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Unanswered questions

3713 Topics
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Adding Segments on Dashboard

I am trying to add segment to our dashboard and every time I do a filter, my data is weird.  So clearly I am doing something wrong:)Help! 

50
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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Removing Null Accounts from Dashboard

How do I remove any accounts that don’t have a CSM name from my dashboard?What would I filter on to remove the null CSM name?  

264
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2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Reference Table - Contact Card vs People Object

I need to clean up our reference table and I wanted to know which was best practices for contact info, Contact Card or People Object?What is the difference and why would you use one over the other?Thanks so much!

50
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2 years ago
Taylor Tarpley
Taylor TarpleyContributor ⭐️⭐️
asked in Build Communities
How Do You Configure a Retention Rate for Your Champions Program?

Hi all!  Calling all friends who have a champions program! Would love your insight! We’re heading towards the end of our first year of having Champions in our Community and are planning metrics for next year as we build out program more. As this is our first year and I’m having trouble finding data for this, does anyone else run a similar VIP program and can help shed some light on this?  I used a typical customer retention rate formula, but as our Champions aren’t purchasing product and we only have 9 members total, the answer was far too high.  I figured we can count on our VIP members who were active in our Community before our program started would be likely to return and count in our retention data….Any thoughts folks?  Thanks! 

661
A
2 years ago
Intuitive_Geneva
Intuitive_GenevaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Ability to attach files/photos in Mobile App Timeline

We have field employees that now use the Gainsight Mobile App -> Timeline since they only have a phone/iPad on the road with them. However, users cannot upload attachments (one of the main goals for our field employees to use Gainsight) via Timeline on the Mobile App. We would love to have this feature added to Mobile so we don’t lose our field employees to another app!

270
Intuitive_Geneva
2 years ago
jon_harris
jon_harrisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Does the Gainsight Mobile App have the ability to add Activities to a Customer Timeline?

As out Gainsight Admin I am looking at rolling out the mobile app to our team.  I can access the Timeline within an account, see activities, edit them, etc, but I don't seem to have the ability to add a new activity.  am I missing something simple?

1058
Intuitive_Geneva
2 years ago
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BabaOlukContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Survey Email Preview

I'm experiencing some unexpected behavior in trying to send myself survey preview emails from the programs in Journey Orchestrator.   I do get a popup confirming the message will be sent shortly, but no additional emails come through.   Has anyone else encountered/resolved this type of situation?

230
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2 years ago
Molly.McQ
Molly.McQHelper ⭐️
asked in Product Experience (PX)
PX Slack Integration Update Cadence?

At what cadence are PX updates pushed to Slack? I understand that PX updates are “periodically” pushed to Slack, but I’d like to confirm how regularly or on what schedule these updates get pushed. We’ve noticed a number of updates not getting pushed to Slack and would like some clarity on the timing of this data handoff, as this is not included in the existing documentation. 

412
Molly.McQ
2 years ago
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BabaOlukContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Customer NPS Link

Hello, a customer is being sent an email containing a survey link but they stated they can not click the link. When I tested the link myself I was able to click on the link and the survey popped up. I am not sure what the problem is.

341
matthew_lind
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Email Template - Comma Space

Hi There!I have an email template that won’t let me delete the space in between the tokenized name and the comma.  I’ve tried deleting the text and re-adding it, then tokenizing it again. But there is still a space:Help!!  I need to have this program go live but this comma won’t stop torturing me!

201
matthew_lind
2 years ago
Rolland Vandersluis
Rolland VandersluisContributor ⭐️
asked in Product Experience (PX)
Prevent clearing browser cookies from resetting engagement interval rules

We have customers complaining that when they clear cookies, engagements start showing up again. Is that true for others? Is it possible to retain a “sticky” condition (e.g., user has completed or tried a guide or slider) AFTER cookies are cleared? FYI: These customers who are complaining are government contractors and they are required to have their browsers clear cookies upon quitting the browser.

985
dileepnalla
2 years ago
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KentMContributor ⭐️
asked in Customer Success (CS)
Can Outlook On-Premise version be compatible with Gainsight Assist?

We migrated to the “On Premise” version of Outlook after we launched Gainsight, which resulted in the Gainsight Assist app failing to map to timeline in the webmail version of Outlook. I’m creating this post at the request of the Gainsight support team. However, If anyone has any effective workarounds, that would be helpful. Currently we are directing our staff to use the installed version of Outlook. In case it’s helpful for anyone encountering a similar issue, here are the findings from Gainsight support:Based on our review, we found that the on-premises restrictions are preventing us from logging email to a timeline since we expect content from the Outlook exchange server in order to do soAt the moment, the GS assist add-in is only compatible with Office 365. Hybrid exchange organizations (mailboxes stored both on-premises and in Office 365) might have worked with our current design, but Microsoft ended support for that too recently due to a decline in on-premises server adoption.We

200
K
2 years ago
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krystalwuContributor ⭐️
asked in Build Communities
How to balance an Engagement Community and Customer Support in inSided?

Right now, our branded community is focused on increasing engagement with our customers and members. However, we are looking into having our Customer Support team merge into the platform to create a unified experience for our customers and simplify the process for our Support team. One thing I am noticing, though, is that most communities that use inSided use it for one OR the other, not for both reasons. Does anyone know of any communities that operate it for both and how they can function on the back-end (specifically, assigning tickets, not seeping into the engagement conversations, etc.)? 

841
Alistair FIeld
2 years ago
aktripathi
aktripathiContributor ⭐️⭐️
asked in Customer Success (CS)
Success plan name character limit

Hi Team, Can we increase the character limit on success plan names? @justine_billante @anirbandutta 

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anirbandutta
2 years ago
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Chris MitchellContributor ⭐️
asked in Community News
Job Opening: Gainsight leader

Hi all, we have a great opportunity for a customer success expert with experience administrating Gainsight to join Peakon.  This role is responsible for leading the design, development and daily management of CS processes & strategies through our Gainsight platform.Having recently become part of Workday, a global leader in HR & Finance management systems, there is the unique opportunity to help lead the integration of Peakon’s CS systems and processes. https://workday.wd5.myworkdayjobs.com/Workday/job/United-Kingdom-London/Sales-Operations-Analyst_JR-50505

1183
seth
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
"Active" checkbox in SFDC - How Accurate in GS

My team has never used the “active” checkbox in SFDC because they are worried it won’t be accurate in GS.  Has anyone run into any issues with the accuracy in checking the active box in SFDC? We want to pull data on only active accounts, but my SFDC team just let me know they have never used that box. Thoughts?

131
matthew_lind
2 years ago
Melissa Meyer
Melissa MeyerContributor ⭐️⭐️
asked in Customer Communities (CC)
Engagement Dashboard: all customers vs community members only

Is it possible today to have the entire engagement dashboard only calculated % of monthly active customers and customer activity per month amongst community members only?I appreciate the ability to look at our entire customer base, but would prefer the ability to really measure activity amongst those within the community as there isn’t a way to do that today. 

793
Melissa Meyer
2 years ago
aktripathi
aktripathiContributor ⭐️⭐️
asked in Customer Success (CS)
Can company hierarchy work backwards too?

Hi Team,  Just wanted to know if we can have company hierarchy work backwards. So we have a small check box which allows you to show data of childs on related lists on C360, Is there a way I can see parents data too at a child level?  

120
aktripathi
2 years ago
KrisGoose
KrisGooseContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Why can't I customize certain pages?

I’ve just started working on my community site and I’m getting frustrated because some pages show the “CONTROL/THEME/CUSTOMIZE” buttons but many of the others… if not most only show “CONTROL/THEME” and don’t have customize (Which means I cannot add widgets or structure the page in any way”

1212
DannyPancratz
2 years ago
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dgibbonsContributor ⭐️⭐️
asked in Product Experience (PX)
Average time between login

Is there a way to find the  average time between logins for all users? My team and I want to better understand our users login/logout behavior (do they click ‘log out’ or do they allow the inactivity timer to sign them out? Do they log in several times a day? At what interval? etc.)

1022
D
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Market Events - Healthscores

Is there a way to track market events without changing customer to red? 

613
shashanksg
2 years ago
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MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Market Event / Healthscore

Hi There!How can I track market events and how can I keep those events from changing the account health to red?I have 2 use cases in which we want to be able to track market events: Use Case 1:  We have a client that tells us in 6 months from now, they won’t renew.                    Every month, any account that is at high risk, goes in red and then we report on it. Well, this account wouldn’t really be at risk since the risk is over, they aren’t renewing. How can we denote they are red because of a market event, not risk and how can we report on those market events so we can show what is happening in the business?Use Case 2:  We have a large account that says they aren’t going to renew 1 of 30 products.  OR 1 of 30 products just got an FDA denial.  How do we capture that event since it’s not really a risk? The account itself isn’t at risk but those contracts are.  Is there a way to capture that in the Scorecard appropriately and how would we report on that? Thank you so much!!

130
M
2 years ago
R
ronaldContributor ⭐️
asked in Customer Success (CS)
Conditional statements in Journey Email Body

Is there a way to include conditional values/statements in body of the email journeys? As in if certain data points exist, then insert Y statement, and if another data point exists, then insert Z statement?Wanting to adjust a few lines of content in the same journey for each recipient based on a few parameters -- like does the recipient have Y trait, or do they have Y+Z trait

564
sarahmiracle
2 years ago
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Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
Confusion regarding Account Retention Analysis

Hi, I would like to make use of retention analysis, specifically to measure “Account Retention”, but I have a few questions regarding it from a technical perspective. I’ll use the following image as a reference for my questions   How does GPX calculate the number of accounts that I can see on the Y-axis (335/60/28)? Let’s take the cohort of Sep 05, 2022 – Sep 11, 2022 Here, it mentions the number of 335 accounts. What I want to know here is: a. Are these accounts that had their first lifetime visit on the web app? b. Are these accounts that had their first web app visit during this specific period? c. Are these accounts that were created on this particular day into Gainsight’s database? (Although I’m pretty sure this isn’t the case) Also, please let me know about what account variables (if any) are involved in calculating this number. If possible, could you also explain this for measuring user retention? Mainly what user variables are involved in calculating that number and what it mea

743
dileepnalla
2 years ago
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AnshitaGainsight Employee ⭐️
asked in Customer Success (CS)
Can we have nested objective functionality in Success Plans?

Couple of my customers have business use cases where they want to have nested objectives under main objective in SPs. They tried implementing one SP with high-level objectives and listed the sub-objectives under tasks; but this structure wasn't suitable for them and could not be utilised efficiently. Therefore, they had to create multiple SP to track one program.Can we expect any SP functionality that gives a nested structure to objectives?

9811
Anil Raj Pujari
2 years ago

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