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I'm wondering if anyone sends out a unique email template for each reminder distributed for survey completion and if so, what your work around was to configure this. Is the best practice just to send the same template for every reminder? Our team would like to send out four different templates with very minor differences between the four surveys but it doesn't appear that this functionality is possible using the generic survey model. Any suggestions/ideas would be much appreciated!

Following the End User guid for using Sally for Slack - https://support.gainsight.com/Sally_AI_Bot/User_Guides/Using_Gainsight_Sally_in_Slack_(For_End-user) - it states that the following are possible queries to Sally: CTAs Due Today CTAs Overdue Tasks Due Today and Tasks Overdue All of these specific queries will return the same results as "My CTAs" with additional filtering for Due Today, Overdue, etc. Could documentation be updated to reflect the expected behavior?

Can we report on power users, most used features etc?

We're very new to Gainsight (launched less than 2 weeks ago) and are struggling with the best way to set up CTA types and reasons, hoping people have some advice. Is it better to limit CTA reasons to specific CTA types, or leave them as global? I'm having a hard time divining what our reporting needs will be 6, 8, 12 months from now, and it seems that it's extraordinarily difficult to change your CTA type/structure later, as you can't delete or deactivate any types or reasons that are in use by a CTA. We're fresh enough in to this that we could go either way, but I can imagine how hard it would be to try and move all your global reasons under specific CTAs 6 months later when there are hundreds or thousands of CTAs using those reasons. Part of what's tripping us up is that CTAs made off time-line entries all default to type "activity" and don't have a reason unless you go back and add one later. There's a fear that if, for example, w

Furthermore, how does that data made available to the CS team and the leadership? Where and how will the data be ingested and used?

We have received the error 'System.LimitException: Apex CPU time limit exceeded (JBCXM)' in the scheduled rule engine. what is the best practice to resolve this issue?

We would like to trigger a CSAT survey program based on a set of criteria. I'm not seeing any Actions related to program.... Thoughts?

I cannot find anything in the Gainsight documentation that details how the opt-out categories are applied. I've read the January release notes and documentation on how to configure the opt-out pages, as well as how to apply the category to the template. But on deployment, how is the opt-out category applied to the list? If I have a list of 1,000 contacts for a'newsletter' send, only 2 of which have submitted their preference and only 1 opted out of newsletter, does the system only suppress the one contact that opted out of that category? Is the actual functionality detailed anywhere?

Hi all, Has anyone been able to capture NPS score type when using Surveys 2.0? GS documentation says this data is available in the NPS Survey Response MDA, but I'm only able to see Survey 1.0 data. As a workaround I've had to download the results, bucket the scores using Excel, and re-upload the data into a new MDA. I would love to know what other processes the community is using to capture/report on this data.

Hello - I'm getting this error when I try to preview emails in my program that is in draft: Failed to load preview for this participant. Please try again. All my participants have the review status, so it's not that. The only thing I've done differently is I'm using a Survey 2.0 and using a query builder, as power list doesn't appear to be avaliable to use. Any ideas? Thanks!

Is there a way to write a report that will show me all Active accounts in Gainsight that are not currently linked with a Zendesk account?

If a CSM deletes a task from a CTA, can admin recover it?

We have a "champion" field in our sf.com account record. That field is a lookup field on the contact record. I'm trying to have access to the corresponding email address for this contact, to use in a survey program (JO). Either through a power list or query builder (or something else). Since the email of that contact is not in the account record as a field, is there a way to fetch it easily? Thanks! Lyne

I need some help configuring a rule, and I've tried about a hundred different things and still can't get it to work as I want it to. Goal of Rule: We are using the Contract object in SF, so I want to ping that object by account, and then, fire an CTA based on the Contract Start Date of the contract with the largest NCV. Current Process: Task 1: Dataset Use Contract Object and pull all contracts with the status of Active Show: Account ID, Contract Number, Contract Start Date, Contract End Date, NCV Task 2: Transformation Take data from the first pull Show: Same fields, but click on NCV and choose Max of NCV That's where I run into issues. So, for example account, I have two active contracts. Let's say 1 for $10 with a contract start date of July of 2018, and another one for $5 with a contract start date of April of 2019. I only want the transformation to return that first contract so that when I write my On-boarding rule, it gets excluded because the

I want to have my reminder e-mail come from our VP or Client Ops, but do not have a field on each account that can look up her name. Is there a way to hard code the From Name and From Email in an e-mail Journey?

We're looking at refining the QBR goals of our CSMs now that we have Gainsight. I'm curious of the goals that you have for your teams. Here are some examples of goals we are considering: % Completion of QBRs Higher tiers: Goal of executing 100% of your QBRs on a quarterly basis Lower tiers: Goal of executing 85% of your QBRs on a quarterly basis X number of QBRs per quarter Thanks!

Curious to know how other Programs users set up their Default variant? In any other tool I've used, the default is exactly that, a default and shouldn't have any filters assigned. Gainsight specifically advises to add a filter to capture anyone that doesn't meet the filters of the other variants - even though there is a checkbox to defer anyone not matching the criteria to receive the default. Depending on how complex those filters get, it would be pretty hard to capture all 'other' participants in some scenarios. I've never set a Default filter because the default version should rarely ever be sent since participants should meet the criteria of the other filters. Is this how others use it as well?

We are in the process of deploying our NPS survey via JO survey program. We would like to send out heads up email to only a handful of NPS receipients rather than the entire population selected. Unfortunately, JO program doesnot give us that flexibility and we can only have one set of participant group per JO program.

Do we have the ability (Survey 2.0) to pull in selected options from previous questions? For example: Q1. Which of these are you doing today? [list of options] Q2. Which of these do you plan do do in the future? Can I pull in those options that were NOT selected at Q1? or Q1. Which of these are important to you? [list of options] Q2. Whis is most important? Can I pull in ONLY those options that were selected at Q1?

I am having difficulties locating the email templates I created when trying to add it to a program. Specifically this is happening for the NPS model and the Escalation email in particular. I have created multiple email templates and none of them appear in the Template dropdown. Has anyone else experienced this or know why this is happening?

I've been wracking my brain - and even reached out to GS support - to try and figure out if it's possible to identify the most recently triggered CTA per account, retrieve to whom that CTA was assigned, and use that to trigger subsequent CTAs to the same individual. This is in an attempt to trigger CTAs to our "pooled" team of CSMs covering our long tail accounts. I can certainly pull by MIN Created Date, but of course any additional Show Me fields I add breaks down the list by those values (i.e. if I add Assignee, it will give me MIN Created Date BY Assignee). So I thought I could pull in the MAX CTA ID and then use that to map to another dataset task containing the CTA details I need for the subsequent CTA triggers. But apparently the CTA IDs are not created in an incremental fashion, because on some accounts it kept pulling a CTA that was NOT the most recently triggered CTA: So putting this out there - anyone know if it's possible to do what I'm

Hi guys, I'm trying to build a Power list that shows Community Users that have not posted/logged in or whatever in either a) the Last 30 Days OR b) Ever! So one field needs to show the Last 30 days filter and another needs to filter if the field is actually blank as it's never happened. Can't figure this one out for the life of me! Cheers in advance Nick

I have a brand-approved email template that I'd love to use for survey invitations - is it possible to upload that into Gainsight and use that as my standard email template, rather than having to build it using.jpgs (that don't always aesthetically translate)?

I've finally understood exactly how to upload data using the S3 connector to and MDA object. however, I was quite surprised when I was troubleshooting and searching the gainsight support site that formats starting with day (dd/MM/yyyy or dd-MM-yyyy) are not at all supported. this becomes incredibly annoying for me and our CSMs since we're based in Europe and most of our data in Salesforce uses this formatting instead of the classic American MM/dd/yyyy. It would be very nice and much more manageable if we could have this format supported. Thank you

We embed our NPS question into the email to customers to increase response rate - is there a way to format that text (i.e., make it larger or bold)?