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revathimenon
revathimenonGainsight Community Manager
published in All About Pulse
Pulse 2025 vibes are kicking in...Give us a little teaser! 🎤

Hi there Pulse family,Pulse 2025 is creeping in on us & we are looking forward to all the speaker sessions we get to be a part of! 😍Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favourite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.Here’s how ​@bostonjillian introduced her session 🔥How can anyone not love the touch of an adorable co-star here! Ooo, and not to forget!Your profile will receive a beautiful Pulse 2025 Speaker badge soon!Looking forward to hearing from yo

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revathimenon
manharwalia
manharwaliaGainsight Employee ⭐️
posted in Share Insights and Best Practices
Managing Customer Escalations in Gainsight: A Practical Framework

Effective escalation management is vital for Customer Success. While tools like Jira or ServiceNow handle technical workflows, they often lack the context and visibility CS teams need. This article outlines how to use Gainsight to complement those systems with better tracking, reporting, and accountability. The GoalEnable Customer Success teams and leadership to:Track the full lifecycle of escalations within Gainsight Improve visibility across accounts and teams Enrich customer context for health scoring, renewals, and risk management Automate follow-ups and SLA tracking with CTAs Leverage AI-powered insights through Timeline and Copilot features Step-by-Step: Escalation Tracking via Gainsight Step 1: Keep Support Platform as the Source of TruthContinue using Jira (or ServiceNow or other Support Platforms) to manage detailed escalation workflows, ticket comments, and ownership. Gainsight’s role is visibility and lifecycle tracking, not replacing Jira's ticket resolution process. Step 2

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manharwalia
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Share Insights and Best Practices
Create a field history tracking object using Real Time Rules

I wanted to share how we track key field changes on the Company object using Real Time Rules. This is a common use case that is easy to implement once you get comfortable with Real Time Rule functionality!Step 1: Create your History Tracking ObjectWe use a custom object to hold information for our key field changes. We titled it “Company History Tracking.” It has the following fields:Old Value New Value Field Company (GSID lookup) and the other system-generated fieldsStep 2: Create your Real Time RuleReal Time Rules can be used to track field level changes on limited objects (called “Topics”). For this example, we’ll use the “Company” topic to track field level changes from Company in real-time.Step 3: Choose your event (what do you want to track that changes?)After choosing your “Topic” (Company), choose your “Event.” This is the change that occurs that will trigger the rule. There are some OOTB options for you, but if you’re looking to do multiple changes at once, use a “Custom Updat

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bradley
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
posted in Share Insights and Best Practices
Implementing Value Networks to ensure multi-threading

As a CS Ops Manager at TrendMiner for the past 5 years, I’m always looking for ways to help our Customer Success team scale more effectively through better processes, systems, and data. Recently, we tackled a common challenge in CS: single-threading.Got questions or thoughts on this? Feel free to drop a comment or send me a message. Happy to chat more about it!The challengeIt happens a lot more than you’d like as a CSM: your main contact changes roles or leaves the company and the customer goes dark. The solution? Multi-threading: making sure you have regular touchpoints with multiple stakeholders, so you are not dependent on a single individual.But how do you ensure this is consistently done for every customer? What tools can you provide to your CSMs to get more insight into the breadth of their outreach?Introducing the Value Network, a practical tool implemented in Gainsight CS that accomplishes exactly that…What is a Value Network?A Value Network is an overview of all customer conta

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alizee
jason_metzler
jason_metzlerHelper ⭐️⭐️
posted in Share Insights and Best Practices
Building Killswitches into Gainsight Rules: A Safety Infrastructure Guide

Yes, this post was created with AI, but I checked its work. Based on our implementation, here's a comprehensive guide on how to build robust killswitches into your Gainsight rules to prevent data disasters and massive CTA creation incidents. 🎯 Why Killswitches MatterImagine waking up to find your rule created 2,000 CTAs overnight because of bad data, or worse - your health scores were incorrectly set to zero because a data source failed. Killswitches are your safety net, providing automated circuit breakers that stop rules when unexpected conditions are detected. 🛠️ Two Main Killswitch Patterns1. Volume-Based: Preventing CTA ExplosionsUse Case: Risk CTA creation that depends on external data sourcesImplementation:Count the number of CTAs that would be created by your rule If count exceeds a reasonable threshold (e.g., 100 CTAs), abort the rule Send Slack notification to alert your teamSetup Steps:Add a Transform step to count the number of CTA records Include a Slack notification act

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romihache
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Tracking user adoption of Gainsight

If you’re looking to analyze the usage of Gainsight among your users, there are a few ways that this can be accomplished, and I wanted to share how we went about tackling this problem.Ultimately, we didn’t use the GS Asset Tracking object for our use case. We were less interested in the reports/dashboards being used, and more interested in the results we were expecting to see (the outputs, like Timeline activities and CTA movement).  Business Impact: As a member of CS Ops, CS Leadership, & CS Systems, I want to understand how our users are adopting Gainsight and adhering to their expected usage of the platform.Description: Build a dashboard that outlines key indicators of adoption/usage:Log in frequency Logging activities to Timeline Acting upon created CTAs Updating CSM Sentiment in health scorecardThe dashboard answers questions such as… Logins Who are the top users based on logins? Top 10 Users This Month User Login History object, Count of Login Time and MAX of Login Time

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KimStocks
spencer_engel
spencer_engelExpert ⭐️
posted in Share Insights and Best Practices
Gainsight Sandbox Best Practices

Hi everyone -  I recently crowdsourced the Gainsight Admin community to ask for some best practices regarding best practices for managing a Gainsight sandbox. I got some helpful thoughts, and along with an assist from ChatGPT, came up with the following 8 best practices. By all means, do not consider this a final list! I’d love to hear what I missed or if anything needs to be tweaked. We’re all constantly learning here 😃. 1. Use Sandbox for Testing Only Only use Sandbox for:  Testing new rules, playbooks, layouts, and configurations  Training new admins or CSMs  QA before deploying to production  Never test in production if the change has risk — even small changes (e.g., to Rules or Permissions) can cascade widely. If we absolutely must test in production (due to data limitations in Sandbox, for example), then test on a Company record that is only meant for testing. 2. Establish a Promotion Process Have a clearly documented change control process: Develop and test in sandbox.  Use a

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victoria_peeker_barry
jillian.bejtlich
jillian.bejtlichHelper ⭐️
asked in All About Pulse
Pictures from Pulse?

I was hoping to nab some pictures to share in a LinkedIn post from both when Gainstars got recognized and maybe from my session. Any idea when these might go up? Thank you!

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victoria_peeker_barry
sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
posted in Share Insights and Best Practices
Driving the Community agenda at company events

Hey Community-ersAbout a year ago I posted here asking how you promote community at events.2 weeks ago, my company www.mews.com hosted it’s annual hospitality conference. I wanted to share this here as we did 2 things differently this time around with some great results so thought I’d share here. Hopefully this is somewhat inspiring!!:  Community Drinks Event (Pre-Conference): We hosted an exclusive rooftop event for customers already in town the evening before the main conference. We had support staff managing logistics so I could focus on mingling. I budgeted for a live DJ and a magician which added a special touch. The evening was hosted in a beautiful waterside rooftop venue in the sun which certainly helped with the strong turnout. As a result, I was able to have some great conversation about the community with my customers, get new customers signed up to the community and got some verbal commitments for community-exclusive success story interviews - one of my key targets in 2025.

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victoria_peeker_barry
Daniel Reese
Daniel ReeseContributor ⭐️
asked in All About Pulse
AI Real Talk

Thank you to those of you who attended our AI “Real Talk” panel discussion at this year’s Pulse.  We ran out of time to cover all the submitted questions, so this is my attempt to address the follow up questions that I’m best suited to answer.  Do you see Ai/Agents as a more economical solution to outsourcing? No, I see AI agents as an augmentation to the workforce.  Our organization does not outsource but we do offshore.   How do you plan on getting around potential legal hurdles with AI in the future around data, etc. Do you think less regulations will benefit in the long run? Or are guardrails necessary?  At the moment, we don’t have answer to the legal hurdles (yet).  We focus on the markets less regulated to start in order to commence our AI initiatives.  Yes, I believe guardrails are necessary to prevent security risks. @Dan Reese, how did you calculate the cost of one AI Agent for your Digital COE ($14K/year)?  We measured a time impact of [Avg. 7 meetings per week x 30 minutes

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revathimenon
KatLeong
KatLeongGainsight Employee ⭐️
asked in All About Pulse
Still riding the Pulse high? 💚✨

 Feeling a little blue now that you’re not surrounded by 2,000 of your closest CS friends? Same here. But don’t worry—you can relive the magic with all the incredible photos from the week 📸We’ll also be dropping session recordings by the end of the week into the Pulse Library.Is it too early to say… bring on Pulse 2026?  

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KatLeong
saulrich
saulrichContributor ⭐️
asked in All About Pulse
Thank You Pulse- On Demand Recordings?

So wonderful seeing everyone at Pulse 2025!!Thank you to the Gainsight event team for a great conference.When can we anticipate the Pulse 2025 On Demand sessions to be available? 

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olimarrio
juan.delrio
juan.delrioHelper ⭐️⭐️
posted in All About Pulse
The Return of the King

Our Lord returns! DJ Skemaddox returns and it was Glorious!! 

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alizee
John Thacksron
John ThacksronContributor ⭐️
posted in All About Pulse
Pulse 2025 Session: Driving More Expansion Revenue

Hey everyone! My team and I are really looking forward to #Pulse2025! Join me on Thursday, May 29 at 10:15am PT in the Innovation Theater for a session on Driving More Expansion Revenue. We will discuss:-What holds CS organizations back from driving expansion revenue-Initiatives to implement-Case studies of successful CS organizations You'll receive an assessment to evaluate your organization and recommendations to boost expansion revenue. Let me know if you're coming so we can connect before or after the session. 

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John Thacksron
bsekar
bsekarContributor ⭐️
posted in All About Pulse
Happy Hour at Minus5° Ice Bar @ Pulse 2025

Survive the Vegas heat and make new CS friends at the Minus5° Ice Bar! Matik & Rod Cherkas are hosting a networking happy hour with heavy hors d'oeuvres and a hosted open bar. Explore the Minus5° Ice Bar which is completely made of ice (jackets to be provided), and then warm back up at the 1923 Prohibition Bar next door. When: May 28 @ 5 pm, after Day 1 at PulseWhere: Minus5° Ice Bar and 1923 Prohibition Bar (less than a 10-minute walk from Pulse)Sign Up: https://www.eventbrite.com/e/success-on-the-rocks-tickets-1357265951999 Cool down at the Minus5° Ice BarWarm back up at the Prohibition Bar 

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bsekar
sshroff
sshroffGainsight Employee ⭐️⭐️
posted in All About Pulse
Gainsight Admin Happy Hour @ Pulse 2025

 I’m thrilled to share that, for the fourth year in a row, we’re kicking off Pulse with the official Gainsight Admin Happy Hour!Join us to connect with fellow admins who truly get what your day-to-day looks like and who you’ll be seeing all week long. It’s the perfect way to start Pulse with new and familiar faces, good vibes, and great conversations. Appetizers and beverages are on Gainsight—just bring yourself!📅 Date: Tuesday, May 27th🕔 Time: 5:00–7:00 PM📍 Location: The Landing Pad at Brooklyn Bowl, The LINQ Promenade🔗 Register hereHope to see you all there - cheers! 🍻 

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darkknight
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Using JO to send Internal Emails

Ever wish your team(s) could get vital Gainsight information without having to constantly log in? You're not alone! At Acquia, we've found that using Gainsight's internal email features has transformed how we communicate and collaborate. I'm excited to share some examples of how we do this and how you can too.Improved Response TimeFor our teams with occasional Gainsight tasks, we’ve built out notifications to prompt action from those teams.Example 1: Our CSMs create CSQLs (Customer Success Qualified Leads) via a CTA that they then assign to the Account Manager to work.  Account Managers tend to operate mostly in Salesforce, so it’s not always top of mind for them to go work CTAs.  To solve this problem, we’ve created two internal emails that they can use to complete the process of updating and tagging the CTAs appropriately. (One that fires a few days following the creation of the CTA, and then, another that fires a few days later if no action has still been completed)Both emails conta

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heather_hansen
Andrew Brown
Andrew BrownGainsight Employee ⭐️
published in CS Perspectives from Gainsight
Unplugged Insights: How Acquia Turns CS Into a Revenue Driver

Revenue Unplugged is officially wrapped, and it revealed the blueprint for scaling success after the sale. We brought together top minds in Customer Success, Account Management, and Revenue Leadership to answer one big question: How do you turn post-sale teams into a revenue engine?If you missed it, good news—you can watch the full recording on demand here. But for a quick hit of value, check out these highlights from Victoria Griffin, VP of Account & Customer Success Management at Acquia. She dropped some powerful insights on how her team uses digital CS to fuel retention, expansion, and scale.Here are her responses from some of the questions asked live during the event:  What’s your overall take on digital customer success as a revenue driver? From an account management perspective at Acquia, digital customer success is a key revenue driver because it enables us to be proactive, not reactive. Our platform provides deep insights into customer behavior and product adoption, allowin

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Andrew Brown
seth
sethGainsight Employee ⭐️⭐️⭐️
published in All About Pulse
Networking at Pulse 2025

When in Vegas, there’s no slot machine quite like networking! 🎰 We celebrate all forms of networking: lively chats in the corridors, soulful reflections over late-night whiskey, imaginative brainstorming at breakfast, one-on-ones in a quiet corner. No matter the form, embrace the small-talk about the weather (answer: sunny, hot) to see what you’ll find on the other side!What topic would you be just delighted to be able to chat about with someone? What kind of folks are you hoping to meet?Get ahead of the in-person craziness and raise your hand below by sharing who you are and what you’re interested in, so the people who’re looking for you can find you.Looking forward to seeing you there 🙂👋

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juan.delrio
sshroff
sshroffGainsight Employee ⭐️⭐️
published in All About Pulse
Small Group Admin Roundtables at Pulse 2025 - Waitlist Available!

Back by popular demand, we're bringing back this high-impact event we've successfully hosted for the past three years—exclusively for Gainsight Admins.Join a small-group roundtable led by one of six expert Admins from our amazing CS Ops Product Council. These seasoned pros will offer tactical, personalized coaching and share real-world insights. You’ll also connect with fellow admins in a setting designed to spark collaboration and future peer support.Each roundtable is capped at 5 participants to keep the conversation focused and valuable. Registration is required and limited to Pulse-registered attendees. You may attend one roundtable only—helping us open the door for more Admins to benefit from this experience.Event Details📅 Date/Time: Wednesday, 12:30–1:30 PM & Thursday, 1:00–2:00 PM📍 Location: CS Ops Clubhouse🍽️ Note: Lunch will be served in the Clubhouse. You’ll have 30 minutes free before and after your session.Check out some quotes from participants’ feedback in previous

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sshroff
andrew_biehle
andrew_biehleGainsight Employee ⭐️
published in All About Pulse
The Pulse 2025 Support Booth!

Welcome to the 2025 Gainsight Support Booth!This year during Pulse we’re going to be doing something new: a live moderated Zoom meeting that Pulse attendees can join at any time to ask any product-related question directly to one of our Support agents.Here are some notes on how the Support Booth works:After joining the moderated room you will be routed to a breakout room with an available agent. If no agent is available you are welcome to use our waiting room until one becomes available. The support booth is primarily made up of CS support agents and we’re best equipped to answer those questions. If you have a question regarding CC, CE, or PX we will do our best to route your question accordingly. Thank you for the patience and understanding! Lastly - to enable us to service as many questions as possible, we are limiting each breakout session to 20 minutes. If an agent cannot address your question or issue in that time, but you would like to continue the conversation, we will ask that

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andrew_biehle
Carol_Keyes
Carol_KeyesHelper ⭐️
published in Share Insights and Best Practices
Automating Self-Adoption Assessments & Scorecard Updates

Introduction:Hey everyone! I'm excited to share our journey in automating our end-to-end process for self-adoption assessments and scorecard updates. This initiative has significantly improved our efficiency and accuracy, and I believe our learnings can help you too! We've streamlined everything from survey delivery to scorecard updates, and I'm going to walk you through how we did it.Our Automated Process: An OverviewOur automated process has several key steps:Survey Creation and Delivery: We kick things off by creating and delivering surveys to our customers. Survey Completion: Once the customer completes the survey, the process moves forward. Backend Data Management: This is where we handle the data behind the scenes. Manual Intervention (as needed): For our high-touch customers, we've built in a step for manual intervention to ensure accuracy. Automation Engine: The rules and logic that drive the automation. Scorecard Updates: Finally, updating the scorecards within Relationship 36

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romihache
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Share Insights and Best Practices
Onboarding Gainsight CS – How We Maximized Our Greenfield Deployment

Implementing Gainsight CS from scratch is both an exciting and complex challenge. At PVcase, a leading solar energy software provider, we had the unique opportunity to deploy Gainsight CS in a greenfield environment, meaning we had no existing customer success platform to migrate from. This offered both freedom and responsibility so that we could design the system exactly as we needed, but we also had to ensure it met our business needs from day one, exceeding the expectations of many in our teams.We’re about 4 months in from full deployment, and so  I wanted to create a quick post that walks through our approach to a successful deployment, the challenges we overcame, and lessons learned that could help others in a similar situation. Understanding Our Starting Point: A True Greenfield DeploymentAs an ex-Gainsight employee, I was tasked with leading this deployment. PVcase had no prior CS tool, meaning our processes were mostly manual, siloed across teams, and we as a company lacked a c

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matthew_lind
romihache
romihacheVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Reports and Dashboards: How to manage data access by Persona/Role

Alright, so this is all about controlling who gets to see what in your reports and dashboards. We're gonna talk about two main things: sharing groups and folder permissions.Quick Rundown:Part 1: Sharing Groups - Making Teams: Basically, you can create your own teams of people to share stuff with. These teams can update automatically based on certain info (dynamic) or you can just pick the members yourself (static). I’m using a simple example here: CS Managers>CS Leads>CSMs. Part 2: Folder Permissions - Locking Down Folders: You can also control who can even open and see the dashboards within specific folders. Whatever rules you set on a main folder automatically apply to all the folders inside it. Each folder is shared with the right team of people (that sharing group we talked about)Part 1: Create your sharing groupsGo to data permissions → sharing groups. For this example, I have 3 groups that follow this hierarchy:CS Managers  CS Leads    CSMsAccessing Sharing GroupsThe great

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romihache
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Starting Out as a JO Admin: Planning for Your First Few JOs

Summary:Summary: This article provides a comprehensive guide to planning, launching, and managing Gainsight Journey Orchestrator (JO) programs, emphasizing thorough planning, testing, and communication. It should take approximately 10-15 minutes to read thoroughly.Missed the previous posts in this JO-focused series? This article follows these previous posts:Understanding Journey Orchestrator: Yes, it’s important enough to have its OWN admin! Diving Deep: My Role as a Gainsight JO AdminMain text:Getting started: a good plan is essentialAs you plan your first few JOs, it’s best to start simple. The fewer steps and the less complex the source, the greater the likelihood of a successful launch, and the lower the risk of errors. Look for the low-hanging fruit, especially where automations can result in a big win for you and your team. Speaking of your team, include your stakeholders from the beginning — all of them. Ask questions. Skipping this crucial step is a surefire way to experience u

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romihache

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