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3717 Topics
alex_legay
alex_legayHelper ⭐️⭐️⭐️
asked in Archived content
Linking a ticket number to a survey response

Steve Margulis from RES software submitted this ticket to me. We are using Copilot to email a survey to customers when support tickets are closed. The email template includes a tag to display the support ticket number. However, when reviewing survey responses, we cannot see the support ticket number. Is there a way to include the support ticket number on the survey itself? Otherwise, we have to go back to the Powerlist to find this information. Does anyone have any ideas here? The only thing I could suggest was for him to add in his outreach to ask the customer to copy their ticket number then add a question in the survey where they can add it in there. His current strategy is to look at the power list to find the ticket number but since that refreshes each day sometimes he misses them. Can anyone think of another way? Thanks!

02
evan_luberda
8 years ago
ray_r
ray_rContributor ⭐️⭐️
asked in Customer Success (CS)
Can't create "No CTA" rule to raise health score

I'm sure many of you have attended the Express workshop and/or webinars and therefore will find this next graphic familiar... The problem I'm having is I can't seem to put together a simple rule to indicate that no CTA's exist. When I came across this problem my first instinct was to place the following in the filter field: CTA type includes Risk Count of CTA equals 0 But I realized that we cannot pivot around "count" when an object is in the "filter" field of a rule, however we can pivot around "count" in the "show" field as shown below... So my question to anyone else who's run into this same issue before, how did you structure your rule to indicate that no risk CTA's exist? I've created a work around but it's not sufficient. I had to create a rule that says "if a Risk CTA exists AND open tasks equals zero THEN set score to Green". I won't get into the different reasons on why this isn't a sufficient work around, but nevertheless I wanted to share and see if anyone else had t

7911
sdrostgainsightcom
8 years ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Scorecard Rule: Null CTA values not being pulled

I am trying to build rules where the absence of an open/closed cta will result in a green health score.  I am using the CTA object when making the rule but I can't seem to find a value that works.  Has anyone come across a similar issue or found a way around this?

493
seth
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled Patch Release: Tuesday, 5th April 2016

SUMMARY   Gainsight will be releasing a Patch on April 5th, 2016 as follows:   Tuesday, April 5, 2016  from 5:00 AM to 7:00 AM CST   This patch is to fix few minor issues . During this schedule,  some of the backend components will be in hold state. This will impact Rules, Data Processor and Aggregations. Once the deployment window is closed, all queues will be resumed. Any components that were scheduled to run during maintenance will run once the window is closed.    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.

281
mahesh_patil
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Customer 360: Usage Adoption: Normalize percentages do not display when Normalize and Milestone both selected

I observed today that when I am using the Usage Adoption tab on the Customer 360, and I have selected both Normalize and Milestones in the show criteria, when I hover over a data point, the normalize percentages do not appear in the weekly details: If I uncheck the Milestone field, the normalize percentages DO appear in the weekly details:

431
rama gangadhar
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Can I compare string fields in Criteria inside Rules?

I want to copy to a field in Gainsight the content of a field that sits in the Salesforce Account tab. This field in SF would be a string (a comment about the status of the customer, that can be updated by CSMs). So through a rule, I would like to update the field in GS anytime the field in the Account tab is updated. So anytime the GS comment is different from the SF comment, the SF comment should be copied to the GS comment. But that does not work.  Can I only compare numbers in the Criteria section?

291
matthew_lind
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled Hotfix Release: Friday, 1st April 2016

SUMMARY  Gainsight will be deploying an Hotfix on April 1, 2016 as follows:   Friday, April 1, 2016  from 6:30 AM to 8:00 AM CST This Hotfix is for backend DB Connections. During this schedule,  some of the backend components will be in hold state. This will impact Rules, Data Processor and Aggregations. Once the deployment window has closed, all queues will be resumed. Any components that were scheduled to run during maintenance will run once the window has closed.    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
linda_lam
linda_lamContributor ⭐️⭐️
asked in Deliver Customer Success
Freezing Health Score Color for Will Churn/Churned Customers

Hi team,  Does anyone know of a way we can freeze a churned/will churn customer's health scorecard in Gainsight so that we can start reporting on trends? When a customer churns, we move them to the "Churned" Stage and our CSMs will close out the CTAs as Closed Risk to clear out the noise in their cockpit. Since our scorecard colors are driven by specific reason codes, once the CTA is closed, each measure will turn green the next day. This causes a problem for our churn analysis downstream. Any tips on how you can keep the cockpit clear but also keep a record of all of the risks identified in the customer account? BONUS question: We were also thinking of trying to find a way to operationalize "If a customer is in Churned Stage, then the Overall Health Score = RED (or black) or some really obvious color" Any tips on this? Thanks! Linda

571
abhishek_sivaraman
8 years ago
adam_bambrough
adam_bambroughContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Is anyone using CTAs to flag customer success stories?

 I'd like to implement a programmatic way for CSMs to flag great success stories & verbatims so they are easily referenceable & shareable during our weekly Success meets

495
seth
8 years ago
curtis_cannon
curtis_cannonContributor ⭐️
asked in Customer Success (CS)
Displaying Company Description on the C360 Page

I would love to see Gainsight automatically pull in basic biographic information about a customer to be displayed on the C360 page or elsewhere throughout the account. Other success softwares I have used have an "About the Company" section that pulls things like a company description, the amount raised if the company is publicly traded, number of employees, location, link to social sites, etc. all from the web automatically. At least the company description would be great so that we can get a snapshot of what the company does without having to Google them.

1152
marie
8 years ago
alex_legay
alex_legayHelper ⭐️⭐️⭐️
asked in Archived content
Limitations of Force.com App Subscription Users in Gainsight

Christopher Sanderson submitted this ticket regarding an express customer: https://gainsight.zendesk.com/agent/tickets/9022 One of the users has SF license called "Force.com App Subscription User". She has access to Gainsight and can see customers and the tabs but they are having trouble giving her permissions to CoPilot, Playbooks, and surveys. I have never heard of users with this license using Gainsight so I am wondering if this sounds like a limitation for that license. He let me know that she is the only user in the workshop with this license but their whole team has this license. I found information on the license here and am wondering if this is why the user is not able to get these permissions. https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_available.htm Any ideas?

00
alex_legay
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Rules Engine: Is there a way to key an action off of whether or not a Milestone exists?

Need to know if it is possible to filter for whether or not MilestoneX exists, and if so, do not proceed with Action.

211
sundar
8 years ago
andrea_gertz
andrea_gertzContributor ⭐️⭐️
asked in Archived content
External-Facing NPS Submission

We just started sending NPS on a regular cadence via Co-Pilot.  We also have a custom SF object we used previously to store scores and give access to a broader audience.  A rule runs every night to load info from GS into the legacy object. We would like to add an option for NPS submission by granting access in our Customer Community/Portal (Salesforce). Can we make the GS survey available that way?  If not, I'd like to use our legacy object for that.  However, we would want to upload to GS and we already are uploading from GS to the legacy object & I want to avoid an uploading loop. Thoughts?

363
marie
8 years ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Sponsor Tracking - Set CTA when # of Contacts Tracked is 0

Has anyone successfully written a report or built a CTA to fire when the Number of Contacts tracked in Sponsor Tracking is 0? We haven't solved for this one yet, mainly because Gainsight (and a lot of force.com, for that matter) cannot detect the absence of something. My leadership team wants to see how many customers have 0 tracked contacts, and then to fire a CTA when this occurs so it can be remediated.

402
smorrisgainsightcom
8 years ago
jeffrey_coleman
jeffrey_colemanHelper ⭐️
asked in Customer Success (CS)
A CTA's name should be truncated to 80 characters, not cause a failure

I have some CTAs that generate based on opportunities. Say an AE puts in an upsell opportunity and we want to make sure the CSM has awareness. Normally it works fine to say "Look at {Opportunity Name}" as the title. Except there's the random case where the opp name is strangely long and now the CTA fails. My suggestion is that the CTA creation process should just truncate the title at 80 characters. Yes, " Look at Strangely Long Upsell Opp Name for 200 seats and premium everything - Ma" is a bit odd, but I'm confident the team will figure out the "...rch 2016" and move confidently along with their task!

292
matthew_lind
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Allow CTA Reason and Milestone to have same names

I just discovered yesterday that I apparently cannot have a CTA Reason with the same System Name as a Milestone.  It gives me an error in both directions. Existing CTA Reason, try to create Milestone Reason: If I delete or change the name of the CTA Reason, I can create the Milestone. Existing Milestone Reason, try to create CTA Reason: If I delete or change the name of the Milestone, I can then create the CTA Reason. Since these are located in separate areas of the tool, it would seem these should be independent of one another, but I cannot find in the documentation any explanation that there is a relationship between the two. It would be good if these two documents could be updated to reflect this: Under Call to Action Reason: https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/02_... Adding a New Milestone: https://support.gainsight.com/Product_Documentation/Administration/General_Administration/Confi

332
darkknight
8 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Snoozed CTAs show in C360's Cockpit

It appears that, when a CTA is snoozed, it still appears in the C360's Cockpit. Am I missing something? The pull-down list only includes "Open CTAs" and "Closed CTAs"...

383
darkknight
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Maintenance / Quality check Dashboards in Gainsight tab

Can we set visibility permissions for the different dashboards (layouts) in the Gainsight tab? I saw in one resource that this was possible some time ago... I would find it really useful because I need to create some quality check dashboards and I need those to be visible only for myself of a handful of people. 

313
darkknight
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Set Renewal Date by Month and Day

I'm trying to figure out if we can set renewal date by Month and Day and not year. We have some customers who renew annually and others that renew monthly. Because of this we don't populate a renewal date in Salesforce, but I'd like to be able to create rules to influence scores and CTAs based off the day and month a customer was created on. Any ideas on the best way to accomplish this?

14110
lane_h
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Deliver Customer Success
NPS Best Practices: Questions, Processes, Feedback

We are going through the process of re-evaluating our NPS Program. I would love to hear how others here do NPS.  Some of the areas I'm specifically looking for input on are: How do you create buy-in across your company to empower others to followup and create change for responses? How many questions are on your NPS survey? What processes do you have in place to ensure timely followup and follow-through on responses? How do you increase your response rate?

1072
tzundelgainsightcom
8 years ago
llakata
llakataContributor ⭐️⭐️
asked in Customer Success (CS)
When is the next Success Express?

I just moved into a CS Operations role a little over a week ago and my primary responsibility will be GS administrator, which I'm new to. I just heard about the Success Express training from a colleague who went through it at a former company. I searched the support website but only found info about the prep work and the agenda.   Where can I find the registration info and schedule for the next one? Thanks! Lisa

261
dstokowski
8 years ago
nikka_mathur
nikka_mathurContributor ⭐️⭐️
asked in Customer Success (CS)
Sponsor Tracking CTAs

A few customers have reported extra Sponsor Tracking CTAs appearing in the Cockpit. This is due to our engineering team making infrastructure changes to our Sponsor Tracking feature to ensure greater accuracy and reliability. This update may lead to the generation of extra CTAs since backlog data was refreshed. We expect these extra CTAs will continue to be generated for the next week, and then will subside. If you are experiencing this issue, please mass close the ‘Sponsor Tracking Notification’ CTAs. Instructions for using the CTA mass edit feature are available in our Product Release notes on ‘CTA Mass Edit’ . Filter for CTA’s named ‘Sponsor Tracking Notification’ (this is the name of your Sponsor Tracking notification rule) and filter on ‘Created Date’ greater than or equal to July 2nd, 2015.

402
gaurav_kotak
8 years ago
kaycee
kayceeContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Track Scorecard Scores in Usage Section of C360

Is there a way to feed a customers's overall health score to the usage object in the C360 page? It would be nice to be able to trend scores against other metrics like logins, milestones, etc. 

501
abhishek_sivaraman
8 years ago
sarah_couch
sarah_couchContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Trying to create a report to show customers whose last closed CTA was 6 months ago or greater.

We'd like to report on any customer whose last closed CTA was 6 months ago or greater. We're trying to track customers who have not been "touched" recently. I'm struggling with getting customers whose last closed CTA falls into this timeframe ... I can filter on CTAs where close date meets the criteria but then those customers may additional CTAs closed more recently. Any suggestions are greatly appreciated!

475
kristin_f3c469
8 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Changing chart colors in charts created using MDA data

Hi Anyone have any idea how chart colors can be changed when charts are created in Reports 2.0 using MDA data? More like is this even possible? Mainly because below you can see the two Green colors are almost so similar its confusing to which metrics this is referring to.

676
sumesh
8 years ago

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