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Unanswered questions

3710 Topics
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.

1965
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?

744
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?

928
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
ajay_chigurupati
ajay_chigurupatiGainsight Employee ⭐️
asked in Customer Success (CS)
Production Environment - Scheduled MDA Release: Thursday, 21st July 2016

SUMMARY Maintenance Window :    On Thursday, July 21st  2016  between 02:30 AM  &  06:30 AM CST Actual Downtime :  60 Minutes   Activity :  This deployment includes minor bug fixes. During this maintenance Rules and Dataprocessor will be in hold state for about 60 Minutes. Soon after the deployment,  all queues will resume as normal.   PRODUCTION Environment Impact Details : Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Rules Engine Queue  - MDA :  Delay of about 60 Minutes expected. Data Processor Queue - MDA :  Delay of about 60 Minutes 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.

513
rajendra
8 years ago
courtney
courtneyContributor ⭐️
asked in Deliver Customer Success
CTA for identifying low customer engagement?

How do I write a CTA that is triggered when we haven’t had any meaningful communication with a client in x number of days?

342
courtney
8 years ago
sanaa_bhambri_eeba8e
sanaa_bhambri_eeba8eContributor ⭐️
asked in Customer Success (CS)
Need to be able to see MDA tables with Scorecard on R360 and C360

1. With the new UI, since you can only see 1 section at a time, that is a huge concern for us (Cisco), we need to be able to see MDA usage reports alongwith the scorecard on both R360 and C360 Views. 2. Summary Section should always be there no matter what, it is the crux of the entire account.

681
manu_mittal
8 years ago
nicole_hart
nicole_hartContributor ⭐️⭐️
asked in Customer Success (CS)
Cockpit CTA Ownership

Message from a CSM: "In Cockpit there is no ability to view CTAs by a specific owner. Previously we could view CTAs owned or assigned to a different team member, this option is no longer available. The only options available now are “My CTAs” and “All CTAs”. This was very important if the default owner is out of the office and new CTAs need to be assigned. " Context is we manage accounts by regional teams so, we rely heavily on this function.

927
darkknight
8 years ago
juhi_bulchandani
juhi_bulchandaniContributor ⭐️⭐️
asked in Customer Success (CS)
New UI - Under CTAs the task are not very intiutive

This is not really a problem but there is a learning curve with the new UI. The cockpit area of the older UI was much better . Example : The task column said "2 task" whereas the new UI does not use the word task but shows "0/2" which is not very intutive for a new user. Additionally , When a CTA goes overdue the older UI showed a very clear icon, however new UI it shows closer to the date is so small that it is barely visible. Additionally we used have the option to filter teh CTA by owner, this filter is kind of hidden on the right side of the UI, in addition to it , it does not work. 

242
manu_mittal
8 years ago
evan_giamanco
evan_giamancoContributor ⭐️
asked in Customer Success (CS)
How do you trigger a CTA off of a Stage change?

I'm getting hung up on the duration part, meaning I want the rule to basically say when the stage changes from New Customer to Onboarding, fire CTA Implementation. It needs to be set in a way that the rule only looks for customers who have just switched to this stage. I'm afraid it's set to trigger the Implementation CTA for anyone who's in the Onboarding stage even if they've moved past this step. Advice? Thanks!

1676
seth
8 years ago
ian_bennett
ian_bennettContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
When selecting a time to send out notifications what timezone is being used ?

Hi At the admin level we can configure the time of day that notifications get sent out. However there is no indication of the timezone this relates to If I am in the UK and set the time to 14:00 - will it send to all users at 14:00 UK time, server time (which I imagine is US) or some other time ? ..... and even if I enable at Admin level do all users have to go into the Notification area and manually select which events they want to be notified on to receive an alert. Or will they get an Alert on all events regardless. ie Do I have to tell all our reps to configure their personal alerts ? Thanks Ian

261
lila_meyer
8 years ago
luzhangadaptiveinsightscom
luzhangadaptiveinsightscomContributor ⭐️
asked in Deliver Customer Success
Overall percentage of Red & Yellow accounts

We are looking for guidance on what best in class CS teams have in terms of percentage of accounts that can be in red/yellow (either by # or by ARR $). Does anyone have any ideas on best practices or guidance? Obviously this will be different on how you define red/yellow, but we're looking for a ballpark figure on what is a reasonable amount of escalations to be had at any given time. Thanks!

502
loni_brown
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Demo Environment Planned Maintenance : Saturday, 16th July 2016

SUMMARY  DEMO Environments Planned maintenance is scheduled as follows:  Saturday, July 16th 2016  between 12:00 AM  &  7:00 AM CST   Gainsight has planned a scheduled maintenance on Backend infra for DEMO Environments.  Delays are expected in execution of Rules & Data Load in DEMO environments.   NOTE: There will be NO IMPACT to any SFDC or MDA Environments of PRODUCTION or SANDBOX Customers due to this maintenance.   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.

331
mahesh_patil
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA Release: Friday, 15th July 2016

SUMMARY    Gainsight will be deploying a MDA release as follows:  On Friday, July 15th 2016  between 11:00 PM  &  11:50 PM CST During this deployment window, MDA components  (Gainsight Backend Infrastructure) will be in hold state. Once the deployment is completed, all queues will be resumed as normal.  Delays are expected in execution of Rules & Data Load.   There will be no impact on  Gainsight Application in SFDC. This deployment includes some (backend) feature enhancements.    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.

241
mahesh_patil
8 years ago

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