http://m.getsatisfaction.com/companies/gainsight/topics?page=1 Topics in Gainsight 1970-01-01T00:00:00Z 3691 975 1889 445 0 499 http://m.getsatisfaction.com/topics/7633250 7633250 Best way to get sales and product management into Gainsight activity? 2017-11-17T21:34:27Z 2017-11-17T19:50:12Z Justin Majors http://m.getsatisfaction.com/people/8922179 https://www.gravatar.com/avatar/d2aa52f2bce75b73b2d84f4355ea1a53?d=identicon&s=55&r=PG justin_majors_69j8tqotkx5gr How do various teams handle the following?<br /><br />Say you have 10 CSMs, a sales team of 40, and a 2 Product Managers.<br /><br />10 CSMs will have full access to gainsight using most of its features.<br /><br />What's the best practice for getting a view into gainsight activity for the sales team and product managers? They only need 'view' access into account activity, health score, etc.<br /><br />I know there are multiple solutions for this, but I'm wondering what are your best practices? question 1 3 1 comment http://m.getsatisfaction.com/topics/7631241 7631241 Report on new accounts in certain scorecard buckets (red) 2017-11-17T20:42:49Z 2017-11-14T18:28:46Z Jake Smith http://m.getsatisfaction.com/people/8925980 https://www.gravatar.com/avatar/704c03fabc6c47e6ce4bdf539b410493?d=identicon&s=55&r=PG jake_smith_2zt77qc10qwgc I'm brainstorming on ways that we can report on new accounts that are entering our "red" and "orange" health score buckets (our 2 lowest buckets), and coming across some issues.<br /><br />We look at health scores on a month over month basis, given that we don't have data changing on a daily basis. The goal is seeing accounts that are red/orange this month and were not last month.&nbsp;<br /><br />- One option is to create CTA's for accounts entering these buckets, and then reporting on these CTA's each month. This is my current strategy, but requires a little set up and not sure how it would hold long term.<br /><br />- Are there any other best practices out there for managing this type of procedure on a less frequent basis than weekly? question 2 5 2 comment http://m.getsatisfaction.com/topics/7627310 7627310 Quick search for Gainsight in Chrome 2017-11-17T19:52:13Z 2017-11-07T20:46:05Z Diana Luo http://m.getsatisfaction.com/people/9300288 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11164318/ScreenShot2017-10-19at1.59.37PM_medium.png diana_luo Is there a way to set up a quick search for Gainsight in the Chrome bar? For example, our users have this set up where&nbsp;“SFDC” and [customer name] will automatically search SFDC for that customer's name. It saves time &amp; we've gotten feedback from CSMs that something like that for Gainsight will make it faster to use. question pending 3 8 3 comment http://m.getsatisfaction.com/topics/7633249 7633249 Best way to get sales and product management into Gainsight activity? 2017-11-17T19:50:10Z 2017-11-17T19:50:10Z Justin Majors http://m.getsatisfaction.com/people/8922179 https://www.gravatar.com/avatar/d2aa52f2bce75b73b2d84f4355ea1a53?d=identicon&s=55&r=PG justin_majors_69j8tqotkx5gr How do various teams handle the following?<br /><br />Say you have 10 CSMs, a sales team of 40, and a 2 Product Managers.<br /><br />10 CSMs will have full access to gainsight using most of its features.<br /><br />What's the best practice for getting a view into gainsight activity for the sales team and product managers? They only need 'view' access into account activity, health score, etc.<br /><br />I know there are multiple solutions for this, but I'm wondering what are your best practices? question 0 4 1 create http://m.getsatisfaction.com/topics/7505001 7505001 Scorecard 2.0 Mass Edit Report only pulls in first 100 lines 2017-11-17T19:01:07Z 2017-04-24T13:49:36Z Samantha Braastad http://m.getsatisfaction.com/people/8189521 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10894897/F_medium.jpg samantha_braastad We are currently working to build reports on Scorecard 2.0 for the long tail of our customers (25,000+). The hope was to do this using the "mass edit" report type which would allow for our 1:Many CSM's to filter various columns in the reports to identify trends. However, it appears that only the first 100 rows are being pulled into the report and being applied when filtering.&nbsp;<br /><br />Is this a bug? Or is this a limitation that will be addressed in the near future?&nbsp; idea pending 12 23 19 comment http://m.getsatisfaction.com/topics/6972378 6972378 Sponsor Tracking Broken 2017-11-17T18:47:53Z 2016-04-06T16:02:46Z Seth http://m.getsatisfaction.com/people/3180662 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10683051/headshot-reception-square_medium.jpeg swylie_2888472 This is a PSA for the Community, and a cathartic complaint:<br /><br />I learned in Gainsight support ticket&nbsp;8742 that Sponsor Tracking is simply broken until the May product release. The system is creating records for changes that have been detected that are not real. For example, sponsor tracking says that an individual moved from Google to Apple, but that individual actually moved from Apple to Google 3 years ago, and is still at Google. <br /><br />Apparently this affects all types of sponsor tracking: company, title, and location. I've turned off our rule that creates CTAs based on this data, deleted all existing sponsor tracking CTAs, and had to notify all our CSMs and my VP.<br /><br />Sponsor Tracking was one of the great and sexy features of the product when we signed on, but it's been nothing but a disappointment, not just because of this, but also because of the issue described in&nbsp;<a href="https://community.gainsight.com/gainsight/topics/make-sponsor-tracking-more-reliable" rel="nofollow" target="_blank" title="Link https//communitygainsightcom/gainsight/topics/make-sponsor-tracking-more-reliable">https://community.gainsight.com/gainsight/topics/make-sponsor-tracking-more-reliable</a>&nbsp;It's regretful that bugs that fundamentally affect the basic uses of a feature cannot be prioritized outside of scheduled product releases. problem active 5 8 6 comment http://m.getsatisfaction.com/topics/7632104 7632104 Is it possible to send reports or dashboards at a regularly scheduled time each week to internal users?? 2017-11-17T17:24:36Z 2017-11-16T00:11:15Z Ky Powell http://m.getsatisfaction.com/people/8875516 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10983037/photo_medium.jpg ky_loge question 9 8 5 comment http://m.getsatisfaction.com/topics/7633169 7633169 Layout Options For Zendesk Widget 2017-11-17T17:23:34Z 2017-11-17T17:23:34Z Steve Davis http://m.getsatisfaction.com/people/7845754 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11149785/Snip20170925_89_medium.png steve_davis_7539187 Currently, when using the Gainsight Widget in Zendesk it appears that the "Summary" showing on the widget it that of the "default layout" setup in Gainsight.&nbsp;<br /><br />Our group (being the over-achievers we are) have actually setup our own "Support View" which key's off our User "Role" in SFDC. :)&nbsp;<br /><br />What would be nice is to allow the widget to select any of the layouts that are setup aside from just the default layout. Our team would like to add some fields, but due to limitations around configuration I'd have to bump fields off the regular GS Summary in order to get them to show up in the widget. If we could just use the "Support Layout" then folks using the standard layout aren't affected and we can choose fields that are more relevant for support.&nbsp; idea zendesk zendesk, support_created 0 3 2 create http://m.getsatisfaction.com/topics/7631275 7631275 Aggregate Group Level Scores to Parent 2017-11-17T17:13:33Z 2017-11-14T19:13:05Z Chris Mudd http://m.getsatisfaction.com/people/7405498 https://www.gravatar.com/avatar/1d6e249eec97c2cdec0cb06fa0d639ae?d=identicon&s=55&r=PG chris_mudd Currently calculating the overall score is being done only on measures and weights defined. Calculating overall score based on as average of groups feature is not existing in the current versions.&nbsp; We would like to see this as a possibility.<br /><br />Customer is trying to do a roll up of scorecards from child to parent and would like to do an average by group only to the Parent.&nbsp;&nbsp; idea 4 6 4 comment http://m.getsatisfaction.com/topics/7632966 7632966 Your ideas are being implemented in our Fall Release! 2017-11-17T17:03:42Z 2017-11-17T11:01:39Z Sai Ram Pulluri http://m.getsatisfaction.com/people/7411422 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11058131/IMG_4147_medium.JPG sai_ram_pulluri We really appreciate all of the product inputs that our customers take the time to share with us on the Community.&nbsp;Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect.&nbsp;We want you to know that our product team listens and carefully considers your ideas and concerns.&nbsp;In the upcoming Fall release (coming November 28th), I'm happy to report that we're implementing nearly 37 of your suggestions! Here's the complete&nbsp;<a href="https://docs.google.com/spreadsheets/d/11BWpBkDePcs1rrgXlBDtJ1eARZlJ3S4DevD4pi9n-sw/edit?usp=sharing" rel="nofollow" target="_blank" title="Link https//docsgooglecom/spreadsheets/d/1TSm0whyqMXq06vreRNNe08dL14JngTjWF-KQ1hKnPx0/edituspsharing">list</a>. update 1 2 5 comment http://m.getsatisfaction.com/topics/7004268 7004268 Ability to move actions around on rules similar to moving a survey question once it has been created 2017-11-17T16:48:17Z 2016-05-13T23:20:13Z Andrew Cummins http://m.getsatisfaction.com/people/7776890 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10679844/Koala_medium.jpg andrew_cummins Currently if you want to move an action to the top or bottom on a rule you have to delete it and basically start over. It would be nice to be able to drag and drop actions just like you can with survey questions when creating a survey.&nbsp; idea fall_release2017 fall_release2017 pending 8 10 10 comment http://m.getsatisfaction.com/topics/7491707 7491707 Is there way to have email replies go back into Gainsight? 2017-11-17T16:40:18Z 2017-04-04T15:09:11Z Ben http://m.getsatisfaction.com/people/8274286 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10839190/IMG_1240_medium.JPG ben_michael_7959047 We are loving the CTA functions, but have an inherent issue. The emails sent from CTAs are not being auto-logged to Salesforce. Additionally, the replies go to the CSMs inbox rather than a queue somewhere. The same phenomenon exists for emails sent from CoPilot.<br /><br />Is there any function of Gainsight that when an email is sent it is (1) logged and (2) replies go back to some portion of Gainsight?&nbsp;<br /><br />A comparison is Cases within Salesforce. I am not sure if this exists though.<br /><br />One alternative I thought of us using the same Gainsight logic to generate a Case in Salesforce rather than a CTA. No real issues with that, but I figured I would check. problem pending 3 4 2 comment http://m.getsatisfaction.com/topics/7632547 7632547 Resize Filter and Report Pop Ups For Ease Of Use 2017-11-17T16:32:13Z 2017-11-16T18:35:32Z Kate Green http://m.getsatisfaction.com/people/8957872 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11161087/KateCWC_medium.jpg kate_dehnel Has anyone else felt frustrated by the tiny filter pop up boxes that require scrolling but only take up a tiny portion of the screen?&nbsp; For example:<br /><br /><img src="https://d2r1vs3d9006ap.cloudfront.net/s3_images/1672947/RackMultipart20171116-56995-1yajilg-2017-11-16_10-28-09_inline.png?1510857044" title="Image: https://d2r1vs3d9006ap.cloudfront.net/s3_images/1672947/RackMultipart20171116-56995-1yajilg-2017-11-16_10-28-09_inline.png?1510857044" /><br />Here, you see that I have plenty of space on the screen yet have to scroll down or be veeeerry careful when I click Apply so as to not click out of the pop up.<br /><br /><br />Same true here when choosing filters in report builder:<br /><img src="https://d2r1vs3d9006ap.cloudfront.net/s3_images/1672948/RackMultipart20171116-105595-1dxe7w2-2017-11-15_8-29-53_inline.png?1510857108" title="Image: https://d2r1vs3d9006ap.cloudfront.net/s3_images/1672948/RackMultipart20171116-105595-1dxe7w2-2017-11-15_8-29-53_inline.png?1510857108" /><br /><br />And here when I click into a chart to view the data:<br /><img src="https://d2r1vs3d9006ap.cloudfront.net/s3_images/1672950/RackMultipart20171116-39269-1xe4bha-2017-11-16_10-08-13_inline.png?1510857308" title="Image: https://d2r1vs3d9006ap.cloudfront.net/s3_images/1672950/RackMultipart20171116-39269-1xe4bha-2017-11-16_10-08-13_inline.png?1510857308" /><br /><br /><br />Would love it if these pop up boxes could resize a bit bigger to make the workflow smoother.&nbsp;<br /><br />Thanks! idea 1 4 4 comment http://m.getsatisfaction.com/topics/7575588 7575588 Zendesk Connector refresh frequency 2017-11-17T16:24:36Z 2017-08-17T14:25:39Z Marcelo http://m.getsatisfaction.com/people/9155904 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11109402/ScreenShot2017-07-19at10.02.30AM_medium.png marcelo_buil Right now the Zendesk connector only refreshes data once a day which is good to get a basic idea on what is going on with our accounts, but not enough to be up to date with what is going on with our Support team. Is there any way to increase the frequency of refresh for the ZenDesk connector? This is something that almost everyone we introduce Gainsight to within our company asks and once we tell them it is currently once a day is kind of a let down.<br /><br />Thanks!<br /><br />Marcelo question active 4 8 3 comment http://m.getsatisfaction.com/topics/7330510 7330510 Survey Link in CTAs 2017-11-17T15:42:20Z 2016-10-11T19:24:52Z Tom Gerth http://m.getsatisfaction.com/people/7863061 https://www.gravatar.com/avatar/3de6e39914077f47956ac70143cf4b43?d=identicon&s=55&r=PG tom_gerth Hey all,<br /><br />I am posting this on behalf of a customer that had a question about Survey CTAs.<br /><br />What they would like to see is the ability to put a link in the CTA that is fired off from the Survey tool that will direct the CSM straight to the survey question so that they may have quicker access to the finer details of the survey response.<br /><br />This would keep the CSM from having to go through the CTA then navigate to the customer's CS360 page and grab the details from the Survey section of the page.<br /><br />Do we have any other requests for something like this or have it anywhere on the roadmap?<br /><br />Thanks! idea complete 17 13 4 comment