Customer Success (CS)

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

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  • 14,964 Replies

4740 Topics

sshroff
Gainsight Employee: Team Captain
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

0
sshroff
Gainsight Employee: Team Captain
12 days ago
security_lion
Team Captain
security_lionTeam Captain
asked in Customer Success (CS)

Best Practice for Gainsight CS CTAs when assigned owner is out of office

Hey folks, I am not a Gainsight CS admin so excuse my poor use of terminology. We have a process in which a Gainsight CTA is created. Employee Jellybean is the assigned owner of the CTA. However, Jellybean needs to go out of office.It’s my understanding that Gainsight CS has a limitation of only being able to assign 1 owner per CTA. I also believe there is no “out of office” rule that can be triggerred. How do you all handle the situation in which an assigned owner goes out of office but the rest of the team needs to pick up their CTAs? Ideally the solution would be automated and provide the new team member with notification to take action.

2
matthew_lind
MVP
3 hours ago
E
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.

1
Tejashwini Golla
4 hours ago
B
balajibvRegistered User
asked in Customer Success (CS)

Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”? 

0
B
7 hours ago
CharlotteK
Shoshin
CharlotteKShoshin
asked in Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program.I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem.I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta!Charlotte

1
dayn.johnson
All Star
8 hours ago
AngelaBrown
Gainsight Employee: Rookie
AngelaBrownGainsight Employee: Rookie
posted in Customer Success (CS)

Customer Success & Support: The Perfect Pairing 🍷🧀

What’s better than the perfect wine and cheese pairing? Support ticket data and customer success of course! Okay- maybe it’s not as good as a glass of cabernet with some aged cheddar but support ticket data in Gainsight CS is certainly a valuable pairing that can help elevate your customer success goals for several reasons: 🤕 Insights into Customer Pain Points: Support ticket data provides valuable insights into the issues and challenges customers are facing with a product or service. By analyzing this data, customer success teams can identify recurring issues and pain points, allowing them to proactively address these concerns and improve the overall customer experience. 🤝 Opportunity for Proactive Engagement: By monitoring support ticket data, customer success teams can identify customers who may be experiencing difficulties or dissatisfaction before it escalates. This allows them to reach out proactively, offering assistance and solutions to prevent churn and build stronger relati

2
AngelaBrown
Gainsight Employee: Rookie
9 hours ago
A
Veteran Rookie
Anks89Veteran Rookie
asked in Customer Success (CS)

Fetch Survey Reminder Sent Date in a report

Hi, We have configured 2 automated reminders to get sent out 3 days after the original survey has been sent and unresponded. How can I fetch the dates when these reminders are sent in a report?

1
dayn.johnson
All Star
1 day ago
Divya
Gainsight Employee: Shoshin
DivyaGainsight Employee: Shoshin
posted in Customer Success (CS)

Gainsight CS April 2024 Release is Live!

Elevate your Gainsight experience with the following powerful enhancements: R360: Transform data management with Relationship Merge and Reparenting, providing a seamless process to adapt to organizational changes and ensure your business relationships are accurately represented. Communication: Enhance email communication with AI through a new integration of advanced GPT-3.5. Connectors 2.0: Leverage the new Databricks Integration to make smarter, data-driven decisions through enhanced data ingestion and connectivity. Journey Orchestrator: Enjoy more flexible editing for scheduled Advanced Programs with the ability to revert scheduled programs to draft and refine content before finalizing. Rules Engine: Join Customer Health Tracking BETA (open to all customers) and experience the new Set Score Rule Action Templates, automating proactive score management capabilities. Journey Orchestrator: Enable seamless collaboration with Journey Orchestrator Slack integration and integrate Slack actio

0
Divya
Gainsight Employee: Shoshin
1 day 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

9
alizee
ACE
1 day ago
gracelc
Shoshin
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?

2
alizee
ACE
1 day 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!

1
vaishali_rawat
Gainsight Employee: Rookie
1 day ago
J
Shoshin
jennhShoshin
asked in Customer Success (CS)

Remove Customer Cheat sheet widget from C360 layout

Hi, I added Customer Cheat sheet widget into one of my C360 layouts just to test it out and for some reason, I’m unable to remove it. There is no trash icon on the widget as shown in the attached screenshot.  Any idea on how to remove this?   

3
J
Shoshin
1 day ago
G
ganesh.patilRegistered User
asked in Customer Success (CS)

Digital Journey Programs - 'Add to Timeline' for Survey email in the new UI for Journey Orchestration

Hello,In the old UI for Journey Orchestrations, there was a check-box to add email to timeline - see screeshot.I am NOT finding this ‘check-box’ in the new advanced UI. Can someone help me find this option in the new Advanced UI?  

1
mobrien14
Shoshin
4 days ago
tyler_mcnally
Gainsight Employee: Team Captain
tyler_mcnallyGainsight Employee: Team Captain
published in Customer Success (CS)

CSQLs: Use the Power of your CS Org to Grow Your BusinessTutorial

  GET STARTED NOWGainsight has a purpose-built feature for tracking leads generated by CS team and ensuring those leads are effectively managed across Gainsight and your CRM.Want to get started with CSQLs in Gainsight? See attachment at the end of this post for the slides. LEARN MOREA Customer Success Qualified Lead (CSQL) is a lead that comes from an existing customer and has a high potential to be a successful long-term customer.CSQLs are similar to Marketing Qualified Leads (MQLs) and Sales Qualified Leads (SQLs), but they are considered higher value because they come from existing customers. CSQLs are generated by the Customer Success team, who interact closely with customers.   CSQLs are a source of lean revenue because they come from existing customers. Organizations use CSQLs to increase revenue from existing customers.Learn more about the value of CSQLs!

731
Beauly
4 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. 

10
spencer_engel
ACE
5 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

30
dayn.johnson
All Star
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

1
vaishali_rawat
Gainsight Employee: Rookie
6 days ago
hitesh
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.

6
jcyoungkin
Shoshin
7 days ago
kalpanakr
Gainsight Employee: Shoshin
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
kalpanakr
Gainsight Employee: Shoshin
8 days ago
T
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

2
ElleShutty
Gainsight Employee: Rookie
8 days ago
Ritika Jindal
Gainsight Employee: Rookie
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 

0
Ritika Jindal
Gainsight Employee: Rookie
8 days 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?

7
markglenwalker
Shoshin
11 days ago
A
Al MRegistered User
asked in Customer Success (CS)

New JO builder template version analytics not updating

Hi all,  We are experiencing some issues with the program analytics when it comes to the new JO builder.  Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static.  I.e. CTR, Open rates, Delivery rates.  Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns.  Thanks a mill!  

0
A
11 days 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.  

1
M
Shoshin
12 days ago
M
Shoshin
Marc.HoganShoshin
asked in Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

0
M
Shoshin
12 days ago
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