Customer Success (CS)

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

  • 4,756 Topics
  • 15,037 Replies

4756 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
1 month ago
W
Veteran Rookie
WayneVeteran Rookie
asked in Customer Success (CS)

360 - Restrict Editing Low Volume Object (The entire Object not individual Fields)

I do not know when or understand why this change was made. Best guess someone was able to find was 5 months ago. Prior to this change in order to make records on a Low Volume object editable on a 360 you had to add the GSID of that Low Volume Object to a report. This gave the popup edit icon that allowed you to have end users edit records. Now, after some change, probably horizon change, the edit icon is always there. We have no control on if records should be edited or not. In this sreenshot you can see no GSID In this screenshot you can see the edit icons are there.  Do I understand why this was probably changed? Yes, obviously it makes reports look ugly/extra effort just to add the GSID to make something editable. However, by you guys no longer making the GSID a requirement and allowing every Low Volume Object report to have the edit buttons you have removed capabilities we had before this change. We as admins no longer have the ability to remove the end users ability to editing Low

4
bradley
Grand Slammer
17 hours ago
renee_c
renee_cRegistered User
asked in Customer Success (CS)

How are you measuring Executive Engagement or Sponsorship between your Exec and Customer's execs?

We’ve launched an Executive Sponsor program where many of our Exec leaders are assigned to accounts and we have a programmatic approach outlined. I’m seeking best practices on how best to manage and report on this program. I’d like to hear from others. Are you tracking this via a CTA? Somewhere else? What have you learned as you launched a similar program. Are you tracking any of these? Other metrics?Do we have the right exec contact at the customer? Has our internal exec sponsor made contact? Are both attending EBR? What impact is this engagement having on renewals, upsells, advocacy?

0
renee_c
21 hours ago
J
Veteran Rookie
jivanovaVeteran Rookie
asked in Customer Success (CS)

Customize User Profile in Gainsight CS

We would like to enable our CSMs to add some custom fields on their profile, ie title, links, etc. to be then used as tokens in email templates.  Is there a way to customize what fields are displayed/edited on the user profile in Gainsight CS (not Community)?As an admin I can edit the user profile and add the custom info manually but obviously I do not want to grant the same user access to all CSMs. The only workaround I found is a report out of a new low volume custom object where the fields are editable. I’d have to duplicate the user object more or less to achieve this.  

1
matthew_lind
MVP
22 hours ago
G
Gabmorris36Gainsight Community new member
asked in Customer Success (CS)

Sending email using JO to an EMAIL DISTRO LIST

I am wanting to send a comm to a few email Distribution Lists, where groups of people receive emails using just one address. Is this something JO has the capability of doing?  Ex. Send to: abc@test.com (put as participant) Received By: a@test.com, b@test.com, c@test.com, etc. Thanks!Gab

2
matthew_lind
MVP
22 hours 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.

3
M
Shoshin
23 hours ago
L
LizetteAkkerRegistered User
asked in Customer Success (CS)

Giving two CSMs access to a company record

Hi, We have a supporting CSM role in our environment, and these people assist the CSM with administrative tasks on their key accounts. Can I set up a company to be co-owned by two CSMs?

1
V
Veteran Rookie
1 day ago
A
Veteran Rookie
ahamburg9Veteran Rookie
asked in Customer Success (CS)

Webhooks and JO

Does Journey Orchestrator listen for webhooks?We are thinking about purchasing CS and I am looking to learn as much about JO as possible.

1
Mdsingh
Shoshin
1 day ago
sagan_sherlin
Champion
sagan_sherlinChampion
asked in Customer Success (CS)

Rules Engine to close Success Plans?

Is it on the roadmap to give the option to close Success Plans/Tasks via the Rules Engine?  I understand there is the option with Mass Edit.  But there are times when it would be easier to have a Rule that looks for X and closes those items out.  Rather than relying on an Admin to check every so often.If this is already out there, could someone provide the document? =)Thanks! 

11
R
5 days ago
S
Veteran Rookie
SaifSNVeteran Rookie
asked in Customer Success (CS)

Embed a tableau dashboard link on to a Gainsight Home Page/dashboard

Hey Community, I am trying to embed a tableau dashboard link on to a Gainsight dashboard and getting an error stating: dashboard refused to connect. There are 2 questions here -Is Gainsight application hosted within a company’s domain or is it somewhere else?   Does every Gainsight instance have an IP address? If yes, where can I find it?

1
Mdsingh
Shoshin
5 days ago
Stuart
All Star
StuartAll Star
asked in Customer Success (CS)

CS CSQLs to SFDC Leads - is it possible to add additional fields to push to SFDC?

Hi folks, We’re looking to deploy CSQLs syncing to the Lead object in SFDC.  Lead records in our Salesforce instance require certain fields to be populated to pass validation.  The payload is currently only passing the following fields:Company Description Email First Name Last Name LeadContact LeadStatus SourceIs it possible to add additional fields to be synced?  I’m unable to find a way, either in table view or detail view, to add the fields we require to sync to SFDC.  I’m hoping there is functionality I just can’t see, rather than having to store the leads as GS Leads only then configuring a separate rule to push to SFDC. Appreciate any insight folks have! Thanks, Stuart

5
romihache
All Star
5 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. 

11
cmultanen
All Star
5 days ago
C
Shoshin
Conor6Shoshin
posted in Customer Success (CS)

Executive escalation on Risk

I am working on some changes to our risk management and have come to the point of exec escalations for CTA’s. Just curious how other people are doing this and anything they would have done differently. Thanks!

1
Akanksha Kandari
6 days ago
T
taylorfrissRegistered User
asked in Customer Success (CS)

Can you pull User Login History from the Gainsight API?

We would like to pull User Login History or at least Last Login Date from the Gainsight API, to facilitate internal reporting. There are things in G360 that aren’t calculated how we want them to be and we would like to centralize our software adoption reporting internally. 

2
T
6 days ago
O
OlyaRegistered User
asked in Customer Success (CS)

Restrict editing low volume objects

We have low volume object but only full admins should be able to edit it. It’s low volume so we able to join it with our other low volume object. Is it possible to restrict editing custom low volume objects?

1
V
Veteran Rookie
8 days ago
M
Gainsight Employee: Shoshin
mdfahdGainsight Employee: Shoshin
posted in Customer Success (CS)

[NXT] V6.41.1 Patch Release Notes is Live!

The 6.41 NXT Patch Release v6.41.1 is now live! This patch release notes contains information on the latest enhancement introduced in the Customer Cheat Sheet: Secure Sharing of Customer Cheat Sheet, the capability for users to exclude external attendees when sharing the cheat sheet.Thank You, FYI @sshroff   @neelam_mukherjee @AshutoshSingh @vaishali_rawat @Adrian Raposo 

0
M
Gainsight Employee: Shoshin
8 days ago
V
VIjayasailesh KaturiRegistered User
asked in Customer Success (CS)

Not able to add Rich text fields to Timeline entry layout

Hi team,Currently we are not able to add Rich text fields to Timeline entry layout, As our CSM’s depends on Timeline activities they are not able to filter on the Notes field. Thank you,Vijayasailesh  

1
Akanksha Kandari
9 days ago
kelly
MVP
kellyMVP
posted in Customer Success (CS)

Data Design Previews Don't Function as Expected

The Data Design preview function, more specifically the Merge Preview function, is borderline useless. Maybe 1 out of 20 times will the preview actually generate anything. Is it because the merge has 0 results? Is it because I merged on the wrong fields? Maybe I have the wrong join and it should be left instead of right?Impossible to know without fully running the data design, and if you’re working through multiple joins within a design you have to join a potentially non-functioning merge into the full data set - whereas if the preview actually functioned as expected I could adjust as needed without having to complete the design. When working with large data sets, it’s extremely time consuming to always have to run a DD for each Merge to validate the output when the Preview feature should function. I don’t remember having this issue so often in the past. Lies 

3
spencer_engel
ACE
10 days ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

KPI Report Per CSM Per Quarter

This is probably a dumb question, but I need to pull Q1 & Q2 data per CSM for our KPI report & I’m just not totally sure how to get that…  I already have Q3 & Q4, but the person who did the first half of the year didn’t save it:(I appreciate your help!

1
Tejashwini Golla
Gainsight Employee: Rookie
10 days ago
D
darylardRegistered User
asked in Customer Success (CS)

Filter Categories for Moderators when posting article

Does anyone know the best means to filter community categories from the Moderator when posting articles to prevent posting to non-desired communities? 

0
D
10 days ago
AngelaBrown
Gainsight Employee: Rookie
AngelaBrownGainsight Employee: Rookie
posted in Customer Success (CS)

🤖 Support Data + AI = Your Customer Success Crystal Ball 🔮

Unless you’ve been living under a rock for the past year, you’ve heard countless CEOs share their insights on how emerging AI functionalities are going to transform our lives. You may have even seen Gainsight’s own Nick Mehta transformed into an AI Bot at Pulse 2023! Needless to say, Gainsight is doing some amazing things with AI. Predictive analytics, health scoring, automated workflows, customer segmentation, personalized recommendations and using natural language processing technology for deeper insights are just a few of the innovative ways Customer Success teams can leverage Giansight’s AI solutions. A common thread woven within each of Gainsight’s AI-powered solutions is the analysis of data, including support tickets, to summarize, predict, and make CSMs’ day-to-day lives a bit easier. Specifically, let’s dig into how Gainsight’s AI can help teams transform support ticket data into a crystal ball to predict future trends. 🔮Scorecard OptimizerConsider support ticket data when bu

4
Stuart
All Star
10 days ago
D
Deepthi GajjalaRegistered User
posted in Customer Success (CS)

Why the template is marked mandatory asterisk field in Cockpit and P360 send Email when it performs as non-mandatory job

The template is marked as mandatory field in send email of cockpit and P360 email when it is not necessary to include a template while creating a email.The emails are sent irrespective of including a templateThis creates a ambiguity to the end user which prompts to select a email template, when it works with out including it .This can be avoided by simply removing the asterisk or mandatory field symbol from template.

2
upendra_damacherla
11 days ago
sjacobi123
Shoshin
sjacobi123Shoshin
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 

1
Tejashwini Golla
Gainsight Employee: Rookie
12 days 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”? 

1
V
Shoshin
12 days ago
diana_luo
diana_luoRegistered User
asked in Customer Success (CS)

Owner Field not populating in CTA creation

Hello, I am trying to create a rule by merging the GS Relationship and Timeline. I've pulled in the CSM ID, CSM Name, and Author ID fields, but nothing is appearing under the Owner Field section in the Merge. They're visible under the Criteria section though. Could someone clarify expected behavior? Thanks!

7
V
Shoshin
12 days ago

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