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4307 Posts

Ester.Memoli
Team Captain
Ester.MemoliTeam Captain
asked in Cockpit & Playbooks

Default filter for CTAs when attaching them to Customer Goals

When adding CTAs to Customer Goals, there’s a filter on top and it would be nice if I could make a default one (ie. show only Open CTAs). I haven’t found a place where to configure it. Did I miss it or should I open a new Idea? Thanks!

0
Ester.Memoli
Team Captain
2 hours ago
A
Shoshin
Anks89Shoshin
asked in Reports & Dashboards

Reporting Filter - Allow Relative Phrases in Between Date Filter in Local Widgets on the dashboard

We are struggling to add “between” as an option for filtering out reports based on the Local date filter widget. Between is available as an option on the global filter but not in the local filter. This is confusing for our end users. Is there a way to add between as an option or any available workaround?

0
A
Shoshin
2 days ago
M
Champion in Training
MelissaCChampion in Training
asked in Rules & Permissions

Rules Trigger - Account Health Dashboard

We added Market Events to our Account Health Dashboard, but we only want those accounts to stay on the dashboard for 6 months. How would I create a rule to trigger that?

0
M
Champion in Training
2 days ago
alizee.levavasseur
All Star
alizee.levavasseur
posted in Data Management & Integrations

January 28 is Privacy Day - let's discuss data protection best practices

Hey Everyone,Tomorrow (January 28th) is Privacy Day (or Data Protection Day). And no it’s not a GDPR thing. It’s actually much older: 2007 when the Facebook, YouTube or Google Analytics of the world were about 2 years old. H***, Gainsight wasn’t even born yet 😅. Now in 2023, there are ton of new privacy regulations popping up worldwide - in the US, since most of you fellow contributors are US-based, it involves California’s CCPA becoming the CPRA and Virginia, Connecticut, Colorado and Utah to name those I’m personally aware of. Even third-party 🍪 are dead. Not mentioning the long awaited ‘updates’ to the EU ePrivacy Directive or Regulation (or whatever they’ll end up calling it, but could change a lot about what’s acceptable (or not). I find this day to be a good time for all of us system owners to stop and have a look at how we and our teams live by the Privacy by Design principles* we (should) have embedded into our CS Ops practices.For me it generally spreads two pillars:Governan

0
alizee.levavasseur
All Star
3 days ago
M
Champion in Training
MelissaCChampion in Training
asked in Surveys & NPS

CSAT Surveys - Text

Are you able to add text to the Ratings or Boolean survey?Thanks!

0
M
Champion in Training
3 days ago
bradley
Grand Slammer
bradleyGrand Slammer
asked in Other CS Features

Horizon Mandatory Rollover Dates?

When will we be getting firm dates when the cutoffs will be for Horizon 360 and Horizon Rules and what will that notification look like?When will existing orgs have their 360s automatically moved to the Horizon versions? When will Rules Engine no longer support adding new bionic rules When will existing rules be migrated or be made unavailable? @anirbandutta @community-admin 

3
anirbandutta
8 hours ago
M
Champion in Training
MelissaCChampion in Training
asked in Other CS Features

SFDC - GS Sync

My CSM for SF entered a new account, but it is not syncing over to Gainsight.  I know this is a Connectors issue, but I’m not totally sure how to troubleshoot.Thanks!

1
matthew_lind
All Star
3 days ago
M
Champion in Training
MelissaCChampion in Training
asked in JO, Email & Notifications

Creating Template in Success Plans

Where do I build templates for Success Plans?Thanks:)

2
M
Champion in Training
4 days ago
B
BabaOlukRegistered User
asked in Rules & Permissions

Create a CTA for Unsuccessful activity in last 90 days

Hello Gainsight community I am attempting to create a Risk CTA for No Successful Activity in 90 days. I would like some help to see what I might be missing. If you can please provide steps on how to complete the CTA within Rules Engine.As of right now I am pulling from the Account Object .Show: Account Name, Owner Name, and Account ID.Filters: Account Status = ActiveLast Successful Activity Date >= Subtract N Days From Rule Date 90

1
john_apple
Golden Ruler
4 days ago
M
mmetrRegistered User
asked in Data Management & Integrations

What is the "Avatar_SalesforceConnection::Sfdc User Id"

What is the importance and use of “Avatar_SalesforceConnection::Sfdc User Id” in the Connector 2.0 SFDC User to Gainsight User object.  This mapping is recommended in the Gainsight Documentation:https://support.gainsight.com/Gainsight_NXT/Connectors/Connectors/CRM_Integrations/Salesforce_Connector I am just struggling to understand why we do not just map to the SFDC User Id.

2
TMaier
Team Captain
4 days ago
M
Champion in Training
MelissaCChampion in Training
asked in Timeline

Timeline Entries In Success Plans

Hi There!Our Timeline Activities being added through a Success Plan are not counting on the current dashboard categories.Example: Client Event – Recurring Client Meeting added to a success plan directly are not showing up in the KPI Dashboard for Recurring Client Meetings so they aren’t counting as a KPI for the CSM.How can I fix this?Thanks!

1
john_apple
Golden Ruler
5 days ago
Molly.McQ
Veteran Rookie
Molly.McQVeteran Rookie
posted in Gainsight PX

Expanded Qualification Scope settings for Badge engagements

Currently, we are limited to two Qualification Scope settings for badge engagements (i.e., Once, Always), and even this is limited based on the selected Trigger Type. It would be a valuable product improvement to offer expanded Qualification Scope settings available so that we could selectively define a scope that is greater than once, but less than always. Furthermore, it would be great to have all expanded settings applied to all Trigger Types. Example Use Case: Deploying a badge + tooltip that is to be displayed in-app for an extended period to ensure maximum user awareness, but during the scheduled engagement period, qualified users should only view the badge + tooltip a maximum of three times. Currently, this is not possible, as we are limited to Once or Always for the Qualification Scope (dependent upon Trigger Type). Badge Settings 

0
Molly.McQ
Veteran Rookie
5 days ago
M
mmetrRegistered User
asked in Data Management & Integrations

SFDC Integration: Rules Engine, Real-time rules, Connector 2.0

I am struggling to understand a couple of things around the SFDC and Gainsight integration. It seems that there are 3 methods of integration. Connector 2.0 Rules Engine (Bionic Rules) Real-Time Rules I am struggling to understand the use case for using each one of these. 

1
john_apple
Golden Ruler
5 days ago
R
Shoshin
rkumarShoshin
asked in Other CS Features

Person Id field in Data Designer

I am trying to outline an Average of Session Count YTD with the data that has come into CS from PX side. When I use the report builder to outline Session Count by Month, I am able to do that and also add filters for Person Id where I exclude anything that contains specific email type such as gmail (As we get emails in Person Id field from PX). But in report builder I am not able to calculate Average Session Count by Year to Date. Since the formula field dosent allows me to sum the Count of Sessions and divide it by months for current year.I then went into Data Designer and when I am trying to outline the object and put filter on Person Id, it dosen’t provides ‘Does not contain’ option and rather it only allows one specific value to be entered.Can the Person Id field be made to work like it does in Report Builder when used in filters. Such that it allows ‘Does not Contain’ as a option to exclude certain elements. Can the formula field in Report Builder be made more enhanced where the ag

0
R
Shoshin
5 days ago
alylo
alyloRegistered User
posted in JO, Email & Notifications

CS at Scale - Suggestions for Translating Content?

Question for those who are expanding their low and tech touch CS capabilities!Many of us are creating more digital content to increase customer coverage. A challenge arises when you have significant customer presence in multiple countries and across languages.Does anyone have suggestions on how they’re getting content into multiple languages (whether onboarding, adoption, campaigns, etc.), besides asking fluent employees to translate documents constantly? Any suggestions on a service or consultancy who specializes in tech savvy translations? Ideally looking for a solution with professional results, so it doesn’t look like we used Google Translate. :) 

0
alylo
5 days ago
T
TMullRegistered User
asked in Timeline

Unauthorized Timeline Error

I am getting an Unauthorized Timeline Error every time I try to send email thru Gmail with Gainsight Plugin enabled. The email sends but does not attach to customer timeline in Gainsight. This just started happening recently. I updated Chrome to latest version and tried uninstalling/reinstalling the Gainsight plugin, but still having this issue

3
A
Gainsight Employee: Shoshin
3 days ago
M
mbondRegistered User
asked in 360 Company & Relationships

Making multiple choice drop-down field easy to read

Hey guys,I have a question about drop-down list in C360 details/attributes view:If there is a drop-down with a multiple choice, Gainsight shows it in 1 line with “;” as a delimiter there. Is there a chance/workaround to show the full chosen list so it’s easy to read?  

4
M
5 days ago
john.cowles
Shoshin
john.cowlesShoshin
asked in Reports & Dashboards

Can you please update the Gainsight Object Glossary to ensure it is current?

We rely on this documentation to understand what system fields mean in the MDA tables.  We have noticed that the “Call To Action” system table is not current in the documentation listed here:https://support.gainsight.com/Gainsight_NXT/Administration_and_Permissions/General_Administration/Gainsight_Object_Glossary#Call_To_ActionFor example, if you look at the MDA table in data management or in report builder, there is a system field in this table called “Next Action Due Date”.  However, this field is not in the object glossary.  

1
neelam_mukherjee
Gainsight Employee: Team Captain
5 days ago
B
BabaOlukRegistered User
asked in Surveys & NPS

How can I send an NPS after a Success plan closes?

I would need the steps within Gainsight, and the goal is to send an NPS after a CSM has finished the success plan.

3
B
6 days ago
K
KylehunterRegistered User
asked in Gainsight PX

Tracking Clicks through Dialog Engagements

Hi everyone. I am wondering if anyone has any knowledge on how to track clicks made by clients through a Dialog Engagement. Ideally we would be able to see how many of our clients click on our link to an external site, any other analytics would also be beneficial. 

1
Sruthimalla
10 days ago
B
BabaOlukRegistered User
asked in Reports & Dashboards

Report that shows JOs being run and email templates being used

Report that shows JOs being run and email templates being used that way the team knows what and when we are emailing customers

2
sagan_sherlin
Champion in Training
11 days ago
simonechen
Shoshin
simonechenShoshin
asked in Rules & Permissions

Can we trigger a CTA when a field passes a specific threshold value?

For instance we’re looking to trigger a CTA when a usage field value crosses over the 80% threshold.Currently in our Rule, it’ll fire if the usage is over 80% (it doesn’t distinguish between something that just crossed 80% for the first time or was already over 80%) which isn’t the expected behaviour and we’re getting a lot of noise.

2
simonechen
Shoshin
5 days ago
tohodesigns
tohodesignsRegistered User
asked in Gainsight PX

Can't export English version of engagement as xliff template

I’m experimenting with the engagement localization feature and I’m unable to export the English language version to use as my template for other languages (it only shows import) 

2
P
Gainsight Employee: Shoshin
12 days ago
sarahmiracle
All Star
sarahmiracleAll Star
asked in Scorecards

How do CSMs set the CSM Sentiment on your scorecard?

How do you set up the CSM Sentiment measure on your scorecard? There are a few ways rattling around in my brain:CSMs manually set the measure score on a certain cadence Sentiment is derived using a custom field on Timeline that a CSM sets for logged activities and set automatically A combination of CSMs manually setting the measure and automatically setting the measure based on risk criteria (ie, at least 1 Risk CTA, or an At Risk opportunity) Something else entirelyAt the end of the day, my intention is to ensure CSM Sentiment is captured in the most efficient way possible, ideally without additional burden from CSM for manual data entry. We do automate some Risk CTAs today, and plan to have CSMs manually create Risk CTAs for certain identified risks as part of our risk review process. So, it’d be nice to leverage that. They also already set Opportunity stages to At Risk, so I’d like to use that as well (though I do want to be able to identify accounts trending At Risk even if the opp

10
heather_hansen
ACE
11 days ago
alex_legay
Team Captain
alex_legayTeam Captain
asked in JO, Email & Notifications

Multiple CTA actions per Program step

We have a scenario where it would be beneficial to apply filters to assign a different version of a CTA based on filters. In our case, it would be to assign the CTA to a different CSM(or user group) based on filters that define which CSM/user group should get the CTA.This can already be done using conditional waits but it would be must easier if you could just expand the CTA step to apply different version with filters. I am imagining it to be like adding multiple CTA actions to a rule with different filters in the action steps for each CTA and then have a default CTA step in order to catch any that don’t match the filters. Doing this in one CTA step would save a lot of time vs setting multiple conditional waits for each time you need to assign a different CTA or to a different CSM/user group. This would solve this issue as well. 

1
sarahmiracle
All Star
16 days ago

Welcome back

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