topics Network and connect with your peers in Customer Success and Product Experience So, what are you waiting for?! Join the conversation! 

How can we track our Products / Services in Gainsight, as a part of C360s and R360s? The only functionality I have been able to find is "Product/Features" which offers a flat list of products that can be marked manually as activated. I would love to be able to see Products/Services mapped to not only C360s and R360s but also users - in Person object and track them interactively same way as we track our customers - link users and their usage to individual products, Zendesk cases raised concerning specific products etc. Dashboard showing where the most revenue/churn/users/usage/issues etc comes from. Maybe even a product-level healthscore? Is there a functionality within your product that supports this? Relationships come to mind though we're already using them for our customer segmentation. If Relationships is the only way to go, can we have different levels of R360s? Thanks in advance! Katerina

I have a suggestion here to enable better transparency for gainsight users with regard to the gainsight 360. This is an important part of the product in order ti determine adoption, reallocate seats, communicate usage to management,etc. After starting an effort at my company to communicate GainSight usage data to managers, I later found out that the GainSight 360 (after 2-3 weeks) data was completely incorrect, which caused issues internally. I later then found out after much back and forth with gainsight that this is because the GainSight360 doesn't capture user data for those users that use ad blockers. A strong suggestion would be to make this a prominent bit of communication on the GainSight360. I also don't see this mentioned anywhere in gainsight support article on the GainSight 360: https://support.gainsight.com/View_More_Categories/Team_View/User_Guides/View_Gainsight_360 If it were could have saved us a lot of time and effort.

I have two fields on my account record, "Total SFDC Balance" and "Total Platform Balance" I created a standard report to show me values for those fields for all customer accounts. I'd like to create a filter for my report to only show me accounts when "Total SFDC Balance" and "Total Platform Balance" are not equal to each other. Can I do so in a calculated field? If so, how?

The 5.20 release is coming Tuesday, 11/13, but you can see what's new in this 10-min. video!   We're also offering a live webinar on Wed., 11/14, on the new Gainsight Analyser tool which helps Admins scan their environments for configuration problems and optimize their setup! Click here to register for the webinar.

The Gainsight Analyzer is a new tool for Admins that scans your instance for configuration errors and inefficiencies, and helps you optimize your org's performance! There are analyzers for reports, scorecards, rules, objects, and ingest jobs, and we're building more!   Watch this 30-min. webinar recording for an intro to the tool, and check out our documentation for guided assistance.   Please post your questions and feedback in the Gainsight Analyzer Topic on the Community.