Recently active topics
Gainsight Assist for Chrome extension: Empty Email Template Folders DisplayNo Status
Hello!We have many Email Template Folders but most are not applicable to Gainsight Assist and are not necessary to display to users in Gmail.My Idea for an improvement would be to Hide (and not display) a folder if there are no available templates within it.This would save screen space for users by not showing them a list of many irrelevant folders. Also they have a tendency to ‘hunt’ around and click on these ‘empty’ folders. Displaying only relevant folders, with actual usable templates would save users time and clicks. Also, (cramming another idea in here) would it be possible to have the plugin match the Theme of a Gmail inbox as set in the settings? Right now this plugin always displays as a white bar, with an additional white header bar, even if the Gmail Theme is set to a different color. Thank you,Ben Wanless
Please make Sandbox Dependency Checks AccurateNo Status
This is in fact a real post. I submitted a ticket Feb 2023 noting that in our Sandbox environment, Data Management>Dependencies did not yield accurate results. It has now been confirmed this is NOT a bug and in fact a sandbox specific product enhancement request. So, here we are. My request is simple: Please make dependencies in the Sandbox accurate.If the ‘why’ is not self evident here, please see me after class :) @anirbandutta semi-related but should we have “Sandbox” as a product area for community here?
Hyperlink to dashboardsImplemented
I should be able to link my managers and executives to Gainsight dashboards. My leadership team struggles to leverage and adopt Gainsight because they cannot easily find and navigate to what they need. When they discovered that there was no way to send a link to a dashboard they were shocked as this is a pretty basic function of most tooling. Having my C-levels underwhelmed with the tool is sad for all of us.
Product Mapping - Identify features with 0 usage
Once we have setup our product map (100s of pages and features) we had done spot checks to identify that things are working as expected while we were mapping. However, after some time we have come back to now report on the usage. We have identified that some of our feature rules must be configured incorrectly as some features have 0 usage logged against them. I am trying to find the best way to identify all of the features in our product map that have 0 usage. So far the only idea I have is to use the feature adoption report and traverse the 100’s of paths. Example after traversing down this path (see image) I see that the Permissions and Approval Criteria modules are empty of usage. Those would be paths that I need to investigate to find the feature that has 0 usage.This example has the limitation that there could be other 0s in the other paths (which there are). So I am looking for a way to see all the “features” (lowest level leaves on these module/feature branches) and their usage
Success Snapshots Office Hour on June 28, 2023
Gainsight’s Success Snapshots enables admins to generate PowerPoint presentations and Google Slides with customer data and graphs directly from Gainsight to help CSMs run more efficient customer meetings (such as EBRs and QBRs). Do you want to learn more about implementing and working with Success Snapshots including best practices and use cases? If so, join us for an interactive Office Hour on June 28 from noon to 1 p.m. ET to answer your most pressing questions about Success Snapshots. Click the link below to register today and submit a question you would like to discuss during the session. https://lnkd.in/gW2TXBbQ
Horizon Rules and IDsNo Status
I mentioned this in a comment in a separate post a few months ago, but thought it worth calling out again here. In Bionic Rules, you can filter on specific IDs throughout a rule, including in Case statements like the below:(The redacted parts are SFDCIDs) In Horizon Rules, that is no longer possible as any ID field just becomes a lookup. It looks like this:Note that not only is it a lookup, but if you want to add another field or see your full result you’d need to scroll over, but I digress> The issue with the lookup, is if you need to key in a specific ID. In my case, I need to intercept data from an SFDC account and change the SFDC AccountID before my actions. Now, I need to use the contains operator (haven’t tested if that works) or filter for one of the many possible account options (there are duplicates, hence the issue) and test until I’m confident I’ve got the right one selected. I’m guessing that this behavior isn’t going to fundamentally change, but my ask here is can we fi
Introducing the #2minHowTo: Share Your Gainsight Expertise in Just 2 Minutes!Blog
Calling all Gainsters and customers to join this community challenge to share their expertise! ⚡✨ Join the #2minhowto and be part of our community's success story!👼We've been featuring customer spotlights that highlight how Gainsight solves real business challenges, from seamless onboarding to driving long-term growth. We've seen the power of sharing use cases and frameworks that work.💡 Now, it's your turn to shine! If you're a Gainsight enthusiast with valuable insights and expertise, create a 2-minute video showcasing how you leverage Gainsight's powerful platform (Customer Success, Product Experience, and Digital Hub) to drive business success. Share your tips, tricks, and best practices for automating processes, analyzing customer data, and boosting engagement.😊 Post your video in your preferred Gamechanger community area(depending on the content) using the hashtags #2minhowto. You'll connect with like-minded individuals, inspire and exchange ideas, and contribute to the growth
US Admin Office Hours (Thursday session) - 06/01/23 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread
Hello everyone! This thread is for today’s Thursday Admin Office Hours session on Thursday, June 1, 2023 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, June 1, 2023 at 11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meetinghttps://gainsight.zoom.us/j/98240490183?pwd=NUsxRUplVjFOdDRKQ1BJV0NSMTJXQT09 Meeting ID: 982 4049 0183Passcode: 966630 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/adeoYGd3BA
Timeline from CTA ReportingUnder Consideration
Looking to do some reporting on Timeline activities associated with a CTA, and from what I can tell, it looks like I’m going to have to use Data Designer to get to what I want. Use Case: Would like to be able to report on the following things:# of activities tied to a specific CTA (I can get this with Context ID, but I’ll have to do a Data Designer to show the CTA Name) amount of time spent on a CTA based on summing the duration field on the activities associated with that CTAWould be great to have the CTA Name associated with the Activity Timeline object so that we could do this without having to build it out.*I don’t think this is possible today, but please feel free to correct me if I’m wrong.
Ability to Choose Fuzzy or Exact Search in C360No Status
I’ve never noticed this before, but it seems that the C360 search bar defaults to a “fuzzy” search. This is fine for the most part, but it’s become a little annoying because a lot of our team uses a 7-digit ID to search for their customer. So, for example, when you search for the customer that has the ID 6012853, Gainsight thinks it’s being helpful by giving me results that have an ID close to that number too. However, we don’t want that. We want an exact search so that I can see the Relationship records associated with 6012853 too. But I can never get the search to show me the Relationship records because of this “fuzzy search” behavior that I apparently can’t turn off.
How to avoid engagement fatigue 101
Let’s be honest, no one likes constant pop-ups when they login to a web application. We’ve all had an experience when you are trying to get work done and all of a sudden you experience pop-up after pop-up. I think it is safe to say, this can severely impact user sentiment. Do you have important information that you want to display to your users but don’t want to run the risk of engagement fatigue? Don’t worry, we have a solution for that! The engagement throttling setting controls how often the engagement is displayed to the qualified users in your application. To configure the throttling settings:Navigate to Administration > Throttling. Turn ON the toggle switch in At least and At most sections. Set the time and number of engagements to be shown parameters. Click Save. Now you may ask, “Julia, we have a lot of engagements that we want to display to our users. How can we use throttling but still make sure users can access our engagements?” Great question! Our recommendation would
Including Contacts in sync from Timeline activity to SF Task?
I'm working on configuring the sync from Calls logged in the Timeline to tasks in SF, and I can't find a way to include the External Attendees -> Contact in the sync. Is is this on the roadmap? Since there's no reporting on the Timeline yet, the ability to log a call there is pretty useless without the ability to sync back WHO the call included.
Total Number of Records in Tabular Reports w/ Inline Column FiltersNo Status
Hello! I may be misremembering, but I recall the “total number of records” counts in the bottom left of reports updating to reflect datasets impacted by ad hoc filtering in column headers. This is either no longer the case, or never was. In either case, it would be very helpful to have that behavior. Unfiltered Tabular Report Results vs Ad Hoc Filtered Results
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?
Key Product Management tools in your organization - Vote now!
At Gainsight, we are passionate about developing solutions that foster synergy between Customer Success and Product Management teams. As part of this ongoing endeavor, we integrated Productboard and subsequently included Aha! with our April Release. As we develop our roadmap, we’d like to further understand what Product Management tools your company is using. Thank you to everyone who responded to our initial post regarding this topic. We are targeting more data in a way that will be easier for us to consume, so we’d greatly appreciate it if you could respond again via the poll below. *If your organization uses Productboard or Aha!, we’d still love your input. If your organization uses more than one tool, please include the other in the comments as multi-select polling is not an option at this time.
Horizon Rule Cascade Delete EnhancementNo Status
I would like the ability to start nuking tasks in my rule without having to first delete the action(s), then the filter criteria, then go back to data prep and then delete my action. Let’s absolutely keep the warning popup and dependency check, but I’d very much like to just have the ability to pick a task, and delete everything after it if I want. Thanks!
Ability to Edit Journey Orchestrator ProgramsIN DEVELOPMENT
I continually hear that this is a commonly requested feature but was surprised that there doesn't seem to be a post specific to this topic (searched by Programs and Advanced Outreach) vs the one off requests for individual program functions. I have to highlight just how frustrating it is that you cannot edit a published Program (save for the schedule and entry criteria). You can't change the query You can't add or remove a step You can't tweak the settings of a Create CTA step (this required duplicating the journey twice to to try a different setting and then remove the step due to the bug) You can't adjust the wait timer You can't modify the conditions on a conditional wait Nearly every single adjustment to a Program requires duplicating it and then tracking historical metrics manually. This is not just an issue with live Programs but with Programs that are built to test. Since it has to be published to run through the test conditions, any corrections are to be made on a
I CS Ops, and So Can You: Part 1 - Program & Sprint Planning + Capacity
I’m excited to share the first in a series of posts around how we do CS Ops at Gainsight! We’ll be starting with our OKR+Project+Sprint Planning processes as these are the backbone of how our team operates across our entire Ops & Scale organization. My hope is that this is helpful for any teams looking to begin a similar process or are looking for inspiration. If you missed the initial post, check out other topics we’ll be discussing an feel free to add additional ideas!This is a process we’ve iterated on over the past 2.5 years and will continue to tweak as we go. I’d love to hear other ways your teams are planning your work.If you prefer videos over reading, I put together a 12-minute recording (sorry, I got carried away 😁). At a very high-level, this is how our team thinks about the planning process and various inputs across the organization. This is the guiding principle for how we’ve structured the setup. We leverage Monday.com for our planning and project tracking. It’s stru
Ability to schedule JO programs other than Daily, Weekly or MonthlyAcknowledged
We are using a program to send a bi-weekly, exception style email to our CSMs to give insights into areas of Gainsight to help with account maintenance. I can only see it possible to schedule programs daily, weekly and monthly. Can we have more flexibility in scheduling? We require to send this every 2 weeks. Weekly is too much and monthly, not enough.
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