📢 List of Articles from PX May 2022 Release
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This thread is for the Admin Office Hours session for Tuesday May 24th, 2022. Submit your questions to this thread and we'll address them during our session at 10-11:30AM UK TimeThere is no need to register for the sessions anymore. If you have a question, please post below or join the meeting. I will go in order of posts below or joining the session. Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location +1 669 900 6833 US (San Jose) +1 253 215 8782 US (Tacoma) +1 301 715 8592 US (Germantown) +1 312 626 6799 US (Chicago) +1 346 248 7799 US (Houston) +1 646 876 9923 US (New York) 888 475 4499 US Toll-free 877 853 5257 US Toll-free +91 80 71 279 440 India +91 116 480 2722 India +91 22 48 798 004 I
This thread is for the Admin Office Hours session for Thursday May 26th ,2022. Submit your questions to this thread and we'll address them during our session at 1-3PM UK TimeThere is no need to register for the sessions anymore. If you have a question, please post below or join the meeting. I will go in order of posts below or joining the session. Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location +1 669 900 6833 US (San Jose) +1 253 215 8782 US (Tacoma) +1 301 715 8592 US (Germantown) +1 312 626 6799 US (Chicago) +1 346 248 7799 US (Houston) +1 646 876 9923 US (New York) 888 475 4499 US Toll-free 877 853 5257 US Toll-free +91 80 71 279 440 India +91 116 480 2722 India +91 22 48 798 004 India
The advanced logic for email variant filters is great! We have been able to simplify our email processes significantly with them. However, I would suggest making date fields available as options to filter by. We have variants of an email that simply need to be filtered by whether a date field is populated or not. I haven't seen this possibility anywhere, but I am more than happy to be proven wrong.
Generally NPS are sent out to execs. But NPS (or product NPS) are delivered to the end user. I am going to assume that you are talking about NPS from a stakeholder or an exec and give recommendation.As soon as you receive a detractor NPS, someone should reach out. I say someone because it can be automated and look like coming from an inbox or it can be actual person responsible for the customer (CSM, AM etc). Gainsight recommends that the outreach comes from the Manager in fact and not the specific CSM. This is done so that if there is a concern around the CSM experience, the customer is able to have a frank conversation. For a high touch, mid-market segment, it is the manager who reaches out with a prepopulated automated email template apologizing for the experience and asking if the exec can throw light on the issue or be able to meet them. From what you gather from the conversation from exec, you would need to course correct the customer by opening a risk CTA (in case of Gain
A rule chain was scheduled run every day at 6 AM. but unfortunately, it didn’t ran on 3rd Feb.But customer observed the same after 30 days. It could be great if we have a feasibility to know the list of rules which didn’t ran on a particular day.Currently, we can get the notification for failure/Success rule status but we don’t have an Option to get notified for skipped rules. It’s difficult for customer to check manually for every day.
There is a sophisticated phishing scam making rounds today that we want our customers to be aware of. Please be alert for any message with the TO: address as hhhhhhhhhhhhhhhh... along with a bogus Google Docs link. If you receive a message like this, it is advised to delete it immediately. Please contact your IT dept. if you believe you've opened one of these links.
We're excited to share how you can manage your customer’s usage data in Gainsight using Adoption Explorer. Date: 19th May 2022Time: 11 AM PTRegister today for the Zoom link. Want to get started before May 19th? Here are a few resources:Adoption Explorer Overview Adoption Explorer FAQsDid you miss April Office Hours? You can find the recording of the office hours here (Passcode: 8#=SpGtM).
Hello - My CSMs were asking if it’s possible to filter their calendar in GS. Right now it includes all meetings even ones that were declined. It would be great if we could filter declined meetings out of the calendar view.
Hi all,We have a user who would like to use his iPad to take notes on within Gainsight while in meetings. While the Gainsight app appears perfectly fine on a mobile device, it does not seem optimized for iPads. When using the app on an iPad, the app appears to be stuck in vertical orientation with no option to orient horizontally. You’ll also notice (see screenshot here, blocked out for security purposes) that the app appears to remain the size as if it were still open on a mobile device. You’ll also see a screenshot of the virtual keyboard that is very difficult to use with the app functioning this way. I’m wondering if anyone has any suggestions for optimizing the Gainsight app on an iPad, or if this idea may even be in the roadmap as a future implementation. Thanks!
When syncing picklist values to GS via the SFDC connector it matches based on the SF API Name instead of Value, this means if values are re-labelled in SFDC and we want to show the same update in GS the sync no longer works. E.g. here the M&A option has it’s value been changed to Media & EntertainmentSo we’ve updated the name in GS too; But now any attempting at syncing fails for records with these values;
Hi @svictor & @lila_meyerHope you are doing well. Do we have any certification available for PX? Thanks
We are curious if the option for a survey question that requests a file upload from the client is currently on the roadmap?
Hey guys,I was wondering if anyone could offer any advice on how we can manage this scenario a bit better.We provide our customers with a software and we have a training team that delivers training sessions and webinars.At the moment users book via a zoom registration form, when this has been submitted our training team open a training success plan and link a pre-configured playbook.In that playbook there is a CTA called “Introduction Training” as an example, and if booked the training team will update the CTA to “Introduction Training - Booked”.Then after the training has been delivered the training team will export the attendee list from Zoom, add in the relevant GSID’s and upload the CSV to a program which sends users a follow up email with a link to their recording of the training and a feedback survey.When the follow up email is sent a CTA is created that is named “Introduction Training - Attended” that automatically closes 24 hours later.This means we can then pull a report on CT
Hi Community,I was wondering if there are any best practices for the following: You close a deal with a multi-national enterprise and successfully expand product adoption to different business units.Each of these business units would like to have their dedicated CSM, with dedicated touch points, EBRs, etc., so for sure multiple-times effort for the CSM.Of course, usually you don’t expand with an ARR multiple of 2x, so consequence is that you will have a CSM who needs to manage e.g., 4 instead of 1 customers but within a single account.Is there any best practice how to deal with these situations that you’d like to share?Best, Carsten
My CSMs would like to associate a Timeline Activity created in a customer’s C360 with a CTA that was created in the customer’s R360. Since the Associated Records search won’t find the CTA created in R360, I suggested that for future CTAs, that they initially create them in C360 and not in R360 if they want to associate a Timeline Activity created in C360.
Hello -We are experiencing issues when viewing the Error Log from the Connector jobs. We’re seeing that the file would contain header labels that are shown with System Internal Names rather than logical field labels that we explicitly define in Data Management. This creates extra steps for the end user when attempting to do any type of troubleshooting as the Internal Names are not helpful if a sync failed. Instead of field labels, it contains a code with prefix 'gsd'. There is not a way for us to make any sense of this log to troubleshoot. User would have to navigate away to Data Management and then look for the Internal Name id to match it and then find the corresponding Field label - this is poor user experience.Any idea why the headers don't reflect naming similar to Field Names? It's not good user experience to keep having to reference Data Management to find and match names with the ids.
Does anyone know how a localization file is ordered? I have used SRT files and XLIFF files in other platforms and the strings tend to be broken up in a pretty logical manner. However, when I export the XLIFF from a dialog, guide, or K-Bot, none of the strings make sense and are broken up and split all over the file. This is really frustrating my translators. <?xml version="1.0" encoding="UTF-8"?><xliff srcLang="en" trgLang="de" version="2.0" xmlns="urn:oasis:names:tc:xliff:document:2.0" xmlns:mda="urn:oasis:names:tc:xliff:metadata:2.0"> <file id="1"> <mda:metadata> <mda:metaGroup category="gainsight_attributes"> <mda:meta type="engagementId">4da76341-9da8-4173-86c0-1f1a24b8c2fa</mda:meta> </mda:metaGroup> </mda:metadata> <unit id="clearingyourbrowsercachepleasecontactcustomerservice"> <segment> <source>clearing your browser cache, please contact Customer Service. </source> </segment>
Hey everyone!One of our CSM's came to us with the question whether it is possible to transfer a status from an email to the timeline. Our CSM's distribute a Customer Health Status to customers, which can be green, yellow or red. Is it possible that the CSM's write something like "@status green" in the email and Gainsight automatically detects this status ?
We would like the see the ability to remove numbers next to questions within surveys.
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