Doing More With Less - EBRs! ( Digitally )
Discuss Gainsight Products
Find the latest tactics in Customer Success
Let the Product Team know what you need
A newbie or old, step by and say Hi to the Community
Changing co.s? Comment on this thread and we'll update your email address
Does your profile miss a badge? Let's speak about it
Hello everyone!Apologies for the late post - was out of office yesterday afternoon. This thread is for today’s Admin Office Hours session, Tuesday, March 21, 2023 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, March 21, 2023 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97563672477?pwd=SllMcVdiRVFLY1BFWFRoMGJ5MjFmdz09 Meeting ID: 975 6367 2477Password: 374909 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/aetAGucgRy
Does anyone know how to get more records via the PX API? I am somehow only getting a handful of records when I am requesting all records for a specific user on survey reposnses. Example:{{baseUrl}}/v1/survey/responses?filter=date>01-01-2023&filter=identifyId~639295f8-e365-3c62-8e36-7fcc00f6a4f1This only gives me 3 responses when I know the user has submitted at least seven. When i try to add a date range, I keep getting a 400 error “exceeded date range190days”.
Hello folks,February has definitely been great - we still have soooo many of the month’s opportunities still open, along with a few new ones! 🔥 Here are the new ones for the week: Nintex: Digital Customer Journey Manager - http://bit.ly/3mb8FU6 DevSavant: Salesforce Administrator- http://bit.ly/3Zc0bL9 LeanIX: Customer Success Operations Manager - http://bit.ly/3kF0D5x Imagine Learning: Customer Success Operations Manager - http://bit.ly/3IYVHBL SoSafe: Senior Customer Success Operations Manager - http://bit.ly/41wQnwK Holland America Line: Customer Success Operations Analyst - http://bit.ly/3Y5ukdv Clarion Events Inc: Customer Success Operations Analyst - http://bit.ly/41E0KyL Mews: Gainsight Admin (UK Remote) - http://bit.ly/3YeJMnT Mews: Gainsight Admin (Barcelona, Spain) - http://bit.ly/3mlaqhG Mews: Gainsight Admin (Amsterdam, Netherlands) - http://bit.ly/3EQxL1b Yotpo: Director Of Customer Success Operations - http://bit.ly/3XAf4WV PubMatic: Customer Succe
CSMs often have to have the same conversation multiple times. What are some resources we can automate digitally that can answer customers’ questions so our CSMs don’t have to? I’d like to think you’re already doing this for some subset of customers in the form of newsletters or welcome emails but what’s preventing you from rolling this out across the whole customer base? What roadblocks are you facing when it comes to implementing automations to push out resources to your customers digitally? I’m facilitating a virtual meetup tomorrow (March 22) at 8am PT where you’ll get the chance to break out into small groups to talk through your ideas and also hear what your peers are doing as it relates to digital customer success. We’ll then reconvene and hear takeaways from a few groups. Please join us! 👉🏽Register and learn more here
We have security concerns around engagements and KC bots. We have active users from different departments as well as multiple product lines. Right now, anyone can see and edit anyone else's engagements and KC bots. In the worst case, this can result in accidentally losing content or launching content that isn't ready for public consumption. We'd like to see better access control than the user permissions to manage or launch engagements. Perhaps something similar to the private/share/public settings for reports and dashboards could also be also be applied to authoring/modifying/launching engagements and KC bots?
Currently users with Engagement “Production Launcher” permissions have rights to publish and drafted engagement to any product. This is a concern for us with a larger number of products and staff drafting engagements. We have Product Managers (those who will launch to production) for each product and they should not be able to post Engagements into other products. This problem is further exacerbated by the lack of logging on engagements. This is a separate enhancement request that I will post here but seems tightly related and worth mentioning.
We use Monday.com as our CRM - and currently completely unrelated to our Gainsight setup. Does anyone in the community have experience using Monday.com and integration with Gainsight? Would love to hear more about your setup, use case and more.
Hi all, This one might be a bit out there. We are working on bringing in our community involvement metrics via Vanilla > SFDC > Gainsight. Through our community, each question has a thread title that is formatted as “Jacquelyne asked a Question - Report which counts difference in time between titles containing same name” with an Activity Type as “Asked a Question” and then each sub-sequential comment has a thread title “Report which counts difference in time between titles containing same name” with a Activity Type as “Answered a Question”. Initial questions and comments have a date/time stamp. I am wanting to build a report that recognizes when a question has been posted, and how long it takes for it to get an answer. In order to do this, I think I need to make Report Builder understand that threads with titles that CONTAIN the same title should only be looked at, but I can’t figure out how to make this work. Any ideas?
Hi there,Maybe not one for the top of the list but, if I’m able to display a date/time field as just a time or just a year, why couldn’t I display a date field with the day and the month, but without the year?Long story short: I want to display the anniversary date of an event (not renewal). If a contract is signed on January 1st, 2023 for 36 months, I want to be able to tell the customer that certain of their allocations will reset automatically on January 1st, every year (until contract end).I would like the exact same options as those that involve day, month and year, but without the year.
Hello there,If you look at the program analytics for a program, in the header, there is a click to open percentage. Also, If you click on a send email bar in the stepwise report, you also see a click performance percentage that calculates based on X clicked out of X opened. This is flawed because some companies email security softwares have the ability to block the tracking pixel from loading which is what records the open in Gainsight. So many clicks are being excluded from these calculations.For example, I am seeing 468 total clicks for one of our links in the click performance report. So I exported the click and open events from email raw events and found 664 total clicks for the same link.I did some additional validation and did a crosscheck to verify that these extra clicks were from contacts that did not have an open event recorded. Where does this data pull from? Doing some additional checking, Email Logs V2 seems to “assume” an open based on a click which is what I would want t
I have created a site for our NPS survey, but I can’t find it on the dropdown list. It only shows the 2 that are “private”… It forces to to create a new site, but then I can see it behind my page: sorry the pics aren’t the greatest. I can send to email if needed.Thanks!
I am creating dashboards to present program results to csm, sellers, management... using various AO tables. Percentages are often more meaningful than total number of emails to present such information so I want to produce a report that shows a percentage of emails opened or clicked for instance, rather than total number. As there is no means to do calculations in reports, I can only pull total numbers right now, unless we create a field. The AO Analytics has numerics including a field call Open Rate field but it is empty (bug?) Anyone has been successful using the % widget at all for a similar purpose?
Does Gainsight offer a native project management tool as part of their suite. If no, Is there a recommendation on a tool that integrates with Gainsight?
Hey all,Another area that lacks consistency or parity. Why can’t I add months or years to a date?Can we please make this area of formula field consistent and allow us to add months and years to a date? Like we can in other areas.In my use case, I have a license term in months, and I want to add months to the effective start date since effective end date is mostly missing.
I am trying to attach a video to my email template for JO, but the file is too big. Is there anything I can do?I am not sure we can adjust the file to make it smaller.Please advise.Thanks!
Hi All, If we manually send a survey in Gainsight, can we write a rule to auto-send a reminder after 7 days?
We are dabbling in creating benchmarks in Gainsight Adoption Explorer. However, we have several internal companies present, used for testing purposes, that should be excluded in any sort of benchmark analysis. I see no obvious way to add filtering to a Benchmark report.
Already have an account? Login
Retrieve username / Reset password or Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
