EMEA Admin Office Hours(Thursday session) - 23/05/2024


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This thread is for the Admin Office Hours session for Thursday May 23rd,2024. Submit your questions to this thread and we'll address them during our session at 1-2:30 PM UK Time

There is no need to register for the sessions anymore.

Join Zoom Meeting:

https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09

Meeting ID: 991 5008 4271
Password: 931784
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7 replies

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Hi,

I am needing to build out CTA’s to a large data base of clients who do not have a dedicated CSM. Right now all of the CTA’s are fielded to one person if there is not a CSM. I am looking for a more efficient way to manage CTA’s that are “no touch” until received by a CSM from a pooled environment. Ideal workflow is a CTA is fired off, if there is not a CSM for the event send 1 email with 1 CTA (not a long list) to either and inbox queue in SF or ServiceNow where a case is opened and then round robined by Omnichannel. Or 1 CTA per email and sent to a virtual assistant inbox. Thanks for any insights. 

Hi there! Is it possible to filter based on a user group? I would like to filter a report to show around 8 defined users who are all in a user group, but can only see a manual way to do this - is there a better way? Many thanks in advance!

Userlevel 4
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Hi there! Is it possible to filter based on a user group? I would like to filter a report to show around 8 defined users who are all in a user group, but can only see a manual way to do this - is there a better way? Many thanks in advance!

 @AHoughton 
You can use the ‘IN’ operator on a user look-up field to include all the 8 users in there. Something like below:
 

 

Or, you can create a custom field inside User object(something like a flag to identify these 8 users), update the value for this custom field for all 8 concerned users, and use this field directly in the report filter.

Looking for some understanding as to how I have set up my super-admin permissions - I am not able to edit status, reason or priority on CTAs in a mass edit action, which feels like an admin permissions oversight. Thanks

 

Userlevel 4
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Hi,

I am needing to build out CTA’s to a large data base of clients who do not have a dedicated CSM. Right now all of the CTA’s are fielded to one person if there is not a CSM. I am looking for a more efficient way to manage CTA’s that are “no touch” until received by a CSM from a pooled environment. Ideal workflow is a CTA is fired off, if there is not a CSM for the event send 1 email with 1 CTA (not a long list) to either and inbox queue in SF or ServiceNow where a case is opened and then round robined by Omnichannel. Or 1 CTA per email and sent to a virtual assistant inbox. Thanks for any insights. 

@Angelique Farmer 

You can utilize the Gainsight pooled user group for this assignment. For more details, refer to this document: Gainsight User Group Setup

However, if you prefer to handle this assignment outside of the Gainsight system, follow these steps:

1. Create a Default User: Set up a default user to be used when no dedicated CSM is assigned to an account.
2. Configure a Rule for CTAs: Create a rule to pull all the CTAs assigned to this default user and create a Case in Salesforce. Ensure a custom field is created under the Case object in Salesforce for 1:1 mapping with the CTA.
3. Update CTA Owner: Configure another rule to source the Cases with the CTA IDs and assigned User, then update the CTA owner with the user assigned to the Case.

Userlevel 4
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Looking for some understanding as to how I have set up my super-admin permissions - I am not able to edit status, reason or priority on CTAs in a mass edit action, which feels like an admin permissions oversight. Thanks

 

@PollySims Try to add filter on CTA type. Check this GIF for better understanding: https://share.zight.com/xQuoLnqn

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Thank you for this information. I will work with my admin to leverage the functionality within Gainsight as next steps. 

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