Other CS Features
Share your questions and best practices on all other CS features here.
- 380 Posts
- 829 Replies
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?
Generative AI Availability
Regarding this post re: Generative AI Gainsight Debuts Generative AI Customer Success Capabilities at Pulse Conference | Gainsight Software What are the timeframes you expect Generative AI functionality to be avaiable for use in the product? For example, when will the ‘Customer Cheat Sheet’ roll out? We’re a bit unsure as to whether or not Generative AI is already available.Thanks.JJ
How can Gainsight improve the Global search
We are interested in your feedback We are currently working on improving the Gainsight Global Search, we want to improve the user experience around global search. A couple of the things we are already considering includeAdministration - Supporting filters in the search configuration. These filters help admins restrict in-active and non-relevant records from appearing in search results. (here) Recent searches - Showing the recent searches to users. (here)Few inputs that would help me here areWhat are the top 2 challenges you face with global search today ? What can we improve to make it easier for you to find the desired Company/Relationship record ? What other entities do you want to search using Global search ?Also any other thoughts or ideas that you may have to improve the Global search would be super helpful.Thank you all for your wonderful ideas.Gopal
Clients interested in sending CSQL as an opportunity in salesforce
Hello everyone, I am the PM for CSQL and we are currently discussing the initiatives we want to plan for CSQL for upcoming quarters.We have got 1 feedback multiple times from different CSMs which is: Sending CSQL to Salesforce as an opportunity.I need to know how many clients are interested in it.Can you please share if your client will be willing to try it out. Also the name of the client as well.
Cannot Edit Customer Goals
When I try to edit existing Customer Goals I do not have an option to save and I receive an “error” message on the Company field. In order for me to make a change I have to delete and re-add a new goal. This seems like a bug with the Company field. Can this be fixed so existing goals can be edited?
Customer Goals - Road Blocks to Switching from Success Plans
Want to start a thread on the road blocks of standing up customer goals in scalable way. Many of these were discussed in Beta but not updated in the GA release. Would like to know if anyone else is experiencing difficulties while trying to put together a POC for their leadership team Limited to using APIs for updates and creations via rules engine. IE this means you need to have an admin that is comfortable enough with APIs to help your team maintain the Customer Goals. Would be better to have a rule action Unable to limit display field editability Cannot associate to a relationship from the C360 (like you can with other functions like Success Plans). Makes CSMs have multiple paths to create the same thing Unable to require fields at “close” (see point below about “closed” identification”. Additionally, you can only require fields at the data management level which means if you add a field after records are created you cannot require that field. So flexibility to alter your layout is l
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
Link to the 360 Page via the SFDC Account Page in Lightning
We currently a formula to direct our users from the Salesforce page to the 360 page. When we upgraded to Lightning, the formula doesn’t quite work as well as it used to. We had originally based this information off an old post with the following formula offered: HYPERLINK("https://surveymonkey--jbcxm.na1.visual.force.com/apex/customersuccess360?cid="; & CASESAFEID(JBCXM__Account__c), "c360", "_blank")My primary use case is for use within Salesforce reports (like upcoming renewals) or emails where I want to give quick access to the 360 page. The function should work on the Account object as well if you need it there, just change the API reference to use the current account ID. Does anyone know the base information we would need for Lightning? Thanks in advance!!
Post to Timeline Bug in Customer Goals --> CTA
I am running into what I think is a bug in the C360 layout beta. When I navigate to Customer Goals → CTA → Timeline I bump into a blank panel rather than the ability to post notes to timeline for the associated CTA. Please see screenshot below. Is anyone else running into this?
No Partial success status for tasks in Data designer
Hi Team,Currently we are observing in Data designer that when running a Data designer and if some of the records of a task have failed , the status of a task in execution logs are showing up as SUCCESS but it should in fact be Partial Success as some of the records have failed.It seems partial success status for a particular task is not implemented in Data designer execution logs yet and this could be an enhancement for future, Thank You!@sandeep_dugar @rakesh
Release Enhancements to Success Snapshot
Is anyone else having challenges with the recent release of enhancements to the success snapshot feature? My biggest issue is if I add a table report to a snapshot slide, I used to be able to easily adjust the table column widths.Now, it’s a bit more difficult:It’s hard to see the boundaries between headers After I save the custom column widths in the table report and I run a test, it doesn’t keep the custom column widths Updates I make to the report shown on a snapshot slide are not always show in the edit-template screen.
CS User Delete - PII details
In the context of the CS product, say an application user(CSM/Admin) has left your company and so the user now needs to be removed from the CS application. As this user has already done some activities in different product modules (say timeline activities),Here is the poll, Please select one of the options and feel free to add more comments below
Is it Possible to sort the data by custom fields on Gainsight home reprots ?
Hi Team,We have customized GS home page and in My Portfolio data is sorted by company names(Default). Is it possible to sort the data by other fields from the admin side so that end user need not sort every time when they login?
Customer Goals - Create via Rules Engine?
We plan to use Customer Goals in 2023. We have a number of ‘existing’ records that we’d like to recreate en masse as new Goals once we enable the feature. Is it possible to create a Goal record via Rules Engine? Or is the only option to have reps manually create the goal, via Goal Library or via manual entry? Thx.JJ
Here are some thoughts on Customer Goals & Success Plans!
Difference between Customer Goals & Success PlansComparison of Customer Goals & Success PlansThere are two distinct things: What are a customer's goals and what are we going to do about them?How Customer Goals Came to the Picture: The way we had success plans set up in the past (with an 'objective cta') we had linked the two of these. If it so happens that a goal would map to a single CTA and the duration of the goal equals the duration of the CTA and the tracking of the success of the goal is the same as the tracking of the progress on the CTA, then it all works. But in general, one or more of those things is likely not to be true. Independent Customer Goals : By separating customer goals into their own concept, we acknowledge that a goal exists even separate from a plan to help achieve it, and that a goal may be accomplished even if the actions are not completed. Conversely, all of the steps assigned may be completed without the goal being achieved, and a goal
X-org 2.0 - Need feedback
I am Shambhawi, currently working as the product manager for the X-org team.Our current focus is to solve the existing pain points for the X-org tool and make the user experience better.If someone is interested in sharing the pain points related to X-org please feel free to comment here.Things that we are looking for :1. What has been your biggest concern while using X-org tool2. What would you want to change about the tool(x-org 2.0)3. Any feature request for the X-org toolThank you in advance,Shambhawi
Consolidatioon name - My Total # of Customers - Breakdown
Hello1When looking at My Total # of Customers - Breakdown I noticed that the CIP customer reported twice with different names. I want to ask for their consolidation, how should I do it? Regards,Patricia Dos Santos de LimaAdvisory Customer Success Manager Architect, IBM Technology, BrazilGlobal Markets - Customer Success ManagementFone: 11 97100-1879
New Sightline Vault Solution “Executive Business Review” that will enable you to adopt a uniform process for conducting Executive Business Reviews.
We’ve launched a new solution in Sightline Vault that will enable your organization to conduct a well-defined Executive Business Review and ensure that your team communicates uniformly about value delivered and move-forward plans. This solution includes a Timeline Activity type, a Playbook, an Email Template, and automation business rules that make up the following workflow: CTA triggers with the steps to act on (in the form of Playbook) when it’s time for an Executive Business Review CSMs with up to 20 customers: quarterly CSMs with 20-100 customers: at least yearly CSM to log a Timeline activity with a Type of “EBR” If an EBR Timeline entry does not exist in the above time range, a Rule creates a CTA assigned to the CSM: “Overdue EBR”. The CSM can close the CTA when EBR is logged. You can access the solution from Administration > Sightline Vault > Customer Success Plays > Executive Business Review. After you import the solution, you can modify the assets to
Triggering a CTA
Hi, new to Gainsight but am I able to trigger a CTA from a change in the value of a field? Use Case: If the value in the Stage field on a Company is changed from Implementing to Go-live can this create a CTA for the CSM advising them of the go-live and to use the associate playbook to on-board them to Customer Success.Thanks in advance.Hark
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
Good looking Success Snapshots that have reports or metrics
I’m having a devil of a time adjusting my success snapshots to look presentable when embedding reports or metrics in them. I’ve seen the success snapshot tips and tricks on this forum, but I’m looking for practical examples where the end results look stunning and how you got there.
Gainsight app for Zoom
In Gainsight app for Zoom, currently only some sections are available for zoom like Attributes, Timeline, People and Scorecard. It would be helpful if we have a flexibility to change that. For example, Cockpit isn't available in the app but it would be really helpful to be able to create CTAs while on a meeting
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