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Customer Success (CS)

Ask questions and learn from others about features, workflows, and all the possibilities of Gainsight CS

  • 4,943 Topics
  • 15,644 Replies
4943 Topics
katie_b
katie_bHelper ⭐️
asked in Customer Success (CS)
Time Spent by Feature

Our team is trying to get better about showcasing the time and $ saved by releasing certain pieces of Gainsight functionality. The current usage data makes this very challenging. For example, I can see the number of Cheat Sheet ‘events’ by week but I can’t see if those events were all by the same user or part of the same customer. So are those X event truly using Cheat Sheet X times? or did the user just click through the various tabs, scroll to the bottom, and refresh a couple of times. Those are 2 very different experiences and adoption is not the same. We use to use the refresh metric assuming that they’d always refresh before viewing, but now with auto refresh that isn’t really accurate for what we’re looking for either. Any other suggestions to help us show ROI of key features?

172
katie_b
6 hours ago
R
rachel.sullivanContributor ⭐️⭐️
posted in Customer Success (CS)
Suggested Best Practices for Documenting Programs

Hi Everyone! I am looking to see if anyone has suggestions, recommendations, or best practices on how they document the journeys / programs that they have created & have running. As we continue to add more programs, we are wanting to have a quick way to audit the audience of multiple journeys and ensure we are not sending journeys to the same group of people all of the time. My goal is to create a template that someone must fill out before, during, or after creating a journey. This is to help admins get a quick glance of what is or isn’t running, potentially using this as a check list to know who to include or exclude, and then be able to create a general summary from for our leadership team and our customer facing teams. I am looking forward to any recommendations that you all have! Thank you. 

222
dayn.johnson
9 hours ago
Sripamidi
SripamidiContributor ⭐️
asked in Customer Success (CS)
Ability to generate and edit CSQL on Gainsight Mobile App

Currently, Gainsight Mobile App offers a limited set of features, including C360, Sally, Timeline, Dashboards, Calendar, and Notifications. While these are incredibly useful, there’s room to expand the app’s capabilities to better meet the needs of today’s dynamic professionals. One impactful addition would be the ability to Create and Edit CSQLs (Customer Success Qualified Leads) directly within the app. This enhancement would:• Empower users to adjust and refine CSQLs on the go.• Make the mobile app even more aligned with Gainsight’s commitment to agility and customer success. If you believe adding CSQL functionality to the Gainsight Mobile App would enhance your experience, please upvote 💙 to help prioritize this idea for development.

50
Sripamidi
15 hours ago
gabrielaarenas
gabrielaarenasContributor ⭐️⭐️
asked in Customer Success (CS)
CSQL - Sync Leads VS Sync Opportunities

If I switch from Sync Leads to Sync Opps in production, will the previous CSQLs historical data be deleted ? What happens to the CSQLs that have been created after switching sync option ?

192
christopher_sanderson
1 day ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Download CSVs used in programs

Is there a way to bulk download the CSVs used in JO programs? We’ve sent several program using csv files and I’d like to share these with our IT department. I can go program by program and download them but I was wondering if there is an easier way.  Thank you. Trevor

142
christopher_sanderson
1 day ago
AlexaRubin
AlexaRubinContributor ⭐️⭐️
asked in Customer Success (CS)
New Home Page: cannot unlink Portfolio and Cockpit

It seems that once we updated to the new Home Page layout we can no longer separate our Portfolio view from our tasks lists (cockpit view).  These are two completely separate widgets for our team, and have completely different use cases that make them important to be visible in separate areas.  I was super disappointed to hear there was no way to split them.  Tasks are now completely hidden within the home page. CTAs can be within the Summary Banner but again, our team relies on the tasks due that day/week and not the main CTA due dates.  Has anyone else found a workaround?

708
sarahmiracle
2 days ago
G
giriprabhavatikContributor ⭐️
asked in Customer Success (CS)
How to use Formula field in Relationship report

Hi Everyone, Can you please tell me how to use the formula field while creating a new formula field in the Relationship report? Thanks & Regards,Giri Prabhavati.

342
G
2 days ago
J
Jordan FilipContributor ⭐️⭐️
asked in Customer Success (CS)
Adding Success Snapshots to a Journey Orchestrator

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

38917
ssamarth
2 days ago
2
2percent_jazzContributor ⭐️
asked in Customer Success (CS)
Is it possible to connect a Timeline entry to a CTA using the outlook plugin?

When reporting on TL entries associated to closing a CTA, we are struggling to find a way to link the TL entries initiated using the Outlook Plugin to the CTA.  Without that Context ID of “CTA” the TL entry is orphaned from the CTA it was meant to close.  Is there a way to associate TL entries after they have been made back to a CTA?

925
W
5 days ago
clingley
clingleyContributor ⭐️
asked in Customer Success (CS)
Allow CSMs to create recurring CTAs themselves?

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

353
W
5 days ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Ways to Demonstrate ROI

In this new year, we would like to do a better job of showing the ROI of the CS organization and I wanted to see what others might be measuring.Right now I have:Opportunities where the CSM is involved early close faster  Opportunities where the CSM is involved early close for more (compared to projected) We know better adoption early leads to higher retention, so I’d like to do something around CSMs helping drive early adoption CS Qualified Leads (CSQL) close at a higher rate for both new products and expansion CS Qualified Renewals renew faster and for moreAre there others folks are using that they like? What else should I be thinking about?Trevor

241
A
5 days ago
S
SKondreddyGainsight Employee ⭐️
asked in Customer Success (CS)
Refresh the OAuth Token Automatically for Dynamics Connector after 90 Days of Inactive

Hello Team,When we authorize the Dynamics Connection, it will generate a new Auth Token and that token has 90 day expiry period. If the connection was not yet authorized for next 90 days then token will expiry and Jobs will started failing. However, If we re-authorize the connection then new OAuth Token will be generated and jobs will run normally but it is a repeat process for every 90 days. Could you please verify and see if we can have an token refreshed automatically when it is about to expiry

2204
R
6 days ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Workato Integration? Anyone setup before?

Has anyone setup a connection with Workato integration? It is on GS’s website that it does an integration, but I am having a difficult time finding information on it. Any help would be appreciated!

10412
A
12 days ago
A
ahamburg9Helper ⭐️⭐️
asked in Customer Success (CS)
Sign-up - CS Survey in your community

Hey All, Is it possible or has anyone created a survey in CS and used it as signup for a client newsletter. We are looking to revamp our client newsletter, and thought that we could garner interest in parties who would want to see it via a CS Survey. Thoughts?Anthony

313
A
20 days ago
K
kerry.rizzoContributor ⭐️
asked in Customer Success (CS)
Sync CS Tasks to SFDC Opportunity

Hi Gainsight Community, Our goal is to set up a bi-directional sync from GS CTA Tasks to SFDC Opportunity tasks.  The Task Syncing options available OOTB (Auto sync or Bi-directional) only sync the tasks to the SFDC Account.  The CTAs are triggered via rules from SFDC Opportunity as a source and we utilize the Linked Object through the rules actions.  Regardless of the linked object showing the correct SFDC Opportunity, the tasks all sync to the SFDC Account tasks.Our Goal Workflow: CTA is triggered via Rules from SFDC Opportunity and created at Company level in Gainsight. All CS Tasks sync from GS to the linked SFDC Opportunity and appear under Opportunity Tasks (NOT Account Tasks).  This post was the only one I could find that is close to what we are trying to accomplish with CTA Tasks syncing to SFDC Opportunity Tasks:“I feel most would agree that if I want to link a CTA to an Opportunity, one would also want the ability to choose to synch the Timeline entries to that Opportunity’s

171
alizee
20 days ago
nuts
nutsHelper ⭐️
asked in Customer Success (CS)
オプトアウト設定をメールテンプレートに埋め込む方法

オプトアウト設定で作成したフォームを、メールテンプレートに埋め込むにはどのように設定するのでしょうか？ユーザーからの配信停止希望を受け取るための設定をメールに追加したいです How do I set up a form created with opt-out settings to be embedded in an email template?I would like to add a setting to my email to receive unsubscribe requests from users.   

121
nuts
23 days ago
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Required/mandatory "Ranking" Survey question

Hi team,This may be a silly question, but I was testing adding a Ranking question to a Survey and wanted to make sure that the participant actually ranked the various options and didn’t just submitted the default order. I tried marking the question as “Required” but when previewing the survey, having the question marked as required didn’t actually do anything.Has anyone had this same question before? How to make sure the customer actually reviewed the ranking? A matrix type question could also help here, but then the customer can give the same score to more than one option, right? Thank you!

353
alizee
23 days ago
arioux
ariouxContributor ⭐️
asked in Customer Success (CS)
Sending Emails in GS as someone else

We have a use case where we are looking to send emails as our Account Executives. Is there a way to update the signature tokens on an email template to be based on the email in the From Line vs. the User sending the actual email? 

261
alizee
26 days ago
andreammelde
andreammeldeHelper ⭐️⭐️
asked in Customer Success (CS)
Lookup on dataset created from data designer?

I have created a dataset from data designer with it to be permanent and update daily. I want to add to a dashboard and have a global filter applied from the Company object since the other reports on the dashboard pull from that object. Is this possible?

62319
rrobinson
27 days ago
D
DCourtotContributor ⭐️
asked in Customer Success (CS)
Survey Links

We’re currently using JO’s for our project close out surveys.  Some of our project managers have wanted to have more control over sending the surveys but that involves an anonymous link.  Is there any way a non-full user can send a survey so it can connect to a clients account?  Does anyone use any other tools that can integrate with Gainsight that would allow a non-Gainsight user to send a survey and have it come back into Gainsight and connect to the account and respondent on the account?

131
dayn.johnson
28 days ago
nitisha_rathi
nitisha_rathiExpert ⭐️
asked in Customer Success (CS)
Importing notes in timeline

Hi, We are working on enabling the capability to import notes from external systems in timeline. Few external systems from which there is a need to import notes are -  Salesforce objects (SF activities, GS Call To Action, etc) Evernote Onenote What are the other external systems from which you would like to import notes? Thanks, Nitisha

2765
Agnes Gierulski
28 days ago
phani_kumar
phani_kumarGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Calculating Rank using existed field value in Rules

Hi Team. Recently, I came across this situation where I need to Provide Rank based on some Numeric field Values.I have accomplished this logic using the Gainsight Rules Engine. And below are the steps to create Rank. First of all, the flow which I am going to show you that helps, if your data set has duplicate values or distinct values as well.Example, my data set is:And the output is like below In order to get that required output below are the steps that we have to follow in Rules Engine. Note: the steps which I am going to explain, will be the same for both types of data (Distinct or Duplicate)  Step 1: Fetch the Data set with the Numeric field(in my case it’s ARR) on which we wanted to apply Rank.Based on the above sample example data the output of the step 1 is Step 2: Create a Transform task in which pull the numeric field(ARR) in to the Group By Section and drag any other field(Account ID or Name) in to Show and apply count on it.So the output of this task is Step 3: Create one

47410
revathimenon
28 days ago
amanda.caldwell
amanda.caldwellContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Display company-level contacts at the R360

Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?

694
amanda.caldwell
29 days ago
HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Is there anyway to default dashboards to filter to current user?

We have large dashboards that our CSMs use. If there was a way that we could default the view of the dashboard to “current user” our CSMs would not have to apply the filter every time and load times would hopefully be improved. We have CSMs saving their filters, but we have received feedback that the saved filters reset frequently causing frustration.

8311
HenryHace
29 days ago
ewinglel
ewinglelHelper ⭐️
asked in Customer Success (CS)
Unable to Delete a Dropdown Associated w/ an Activity Type

I was testing out some dropdown categories that will be associated with a new activity type, but after testing I was unable to delete the dropdown that I didn’t end up wanting to use. Have others run into this problem? My real problem here may be that I don’t have a “Sandbox” testing environment that would allow me to do this in Gainsight. Is this something that is available for Admin users? Any ideas, suggestions, or comments welcome!

24012
CristianaF
29 days ago

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