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Unanswered questions

3710 Topics
tom_gerth
tom_gerthGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Scorecard 2.0 Rule UI

I've been chatting with a customer in regards to the UI in the Set Score 2.0 action of a rule. What we've noticed is that when you select the measure, and then select the scorecard that you want to write to (when you have multiple scorecards), the scoring UI shows the name of the scorecard instead of showing the name of the measure. (screenshot attached). It's our thought that this should show the measure name instead of the scorecard name.  This could confuse a user and lead them to believe that the score is being written to the scorecard as a whole instead of the individual metric.

402
abhishek_sivaraman
7 years ago
colleen_fleming
colleen_flemingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to get Contact Type to show for NPS Survey Report in Reports 2.0

In Salesforce our contacts are assigned a key contact type (Primary Support Contact, Primary Executive Contact, Etc). This Key Contact type is in Salesforce as a picklist and is associated with the Contact page. We want to be able to run a report for NPS data where we can segment out by the Key Contact type or see the key contact type associated with the contact in a list type report. Anyone have any ideas on how to have the key contact type show when running a report for NPS data?

130
colleen_fleming
7 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Customer Success (CS)
Milestone Comments Bug

Comment section does not show apostrophe

492
mandy_major
7 years ago
dallis_king
dallis_kingContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Default Value for Manually set Health Scorecards

I'm trying to create a CTA for my CSM's for a manually set scorecard so that if it isn't set 7 days after on boarding is complete. I tried to create a rule that triggers when this particular scorecard value is NA (the CSM hasn't updated it yet) but I get 0 returns from that query, even though I know that these scorecards exist.  I've been looking into it, and I think the reason is that when nobody updates the value, the card is never instantiated, and therefor doesn't exist in the database. I did counts of how many health scorecards each account has, and 4 of them (the four that have NA CSM Sentiment scores) only return 6 scorecards when they should have 7.  So I'm trying to figure out what to do with this. The scorecard itself seems to be completely unsearchable, so I can't just assign it to some value to instantiate it. I was wondering if there was some way for us to default the value of the card to 0 instead of NA, or if there was some other way that you could think of

253
sai_ram
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
What is a "COMBOBOX" Field type?

We use CoPilot extensively for automated renewal notifications. We then log those emails back to the renewal opportunities. We accomplish this by loading the open renewal data to the Email Logs table and then referencing that data when loading the emails back to SFDC. We are having a recent issue where the "Template Name" is no longer mappable to the "Subject" Field of a "Task" object in SFDC. This has been working for us for the last year, but we received the following error today when viewing the rule: In addition, I no longer have the option of selecting "Subject" when setting up my mapping for the Load to SFDC action. I did notice that the field type for Subject is listed as "COMBOBOX". Idk what that is or how it affects (or doesn't affect) the situation. Thanks!

221
dstokowski
7 years ago
josh_grigone
josh_grigoneGainsight Employee ⭐️
asked in Customer Success (CS)
Sort by CSM Comments from Customers Tab

I've received word in the Support Realm that users are no longer able to sort by a Comments field following the most recent upgrade. The field is a Long Text Area data type that the user was able to sort by prior to the update even though it appears to be a known SFDC Limitation. Use Case: When figuring out who users have talked to recently (or had not talked to in a while) they were able to sort by this comments field. With this field no longer sortable, they are missing on a function that proved very helpful to their team.  Any other ideas in terms of a way to accomplish this? Thanks!

192
rajdeep_barman
7 years ago
jessica
jessicaContributor ⭐️
asked in Customer Success (CS)
mass delete chatter posts

We had some rules that would post to chatter, but we no longer want that feature so we turned it off. Now we have a lot of posts in chatter that we would like to delete. Is there a way to mass delete these posts?

1315
sai_ram
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Set scorecard based on % of tasks in CTA completed

Is it possible to have a scorecard updated based on the number of tasks in a playbook completed. We are in the process of creating a new scorecard for those who are in onbparding stage and when a CSM is onboarding a new client they get a CTA assigned with 13 tasks. we'd like the scorecard to change to red if only X% of those 13 tasks were completed by Y date. Is that possible?

232
nitisha_rathi
7 years ago
kevin_ly
kevin_lyHelper ⭐️
asked in Customer Success (CS)
[Feature Request] Easy Sponsor Tracking Change Notification Based on Pending to Tracked

Posting on behalf of customer: Currently there are pre provided rules that would fire a CTA based on Sponsor change Title Company, and Location, depending on choice. However, your not quite able fire a CTA or get a user notification that lets you know if a "Pending" status Sponsor card went to "Tracked". One of the collections have status to go off of regarding Tracked, Pending, etc, but there isn't really a date that is unique to this change to go off of. Yes we do have a notification, more like the card UI showing that, but not through CTAs. This is where it would be nice if the backend tracked changed in Tracking status that has support data to make CTAs, maybe include a field that would say Date Tracked? Or User Notification via email saying these sponsors of these accounts are now tracked? Sure you can move values around, tracking the number of pending and taking the difference, but a ready solution would be nice.

603
rajesh_gande
7 years ago
toddcarey
toddcareyContributor ⭐️⭐️
asked in Customer Success (CS)
What is Constant and Show Field in the Load to Features Rule?

I can't seem to find any clear documentation that explains how the Constant and Show Field setting impact a Load to Features rule.  Anyone know or have a URL to share for good documentation?

182
toddcarey
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Predictive Analysis

Does Gainsight provide any predictive analysis into accounts? For example can it predict if an account will change to red or yellow based on historic behavior? 

493
samuel_cummings
7 years ago
stella
stellaContributor ⭐️
asked in Customer Success (CS)
Capturing relationship type in timeline reporting

I'm excited about creating reports based off of activities in timeline.  I started to do this, but found that I can't pull in the relationship name (product/account combo in my case) when I create a report using the "activity timeline" field.  Has anyone gotten around this without using bionic rules?  I'm still learning, so baby steps would be helpful!

263
stella
7 years ago
nageswararao_jampala
nageswararao_jampalaGainsight Employee ⭐️
asked in Customer Success (CS)
Rules Engine: Why more than 2 identifiers of same data type are not allowed in load to relationship

We have a situation where we want to include more than two fields of the same data type as identifiers.

161
sundar
7 years ago
kraig
kraigContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Help with Bionic Rules?

Hi everyone - I'm hoping for some help with Bionic rules.  We have attempted several without success, even after [i]thoroughly reviewing support materials, webinars, community comments, etc. Here's the scenario. We have an MDA table that stores our app usage data by feature by account by week.  That table also contains a very complex [i]calculated [i]field that scores the "health" of each feature.  To improve our scoring we need to know if a feature is owned or not, so I created a field to store a simple Yes / No value.  However, it appears to be impossible to populate correctly, even with Bionic rules. Is there a Bionic rules expert out there that would be willing to look at what we've done and help me find a solution.  Thanks in advance, Kraig

303
sundar
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How do you enable the externally available Gainsight Dashboards?

At Pulse, there was talk of an upcoming new feature where you could share a Gainsight Dashboard with a non-Salesforce user. I could have sworn this was part of the May release, but I cannot find the settings to turn that on. Anyone point me in the right direction? This would be a game-changer for the team that manages our partner renewals globally. Thanks!

362
ben
7 years ago
cara_brill
cara_brillContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Can I see Relationship Name in the Scorecard Fact table?

Apologies if this is posted somewhere else, I've searched and cannot find it. Is there a way to see the Relationship Name in the Scorecard Fact table? I just am seeing relationship ID. This was an issue with Scorecards 1.0 for us too. Note: This conversation was created from a reply on: Scorecards 2.0 & Migration FAQs.

454
cara_brill
7 years ago
kerry_oconnor
kerry_oconnorContributor ⭐️
asked in Customer Success (CS)
Owners listed in the Cockpit drop down menu who no longer have licenses.

In our "Cockpit" view, we have two owners listed in the drop down menu who are no longer with our company and no longer have Gainsight licenses. These people were previous owners of CTAs but we have since transferred all of their accounts & CTAs over to different managers. However, both names are still listed under the owners section in the Cockpit even though we have removed their licenses for Gainsight. Can you assist? Thanks so much in advance.

366
lila_meyer
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Trying to find a way to readjust how the usage graph's default Y axis is values.

I am trying to find a way to readjust how the usage graph's Y axis is set. It seems to change automatically change the default Y axis values depending on the usage it finds but it typically does not represent the data very well. Is there a way to change this?

383
lisa.mirth
7 years ago
jennifer_richard
jennifer_richardHelper ⭐️
asked in Customer Success (CS)
Bring CTA Task Name into Report

I am trying to bring the task name into a report on email assist tasks.  I am using the CSTask object and am able to bring in call to action name but not the task name.  See screenshot below... What appreciate any help.  Thanks! Jennifer

362
jennifer_richard
7 years ago
bruno_giacomelli
bruno_giacomelliContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
UI bug when ordering show fields in Reports

Hi, The task of ordering show fields in Reports is one of the most annoying bugs in Gainsight's user interface. It's there for months. Please, could you fix it? I'm using Google Chrome with Windows 10. I've recorded a video below to showcase what I mean: Thanks

13316
sai_ram
7 years ago
nitisha_rathi
nitisha_rathiExpert ⭐️
asked in Customer Success (CS)
Moving Playbook page inside administration

Hi, Since all assets like rules, reports, etc. (except playbooks) can be accessed from administration, we are thinking of moving playbook page too inside administration tab. The functionality will not change but only users having admin access will be able to access playbooks. Please let us know if this works for you or if you think this change will add challenges in your current process. Thanks, Nitisha

241
heather_hansen
7 years ago
christine_nguyen_vaeth
christine_nguyen_vaethContributor ⭐️⭐️
asked in Deliver Customer Success
Where can I find decks and recordings from Pulse 2017? Thank you!

Looking for content/decks from the sessions!

659
marie_wilkerson
7 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Customer Success (CS)
Can Milestones sync with Salesforce?

We currently create CTAs to track customer visits and important customer calls. We then sync these with Salesforce so they appear within Activity History. We would like to use Milestones to track visits and calls, but I have not been able to find whether there is a way to sync Milestones with Salesforce other than creating a CTA from the Milestone, and then syncing, which is not convenient for our users. Does anyone have experience with this?

614
manu_mittal
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Multiple Attribute Sections In C360/R360

I have a customer who doesn't want the "Attributes" section to be very long and would like to have the ability to add 2-3 smaller attribute style sections. They would like to have the two Two Column format thats available in the attribute section today.

503
steve_davis
7 years ago
tzundelgainsightcom
tzundelgainsightcomHelper ⭐️⭐️
asked in Deliver Customer Success
G360 for Adoption Champions

When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!

12614
manu_mittal
7 years ago

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