Thursday US Admin Office Hours (CS Platform): Feb 27, 2025 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hi Scott,

Hope you are well.

I wanted to check with you whether there is a way a way to get people who have not responded to engagements from PX to CS? Since currently we can get people who have responded but not those who havent responded.

Best,

Rishabh

Hi!  I’m trying to build a report that shows a response rate for CSAT. I have a report that shows the actual values, but I can’t figure out what formula to use to get % True.  Any help is appreciated.  

Hi Scott,

We are looking to recreate the User Adoption report shown on the Gainsight360 for our customers, where I am needing assistance is the Red/Inactive Users. I have create a DD that shows the yellow and green but I am not quite sure how to get a user to show up for a certain date range if they never logged in. Any help is really appreciated! 

Thanks,

Sydney

Hi Scott - I’m trying to add a custom field on the Success Plan object that would function as a lookup to the Company Person object. It sounds simple enough, but I can’t get it working for the life of me. 

What I’m expecting is to be able to create a GSID type field, and then for a Success Plan that’s assigned to Company A, for example, it would just show the, let’s say 5 Company Persons associated with that Company.

Hi Scott, I was redirected to chat with you about this request below: 

We are running into this issue now within our organization because different divisions use different scales and it appears as though all Scorecards 2.0 have to use a single color grading scheme as the settings to update only appear for all and not for each scorecard individually. 

I have a ticket logged per our CSM direction to have the number of scorecards available to us increased but I’m getting conflicting direction on whether this is even possible.  We need to have Scorecards with the ability to have different Overal Score color schemes.

Looking forward to chatting!

Serena 

Hey Scott, 

My CSM directed me to reach out here; here’s a summary of my issue/questions. 

• Support Ticket: 353406
• Feature: Timeline Activity Sync from SFDC
   
• Issue: SFDC tasks are not syncing to Timeline because of missing contact record in SFDC
  • Issue 1: Most of the 'missing' contacts are employees of our sister company, Indeed. Would it be better to sync these contacts as internal or external users, and how would you set that up?
  • Issue 2: We have around 2100 external contacts with no SFDC contact record. Is there a way for me to bulk create these via Rules Engine? And how do I resync the missing meetings?

UPDATE: I’m being advised this is not possible.  I will have to drop the call early for another call.  If we don’t get to the topic, you can message me with any additional developments on this topic. 

Hi Scott,

Hope all is well! We are trying to create a CTA as part of a JO or even separately in rules engine that will assign to a survey sender - does the survey sender need to be a GS licensed user? Or can we have this assigned to a user group? and do we need specific users to be a part of that user group?

-Deb

Hi Scott - I was wondering about opportunity field level tracking.

We have a request for opportunity stage tracking. I found an old thread from 2019 referencing a page that doesn’t exist, as well as using custom objects and rules. I do see the GS Opportunity Field History object. Wondering if that’s what I need to utilize and how, as I don’t see stage as a field associated to this object.

The larger request is
1. creating a journey when an opportunity is in specific stage
2. creating a CTA
3. Close CTA when opportunity stage changes to a different stage

Hi ​@mike sage -- sorry we couldn’t talk at the end of the session earlier, but for Opp Stage tracking, that system object is only available if you have implemented Renewal Center -- if you are simply running the Opportunity Sync job from SFDC, or otherwise loading, that field tracking functionality isn’t available -- and general field tracking isn’t yet available anywhere else in GS (although I believe some additional, if limited, tracking options are coming down the pike this year sometime).

In the meantime, to track a history of stage changes, yes, you would need a custom object and some expansion of Rules Engine usage.

Question -- do Opp Stages get manually updated by your end users in Gainsight at all? Or are you syncing any changes to Stage from another data source?  

If you are running via Sync, you can use Rules Engine to track changes -- hopefully the same rules that currently load/maintain opportunities.  Let me know how Opp Stage can currently be updated in your instance and I can point you in the right direction from there . . . .