Unanswered questions

Hi! We’ve noticed that since last week the formatting in private messages stopped working. Any links, bold text or spaces between paragraphs disappear after sending the message. Has anyone been experiencing the same?

Hi everyone, My name is Soumitra Dutta, an Oxford-based entrepreneur & photographer. I’m trying to configure AI Answers in our community and would love to hear from those who have experience with it. RegardsSoumitra Dutta

We have a JO set up in Gainsight CS that triggers a PX engagement for renewals. Internal process:JO trigger engagement for past due renewals Audience rules in PX set to only show for those in the “PO Sent” statusLet’s say 3 months pass and the person never logged in during that time period. They have also paid that PO since the engagement was triggered. Then a new PO is created for the year, and they are once again in the “PO sent” status. Technically, they would qualify to see the engagement since they meet the PX audience rules once again.  So my question is, can we set some sort of audience rule to say “If they have not seen the engagement within X days of being triggered via JO, remove from engagement?” Or is there another way of looking at this?

Hello Community Experts, We would like to integrate with our Jira tool and also our Litmus training tool. Would really like to chat with folks who have gone through the configuration process. Jira- although there is a GS integration tool this is a pretty complex integration considering all of the  customization from most companies to adapt to their internal needs.  Litmus- there isn’t an OOTB integration at this time so would like to understand the level of work required for other teams to implement. Thank you for looking, Sara 

I'm trying to find a better way to manage our help center and onboarding materials. We’re pushing UI updates so quickly that our screenshots and video tutorials feel old within a few weeks, and it’s becoming impossible to keep up. Has anyone moved away from manual docs toward something more automated? I've been looking at using Supademo to build guides that actually follow your clicks through the app. I want to know if that's actually easy to manage long-term or if it’s just another thing that needs constant fixing. I'd love to hear how you guys keep your documentation accurate.

 お客様からideaで要望をいただくときに、結構要望が複数混ざっている場合があります。（明確にわけて書いてるものもあれば…ひも解くとそれって2個別の要望を言ってるよね…みたいなものも 開発にフィードバックして、アップデート対応したものは今後「アップデート対応済」というステータスで変更しようと思ってるのですが、2個書いてくれてる要望のうち1個対応したよ！ってときはどうしたらいいでしょう…？「アップデート対応済」ステータスにして、返信で「この要望を改善したよ」と残しておく 「一部対応済」みたいなステータスを作っておく（返信コメントもつける） ideaの投稿を分解する…？（そんな機能はないかもですが😅 こういうふうに対応してるよ～などの意見があれば参考にしたいです！  

We are planning to allow customers to view and create zendesk tickets from community. Has anyone tried this? I am interested in impacts on customer engagement, experience and also ticket deflection. Thanks

Hi, I'm trying to create an KC article as card that invokes a chat bot.  Any recommendation on how to do this? I dont know what to use hyperlinks as the experience is not great. We have tried doing onclick event, but it appears this is stripped out from the KC article.  

 Product: Gainsight PXIssue Summary:We are using Gainsight PX to trigger a guide (Guide B) via a query parameter (?showGuide=guideB) on a specific page. The guide is set to launch automatically on page load, with the qualification scope configured as “once per visit” and “ignore throttling” enabled.However, we’ve observed that when a user clicks the Knowledge Center Bot (KCBot) button at the bottom of the screen, it causes a page refresh, which re-triggers Guide B unintentionally. This creates a disruptive experience for users who are trying to access help content via the bot.Steps to Reproduce:Navigate to the target page with ?showGuide=guideB in the URL. Guide B launches as expected. Click the Knowledge Center Bot button. The page refreshes and Guide B re-triggers.Expected Behaviour:Guide B should not re-trigger when the KCBot is clicked, especially if it has already launched during the session.Troubleshooting Attempted:Verified that the guide is set to “automatic” and “on page load.

Can we create a new custom tab in KC bot?

We have a custom UI and I wonder if there is a way to not use a KC badge at all and trigger the KC popup with JavaScript directly from our app?Thanks

Hi Everyone, I’m looking to see if anyone has come across this issue before. My web based product uses a login screen and I wish for the KC bot to displayed there as well as in the product. However, this does not seem to be happening. I included the login URL to the “activation” section in the bot editor but no luck. Has anyone been able to get around this issue? Thanks!

I am facing two of these related issues with the onboarding checklist for KC Bot:Currently, Gainsight allows engagements/articles to be a part of the checklist/progress tracker for onboarding in the KC Bot. However, I would only like to mark a step as complete when users actually complete it (instead of just finishing the engagement), which could be checked via a user/account level attribute being sent to Gainsight.Since many of our existing clients have completed some of the onboarding steps, I’d like these steps to already be marked as completed when they open the KC Bot, instead of them being marked as incomplete and them having to go through an engagement to check them  off which wouldn’t make sense.Do let me know if there are any solutions to these problems as they are preventing us from launching a bot that will help with activation. 

Problem: Our clients have an option of integrating Account A, Account B, or integrating both of them with our platform. These clients have the same plan, but showing them the same engagements in their onboarding checklist doesn’t make sense as some of them may be centered around Account A or B which the client might not have connected.Is there any way to have the same KC Bot for the same audience, but showing them different engagements based on their audience rules?I tried creating a test bot for myself with one engagement having a rule that would never trigger (set audience rule of a random email ID) and one engagement that would trigger, but I could see both of these in the KC Bot, so I assume the audience rules for engagement don’t matter.Is there any reason that the audience rules for engagements aren’t honoured and a static checklist is being shown with all engagements?

When Gainsight introduced the Recommendation section, it filled that gap that was missing - to be able to access page/content-specific topics, instead of needing to search for it or find it inside each category.However, I am finding that users don’t click it much. Some feedback that I got was that they didn’t realize that it was clickable (even though the description states “Click here to learn more about this page”). They see it as a section heading for the content below.I have played around with a different icon, different/same background color, and different heading/description.I am curious to see what everyone is doing and how successful you have been in drawing attention to the Recommendation section. Thanks in advance!

How can I remove the ideas tab from the KCBot results page?We do not use the ideas module, so it will always be zero results.  

In reviewing the PX Analytics options available to me, I don’t see a way to track if a user clicks a link hosted within a KC Bot article. This seems like a gap and is likely something I am  missing. Does anyone have a workaround or guide for this? Thanks!

Hi everyone,We’re preparing to announce the first release of our KC Bot and would like to include a link in the announcement (created using the dialog engagement) that will allow customers to click and open the bot directly through a link button in the announcement.Is there a way to create a link that triggers the bot to open when clicked?

We have been trying to implement new kc bot, but we require users to be taught how to use it effectively. For that purpose, we created a guide for a sort of walkthrough for new kc bot and to our surprise we cannot choose kc bot as elements for new guide to be active. How can we train users if we cannot even choose elements from px. 

Hello,  I'm encountering an issue with a Gainsight PX engagement linked to a Knowledge Center (KC) Bot. The goal is for the engagement to launch only when a user is on a specific URL, but it's not working as expected.The user has accessed the KC bot on a certain page, I want the user to be redirected to a different url when they select the checklist guide. Here's my setup: KC Bot Checklist: I have an item in an onboarding checklist within a KC Bot. Engagement: This checklist item is linked to a Guide engagement. Audience Rule: The engagement's Audience settings contain a single rule: matching url exactly Issue: When I click the checklist item while on the engagement does not appear. Since the debugger isn't appearing, I can't check the rule's status directly. This makes it difficult to pinpoint the exact cause of the failure.Has anyone experienced a similar issue? Any idea what reason the engagement would fail to launch?Thanks in advance for your help!

I attempted to create a few new tags in one of my posts and the system gave me an error message but then I found one of the new tags when I went to post my follow up message. What is the tagging permission like here in the GS community- is it limited in the actual content or perhaps with only users under a certain points threshold? Thank you, Sara 

Is there a way to populate custom fields from Salesforce or another source? For example, we’re interested in creating a custom field for main point of contact for our customers and populating it for them, so the information is easily accessible and can be updated on a regular basis.

Feels like there should be a way to do this, but I can’t figure it out. Scenario: We have a handful of groups where we want to exclude the group members from receiving our community newsletter. I’ve created a segment with these members, however there doesn’t seem to be a way to say “Email Campaign, don’t send to this segment”, or better yet, to create a segment that excludes another segment. And while I can use filters to say that I don’t want people in X, Y & Z groups, that only returns members who are in other groups, just not the ones that I indicated. Excluding the bulk of our members who are in no groups. Any thoughts or ideas are greatly appreciated! 

Is it possible to use the filter[roles.rolename][] (or any parameter) for GET user endpoint to return users where they do not have a role?

Hello folks! I noticed after we installed the Gainsight Customer Success package, the browser tab labels (we use Chrome) display the same text on all tabs. Ours displays “Gainsight | Salesforce” Previously, the tab labels displayed the area of the app I was in. Ex. Cockpit, Reporting, Rules Engine, etc. With Gainsight being somewhat of a “tab happy” app, I find myself with LOTS of open tabs in the run of a days work. I now have to click on each one to see what section of the app that tab is for. Just thought I would ask if any others are experiencing the same?Cheers,Wes French