Other CS Features
Share your questions and best practices on all other CS features here.
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If I filter on a multipicklist field in my program by doing ‘Excludes’ and select the values that I want to be excluded from the query, you’d think that would bring in any account that doesn’t have the excluded value.But after troubleshooting why certain accounts weren’t meeting my criteria I realized that it was due to their field value being null. Essentially if you are filtering a multipicklist field, it limits the audience to only the accounts that have a value in that field and any account with a null is not considered in the filter logic. You’d think by definition an account with a null value meets the criteria because it does not have the excluded value. This is not at all intuitive to a user.
The Adoption Explorer (AE) APIs are organized around REST (Representational State Transfer). These APIs allow admins to fetch the Project Log details up to Job and Sub Job levels. Admins can also fetch the data process/load information of a job, sub-job, and Company data resolution details with csv links.Example Business Use Case: All the teams who benefit from accessing AE do not always use Gainsight. Such customers expect better Gainsight integration with the systems of their choice. In such scenarios, AE APIs allow customers to access and check the AE job statuses from their external systems. Customers who have the development resources can use these APIs to build tighter and more customized integrations between Gainsight and other systems they use. For information on how to use these APIs to fetch the required AE Project Logs, refer to the following articles:SFDC Edition APIs NXT Edition APIsFeel free to post any feedback/suggestions to email@example.com. /Happy Posting!
Data Designer has been recently enhanced with a new capability called Pivot, in both SFDC and NXT editions. In a dataset, the Pivot task transforms the data available in a single table column into multiple columns in one go. The Pivot task creates a column for every unique data value in the table column. This enhances the data summarization process to get better insights into the data.Example Business Use Case: A Customer Success Director wants to find patterns in CTA Type by CSM and optimize CTA Types, and so on.To use the Pivot functionality, navigate to the Administration > Data Designer > Open a Dataset > click Options > click Pivot.The following are the key benefits of using the Pivot task:Summarizes data easily Makes data analysis easier Assists in finding data patterns Helps in making decisions fasterIf you wish to learn more, please look into the following doc resources:SFDC Edition NXT Edition Feel free to post any feedback/suggestions to firstname.lastname@example.org. /Happy
Admins can now fetch, create (with or without Objectives), update Success Plan, and get Success Plan configurations using Rest APIs.Success Plan helps admins capture, track activity, and share progress on the customers’ key goals using Objective CTAs and their associated Tasks, but not all teams who benefit from accessing Success Plan always use Gainsight. They might have systems of their choice and expect Gainsight to integrate better with them. Customers who have the development resources can use these APIs to build tighter and more customized integrations between Gainsight and other systems they use. These APIs give Admins the capability to integrate Success Plan data and build out these workflows in other systems. For more information on how to use these APIs, refer to the Success Plan APIs article.Example Business Use Cases:Capture your customer’s strategic goals and easily share progress updates with them. Automatically trigger Success Plans at important milestones in a lifecycle
In all the Gainsight PX enabled projects, admins can now trigger backfill/historical data from PX seamlessly using the Trigger backfill from Gainsight PX toggle switch. Once this option is enabled, the system automatically regenerates the historical usage data from Gainsight PX and by default loads/runs the data to Gainsight CS.Example Business Use Case: For instance, whenever a feature name is modified or a feature event gets realigned in the Gainsight PX product tree, the Start Backfill action in Gainsight PX automatically realigns and reconfigures the usage data and provides the insights accordingly on the PX side. Also, from that day onwards, all the changes in the usage data gets reflected in the Gainsight CS seamlessly.If you wish to learn more, following are the doc resources:For SFDC Edition Users: refer to the Backfill doc. For NXT Edition Users: refer to the Backfill doc.Happy Posting!
In all the Gainsight PX enabled projects, with the new capability added to the Project Settings page, Adoption Explorer can now seamlessly pull the newly fixed/updated Parent Group ID on the Gainsight PX side to Gainsight CS, after the job is run. This action cleans up the “Default” data (Default External Company ID and Name) at the Instance level and also updates the historical data. This enhancement impacts the Adoption Explorer projects in the following ways:New PX Projects Existing PX Projects Non PX ProjectsIf you wish to learn more, following are the doc resources:For SFDC Edition Users: refer to the Enable PX in Adoption Explorer doc. For NXT Edition Users: refer to the Enable PX in Adoption Explorer doc.Happy Posting!
Looking to leverage the Cross-Org Migration tool and I'd like to hear from anyone using it in regular practice and hear about your successes (and failures) with the tool, gotchas you've come across, caveats, any words of wisdom, etc. Our first experience with it didn't go so well.
A customer has multiple scorecards applied at different stages (Adopting, Implementation, New Customer etc.). They want to create a rule that can copy the current score of different measures to the appropriate field in Salesforce.Problem is that it hard to know which scorecard is currently applied to the customer. 1. Unified Scorecard fact - company: This object holds data at the scorecard level. So for a given account, multiple scorecards might be applied at different stages and hence this object holds all the details of corresponding scorecards.2. Company: Whereas Company object holds data for a given company and the current scorecard that is applicable for it.Hence I have added a filter to the transformation task in the rule where it says Unified's scorecard name = company's scorecard name this will let us filter the current scorecard's measures.@minh_phan , please consider adding this information in the documentation so that it is easily searchable.Thanks @shivani for the help here
Hello All, I am working for granting access of Company records on the basis of regions and sub-regions(Fields created on user object) as per the business requirement. However while working on the sharing rules I reached the limit and the system is throwing error that the sharing rules have been approached the limit of 10 rules. Could anybody please help me which approach should I follow to overcome this issue. ThanksManik
Gainsight has introduced the following new feature and solutions in the Gainsight 6.21 release:Filter Solutions in Sightline Vault by tags, type of assets and publisher name to find the required solution. New Solutions Added in Sightline Vault: Advocacy Tracking, Sales to Onboarding Handoff, Welcome Email (Digital Led), Exec Dashboard, Sentiment Tracking, New Executive (Digital Led), and Executive Business Review (Digital Led).For more information, refer to the Gainsight NXT Release Notes 6.21 January 2021 article.
Admins can submit an idea for new solutions or to enhance the existing solution available in the Gainsight Sightline Vault. After you submit the Solution idea, a Gainsight representative will get in touch with you for more details and further process.Business Use Case:If you have created a solution in your org which you think that might help other Admins or CSMs, then you can share the idea with us. If you have installed an existing solution from Sightline Vault, and think that it can be improved, then also you can share the idea with us.For more information on how to Submit an Idea to Gainsight, refer to Submit a Solution Idea section.
Can’t find any documentation on validity on GainsightGo and had a few questions. I see that there’s a visual display when the score is past the validity date, but does anything else happen automatically once that period is passed? Do we stop using that score in the scorecard calculation? Does any sort of notification get sent out (i.e. email or CTA)Then, curious about use cases. We are considering it for sentiment and then, potentially for NPS and/or CSAT as well. Would anyone be willing to share where they use it and how effective it is?
Here is a quick video about Sightline Vault which explains the major components of Sightline Vault.Admins can install solutions from the Sightline Vault to incorporate best practices into their Gainsight instance and reduce the amount of time needed to configure the settings that they need. Learn more...
I’ve read and watched documentation on Adoption Explorer, and just want to start small. It says to use the Company Information object to store current snapshots eg: Page views last 30 days, last login. So I want to see if I can use it for Last Login. I’ve read, I’ve watched videos, but still am unable to get any data. It successfully can locate the data (can view it in preview after running), but always says zero records are valid. So I’m guessing it’s related to the criteria - and I noticed for date/time it automatically adds criteria to validate if empty is true. Anyone used it successfully to capture last login? Would appreciate any help!
I’m in the beginning stages of setting up Adoption Explorer. One question I have is how to convert some of my date fields to boolean. Our situation, is that we have easy access the last used date for certain features. We want to use those dates to say if the date is within the last 3 months/6 months/year, then checkbox = true for the customer using that feature.I thought I’d be able to do this via a Derived Field and Case Function, but for date fields I either have to compare to a specific date or another available date field, there is no option for last year, subtract 90 days, etc. Is there another function type that can get me to the end result I’m looking for? Or do I need to have our data team do this calculation prior to bringing in our data?
We have implemented a Customer Journey where we take the Customer through different milestones starting from the time a deal closes. It’s similar to what you see in SFDC where an Opportunity moves through various stages. Is there a way we can represent this pictorially in Gainsight?
Hi Team,This is regarding the company Intelligence. Currently we can see some times we are receiving more than 1 article for a signal . Which is good and relevant signal, having more than 1 article but it is unnecessary to show more than one article. Do we have any plans to restrict them to 1 ?
From the customer “Below are the few examples: We would like to put a request in for customizable actions from the drop-down menu from People maps contact cards. Currently, our only options are: Add direct report, Add manager, View details, add influencer and replace.We would like to add other action or data inputs which may include ADP specific scoring (engagement score) or programs that the client might be involved in. (we have committees that clients can be part of)”
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