Topics in Gainsight 1970-01-01T00:00:00Z 4771 1424 2563 520 0 449 7658395 CTA= In Progress 2019-02-06T06:59:21Z 2018-01-02T08:15:37Z priyanka lohia priyanka_lohia Is there a way that when a task that's under a CTA is completed- that we can auto mark the CTA as "in progress," instead of "new?" idea pending 2 8 9 comment 6601815 Automatically Close CTA by CTA Name not CTA Reason 2018-12-26T07:13:44Z 2015-03-26T20:35:06Z Irit Eizips irit_eizips_7110431 When I setup a Close CTA activity, I can only pick the reason, say: "Customer Journey" or "Support Issues". Since we don't have a separate reason associated with each support related issue, the close activity might impact too many CTAs.<br /><br />Ideally, I'd like to setup one close CTA activity when the rule described in the "rule setup" section no longer applies. Because of the way the business rules filter is currently set up, it is nearly impossible to configure the "Close" Activity in the same business rule as the "Create CTA" activity. This results in a very long list of business rules one needs to maintain. Moreover, when the list of business rules grows too large (above 20?!) it nearly becomes impossible to quickly associate one business rule to another, if they are indeed related (for example: close and open CTA for certain criteria, or all NPS related (Detractor, Promoter...) business rules). idea complete 15 15 11 comment 7808570 Is it possible to set up a rule in CTA's that when a box is checked on a task, the status is automatically moved to "work in progress"? 2018-10-24T08:32:04Z 2018-10-23T20:33:34Z Denver Kirkpatrick denver_kirkpatrick problem complete 1 2 2 comment 7808583 Create filtering search box for MDA fields 2018-10-23T20:56:33Z 2018-10-23T20:56:33Z Samantha Braastad samantha_braastad Our customers can have multiple account set-ups within our products. When loading usage data into an MDA table, we can sometimes have multiple 'product accounts' associated to a single SF Account. Ideally, we would be able to search the data by either SF Account or 'Product Account'. My ask, is that we can label a column as a "filtering search column" so that as a CSM is tying a 'Product Account' name, the list of options to choose from narrows, similar to when searching SF Accounts. idea 0 2 1 create 7743695 Is there a plan to add more objects besides Account and Customer Info to the Attributes section of C360? 2018-10-23T19:46:52Z 2018-05-31T21:17:30Z Ky Powell ky_loge Right now, I am only able to add fields to the C360 page that are from the account or customer info objects. This is really limiting and in turn requires the team to go back to SFDC for certain pertinent information. I can't rely on putting everything into an embedded report. Is there a plan to allow you to add more fields outside of these two objects? idea not_in_scope not_in_scope 11 9 8 comment 7749577 Customer Success Plan Edit Functionality for External User 2018-10-23T18:10:51Z 2018-06-13T14:40:49Z Joel Peasley joel_peasley_kuec7hveqazr4 Success Plans are a great way to track where you are at on a project. My team feels that if the success plan were more interactive they could get better updates from the customers that they are working with. The goal would to be to share Success Plan portal for a specific customer to a group of users. This would then allow them to create new success plans and reprioritize existing success plans. It also would give them the ability to check things off in specific Success Plans idea pending 5 11 14 comment 7808506 Community Guidelines 2018-10-23T17:58:46Z 2018-10-23T17:58:46Z Jessica Belleville jessica_belleville_5aivpkti2jad Welcome to the Gainsight Customer Success Community! For a quick tour of the site, check out this 4-minute <a href="" rel="nofollow" target="_blank">video</a>.<br /><br /> Gainsight is a community of real people who are passionate about customer success. Our Community strives to be a place where members will:<br /><br /> <ul><li> <b>Discuss</b> product questions, best practices, solutions and workarounds<br /><br /> </li><li> <b>Share</b> product feedback and have your ideas acknowledged and implemented regularly<br /><br /> </li><li> <b>Connect</b> with peers through discussion, build rapport on the Community, and during events <br /><br /> </li><li> <b>Feel appreciated </b>for their contributions, help others and “pay it forward”<br /><br /> </li></ul> We invite you to participate, but we do have a few guidelines for using Community.<br /><br /> <b>Community Profiles:<br /></b>When creating your account, be sure to use your real name and your work email address. You can add a personal email address as a secondary option, but a work email helps us to identify which company you work with. Including a secondary email address will help you maintain access to your profile if you change companies later.<br /><br /> We encourage you to include a photo and your position title/role. Sharing your real name and photo helps others relate and engage with you as a valuable and recognizable member of the Community.<br /><br /> <b>Expectations for Engagement:<br /></b>We’re a community that wants to help and be helped! So go ahead and post any product or customer success question or idea, best practice, or use case you’re interested in using Gainsight to support! Know the answer to a question or want to share a relevant experience? Go ahead and help a fellow member out!<br /><br /> The Community is a forum where Questions, Problems, &amp; Ideas are discussed among members and Gainsight employees.<br /><br /> <ul><li> Engagement among members is strongly encouraged by Gainsight<br /><br /> </li><li> Due to the nature of the forum, responses are NOT guaranteed<br /><br /> </li><ul><li> Gainsight Employees will try to respond within two business days, if an employee response is needed<br /><br /> </li><li> If a resolution is urgent, not covered on the Community, or a specific use case, please reach out to <a href="" rel="nofollow"></a> for help<br /><br /> </li><li> If possible, document answers or workarounds on the Community to help others in the future<br /><br /> </li><li> Gainsight employees will do their best to contribute to discussions, solve problems, and answer questions<br /><br /> </li><li> Gainsight employee’s main focus is on updating Idea statuses (feature requests) to ensure that all members are kept up to date on the timeline in regards to the product road map<br /><br /> </li><li> Not all Ideas are possible for various reasons, but Gainsight employees will make sure to inform you of “work-arounds” if a specific feature is not planned in the foreseeable future or achievable<br /><br /> </li></ul></ul> <b>Golden Rule:</b> Conversation is an essential part of our community. All we ask is that those conversations stay honest and considerate. Don’t post obscene, hateful, or objectionable content. Don’t post personal information or customer data. Don’t post copyrighted content without permission. A healthy debate can take place without ever attacking people personally. Think about that when responding to others, and ask yourself the question: Is this how I would want to be treated? Remember there are no stupid questions, so be kind and help everyone out.<br /><br /> <b>Spam:</b><br /><br /> Please don’t post the same topic multiple times or post links to your own personal website (unless it would help). If a user posts spam, we will block the user and delete the posts. If you see a suspicious post, please do not click on any links it may contain. Email <a href="" rel="nofollow" target="_blank"></a> to report any suspected spam.<br /><br /> <b>Points and Badges:</b> <br /><br /> For an explanation on how to earn points and badges on the Community, click {coming soon!}<br /><br /> <b>Thank you for considering these rules, which are, themselves, carefully considered. As with any community, it’s up to each of us to create and participate in open conversations that can bring us together.</b><br /><br /> <b><br /><br />FAQs</b><br /> <b>Q: How is posting to Community different from submitting a Support ticket?<br /></b><b>A:</b> If you need urgent assistance, please contact <a href="" rel="nofollow" target="_blank"></a> or submit a ticket. Also, if you are fairly certain you’ve encountered a product bug, we recommend reporting it to Support to expedite the triage process. Please see the next FAQ for more guidance on what to post on the Community.<br /><br /> <b>Q: What is the difference between Idea, Question and Problem type posts?<br /></b><b>A: </b>Post types:<br /><br /> <ul><li> <b>Idea -</b> discuss feature requests or functionality enhancements you would like to see implemented on the Gainsight roadmap<br /><br /> </li><li> <b>Question -</b> ask for feedback on use-case situations, assistance configuring features/functions, or any topics that need further clarification<br /><br /> </li><li> <b>Problem - </b>report problems or suspected bugs related to a feature/function<br /><br /> </li></ul> <b>Q: Can we access Community from mobile phones?<br /></b><b>A: </b>Yes, you can access Community online via smartphones and tablets.<br /><br /> <b>Q: Can I update or change my email address (login) when I update my password?<br /></b><b>A: </b>After you login, you can change your email address in your profile page.<br /><br /> <b>Q: Can I update my alternate email address?<br /></b><b>A:</b> You can enter a secondary or alternate email address as part of the registration process.<br /><br /> <b>Q: If I have any questions or problems with my account, who do I contact?<br /></b><b>A:</b> Email the Community Management Team at any time with questions, account problems, or to report suspected spam at <a href="" rel="nofollow" target="_blank"></a>.<br /><br /> <b>Q: How do I set or change my Community notification preferences?<br /></b><b>A:</b> After logging into the Community, click your profile picture in the upper right corner. Then select Profile Settings and Email &amp; Notifications.<br /><br /> <b>Q: How do I follow a specific topic or post?<br /></b><b>A:</b> Navigate to the Topic page, or an individual post. Then click the Follow icon or button.<br /><br /> <b>Q: How do I vote for an Idea?<br /></b><b>A:</b> Click the Like option underneath the post.<br /><br /> <b>Q: How do I access advanced search results or filters?<br /></b><b>A:</b> Click the magnifying glass in the search bar, and then click refine search results.<br /><br /> <b>Q: How do I earn points or badges on the Community?<br /></b><b>A: </b>See this article {coming soon!} for more info. article 0 1 1 create 7619918 Timeline Activities creating CTAs 2018-10-23T17:57:43Z 2017-10-26T19:42:36Z Manmeet Dosanjh manmeet_dosanjh Currently, if a CSM is on an account page and say, wants to log a call. Goes to the Timeline to log that call but also wants to create a follow up, so adds a Task while creating the Activity.&nbsp;<br /><br />This then generates a new CTA in Cockpit with the follow up Task. The CTA name pulls in from the Timeline Activity subject line. However, this doesn't seem to be very relevant. The way the CTA logs makes it seem like that the CSM still needs to do this Task which they just logged as completed.&nbsp;<br /><br />I think this would be much more relevant for CSMs if the CTA generated was named after the first Task instead of the Timeline Activity.<br /><br />Not sure if this useful for other users or not but would greatly help our CSMs workflow.&nbsp; idea winter_release2018 winter_release2018 complete 11 11 8 comment 7703098 Shared Success Plans in TImeline 2018-10-23T17:54:31Z 2018-03-13T15:59:01Z Lane H lane_holt Today as I was sending a client a Success Plan, I realized it would be great to have this email logged in Timeline especially since you do not receive a copy of what you send in the email to the client. idea cross_team_dependency cross_team_dependency 8 11 9 comment 7805035 We're moving to a new Community platform! 2018-10-23T17:43:47Z 2018-10-15T21:06:51Z Lila Meyer lmeyer_gainsightcom We’re excited to announce the Gainsight Community is moving to a new platform. All of your posts, comments, points, and profile information will be migrated to the new platform on October 25. The only change you will need to make <b>after</b> the new site launches is to re-set your password. You’ll still access the Community at <a href="" rel="nofollow" target="_blank" title="Link https//communitygainsightcom"></a>. <br /><br /> On October 25, the site will be in read-only mode while we make the switch. During this time, you will <b>not</b> be able to register, post, comment/reply, or vote/like posts on the Community.<br /><br /> In general, the user experience will look very similar on the new site, with some helpful new options. On the new platform you’ll be able to:<br /><br /> <ul><li> Mark responses to your own posts as helpful, to acknowledge the best answers or solutions<br /><br /> </li><li> Create a private post for Gainsight Community Admins to view/reply <br /><br /> </li><li> Follow other Community members to view their latest activity<br /><br /> </li><li> Tag, or @mention other Community members on a post to facilitate conversation (<i>Note: this will be available in the next few months</i>)<br /><br /> </li><li> Like or Follow any post. There are no “me too” or “vote” options in the new system. The me too and voting data from our old platform appears as “likes” in the new system.<br /><br /> </li><li> Filter posts by Authors in the refine search results options<br /><br /> </li></ul> <b>After we make the switch on October 25, please visit the Community site to update your password</b>. Since passwords are encrypted, we’re unable to migrate this data to the new site. After logging in, you’ll be presented with a few optional questions that will display on your public profile page. Then you can begin using the new and improved Community!<br /><br /> <b><u><br />Community Migration FAQs</u></b><br /> Q: Why do I have to change my password on the new Community site?<br /><br /> A: Since passwords are encrypted, we can’t migrate this data to the new platform. Please update your password after the new site is live.<br /><br /> Q: Will all of my posts and points be migrated to the new Community site? <br /><br /> A: Yes, all of the posts, comments, status, and points earned will be migrated to the new site.<br /><br /> Q: Will the Community site be unavailable for some period of time?<br /><br /> A: Yes, the current Community site will be in read-only mode starting on Oct. 23 at 9pm PT, to ensure all of the data is migrated to the new platform. We expect the new site to be available by Oct. 24 at noon PT.<br /><br /> Q: Is the URL for the Community changing?<br /><br /> A: No. You will still access the Community at <a href="" rel="nofollow" target="_blank"></a><br /><br /> Q: Why are you switching Community platforms?<br /><br /> A: We are excited to a switch to a new platform with greater reporting, moderation, and social capabilities, and one that the vendor will continue to invest in making improvements to.<br /><br /> Q: Who should I contact if I have Community login problems, or any other Community feedback?<br /><br /> A: Email <a href="" rel="nofollow" target="_blank"></a><br /><br /> Q: Can I update or change my email address (login) when I update my password?<br /><br /> A: After you login, you can change your email address in your profile page.<br /><br /> Q: Can I update my alternate email address?<br /><br /> A: You can enter a secondary or alternate email address as part of the registration process. Also, when existing users sign into the new Community for the first time, you will be presented with a list of questions that includes your alternate email address.<br /><br /> Q: What are the key differences in end user functionality between the old and new Gainsight Community platforms?<br /><br /> A: <br /><br /> <ul><li> You can @mention other users in your post or comments <i>(</i><i>Note: this will be available in the next few months)</i><br /><br /> </li><li> For all post types, you can Like or Follow the posts. There are no “me too” or “vote” options in the new system. The me too and voting data from our old platform appears as “likes” in the new system.<br /><br /> </li><li> You can mark a response to your own post as helpful.<br /><br /> </li><li> You can send a private message to the Community Admins.<br /><br /> </li><li> You can Follow other Community members to view their latest activity.<br /><br /> </li><li> You can filter posts by Authors in the refine search results options<br /><br /> </li></ul><br /> Q: How are points and badges awarded? Are there any changes from the old system?<br /><br /> A: Points are awarded for the same activities as in the past. We’re introducing a new badge system which allows us to acknowledge members for earning points and reaching new levels. You will see the new badges next to your name and on your profile. We'll share more info soon!<br /><br /> Feel free to post additional questions here, and we'll do our best to respond! update 2 4 8 create 7679294 Ability to filter on "Other Users" for Custom Fields in Reports 2018-10-23T17:30:46Z 2018-02-01T16:14:38Z Joe DiFilippo joe_difilippo Hi,<br /><br />My organization currently has a need to filter on "Other Users" on custom fields in reports. I was told only Standard Objects can be filtered by All Users, Current User and Other Users. The custom fields are only All Users and Current User.&nbsp;<br /><br />Our use case is on the My Customer Health report. We use a CSM and CSE field. Managers of CSE's would like to easily enter their employees to view their accounts and health scores associated with them.&nbsp;<br /><br />Any feedback or workarounds are welcome!<br /><br />Thanks,<br />Joe idea pending 4 9 8 comment 7698602 Success Plan Objectives - Automatically set as Internal or External 2018-10-23T17:17:15Z 2018-03-05T21:06:57Z Faust Belarmino faust_belarmino I know that we can manually enable Objectives under Success Plans so they can be shared with the client. This <a href="" rel="nofollow">Artice</a> explains that process.<br /><br />However, we'd like to configure the Objectives beforehand so they are already set as Internal or External when our CSMs add the Success Plan. Is this possible? <br /><br />We have 20+ objectives in some of our Success Plans that need to be external and 10+ that need to be Internal only. These objectives are all on the same Success Plan. We do not want our CSMs wasting their time manually setting the objectives as Internal or External. question pending 6 5 4 comment 7806047 Change Keyboard Support for Account/Company Searches 2018-10-23T16:59:03Z 2018-10-17T20:27:23Z Jen Pakravan jen_pakravan I noticed in the 5.19 release that there was an enhancement made to timeline activities where you can use&nbsp;arrow keys &gt; Enter on the keyboard to add attendees. Can this same functionality be added to the account search box in the big blue bar at the top that searches for accounts in Gainsight? idea 2 4 3 comment 7283223 Has anyone integrated Amplitude Analytics with Gainsight? 2018-10-23T16:51:20Z 2016-08-11T13:30:18Z Leslie Diephuis leslie_diephuis I'm looking to see if anyone has connected Amplitude Analytics with Gainsight. &nbsp;From what I understand they already store their usage data in Amazon Redshift. question 2 3 1 comment 7808093 Admin Office Hours - 10/25/18 2018-10-23T14:38:03Z 2018-10-22T22:46:28Z Christopher Sanderson christopher_sanderson This thread is for the Admin Office Hours session for Thursday October 25,&nbsp;2018.&nbsp; Submit your questions to this thread and we'll address them during our session at 11am PST / 12pm MST / 1pm CST / 2pm EST.<br /><br />There is no need to register for the sessions anymore.&nbsp; If you have a question, please post below or join the meeting.&nbsp; I will go in order of posts below or joining the session.&nbsp; Thanks!!<br /><br /><br /><br /><b>GoToMeeting</b><br /><br /><br /><a href="" rel="nofollow" target="_blank"></a> article 1 2 1 comment