EMEA Admin Office Hours - 20/6/19

  • 17 June 2019
  • 4 replies

Userlevel 4
Badge +4
This thread is for the Admin Office Hours session for Thursday June 20th, 2019. Submit your questions to this thread and we'll address them during our session at 1p-3p GMT+1.

There is no need to register for the sessions anymore. If you have a question, please post below or join the meeting. I will go in order of posts below or joining the session.




You can also dial in using your phone.

United States: +1 (571) 317-3117

Access Code: 860-695-853

More phone numbers

United Kingdom: +44 330 221 0097

4 replies

HI Baji

Hope you are well. I have the following questions for tomorrow's session

1.Net Promoter Trend Report

How to create Rules for our Net Promoter Score

- CTA's if the trend has gone down from previous score or if moved from a promoter to a detractor.

2.Closed Feedback Loop

- CTA when customer submits their first NPS

3. CTA's

How to close down existing CTA's

4. Risk Scorecard Measures we recently implemented

- CTA creations off the back of them

Userlevel 2
Hi team ???????? - Seeking your expertise in a few areas this week if there is time:

The first is related to NPS response CTAs - I have run 3 rules to automatically fire off 3 different CTAs (with 3 different playbooks) depending on the Score Type. In some cases, one account has multiple responses with a different score type but when I fire off the rule it seems to only want to send one CTA per account, and it randomly chooses which one to send? Any ideas as to why this is the case and how we can fire off a CTA per response?

Similar to the above, when setting the NPS score, I am experiencing a problem with loading the overall/average per account where there are multiple responses? Wondering how the score is selected?

The next is related to setting scorecards - again, on the same topic of NPS, I am wanting to set a score for response rate (red for no response/score, Amber for responses from a non-named contact & Green for responses from named contacts). I tried to do it all in one rule but my test runs weren't working, specifically it wasn't setting a red score for null responses. I found some guidance in this community post and have used this logic but as this post is from a few years ago I wondered if there is now an easier way to do it all within a single rule with multiple actions? https://community.gainsight.com/conversations/cant-create-no-cta-rule-to-raise-health-score-5bc73e0ee4b04588aaf861a



I would need your support to manage a CTA firing off only after a confirmed score drop for a certain period of time (ie. a couple of weeks).



Hello, I am on the line. Looking for help on why BCC to timeline isn't working for a user that I enabled. If it matters, she is not the CSM or Account owner, Name is Corine Wong. Thanks