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3705 Topics
allison_pickens
allison_pickensContributor ⭐️
asked in Deliver Customer Success
The CCO’s Guide to Managing through Hypergrowth

Hypergrowth is a mountain that only gets steeper as you climb. And we’re probably 5% of the way up. We’ve made it to this point because, above all, we love the climb so much that we keep putting one foot in front of the other. When I look at my broader philosophy for managing through hypergrowth in a CS organization, there are 7 principles that I try to follow: Conquer uncertainty. Create a vision...and talk about it all the time. Clarify what counts as success. Execution matters. Exhale positivity. Learn constantly. Express gratitude. What challenges are you encountering as your company grows and how are you addressing them? To hear more about my principles of hypergrowth, check out my blog post on The CCO’s Guide to Managing through Hypergrowth.

160
allison_pickens
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Charts - when clicking on the data points, the pop-up table doesn't have a horizontal scroll bar

I have created this report: When clicking on each datapoint, there is a possibility to add a series of columns to the pop-up table (this is in the editing mode, in the report): But once I go into the viewing mode of the report (ie in a dashboard), not all the columns are visible, the horizontal scroll bar is missing. Thanks!

373
gaurav_kotak
7 years ago
kashfia_rahman
kashfia_rahmanGainsight Employee ⭐️
asked in Customer Success (CS)
dataspace

I have a customer who wants to do the following:  1. Create report out of dataspace 2. Add it onto dashboard (should be a bar graph) 3. When clicking on the graph, pop up window appears 4. Would like to click on account name, and that should take me to the account's C360.  Unable to get to the Account's C360.  Is there an ETA when this would be possible for dataspace?

262
gaurav_kotak
7 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA (Backend Services) Patch Release: Thursday, 22nd December 2016

Maintenance Window:   UTC - Between 06:30 AM and 11:00 AM, Thursday, 22nd December 2016 CST - Between 12:30 AM and 05:00 AM, Thursday, 22nd December 2016 IST -  Between 12:00 PM and 04:30 PM, Thursday, 22nd December 2016    Activity:  Gainsight has planned a scheduled deployment on MDA (Backend Services) as Patch Release. Rules queue will be in the hold state for about 1 hour during this maintenance. Soon after the deployment, the queue will resume as normal.    Patch includes: Fix for internal error where customer enables the "Log emails to Salesforce" checkbox in Outreach configuration. Fix for DateTime & Date Filters handling with Rule Date in Rules Engine   Queues Hold Time : 1 Hour Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA : &nbsp

311
mahesh_patil
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA comments: percentages formatting for tokens

When I write a comment inside the Action Type section for a CTA rule, and when I select a token (which is a percentage field in Salesforce), the comment that ends up in the Chatter feed looks like this: "Moving average for 'Sum Feature Usage Actions' performed in the past week has dropped by -45.97495527728086  over the average of the prior 4 weeks". Is there any way to get rid of the decimals?

958
kristin_f3c469
7 years ago
laura
lauraContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Report that shows Important/Flagged CTAs

I have a report that shows open CTAs, I'd like to sort to show the flagged/important CTAs at the top, is this possible?

313
laura
7 years ago
diana
dianaContributor ⭐️⭐️
asked in Customer Success (CS)
Enabling SFDC contact object at the relationship level

Our org has a SFDC contact object. Is it possible to leverage this object on the relationship level, assuming we add in the right fields to identify the product offer? If it is only at the account level, is there a roadmap to make this functionality be available on the relationship level.

12913
darkknight
7 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Rules don't do rounding correctly

I have a Rule that pulls all customers where a field is greater than ".5" and less than or equal to ".9" It's returning customers whose values are between ".50" and ".90" I would expect it to return values between ".45" and ".94"

506
sundar
7 years ago
katie_sexton
katie_sextonContributor ⭐️⭐️⭐️
asked in Archived content
Gsnap send to group?

Hello - Love Gsnap. Is it possible to send to a group of contacts at once? (without individually searching for and adding them?) Thinking answer is no as I understand it does not work with copilot yet. Please advise. Thanks!

353
lila_meyer
7 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Report Builder: Unable to set Custom Color for Call to Action::Status Name?

Trying to set a custom color for the Call to Action::Status Name,  but it's not showing up as a field to which I can apply a custom color.  Any suggestions?

363
darkknight
7 years ago
ryan
ryanContributor ⭐️⭐️
asked in Customer Success (CS)
Reporting on deleted CTAs?

I have a request to build a report based off of deleted CTAs.  I don't think this is possible out of the box but wanted to confirm.  Is it possible to report on deleted CTAs?

1746
kevin_ly
7 years ago
jason_knape
jason_knapeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
How to initially setup Gainsight

Recently, I purchased a subscription for my company for Gainsight but I haven't finalized the SOW for the implementation piece.  I already have it installed in my SFDC instance and have taken the Admin 101 training but I can't for the life of me figure out how to set it up to simply show a list of my customers from SFDC and some of their attributes.  Can someone point a self-starter like me in the right direction?

11911
jason_knape
7 years ago
travis_centers
travis_centersContributor ⭐️⭐️
asked in Customer Success (CS)
Configuring CTAs - Importing Contact Details

We are customizing our CTA's so the CSMs do not have to search for information to inform their outreach. We are having issues with connecting information:  1) How to pre-populate Contacts field with primary contact?  2) How to populate contact information? We linked the Contact object to pull in a contact's information on the account. As opposed to displaying the applicable fields, it's asking to either create new or link to an existing account. I tried to link it to an existing account, but the account does not show up in the search.  3) How to populate case information on the CTA?  We are running into the same issue from #2 where the account is not showing up in the search when going to link to an existing account.  Any help would be greatly appreciated! 

312
travis_centers
7 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Sandbox & Demo Environment (MDA - Backend Infra) Planned Maintenance : Sunday , 11th December 2016

Maintenance Window :  UTC - Between 4:30 AM to 8:30 AM Sunday 11th December 2016 CST - Between 10:30 PM  Saturday 10th December & 02:30 AM  Sunday 11th  December 2016 IST   - Between 10:00 AM to 2:00 PM Sunday 11th December 2016   Activity:  Gainsight has planned a scheduled maintenance on MDA-Backend infrastructure for Sandbox & Demo environments. There will be no impact to Production Environments as part of this maintenance.    Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  NO IMPACT Data Processor Queue - MDA :  NO IMPACT    FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

581
rajendra
7 years ago
veronica_moore
veronica_mooreContributor ⭐️⭐️
asked in Customer Success (CS)
Milestone Dates

When adding a milestone, the drop-down year field only goes back to 2015. In order to add a date prior to 2015, we must select 'January' from the month field, '2015' from the year field and then press the arrow to the left of the month in order to get the previous year. The drop-down year column does not immediately update accordingly. When I exit the milestone creation and go back in, I can see the last year that I navigated to via the arrow. However, the cached years do not stay accessible for the customer when exiting and returning to the C360 screen nor are the years available for any other customer. So in essence, in essence, we'll need to finagle the year list each time we add a milestone. While this may not be necessary going forward, we're attempting to enter historical milestones for each customer.

614
darkknight
7 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Emergency Hotfix : Friday 9th Dec 2016

Hotfix Release Window : UTC - Between 7:30 AM to 10:30 AM Friday 9th December 2016 CST - Between 1:30 AM  to 04:30 AM  Friday 9th December 2016 IST -  Between 1:00 PM to 4:00 PM  Friday 9th December 2016   Activity :  An emergency Hotfix is being released for identified issue, where rules processing is experiencing Intermittent failures for Marketo actions.  Rules Queue will be held briefly during this release window which might cause minor delays.   Queues Hold Time :  1 Hour   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of  about 1 Hour expected.     FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please ope

351
mahesh_patil
7 years ago
rob_deaderick
rob_deaderickContributor ⭐️⭐️
asked in Customer Success (CS)
Main Menu Dropdown is Blank

My SalesForce administrator is able to see the full dropdown list of options in the Gainsight main menu bar (Home, Gainsight, Customers, Engagement, Cockpit, etc.).  When I log in, my drop down list is blank. My user has been setup as a Gainsight Admin, per the installation instructions, with permission sets: Gainsight Admin, JBCXM_GS_Permission. Does anyone know what could be causing this issue?

251
smorrisgainsightcom
7 years ago
amber_boaz
amber_boazContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Admin 101 videos have gaps

I'm in Module 10 and there are several gaps in video & audio (up to 40 seconds). The timer bar across the bottom of the video keeps going so I know I'm not inadvertently pausing. Has anyone else experienced this?

364
amber_boaz
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Editting Playbook Tasks

When I make an edit to the content of a task in a playbook via the playbook, that task gets automatically moved to the bottom of the list of tasks in that playbook.  That's fine if there are only one or two tasks because it's easy to notice and put it back in the right order, but if there are more than a few tasks, it can easily get missed, and then, the playbook tasks appear out of order moving forward.  The task shouldn't move on edit unless you physically move it.

749
aviv_caspi
7 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Customer Info Standard Object in MDA

Hi, I know there is a new standard MDA object as part of November release. Also, we can use now the Gainsight Connect in order to store new data in that object. Will the data be stored in that object historically? or will it be overwritten in every new import? I'm asking because we have the Customer Info object from SF now and there we can find the most recent data and we would like to have a table for storing the data on a daily basis in order to see trends and historical data. Right now we have a custom object and a daily rule that loads new records to the custom MDA object. I want to know if the new standard object + Gainsight connect will give me the same functionality. Thanks, Aviv.

364
aviv_caspi
7 years ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
How do I create a report to show all accounts that have turned red in the last week?

I'd like to create a report of all accounts that on Monday morning at 8:00a (or whatever time) of last week were not red and this week are red. Can this be done?

271
dan_ahrens
7 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Archived content
Gainsight Scheduled MDA (Backend Services) Patch Release: Tuesday, 6th December 2016

Maintenance Window :   CST - Between 00:30 AM and 05:00 AM, Tuesday, 6th December 2016 UTC - Between 06:30 AM and 11:00 AM, Tuesday, 6th December 2016 IST -  Between 12:00 PM and 04:30 PM, Tuesday, 6th December 2016    Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Services) as Patch Release. Rules queue will be in hold state for about 1 hours during this maintenance. Soon after the deployment, queue will resumed as normal.  Patch includes : Changes to handle cURL data load jobs to improve the scalability. Changes to support field names in Update, Upsert operation in Data load API using cURL. Addressing an issue with unsubscribe footer for CoPilot.   Queues Hold Time : 1 Hour Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :

381
mahesh_patil
7 years ago
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
CSM Job Description

Does anyone have a CSM job description they regularly leverage? The desired skill set and job description will vary depending on touch model and org structure, but I'm interested in gathering a few samples! 

483
darkknight
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can you delete a matrix data object in Gainsight?

I have created an object in MDA to test it, and now I don't really need it! Can I delete it?

10712
ashok_dugaputi
7 years ago
darkknight
darkknightExpert ⭐️
asked in Archived content
CoPilot Permissions: Group By box is floating when scrolling down the page

I noticed this morning that when I scroll down the list in Administration/CoPilot Permissions, the Group By box floats over the page as I scroll down.  Kinda hard to depict in a screenshot but  I don't know if this is new to the 5.4.3 update or not because I don't typically visit this page on a regular basis.

161
manu_mittal
7 years ago

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