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Customer Success (CS)

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5037 Topics
scott_496fa0
scott_496fa0Gainsight Employee ⭐️
posted in Customer Success (CS)
Webinar Recap: Day In the Life of a Gainsight CSM

Yesterday, August 28th, we hosted an insightful webinar, Day In the Life of a Gainsight CSM: Workflows, Insights & AI That Help CSMs Scale Smarter.The goal was to showcase how Gainsight helps CSMs:Start the day strong with a personalized Gainsight Home dashboard and actionable cockpit views Prioritize accounts with AI-powered health score signals and Staircase AI relationship insights Get up to speed quickly with contextual customer data using Cheat Sheets and Timeline summaries Drive proactive engagement with AI-generated follow-up suggestions and Success Plan tracking Streamline task execution with custom Cockpit views and CoPilot-powered touch pointsFeatures We Reviewed:Starting My Day GS Home Write with AI Group Send CoPilot Prioritization & Preparation AI Cheat Sheet Staircase.AI Health Score Timeline Follow Up Tasks & Action Items AI Follow Up Cockpit - Custom Views CTAs & Playbooks Success Plans Spaces In case you would like to go back and watch the r

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scott_496fa0
marie
marieGainsight Employee ⭐️⭐️
published in Customer Success (CS)
Integration with ReferenceEdge

Announcing our new instructions to integrate Point of Reference's ReferenceEdge product with Gainsight!  Customer Success and Customer Advocacy are closely related and now, through the integration of Gainsight and ReferenceEdge, data interactions and activity management is made seamless. ReferenceEdge provides a single source for customer advocate information and customer content, and automates key customer reference processes such as reference requests.  Visit our support article for more details on the integration overview. The instructions cover four use cases:  Use Case #1: Create a Gainsight Health Score based on the ReferenceEdge Reference Status Use Case #2: Update Referenceability based on Renewal Stage Use Case #3: Set Reference Status based on Overall Health Score Use Case #4: Display Reference Activity on the Customer360

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kisha1515
Andy Trevino
Andy TrevinoContributor ⭐️⭐️
asked in Customer Success (CS)
CSM usage of Success Snapshots - Reporting

Hello GS Community! I am wondering if there is a way to report on CSM usage of Success Snapshots. My CS leadership team needs visibility into the frequency of use by CSM and it would be great to see which companies a Success Snapshot was created for. I searched for a standard object and did not find one. I am wondering if anyone has a way to do this. Thank you in advance! 

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Tejashwini Golla
sakumar
sakumarHelper ⭐️
published in Customer Success (CS)
Auto Populate Company/Relationship Fields in Low Volume Object

While CSMs are creating a new record in a Low Volume custom object from C360/R360 > Related List (Report on Low Volume object), other fields having lookup to standard fields from Company or Relationship are populated automatically.Business Use case: If the Industry Type string field in the Low volume object looks up to a standard field in the Company object (other than Name and GSID), while adding a new record in the Low Volume object, the Industry Type field is populated automatically.Notes: Low Volume Object fields having lookup to a custom field in a Company or Relationship fields are not populated automatically. Previously, fields which look up to Name and GSID in the Company object were already auto populated.This enhancement is also applicable while adding a new record from the Data Operations page by Admins. For more information, refer to the Data Operations article. For more information, refer to the Overview of Customer 360 Details article. 

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Rishibha
RishibhaGainsight Employee ⭐️
posted in Customer Success (CS)
Webinar: Turn Customer Feedback into Action with Gainsight Surveys

 In a recent webinar, we discussed how to turn customer feedback into real action with Gainsight Surveys. The webinar broke down survey strategies, execution best practices, and technical know-how to help teams level up their customer experience game. Key Takeaways: ✨ Types of Surveys Transactional – Quick check-ins after key events (implementation, support, training, webinars). Relationship – Periodic pulse checks to monitor sentiment, spot risks, and identify advocates. 🛠 Best Practices Map surveys to the customer journey so feedback is timely and contextual. Ask questions with purpose (beyond NPS/CSAT). Keep a survey calendar to prevent fatigue. 💌 Communication Strategy Warm up with a “heads-up” message. Use simple subject lines + reminders from the CSMs. Personalize follow-ups: ⭐ Promoters → Thank + invite to advocacy programs 😐 Passives → Probe for more context 😡 Detractors → Acknowledge & escalate thoughtfully 🔄 Closing the Loop Always acknowledge

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Rishibha
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BsandbergContributor ⭐️
asked in Customer Success (CS)
Gong Integration in Gainsight - Smart tracker?

My team and I just met to connect Gainsight to Gong via the support documents we were given: https://support.gainsight.com/gainsight_nxt/Timeline/02Admin_Guides/Configure_Gong_Integration_Settings However we ran into an issue right off the bat however as the first step listed in this configuration guide is to set up API access across all our keyword trackers, and this is not available to us because we primarily leverage smart trackers and this API connection feature didn't exist in the same way as it does on manually added trackers. Is there a way to use Gong's smart trackers and feed those into Gainsight via the API? Thank you to whomever jumps in with advice or wisdom!

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markpouseeContributor ⭐️
asked in Customer Success (CS)
Journey Orchestrator Email Delivery Lag Best Practices to Improve Timing?

Hi Gainsight Community!I’ve built a journey using Gainsight’s Journey Orchestrator to deliver triggered emails (via SendGrid) based on customer milestone events. Overall, it's working but I've noticed a recurring issue: emails are being delivered several minutes late, even though the journey timeline is configured for near-real-time action.Here’s what I’ve explored so far:Verified that the journey is scheduled for immediate trigger rather than batch processing. Checked that the events are arriving in Gainsight promptly, and the Email Action step runs right after they’re triggered. Reviewed the SendGrid API delivery confirmation happens quickly on their side, but the recipient receives the email with a noticeable delay. Enabled debug logging in Journey Orchestrator but haven’t seen any queue backlog or runtime errors logged.I’d love to hear from the community:Has anyone experienced similar delivery lag, even when the orchestration runs “on time”? Are there performance tuning tips or arc

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dayn.johnson
amasica1217
amasica1217Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gong Integration: do calls manually uploaded to Gong come over in the integration?

Hi everyone - we had a CSM that wasn’t seeing any of her Gong calls come over to Gainsight, and in checking the integration, i didn’t see them coming over there either.She was having issues with Gong so she needed to manually upload her calls to the Gong system.Should we expect those come over (is this a bug?) or is that a limitation of the integration?

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Mdsingh
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA Admin - Detail view layout configuration

When adding fields to the Detail view layout configuration for CTAs, is it possible to rearrange the order of the fields? Or do you have to delete them all and re-add them in the order you want them?

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spencer_engel
spencer_engelExpert ⭐️
posted in Customer Success (CS)
Tutorial: Simplify Your Subscription/Opportunity Data

Summary: If your organization is like most businesses, even the most seasoned Sales or Sales Ops professional may not know everything about all the nooks and crannies in your opportunity, contracts, and/or subscription data. For Customer Success professionals? Forget about it. No matter how you filter the data, it can still be tough for CSMs to parse what products/solutions a customer owns, how much ARR is attributed to each line item, and the start/end dates for each one.   If your Opportunity/Contract/Subscription data is already perfectly streamlined in your CRM, congratulations! Must be nice 😋. If not, please read one to read how we put together a high-level, user-friendly view of customer subscriptions by transforming our complex Salesforce Subscription object data into a more digestible format for CSMs.  I’m probably stating the obvious, but please keep in mind your data will look different than ours, so hopefully the example I provide here can at least get you started on your j

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revathimenon
ahamburg9
ahamburg9Helper ⭐️⭐️
asked in Customer Success (CS)
Glean and Gainsight

Has one connected Glean with Gainsight, and more specifically, the Timeline API?We are trying to central a lot of different data into an enterprise search tool and this would be amazing to get some guidance on how to do this.

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ahamburg9
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stefanoboniContributor ⭐️⭐️
asked in Customer Success (CS)
CoPilot Roadmap

Hi all, we’ve been using CoPilot and the potential we see it’s huge, what is the roadmap? Meaning when are we going to be able to query on multiple objects (not only Company & Timeline)?Thank you!

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bradley
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Using Calculated Fields to Map in Survey Answers in Journey Orchestrator Program

Learned something cool, and wanted to share!Use Case: Building a survey program for post-implementation survey to the customer. After responding, we have a conditional wait that if the CSAT score is 2 or 1, create a CTA and send an FYI email notice to the implementation team member’s manager with the relevant details.Issue: We needed to map in the survey answers submitted by the participant in the FYI email notice to the manager, but survey answers are not OOTB tokens in a JO program.Workaround: You can use Calculated Fields from the “Survey User Answer” object to map in survey answers! Here’s how I set it up:Configuration:From Participant Source, add Calculated Fields. For each field, map the following:Show Me: Answer > Title Filters: Question > Title = XYZ (to narrow down the question whose answer you are mapping) Survey > Name = XYZ (to narrow down the survey from which you are sourcing the answer) Participant ID > Email = FIELD Recipient Email (to tie the response to

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katelyn.turner
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Jane GoeringContributor ⭐️
asked in Customer Success (CS)
Spaces Configuration

We are launching Spaces soon and have a couple of questions:Customer Logo in Spaces - How does a customer upload a logo? I have uploaded our logo but am not able to view it in preview mode or see how a customer will update their logo. Customize Spaces Header - Will their be a way to standardize a Welcome Header for our CSMs to modify versus creating from scratch every time?Will the documents feature be accessible in Spaces? When will the Customer Goals and Metrics be accessible in Spaces?

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mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
JO: Reason for only selecting one Relationship in a JO Program

Hi, Way back when, I had a GS Admin tell me that I could only create a Journey Orchestrator program for 1 Relationship Type. And I see that when you create a JO, either Old or Redesigned, I only get the choice of selecting 1 Relationship. But I am noticing some JO program admins creating programs with 1 Relationship selected upon creation, but within the Query Builders, they are selecting more than 1 Relationship. I believe the reasoning for only having 1 Relationship per JO Program was due to Journey Analytics. But I’d like to get some confirmation on this.  Are there any other drawbacks that I should be aware of? Thanks!

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dayn.johnson
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BritneyZhouContributor ⭐️⭐️
asked in Customer Success (CS)
Automatic way to push items from Zendesk into Gainsight?

Hi Gainsight community! My org is trying to find a way to automatically import ticket (emails) from Zendesk into the Gainsight timeline. Currently, our agents are manually forwarding to the Gainsight timeline via the forwarder email or using the widget in Gmail.  We have contacted Gainsight support as well and no luck there about the integration.  Hoping to see if anyone is in a similar situation or any ideas on how to automatically get Zendesk’s tickets to be logged in Gainsight timeline. Thanks in advance! 

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ryanne.perry
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leahmiroContributor ⭐️⭐️
asked in Customer Success (CS)
Staircase AI & AI Follow Up

We are a Staircase AI Customer and have Call Summary Upload turned on in Staircase AI to get Timeline entries autogenerated in Gainsight. We do not have AI Follow Up in GS CS turned on. Does anyone know whether we should turn both features on to capture the timeline entries within GS, or do the features do the same thing? Is one better than the other? 

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Sowjanya AdirajuContributor ⭐️⭐️
asked in Customer Success (CS)
Negative operator on Created date

Can anyone advise on how do I built the query for Accounts that do not fall in the given range of created date?Like I dont want accounts that have been created in last 3month?

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Sania Ahmed
Sania AhmedHelper ⭐️
posted in Customer Success (CS)
📢 Improved API Developer Documentation

All the Gainsight CS NXT API Developer Documents are now restructured.What’s changed?The API Documents now have consistent structure and format. The API Documents are now aligned with industry standard API Documentation.What’s next?We will prioritize and start working on Gainsight CS SFDC API Documents accordingly.Your support/feedback is highly appreciated! Please feel free to reach out to me (@Sania Ahmed) if you have any queries or suggestions!Thank you!FYI @mphan @Neelam  @Shayeri Sen @Divya Nair @Adrian Raposo @Deepika @Sneha Naranje @Uzma Gani @MayurGhiya @mdfahd @Raimy Paulson  @anirbandutta

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shayerisen
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Line break when concatenating

Hi community,May be a simple question but we’re trying to concatenate a few string/text fields into a Rich text area field that lives in the Company object. This is very easy, however, for the new field to be somewhat readable we would like to have a line break between which field we’re concatenating. Is there a way to add a line break when using the concat formula? If not, any workaround?  Thanks you all

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speacher
speacherContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Home Page and Group Send Widget Troubleshooting

I have several issues that have arisen from trying to add the new Group Send widget.I followed the job aid to add the new Group Send widget to the custom Home page for our team but the People Widget is not showing within the new Portfolio option despite publishing the new version and it showing on the configuration preview screen.  See screenshot where it is missing. I keep getting a message on both my page and the users that the “Admin Portfolio is Not Configured”. I cannot figure out what permissions or edits I need to make to configure the portfolio. In addition, some of the users within the group that it is published to are not even seeing the updated Home page despite being in the User Group I published it to. It also did not show for me at first but I changed mine to the Admin Preview and then went back into the Home configuration and chose “Make My Home Page” there and it finally showed. The end Users don’t have this option.  How can they override their home page to see the new

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Carol_Keyes
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sappipopracticeContributor ⭐️
asked in Customer Success (CS)
need help on Solution Scorecard HealthHome

I'm new to the Gainsight tool/application and would appreciate any guidance or coaching. Could someone please help me understand how to achieve GREEN status for my Task #6 from NA? What steps should I follow to update this card with my results? (Please refer to the attached screenshot, especially highlighted box and its entrees.) 

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romihache
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Is there a way to count items selected within multi-select fields?

I’m trying to count the number of items selected within a multi-select picklist and basically assign a ‘score’ based on how many items are selected within a particular list. I was able to work through a few of these using a case expression, but anything with over 3 choices there are just too many options for this to be feasible. Is there another/better way to count the items selected so I can then SUM a group of fields together?

58113
jordan_cook
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jadkins.iiqContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Automatically Assign CC Annual Badges via CS Journey Orchestrator

We are in the midst of setting up automations that would assign badges in CC based on specific criteria. We have CE certification badges being automatically assigned in CC once the certification is received, all integrated via CS Journey Orchestrator.  Now we are looking to automatically assign annual CC member badges using CS Journey Orchestrator. My question comes from the Filters in Data Designer. I am having trouble setting it up, such that “Registration Date is greater than or equal to 1 year”. Is this possible with the date filters? Am I missing something?  

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Kenneth R
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
How can I best visualize the results from a matrix type survey question in a report to be used on a dashboard?

How can I best visualize the results from a matrix type survey question in a report to be used on a dashboard?Below is a snapshot of a matrix question used in our survey. I’m trying to build dashboard reports for each survey question for CSMs to see overall responses from their customers. Creating a valuable view of responses to the matrix type question is proving to be challenging. Ideally, I’d like to see a report look like the snapshot below - where a total count of each response is listed for each “sub-question”. Then I want to be able to click on that number to view more detail (customer name, respondent name, response date, etc).Is this possible or a similar view possible? Any help would be appreciated!

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jessica_owens

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