Customer Success (CS)

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

  • 4,726 Topics
  • 14,936 Replies

4726 Topics

dayn.johnson
All Star
dayn.johnsonAll Star
posted in Customer Success (CS)

Best practice: scaled CSx control/visibility into email recipient subscription for recurring emails

Curious — (how) do you deal with requests from CSXs asking whether a certain user and/or organization will receive a particular email? (ex: CSM check-ins, monthly product/event newsletters, usage emails) Our current situation:Emails are sent through advanced JO using queries (multiple queries, in multiple programs). We have various opt-out options (boolean) at both the company level and person level for certain programs, and use those opt-out fields within the query to allow our CSx’s to opt users or companies out of certain communications (CSM check-ins, re-engagement programs, etc.) as required.The issue:As we’re scaling our CSM model, and are beginning to send CSM check-in emails (and other emails) to more users, I’ve been getting more and more requests asking questions such as:Will {user} receive this month’s CSM check-in? Can you pull a list of all my users who will receive {this specific} email? Did this user receive {this specific} email?THIS IS NOT SCALABLE.We’d originally cons

8
dayn.johnson
All Star
21 hours ago
amanda_neil
amanda_neilRegistered User
asked in Customer Success (CS)

Email to TImeline Missing External Contacts

If I have an email that is posted to the Global Timeline (customer missing, not associated) and I then associate a customer to the timeline, my external recipients go missing?

6
markglenwalker
Shoshin
22 hours ago
M
Shoshin
Marc.HoganShoshin
asked in Customer Success (CS)

Email Opt-Out Hyperlinks - Unsubscribe - Manage Preferences

We recently sent a communication and received feedback that Opt-Out hyperlinks (Unsubscribing, Managing Preferences) did not work. I went back and reassigned links using the hyperlink button in the menu for both options. When testing the links, I could not open them or copy them into a browser. The configuration guidance talks about creating questions but nothing related to links and testing them prior to execution. Appreciate any assistance on this.  

0
M
Shoshin
1 day ago
reggie_yu_gazmen
Shoshin
reggie_yu_gazmenShoshin
asked in Customer Success (CS)

Outlook Gainsight Assist

We’re using Account Contact Relationship in SFDC wherein a contact can be associated to multiple accounts. There are instances wherein account names would be the same which makes it difficult for users to distinguish which account they need to log their email. It would be helpful if we could add their account number so users don’t have to guess and wrongly log it to another account. Is that doable? Thank you in advance!

1
B
1 day ago
sjacobi123
sjacobi123Registered User
asked in Customer Success (CS)

Is there a way to invert axis in chart?

We currently have a usage scoring metric where 1 is best and 5 is worst and we have created a trend chart to see usage over time. However, because we cannot invert the y axis the data looks backwards and is misleading. Is there a way to invert the axis data to show this appropriately? We are able to do this in other platforms to show correctly 

0
sjacobi123
1 day ago
ericbmuller
Shoshin
ericbmullerShoshin
asked in Customer Success (CS)

Syncing SFDC activities to Timeline Error: [fieldName='note', errMsg='Note length should be between 1 and 32000'].

Has anybody found a way to resolve this error message (above) associated with the Notes field mapping, when syncing the Event Object, related to Account?I’m sure I have other issues as well, as I only get 3 results back, 2 of which failed due to the error message, but clearly was expecting more than this for a 60 day sync. I also note that it selected the default activity, suggesting that it couldn’t resolve the activity type.Just not sure where to begin re troubleshooting, ideas welcome! Thanks in advance, Eric

1
Sashank Goparaju
Gainsight Employee: Rookie
2 days ago
gopal_rao_kallepu
Shoshin
gopal_rao_kallepuShoshin
posted in Customer Success (CS)

How can Gainsight improve the Global search

We are interested in your feedback We are currently working on improving the Gainsight Global Search, we want to improve the user experience around global search. A couple of the things we are already considering includeAdministration - Supporting filters in the search configuration. These filters help admins restrict in-active and non-relevant records from appearing in search results. (here) Recent searches - Showing the recent searches to users. (here)Few inputs that would help me here areWhat are the top 2 challenges you face with global search today ? What can we improve to make it easier for you to find the desired Company/Relationship record ? What other entities do you want to search using Global search ?Also any other thoughts or ideas that you may have to improve the Global search would be super helpful.Thank you all for your wonderful ideas.Gopal

26
OdinKnutsen
2 days ago
T
tfrissRegistered User
asked in Customer Success (CS)

CASE or IF Statements in Report Formula Fields

I’m trying to build a dashboard that calculates what % of our delivered emails were marked as SPAM. This is critical for ensuring the deliverability of our emails and success of our programs. I noticed that the values for the AO Email - Spam field are Yes and No. Typically in reporting tools Yes = 1 and No = 0, so you can do a formula field that counts the number of records marked as “Yes”. In Gainsight reports, Yes and No do not seem to correspond to number values. The workaround would be to write a formula using either ‘CASE WHEN’ or ‘IF’ statements. However, Gainsight does not support that either. For example: CASE WHEN SPAM = Yes THEN 1 ELSE 0 IF(CASE = Yes, 1, 0)

1
romihache
All Star
2 days ago
S
SanelRegistered User
asked in Customer Success (CS)

Gainsight oAuth flow

I am trying to setup the oAuth flow, by following what is described in the following documentation:https://support.gainsight.com/Gainsight_NXT/01Onboarding_and_Implementation/Onboarding_for_Gainsight_NXT/Login_and_Permissions/OAuth_for_Gainsight_APIs#Create_Application But the problem that I encountered is that there is no OAuth Applications tab available, when navigation to: /v1/ui/usermanagement#/authentication.So the question is how do I create an oAuth app for which I could acquire the client id and client secret? 

2
Sashank Goparaju
Gainsight Employee: Rookie
2 days ago
R
Shoshin
Ruqaiyah GiletwalaShoshin
asked in Customer Success (CS)

Generating CSQL and synching back to Salesforce

Hi,  Can someone please help me understand how the CSQLs generated in Gainsight can be synced back to Salesforce and map to correct fields?I read alot of articles but did not find them very helpful when it comes to syncing the data from GS to SFDC. I would appreciate if you could share a small video explaining how to sync the CSQLs in SFDC and what are the best practices for generating CSQLs in Gainsight.  Looking forward to hearing from you soon.  Thank youRuqaiyah

3
Stuart
Team Captain
3 days ago
Divya
Gainsight Employee: Shoshin
DivyaGainsight Employee: Shoshin
posted in Customer Success (CS)

Early Access - April 2024 (Q1) Release Notes!

Hi All,The v6.41 customer facing Early Access to April 2024 NXT Release Notes [also in pdf] document is available.We welcome your valuable feedback and suggestions directly in the document to help us identify and bridge any gaps. Thank you for your contributions!From Technical Communications Team!

0
Divya
Gainsight Employee: Shoshin
6 days ago
ElleShutty
Gainsight Employee: Rookie
ElleShuttyGainsight Employee: Rookie
posted in Customer Success (CS)

CC+CS Integration FAQs

Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below.What are the high-level benefits of a CC+CS integration?It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform. It gives CSMs valuable and actionable insights into their clients’ Community usage. It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product.How does a client set up the Community Connector?You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector.How do we map the Community data to the data in CS?This relies on the Community User Email Address. In order to

6
Alicia Fisk
Shoshin
6 days ago
ewinglel
Shoshin
ewinglelShoshin
asked in Customer Success (CS)

Meeting Assist Sentiment

Hi, will the sentiment value generated by the Meeting Assist AI function be available for use in reporting, scorecards, surveys, etc.? Also, I'm curious to see more of the reasoning behind why the system assigns a specific sentiment. Currently, there is a small paragraph that provides some explanation of why a specific sentiment was assigned, but having lines that the AI analyzed in from the meeting to assign the sentiment would allow us to confirm that the system is working as intended.

0
ewinglel
Shoshin
7 days ago
A
Shoshin
aoleson01Shoshin
asked in Customer Success (CS)

JO - Participants from Relationship Timeline

Hi - I’m building a program for a post project CSAT.  Our Relationships are configured as Projects. When testing the list of participants, I’m finding that it’s pulling back all Projects where the person I want to send the survey to is associated.  How can i only send to people on the specific Project where I’m adding the activity?   Thanks!

1
matthew_lind
MVP
8 days ago
L
Shoshin
LaurieG_PSShoshin
asked in Customer Success (CS)

Need some help and Support is not available

I am currently trying to create a program through Journey Orchestrator - I am able to do everything I need to however when I go to update the merge field with a GS custom field with a link in it it will not either show or populate. Every other merge field is cooperating when I map it -  I have tried to create the audience both with a CSV which has the information and with Data Designer which again has that field.  The template I am using is being used successfully when we validate the email in the task itself manually.  I am about ready to go nuts so any help is greatly appreciated. If i can get the link in there I can get these emails out. I have tried to reach out GS but they are closed for one of their many holidays/recharge days. 

2
L
Shoshin
8 days ago
romain
Shoshin
romainShoshin
posted in Customer Success (CS)

Managing Pendo Segments from Gainsight

If like me you are an Entreprise Gainsight Admin, you will have inevitably ran into a situation where there is no direct connection between two systems.The forward solution might be to use an IPAAS solution like Boomi or others, or find an intermediary system like Salesforce that might bridge the connection between the two systems.A third option worth exploring with Gainsight is to use the External API call.In this particular example, I'm building a workflow that will allow me to use Gainsight to add or remove users/contacts from a Pendo segment.  

2
revathimenon
Gainsight Employee: Golden Ruler
8 days ago
neelam_mukherjee
Gainsight Employee: Team Captain
neelam_mukherjeeGainsight Employee: Team Captain
posted in Customer Success (CS)

🛑 Announcement: Sunset of CS-SFDC Edition Documentation 📚

Hello Everyone!We have reached an important milestone at Gainsight with the ongoing transition of our CS - SFDC Edition to the NXT Customer Success (CS) platform. As we continue to enhance your experience and support capabilities, we want to share some critical updates and our approach to managing the documentation during this change.Impact on Documentation:While the CS-SFDC Edition product has been successfully sunsetted, we understand that "SFDC" is a powerful search term with strong SEO presence in our documentation. As a result, our SFDC edition documents are still appearing in Google search results. To address this, we're implementing a meticulous process of updating our documentation.Our Approach:Instead of removing the SFDC edition category from our Docs support site entirely — which could lead to confusions — we are adopting a phased approach. Each article created for the CS-SFDC edition will be manually prefixed with "(Obsolete)" to clarify its status. This will help you ident

0
neelam_mukherjee
Gainsight Employee: Team Captain
13 days ago
sdoty
Gainsight Employee: Rookie
sdotyGainsight Employee: Rookie
posted in Customer Success (CS)

Implementing Account-Based Forecasting to Drive Renewal Forecast Transparency

Implementing our Account-Based Forecasting feature in Renewal Center was a complex process that demanded a thorough examination of our existing Renewal Forecasting system and our existing CS forecasting process. I would expect each of our customer’s journeys with this feature to be different, based on the teams involved in a current CS or Sales forecasting process. If no forecast process exists, then adoption should be straightforward provided your renewal data is easily summarized. Our previous system, semi-automated within Google Sheets, necessitated constant imports and manual reviews to ensure accuracy.Assessment and DocumentationOur key project outcome was clear: migrate from a semi-automated Google Sheets model to a more sophisticated and streamlined process within Renewal Center, without significantly disrupting our weekly forecast calls or changing our YTD forecasts.To kick this off, I evaluated our current processes and documented the intricate flow of data between systems. Du

0
sdoty
Gainsight Employee: Rookie
13 days ago
F
Shoshin
fatima_sarahShoshin
posted in Customer Success (CS)

Past Due CTA Notification to Managers

Has anyone explored having some kind of automation within Gainsight wherein the manager of the CTA owner gets a daily notification (could be an email) with a list of overdue CTAs that are owned by his/her direct reports?

3
romihache
All Star
13 days ago
sarahmiracle
ACE
sarahmiracleACE
posted in Customer Success (CS)

Using Calculated Fields to Map in Survey Answers in Journey Orchestrator Program

Learned something cool, and wanted to share!Use Case: Building a survey program for post-implementation survey to the customer. After responding, we have a conditional wait that if the CSAT score is 2 or 1, create a CTA and send an FYI email notice to the implementation team member’s manager with the relevant details.Issue: We needed to map in the survey answers submitted by the participant in the FYI email notice to the manager, but survey answers are not OOTB tokens in a JO program.Workaround: You can use Calculated Fields from the “Survey User Answer” object to map in survey answers! Here’s how I set it up:Configuration:From Participant Source, add Calculated Fields. For each field, map the following:Show Me: Answer > Title Filters: Question > Title = XYZ (to narrow down the question whose answer you are mapping) Survey > Name = XYZ (to narrow down the survey from which you are sourcing the answer) Participant ID > Email = FIELD Recipient Email (to tie the response to

2
James_Ofczarzak
Shoshin
14 days ago
R
Shoshin
rkumarShoshin
asked in Customer Success (CS)

Renewals Center Feedback

The widget Renewals Due by Health should provide the actual score or score ranges for Green, Yellow and Red labels. Since the actual score value or score range helps the leadership to understand what score is being referred to with the 3 colors. There should be more visibility into the Renewal Metrics calculation and also more flexibility into configuring the Renewal Metrics. Since it currently appears to be a Black Box such that the backend calculations/logic is unclear and the numbers that are visible in the widget are incorrect. And there is no easy way to fix it.

0
R
Shoshin
15 days ago
liam_nicholls
Shoshin
liam_nichollsShoshin
asked in Customer Success (CS)

Restrict visibility of available playbooks when creating a CTA

HelloWe have a set of playbooks that have a prefix of APS or ENT in the name of the playbook.I have two teams of CSMs that are called APS or ENT.I would like to limit the APS teams visibility to only see the Playbooks with a prefix of APS when creating a CTA. Is this possible?I have been testing out using data permissions and do not have any luck in limiting access to only a set of Playbooks with a specific prefix eg: APS Below screengrab shows example playbooks with prefix APS, this list is shown when creating a CTA. I’d like to restrict the playbooks in the list via data permissionsThe screengrab below shows an example of trying to restrict playbook access (using data permissions) based on a prefix in the playbook name 

1
Wihoward
Shoshin
15 days ago
M
mrboltRegistered User
asked in Customer Success (CS)

System Administrator changing health score

In our timeline for all companies, we are seeing the system admin changing the health score.  All seemed to have happened at the same time, but not at a time when automation is occurring.  Has anyone else run into this issue?  

2
M
15 days ago
M
msamraRegistered User
asked in Customer Success (CS)

See scheduled calls for other end users

I wanted to know if there was a way to see upcoming scheduled calls for a customer (company)? We could have up to 3 CSMs servicing one client so wanted to have visibility into scheduled calls that other CSMs were having for reference or to ensure that we are not all calling the client at once. 

2
M
16 days ago
T
Gainsight Employee: Shoshin
tboyetteGainsight Employee: Shoshin
posted in Customer Success (CS)

Impact level of Business Modeler

Hi community - looking for some insight from our customers who currently leveraging Business Modeler to understand the impact it has had from a maintenance perspective in your admin duties? Do you find after initial setup that it does not add too much? Asking for a friend ;) 

7
bradley
Grand Slammer
19 days ago

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