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Unanswered questions

3712 Topics
M
mmetrContributor ⭐️
asked in Customer Success (CS)
SFDC Integration: Rules Engine, Real-time rules, Connector 2.0

I am struggling to understand a couple of things around the SFDC and Gainsight integration. It seems that there are 3 methods of integration. Connector 2.0 Rules Engine (Bionic Rules) Real-Time Rules I am struggling to understand the use case for using each one of these. 

781
john_apple
1 year ago
M
MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Timeline Entries In Success Plans

Hi There!Our Timeline Activities being added through a Success Plan are not counting on the current dashboard categories.Example: Client Event – Recurring Client Meeting added to a success plan directly are not showing up in the KPI Dashboard for Recurring Client Meetings so they aren’t counting as a KPI for the CSM.How can I fix this?Thanks!

251
john_apple
1 year ago
haba_89
haba_89Contributor ⭐️⭐️
asked in Customer Success (CS)
Gainsight Assist Log email to Company/Relationship

Hello,Using Gainsight Assist on Outlook.Once an email is logged to a timeline, is there a way to change the company or relationship?Thing is our Company/Relationships are frequently changed because of the number of customer we are working with and their hierarchy can change a lot.  

771
jessicatang
1 year ago
B
birkelzackContributor ⭐️
asked in Community News
Email Template Beta

Hi, we are a new customer and I would really like to participate in the new email template builder beta group if possible. Our CSM told me that it is already full but wanted to see if there was a possibility. We are doing a lot of template building for emails and it would be great to have and test out. Please let me know. Thanks,Zack

1190
B
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
How to put an "old content" warning?

Hi there,in our B2B / Customer Success Community we organise a thorough Community Cleanup (led by @Lena H.) every spring.Mostly the followingMove topics in the right categories Add more public tags to topics See if we missed any follow-up questions For content older >6 months: Check if the content/answer is up-to-date, and add a follow-up if something changed Especially the last point is very tedious and involves a lot of manual work. As our Community and its content grow, we’re not sure how to tackle this.Either we keep on checking every single topic and make sure old content is up-to-date (what we’ve been doing)Another option that we may consider in the future is to kind of “dismiss” old topics and/or add a label/disclaimer that it may be out of date, (when i say content i mean mostly User-generated Questions)→ which would save a lot of work. If a user wants to ask that question again, they can ask a new topic or more simply just follow up in a comment to check if anything changed

14419
Daniele Cmty
1 year ago
B
BabaOlukContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Report that shows JOs being run and email templates being used

Report that shows JOs being run and email templates being used that way the team knows what and when we are emailing customers

192
sagan_sherlin
1 year ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How do CSMs set the CSM Sentiment on your scorecard?

How do you set up the CSM Sentiment measure on your scorecard? There are a few ways rattling around in my brain:CSMs manually set the measure score on a certain cadence Sentiment is derived using a custom field on Timeline that a CSM sets for logged activities and set automatically A combination of CSMs manually setting the measure and automatically setting the measure based on risk criteria (ie, at least 1 Risk CTA, or an At Risk opportunity) Something else entirelyAt the end of the day, my intention is to ensure CSM Sentiment is captured in the most efficient way possible, ideally without additional burden from CSM for manual data entry. We do automate some Risk CTAs today, and plan to have CSMs manually create Risk CTAs for certain identified risks as part of our risk review process. So, it’d be nice to leverage that. They also already set Opportunity stages to At Risk, so I’d like to use that as well (though I do want to be able to identify accounts trending At Risk even if the opp

66510
heather_hansen
1 year ago
timcavey
timcaveyHelper ⭐️⭐️
asked in Customer Communities (CC)
What system powers Insided internal search?

Is internal search functionality updated and improved?  Our community search bar can perform badly at times. Example: A search term: “enrol dcc” is a string that is featured in the title of a topic, that doesn’t show up when this term is inputted. Search results here.  The topic that somehow wasn’t identified in the search results: https://forum.ovoenergy.com/smart-meters-136/national-enrolment-and-adoption-e-a-of-smets1-smart-meters-onto-the-data-communications-company-dcc-your-guide-8899  

351
Alistair FIeld
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
User Stats mismatch (amount of replies) User profile vs User Dashboard

Hi folks,We just awarded our Superuser with a kudos for his 1000th comment.We monitored his reply count from the Profile backend as well as the frontend stats.  But now we realized on Analytics > User Dashboard, that the reply count is completely different. The amount of topics + Replies is 20% higher… how could that be?  Are we looking at a bug or is there anything I am not taking into account?And ultimately: which number is correct?Best,Daniele

948
olimarrio
1 year ago
C
Chae StewartContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Using Journey Orchestrator to send a monthly customer newsletter

Hi All,I’m wondering if anyone has experience utilizing JO to send a monthly customer newsletter. I don’t know that JO is a great medium for this, but I’m curious if any creative folks out there have made it work. Any tips or advice would be much appreciated.Thank you!

1112
C
1 year ago
S
sverbanicContributor ⭐️⭐️
asked in Customer Success (CS)
Email Template Token

We are trying to insert a token into an email template and receiving an error.  Could using a calculated field from the Relationship object be the problem?

401
ssamarth
1 year ago
G
gabmorrisContributor ⭐️
asked in Customer Success (CS)
JO Survey Program - unable to see preview or receive test email

I have created a survey in Gainsight and an email template that contains this survey. For my program, I have chosen a customer satisfaction program and inputted participants via CSV file.I haven’t received any of the test emails (I’ve clicked the ‘send to me’ button several times throughout the day), and when I preview the email from the participant's view, it is unable to load the preview. Is there something I am doing wrong? I don’t want to send the email unless I can get the test email so I can make sure the survey link works.  

911
ssamarth
1 year ago
alex_legay
alex_legayHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Multiple CTA actions per Program step

We have a scenario where it would be beneficial to apply filters to assign a different version of a CTA based on filters. In our case, it would be to assign the CTA to a different CSM(or user group) based on filters that define which CSM/user group should get the CTA.This can already be done using conditional waits but it would be must easier if you could just expand the CTA step to apply different version with filters. I am imagining it to be like adding multiple CTA actions to a rule with different filters in the action steps for each CTA and then have a default CTA step in order to catch any that don’t match the filters. Doing this in one CTA step would save a lot of time vs setting multiple conditional waits for each time you need to assign a different CTA or to a different CSM/user group. This would solve this issue as well. 

621
sarahmiracle
1 year ago
S
shamus.cunninghamContributor ⭐️
asked in Customer Success (CS)
Rules Engine only updating secondary Scorecard if it has been viewed in Home first

I am trying to create a new scorecard for 2023 and run it along side our old scorecard method so that we can understand the differences prior to putting it into production. However, whenever I run the rules to populate measures for my new scorecard it is only updating accounts where I have gone into the Home → Scorecard and viewed the new “Rules 2023" scorecardIt appears like this new scorecard is not being created until an end user views it first which makes it really hard to compare old to new. Is there something I am missing about how to populate this Scorecard across all accounts?  

471
john_apple
1 year ago
C
cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Account Contacts 360

Me and my team are having trouble understanding why Account Contacts in 360 isn’t pulling in any Data. Here is what that looks like. Is there a Specific configuration that pulls in Data that anybody can suggest?   

141
john_apple
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Build Communities
Best Practices on how to make a content forecast

Hi there,My current task is to create a Content Forecast for the two coming years (2023-2024) so we can have a rough estimate of how many user questions, discussion, and comments we can expect (inside and outside of ideation) in order to have an estimate of how much content will need to be moderatedHow would you approach this?I came up with an idea but maybe somebody has got a better technique :)First off: I already have a member forecast & a session forecast for the next to years. This will be an important factor for the forecast calculations.Basically I have a list of all numbers for the past year with which I calculate a ratio(simplified version here)Month Questions Sessions Members Ratio: Questions  p. Session Ratio: Questions p.Member January 100 10000 5000 0.01 0.02 February           etc.            Then I calculate a monthly ratio, e.g. (topics p. session) and (topics p. member) of each of the above content types.→  e.g. for

472
Daniele Cmty
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
How to calculate how many topics have a comment by a fellow user (non-admin)

Hi there, one of the main goals of our support community is to grow peer support i.e. to make sure our customers help each other out and answer each other’s questions.We measure our success there by calculating a monthly “answered by peer rate” (Sum of all Questions answered by customers) divided by  (Sum of all Questions answered) The only problem with that is that this only tells us part of the picture about how helpful our members are, because the “Best Answer” works on a “winner-takes-it-all-principle”. Click on “learn more” to see what i mean.E.g. imagine the following scenario:A user asks a question. 5 different users come to help with their solution, which is fantastic.Then our own moderator writes a comment that sums up or validates the other replies. This comment gets selected as “best answer”. Result: this thread, even if our user base was extremely helpful, has a negative effect on our “answered by peer rate”. but this should not be the case. So I would like to also consider

647
Ditte
1 year ago
Aokoli
AokoliContributor ⭐️
asked in Customer Success (CS)
Rule failure

Does anyone know why I am receiving this Gainsight rule failure message for Salesforce 'Salesforce Error ::FIELD_CUSTOM_VALIDATION_EXCEPTION:Won Opportunities are locked.  To unlock, reach out to your manager.:StageName ----' . 

121
john_apple
1 year ago
B
billrlarseniiiContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Company Data on Survey Analytics

When running a survey in Gainsight, are we able to capture point-in-time data when the survey is taken (rather than seeing the data as it is at the time analytics are viewed)?For example, we have an Implementation team that does all our implementations. They are not assigned an account long-term, but only for the implementation. In 6 months, if I run a analytics for a CSAT survey that was taken today, I’d like the analytics to reflect the Implementation team member that was assigned at the time the survey was responded to, not the Implementation team member that is assigned when I run analytics.Is this possible?

232
john_apple
1 year ago
lokeshraovn
lokeshraovnHelper ⭐️
asked in Archived content
JO and Survey analytics in Dashboards

We have surveys being sent via JO - we have the analytics of Survey and JO in respective modules but can we use them in dashboards for our executive view. How can we achieve this. If not We should have the option this to Import this to Existing Report builder so that we can use the reports in dashboards.?

492
K
1 year ago
N
NavContributor ⭐️
asked in Customer Success (CS)
Support Brave Browser for Gainsight Assist

Do you currently offer support for Gainsight Assist on Brave? The experience on Chrome is very lackluster as I had to clear my cache, history, etc in order to use the functionality.

141
john_apple
1 year ago
rschlette
rschletteGainsight Employee ⭐️
asked in Product Experience (PX)
Add localization support for Spanish-Latin America (es-419) in engagements and KCB

The custom has the requirement to add support for Spanish-Latin America (es-419) in their application, and is requesting to add localization support for Spanish-Latin America (es-419) in engagements and KCB

321
L
1 year ago
christopher_sanderson
christopher_sandersonHelper ⭐️⭐️
asked in Customer Success (CS)
Adoption Explorer date filters as a compare

@skalle I have two date fields in my usage data. The main date data (created date) is currently mapped to the standard AE Date field. This field also drives the main date filters inside the C360 section.However, I have no way to use that second date field in comparison to the standard AE date field. I would like to have a report that shows ‘created’ volume vs ‘completed’ volume. However, I have to set a static date filter for the new report using “completed date”, and it doesn’t change with the global section AE date field.Am I missing something, or is this an enhancement request?

111
christopher_sanderson
1 year ago
M
mzamzamContributor ⭐️
asked in Customer Success (CS)
Success Plan migration from relationship 360 level to customer 360

Hello, Any idea for an automated procedure to move already existing Success Plan from relationship 360 level to customer 360 level? without the need to move each one manually. note that I’m a success manager using Gainsight not an administrator for the tool. Thanks!

391
john_apple
1 year ago
bostonjillian
bostonjillianContributor ⭐️⭐️
asked in Product Experience (PX)
How to create URL scope rule with custom paths

I’m unsure of how to map this page and wondering if anyone else is having the same issue. My URL includes my username in the title. Typically I’d add a wildcard (*) to get around this; however if I do that, PX picks up on every page of the product. IF I keep the username as is, PX only tracks my pages and not anyone elses.How do I do this?! 

831
anirbandutta
1 year ago

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