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I'm sure I'm overlooking the obvious answer here, but I am trying to create a Report that will display the number of accounts where the Status Name of CTA #1 (not the actual name) contains Closed [b]AND[/b] the Status Name of CTA #2 does not contain Closed. I've tried A. Call to Action Name contains "CTA #1" B. Status Name contains "Closed" C. Call to Action Name contains "CTA #2" D. Call to Action Name does not contain "Closed" But since A and B [b]AND[/b] C and D need to be true, grouping within Advanced Logic does not seem to have any effect, not that I really expected it to. (A AND B) AND (C AND D) LIke I said, I'm probably missing something simple and stupid - would appreciate someone edumacating me. :)
I know Data Management is in beta, but does anyone else have this problem? When I click on one of the object names, i.e. Email Logs (which only has a little over 2000 records) I get the "Please wait while we are loading the schema..." message - and nothing ever loads. Ever. It just stays on that spinner indefinitely and doesn't even time out. Until I finally get irritated and kill Chrome. We have not rolled in the January 7th release yes, so still running on the last update. Maybe this issue will go away once we update?
Check out this [url=http://www.gainsight.com/2016/01/19/6678/]new product blog post[/url] by Meenal Shukla (Product Marketing Manager) and Sumesh Narayanan (Product Manager) about how and why our reporting tool was developed. It's a fascinating look "Under the Covers".
When we run NPS, we select a random third of our customer base for the segment to survey due to the number of accounts in each segment. If we were to survey everyone at once, we would not be able to adequately follow up with the customers. It would be very helpful to be able to randomize a segment, then select 1/3 of the customers for the survey. Next, we would need to mark that these customers have participated in an NPS survey so they are not selected to be surveyed in future surveys that year. Is there a way to do something similar now or would this need to be built into the product?
We're in our first phase of a focused rollout, so don't freakout when you see this question :) but I need to do a Mass Edit to delete all CTAs with the CTA Type Name "Risk" - but ONLY if all associated Tasks are still in a Status of "Open." The goal is to wipe out any RISK CTAs that have not been actioned upon. Can anyone provide some guidance because I am obviously not able to associate the CSTask object fields to Call to Action object.
Hyperlink to specific SFDC objects, i.e. Account Number, Case Number, etc from anywhere they display
Need the ability to link to specific SFDC objects wherever they appear. For example: 1. On the C360 page, in the Summary section, I have Account Number listed. I want to have that field hyperlink back to the SFDC Account page. 2. On the C360 page, I have a Case Reporting section which displays support case reports. I want the Case Number field in those reports to be a hyperlink back to the SFDC Case. 3. On the Gainsight Dashboard, if I have a report that references Account Number or Case Number, I need it to link back to the SFDC component page.
I have to admit I am glad you guys are sending out the visuals as appose to the raw excel data for this. However I have noticed a small problem I wanted to highlight Looks like the images do not load on Mac Mail. Screenshot below. However it loads fine of gmail or my mail on my phone. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151211-17723-1okjb87-Screen_Shot_2015-12-10_at_9-42-03_AM_inline.png[/img]
One of our Users asked if there was a way to manually override the renewal date that displayed on the CS360, or show multiple renewal dates. We currently have it reading the next renewal Opportunity in Salesforce, however we have multiple products and services, so some Customers might have 2+ renewal Opportunities. This is causing some of our Customer to show their "Renewal Date" as the date for a minor service or sub-contract, while the the actual renewal is months in the future. Is there a way around this, or plans to implement multi-renewal features in the future?
Issues you may run into when you do not have a designated user for integrations with Gainsight. When setting up Gainsight we recommend establishing a designated user to be used to authorize integrations The typical integration authorizations you would execute to enable Gainsight are: [list] [*] MDA Data Loads via API or sFTP [/list][list] [*] Gainsight Email Services [*] Segment io, Google Analytics, Mixpanel [/list] If you are able to support an additional Salesforce license, you would also need to assign this user a Gainsight license and Gainsight Administrator permission set. While the described practice above is an ideal way to avoid interruptions or permissions issues with your integration authorizations, not every company can support an extra Salesforce Administrator License. If you do not want to purchase an extra license, don’t worry - you are still able to authorize your Gainsight integrations using an active Salesforce Administrator license. If you do authorize int
In Thursday's Gainsight release, we're making important changes to the [b]CTA and Task Due Date and Owner[/b] functionality, which will be visible to users immediately after the release. Please share this [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/09_Manage_CTA_and_Task_Due_Dates_and_Owners]support article[/url] with your CSMs to help them understand the new options. For Playbook owners, we recommend that when you create new Playbooks, or update existing Playbook tasks using the new due date options, [b]test[/b] the implications of the new configurations. For example, create a test CTA and apply your new or updated Playbook, in order to see how the task dependencies will impact the CSM’s workflow, and then communicate with your CSM team about how the new/updated Playbook works.
I am finding that the results from the CTA Preview button do not adhere to the duplicate CTA rules. The preview returns an Account that already has a CTA with the same CTA Reason and CTA Type. This makes it a but disconcerting when trying to do a quick validation of the rule criteria.
Today we published an article on Gainsight Go which walks you through the steps of adding Chatter to the 360. You can find the article [url=https://support.gainsight.com/hc/en-us/articles/205170318-How-To-Add-Chatter-To-The-Customer-360]here[/url]. We'd love to hear your feedback and answer any questions you may have.
When we set a flag for a milestone in CTA, it updates milestone on that particular CTA but not for the tasks assigned to it. Is it possible to enhance this feature? so that we can trace the tasks followed on that particular account. In rule we may have to filter based on the task completion as well as per the requirement.
We have a Call to Action status "Closed Not Applicable" that was set up during our implementation and for some reason has a Category of OPEN. (see attached image). This is causing CTAs that are closed with this status to still show as open CTAs. I do not see a way to edit the Call to Action Statuses so that I can change the Category field in Cockpit Configuration. I opened up a support ticket and was told this is similar to the issue I raised here: [url=https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific-measures-from-the-usage-picklist-on-c360]https://community.gainsight.com/gainsight/topics/usage-configuration-need-ability-to-remove-specific...[/url] I should have the abiilty to edit these configurations without having to go through workbench to do so.
Hi Community! We are very interested in learning more about the unique ways you’re using Gainsight in your organzations. Some of you may have talked with me in Fall 2015 regarding the Success for Administrators program, and I’m looking to talk with some of you in an Admin role to learn about the features you’re using, how you’ve leveraged CTAs and Playbooks, how you’re implemented Scorecards, and more. Our Marketing team would then like to leverage these as Admin Case Studies so this is a great chance for you to showcase the work you’ve done! Please note that we're primarily looking for interest at this point and will reach out with respect to interviews. If you’re interested, please contact [url=mailto:firstname.lastname@example.org]email@example.com[/url].
Pie charts do not have data labels enabled. The legend available is in percentage and not an absolute number. I would think there should be an option to show numbers in a pie chart because it does not have axes. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150428-10261-9g2tdw-pie_chart_inline.png[/img]
The Matrix Data Architecture Export API returns CSV containing unquoted string values, even when the field delimiter is present in the string values. This is a problem because it makes reliably parsing the returned CSV very difficult, and perhaps impossible in some cases. This just isn't good behavior from the perspective of an Export API user/consumer.
We need a way for CSMs to log calls/events/tasks and notes to a C360 page, especially for the SMB low-touch team. Currently, the only way to do this is to either log a Milestone and post comments OR create a CTA and log comments (but this type of transaction should not be logged as a risk/opp/event).
We would like to use Gainsight to track customer feedback. We practice a closed loop process in which customer comments are captured, acted upon and then the response is shared back with the customer. Does anyone have a procedure on how to use Gainsight to track customer feedback and report on it later. For example, if a customer has a feature request, I want to document the request, notify the product management team and then let the customer know what the PM team says about the feature request. I'm think that there must be a way to use CTAs for this, but I would like to know if someone has figured out a good way to do this yet.
We've created a new tutorial that demonstrates a case where there's a need to create a Power List to resend a survey to participants who haven't responded within 30 days. This leverages NPS, CoPilot, and the Rules Engine so is a good read. [url=https://support.gainsight.com/hc/en-us/articles/214836938--NEW-Tutorial-Re-send-NPS-Surveys-from-CoPilot]Tutorial - Re-send NPS Surveys from CoPilot[/url] As always with these tutorials they are for educational purposes and may not match every environment. Testing in a safe environment is key and you should always know your data.
In the recent past there has been few issues observed in copilot. Product team has addressed part of them and working actively to address the remainder. Please refer to this sheet [u]Listing down the issues that is being worked upon with fixes slated for next few weeks[/u]: [list=1] [*] Survey Analytics page not loading because of API call failure. This is only for the surveys that were distributed via Copilot. Fix slated for December 22nd release. [*] Survey Button click is not being tracked. [list=1] [*] Reason : Email service provider does not track the click of the URL is greater than 255 chars. [*] Hotfix : Survey URL has been shortened by 40 chars approx. This addresses the scenarios that we have seen until now. [*] Long-term fix : Approach to shorten the URL further and warn / prevent user from having long survey URL under plan / design phase. Slated for Jan / Feb release [/list] Embedded report in the email not visible to recipients on Apple mail and Outlook
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