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CTAs, Tasks, Playbooks, and Success Plans are closely related, but are distinct features with their own use cases. We get questions from administrators, CSMs, and others, so I wanted to help people understand how they work together. First, let’s take a quick look at a flow chart that helps to set up the big picture: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190730at12-32-35PM-e06d53d1-e6bd-4bf0-82ba-371113c62001-1532252897.png[/img] So these four features have a lot to do with one another - that’s for sure. But let’s zoom in a little to observe each element’s distinct qualities. Let’s start with [url=https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Intro_to_Cockpit_and_CTA_Configuration?mt-learningpath=configurecockpit][i]CTAs[/i][/url], as this is the one thing the other three features have in common! A CTA (Call to Action) is a “to do” that can be created manually by a user, or automatically by the Rules Engine. OK great! CT
I have gathered information from various sources and compiled all values into an MDA table. For example, how many times and account did X in a certain time period. This table also contains a boolean field corresponding to each value field. If the value is greater than 0, the boolean field is True, otherwise, False. I want to use this information to create a table that shows a count of all accounts and how many are either True or False for these fields. An example mock up looks like this: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171205-24695-1bwhpqx-YesNoChart_inline.png[/img] Each "Resource", as I'm calling them here, is a boolean field in the MDA table. In this example, we have 2500 accounts and they all have either a True or False value for each field. I can't figure out how to get a report that looks like this - is it possible? Thanks for any help or suggestions!
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
I need to set up a filter to select a specific type of product in opportunities, but because the field is Long Text Area, it's not possible to do that. Having this filter would greatly reduce the number of opportunities the rule has to go through while running. I will add the filter in the Setup Action area, but still it would be good to filter already from the Setup Rule area.
Tip of the Week: Using a PX Dialog Engagement to collect additional information from your users to store on their PX User Profile
I had a great conversation with one of our PX customers last week about this use case. As a refresher, PX does not create PX Users and User attributes on its own. PX relies on your user/account data to be passed through the PX Identify call code in your applications, developer inserts/updates using our PX REST API, imports/updates using our PX Data Loader, mapped fields synched with the CRM system using our Salesforce integration, and/or updates from the Customer Success platform using our new “Load to PX” CS Rule Action type. All of the above are great options for creating rich PX User profiles with many attributes that can be leveraged for PX Analytics and PX Engagement targeting … plus many other use cases for sure. So, the specific use case that we discussed was… “In addition to application usage data, how can PX help us to collect additional user information that we do not already have available within our business systems, such as job role, job responsibility, i
PX OFFICE HOURS - “Theme of the month” series started in Jan 2022. For the selected “Theme → Feature” every month, we have at least four sessions from our subject matter experts, covering every aspect of the feature, from fundamental to advanced logic. So far, we have covered the below themes(Features) in our hands-on sessions.👇JAN 2023 - THEME OF THE MONTH - PLG FLYWHEEL MOMENTUM - RETENTION PLG Use case #8 : Retention - NPS & Advocacy Deck PLG Use case#9 : User Reactivation - Customer Spotlight : Dealerware👍 What’s next!! Register for upcoming sessions :PLG Use case #10 : Growth : Experimentation PLG Use case #11 : Retention : Support Deflection PX Roadmap Webinar : Customer Exclusive NOV 2022 - THEME OF THE MONTH - PLG FLYWHEEL MOMENTUM - ADOPTION PLG Use case #5 : Adoption - Data Driven Decisions PLG Use case #6: Adoption - Release Experience PLG Use case #7: Adoption - Feature Activation OCT 2022 - THEME OF THE MONTH - PLG FLYWHEEL MOMENTUM -
One of my favorite features of Journey Orchestrator is the ability to deliver reports directly in our management teams inbox, first thing Monday morning! I thought I’d share how we’re doing this at Gainsight and would love to hear additional use cases that you have for this feature! Use Case: Our CO management team doesn’t have great visibility into our Sales pipeline as it pertains to new customers in their segment and cross-sell products. How we solved the challenge: While dashboards are very helpful, they’re a more passive way to deliver information, plus our management team is often traveling. We decided that a weekly email, containing exactly the data they needed - with the option to dig deeper into the data if time permitted - would be the optimal solution for this use case! I’m providing a guide below on how we setup this up and I’ll call out areas where you could make modifications to better fit the needs of your organization! Step 1: Create an Email Template & use th
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
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!
Our team is really excited about the new Chrome/Gmail extension, but when testing I noticed one pretty inconvenient side effect. Since we have been using these email templates to send from Cockpit or Programs, we have the CSM signature built into the template. Most of our CSMs also have Gmail set up to pre-populate their signature in a new email. When we apply the email template, their email then has duplicate signatures. It is easy enough to just delete one, but also pretty easy to forget if you don’t scroll all the way down to preview your email before sending. Obviously that’s not a great impression for our customers. Other than creating separate email templates just for use with the new extension, is there any way to auto remove one of the signatures when using this new features?
Hi! Recently, and this might be part of the salesforce security update, we had all our page layout assignment settings reset. On top of this, when accessing Salesforce records like Account or Opportunities, the page layout assignment has also disappeared. Unfortunately, I am no longer able to assign the correct layout for the Gainsight app using App Manager. Not sure why this changed. Has anyone else experienced this issue? Do you know how I can assign lightning record page layouts to profiles in Salesforce now? I can check with salesforce support as well but thought I’d ask here since this is specific to Gainsight app.
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]
Since the release of Data Designer I know some of my customers have been having a hard time coming up with with some quick win use cases to leverage this awesome new feature. Below is a quick win configuration on how you can help your CS team keep track of accounts that might not have a timeline entry. (Steps below) Step 1: Create a Data Fetch on Company object Account Id Account Name filter = Active Add any additional fields you want Step 2: Create a second data fetch on Activity Timeline Account Id Account Name status = Active Step 3: Merge (Left Join) Account Id as unique Identifier Filter = Time Line Activity Id is Null Thank you to Dan Ahrens for help on the configuration and I hope this helps others with a quick win utilizing Data Designer
Hi all, we'll upload usage data with a bulk api job to automate our process. We transform our usage data in a python project but we are not able to create a cURL request in it to upload the data. Did anyone of you tranfered the (BULK API) cURL request to python? If yes I also can share our ideas. Thanks, Christian
Have you started exploring Data Designer yet? If not, I’d love to share a recent design I built that’s produced a ton of value across our Gainsight org. If you have, I’d love to learn more about your use cases and what’s working really well for you (so I can use it in my own org :wink: )There are many use cases for this single dataset, here’s a few that might help you get started:Risk Management: When was the most recent update on this risk? Which escalated (flagged) risks haven’t been updated in the past week? All CTAs: How many timeline entries have been created for this specific CTA? Pull a list of timeline updates for a specific CTA type Okay, this looks complicated but I promise it’s pretty straight-forward. I’ll break out each dataset and merge below to give you ideas on how you can replicate this design in your own org. In the design, I’ve pulled an initial dataset of Timeline Activities and CTAs, so I can first merge all Timeline Activities to the associated CTA data. Next,
Hi everyone - I'm back with a [url=https://share.vidyard.com/watch/KyqdvfkULnqaAC5zBW6KPU?]new video[/url] that explains the benefits of using Gainsight's Person model, as well as some admin tips and tricks. [url=https://share.vidyard.com/watch/KyqdvfkULnqaAC5zBW6KPU?]In this video[/url], I cover the following: [b]Benefits of using Person Model[/b] [list=1] [*]Required for Email to timeline [*]Required for configuring @ mention in timeline [*]More compatible with Survey 2.0 and Journey Orchestrator [*]Person records can be editable straight from the C360 [*]Required for using our new People Maps feature [/list][b]Tips and Tricks when using Person Model[/b] [list=1] [*]Remember that you can add custom fields in either the Person or Company Person objects. [*]You might want to create a rule that makes sure changes made to Person records get synced back to your source CRM's contact records. [*]Remember to set up your [url=https://support.gainsight.com/R
We've noticed that when including an MDA dropdown list field in a report, we get the GSID values when we export said report, versus the value's display name. We show the display name in the report itself, but as soon as it's exported, we get the GSID that we are unable to decode and understand the text value.
Hi, We’ve never sent any emails to clients through Gainsight before. In preparation to do so, I created a participant list though a data set in JO to pull all contacts at active accounts. The participant list returns 55 failed participants due to “Participant part of Bounce List.” Why would this be if we’ve never emailed our customers this way before? I will also add that I’ve done a similar process to create a participant list based on specific contact roles at all active accounts. The same contacts who are part of the bounce list above don’t come back as failed participants when I sync this more targeted list. Any reason for that? Thanks for any insight you can give!
Hi, Gainsight Admin community!During rules configuration, the common question most of the customers ask is about choosing right date filter they can include in order to restrict the data to a certain time period.Here are a few common use cases: Renewal date in the coming two months Subscription start date in the last 3 months The activity date is within the last 7 days of the subscription date. From opportunity close date is 180 days for today then Create CTA Now the question is what we have to select from the criteria drop-down i.e subtract N days/ Add N days etc.Background to understand what exactly happens in the backend: Usecase What to use Description Example (mm-dd-yyyy) Renewal date in coming two months Solution1: Renewal date <= (Add N days to rule date + 60 ) AND Renewal > Ruledate Solution 2: Renewal date <= (Add N months to rule date + 2 ) AND Renewal > Ruledate Rule date = Today’s date
What's the best way to populate the Manager field in the User standard MDA object? It's a GSID field type so I can't just populate it with the manager's SFDC ID. I was thinking of using a bionic rule to merge the manager's GSID with the CSM's GSID... is there a better way?
Hello, My org has added the Gainsight account widget to Salesforce but the Gainsight data is not showing up. The widget on the account is only showing two messages:This Account is not added to the Gainsight Customer Repository! We’re sorry. Gainsight standard access is restricted in this tab. Please contact your Gainsight admin to get this resolved.I’ve been reading various articles and it seems to be something to do with the permissions, but i wanted to reach out to the GS community as well to see if anyone else has had this issue. 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
Adoption Explorer is one of the most powerful features Gainsight has to offer. It allows you to analyze your data so deeply that you can use Adoption Explorer to identify upsell opportunities, drive strong adoption to your product, identify potential product gaps, and much more. This tutorial will provide you five hands-on use cases that can either help get you started with Adoption Explorer or add to your repertoire if you’re already using it! Keep in mind, this tutorial assumes you have strong usage data to import into Adoption Explorer. If you don’t, consider looking into Gainsight PX. Use case 1: Compare aggregations on a metric from the past 30 days to that same aggregation for a metric from the previous 90 days using aggregation builder. This capability is a new enhancement from our 6.18 release. You are now able to build formulas on aggregated data within Adoption Explorer (previously, you were not able to apply custom aggregations). For example, you might wish to allow user
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