Discuss Gainsight Products

Our internal audit team identified Gainsight as a resource hog because of the Customers Tab.  I have drop down in the Customers Tab that shows all accounts that Gainsight Administrators need, but not all reps.  I submitted a Support Ticket and they recommended I post here to ask for a permission set to allow certain reports to be viewed by certain profiles or permission sets.   I am not sure if this is possible, or even realistic since this might not be a problem for other companies.  

Our CSMs schedule recurring Event CTAs to capture their regularly scheduled weekly, bi-weekly, monthly, etc. interactions with their customers.  One of our CSMs scheduled a duplicate instance of her recurring call with a Customer and the 'delete event' option does not allow her to choose whether she wants to delete the individual instance or the entire series; it is specific only to the instance of the series.  Does anyone know if there's a way for the CSMs to adjust this themselves?  And if not, how do I, as the administrator, do so for them?

Would anyone mind sharing some of the higher value rules used by your organization?  We have 11 set-up but the higher value ones to us are:  90 Days to Renewal (w/ CTA and Playbook) Change in Licensing (Add/Remove/Renew/Churn - w/ CTA) New Customer / CSM Assignment (Kicks off our welcoming process playbook) New Feature Enabled (Milestone and Feature Update) Sponsor Tracking Rule Lack of Customer Engagement (w/ CTA and Playbook)

Our teams are really loving the clean look and feel, and are really loving the widgets being changed to links on the left! Great job!

I'm trying to set up a calculated field to compare usage impressions month over month so a CTA will be triggered when usage dips by 50%+ from one month to the next. 1. I upload usage data to GS around the 20th of each month for the previous month so I was scheduling the rule to fire on the 24th of each month (in case I'm a day or two late). I use the first of the month as the date when I upload (so April usage is uploaded to 4/1/2016.) 2. Here's my thought - If I used "in the Past 2 months" this would bring me back to 3/23 so would capture the 4/1 data. Then, I could use "Prior 1 month" which would then go back to 2/23, allowing me to capture 3/1 data.... and this would calculate the percent difference between 4/1 and 3/1, right? I set up and it did not work. It returned results for clients who's usage actually increased as well as decreased at a rate lower than 50%. Am I over complicating this?! I would think this should be pretty standard. Thanks for any help! Jamie

Is there a way to send emails from SFDC templates based on whether a CTA is present in a customer's account? Essentially, we have a rule that we've duplicated so that we can run in two times throughout the day. The first rule sends an email to a new customer contact AND creates a CTA called Onboarding and the source object is Contact. The second rule sends an email in the same way as the first rule; however, the source object is Call To Action and the rule filter is based off of the fact that a Call To Action Name does not contain Onboarding.  The problem is that when I go to setup the rule, the Send Email action requires that there's a contact identifier in "To:" and I put "Account:Id" and it's Mapped Via "Contact:Id". Is this going to function properly and send this to the contacts within the account?

When a CSM cancles a CTA, why would it still show in their Cockpit?  Is there a way to configure those to be removed from their standard Cockpit view?  If they've canceled the item, there's no useful reason to display it on their task list, correct? 

I was eager to try out the calculated field/formula feature in MDA that was just released, but for some reason when I create a Number field on an object in my sandbox, the Calculated Field appears but it is not selectable and I cannot click Create Formula. Anyone else encounter this or just me?

We are working through setting up a few playbooks for our teams. There are a few tasks in each playbook we would like to have closed if certain tags appear on a Zendesk ticket. Because of our Zendesk data is in MDA, I'm struggling to get the rules written correctly to close a specific task based on the criteria. Is it possible to close CTA Tasks from Rules or can we only close CTAs from rules?

Can someone provide some additional information on how a reputation score is calculated, and at what thresholds does it become impactful on the execution/performance of outreaches?

Register for Admin Office Hours on Thursday May 19 at 11am Pacific. Submit your questions to this thread and we'll add them to our topics list below! This week some of our Product Managers and Engineers will join the session! Once you register, you'll receive an email with a link to join the session. Post-session, we will update this article with a summary of answered questions and link portions of the video for those who could not attend.

Delay observed in Rules and Data Processor Jobs: Wednesday May 18, 2016 Due to huge influx of Clickstream data last night,  we have observed delays in running of Rules and Data processor Jobs. All systems are now back to normal. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

We have reports generating that show that there are new CTAs when they don't exist. I have attached the screenshots of the issue that I encountered today. The report is called CTAs by CSM and Status and it appears in "Nik's Dashboard". 

Will there be any videos or notes community members who were not able to attend Pulse can access?  Thanks!

We noticed that if a scorecard metric score stays the same and you hit the checkmark to save it, it does not update the last modified date. This is essential for us to know how up to date our scores are. Instead, you have to hit the refresh button to do this. Why not just give the checkmark the full capability when the score stays the same? The refresh button feels unnecessary.

We direct CTAs to different CSMs based on the regions that each CSM manages. I would like to use OR statements in the Action Criteria so I can filter on "Region equals EMEA" OR "Region equals Nordics" etc. Right now, I have duplicate Rules set up for each CSM based on the regions that he/she manages. It would be more convenient to do this within a single rule.

Hello All,  I am a fairly new manager (18 months) to a small team (3) of Customer Success Specialists. I am looking for any resources that seasoned managers would recommend for someone new to the management world in general, and in relation to managing a customer success team specifically. Any and all recommendations welcomed! -Books -Courses (online, in the classroom, Udemy, General Assembly, etc.) -Blogs -Articles -Your own findings and tips and tricks Thanks! 

I know there is a Comments section for each CTA, but is there a best practice for where to insert "resolution" notes for when we close a CTA (closed success or risk or no action). The reason is for easy roll up/reporting to the executive level. One way I can think of right now is to encourage CSMs to add into the Comment section the "resolution" notes at the top level of that box... but are there any thoughts to create a separate notes section for this? For example, a CTA for M&A; comments section will have background notes/summary of risk; unable to save account, CTA closed risk; maybe note box pops up and CSM then inputs resolution notes. Ops can then extract report on those separate fields for exec briefing and/or at risk meetings. Thoughts? 🙂

When I am creating a report, I would like to sort it by a field within the SF account page. I am able to 'show' the field but when I try and sort by the field it isn't an option. I have removed it from the 'show' section first but it still does not allow be to sort by the field I want. Has anyone else come across this and found a work-around? 

I am trying to reload some usage data for our product into an object located in the Data Management section (the data loaded before had errors), and then I am running the aggregation step from the Integration section. But I have noticed really big differences in the time it takes for the integration to end, although I have a similar number of lines that are aggregated. It can take from several minutes to several hours, and I don't understand why.  It's really hindering my work, because I don't know what I can count on.

Hello Everyone! The team behind Community is going to be at Pulse and we would love to meet you all in person. We want to hear your opinions on Community: what you like, what you dislike, what makes you want to come back, or what doesn't. Pulse 2016 is going to be a great experience for everyone there and if you enjoyed some of the contest we have held here on Community, then you are going to love what our team planned for Pulse! So print off an extra copy of business cards and get ready for the Customer Success event of the year! We hope to see every one of you there! Let us know what you are looking forward to or if you are able to attend below! And if you aren't planning on going I hope you reconsider and get your ticket soon! 

I am trying to add tokens to a CTA so that our team can identify what caused the CTA to trigger. When I add the tokens to the 'Comments' section, the token does not run. Any suggestions? 

When I try to log into Cockpit Leaderboard in our instance of GonG, I am getting no results. Not sure if this was something that took place following the UI upgrade. 

We are hosting a Vault asset suggestion competition! Between May 9th - May 13th at 5pm PST, post as many new ideas for vault as you can (Playbooks, Email Templates, Surveys, Reports, and Rules). Whoever posts the most ideas by 5/13 @ 5pm PST will receive a $100.gift card! Post your asset suggestions in the Vault category here on Community. Best of luck!

Is there a way to mass add or update information on customers similar to what we can do in SFDC with Data Loader or the SFDC API?  We have several customers who essentially are on Comped plans based on several factors in our Databases, but that information wasn't passed into Salesforce. So when the accounts were moved into Gainsight they show as being on regular plans. I'd like to add tags to each customer that says "comped" or something similar, but I cannot do it one at a time.