EMEA Admin Office Hours - 25/4/19

  • 22 April 2019
  • 5 replies

Userlevel 4
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This thread is for the Admin Office Hours session for Thursday April 18th, 2019. Submit your questions to this thread and we'll address them during our session at 1p-3p GMT.

There is no need to register for the sessions anymore. If you have a question, please post below or join the meeting. I will go in order of posts below or joining the session.




You can also dial in using your phone.

United States: +1 (571) 317-3117

Access Code: 860-695-853

More phone numbers

United Kingdom: +44 330 221 0097

5 replies

Userlevel 3
Hi guys,

In cases where we have multiple accounts are linked together (like a chain business), I'd like to be able to use the rules engine to assign the CSM who managed the first chain of the business as the CSM for all new locations that are created within that chain. We have a Parent Account system, which identifies what the parent account for all new locations, but I dont know how to identify the onboarding specialist for the parent account and then assign them as onboarding specialist for new chains.


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We are up and running with Surveys, and I have the following question I would like to cover in tomorrow's session:

Is there a report that we can use to track email bounces in Gainsight? For example bounce categories?

We have switched from using Qualtrics in Feb 18 to Gainsight in Feb 19 for Surveys and we have noticed a higher bounce rate. We are trying to ascertain the reasons why.

Many thanks

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Hi again,

I would like to have an overview of how the overall health score within a scorecard is calculated.


Hi Nadeem, this article explain the calculations with examples which should help at a broad level https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Calculation_of_Measure_Group_Scores_and_Overall_Score

Hi Nadeem, This article is a good starting point for walking through the many factors involved with e-mail functionality https://support.gainsight.com/Journey_Orchestrator_and_Email/Email_Options_and_Guidelines/Improve_Email_Deliverability