Other CS Features
Share your questions and best practices on all other CS features here.
- 281 Posts
- 626 Replies
The search tab in the Customer section of the engagement tab doesn’t allow us to traverse with ease. For searching for a customer on page 2 we will need to redirect to page 2 we can’t perform a search and get results from the entire dataset. Using the filter can be a hassle sometimes. Is there a way we could search for the customer by searching the entire dataset rather than just the current page. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/inline201281343-5fd14ddf-dc10-4872-95db-7f99138b8406-1972589796.png[/img] Using the filter to search for Accounts can be a hassle sometimes. Is there a way we could search for the customer by searching the entire dataset rather than just the current page.
Hi! I could really use some help on creating the logic to trigger this CTA. Goal: To fire CTA if the account has had 3 months in a row of 'risky' healthscores. For our instance, I am just trying to look at the overall score instead of each individual measure. So, if the overall score for the account was under '40' for 3 consecutive months, I would like to fire a CTA for the CSM. I'm working off of the Account Scorecard History MDA object. The current problem I am having is that the logic will pull in accounts that have had a 'risk' healthscore at least once in the previous 3 months but otherwise have been above that. So, I don't want to fire the CTA for these accounts. I think I need to use a few more steps in the rule but unsure on how to proceed. Is there a Transformation task I could leverage which would look for that healthscore to be risky for 3 straight months? Any help would be appreciated!!
Currently Sally will only query data if the name that is entered is the full name of the account inside gainsight. For accounts that have a long name it would be nice if in the future you could abbreviate the name so that your search in sally isn't so long. You're also less likely to mess up the spelling of the account sense it has to be word for word. :)
Hi Team, Any chance you would reconsider the strikethrough UX of the done CTAs? I feel like it's very messy so I reload it everytime I mark a CTA as done and this takes superlong. Have you considered the UX of Wunderlist - https://gyazo.com/d4b60d3b934e4d9d08851cc4d270bda5 ? Works like a charm! thank you!
Hi everyone, This is a pretty complicated thing to explain so hopefully I don't make a mess of it! We provide one to one online training sessions for our clients that they can book anytime. We bring data related to these training sessions into the MDA (who gave the training, what was the training type, what time was the training etc). After the training is finished I would like to send out a GS survey to get feedback on the session, however it is necessary that this feedback can be broken down later to be specific to trainers and training types (we have 15 training types in a dropdown). How do I relate these survey results to the trainer and trainer type for reporting purposes? If this information is included in the object we source our power list from, can it be broken down in Reports? Thanks for any help! Faelan
Wasn't sure of the right place for this to go, but there's an incorrect link in the Gainsight Go Documentation for Gainsight Calls to Action and Playbooks Sample Workbook. https://support.gainsight.com/Cockpit_and_Playbooks/Examples_and_Tutorials/01_Gainsight_Calls_to_Action_and_Playbooks_Sample_Workbook The first link for Configure Cockpit: CTA Types, Reasons, Priority, etc. takes you to Configuring Cockpit Tasks instead. [url=https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Configure_Cockpit_Tasks]https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/Configure_Cockpit_Tasks[/url] Let me know if there's some where else I should submit.
We are building out a 1:Many, Tech Touch CSM model in FY19. I was curious if anyone has created job descriptions/titles that align more with this model? An example, Customer Success Analyst versus a CSM. What titles and skills are key for implementing this model?
Editing and creating success plan templates as they exist is sub optimal. Pretend you have v1 of a success plan template. Said success plan has: Prepare stuff Do thing A Do thing B Execute C (in our case, some of our success plans are 12 + objectives long) Later, you realize through some post mortems that it should go B then A. Hurray! You now have to recreate the entire success plan from scratch. I would suggest: * Allowing reordering of objectives (drag and drop, similar to capabilities in playbook editing for example ... or rule chain) * A save as button .. so you can save SuccessTemplateV1 as SuccessTemplateV2 for example (much further down the line the ability to detect those success plans using V1 and automatically upgrade them to V2 saving current status of CTAs, any things that had been added to the instanced Success Plans, etc.)
Hi guys, I have 2 points here about of Gainsight with Salesforce Lightning 1. When we try to access the customer info page layout shows that have an error. Print1: [url=http://prntscr.com/k5r8m6]http://prntscr.com/k5r8m6[/url] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180712-60747-ze683-image_inline.png[/img] 2. In the lightning top screen, there isn't an arrow menu to access the Setup as we have in the classic mode. a. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180712-108122-122m8w1-image_inline.png[/img] b. (classic) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180712-95532-1dlijtb-image_inline.png[/img]
We are using Sally to look up details on customers and the more of the actual name you type in the less likely Sally is to find it. What is Sally using to locate Customer? Anyone else experiencing this? See example below. We have several where actual customer names are not recognized but partials are. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180531-107855-bfac4o-image_inline.png[/img]
When I use the new Help Center (aka Pendo) to search for documentation, and then I click to a piece of documentation, it sometimes opens the page in the same tab. To avoid losing any work I'm doing, or even simply forcing me to navigate back to where I was, it'd be great for that documentation to open in a new tab. Screen recording: [url=https://cl.ly/1C3U0P3u0U1w]https://cl.ly/1C3U0P3u0U1w[/url]
Is it possible to have Sally's "Summary for ...." search be based on something other than Account Name? We use an internal ID to reference clients and although there are some that match company name, most don't. I know this internal ID is housed under the Account object in our SFDC instance so I'm hoping we can simply point to it versus Account Name.
I had a colleague just ask me for Sally access, which is great. However, her first experience with Sally was the error message, which is not a confidence-building experience: Access Denied ❗Hi @sbolt, I am sorry, but you do not have access to this feature. Contact your Gainsight admin to get the access.Suggestions: [list=1] [*]Ideally, this message would have a tone of encouragement (instead of a tone of "Computer Says No"). This person has taken it upon themselves to try Sally for the first time. Thank them for that, encourage them to get access, and give them a quick overview of what they'll be able to get from Sally when they [i]do have access. [*]There are two spaces between "access" and "to" [*]"to get the access" is awkward phrasing[/list]Thanks as always!
I've recently configured Sally for our Slack workspace and setup my user account through Gainsight. However, when attempting to pull any information from the bot it fails to return any data. For example, the command 'my ctas' will return "No CTAs Found! We could not find any CTAs associated with your id. Please contact your Gainsight Admin to know more." I've setup test CTAs so I know there is valid data to pull into Slack. The command 'summary for <company name>' will return "Didn't get that! Looking for some information? Try following options". Please let me know if anyone else has had this experience.
When in the Gainsight Home page and having filtered for just my customers, the Customer Status window reflects 'Showing 1-17 Records' (this being the number of my accounts), but the window is too small to display all at once. This results in a scroll window, which is infuriating since the scroll will default to the entire page. If I want to scroll the page I have to position the mouse just correctly, and if I want to scroll the window I have to barely move the scroll on the mouse/trackpad without it moving the entire page accidentally. This is awful product design and impossible to work with. Is there a way to change the Customer Status window to auto-fit for the number of entities populated there? Additionally, the column widths in the Customer Status window table are all wrong, but when I adjust them to fit the content they do not stick. Everytime the page loads the column widths have defaulted back to an insane setting. Is there a way to set a preference? Are there any personal pref
One feedback from CSM's (and something I agree on) is that the new color scheme on graphs make it significantly harder to see data points, especially the dark text magenta background (Attaching screenshots for comparison). Karl Rumelhart mentioned customized color scheme for graphs during the Product Roadmap showcase at Pulse, is this something that'll be made available to the Early Access customers? [b]Pre-5.0[/b] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160601-18052-uhikkd-_WE_Total_WAU__Lst_8_wks___9__inline.png[/img] [b]5.0[/b] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160601-73867-i7mifl-Screen_Shot_2016-06-01_at_7-57-04_AM_inline.png[/img]
One of my customers has users that primarily access Gainsight via their iPads, because they are working with their customers on the road. They pointed out that many screens are not useable on iPad and are wondering if we have plans to overcome these usability challenges. For example, a lot of the icons used in Cockpit are too small to “click” with your finger. For instance the 1 and the Pencil here are really hard to click in Linked CTAs: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171101-26012-13bruli-Screenshot_at_Nov_01_15-33-06_inline.png[/img]
Hey Team -- loving getting to know Sally, but she has a bug when she offers up more buttons like "Health Score", "Surveys", etc. clicking on the option fails to reveal the data. This always fails in the the app, but occasionally works in the thread section
I've learned that Sally doesn't support custom Activity Types from Timeline. (via support ticket #30362) I'm sorry to say that this makes Activities via Sally useless for us, since we're using custom activity types almost exclusively. I was really looking forward to letting our execs see so easily what a CSM has been doing with a customer! Is it on the roadmap to support custom types? This is how Sally looks when you only have activities with custom types, which is an unfortunate user experience: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170929-108493-e9yqex-screenshot_inline.png[/img]
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.