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kraig
kraigContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can you write data from the "Usage Data" object back to an MDA table for calculations?

We need to perform simple calculations ((X + Y * Z) * 100) on data that is stored in the Usage Data object.  We've been able to use calculated fields in the rules engine to write short-term and long-term moving averages back to the Usage Data object, but no matter what we try we cannot write those same values to an MDA table (where we need it to perform additional calculations on).  Is there some limitation we need to be aware of, and more importantly a way to do what we need?

656
kraig
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Why can't I edit Data Type in a MDA object?

I have just created an object in the MDA Data Management section, based on a .csv. And the system has automatically set-up some default data types, many of them Boolean instead of number, and I've realized that only after the object was created. Now I need to change the type, but I cannot do that. So I have to send a ticket to delete this object and start all over again.

1024
steve_davis
7 years ago
scott_renna
scott_rennaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
NPS Limit of 100 recipients, any way to get around this?

Hello we are wondering if there is a way to increase the number of recipients per send in the NPS section of Gainsight? We are sending to about 5,600 people and it appears with the 100 recipient limit, we will have to schedule this 56 times. Is there any way to increase the number over 100?

435
dstokowski
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
Why is manage preferences at the top of copilot emails?

Previously, CoPilot emails had the manage preferences bit at the bottom. I just sent a test email while editing the template and it has it at the top. How can I get it back to the bottom? Thanks!

314
ankit_jain
7 years ago
jake_smith
jake_smithContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How can we utilize success plans to trigger a playbook?

We are currently going through the process of creating success plans for new CS owned customers. Our CSM's would like for some of the objectives in success plans to trigger a playbook that feeds them appropriate tasks. Is the only way to do this through a cockpit CTA? That seems redundant that we'd have to go in two separate areas to solve a long term objective that could be aided by a playbook.

844
dan_ahrens
7 years ago
lokeshraovn
lokeshraovnHelper ⭐️
asked in Customer Success (CS)
welcome email to on-boarding CSM

As a Gainsight admin i work on on-boarding new users on Gainsight - We have new CSM's and managers who on-board to use gainsight. Once we have done the required Permission assignments, we manually send an email to CSM's or Managers notifying that they can now access Gainsight I'm looking for an option to automate this, have a predefined template and send a notification from Gainsight by using Gainsight email capabilities Has anyone done this before or any ideas here will be helpfull

1402
dan_ahrens
7 years ago
rob_deaderick
rob_deaderickContributor ⭐️⭐️
asked in Deliver Customer Success
What are the key INVOICE data elements that we should gather for use in Gainsight?

We are looking for some direction on the key data elements for Invoicing.  What would an Invoicing data set look like? 

351
jim_huang
7 years ago
bruno_giacomelli
bruno_giacomelliContributor ⭐️⭐️⭐️⭐️
asked in Archived content
Ideas on how to pull data from User into Customer Info?

Hello Guys, Probably someone has already tried this, any help is appreciated :) Basicaly we want to send EBR invitations with Copilot customized with a URL to the CSM Agenda (i.e. Youcanbook.me or similar). What I've already done: Step 1.1 - Created a new field called "Agenda URL" in SFDC User object. Step 1.2 - Created a new field called "Agenda URL CSM" in SFDC Customer Info object. Step 2 - CSMs will manually update the agenda url User field inside Salesforce. Step 3 - I want to pull this field into Customer Info object. PROBLEM:  Using rules engine I can't match User IDs, only Account IDs. I would need to match User IDs in order to mass update all Customers with the Agenda URL of its respective CSM. Has anyone already accomplished something similar?  Thanks! Bruno

14712
bruno_giacomelli
7 years ago
rich_vickers_d1b27b
rich_vickers_d1b27bContributor ⭐️⭐️
asked in Customer Success (CS)
Email variants & Surveys

I was excited about the E-Mail variants but there's an issue with them as they've been implemented. I'll use our support surveys as an example. We have 3 products that each have: Their own survey (for reporting reasons) An English E-Mail template An English Reminder E-Mail A French E-Mail A French Reminder So for a single survey type we have 3 x Surveys + 12 x E-Mail templates. Being able to group them all into a single template with variants would be great except for a limitation that all the variants have to share the same Survey link.  Ok, I can now get 12 down to 3 (big improvement) and I can clone the stack to minimize the amount of re-work, but it seems like an unnecessary limitation. Note: This conversation was created from a reply on: February Release is Coming Soon!.

402
karl_rumelhart
7 years ago
jeff_waldman
jeff_waldmanContributor ⭐️⭐️
asked in Deliver Customer Success
document repository inside relationship 360

How are other storing "documents" related to an account or deployment.   Things like design documents, customer presentations, etc. that we may want to reference in the future.   Have folks incorporated sharepoint or other document repositories within Gainsight?  Store some other way?    Thanks for any feedback. 

1882
wayne_baker
7 years ago
melissa_ranney
melissa_ranneyHelper ⭐️
asked in Customer Success (CS)
Sending more than 1 e-mail to the same e-mail address in a single outreach

Hello! In my specific scenario, I am building Power Lists based off of Implementation Projects that have a status of 'On Hold'. It's quite common for the same e-mail address to be listed on multiple Implementation Projects under the same Account (ie. they are setup with multiple trading partners under the same account). Currently, when I select the following option (we only want them to receive the outreach once for any given Implementation Project), it will only send once and skip any additional Implementation Projects that the e-mail address may be listed on: I'm wondering if there is a way to still only send 1 e-mail per Implementation Project, however, also ensure that a single e-mail address will receive more than one e-mail if they are listed on multiple Implementation Projects that fall within the same Power List. I hope this makes sense. Let me know if I can help provide any further information! Thanks, Melissa

292
dan_ahrens
7 years ago
jessica_brunelle
jessica_brunelleContributor ⭐️⭐️
asked in Deliver Customer Success
Tracking Customer Interactions in Salesforce and Mapping to Gainsight?

I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!

1687
seth
7 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA COmments

In several rules I am posting to the Comments when a CTA is created. When the CTA is viewed from the Cockpit, the text is truncated, however when it is viewed from the Cockpit on the C360, the full comment is there. Furthermore, if I type in the Comment field from the C360, and then refresh the CTA on the Cockpit tab, the text appears Comments on CTA Action: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =${Envelope Actual of Expected Percent}  Result when viewed on the Cockpit Tab: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and Result when viewed on the C360 Cockpit: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =0.43033

441
nitisha_rathi
7 years ago
holly_watson
holly_watsonContributor ⭐️⭐️
asked in Customer Success (CS)
Open Survey

When creating a survey, do I have to assign a distribution list or can the survey be "open" so that anyone that is sent the survey can respond. I'm used to sending NPS survey's via GS and know that a unique survey URL is created for each recipient. For my current use case, I'd need the survey to be open - different from anonymous, as I'd like to collect the recipient's name, email, account, etc. Thoughts?

261
dan_ahrens
7 years ago
nora_soza
nora_sozaHelper ⭐️
asked in Archived content
Survey UI - Current color controls and response line creating user confusion

In the past few months, we have received feedback from our customers that the color box around the question + the "writing" line below the question has caused confusion for our customers. They tend to click the grey box versus the line below the question. (We understand this information (name/email) would be captured if sent through co-pilot, but that isn't an option for the current workflow. An advisor sends an anonymous survey link as part of a post-meeting follow up.) This leads customers to respond to us saying they are unable to fill out the survey. It's definitely a bummer when we have someone engaged enough to complete the survey who does not because it appears to be too complicated. Unfortunately changing the color of the survey seems to make it even worse. Customer are clicking here: Rather than here:

615
elaine_cleary
7 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Connectors within Gainsight to SQL Servers

We are currently able to access different reports/pivot tables in Excel that are connected directly to our data warehouse allowing us to simply 'refresh' as needed. Being able to replicate this same functionality within Gainsight would allow us to create the rules and reports that are more easily 'real time' indicators of customer behaviors.  Is something like this on the roadmap or is a capability today? 

3231
ashok_dugaputi
7 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Archived content
Is there a way to update certain fields when sending emails via Copilot?

Hi, We are using Copilot to send our NPS survey and I would like to update a field on the Customer Info level to hold the date of the last NPS survey that was sent to the account. Is there a way to update fields automatically when an email is being sent via Copilot? I was thinking to use the rules engine , but which object do I need to use? (Not NPSSurvey Response because then the field will be updated only for those who sent their response and not to all the power list). Thank you, Aviv.

262
aviv_caspi
7 years ago
michelle_flink
michelle_flinkContributor ⭐️⭐️⭐️
asked in Archived content
Sending internal communications/ reports via coPilot

Customer would like to leverage coPilot to send INTERNAL emails to the organization that highlights their entire customer base's usage and other non-customer specific reports. Is this possible to do?  

20221
gaurav_kotak
7 years ago
lokeshraovn
lokeshraovnHelper ⭐️
asked in Archived content
copilot cannot be seen even after adding copilot permission to user

I have added the user and  permission  on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here

794
lokeshraovn
7 years ago
chad_horenfeldt_c2ba52
chad_horenfeldt_c2ba52Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Voice of Customer Survey - looking for tips and best practices

Hi Everyone - we're kicking off a VOC initiative at my company. I participated in this at a previous company so I'm familiar with the concept but was looking for any advice that the CS community can provide. I d also love to see examples of questions that you used. Thanks in advance!

1436
chad_horenfeldt_c2ba52
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
How do you update a Salesforce field via the Rules Engine?

We are sending out a mass email to customers when their Support Plan changes. We are filtering who is getting this based on a checkbox in Salesforce. We would like to have that checkbox be unchecked once the email is sent.  I *think* this can be accomplished via the Rules engine, but now sure how. I typically use CoPilot for email outreach, so not much experience with Rules Engine sending emails. Any guidance? Thanks! -Ben

1647
ben
7 years ago
andy_sackley
andy_sackleyHelper ⭐️
asked in Archived content
Sending 1 automated CTA with CoPilot Email template to multiple recipients

We'd like to be able to automate (via a CTA with aCoPilot template) outreach to multiple recipients at a customer at the same time. Examples include sending a best practice guide to our 4 key customer contacts after our KO meeting, or sending a survey to our 4 key contacts post deployment etc.  Is this possible? (and if so, how!) Thanks!

484
elizabeth_adams_c593ee
7 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
asked in Archived content
More detail on how unsubscribed contacts are handled by CoPilot

Hi, I'm asking this on behalf of a customer who wants to understand a little bit more clearly how CoPilot manages contacts who have previously unsubscribed. Is the check for an unsubscribe done before or after the power list results are generated? In other words, if a contact has previously unsubscribed, but they otherwise meet the criteria of the powerlist, will they A) show up in the power list results, but not receive the email or 😎 not show up in the power list results at all? Thanks!

694
lila_meyer
7 years ago
lauren_tallerico
lauren_tallericoContributor ⭐️⭐️
asked in Archived content
Adding CoPilot Analytics to Dashboards Analytics

Looking to have the Copilot Analytics for two of our current surveys added to the Dashboard view for our onboarding team. Is it possible to add the existing Analytics (open, bounce, click rate etc) to that tab without having to rebuild an entire report? 

413
sundar
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Archived content
Copilot Usage Reports - Ranking on Bar Charts

I plan to send out a monthly Usage Report to a part of the accounts in the company, but for all bar charts, for example top 10 users, even if I rank them in the report, in the actual email the ranking is not taken into account. It's pretty difficult to see in a glance the ranking, especially when the difference between the bars is really insignificant. 

373
sundar
8 years ago

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