Customer Success (CS)

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4744 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
18 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 b

0
AngelaBrown
Gainsight Employee: Rookie
1 hour ago
J
jjarvisRegistered User
asked in Customer Success (CS)

Log email to timeline of multiple accounts

We have emails which we would like to log to two different companies, the European company, and the Far East company. Is there a way we can do this?

2
J
1 hour ago
M
Champion
MelissaCChampion
posted in Customer Success (CS)

Customer Journey - Milestones

Aside from the 8 predefined Milestones, what are some other Milestones companies will want to track?Any suggestions are appreciated:)

1
Akanksha Kandari
1 hour 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!  

2
A
2 hours ago
katepalli
Gainsight Employee: Rookie
katepalliGainsight Employee: Rookie
posted in Customer Success (CS)

Can't perform search in dynamic JO email filter step

Hi Team,When we are trying to set up a filter on an email version in the email template under a new dynamic JO, we didn't have the option to search for the field, we just need to select a field from available fields. The search option is available in old JO. @vmallya 

3
dayn.johnson
All Star
3 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.

1
ramya kodali
6 hours ago
J
JustinJ6Registered User
asked in Customer Success (CS)

Does Success Snapshots allow Notes to be populated

Hi,Does Success Snapshots allow admins to also populate notes or will that need to be manual? If possible, I think it will save our CSM’s a lot of time when presenting on key data instead of reading the powerpoint.

3
Tejashwini Golla
Gainsight Employee: Rookie
7 hours ago
katepalli
Gainsight Employee: Rookie
katepalliGainsight Employee: Rookie
posted in Customer Success (CS)

Unable to add/ edit fieldsin scorecard fact objects.

Hi Team,For scorecard fact objects, we are showing Add/ edit fields option in data management page, ideally, this is a standard object and one cannot add filds to this object.Since, we are showing that option, when users are trying to edit any fields they are receiving this error - “database operation failed. Contact support”.Could you please make the Add/ edit field option as grayedout or change the field type to system to avoid the confusion for the customers.@ChiragJ

4
alizee
ACE
10 hours ago
D
Shoshin
drdavisShoshin
asked in Customer Success (CS)

Email Template adding an attachment

Hello -  I am working on an email template and would like to add a PDF attachment.  I see it in the template however when sending a test the attachment is not available.  Thank you for your help.  Dawn

3
alizee
ACE
10 hours ago
A
Shoshin
aoleson01Shoshin
asked in Customer Success (CS)

Reassigning Tasks in Timeline

Hi - When editing a Timeline activity to re-assign tasks, we found that even if we updated all 3, only one saved.  We had to go back in 2 more times to re-assign the others.  Is this expected behavior?  

1
Tejashwini Golla
Gainsight Employee: Rookie
1 day 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.

2
matthew_lind
MVP
4 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.

7
dayn.johnson
All Star
4 days ago
silasramsden
Shoshin
silasramsdenShoshin
asked in Customer Success (CS)

Case expression logic in CSV JO programs

Hi,We use this standard case expression logic in the majority of our query builder JO programs:We would like to replicate this logic in CSV JO programs to avoid the need to manually export and upload the sender name and email on the CSV file, which introduces a delay between export and trigger date, within which some accounts may have been reassigned.We know we can pull in the CSM email with calculated fields by matching on account ID:But this doesn’t allow us to configure the logic which will use the CSM email for certain segments, while using the generic email address for other segments.Is there any way to achieve this without having to maintain a separate sender email address attribute at the account level, and without having multiple JO programs? Both of these workarounds introduce too much overhead.Regards,Silas

2
silasramsden
Shoshin
5 days 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

1
vaishali_rawat
Gainsight Employee: Rookie
5 days ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

Duplicate Contacts

If we have duplicate contacts in SFDC, once we clean that up, do we re-sync to GS?  Does that happen automatically?What report would I run in GS to check to make sure i don’t have any duplicate contacts?

6
jdoughe3
Shoshin
6 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!

6
gracelc
Shoshin
6 days 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
Gainsight Employee: Rookie
6 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”? 

0
B
7 days 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

2
dayn.johnson
All Star
7 days 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
7 days 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
7 days 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
8 days 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
8 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!

1
vaishali_rawat
Gainsight Employee: Rookie
8 days ago

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