Customer Success (CS)

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4748 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
22 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
9 hours 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
9 hours 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 hours 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
11 hours 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
16 hours 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
1 day 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
2 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
2 days ago
Andy Trevino
Shoshin
Andy TrevinoShoshin
asked in Customer Success (CS)

CSM usage of Success Snapshots - Reporting

Hello GS Community! I am wondering if there is a way to report on CSM usage of Success Snapshots. My CS leadership team needs visibility into the frequency of use by CSM and it would be great to see which companies a Success Snapshot was created for. I searched for a standard object and did not find one. I am wondering if anyone has a way to do this. Thank you in advance! 

1
Tejashwini Golla
Gainsight Employee: Rookie
2 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. 

1
matthew_lind
MVP
2 days ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

1
V
3 days ago
N
Veteran Rookie
nburkeVeteran Rookie
asked in Customer Success (CS)

Milestone shows on C360 not R360 even though Associated to Relationship

I had a timeline activity MILESTONE added to the C360 account.  I associated it to the Relationship R360 account and clicked update.  The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey.  In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one).  What am I doing wrong?

2
V
3 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.

2
alizee
ACE
3 days 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?

3
alizee
ACE
3 days 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
3 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!  

2
A
3 days 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 days 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
3 days 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
3 days 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
3 days 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
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.

2
matthew_lind
MVP
7 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
7 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
8 days ago

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