Thursday US Admin Office Hours (CS Platform): April 10, 2025 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Early phase of creating automated customer stages.  Would like to understand how to create a ‘age in stage’ field that calculates how long a customer has been in a specific stage 

Scott,

Question on capturing True NPS and Likelihood to Recommend within Company and within Scorecard. 

If NPS average responses were not within 180 days should the Company NPS fields (True NPS and Likelihood to Recommend be changed to blank which would make the Scorecard True NPS field be NA?

Or should they Company contain the last True NPS and Likelihood to Recommend ever provided which would keep the Scorecard NPS at the same Temperature.  Note the Modified Date within the Scorecard True NPS Average updates whenever the rule is run.

Thoughts?

Di

Hey!

Trying to build a JO/Program that includes an evaluation/conditional wait step that will re-assess a healthscore. For example, the initial query for participants pulls in all those that are coded as “red”, but after the first email is sent I am hoping that a calculated field within an evaluation step will identify that a health score has changed and remove those participants from the program before the second email is sent.

Is this something that is possible? Trying to build this rather than have to run multiple programs

Hello,

Using rules, we’re hoping to create multiple success plans via a quantity field from a Salesforce opportunity. A straightforward way to do this would be to create one action per quantity. E.g. an action for “quantity is greater or equal to 1”, an action for “quantity is greater or equal to 2”, etc. However, this has some obvious limitations. 

Are there more elegant solutions to achieve the same result? Is it possible or advisable to do this with larger quantities, say 50+? 

Hey Scott,

In looking to use the Log to Timeline feature in our programs to log JO emails to the Timeline Activities, though I enabled this feature in the email templates of a new program we just kicked off, it didn’t appear to be working. Our CSSC advised that for this to work as expected, the JO email recipients would have to pre-exist as a Company Person. 

Is there any way around this to still log the JO emails to the Company Timeline without the recipients having been entered as a person? If not, if we had a list of potential recipients, what would be the cleanest way to bulk upload them into Gainsight under their respective companies? Also, is JO logging to Timeline at all possible after-the-fact (i.e. retroactively logging to Timeline after the emails have been sent)?

Thanks,

  -  Tim  -

Hi Scott. We’ve been having the same issue as Tim, however, all of our Participants are pulled from the Relationship Person object, so we would expect the JO messages to get logged onto their associated R360 Timeline.

Additionally, we’re trying to setup a Timeline Integration to load SF Tasks/Events into GS Timeline. The issue we’re having is with (what appear to be) system mappings from SF Task/Event fields to required GS Activity Timeline fields: specifically with the mapping of SF Task::Description to GS Activity::Notes. Filling the Description field is not part of our process, and we don’t have a way to auto-populate it with some sort of filler. This is what’s causing our Tasks/Events to fail to load: since our Descriptions are empty, and the Notes field is required, we’re trying to pass NULL data into a field that cannot be NULL.

Is there a way for us to change what field is mapped to the Activity Timeline Notes?

Hi ​@sdrostgainsightcom , are we having office hours today, Thursday 4/17/25? If so I’d like to queue up this item.

Going back to changing all of our internal user’s email addresses from @veritas.com to @cohesity.com…

After doing the update for 1 user:

• Historical Timeline entries now show the user as “external” attendee whereas previously they were “internal” attendee
• New Timeline entries with the person’s @veritas.com address shows them as “external” attendee. Since IT is redirecting @veritas.com email to @cohesity.com email, I can’t force the company as a whole to abandon @veritas.com email address usage at this time.

Any ideas on how to tackle these challenges?