Other CS Features
Share your questions and best practices on all other CS features here.
- 275 Posts
- 623 Replies
In Sally for Slack, after I import new users from their Slack Avatar, they get added in the Users List as disabled. I understand that this is expected behavior (per support ticket 29439), but it may make me lose my mind. [b]The lesser problem:[/b] For a first-time user/admin, this is not intuitive. In the Avatars tab, I import the Avatars, then try to Enable Sally Access for them, but get an error (screenshot: [url=https://cl.ly/3g3g083q0y0r]https://cl.ly/3g3g083q0y0r[/url]). This error message doesn't give me enough info to know that I have to switch to the Users List tab and enable the users. [b]The bigger problem:[/b] Enabling users is burdensome. Consider that I'll have to do this for my entire sales, professional services, support, implementation, and executive teams: [list] [*]Scroll/page/search through the Gainsight Users list, looking only for the users who I just imported from their Slack Avatar, and skipping the many users who are [i]not
Since the update to Sally Slack admin UI, I haven’t seen an update to the documentation, which still shows the old view. https://support.gainsight.com/SFDC_Edition/Sally_AI_Bot/Admin_Guides/Admin_Configuration_for_Sally The new interface isn’t as intuitive and I’m not really sure how to add users to Sally in Slack. I provisioned users with Standard permission set and even tried to load users and set them as “Active” once the screen somehow magically appeared, but that didn’t do anything.
Curious to know whatever happened to “Enablement Engine”?At a previous company I was given a walkthrough/demo and it was slick… but considered too much of a “nice to have” to justify the cost.If EE was a core, cost-free Gainsight product, I know we would use the heck out of it. And the better job we do enabling our end users, the more effectively they will use the platform, the more efficiently we can maintain the platform, the stickier Gainsight will become as a mission-critical platform and that would translate into smoother renewals and upsells…. right?I’m sure there are support/dev concerns...but just seems like having more insight to how the platform is being used AND having the ability to enable users directly in the tool would be a no-brainer?Raise your hand if you’d use EE if it was included.
We just rolled out Sally to our entire Customer Success organization and are considering rolling it out to the broader company, so non-licensed users can have access to view what CSMs are working on. Is there a different level of permission for non-licensed users? Would a non-licensed user be able to add timeline activities and update CTAs? We would prefer to prevent individuals outside of customer success from making any changes
I want to build a Quick Insight report for renewals that are owned by the user that is running the Quick Insight. Using a Data Filter of Owner ID equals Current User results in No Data being found by Sally. Changing the Filter to be All Users, finds all Renewals and the query filter can be used to specify the user BUT it would be handy if Current User could be used in the Data Filter so that there is one less step for the end user in Slack. I believe Current User doesn't work because the Slack user is not the same as the SFDC user - so the data filter works but doesn't provide meaningful results because there is no lookup of the Slack User to find a matching SFDC User.
Segments can be created to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria using source objects. These Segments can later be used as one of the Source types, to add participants in Programs.Detailed documentation,https://support.gainsight.com/SFDC_Edition/Journey_Orchestrator_and_Email_Templates/Programs/Segments*As of today, Segments can be used only to fetch participants in the Programs, but they’ll be available for Rules and Reporting in the future releases. Usecase1: Inform all the SEA region CSMs regarding the upcoming summit!Fetch list of companies from a particular region (ex. SEA region),Create Segment with Source ‘Company’ Select the required fields Apply filter on region Schedule the segment to run at a desired time.Usecase2: Inform all the admins regarding the upcoming release and new features!Fetch list of Admins only,Create Segment with Source ‘Company Person’ Select the required fields Apply filter on Role Schedule the segment
Will the Person and Company object lookup APIs work similarly for GS and NXT. I mean, if one client is able to provide with access key and domain URL for Gainsight GS and another client is able to provide access to their access key and domain URL. Then will the same code to access Person and Company object work correctly? OR are the APIs different for GS and NXT
Our product team is frequently improving the mobile app and addressing issues. You can read about the most recent release details [url=https://support.gainsight.com/Release_Notes/Current_Release_Notes/CS_Patch_Release_Notes_Version_6.3.X_series#Mobile_App_Version_1.1.1_(June_7)_and_1.1.2_(June_21)]here[/url]. Please continue to share your feedback on the new Gainsight mobile app here in the Community!
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
Couple of my customers have business use cases where they want to have nested objectives under main objective in SPs. They tried implementing one SP with high-level objectives and listed the sub-objectives under tasks; but this structure wasn't suitable for them and could not be utilised efficiently. Therefore, they had to create multiple SP to track one program.Can we expect any SP functionality that gives a nested structure to objectives?
How does everyone assess the performance of their CTAs in order to determine if they’re helping achieve desired goals and find continuous improvement opportunities? How do you do root cause analysis to find problems and come up with solutions? Any go-to reports, dashboards or other methods? Thanks!
Message from a CSM: "In Cockpit there is no ability to view CTAs by a specific owner. Previously we could view CTAs owned or assigned to a different team member, this option is no longer available. The only options available now are “My CTAs” and “All CTAs”. This was very important if the default owner is out of the office and new CTAs need to be assigned. " Context is we manage accounts by regional teams so, we rely heavily on this function.
Gainsight has now redesigned the Success Plan, powered by Gainsight Horizon Design System. The Horizon Design System simplifies the product and improves customer experience in every way possible such as improving existing functionalities and adding new enhancements.MPORTANT:The toggle option to enable Success Plan Horizon Experience is available in the Administrator > Success Plan page. After enabling Success Plan Horizon Experience, admins cannot roll back their tenants to the Old Success Plan. If existing customers choose NOT to upgrade existing Success Plan to Horizon Experience, they will have 60 days time from July 03, 2021 to continue the experience with existing Success Plan and familiarize with the upgrade through various related articles listed here. After 60 days, all existing customers are automatically upgraded to Success Plan Horizon Experience. For more information on the redesigned Success Plan, refer to the Success Plans Horizon Experience section in this release no
Getting mixed feedback from the team on the SF toolbar being automatically collapsed on each page. It's especially frustrating when you click from one page to another, and its collapsed again, so you have to un-collapse it to go somewhere else. It's something that takes some getting used to, but I'm definitely hearing some noise about it.
I want to be sure this gets picked up as a problem: Filtering by Assignee=AM Name is not working. When you select Other User and enter a name, the UI does not come up with a list of users to select from. This makes me think the field is taking a text value when it really needs to link to the user's record by ID. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160603-43714-eq51wm-Filter_by_Assignee_inline.jpg[/img]
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]
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?
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