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Sharing Groups are used to add data permissions to a group, including sharing i.e., analyze and distribute permissions to Gainsight users. But in Surveys, all references to these Sharing Groups mention “User Groups” which:Causes confusion Duplicates efforts maintaining groups (including if/when we apply criteria to dynamically manage groups)Can we either:Call a cat a cat - so reference sharing groups in Surveys and wherever we use sharing groups instead of calling them “User Groups” (because they are not) Better yet: merge sharing groups and user groups so we can manage data permissions and Gainsight permissions in one area of the platform
Happy holidays from Gainsight Support!! Below are the updated holidays where you may see delayed response times or certain channels of support closed. December 22, 2023: Live chat & phone support disabled Delayed response time on non-urgent issues No change in email & portal ticket submission Staffed 24 hours, but agents only working High severity cases December 25, 2023: Closed December 26 - 29, 2023 (Tuesday - Friday): Live chat & phone support disabled Delayed response time on non-urgent issues No change in email & portal ticket submission Staffed 24 hours, but agents only working High severity cases January 1, 2024: Closed We will return to normal business hours and all channels operating on January 2, 2024. As a reminder, you can submit support cases through the portal .We hope all of our customers have a Happy and healthy holiday season!!
Wondering if there’s a use case or if anyone has done something similar with the Sally/Slack integration.I want an automated message to post into a channel for when a CSM has been allocated to a new company record, so that our Sales team have visibility of this. Our team work quite heavily on Slack (there’s a Sales channel that highlights new deals) - so it makes sense to provide them instant visibility of who the new account manager is
Good morning everyone, I’m writing to see if anyone has any tips for the following - I’ve made a bar report to show a metric for each of our CSMs, and several of the data points displayed are 0. There are records for these data points (the value just averages out to 0), but the lack of column prevents drill-down, as far as I can tell. I know using a line chart format overcomes this issue but as the report is not ‘over time’ I was hoping that there’s a workaround without using this. Any help would be greatly appreciated. Thank you! Grace
In the old version of Advanced Journey Orchestrator, you can click on the edit for the program and grab the Advanced Outreach Code directly. Since we use hybrid and are on SFDC Lightning, that’s the easy way for me to grab the right identifier to build program reporting. It appears as that’s not available in Dynamic Programs. Please bring it back.
We’d like to include a hyperlink within the email notification that gets sent to a Lead Owner when a CSQL is created. I’ve asked support and was told that it is not customizable. If additional fields are added to the Details page of the CSQL it would be nice to be able to indicate if any of those fields should be included in the notification email.
Good afternoon everyone, I’m writing to see if anyone has any tips for the following: I’ve made a line report to show our NPS over time for several different surveys represented as different lines. In some quarters, we’ve had no responses for certain surveys which shows the NPS there as a 0. Is there a way to get the line to follow from the last quarter that has data to the next quarter that has data, rather than dipping down to 0 in the middle where there’s no data? Equally, if the survey hadn’t been sent out yet the NPS shows as a 0 until it’s first sent out, is there a way to start the line only when the survey is first sent out and stop the line when the most recent response is received? I know using a bar chart fixes this in a way, as the bar is then just absent where there’s no data, but we would like to use a line report as this is showing a view over time. Any help would be greatly appreciated. Thank you! Grace
Hi there! I am hoping to create a Formula Field in Data Designer that compares the output of ‘Deployment Date’ & ‘First Notification Sent Date? My goal is for the field to return a ‘True’ or ‘1’ value if ‘First Notification Sent Date’ is LESS THAN ‘Deployment Date’, & a ‘False’ or ‘0’ value if ‘First Notification Sent Date’ is GREATER THAN ‘Deployment Date’.Please let me know if this is possible &/or how you recommend making it happen! Thank you!!!
Timeline Activities: Changing the AccountAcknowledged
It has come up twice in the past two days where CSMs have accidentally entered timeline activities on the wrong account. Would be nice if they could go to the Global Timeline tab and change the account there once the activity has been created. Currently, I've been just instructing them to recreate using the Copy to Clipboard option, but obviously, it would be easier if they could just move them.
So, I’d like to preface this post with two points:1.) I believe there’s a very similar post already floating around out there but couldn’t find it so no hard feelings if you merge mine away2.) This probably relates to some improvements that were recently made to lookup handling in Report Builder which were, on the whole, popular with others. My issue is not with the behavior in Report Builder, though there are some specific issues on that side of the house that I’m omitting because people seem to like how this behaves today. When working in Rules, I sometimes find myself needing to load a top-level ID to a field which is ALSO a lookup. In Bionic rules, I was able to do this pretty simply with a single fetch task and a custom field in the actions to update the affected records with the new ID value. In Horizon rules, however, lookup fields open a search box - even while mapping a custom field. This means that I can no longer just paste the desired ID to the custom field mapping. The wo
When a Journey Orchestrator email is set up to send from an individual employee, is that individual expected to be able to see that email in their “Sent” folder in their email inbox? I was able to make this work when sending preview emails from a JO program, but a user is not able to find an actual email that was sent out in their sent inbox. We are not able to use the CC features on this program.
Ability to Move Timeline Activities Across AccountsIN DEVELOPMENT
There are instances where a CSM enters a timeline activity to an account, but it was added to the wrong account and needs to move to another account. There's currently no way to copy or move an activity to another account. The CSM has to re-enter information on the correct account, and this can be a lot of manual re-entry that would be more efficient if a "copy to" or "move to" functionality existed.
Customer Goals - Metrics Per GoalNo Status
Just noticing the metrics section for Customer Goals is now available. Would be great if you could limit the metrics that appear per Goal and allow the end user the ability to check which metric(s) they want to use and only display that one.Our use case - we have specific goals per products thus would be great to be able to set up in the Goals Library. Like this:Goal X has Metrics A, B, and C - end user only needs metric A, so “selects” that, and the others are hidden. Goal Y has Metrics D, E, and F - end user needs metric D and F, so “selects” those and E is hiddenIt feels like depending on the number of goals/metrics you have, that section is going to get unwieldy pretty quickly.
Connect CTAs to Gainsight AssistUnder Consideration
Would it be possible to tie Outlook emails to specific CTA’s? I would like to be able to log email tasks directly into Gainsight as a CTA. Alternatively, it appears that Timeline items are not connecting to CTA’s. I have tried to log the email request in Timeline and then tie it to a specific CTA, but to no avail.
Ability to Clone CTAAcknowledged
It would be helpful to have the ability to clone CTAs. For example, on our team each CSM manually creates CTAs so that we have visibility into when customers are launching various modules and when we have blackout dates aligned with new product release. It would be great to be able to clone a CTA so that we are not manually inputting the same information with each CTA creation.
Instead of allowing a rule to run and then failing with a message that the rule was inactive, it would be nice to prevent the rule from running all together with some pop-up message notifying the Admin the rule is currently inactive. I have had this happen several times while troubleshooting other failures and on rules that have been made inactive after failing several runs in a row.Two ideas that would make this a better admin experience:When you try to manually run the rule, have a pop-up that says “This rule is inactive; please activate the rule before running it.” that prevents you altogether from running the rule, OR When you try to manually run the rule, have a soft error that says “This rule is currently inactive; do you wish to proceed?” with options for Yes or Cancel. I am unsure if there is any true use case for running an inactive rule and having it succeed, but I know this would prevent headaches for me & other admins in the future! Small change, big impact 😊
Hi everyone!It’s Wrapping-up-November time! Here are a few new opportunities:Boomi (Vancouver - Hybrid) : Gainsight Admin - https://dell.to/3T5XhqZ Lytx Inc (San Diego, CA - Hybrid) : VP, CS & CS Operations - https://bit.ly/47ZmgjS Jamf (US - Remote) : Senior Manager, CS Operations - https://bit.ly/3uFsgQC Greenlight Guru (North America - Remote) : Senior CS Operations Specialist - https://bit.ly/410qupf Custify : Customer Success Operations Manager - https://bit.ly/3Z3nQxZ Here are some previous opportunities that are still open for hiring:Forbes Advisor (Chennai, India) : Customer Success Operations Coordinatorhttps://bit.ly/3QJKkQI PubMatic (Haryana, India) :Customer Success Operations Manager - https://bit.ly/40PwIYO data.world (Austin, Texas - Remote) : Customer Success Operations Specialist (Gainsight) - https://bit.ly/47nvJlp Appian Corporation (Mexico City - On site) : Customer Success Operations Analyst - https://bit.ly/3RbINV2 Culture Amp (SF, CA -Hybrid) : Director of S
Can you please make the Created by, Created On, Modified by, Modified On consistent across the platform? In some places, they don’t exist at all (such as Jobs, Dropdowns). In others, not all of them exist, for example, in Real time rules, the “Created on” is not there.Also, you can find them in other places but with a slight difference in the naming, such as “Last modified date” (rules engine) vs “Modified on” (Data management → Object)Besides consistency, it would go a long way in helping to troubleshoot changes. To be clear, in no way does this solve the need to have proper audit capabilities within GS but it’s a starting point 😊
Hi All, Hope you all are doing well!Most of you already know me, but I want to introduce myself and welcome new joinees to the community! I also want to encourage new users to introduce themselves here, so we can know each other better and communicate quickly.I‘m Sai Ram and I’m the Community Manager at Gainsight, based in Hyderabad, India. I’ve worked here in a few different departments, and I’m knowledgeable with all areas of the products. I consider myself an expert on C360, Relationships, Scorecards, Cockpit and Timeline.I’m responsible for managing Community communications and I make sure information flows fast between customers and the product team. I also monitor popular ideas from the community and help bring them to the attention of our product team. I’m also responsible for running periodic community contests.I also spend a lot of time after work with my children, friends and on physical fitness. Please tell us a bit about yourself! Here’s a few questions for your considerat
Need a reset button on c360 page to get back the predefined order for C360 report sectionAcknowledged
Hello Team,we have this functionality where the order of the admin page gets overridden once you make changes to the order on the c360 page. This means that all users need to rearrange the order manually.So, we need a reset button on c360 page to get back the predefined order defined at the admin level.Most of customer requested this feature to be enabled.
Apologies in advance for the essay, but this is just one issue I’ve had using functions in Data Designer caused by lack of clarity in the documentation.I am adding a formula field to a data design to convert a string field to a date field. The string field contains only dates written in the format “YYYY-MM-DD”. I am attempting to use the “To Date” function to change the data type. The documentation has only the following information on this function:“To Date: This parameter returns any string data type field or value containing date into the Date format provided by the user.Note: If the date format is not provided, the default value considered is yyyy-MM-dd.”What the documentation does not explain is how this should actually be entered into the function as it appears in data designer. I enter the name of the field I wish to convert then it prompts for “Format of Date” - it looks like I should have options to select but there’s nothing there. See below:I entered “dd-mm-yyyy” here (which
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