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Create a lookup to current scores of scorecard MEASURES from Company (not just Overall Score)

1 day ago

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Replies posted by tim_schukar

78 Replies

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megan_germannRegistered User

asked in JO, Email & Notifications

Do we have the ability to upload an external email template?

You should be able to put most HTML into the email template by clicking on the insert HTML button on the email template. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190417at3-37-07PM-cfbfe1a1-4b1b-489a-a829-a80cb70a18c5-960840133.png[/img]You would then want to click back to the regular interface to edit with tokens/reports/etc. Just make sure you have absolute URLs for any externally served images. Thanks! Tim

4 years ago

yosune_baltraRegistered User

Report on most recent timeline activities for all accountsWorkaround Available

Hey Yosune - I would recommend creating an MDA Object to hold that last timeline entry information - something like Account ID (with lookup to Company), Activity ID, Subject, Entry Author, Activity Date, etc.. Seed the object with every active account ID. Then create a new rule that pulls all timeline activity entries (can time box this after the first run). Next, perform a transformation step to group by Account ID and show Activity Date (MAX). Finally, use this Max Activity Date to Merge back to the original timeline entry dataset and pull out the needed information on the specific Max Activity (Subject, Author, Activity ID, etc.). You can set to run this per your specifications. Finally, create a dashboard off this new MDA object with global filters to allow for targeting of individual accounts and/or last activity within a certain time frame (e.g. over 30 days ago). Let me know if you have any queestions? Thanks! Tim

4 years ago

elisa_pelegrinaRegistered User

asked in JO, Email & Notifications

Removing participants from program in JO if they are opted-out mid-way

If this is one-off enough, you can also go into the participants list and hit the trash-can icon next to their name to get them "knocked off" the journey.

4 years ago

justin_billsShoshin

asked in Reports & Dashboards

Create a Report that pulls in emails sent from Programs with the Account Managers

Hey Justin - The Email Logs object allows for Scheme edits. I recommend you edit the Account Id field and do a lookup to the Gainsight Company Object. Try that and let me know if you have any questions? Thanks. Tim

4 years ago

lyne_therienTeam Captain

asked in Rules & Permissions

Rules firing upon a specific condition

Hey Lyne - This is the exact use case of the events framework. You can have your SFDC team set up an SFDC trigger to fire the event to Gainsight upon case closure. Gainsight would then immediately fire off the email (or run a rule). Check out the link Denise sent and let me know if you have questions? Thanks! Tim

4 years ago

manuel_damianRegistered User

asked in Timeline

Timeline - activity type limitation

Hi Manuel - Best practice is to look at Activity Types as "buckets" that require different meta-data from the other activity buckets. For instance, you could have an Executive Meeting Type, a Operational Meeting Type, an EBR/QBR Type, etc., but in reality, these are all of type "Meeting." To separate these out for reporting and CTA triggers, add a meta-data drop down field named "Meeting Type" and list out the various types of meetings that you are trying to differentiate. It's easy to combine activity types if you look at the required meta-data you have on each type. If multiple types have the same meta-data (i.e. Subject, Duration, Internal Attendees, External Attendees, Meeting Type, etc.), you likely can combine them into one Activity Type and segment by adding a drop down field. If there is something specific to that activity type (e.g. ROI Activity has percent complete field), then it likely requires its own Activity Type. Make sense?

4 years ago

darkknightGrand Slammer

Handling Gainsight changes when Salesforce account changesAcknowledged

If you are using Scorecard 1.0, you can update via SFDC DataLoader. If you are using Scorecard 2.0, you have to submit a ticket to GS Tech Ops to move them... :/ Sorry Jeff!

4 years ago

tony_taoTeam Captain

asked in Rules & Permissions

Set renewal date to 30 days before contract end date?

Hey Jeremy - You can actually do this via the action section by clicking "Add Custom Field" and adding/subtracting days from rule run date: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181017-39953-cp6xy1-Screen_Shot_2018-10-17_at_12-00-01_PM_inline.png[/img]

4 years ago

olavo_zapataRegistered User

Suggestion about workarounds to create CTA by rule with a specific Due dateWorkaround Available

Interesting. It sounds like you are not triggering the process. For the object selection, do you have any criteria or is it upon creation and/or modification? Usually, the first step to troubleshooting these PBs is to make sure it fires and look at the resulting error.

4 years ago

olavo_zapataRegistered User

Suggestion about workarounds to create CTA by rule with a specific Due dateWorkaround Available

Hey Olavo - Are you getting an error from SFDC when this process is triggered? If not, and the due date is not getting updated, you are likely not triggering the process. What does the update step look like? Thanks! Tim

4 years ago

darkknightGrand Slammer

Handling Gainsight changes when Salesforce account changesAcknowledged

Hey Jeff - This is a sticky one... For the SFDC Gainsight objects, you can update them via DataLoader by performing a pull on all records you need to change, using Excel to do a vlookup and swap out SFDC Account IDs and then performing an update via DataLoader to repoint those entries to the correct account. For [i]some MDA objects, you can create a lookup table in MDA (e.g. Bad SFDC ID, Good SFDC ID) to use with bionic rules to update accounts. E.g. Pull records with bad accounts, pull lookup table fields, merge on the bad SFDC Account ID and only populate the resulting dataset with the good SFDC ID. You can then use the actions to update the MDA objects. Finally, for things like Timeline Entries, you have to submit a ticket to Gainsight Support and our L2 team has to make the change. To do this, they will request: activity_id (timeline activity id), new_id (New SFDC Account ID), new_gs_id (new Company Object account ID), label (Account Name) and context (Account, Relations

4 years ago

nancy_burdzelRegistered User

asked in JO, Email & Notifications

bill_davisRegistered User

asked in Surveys & NPS

Updating NPS Survey Flattened Object

Hey Bill -  GS created, flattened MDA objects are non-editable.  If you need to edit/add additional fields, I recommend creating another MDA object and copying the data over.  Let me know if you have any questions?  Thanks! Tim

5 years ago

angela_mckayRegistered User

asked in Cockpit & Playbooks

What is the quickest way to push out a CTA to all CSM for all accounts?

Ah!  Understood.  Yes, I would recommend the Journey Orchestrator route with an email campaign for the lower/mid-touch customers.  However, if you want that personal touch for the high-touch segment, I would recommend creating a CTA with an Email Assist task that would be pre-formatted with the requisite Release/Sunset/Upgrade verbiage and links.  That way the CSM can start a conversation with the client without too much additional "busy" work.  Make sense?

5 years ago

angela_mckayRegistered User

asked in Cockpit & Playbooks

What is the quickest way to push out a CTA to all CSM for all accounts?

Hi Angela! Welcome to GS Administering!  (It's terribly addicting.) : ) What is your use case for the CTA?  I would caution against a blanket CTA except under the strictest of circumstances. Ideally, CTAs should be triggered "by exception" and used to focus the CSMs attention on a task that needs immediate dispositioning.  If the CTA is an admin task (e.g. Schedule QBR) across all accounts, it will be noise and will be ignored. But to your question, the rules engine would be the fastest way to do something like this.  Steps would be: 1. Create BR "CTA - [Descriptive CTA Name]" 2. Dataset: Pull Account ID, Account Name, CSM Name, etc... from all Status = Active from Customer Info Object 3. Action: Call to Action Let me know if you have any questions or if I can help narrow your use case?  Thanks! Tim

5 years ago

faelan_herriottShoshin

asked in Surveys & NPS

Open Questions Around Survey Functionality

JO is the facilitator for the surveys.  You would still create the survey in "Surveys", but then craft the delivery of that survey via JO.  That data would still flow into the C360 as normal.

5 years ago

faelan_herriottShoshin

asked in Surveys & NPS

Open Questions Around Survey Functionality

Hey Faelan!   My guidance is below.  Let me know if you have additional questions/clarifications? 1. Yes.  When you send a Program via Journey Orchestrator, you tie in the Account ID (and likely Contact ID) when you build your participants list.  You can then view analytics by program, by Account or even by Contact. 2. Yes.  You can either have a survey question response feed a health score (e.g. Likelihood to Renewl) or you can have participation in a survey provide an engagement health score. 3. Yes.  We have the concept of Related Objects that can tie the survey to a specific "transaction" - be it a Case or some sort of Engagement. 4. We recommend using JO for ease of use and flexibility.  For this particular use case, you would build a dynamic entry list that would look for any client that has gone live "X" days ago and start the program.  Then based on calculated fields (e.g. response to a survey), you can provide logic that either

5 years ago

katie_bChampion

Search by account name, not just relationship name when logging an activity in Global Timeline to thImplemented

Hey Katie!  Would this do the trick: [url=https://community.gainsight.com/gainsight/topics/configure-timeline-search]https://community.gainsight.com/gainsight/topics/configure-timeline-search[/url] This way, you could configure which fields would show up in the "Relates To" search field to more narrowly dial in on the Relationship.

2 years ago

jawTeam Captain

asked in Cockpit & Playbooks

Service Now Ticket CTA and Reporting

Hey Jasmine!  Both of your options would be doable.   Does your MDA/CSV also contain the SFDC Account ID of the Account?  If not, you'll need to write a rule to write the SFDC Account ID to the associated Account Name in the MDA object (Assuming they match).   Within the MDA Object schema, you'll need to add the "Account ID" field of type "SFDC ID" and map it to the Account ID on the Account object in SFDC.  This will allow you to target this MDA object with the rules engine and trigger CTAs and/or JO programs for any thresholds (number, priority or age) that are met. Let me know if you have any questions on the above and we can jump on a call?  Thanks and good luck! Tim

5 years ago

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