Tuesday US Admin Office Hours (CS Platform): March 25, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi Scott, I need to understand the implications of having a customer hierarchy in Gainsight where some of the ‘nodes’ in the ‘hierarchy tree’ are un-managed. If I make those Company records as inactive (to save on $$), what are the implications? Is something going to break or not work? Are there best practices or recommendations around this?

Hi Scott, I am looking to join our SFDC NPS data (which is its own SFDC object) with Gainsight, and when an NPS response comes in for an account with a CSM, I want to create a CTA for follow up..  I started by building a rule that syncs NPS responses from SFDC to a GS custom NPS object.  But then got stuck with how to connect it with accounts, and then accounts specifically with CSMs.  Should I be exploring a relationship instead?  

Hi Scott,

I have a question about a KPI or Report for GRR for our CSM Team.
Their OKR is:

1. GRR between 94%-95.9% = 60% of allocated bonus
2. GRR between 96%-97.9% = 80% of allocated bonus
3. GRR between 98%-100% = 100% of allocated bonus

Currently their manager has this tracked in a spreadsheet. Is there a way we can use Gainsight to see what each CSMs GRR is at year end based on what they started with?
 

We have PX and CS connected. We want to know how to build a report based on the Module and not the Feature. We want to see engagement at a module level (ex. Are they using “Messaging”, are they using “Calendar” - 2 of the modules within our product) instead of seeing the activity on each individual feature they could possibly click on within those two modules which is far too granular for our CSMs to care about.

Just adding a note to Clingley post 

FYI haven’t forgotten you ​@ldemetre and ​@clingley -- have a request for info/resources that could help with your PX-->CS integration questions -- sorry I’m not expert enough to work it through during an Office Hours session, but I’ll pass along recommendation for next steps when I get them.

Also, definitely reach out to your CSM and to the CSSC who did the initial configuration of the integration to see if they can get you some help via their channels - might beat me to an answer for you!

Scott