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cdonargoGainsight Community Manager

Gainsight CE Office Hours: Group Management Recap

If you weren’t able to join our Gainsight CE Office Hours on Group Management, see the recording and overview below! Why use groups in Gainsight CE? (8:18)-Allow you to keep learners organized, segment content to specific groups, creating personas, seperate by persona, products, customer names, -Add and remove learners, courses and learning paths, How do I create groups and where do learners see that content? (10:14)-Groups are created in Gainsight CE via the People tab -Add learners in a group with the Add button in the group itsself, or you can add a large group of users from the People tab (as if you are inviting them to the instance for the first time) and add a list of emails to a group (19:20). -Learners see assigned courses and learning paths on their dashboard (don’t forget to assign content to the group). Where is the best place to track group data? (27:12) -Most analytic dashboards in CE have a filter to separate data by group, but we spoke about the below: -School activity

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7 hours ago

dstokowskiGainsight Employee: ACE

Ability to bucket values in ReportingOpen

I often find myself exporting to Excel in order to "bucket" values in reporting - kind of like creating a categorization on the fly like you can in SFDC Reporting.  Would be great to do this in Reports 2.0.

8 hours ago

Andy TrevinoShoshin

Databricks connector and VarChar data typeNew Idea

Currently there is a limitation that prevents support of VarChar data type within the Databricks connector (possibly other connectors as well). This limitation is resulting in the inability to map data from Databricks to Gainsight. My company depends on this data type and we would like to see an improvement, to allow for this data type, added to the road map.

8 hours ago

juan.delrioTeam Captain

Use AI to create new custom profile info on subforum postingNew Idea

Aggregation of a users behavior by collecting subforum titles into custom user profile fields would help target individuals who frequent a topic forum. For example, user x posts in injection repeatedly, indicating a highly interested or focus topic preference. We can then automatically update user with other posts in same subforum or near it to encourage engagement. Then make it so I can reward them with points and badges.

9 hours ago

lila_meyerGainsight Community Manager

Customer Education (CE)

Developing Human-First Learning Content and Measuring Education's Impact

Hi everyone! I wanted to share a few recent resources (and folks to consider following!) that might be helpful. The first is a webinar with the wonderful Donna Weber, who is an expert at customer onboarding and enablement. Donna presents a succinct and actionable 6-step framework to developing human-first learning content aligned to the jobs to be done approach and leverages a familiar framework: who, what, why, when & where, and how, plus deliver content at the right time and place to the right user. Check out the webinar recording to learn more!The other is a podcast I recently recorded with Dave Derington, a former colleague, customer education thought leader, and host of the podcast CELab. I recently sat down with Dave to talk about how we’re getting better at painting that picture at Gainsight with the use of telemetry or product usage data. We discussed how we’re measuring value and impact, the tools we’re leveraging, and the program improvements and decisions it will help dr

10 hours ago

nick_morrisGainsight Employee: Rookie

Customer Success (CS)

In Case you Missed It - Elevate Your Customer Success Strategy with Gainsight Insights - Recap & Recording

Hey Everyone!A huge thank you to all who joined us for our recent webinar on elevating your customer success strategy with Gainsight insights! Your presence and engagement made it an incredible session. For those who couldn’t make it, we’ve got you covered. Below is a link to the full webinar recording, and we’ve distilled the key insights just for you.Watch the recording here! Key Insights: Net Retention Rates: Median Net Retention: 106%. Higher retention (110%+) seen in companies with ARR over $250 million. Net Promoter Score (NPS): Median NPS: 35. Larger customers tend to have higher NPS. Importance of establishing a baseline and striving for continuous improvement. ROI of Customer Success Teams: Presence of a CS team significantly boosts gross and net retention by over 10 percentage points. CS activities correlate with higher customer engagement and retention. Cost to Serve: Digital motions and automation are essential, especially for lower ACV segments. Efficient use of

10 hours ago

alizeeACE

Filter on All Fields and Lookups in Timeline Custom ViewsNew Idea

Hey,Referencing this post that support is pointing to in their response to the lack of field availability in timeline filters, which is a question rather than an idea, and can’t be upvoted: We require consistency in the ability to use all Timeline Activity fields, and lookup fields in all areas of the product.At present, Timeline Custom views is exclusive of a vast number of fields amongst which: Certain lookups Context Name Context ID Milestone related fields We require ALL fields to be available in filters for Timeline Custom Views. It doesn’t make sense to have to create a report / dashboard to be able to filter on timeline activities. This is a simple ask. It’s about product feature parity for filtering AND for timeline/cockpit experiences. ThanksA

10 hours ago

kellyMVP

Ability to delete system email templatesNew Idea

I have 0 use for system email templates, that now clog my template list and dropdown selection in programs. Why can’t I opt to remove them when they will not be used in this organization?

11 hours ago

ChalmersmRegistered User

Customer Communities (CC)

Reporting on Knowledge base performance

Hi! We are mainly using our community to funiction as a Knowledge base article space currently. What I’m struggling with is reporting on what looks to be basic metrics. Is there a way to see the following and if so where do I do this? Users logged inTop performing KB article high levelsTop performing documents I’ve noticed that in some of the repors i’ve been able to see there is visits I don’t understand such as Guest visits. Our community is locked behind regsitration so I have no idea how a ‘guest’ could even reach the reporting tab. Any help on this would be massively appreciated.

12 hours ago

Lulu_ZhangRegistered User

Horizon Rule Execution log-NEED more historical dataNew Idea

The old rules, we had access to about 3 months worth of execution logs, when the rule is running once a day. Now we only have about a month worth. Often time the issues isn’t caught within the 30 day time frame, which is unfortunate, however, that is our reality. When we want to trouble shoot to see what happened, we have no one of knowing, because the execution log is no longer there. This is counterintuitive for troubleshooting, because now we have to wait for this to happen again before we can catch what happened the first time.

12 hours ago

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ChalmersmRegistered User

Customer Communities (CC)

Reporting on Knowledge base performance

12 hours ago

ewinglelShoshin

Customer Success (CS)

Meeting Assist Sentiment

Hi, will the sentiment value generated by the Meeting Assist AI function be available for use in reporting, scorecards, surveys, etc.? Also, I'm curious to see more of the reasoning behind why the system assigns a specific sentiment. Currently, there is a small paragraph that provides some explanation of why a specific sentiment was assigned, but having lines that the AI analyzed in from the meeting to assign the sentiment would allow us to confirm that the system is working as intended.

13 hours ago

abhi1289Gainsight Employee: Shoshin

Customer Success (CS)

Ability to filter on all fields in Timeline custom view

On applying the filters over timeline custom view as I could see most of the fields are not exposed as filterable. One of the use case below.regarding the timeline tab - is it possible to create a specific timeline view based on Context Name? I have a customer from chat that wanted to try and build a timeline view only with CTA related timeline entries, just wanted to get a better idea of what field needed to be leveraged to filter timeline entries by source. Based on what I have seen, you can’t create a timeline view filter off of Context Name, and many fields from timeline do not appear to be getting exposed as filterable fields on the timeline tab

15 hours ago

kellyMVP

Customer Success (CS)

Email Template Performance Report - customize columns

This is a great reference dashboard! One idea to enhance it is to be able to add/remove columns from the dashboard to really customize the metrics that are important to us. Currently, it shows delivery rate, open rate, click to open rate, bounced rate, and unsubscribe rate. It's not clear if the numbers are total or unique, I like to report on both. Delivery rate is sort of the opposite of Bounced rate so displaying both columns is somewhat redundant. I would like to include Click Rate in addition to Click to Open Rate because those metrics tell two different methods of engagement. Would love if there was a bit of customization to this dashboard.

15 hours ago

Lena H.Veteran Rookie

Customer Communities (CC)

Live Events - How do you do followups? (Community Event Registration)

Hi Event Pros,we are currently planning local in person meetups. Registration will take place via the Community Event Registration functionality. After the Event, we want to follow up with feedback and link to a Community Posting. Ideally as easy and simple as possible.How do you do followups of in-person Events?Is there a possibility to group the members in segments to be able to send out eg. messages with the email campaign feature? Really happy to hear your thoughts and experiences. Best, Lena

1 day ago

StuartAll Star

Product Experience (PX)

PX: Best Practices for migrating from Google Analytics to PX

Hi folks, We have a team who currently use Google Analytics, and will be moving to PX shortly. I haven’t been able to find any support docs or community posts relating to this process being completed before, but I’m interested to know if anyone in the community has made this switch before and can share any best practices or learnings they took away from the process?Thanks, Stuart

1 day ago

alan.edwardsShoshin

Customer Communities (CC)

Subscribe button on custom pages

Is there any possibility of adding a subscribe button (of a category) on to a custom page that has the content on a dynamic content widget? Trying to reduce click as i want users to see my custom page and have the ability to subscribe to see new content without the need to visit the underlining content page. Any thoughts would be greatly appreciated.

1 day ago

mtwoodwardRegistered User

Customer Success (CS)

How to create help text for success plan fields?

Hi Community!Any suggestions on how to create help text for custom fields on a Success Plan?Things I’ve tried:Doesn’t look like I can create a non-editable, static rich text field with a default value. Field name limited to 45 chars Description text for a field not shown anywhere, except when editing the custom field Calc field (string or rich text field) has some strange behavior, but might work … it only displays about 50 chars of text, but then has bubble popup that shows much longer text. Note: this bubble popup is what I’m looking for if I can’t get a field with full text displayed. Field name has a bubble popup, but only shows field name and not descriptionI can’t be the first person wanting this capability, so I’m either missing something or need some creative solutions to resolve … Thanks!Mark

2 days ago

bdrivasShoshin

Customer Communities (CC)

Managing and Auditing Historic Posts

Does anyone have advice for auditing historic posts? Our team’s concern is having older posts out there that may contradict our current product guidance. Is this a process that other communities typically undertake, or do most just leave them as is?

2 days ago

waynedilworthVeteran Rookie

Customer Success (CS)

Zoom - Gainsight App - R360 Level - How can we Add Attributes, Summary, Etc?

Testing out the Gainsight App for Zoom Integration - we manage customers on the R360 in all cases. On the App in Zoom - I see Timeline, Scorecard, and Relationship Person. Is there a way to surface summary\attributes or other R360 tabs? In the help examples, I saw at least Attributes - but those were at the C360 Level.Thanks!

2 days ago

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Ability to bucket values in ReportingOpen

Databricks connector and VarChar data typeNew Idea

Use AI to create new custom profile info on subforum postingNew Idea

Filter on All Fields and Lookups in Timeline Custom ViewsNew Idea

Ability to delete system email templatesNew Idea

Horizon Rule Execution log-NEED more historical dataNew Idea

Customers changing the game

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