Hi Scott! I have a data design that I use to identify any discrepancies between the CSM field in Customer Info vs. Company. Usually there are no issues with it - i.e. there are no discrepancies for any companies that have had a CSM change 24 hours ago or more (it’s expected that there might be a lag for any changes within a 24-hour period). 

However, recently I’ve noticed some records that are showing up on the discrepancy report that are a few days old, and I’m struggling to figure out the rhyme or reason behind it. If I figure it out before tomorrow, I’ll update this post. Otherwise, see you there!

Within Reports, I’m receiving request for Reports which ask “For what percentage of customers is <<some statement>> true? The desired result is a single number, of type percentage, that likely looks a lot like a widget style Report.

Some examples…

• What % of customers have ARR > $100,000?
• What % of customers are covered by a CSM?
• What % of customers used xyz feature in the last 30 days?

I can think of a few ways to tackle this, though they all involve new Custom Fields of type Number, and then a Rule to populate said fields with a 0 or 1, and then a Report taking the “Average” of all those 0’s and 1’s. What other ways (maybe ways that are cleaner and don’t require rules) should I consider?

Hi Scott, 

I have a question about an Update survey item rule that I am working on. 

And one question related to a report filters change after the HA update. . 

Hi Scott - 

Hopefully this one is a softball for you:

Will changing the name of a survey in Surveys > mSurvey] > Properties disrupt any operational processes tied to or involving that survey? I want to update the name of our NPS survey for internal reporting purposes, but it’s already live and included in two active JO Programs. I want to ensure I’m not going to “break” anything by making this quick change.

Thank you,

Chae

Hi Scott,

We have a situation where a Project record is created in SFDC against an account, which is then passed to GS. Subsequently, the project is moved to a different (the correct) account, which our GS rule then pulls in as a new Project-Customer record.

We have been informed by Support that the rule cannot delete the ‘orphaned’ Project-Customer record but we should be able to identify and flag it for manual deletion. They suggested bringing this up in an Office Hours session or with our CSM to implement that functionality.

Hoping you can help with that.

Richard

Hi Scott,

We are not having all of the contacts that should be tied to a Company or Relationship appropriately come into the system and I have been trying to get to the root of this issue for quite some time.

The way our SFDC is setup is a little atypical because we don’t use the traditional parent/child account setup but instead use opportunities within one account to differentiate different brands or contacts. That means that we are looking at opportunities and opportunity products for a lot of the info we need to pull into Gainsight, not just at accounts, so for Contacts we use Contact Roles to tag the contact to the specific opportunity they’re involved with. 

Thanks,

Hannah