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We pushed out an outreach this morning, and there were quite a few bounces and skipped emails: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180131-92592-1cwo16f-Screen_Shot_2018-01-31_at_14-31-40_inline.png[/img] I'd like to create a report that lists out all of the contacts that were skipped or bounced, so that our CSMs can update our Salesforce records. However, I can only run a report for hard and soft bounces and 'rejected' emails in the Report Builder: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180131-123384-blch2x-Screen_Shot_2018-01-31_at_14-34-21_inline.png[/img] As you can see, I am only getting the 50 bounces. How can I get the 122 'skipped' emails too? Am I missing an obvious filter in my report?! Thanks!
I am really excited about new Timeline feature but we are waiting on several improvements before we fully role it out to the team. Do you have a consolidated list of the improvements on the short term (next release) and long term roadmap?
Hi All, It seems that if you add an MDA report to a dashboard you can't set global dashboard filters even if you're pulling the same fields into the MDA table. If there's away around this, that would be great. If not, this is a significant gap in functionality.
We have an MDA table that contains a calculated health score for each week going back a full year. We would like to run a rule that loads those historical (weekly) scores to the Scorecard so that we can see how it has changed over time. We've created a rule that should work, but it only loads the latest value. Is there a way to accomplish what we're after?
Hi Gainsight community,I am trying to populate the list of systems installed on an account through a “Systems installed” multi select picklist which i have created. How do i create a rule to populate multiple items for the same account. The rule takes once record at a time and only populates the last item. For eg Account 123 has install base serial numbers abc, def, ghi, jklI want to populate for all accounts their unique serial numbers in a multi-select dropdown. I created a multi-select dropdown and called it “Systems installed”, it wanted me to add one value atleast so added a default value while creating the field in the company object. But when i ran the rule for the account which has 17 such serial numbers it errored out. ThanksAnil 2020-10-29T00-49-57_UTC - GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: Installed_Systems__gc] at row number 12020-10-29T00-49-57_UTC - GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: Installed_Sys
Hi everyone, There probably have been half a dozen post or more on column widths and horizontal scroll bar for reports. Good news is we are looking to build this. I need some feedback. 1) Right now we 'fit' all columns into a report on a dashboard or C360, no matter how many column. We simply reduce the width (even if not legible) to fit. (There maybe some upper limit, but in principle). We actually do have lengths defined for different column types optimized to fit around 7 - 9 columns for reports with 100% width. Of course with more columns or less width (50% width) these get compressed as described above. The question is, once we enable horizontal scrollbar, is it okay not to compress to fit and just abide by the widths.The effect of this is for ALL reports, that alway shows all columns in Gainsight, it will now only shows whatever fits, with an obvious horizontal scroll bar. I believe this is the right solution, but since it changes existing behavior want your feedback.
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!
Answer: I have seen this use case and have wrongly used Continue function for this use case, so I want to make sure that others learn from my mistakes . Here is how you can create a program so that you can send it out only on the weekdays: 1. Create a Salesforce formula field in the Customer Info/Company/Account object that determines the day of the week. Formula can be cut and pasted from here: CASE( MOD( TODAY() - DATE(1900, 1, 7), 7), 0, "Sunday", 1, "Monday", 2, "Tuesday", 3, "Wednesday", 4, "Thursday", 5, "Friday", 6, "Saturday","Error") 2. In the participant configuration, add this calculated field: 3. Your handy helper is the Conditional Wait. Say your program looks like this. The first email is sent out as soon as the program becomes active or it can be scheduled to run on a certain date. Point is you can skip weekends in the first step. But once you wait for 2 days, there is no guarantee if that day is a weekend. Either ways, you can have ConditIonal wait at any point during t
Hi all, Anyone else experiencing issues with getting the chrome plugin to show/display consistently? Multiple refreshes along with uninstall/re-installs don’t fix the issue. I have a hunch it may be due to Okta, but my tests show it’s still not visible even after logging in via Okta. We’re using the latest version (1.3) and Chrome is up to date (Version 87.0.4280.88 (Official Build) (x86_64)). It seems to show up and disappear on its own and I’ve yet to figure out why.
We often hear from customers that are uncertain which survey to use between the options of Non-anonymous, Semi-anonymous, and Anonymous. Choosing the “wrong” one for your use case can lead to quite a bit of rework and annoyance, so hopefully this guide helps you choose the “right” one from the very beginning! Let’s take a closer look at each survey option and also discuss possible use cases. Option 1: Non-anonymousThis type of survey is most typical and allows you to track each individual recipient in your metrics. You are able to use each Journey Orchestrator Program survey model, including CSAT, NPS, and Generic Survey. You’re also able to follow up with each individual respondent via CTA or email, as discussed in our recent webinar on closed loop NPS surveys.Sample use case: You want to get feedback from specific contacts at a customer regarding a recent implementation you finished. Based on the tone of feedback, your CSM will follow up appropriately via a Call to Action. Option 2
In Sally for Slack, after I import new users from their Slack Avatar, they get added in the Users List as disabled. I understand that this is expected behavior (per support ticket 29439), but it may make me lose my mind. [b]The lesser problem:[/b] For a first-time user/admin, this is not intuitive. In the Avatars tab, I import the Avatars, then try to Enable Sally Access for them, but get an error (screenshot: [url=https://cl.ly/3g3g083q0y0r]https://cl.ly/3g3g083q0y0r[/url]). This error message doesn't give me enough info to know that I have to switch to the Users List tab and enable the users. [b]The bigger problem:[/b] Enabling users is burdensome. Consider that I'll have to do this for my entire sales, professional services, support, implementation, and executive teams: [list] [*]Scroll/page/search through the Gainsight Users list, looking only for the users who I just imported from their Slack Avatar, and skipping the many users who are [i]not
I have been working with the new Copilot Outreach Follow Up feature, but noticing an limitation. It appears this follow up is built off of email logs and when building off email logs we can't use the same tokens in the templates the the original outreach. Is there another way to do this?
Today, we launched the PX Knowledge Center bot in your PX instances. From the KC bot, you can view getting started materials, including engagements, links to articles and release notes, and more! On the Knowledge Base tab, you can search for any topic and preview our product documentation. PX can integrate with some of the largest documentation vendor apps in the market, such as Salesforce, Zendesk, Mindtouch, and helpdocs.io.To learn more about configuring the Knowledge Center bot in your own web app, check out this article. Click "read more" in the article preview to open the article in a new window.And on the Onboarding tab, you'll find links to getting started docs and guides. Try out the new Knowledge Center bot, and let us know what you think!
The analytics that are available in the Survey and NPS tabs are great, what would be even better is if those were also available in Reports. For example, the NPS summary that shows the actual NPS score (%). Our survey is on-going so we need to be able to trending this score month over month, as well as have the ability to filter by regions, teams, product, etc. If this report was available to me in reports I could customize this the way we need it, which then allows up to have them show in the Gainsight tab - then allowing us to share with others easily.
Hi, The task of ordering show fields in Reports is one of the most annoying bugs in Gainsight's user interface. It's there for months. Please, could you fix it? I'm using Google Chrome with Windows 10. I've recorded a video below to showcase what I mean: [video]https://www.youtube.com/embed/6AGl2ZQ7TJ0[/video] Thanks
I'm [b]very pleased[/b] to say that I was able to set up an Advanced Outreach to push our NPS responses to Slack! [b]Preview in Slack [/b][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180312-16110-1mfsxm7-_310d2ecfeedf81d4da2873115b15c5e2__Image_2018-03-12_at_11-17-05_AM_inline.png[/img] [b] Click to Expand in Slack[/b] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180312-130078-id4yg3-_2db24a9ce88bb5a54e9eb0e42ab32703__Image_2018-03-12_at_11-17-26_AM_inline.png[/img] My setup takes the NPS answer, and the answers to two open-ended questions, and pushes them to Slack each morning, for the survey responses submitted the previous day. Partially-submitted responses are still pushed to Slack, and if the participant further edits their response in the future, they will be pushed again. It took me about a week to figure it out my own, and it should be considerably faster for you, with this path to follow! [b]Par
We have enterprise CSMs who manage multiple accounts, some with 100+ locations. Each of the individual locations have CTAs specific to that location, but some times need to be updated in mass. My request is for the ability to mass update CTAs to change their due date or mass snooze CTAs for the same amount of time.
Good Morning- I'm the new Gainsight Admin for my org, and we're currently working on using the rules engine to write lifecycle stages to both Gainsight and to SFDC. I have a functioning rule to pull from our Lifecycle Stage picklist field in SFDC and write to the Lifecycle Stage field in GS. I have functioning rules to populate 'New Customer' and 'Onboarding' lifecycle stages to SFDC, based on fields in SFDC. I'm running into issues with two rules that I have written to populate 'Adoption and 'Renewal' lifeycle stages into SFDC. The issue is that when I replicate the logic we have built in SFDC in a GS Rule, the results don't match. Example: SFDC Logic: Filtered By: Edit Stage not equal to Closed Won,Closed Lost [url=https://na8.salesforce.com/00OC0000006qbeU#]Clear[/url] AND Type equals Renewal,Auto-Renewal [url=https://na8.salesforce.com/00OC0000006qbeU#]Clear[/url] &n
Our CSM's occasionally have to go back to a timeline entry a few weeks later to make an updated. Either additional detail to a conversation that was logged or additional details on a resolution to an issue that was logged. Currently, they would have to keep in it drafts until they were 150% confident that no additions would be needed which can be difficult to predict.
Hi everyone - Have you ever wanted to historically report on a customer's ARR over time, only to find that it's actually really hard to find that information since there's no historical record of it? How about trying to figure out the average amount of days your customers are in a certain lifecycle stage? Or trying to figure out who all the named CSMs have been on an account over the course of a year or two? The easiest way in Gainsight to keep track of such information is by creating a snapshot table in the MDA. In this video, I explain how to set up an MDA object as well as a rule that can load to such a table. Please let me know if you have any questions in the comments below. [video]https://player.vimeo.com/video/347814865[/video]
I have been speaking with a customer who would like to pull the text from a multi-select question in a Flattened Survey. This is possible through the UI as well as a single select answer. A flattened survey report will place each answer into its own column [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180725-14302-pef7g2-Image_2018-07-25_at_1-06-35_PM_inline.png[/img] In the UI it will consolidate answers into one column. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180725-56485-lxkohv-Image_2018-07-25_at_1-30-03_PM_inline.png[/img] Do we see us being able to pull the text from a multi-select survey answer in a flattened report?
Would anyone mind sharing some of the higher value rules used by your organization? We have 11 set-up but the higher value ones to us are: 90 Days to Renewal (w/ CTA and Playbook) Change in Licensing (Add/Remove/Renew/Churn - w/ CTA) New Customer / CSM Assignment (Kicks off our welcoming process playbook) New Feature Enabled (Milestone and Feature Update) Sponsor Tracking Rule Lack of Customer Engagement (w/ CTA and Playbook)
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