Customer Success (CS)

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

  • 4,724 Topics
  • 14,928 Replies

4724 Topics

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)

0
T
4 hours ago
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

6
darkknight
Grand Slammer
14 hours 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
20 hours 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
3 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
4 days 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

0
ericbmuller
Shoshin
4 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
5 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
6 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
6 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
6 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
10 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
11 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
11 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
12 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
13 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
13 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
13 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
14 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
17 days ago
kelly
MVP
kellyMVP
asked in Customer Success (CS)

Email Template Performance Report - customize columns

This is a great reference dashboard! One idea to enhance it is to be able to add/remove columns from the dashboard to really customize the metrics that are important to us. Currently, it shows delivery rate, open rate, click to open rate, bounced rate, and unsubscribe rate. It's not clear if the numbers are total or unique, I like to report on both. Delivery rate is sort of the opposite of Bounced rate so displaying both columns is somewhat redundant. I would like to include Click Rate in addition to Click to Open Rate because those metrics tell two different methods of engagement. Would love if there was a bit of customization to this dashboard.

5
angela_domenichelli
MVP
17 days ago
R
Shoshin
rkumarShoshin
posted in Customer Success (CS)

Cheat Sheet Feedback

Below are the few points with regards to CheatSheet that needs further improvement. However, if anyone already has this figured out then would be happy to know about it.Renewal Discussion: Final outcome of renewal discussion is not displayed (while this is added to the opportunity) it was not added to timeline. So Renewal Discussion tab didnt consider consolidating details from renewal opportunity. Key Projects section: this isn’t reflecting the true projects themselves but yet meeting agenda/emails. Not sure if this truly gives a good look at the key projects and status of them. 

7
Jef Vanlaer
All Star
17 days ago
J
jennypinoRegistered User
asked in Customer Success (CS)

Sending annual NPS Survey with Multiyear Contracts

We have Gainsight connected to Salesforce. In Salesforce Account object, we have Next Renewal Date which we have been using to send surveys 150 days before renewal which works great. That data syncs nightly to Gainsight then we query our GS data to send surveys. We are now starting to sell more multiyear contracts so next renewal date might be in 2027 but I want to have a survey sent again in 2025,2026 and 2027.  We have though of some options but we think we are overthinking it.  How do you make sure to send surveys in the middle years?  

1
matthew_lind
MVP
19 days ago
A
adamjusticeRegistered User
asked in Customer Success (CS)

Update API issue

Hi!I’m trying to update my company records using GSID in the endpoint as the key, but then when I include the gsid in the payload I get an error saying that it can’t be updated:Failed to update a batch of 50 records in Gainsight: {"result":false,"errorCode":"GSOBJ_1010","errorDesc":"Immutable fields such as Gsid cannot be changed. Please re-check your request.","localizedErrorDesc":null,"requestId":"4b28d446-0435-4abf-b94a-e91d82cd4f61","data":null,"message":"gsid cannot be modified since it is an immutable field.","localizedMessage":null}But in the documentation it says if a field is a key then it isn’t updated. When I tried to match on Name it ended up creating a brand new set of records instead of matching, even though the record names were exactly the same. Here is my request (I’m using Hex). Any help would be appreciated! post_url = "https://vertice.eu.gainsightcloud.com/v1/data/objects/Company?keys=GSID"gainsight_headers = {'content-type': 'application/json','accesskey': gainsigh

3
matthew_lind
MVP
21 days ago
E
EmmettNRegistered User
asked in Customer Success (CS)

Need help troubleshooting a rule error message: Custom field contains Invalid value {null} for EMAIL data type

Need help troubleshooting a rule error message: Custom field contains Invalid value {null} for EMAIL data type.I have a number of email addresses being failed for this error and i dont know why.

6
kstim
All Star
21 days ago
A
Gainsight Employee: Shoshin
Alekhya JujjavarapuGainsight Employee: Shoshin
asked in Customer Success (CS)

Is it possible to link Opportunities to more than one relationship?

Hello Team,Is it possible to link Opportunities to more than one relationship? sometimes our oppurtunities have multiple products on them and therefore correspond to multiple relationships so we want this feature.

0
A
Gainsight Employee: Shoshin
24 days ago

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