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It’s no secret that Gainsight “drinks our own champagne,” including using PX to track our clients’ usage of our Customer Success (CS) platform. In these last few months, we’ve seen usage rise for all customers across the board: Weekly Active Users have grown by 21%; CSMs not traveling means they spend more time on Gainsight The use of Gainsight CS has gone up >70% in these past 3 months Average Days Active by users in our product increased >8% For more insights about how we use PX to understand our CS customers, click here.
I’m here as advised by your Support Team. They mentioned that they are working on a sprint already on this feature and will be be able to use it by Third week of DecemberIn my use case; I receive around 90-140 notifications in a day. Because of the hard limit of 50 notifications in the notifications Bell Icon. I need to open a different page (cockpit) rather than dashboard to refresh the notifications. On a lucky night, i get to get the remaining notifications. But 90% of the time. Those notifications are missed due to the hard cap and the notification is lost except for email. As mentioned. I know you guys are working on a solution to be able to scroll down on the notifications and not limit it to 50 instead up to 150 notifications. We hope that this be executed and have a follow through. For those people experiencing this issue. Kindly add your upvotes on this post! Thank you
Has anyone ever had luck associating multiple contacts from Timeline back to SFDC Events? The use case is that if multiple external attendees exist in the Timeline activity, we’d like all those attendees to be loaded back to the Name ID field on the Event object. No matter what I try in the Rules Engine, I can only ever get one contact ID to load to that Name ID.
This question is really to see if what I'm thinking is even possible/if there is a workaround. I created an Advanced Program Email Chain that is designed to send out an email to New Customers and have them pick a Verified Outcome by clicking on one of the three buttons below. When the customer clicks on one of the buttons it takes them to a specific Thank You page based on which button they clicked (3 links - one per VO). The issue I'm facing is I want to create a CTA based on which VO/Button they picked. If they picked Speed I want the CTA to indicate that is the Verified Outcome they chose. Is that possible to map in this type of program or would I have to use a Generic Survey instead?
I am trying to build a rule for a Scorecard measure around ‘# of admins at a Company’.Admin status is a field on the Person Record, but the Scorecard is on the Company. I am aiming to map the data in the rule where an attribute of the person record (‘admin status’ = type 1, type 2) is a count associated with the Company.In thinking through it the logic sounds like ‘Count of Person GSID meeting criteria per Company GSID = Count of Admins’ but I am struggling with how to get the data there. Right now I have the person object filtered by the Admin types I want to surface, so that only those records populate, but how can I convert them to a ‘Count of’ by Company GSID in order to create the score criteria?Any thoughts?
If you are ever stuck on getting some data or doing a use case analysis on PX, you might often hear your CSM coming with an answer “You can do it using Query Builder!”. How can Query Builder help you?If you need in-depth answers about usage, compare usage across different values, or something that is not readily available in UI and it is also very easy to use.Let's break the query builder piece by pieceSo the moment you click on query builder in analytics, it opens a page live below with the default 7 days of the data set. Add an event button and add audience section button.Query BuilderWe can break down the query builder in 6 sections like in the image above, and discuss them in depth.Date range - Set the date range you want the data to reflect for the data you want to look at. You can set daily, weekly, and monthly. By default you would see 7 days. Add event section is where you will utilize being tracked or pushed into from PX from a utilization perspective such as custom events,
Regarding this post re: Generative AI Gainsight Debuts Generative AI Customer Success Capabilities at Pulse Conference | Gainsight Software What are the timeframes you expect Generative AI functionality to be avaiable for use in the product? For example, when will the ‘Customer Cheat Sheet’ roll out? We’re a bit unsure as to whether or not Generative AI is already available.Thanks.JJ
We’re looking at some of the survey capabilities for PX, but I’m at a loss as to how I can put the results in front of Product Managers. Ideally, I wouldn’t want to force them to manually come check the Survey Results page in Analytics on a Weekly/Monthly basis. However, I can’t seem to find a good way to get the survey results emailed to them on a regular basis. Additionally, while i see a Dashboard widget that shows the “guage”, it doesn’t appear like you can put the open feedback text in some type of list on a dashboard.Appreciate any guidance any of you might have on how your helping your product folks get visibility into the Survey Results.
We're excited about some new AI features and want to give our customers a sneak peek while gauging their interest. Our goal is to share the features' details, the value they bring, and identify customers keen on trying them out (currently hidden behind a feature flag).What's the most effective way to capture this interest? Ideally, we'd like to provide information and receive a response, avoiding the need for customers to send an email using a button. We're considering a Slider Engagement with a Boolean rating at the end, but I'm uncertain if this is feasible. How can we achieve this smoothly?
Difference between Customer Goals & Success PlansComparison of Customer Goals & Success PlansThere are two distinct things: What are a customer's goals and what are we going to do about them?How Customer Goals Came to the Picture: The way we had success plans set up in the past (with an 'objective cta') we had linked the two of these. If it so happens that a goal would map to a single CTA and the duration of the goal equals the duration of the CTA and the tracking of the success of the goal is the same as the tracking of the progress on the CTA, then it all works. But in general, one or more of those things is likely not to be true. Independent Customer Goals : By separating customer goals into their own concept, we acknowledge that a goal exists even separate from a plan to help achieve it, and that a goal may be accomplished even if the actions are not completed. Conversely, all of the steps assigned may be completed without the goal being achieved, and a goal
We are in the EdTech space where a lot of our customers (School districts) may have similar district names across the country. When logging an email using Gainsight Assist and I search for the company, let’s say Fayatte County where it is one of four in the country, it wont tell me which state. What ends up happening is that we have to guess and likely logging to the wrong company. Is there a workaround besides logging the email via Gainsight Timeline directly?
We have enabled Chorus GS integration and we wish to incorporate this change in our existing Customer Success processes. Need ideas/suggestions on Enablement of Chorus GS Integration in Customer Success Processes and how can a CSM be benefitted with this change? Also can Chorus label on these timeline entries be used to isolate these timeline entries to avoid its interference in existing reports/dashboards?
Snowflake is one of the fastest growing data platforms in the market, and use of the Snowflake Connector among Gainsight’s clients has been growing rapidly as well. So it’s important that everyone understands how to best use this Connector for accurate data ingests.When the Snowflake connector runs as scheduled, it checks for data with a timestamp that falls between the current time and the last time the connector was run. The timestamp field is designated within the connector, so you can choose the right field for the connector to use to determine when that row was added or modified. This field is labeled “Reference for last modified date” within the connector.If that timestamp reflects the actual time that the row was added to Snowflake, everything works as expected.Example Sequence of Events 1 - Works as ExpectedThe Snowflake connector is configured to use the Date Added field to determine which rows to pull into Gainsight. At May 1 00:00 (midnight), the connector runs and finds no
[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? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180326-127773-179tbbf-image_inline.png[/img] Above snapshot from my local Org. Please share your thoughts on this.
Hi,We’re working off of Response Rates per CSM and they’re wanting to send out NPS surveys to their contacts who have not responded yet. The problem is that they’re unable to send out individual non-anonymous links on their own. Is there a solve for this?
The Surveys team at Gainsight is exploring ways in which we can make some of our Surveys and CX Center widgets available in Gainsight Dashboards.We want to hear from you – which Surveys and CX Center widgets would you like to see available in Dashboards? Are there other custom reports that you wish we had an out-of-the-box widget for?
A few releases ago we added the ability to log JO emails directly to timeline and wanted to share in this #2minvideo how this new visibility has helped me as a CSM to stay up to date with communications being sent out to my customers. I really do not like 😤 being surprised by content being sent out that was I was not looped in on (I take the ownership of my book of business seriously!) but I also realize I do not have the bandwidth to send out all the customer communications myself and even if I am emailed about them the inbox gets pretty overwhelming these days. A much better solution is to log important customer communications to timeline so I can see these when I prep before customer calls and I can even see who opened them. My admin friends I beg of you check this new capability out!
Today’s tutorial covers how to create URLs in the Rules Engine. A good use case for this, as I describe in the video, is if you need to tokenize links to multiple Salesforce records in the CTA comments or scorecard comments. In my example, I tokenize links to two Opportunity Products and then include those in the CTA comments. The guide for how to put these URLs together can be found via this link: https://www.w3schools.com/tags/att_a_href.asp. The instructions are to use the concatenate formula field in a transformation task, then put in the following code: <a href=” hit enter Input your URL - in my case it was https://na85.salesforce.com/ hit enter Then tokenize whatever it is you want to link to; in my case the opportunity product ID hit enter “> hit enter Type in the text you want the link to display; in my case “Link to Product” hit enter </a> hit enter and save Let me know if you have any questions!
I’m trying to create a segment of users that are a part of a company that has a specific type of Success Plan. I’m able to get the Companies I want via a report: However, when I create those same filters in a Segment: I don’t get any results: I really want to use segments because they are easier than putting together data designs, but I will have to go back to it if I can’t understand how query writing and filtering in segments works, it appears to be inconsistent with at least the report builder’s filter logic.Can someone help me figure out what I’ve missed here? This feels like a bug.
Gainsight released version 6.3.2 patch on May 21 which enables Admins to pause and resume a published program. Previously, in Journey Orchestrator, users could not pause or resume a Program in an Active status. Now, Admins can Pause and Resume an Active Program, and when it is paused, the Participant's status is set to paused. The Actions/Activities that are in queue at the time when the Program is paused are executed normally, and the participants are paused only at the next Wait Timer/Conditional wait. Once the Program is resumed, all the timers will be adjusted to account for the paused duration. For example, assume you have a step which says Wait for 3 days, but you have paused the program for a day and then resumed it. The wait step automatically recognizes the pause duration of 1 day, and now waits for 4 days instead of 3 to compensate for the pause duration. Note: While the program is in a paused state, Gainsight is not listening for events such as Ope
Users are complaining that the tabs using Google Chrome used to have the Company Name so they could easily see the Company Name when they have many tabs open but, now it just shows Company 360. Is there a place in Chrome or Gainsight to control what is shown there?
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