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Thursday US Admin Office Hours (CS Platform): Jan 30, 2025 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread


sdrostgainsightcom
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Hello everyone!

This thread is for our upcoming Thursday Admin Office Hours session on Thursday, January 30, 2025 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, January 30, 2025 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

7 replies

  • Contributor ⭐️⭐️⭐️
  • 15 replies
  • January 30, 2025

Hi Scott - Seeing your replies to the Wednesday session thread, continuing the conversation and learning about any potential alternative options/workarounds to address our issues with changes to a published Dynamic JO Program would be greatly appreciated. Barring any unexpected fire drills here, I should be able to attend up to the first 30min of tomorrow’s session.

 

Thanks!

 

  -  Tim  -


  • Contributor ⭐️
  • 1 reply
  • January 30, 2025

Good afternoon. We want to use Gainsight CS to send a communication as part of a journey.

We want to create the email template so that it has a table in the body.

The table should list the product line items as rows and have variable fields that populate the columns based upon the recipients account usage.

We would also like to ability for this table to expand IF the recipient has multiple line items (Rows)

When looking at Gainsight CS, and creating a blank email template, I do not see a table element. How can we create a table with the details listed above?

Thank you,

Stacie


spencer_engel
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  • Expert ⭐️
  • 666 replies
  • January 30, 2025

I’ll be on at 1:30 FYI.

 

Hi Scott - I’m trying to figure out the most efficient way to rank a dataset in the Rules Engine. I’m setting up a rule that assigns a score based on the latest version of the product our customer is on. It’s a combination of most recent release date (1 point for MAX release date, 2 points for second MAX release date, and so on) + 10 points if a customer is on a version that has an “end of support date” set. The lower the score, the healthier the customer for this particular metric.

 

So in the example below, our version with the 5th most recent release date is actually still being supported while the 3rd and 4th most recent release dates have an end of support date. So the “points” can be seen in Column A. Not perfect, but I think it’s a decent system and should be able to dynamically keep up with future releases. The issue is I want to easily be able to “rank” these versions and then use that to assign a score (1-3 = green; 4-5 = yellow; 6 or worse = red). It’s basically a RANK Excel formula, but I don’t see an obvious way to re-create such a thing in the Rules Engine and was wondering if you have any advice.

 

 


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  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • 144 replies
  • January 30, 2025

Hi Scott, I’m getting an error when trying to configure a survey, but it’s not obvious how to fix it.

I have a single survey question which is displayed inline in the survey email. In the survey program I can’t figure out how to select the survey question that goes into the email template. In the program email config, when I select the email template I get this message: “Configure the Inline Survey Question in Survey Settings to continue.” But I can’t find any button or link that reads or looks like “Settings”.


sdrostgainsightcom
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  • Author
  • Gainsight Employee ⭐️⭐️⭐️
  • 541 replies
  • January 30, 2025

Hi ​@justo.casablanca --

Dug into the inline survey question functionality -- the only question types you can use as inline survey question are:

  1. NPS question type, or
  2. Single-select list type.

So you wont be able to do this.

As to why you are getting the error message -- took me a minute to replicate the behavior:  it is wanting you to configure the Inline Survey question on the main page of the JO Program -- see screenshot below.

The issue is that we allow selection of an Email Template with an Inline Question setup, even if the Program hasn’t been set up for the inline question -- so we have to make that error message more details (Configure the Inline [. . .] on the Setup Page for this Program to contine” -- or something like that.

BUT - you will have to either give them the link to the survey or use one of the allowable Survey Question Types.

Let me know if you have any followup questions!

Scott

 

 


sdrostgainsightcom
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  • Author
  • Gainsight Employee ⭐️⭐️⭐️
  • 541 replies
  • January 30, 2025

Hello ​@Stacie and ​@tim.carwheel -- 

Here’s the links to help configure an email template to include a tabular report.  Note that:

  • an inline report only allows 5 columns and 20 rows maximum -- you will have to send these as attached CSVs if customers regularly exceed 20 rows of information.  
  • Ability to configure the embedded resulting table itself (colors, column widths, etc.) is limited, so I recommend setting up a test template and Program to preview the results and see what they look like.

The article for creating an email template with a Reports section in it is here.

The article around then using these templates to share inline reports via JO Programs is here (part of the larger article on all ways to share reports thru JO).

Hope that gets you rolling -- have a a great weekend and jump onto Office Hours next week with follow-up questions!

Scott


  • Contributor ⭐️⭐️⭐️
  • 15 replies
  • January 31, 2025

Thank you very much ​@sdrostgainsightcom! We’ll review/attempt to implement and hop on an Office Hours call if we get stuck on anything.

 

Have a great weekend and thanks again!

 

  -  Tim  -


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