Thursday US Admin Office Hours (CS Platform): Feb 29, 2024 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

  • 29 February 2024
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sdrostgainsightcom
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Hello everyone - happy Leap Day!

This thread is for our today’s Thursday Admin Office Hours session, Thursday, February 29, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET.


Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Thursday, February 29, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET

 

Join Zoom Meeting:

https://gainsight.zoom.us/j/95564886548?pwd=SGZyVmM2NGpYSW02RU5XY2x5TjJhUT09

 

Meeting ID: 955 6488 6548

Passcode: 296864

 

For dial-in info by your location, find your local number: 

https://gainsight.zoom.us/u/aeD4b4SdoB

Scott Drost, Gainsight -- Principal Customer Success Architect

7 replies

spencer_engel
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Hi Scott - as we discussed last Thursday, I’d like to dig into the Person Merge capabilities a little more. I’ve been getting more familiar with it over the past week and would like to understand how to potentially do this in a scalable way.

J
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Hi Scott, today I’m seeking approach/design advice on a JO email program for internal recipients, so I can get started on the right foot and not make early design decision mistakes that will cause a lot of rework later on.

Primary objective is not necessarily to steer uses towards Gainsight, but to preserve ongoing operations for existing email alerts which are being sent from an email platform that is being decommissioned.

Here are some details. I have a working prototype in our sandbox but I feel like my design will have to be massaged and tweaked on every email batch cycle. I want to design something that operations can “run with” but not have to reconfigure for every monthly cycle. The blue-fonted points are especially vexing, I have no idea how to approach it.

  1. Email recipients: internal employees (CSM, Account Executive, Renewal Manager); some will be active licensed Gainsight users, others not, but they should all be present in the User object
  2. Inputs: CSV file. Each row will have recipient email address, company identifier, and other data. Some companies will be present in Gainsight, others won’t be.
  3. Frequency: monthly; the source system only produces the CSV file once every month, they are trying to make it bi-weekly for the source system to produce the CSV
  4. Email Details
    • 1 email per recipient
    • CSV can contain multiple rows per email recipient, per company. However each combination of recipient email address + company + product should be unique
    • Each recipient receives 1 email
    • In the email body, an inline report showing all rows from the CSV that pertain to that email address.
    • The input file is raw data. I need to transform the data for proper display in the embedded report. For example:
      • numbers - add thousands separator, and depending on the column display either 2 or 0 decimal places
      • Customer name - if account is present in Gainsight, the CSV file will contain the GSID. I need to have a hyperlink on the inline report in the email that directly opens the account in Gainsight.
      • I need to display 8 columns but inline reports can only show 5, so I need to “merge” multiple columns into one.
  5. Reporting
    • # emails sent per role per monthly cycle
    • # unique recipients who opened the email
    • # unique recipients who clicked on a link in the email, and which link specifically
    • What is your recommendation on gathering feedback from the recipients - email data accuracy?, is it helpful?, are there additional data points they’d like to see”, etc.?

 

kelly
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Trying to determine how to spread the volume of accounts meeting criteria to set a regular cadence and not overwhelm the cockpit or users. For example, want to start sending biannual contact management emails to customers. For net new accounts, we’d set the cadence following their go live dates. But for all other accounts that have been live for some time, I need to figure out how to define the date and cadence for those (like triggering the month of their go live month.

J
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Hi Scott, could you help me understand what one of our custom connectors (external API) is doing? The name is : Update CTA Reason

RGrieco
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We are running into an error message when trying to embed a tableau dashboard into the C360.  We are seeing a refused to connect message.

J
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Hi Scott, one more: can a Horizon rule change the activity type of an existing timeline entry, no matter who created the timeline entry in the first place?

sdrostgainsightcom
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Hello @RGrieco -- found a couple of Support tickets in our system from people getting the same error, and we’ve referred them to the below article on Tableau’s knowledgebase for troubleshooting the “Refused to Connect” error -- hopefully it gives you what you need, but if not, my suggestion would be to reach out to Tableau support if nothing in the article helps . . . good luck!

https://kb.tableau.com/articles/Issue/blank-screen-and-error-refused-to-display-url-of-view-in-a-frame-because-it-set-x-frame-options-to-sameorigin-when-loading-an-embedded-view#:~:text=In%20Tableau%20Cloud%2C%20navigate%20to,in%20the%20browser%20address%20bar

Scott Drost, Gainsight -- Principal Customer Success Architect

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