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Gainsight Inc.

Reporting FAQs

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Below are questions about Reporting functionality that we often hear from customers and their answers. If you have a question that's not answered here or through related support articles, please email support@gainsight.com or share them at community.gainsight.com.

Can I "personalize" a report for the viewer?

Yes. Select Filter > CSM = "current user"

Why can't I add fields to the Email Logs object?

The Email Logs object is read-only to customers because Gainsight uses the object to write data to (from Journey Orchestrator programs for example). You can only create Reports on the object.

What data types I cannot add to the By fields?

You cannot add the following fields:

  • Long Text Area
  • Rich Text Area
  • Multipicklist
  • Measures (Number, Currency, and Percentage, etc.)
  • Address
  • URL
Will the fields with URL data type hold a hyperlink?

Yes. When you build reports using the fields with URL data type, you can see all the URLs are holding a clickable hyperlink.

Can I show trending data over time?  

Yes, it depends on the data. If you have a date field, you can use it in the “By” section (which you can summarize by day, week, month, quarter, or year). If you want to look at a particular time span, you can use the date as a filter.

Can I do joins between different objects?  

Yes, you can configure a join to create a lookup relationship between two MDA objects. For more information on how to do this, refer to MDA Joins.

Can I re-size column widths in tabular reports? 

Yes. In all the tabular and drill down reports, Gainsight provides the support to customize/set the column width, as per your preference. The reports will retain the new column width preferences set by the admin/user even after saving the report.

In the report builder, you can modify the column widths for tabular reports. However, if the report only contains a handful of columns, then the columns will expand to fill the dashboard containers on the Gainsight Home tab. If a report contains approximately 8 or more columns, and you adjust the column widths in the report builder, then the adjustments will be honored in dashboards containing that report. 

Limitation: For pivoted reports, column width persistence is allowed only on the non-pivoted columns.

I cannot move certain fields to the “By” section in a report.

In order to move the fields to the “By” section:

  1. The fields you wish to move cannot already be in the “Show me” section
  2. There cannot be more than 5 fields in the “By” section.
I removed a filter from a report, and there are no longer any records in the report.  

When you remove a filter, the advanced logic reverts back to all ANDs. Update the advanced logic with a new combination of ANDs and ORs to adjust for the change.

The chart colors are mismatched or out-of-place.  

You can configure the color settings of the reports. The colors are based on a default palette of 20 colors, but you can 1) update the palette with your preferred colors, and 2) specify colors for specific values for certain fields. For more information on how to do this, refer to Color Settings in Reports.

A report in my dashboard is too small for me to see all of the data.

You can resize the container holding the report in the dashboard. Go to the Dashboard Builder and expand the container, so that you can see more of the data.

How should you configure filters to ensure the measures display in Red, Yellow, Green (RYG)?

In order to ensure your measures display in RYG, make sure Scorecards is the first filter. Adding the Scorecards filter in another position might create measures that display in different color combinations other than RYG.

Additional Resources:

You can refer the most frequently viewed articles, if you are at a beginner level in creating Reports and Dashboards:

 

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