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3720 Topics
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA Release: Thursday, 11th August 2016

SUMMARY  Maintenance Window :   Between 12:00 AM and 6:00 AM ,Thursday August 11th 2016  CST Queues Hold Time :  4 Hours   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Major Release. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. Soon after the deployment,  all queues will resume as normal. This deployment includes some (backend) feature enhancements.    Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of about 4 Hours expected. Data Processor Queue - MDA :  Delay of about 4 Hours expected.     FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us b

191
mahesh_patil
8 years ago
amy_956107
amy_956107Contributor ⭐️⭐️
asked in Deliver Customer Success
Rolling NPS: possible to report on most recent [#] respondents?

I'm working on building a rolling NPS / CSAT survey to trigger the quarter prior to and following the client's renewal event. I received a request for the ability to compare NPS trend overtime for a rolling cohort. So rather than comparing Q2's responses to Q1 or February's reponses to January, I would select a sample size (say 50 responses) and always look at the most recent sample. (ie comparing responses 1-50 vs 2-51 vs 3-52 and so on) Has anyone built this type of report in Gainsight? Since I can't find any examples, I wonder does this go against best practices?

563
manu_mittal
8 years ago
willybeanes
willybeanesContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Exporting .csv is rounding decimals

We have a report that shows %Utilization by customer (pivoted by week), but when exported to .csv it rounds all the values to 1 or 0. Is this a known limitation of the Reports 2.0 / Dashboard product?

301
sudarshan_vig
8 years ago
seth_schroeder
seth_schroederGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Assign Playbook Tasks to Formula Fields

Playbook tasks cannot currently be assigned to owners via a formula field. This added functionality would enhance this feature.

321
smorrisgainsightcom
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Production Environment - Planned Maintenance : Saturday, 6th August 2016

Maintenance Window : Between 10:30PM Saturday, August 6th  & 05:00AM Sunday, August 7th  CST Queues Hold Time :  4 Hours   Activity :  Gainsight has planned a scheduled maintenance on Backend infra. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. Soon after the deployment,  all queues will resume as normal.   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of about 4 Hours expected. Data Processor Queue - MDA :  Delay of about 4 Hours expected.     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.

301
mahesh_patil
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Customer360: HTML code showing up instead of URL on Attributes field

I thought there was already a community entry somewhere that I had raised this issue a few months back and was told it was to be resolved in the next update (which should have passed by now) but still encountering this on the 5.x UI. I did find this problem https://community.gainsight.com/gainsight/topics/zendesk-ticket-urls-no-longer-working which could be related. We have a field on the attribute tab that should display a URL but it is showing HTML code instead.  Is this a bug or something we can adjust on our side? Please see screenshot below.

572
darkknight
8 years ago
sanaa_bhambri
sanaa_bhambriContributor ⭐️
asked in Customer Success (CS)
I wanted to report on where an individual customer fares in comparison to their industry (percentile ranking)

I have done a percentile ranking of customers by Industry, now when I add the report to R360, I want to be able to show where that individual customer falls in comparison to others in its industry in a bubble chart or something, where we can see a dot for that particular customer when we are on the R360 page for that customer. Any thoughts on how to do this?

533
gaurav_kotak
8 years ago
dave_mandell
dave_mandellContributor ⭐️
asked in Deliver Customer Success
Filtering Subscriptions for Product and Charges Help

We currently have all subscriptions in the Product and Charges field.  "All" is the issue as in it shows all products from all subscriptions whether active or inactive.  Example below.  subscriptions outside of the current active one confuse the data when trying to pull reports.   Any help/ideas would be great!

323
gaurav_kotak
8 years ago
nicole_hart
nicole_hartContributor ⭐️⭐️
asked in Customer Success (CS)
Cockpit Header Row Issue

CSM Feedback:  "Cockpit header row titles seem to be cut off on some columns in our instance" I can provide screenshots if necessary but, it happens on titles that take up two lines/wrap or cuts off a longer word like "opportunity"

441
manu_mittal
8 years ago
ryan
ryanContributor ⭐️⭐️
asked in Customer Success (CS)
360 Reports too small

Looking at the embedded reports on the 360 page, they seem to be very small and not filling the available real estate.  For example, the report shows 20 line items but I can only see 5 without having to scroll to the rest.  Is it possible to extend this view to fit the page?

211
manu_mittal
8 years ago
jen_molitor
jen_molitorHelper ⭐️
asked in Deliver Customer Success
Marketing Engagement Healthscore

We are new to Gainsight and leverage Marketo for all of our marketing campaigns and Influitive for our Advocatehub. We want to create an engagement score in the heathscore that reflects their engagement with our campaigns/webinars/user groups/advocate hub etc. Would anyone be willing to share how they have set up a similar scorecard component in Gainsight?  

551
manu_mittal
8 years ago
brian_adkins
brian_adkinsContributor ⭐️⭐️
asked in Customer Success (CS)
Trigger a CTA when an opportunity is marked as 'Closed-Won"

When an existing Customer has an Opportunity set to Closed-Won, we'd like to create a CTA ... What would such a Rule look like? Fields that may be useful: - Opportunity 'Closed' field (this is a boolean) - Closed Date on Opp .... but the Opp almost never actually closes on that date...usually before or after. If before, SF automatically changes the close date to the current date (https://help.salesforce.com/apex/HTVi...). If after, SF leaves the close date alone. I'm thinking that a workflow rule in SF might be required to get this working 100% of the time.

1985
johnny_burtchaell
8 years ago
brian_994811
brian_994811Contributor ⭐️⭐️
asked in Customer Success (CS)
How to update the comments field on a CTA?

When creating a CTA, there is a comments field. However I can't figure out how to edit those comments once the CTA is created. This is on the CTA itself, not on the tasks. Is there a way to update the comments?

754
brian_994811
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Incident on 1st August 2016 - Rules Failed/Delayed for few tenants

Incident Window : On Monday 1st August 2016  - between 12:00 AM & 1:00 AM  CST   Our MDA upstream infrastructure provider encountered a failure in one of the components.  Due to this failure, few of our Tenants/Customers Rules either failed or got delayed. Gainsight Support team has reached out to the individual Tenants/Customers who were impacted by this Hardware failure with remediation details. The issue was resolved and the services are operating normally.   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Rules failed/delayed for few Customers Data Processor Queue - MDA :  Rules failed/delayed for few Customers   FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a

110
mahesh_patil
8 years ago
kara_murphy
kara_murphyContributor ⭐️⭐️
asked in Customer Success (CS)
What is the Logic behind Sponsor Tracking Rule

Our sponsor tracking rule isn't working and I can't figure out what the logic should be.   Can you share the logic behind what the standard rule is or was supposed to be?  I inherited the system and am not sure what, if anything, changed and we are missing a lot of updates to sponsors. I checked here already and the "setup rule" screen shot isn't displayed, which is the one I need.   https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/Admin_Configuration/... Thank you!

313
dan_ahrens
8 years ago
johnny_burtchaell
johnny_burtchaellHelper ⭐️
asked in Deliver Customer Success
Relationship Best Practices

Does anybody have examples of how they set up and use Relationships in C360 that include the attributes, linked objects, card view, and/or 360 view fields that were chosen? We have a Cloud CSM team and an On Premise CSM team. Naturally, our customers might have a Cloud product, an On Premise product, or both.

632
johnny_burtchaell
8 years ago
rajendra
rajendraGainsight Employee ⭐️
asked in Customer Success (CS)
Production Environment - Planned Maintenance : Saturday, 30th July 2016

Maintenance Window :Between 12:00 AM Saturday, July 30th   &  06:00 AM Saturday, July 30th CST Queues Hold Time :  4 Hours Activity :  Gainsight has planned a scheduled maintenance on Backend infra. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. Soon after the maintenance, all queues will resume as normal. Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of about 4 Hours expected. Data Processor Queue - MDA :  Delay of about 4 Hours expected. FOR MORE INFORMATIONPlease subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

221
rajendra
8 years ago
danella_stephany
danella_stephanyContributor ⭐️⭐️⭐️
asked in Community News
Product Demo Video for non-CSM Viewers

I am introducing Gainsight to my Professional Services division. They will not be Gainsight users so I am looking for a high-level "what is Gainsight" video. I plan to do a demo of our specific instance but want a quick salesy video (under 2 mins) to show before diving into our own org. I found this old product demo video but am wondering if you have this exact video available in a more current version (this video is 3 yrs old)? Doesn't need to be Gainsight 5.0 with the new UI but the immediate prior version of UI would be great. Thanks for your help! https://vimeo.com/63709432

681
lila_meyer
8 years ago
karen_jones
karen_jonesContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Gainsight--What's in it for CSMs?

We are a new GS customer and I need to introduce Gainsight to our internal CSMs next week. In order to gain buy-in and enthusiasm, I want to get at the "WIIFM." Does anyone have any ideas/thoughts about what's in it for a CSM who hasn't previously used a tool like Gainsight? A couple of benefits come to mind right off the top--automated messaging and playbooks, and at-a-glance customer health scores. What others can anyone add?  I might be able to somehow leverage the idea of the 5 Pillars of Customer Success, but if I do I'll need to put them into simple terms to make the CSMs understand that Gainsight will make their jobs easier. Help, anyone?

938
tzundelgainsightcom
8 years ago
lisa.mirth
lisa.mirthGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
MDA Report Filtering by Dynamic Date

Creating a report off an MDA subject and need to filter using a date field where date is less than 90 days ago.  When filtering on SF objects, we have dynamic values available; however, dynamic values are only available on the MDA fields when using equal function. Is this expected functionality and if so are there plans on the roadmap to align the functionality in MDA reporting with the same functionality as Salesforce object reporting?

241
sudarshan_vig
8 years ago
tara_distel
tara_distelContributor ⭐️
asked in Archived content
What's your type - of communications that is?

I'm curious about the types of communications other GS clients are sending through co-pilot. Do tell.  

290
tara_distel
8 years ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Best practices or Vault resources on CTA analytics

Has anyone created some show-stopping Reports or Layouts which detail CTA analytics? For example, the number opened, closed, by CSM, by type, etc. I have configured several Reports and Layouts but I'm curious what anyone else has done.

353
tom_wix
8 years ago
sara_hoeffler
sara_hoefflerContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Exporting Special Characters to Excel

When exporting scorecards, we've found that special characters like ü and ø don't show up correctly in Excel. For example, the account name "A.P. Møller - Mærsk A/S" exports to Excel as "A.P. Mà ̧ller - Mærsk A/S" . Is there a fix for this? This is frustrating for our EMEA teams as they have to do tedeous manual cleanup when exporting scorecards.

724
sudarshan_vig
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Production Environment - Planned Maintenance : Saturday, 23rd July 2016

Maintenance Window : Between 10:30 PM Saturday, July 23rd   &  04:30 AM Sunday, July 24th  CST Queues Hold Time :  4 Hours   Activity :  Gainsight has planned a scheduled maintenance on Backend infra. During this maintenance Rules and Data Processor will be in hold state for about 4 Hours. Soon after the deployment,  all queues will resume as normal.   Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of about 4 Hours expected. Data Processor Queue - MDA :  Delay of about 4 Hours expected.     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.

301
rajendra
8 years ago
allastair_meffen
allastair_meffenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Ability to update a SFDC field true or false

Has anyone found a way through the rules engine to check/uncheck a field in SFDC? We have created a reference playbook and at the end we create a milestone to track when an account was used as a reference.  I would then like to check/uncheck a field on the account record that indicates whether that account has been used as a reference in the past x days.  We do not give full access to Gainsight for anyone outside of our customer advocate team so this is how we can indicate whether an account has been used recently.

513
karl_rumelhart
8 years ago

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