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Work Smarter Not Harder with Intelligent Automation (Day in the Life Of a CSM webinar recap)

1 day ago

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Customer Success (CS)

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4,733 Topics
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sshroffGainsight Employee: Team Captain

posted in Customer Success (CS)

Important: Horizon Rules Migration Update

Hello, We'd like to inform you of the details of the deprecation of Bionic Rules/ auto-migration of Horizon Rules.Horizon Rules comes with an enriched visual experience making it easier for Admins to build and understand rules. In addition to the enhanced user experience, key benefits include:Enhanced Data Preparation experience and Single Object Flow Enhancements to Action Setup Ability to update CTA & Success Plans via Rules Enhanced field mapping experience Visual Execution history including enhanced logsAs we approach the migration, we suggest considering the following steps if you haven't already done so:Review and remove any rules that are no longer necessary, including unscheduled, active, and inactive ones. Keep manually migrating and validating your rules to ensure a smooth transition.Need-To-Know Migration DetailsTiming The migration of Horizon Rules is set to begin the first week of June 2024. The migration process will be carried out in phases with the goal of completi

5 days ago

etcRegistered User

asked in Customer Success (CS)

What languages does the Cheat Sheet work for?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

37 minutes ago

gracelcShoshin

asked in Customer Success (CS)

Filling in Blank Values when using a Query in Journey Orchestrator

Hi everyone!I'm sending a JO from the CSMs email address but for some accounts there is no CSM, so the value is null and those participants are therefore failing. Is there a way to input an email address in place of the CSM email address where that field is blank when using a query to pull participants into a Program?

3 hours ago

hiteshRegistered User

asked in Customer Success (CS)

[Ask from Customer] To have Tool-tip/Help-text as like in Salesforce inside Gainsight instances while using it

In Sales force we have tool-tip/help-text populates in form of "i" while adding/updating any field or performing operations. For example, we are adding the sales force field in C360 at that time customer would like to see the same tool-tip/help-text value in Gainsight. Are we planning to have such mechanism in our products? Above snapshot from my local Org. Please share your thoughts on this.

4 hours ago

kalpanakrGainsight Employee: Shoshin

posted in Customer Success (CS)

"Day in the Life Of a CSM: Work smarter Not Harder with Intelligent Automation" webinar - a Recap

Some superheroes wear capes, but the best Customer Success Managers wear a smile and a deep understanding of their customers' goals. They are master multitaskers, relationship builders, and problem solvers. All while making it look effortless. That sounds exhausting already!😉If you attended the “Day in the Life of a CSM - Work Smarter Not Harder” webinar, you would have found strategies to do more with less. For those who couldn't attend, don't worry—I've got you covered with a recap (the recording will follow soon!). In the webinar, I highlighted several strategies and techniques that are simple but effective ways to drive outcomes and deliver exceptional customer success. Here are the key takeaways:🌅 Streamline your workflow:Make GS Home your one stop starting point from where you can conduct your day's business. Personalize it to your convenience, so your workflow is effortless whether you are attending to your tasks/CTAs, starting calls & logging activities, managing risk or

1 day ago

tfrissRegistered User

asked in Customer Success (CS)

Gainsight CS/CC Integration without Reliance on Contact Records

The current CS/CC integration only works if there is a contact record in CS that matches the contact record in CC (matched based on email address). We do not store all of our user contacts in Gainsight CS, which makes it difficult to get value from the integration. Some ideas that may help us get value from this are:Auto-generate contacts from CC in CS Associated contacts to Companies in CS based on the email address domainAND/ORAuto-generate ‘Community Contacts’ as a new object in CS that can be used for custom reporting in Gainsight. Given the flexibility of Gainsight, this would allow us to build custom reports and/or associate contact to accounts with our own custom criteria using rules engine. It would also avoid any issues with contact management, since they will be stored in a separate object. This would help reduce our reliance on Data Intelligence and Engineering teams to build our data/reporting infrastructure. It would also allow us to incorporate community engagement and ad

1 day ago

Ritika JindalGainsight Employee: Rookie

asked in Customer Success (CS)

Separating CSQL and Renewal centre sync option

Hello community members, I am product manager for RC and CSQL.One request that I get consistently from the Gainsight’s implementation team is to support the sync option for CSQL and RC (Renewal centre).RC and CSQL uses same sync option which means either both of them can have their data in Gainsight or both of them can have their data in salesforce.I am trying to solve for this and hence looking for clients who are actually facing this issue or have faced this in past.Please respond back to this post or reach out to me on rjindal@gainsight.com so that I can understand your use case

1 day ago

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?

3 days ago

Al MRegistered User

asked 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 days ago

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!

7 days ago

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

7 days ago

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

7 days ago

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

7 days ago

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)

7 days ago

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?

7 days ago

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

8 days ago

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!

11 days ago

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

11 days ago

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.

13 days ago

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!

13 days ago

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.

14 days ago

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.

14 days ago

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