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TEASER ALERT! Grit, Grace, and Gainsight - Pulse 2024

Absolutely thrilled to be taking the stage at Pulse 2024 with my colleagues! Pulse was instrumental in our strategies this year, and I am certain that others can learn from our journey!During our session, we will explore how we at SAP Concur have integrated Gainsight throughout our internal ecosystem to either reinforce or reimagine our Client Success Strategy. We’ve used iterative functionality, creative applications, and holistic engagement to keep Gainsight at the nucleus of our operations, fully embracing its potential. This has allowed for the accountability needed to make measurable progress. We used grit when things were challenging, and grace when things got complicated. Luckily, Gainsight was there the whole time helping us create a sustainable future state we’re proud of!Session Info: Title: Grit, Grace, and GainsightTrack 3: Powerful Value Creating Strategies for CustomersDate/Time: May 16, 2:45pm - 3:30pm CT

1 minute ago

ckeyes_bmcRegistered User

All About Pulse

Team Work Triumph: Unlocking Success Through Customer-Centric Collaboration

Calling all Customer Success champions! As a Senior Manager of Digital Customer Success within BMC Software, I've seen firsthand how departmental silos can hinder our efforts. Everyone's focused on their own goals, leaving the customer experience fragmented.Here's how a lack of collaboration hurts your customers:Confused by conflicting information from different teams. Stuck in slow-motion resolutions as issues get passed around. Solutions that only address part of the problem, leaving them frustrated. Feeling like they're just a number, not a valued customer.But imagine the possibilities with customer-centric collaboration!Join me and the amazingly brilliant, Victoria Barry at my session at #Pulse24! We'll equip you with actionable strategies to:Unify the business: Align everyone around the common goal of customer success. Speak the same data language: Use data insights to make informed decisions for your customers. Embrace a customer-centric mindset: Put the customer at the heart o

10 minutes ago

sethGainsight Employee: ACE

All About Pulse

Networking at Pulse 2024 🙋

Here’s your chance to get ahead of the rush and raise your hand to connect with folks in person! People reliably report that the most rewarding part of these two(ish) wild days is the people who they meet. So, post below about your top interests for conversations that you want to have, so that the people who are looking for you can find you!

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17 minutes ago

scott.leeRegistered User

Provide ability to remove 'Add' button on C360 related listsDiscovery

59 minutes ago

rich_fetterRegistered User

Actionable AI SuggestionsNew Idea

Are there any plans to enhance the Gainsight AI to offer suggestions to CSM to improve the health score (ie. notification on home page that suggests to a CSM that they can get Client X health to Green by scheduling an EBR since the EBR score is in Red as an example.)

1 hour ago

sethGainsight Employee: ACE

All About Pulse

Gainsight CS Admin Happy Hour @ Pulse 2024

I'm thrilled to announce that, for the third year running, we’re kicking off Pulse with an official Gainsight happy hour just for Admins of Gainsight CS! I hope that this makes it simple as pie for you to connect with the only other folks in the world who will Ooh and Ahh over an elegant Bionic Query.No registration needed, but mark your calendars! See you in St Louis!Tuesday, May 145:30-7:30pmBridge Tap House & Wine Bar | 1004 Locust St (5 min walk from convention center)Beverages & snacks are on Gainsight.(Loading up your calendar? The following night, the ‘Gainsight Global Admin’ community -- the Admin Slack group -- is getting together for a happy hour of their own.)

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1 hour ago

alyloShoshin

Ability to Bcc in Journey OrchestratorNew Idea

Currently we are able to Cc a recipient/email address when we set up a program, but we would like to request the ability to Bcc a recipient/email address. It seems obvious that we've sent an email as part of a mass send when the sender's email address is Cc'ed, so Bcc'ing would be much more subtle.

2 hours ago

lisa.mirthGainsight Employee: Team Captain

Beginner Admins in Training

Admin Training Corner Series - Resources

Who, What, Where??? If being a new Gainsight Admin has you a bit overwhelmed and feeling like you’re drinking from the firehose, I wanted to share some resources to help you get organized. First, let’s start with Gainsight University. 🎓 As the name implies, GS U has lots of learning content across the entire Gainsight platform for everyone from new end users to admins to leaders. Here you can also find information on Certifications and our Live Training Events! We offer a variety of Live Training Events including Admin Instructor Led courses on our top features as well as training on other products. Additionally, here are some Practice Exercises you can try out. Contact training@gainsight.com for a training environment to safely practice and feel confident before configuring in your own environment.Speaking of Certifications… if you’re working on Gainsight Admin Level 3 Certification, there is an Admin Certification Office Hours where we discuss the exam content, format, and s

22311

2 hours ago

kstimAll Star

C360 Summary Tab - Misleading Pop UpNew Idea

Upon logging into my Gainsight instance this morning, we noticed the rounded corners in the Summary tab of our C360 - which looks awesome by the way. My only gripe is that there seems to be a pop up that appears when hovering over any uneditable field on the Summary tab that mentions the user doesn’t have the required permissions to edit the widget data, and that they should reach out to their Gainsight admin for assistance.I find this pop up to be misleading to our end users. This message appears after hovering over uneditable fields on the Summary tab, but at least for us, these fields being uneditable was intentional. In this case it’s not a permissions issue - they can’t edit these fields simply because we’ve marked them as uneditable.Is there any way this pop up can be updated to more clearly state the situation and in a more simple manner? Maybe something like “Your admin has made this field uneditable.” I can see us getting many pings from our field team on this, thinking they a

2 hours ago

security_lionTeam Captain

Customer Success (CS)

Best Practice for Gainsight CS CTAs when assigned owner is out of office

Hey folks, I am not a Gainsight CS admin so excuse my poor use of terminology. We have a process in which a Gainsight CTA is created. Employee Jellybean is the assigned owner of the CTA. However, Jellybean needs to go out of office.It’s my understanding that Gainsight CS has a limitation of only being able to assign 1 owner per CTA. I also believe there is no “out of office” rule that can be triggerred. How do you all handle the situation in which an assigned owner goes out of office but the rest of the team needs to pick up their CTAs? Ideally the solution would be automated and provide the new team member with notification to take action.

2 hours ago

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security_lionTeam Captain

Customer Success (CS)

EveShoshin

Customer Communities (CC)

How do I add new users?

How do I add users?

23 hours ago

MelissaCChampion

Customer Success (CS)

Duplicate Contacts

If we have duplicate contacts in SFDC, once we clean that up, do we re-sync to GS? Does that happen automatically?What report would I run in GS to check to make sure i don’t have any duplicate contacts?

1 day ago

paulvanhelmondShoshin

Customer Communities (CC)

Conversational widget not working properly

We have installed the conversational widget. Some times it works, some times it does not. Sometimes you have to wait 30 seconds after a page has loaded before we are able to open the widget.I can’t imagine this is propper behavior. Does anyone had this problem as well? And how did you solve it?We are launching the community on February 1st 2024 and wanted to add the widget as well but now we don’t and that’s a shame.

1 day ago

mbuuck1Shoshin

Customer Communities (CC)

Fetch date of user's last activity or view via API

Hello! We’re interested in pulling the last activity date and last view date of users in our community via API. Is this possible according to this Get User Activity documentation?

1 day ago

etcRegistered User

Customer Success (CS)

What languages does the Cheat Sheet work for?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

2 days ago

balajibvRegistered User

Customer Success (CS)

Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”?

2 days ago

CharlotteKShoshin

Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program.I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem.I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta!Charlotte

2 days ago

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Provide ability to remove 'Add' button on C360 related listsDiscovery

Actionable AI SuggestionsNew Idea

Ability to Bcc in Journey OrchestratorNew Idea

C360 Summary Tab - Misleading Pop UpNew Idea

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