CS: Beginner Admins in Training

Question: Have you encountered the need to reset the SFDC Connection in Gainsight? Due to employee turnover, you've lost the login credentials for our integration user, and you're looking to reset the password to re-authorize the connection. Are there any specific challenges or considerations you should be aware of in this process? Additionally, if the reset is completed, does it require a reconfiguration of the Company Sync job? Answer: Certainly! When resetting the SFDC Connection in Gainsight, it's crucial to ensure that the newly assigned user maintains the same permissions as the previous integration user. A dedicated integration user is recommended over a human user for optimal security and system compatibility. By following this approach, you can streamline the re-authorization process and avoid potential hiccups. Keep in mind that after resetting the connection, it's advisable to verify and, if necessary, update the Company Sync job configurations to ensure seamless data synchr

I am currently studying for my Level1 admin certification and one challenge that I’m having difficulty in overcoming is learning the Gainsight Objects and finding the right field(s) that I want to use for business rules, reports, etc. I refer regularly to the Object Glossary but sometimes I am still not able to find what I am looking for. For example, I want to create a report that shows the average login trend for a customer’s users but I can’t find an Object that contains login information. Does anyone have suggestions or best practices on how they learned the Gainsight Objects or find the right fields that they need? I appreciate any guidance.

Who, What, Where??? If being a new Gainsight Admin has you a bit overwhelmed and feeling like you’re drinking from the firehose, I wanted to share some resources to help you get organized. First, let’s start with Gainsight University . 🎓 As the name implies, GS U has lots of learning content across the entire Gainsight platform for everyone from new end users to admins to leaders. Here you can also find information on Certifications and our Live Training Events! We offer a variety of Live Training Events including Admin Instructor Led courses on our top features as well as training on other products. Additionally, here are some Practice Exercises you can try out. Contact training@gainsight.com for a training environment to safely practice and feel confident before configuring in your own environment. Speaking of Certifications … if you’re working on Gainsight Admin Level 3 Certification, there is an Admin Certification Office Hours where we discuss the exam content, format, and some p

Hello Admins! Can you believe there are less than 100 days left in the year? 🍁🎃🍁 Let’s add a few more knowledge nuggets to our Gainsight toolbox before the year ends starting with this: There was a recent question posted about tracking url clicks when there are multiple urls in a JO communication. Our rockstar admin Rebecca Sherman @rebeccasherman shared a really insightful response pointing to the Email Raw Events object as the solution. This object holds record level data for each click and includes a field “Batch Name” that holds the Program Name along with a Clicked URL field. This object really gives you the details behind those clicks! Here’s a quick snapshot of some of the fields in the object that might be helpful: Give it a try and drop in any feedback you have!

Happy Fall Admin friends! 🍁🎃🍁 Have you wanted to do some A/B testing but weren’t sure how to split your pool into equal parts? In a slack discussion, there were several ideas proposed to do just that. Here are some of the suggestions made to create equal groupings: Rebecca Sherman @rebeccasherman suggests assigning AB based on the last character of the GSID. Note that the midpoint is H because numeric characters are sorted first. Here is a screenshot shared to support the setup in Query: Wayne Baker @wayne_baker suggests the following process: The true way to divide equally would be to rank them and then use the rank filters to get your groups. (Example: Count Total number of contacts =1000) Divide that total by the number of groups you want (Example: 4 groups: 1000/4 = 250) The result is your first filter, then create a column per a group and multiple it. (Example: Your first filter is the 250 result, so now you create your next group filter and you say result multiple by 2 giving

I have recently made changes in data, which would result in a new set of picklist items in one of the fields in C360, when I do a manual test run on the rule that updates the data object responsible for that field, there are zero records failing and the new picklist items are showing up in the log, but when I do a manual run all the records with the new items are failing. How can I further investigate this difference in the manual run and test run?

Hello! I am looking at the Analytics for a Program in Digital Journey. I basically need a way to create a dashboard with all the same information and hopefully have it be dynamic for which program is running that month. I want to be able to drill into each report (like you can on the Analytics page for the Program) and have our CS team be able to manage unsubscribes, opens, clicks, etc. How have you done this at your company? would love any ideas! thanks in advance!! :)

When selecting reports from a List View, you can multi-select all the reports in the same page by checking the first one, scrolling to bottom, and then shift clicking the last one. This will select all the reports in the range. Once all are selected you can easily uncheck any that should not be included. Thanks to our amazing admins for pointing out the time-saving effort of this quick tip! @wayne_baker and Sarah Miracle!

Hello Admins! A recent question from the Global Gainsight Admin Slack channel is the root of this post. “Does anyone have a list of yearly tasks they have to manage to maintain Gainsight?”. In my past roles supporting financial solutions there was always the dreaded year-end where the ghosts of annual maintenance would come knocking. I recall how maintaining a living document of the list of tasks and reference to how to achieve them was key to survival. I wanted to capture some annual Gainsight maintenance tasks here to help provide reminders and support for those key times when things get a little hectic. So, drop your suggestions in the chat to help build a more comprehensive list of tasks that might be needed on an annual or infrequent basis. Here’s a few from the OP: Report Maintenance - reviewing dates or headers that need to be rolled forward Surveys - review end dates or deprecate as needed Data Design or Rules Maintenance for dates Updating or Creating annual Campaigns in SFDC

Pulse Academy Live is coming to St. Louis, Missouri, on May 14th with two different Admin training courses, and we’d love for you to join us! This is a unique opportunity to gather in-person with peers for a full day of knowledge sharing and networking on the day before the annual Pulse conference. The full agendas and registration details are available here . Admin 101 is for new Gainsight Administrators interested in a hands-on learning experience covering the fundamentals, such as data management, building rules, using simple programs, setting up health scorecards, creating reports and dashboards, and more! (Note: if you have already taken instructor-led Admin training, you have likely completed the equivalent of the Admin 101 training.) Admin 200 is intended for experienced Gainsight Administrators (roughly 1+ year of experience), and every year we design fresh hands-on learning experiences. This year you’ll get the chance to learn all about the new Digital Journey tools to build w

Did you know there is a Gainsight feature called Associated Records in Timeline? The purpose of this feature is to tie multiple Customers, Relationships, Cases, or CTAs to a single Timeline entry. But why would you want to do that?? Here are a few simple use cases: A CSM facilitates a call between two customers and takes notes to attach to Timeline, they can associate both customer records to Timeline so the activity will appear in Timeline Activity for both accounts. Three customers attend a training session. Trainer captures notes and wants to create one entry to appear for all three customers. We are piloting some roundtable discussion events where we invite a group of clients to come together. We want to create a timeline activity for each client with relevant contacts associated but don’t want to log each activity individually. The Setup: With some minimal setup, each of these use cases can be solved with a single Timeline entry that will post to multiple customer records. Configu

Track Field Changes in Gainsight - A Quick Guide Ingredients: Real Time Rule+Low Volume Object+Horizon Rule+External API Call+High Volume Object

Hello Admins! Our Gainsight Community platform is a great resource with many articles created by some of our amazing members. But with so much great information, it’s sometimes helpful to spotlight some of the content that calls out best practices or uncovers really useful tips. Here’s a starter list of some posts you want to check out if you haven’t already: Creating High Quality CTAs Avoiding Low Quality CTAs Email Tactics to Ensure High Email Deliverability and Open Rates Creating Compelling Email Content in JO Programs Sourcing GSIDs for Dropdowns and More Using Real Time Rules to track changes on the Company object How to Use Rules to Update Fields from a CSV Help me round up other Community posts of best practice and helptul tips and tricks and I’ll add them to the list above. Have a great week!

Hello Admins! I got a request to type up a short guide about using Cyberduck as your S3 tool, so here we are! Cyberduck is a software tool that you can use to access your S3 buckets, whether to import or export your CSV documents. While it’s not the only S3 tool available, we tend to use it because it’s free and works on both MacOS and Windows. Please note that since I am on MacOS, your application may look slightly different than mine, but all the same steps should apply. In order to successfully use Cyberduck, the first step will be to install the program from https://cyberduck.io/. Once installed, launch the program and navigate to the Bookmarks tab. Bookmark Icon Next, click the + sign in the bottom left corner (or right click → New Bookmark) Create New Bookmark On the New Bookmark window that pops up, you will need to edit four things; the connection type dropdown, Access Key ID, Secret Access Key, and Path. It’s also a good idea to change the nickname for easy recognition later o

Use case:Created a CSAT JO Program for our Customers who use an Outsourced Implementation Partner. Since the Program Template is Non-Operational, we cannot CC. We do, however have the “Outsourced Implementation Consultant Email Address” in our taxonomy. I tokenized and mapped the Outsourced Consultant Email and built the Program. Upon activating, our Consultants are telling us they are not receiving a copy of the email. In the Program Activity, the Consultant’s email address is showing. But, I’m not finding any fields in AO Emails, Email Logs V1 or Email Logs V2 objects when building a Report Builder Report to QA whether or not the Consultant actually received the email. Is there a way to report on email addresses that were part of the “Email A Copy” functionality in Journey Orchestrator? I’d like to see it in Report Builder vs just what’s shown in the Program Activity widget. Thanks!

We have users complaining about the out of box Timezone list on contacts. It is not very intuitive to select the correct timezone, and doesn't have the difference from GMT or UTC listed. The only places we are using it is for our users and contacts. I'm thinking of just creating a custom object for contacts that has the dropdowns we'd like to see for timezone. Is there any functionality tied into the system Timezone field for contacts that we would lose out on by moving to a custom field in its place?

has anyone recently taken the certified admin test? How did you prepare?

In this Spotlight 🔦 article we are fortunate to host Matthew Lind who has worked in CS Ops managing Gainsight for organizations including IBM, Splunk, and Auctane. Matthew Lind (matthew_lind) is also the lead author for the Customer Success Operations learning path on Gainsight’s Pulse+ platform. We asked Matthew to share some wisdom from his vast experience with the community and he responded very enthusiastically with some deep, insightful responses. Take a moment to check out Part 1 below and stay tuned for Part 2 coming soon! Thank you Matthew and cheers to you and the rest of our community of admins! 🥂 What's your story of how you became a Gainsight Admin? If you had to do it all over again, is there anything you'd do differently? I deployed Gainsight for the first time in 2015 (gasp!). This was a world in which Journey Orchestrator, Timeline and Data Designer didn't exist, and you had to install Gainsight as a SFDC managed package. At the time, I did a lot of cross-functional w

Welcome back Admins! In our last Spotlight 🔦 series episode, we talked with our long-time Gainsight Admin, Matthew Lind (matthew_lind) about his experience getting started as an admin and some advise he has to share with the community. In this follow up, we ask a little more advise and learn the secret behind the bowtie that has become a bit of a trademark. What's an influential piece of wisdom you've received from the community during your time as an admin? And what wisdom would you in turn share back to the community? The truest thing any fellow Gainsight expert has said to me along this journey: "Gainsight is a group project." No one knows it all.....no one! So do not beat yourself up if you don't know it all either. Be authentic, and ask for help when you need it. The great news for folks in CS Ops is that we're a pretty great group of people. We want to help each other succeed, and we're willing to invest in each other. Some of my own CS Ops heroes and OG's (that's Original Gamec

Welcome back to our chat with Brandy Lemire ( @blemire0112 ) , a Gainsight Admin at Experity. We continue our discussion from Part 1… GS: What advice would you give someone who wants to level-up their understanding of the technical aspects of administering Gainsight? BL: Take as many of the online courses for all aspects related to Gainsight and don’t be afraid to ask questions on the Gainsight Admins slack channel, no matter how simple or “dumb” they may feel to you! We all started at the beginning and that is how we all learn! Attend at least one Pulse conference and be sure to meet up with other Gainsight Administrators or people who use it regularly! This was a tremendous help to me! If you can attend the virtual live training classes, do this as well! The more knowledge you can absorb and be exposed to it very helpful! GS: Ohh yes - soak up all the learning opportunities you can including Pulse!! Who has been a big help in your journey as an admin? A mentor? Boss? Peer? Someone el

Today we are sharing a highlight from one of our admins that has been part of this community for several months. Brandy Lemire ( @blemire0112 ) is a Gainsight Administrator at Experity and has achieved not only Level 1, but also both Level 2 Admin Certifications. Read below for more about Brandy’s journey & stay tuned for Part 2 of our discussion later this week! GS: What's the story of how you came to be a Gainsight Administrator? If you had to do it all over again, is there anything you'd do differently? BL: When I learned that my company was moving forward with Gainsight for their Customer Success Managers and the CS Ops team had posted an opening for a Gainsight Administrator, I immediately reached out to the CS Ops team to share my knowledge of past usage and advocated for myself to become the Gainsight Administrator, based upon my past use and my over 14 years experience as a Customer Success Manager! GS: That’s a great move to bring all that field experience into this role. What

Hello everyone! For those of you who don’t know me, my name is Brian Holmes, and I am one of the Technical Trainers here at Gainsight. I just wanted to take a moment out of my day to say hello, and invite you all to some of our upcoming trainings that can help you take your Admin skills to the next stage. First, next Wednesday, August 16th, we have Level 2 Certification Prep Course - (virtual) Get ready to ace your Gainsight Administrator Level 2 certifications with hands-on exercises covering self-service analytics, formula fields, advanced reporting features, dashboard configuration, surveys, and email template versions. Plus, enjoy the added bonus of waived fees for the Level 2 Reports and Dashboards, and Level 2 Journey Orchestrator certification exams. Boy, doesn’t that sound fun! If CS Ops is more your speed, don’t forget to check out our new CS Operations training and certification (now available as a stand alone course): Supercharge your impact, career, and company with the Cus

Hello Gainsight Admins! As we continue to dive deeper into our Level 1 topics, let’s talk about Rules Engine. Rules are considered the brains of Gainsight because they manage activity. But to take action, you must first identify a data set (set of records) to take action on. When selecting records for action, there are many ways and tools to utilize. We are able to select records from various sources, utilize transforms and pivots to aggregate the data, and merges to join datasets together. Once you have a record set, there are numerous actions that can be taken. This group was created as a safe space to learn from each other. Tell me: How did you solve a challenge you had designing a rule? Is there a tip you have to share with our group? Here’s my tip: When designing a rule, always map it out first starting at the end and work backwards. Identify the fields you need to take the action desired and work backward to develop a recordset with the needed data. Also, did you know there’s an