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Customer Success (CS)

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4,733 Topics
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sshroffGainsight Employee: Team Captain

posted in Customer Success (CS)

Important: Horizon Rules Migration Update

Hello, We'd like to inform you of the details of the deprecation of Bionic Rules/ auto-migration of Horizon Rules.Horizon Rules comes with an enriched visual experience making it easier for Admins to build and understand rules. In addition to the enhanced user experience, key benefits include:Enhanced Data Preparation experience and Single Object Flow Enhancements to Action Setup Ability to update CTA & Success Plans via Rules Enhanced field mapping experience Visual Execution history including enhanced logsAs we approach the migration, we suggest considering the following steps if you haven't already done so:Review and remove any rules that are no longer necessary, including unscheduled, active, and inactive ones. Keep manually migrating and validating your rules to ensure a smooth transition.Need-To-Know Migration DetailsTiming The migration of Horizon Rules is set to begin the first week of June 2024. The migration process will be carried out in phases with the goal of completi

7 days ago

tyler_mcnallyGainsight Employee: Team Captain

published in Customer Success (CS)

CSQLs: Use the Power of your CS Org to Grow Your BusinessTutorial

GET STARTED NOWGainsight has a purpose-built feature for tracking leads generated by CS team and ensuring those leads are effectively managed across Gainsight and your CRM.Want to get started with CSQLs in Gainsight? See attachment at the end of this post for the slides. LEARN MOREA Customer Success Qualified Lead (CSQL) is a lead that comes from an existing customer and has a high potential to be a successful long-term customer.CSQLs are similar to Marketing Qualified Leads (MQLs) and Sales Qualified Leads (SQLs), but they are considered higher value because they come from existing customers. CSQLs are generated by the Customer Success team, who interact closely with customers. CSQLs are a source of lean revenue because they come from existing customers. Organizations use CSQLs to increase revenue from existing customers.Learn more about the value of CSQLs!

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1 hour ago

jennhRegistered User

asked in Customer Success (CS)

Remove Customer Cheat sheet widget from C360 layout

Hi, I added Customer Cheat sheet widget into one of my C360 layouts just to test it out and for some reason, I’m unable to remove it. There is no trash icon on the widget as shown in the attached screenshot. Any idea on how to remove this?

5 hours ago

rkumarShoshin

posted in Customer Success (CS)

neelam_mukherjeeGainsight Employee: Team Captain

posted in Customer Success (CS)

🛑 Announcement: Sunset of CS-SFDC Edition Documentation 📚

Hello Everyone!We have reached an important milestone at Gainsight with the ongoing transition of our CS - SFDC Edition to the NXT Customer Success (CS) platform. As we continue to enhance your experience and support capabilities, we want to share some critical updates and our approach to managing the documentation during this change.Impact on Documentation:While the CS-SFDC Edition product has been successfully sunsetted, we understand that "SFDC" is a powerful search term with strong SEO presence in our documentation. As a result, our SFDC edition documents are still appearing in Google search results. To address this, we're implementing a meticulous process of updating our documentation.Our Approach:Instead of removing the SFDC edition category from our Docs support site entirely — which could lead to confusions — we are adopting a phased approach. Each article created for the CS-SFDC edition will be manually prefixed with "(Obsolete)" to clarify its status. This will help you ident

2 days ago

etcRegistered User

asked in Customer Success (CS)

What languages does the Cheat Sheet work for?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

2 days ago

hiteshRegistered User

asked in Customer Success (CS)

[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? Above snapshot from my local Org. Please share your thoughts on this.

2 days ago

kalpanakrGainsight Employee: Shoshin

posted in Customer Success (CS)

"Day in the Life Of a CSM: Work smarter Not Harder with Intelligent Automation" webinar - a Recap

Some superheroes wear capes, but the best Customer Success Managers wear a smile and a deep understanding of their customers' goals. They are master multitaskers, relationship builders, and problem solvers. All while making it look effortless. That sounds exhausting already!😉If you attended the “Day in the Life of a CSM - Work Smarter Not Harder” webinar, you would have found strategies to do more with less. For those who couldn't attend, don't worry—I've got you covered with a recap (the recording will follow soon!). In the webinar, I highlighted several strategies and techniques that are simple but effective ways to drive outcomes and deliver exceptional customer success. Here are the key takeaways:🌅 Streamline your workflow:Make GS Home your one stop starting point from where you can conduct your day's business. Personalize it to your convenience, so your workflow is effortless whether you are attending to your tasks/CTAs, starting calls & logging activities, managing risk or

3 days ago

tfrissRegistered User

asked in Customer Success (CS)

Gainsight CS/CC Integration without Reliance on Contact Records

The current CS/CC integration only works if there is a contact record in CS that matches the contact record in CC (matched based on email address). We do not store all of our user contacts in Gainsight CS, which makes it difficult to get value from the integration. Some ideas that may help us get value from this are:Auto-generate contacts from CC in CS Associated contacts to Companies in CS based on the email address domainAND/ORAuto-generate ‘Community Contacts’ as a new object in CS that can be used for custom reporting in Gainsight. Given the flexibility of Gainsight, this would allow us to build custom reports and/or associate contact to accounts with our own custom criteria using rules engine. It would also avoid any issues with contact management, since they will be stored in a separate object. This would help reduce our reliance on Data Intelligence and Engineering teams to build our data/reporting infrastructure. It would also allow us to incorporate community engagement and ad

3 days ago

Ritika JindalGainsight Employee: Rookie

asked in Customer Success (CS)

Separating CSQL and Renewal centre sync option

Hello community members, I am product manager for RC and CSQL.One request that I get consistently from the Gainsight’s implementation team is to support the sync option for CSQL and RC (Renewal centre).RC and CSQL uses same sync option which means either both of them can have their data in Gainsight or both of them can have their data in salesforce.I am trying to solve for this and hence looking for clients who are actually facing this issue or have faced this in past.Please respond back to this post or reach out to me on rjindal@gainsight.com so that I can understand your use case

4 days ago

amanda_neilRegistered User

asked in Customer Success (CS)

Email to TImeline Missing External Contacts

If I have an email that is posted to the Global Timeline (customer missing, not associated) and I then associate a customer to the timeline, my external recipients go missing?

6 days ago

Al MRegistered User

asked in Customer Success (CS)

New JO builder template version analytics not updating

Hi all, We are experiencing some issues with the program analytics when it comes to the new JO builder. Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static. I.e. CTR, Open rates, Delivery rates. Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns. Thanks a mill!

7 days ago

Marc.HoganShoshin

asked in Customer Success (CS)

Email Opt-Out Hyperlinks - Unsubscribe - Manage Preferences

We recently sent a communication and received feedback that Opt-Out hyperlinks (Unsubscribing, Managing Preferences) did not work. I went back and reassigned links using the hyperlink button in the menu for both options. When testing the links, I could not open them or copy them into a browser. The configuration guidance talks about creating questions but nothing related to links and testing them prior to execution. Appreciate any assistance on this.

7 days ago

Marc.HoganShoshin

asked in Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

7 days ago

dayn.johnsonAll Star

posted in Customer Success (CS)

Best practice: scaled CSx control/visibility into email recipient subscription for recurring emails

Curious — (how) do you deal with requests from CSXs asking whether a certain user and/or organization will receive a particular email? (ex: CSM check-ins, monthly product/event newsletters, usage emails) Our current situation:Emails are sent through advanced JO using queries (multiple queries, in multiple programs). We have various opt-out options (boolean) at both the company level and person level for certain programs, and use those opt-out fields within the query to allow our CSx’s to opt users or companies out of certain communications (CSM check-ins, re-engagement programs, etc.) as required.The issue:As we’re scaling our CSM model, and are beginning to send CSM check-in emails (and other emails) to more users, I’ve been getting more and more requests asking questions such as:Will {user} receive this month’s CSM check-in? Can you pull a list of all my users who will receive {this specific} email? Did this user receive {this specific} email?THIS IS NOT SCALABLE.We’d originally cons

9 days ago

reggie_yu_gazmenShoshin

asked in Customer Success (CS)

Outlook Gainsight Assist

We’re using Account Contact Relationship in SFDC wherein a contact can be associated to multiple accounts. There are instances wherein account names would be the same which makes it difficult for users to distinguish which account they need to log their email. It would be helpful if we could add their account number so users don’t have to guess and wrongly log it to another account. Is that doable? Thank you in advance!

9 days ago

sjacobi123Registered User

asked in Customer Success (CS)

Is there a way to invert axis in chart?

We currently have a usage scoring metric where 1 is best and 5 is worst and we have created a trend chart to see usage over time. However, because we cannot invert the y axis the data looks backwards and is misleading. Is there a way to invert the axis data to show this appropriately? We are able to do this in other platforms to show correctly

9 days ago

ericbmullerShoshin

asked in Customer Success (CS)

Syncing SFDC activities to Timeline Error: [fieldName='note', errMsg='Note length should be between 1 and 32000'].

Has anybody found a way to resolve this error message (above) associated with the Notes field mapping, when syncing the Event Object, related to Account?I’m sure I have other issues as well, as I only get 3 results back, 2 of which failed due to the error message, but clearly was expecting more than this for a 60 day sync. I also note that it selected the default activity, suggesting that it couldn’t resolve the activity type.Just not sure where to begin re troubleshooting, ideas welcome! Thanks in advance, Eric

10 days ago

tfrissRegistered User

asked in Customer Success (CS)

CASE or IF Statements in Report Formula Fields

I’m trying to build a dashboard that calculates what % of our delivered emails were marked as SPAM. This is critical for ensuring the deliverability of our emails and success of our programs. I noticed that the values for the AO Email - Spam field are Yes and No. Typically in reporting tools Yes = 1 and No = 0, so you can do a formula field that counts the number of records marked as “Yes”. In Gainsight reports, Yes and No do not seem to correspond to number values. The workaround would be to write a formula using either ‘CASE WHEN’ or ‘IF’ statements. However, Gainsight does not support that either. For example: CASE WHEN SPAM = Yes THEN 1 ELSE 0 IF(CASE = Yes, 1, 0)

10 days ago

SanelRegistered User

asked in Customer Success (CS)

Gainsight oAuth flow

I am trying to setup the oAuth flow, by following what is described in the following documentation:https://support.gainsight.com/Gainsight_NXT/01Onboarding_and_Implementation/Onboarding_for_Gainsight_NXT/Login_and_Permissions/OAuth_for_Gainsight_APIs#Create_Application But the problem that I encountered is that there is no OAuth Applications tab available, when navigation to: /v1/ui/usermanagement#/authentication.So the question is how do I create an oAuth app for which I could acquire the client id and client secret?

10 days ago

Ruqaiyah GiletwalaShoshin

asked in Customer Success (CS)

Generating CSQL and synching back to Salesforce

Hi, Can someone please help me understand how the CSQLs generated in Gainsight can be synced back to Salesforce and map to correct fields?I read alot of articles but did not find them very helpful when it comes to syncing the data from GS to SFDC. I would appreciate if you could share a small video explaining how to sync the CSQLs in SFDC and what are the best practices for generating CSQLs in Gainsight. Looking forward to hearing from you soon. Thank youRuqaiyah

11 days ago

DivyaGainsight Employee: Shoshin

posted in Customer Success (CS)

Early Access - April 2024 (Q1) Release Notes!

Hi All,The v6.41 customer facing Early Access to April 2024 NXT Release Notes [also in pdf] document is available.We welcome your valuable feedback and suggestions directly in the document to help us identify and bridge any gaps. Thank you for your contributions!From Technical Communications Team!

14 days ago

ElleShuttyGainsight Employee: Rookie

posted in Customer Success (CS)

CC+CS Integration FAQs

Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below.What are the high-level benefits of a CC+CS integration?It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform. It gives CSMs valuable and actionable insights into their clients’ Community usage. It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product.How does a client set up the Community Connector?You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector.How do we map the Community data to the data in CS?This relies on the Community User Email Address. In order to

14 days ago

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