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Unanswered questions

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stefanoboniContributor ⭐️⭐️
 Customer Success (CS)
CoPilot Roadmap

Hi all, we’ve been using CoPilot and the potential we see it’s huge, what is the roadmap? Meaning when are we going to be able to query on multiple objects (not only Company & Timeline)?Thank you!

60
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sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
 Customer Success (CS)
Changes to Copilot LLM since beta?

Our team is reporting a worse experience with Copilot after the full release than during the beta. I’m also experiencing issues using Copilot. Here is an example:Youwhat are the verified outcomes for media companies similar to [company ABC]? provide examples of customers in the same industry as [company ABC] and outline what they have achieved using amplitudeCopilotI can't provide specific examples or outcomes for media companies like [company ABC] using Amplitude, as my focus is on assisting with customer success-related queries within the Gainsight platform. If you have questions about how Gainsight can support your customer success efforts, feel free to ask! Users have reported to me that a prompt they used months ago while in beta, that worked great at the time, is now no longer behaving the same as it did, and the responses are worse. For example, the team asked for use cases by industry, and copilot would respond with meaningful answers. Now, when they ask the same prompt, it’s o

443
shantan_reddy
Thomas Deely
Thomas DeelyContributor ⭐️⭐️
 Customer Communities (CC)
Benchmarks for community size

Does anyone have benchmarks or ranges on recommended community size based on customer size? For example, “with 1000 customers, 100 community members is a good target to aim for”. While the target size depends on the goal of the company for community, and maturity, etc I am curious if there are ranges for different community types in B2B. 

233
FMEEvangelist
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gtuContributor ⭐️
 Customer Success (CS)
Feedback on Insights to Automated Expansion Campaigns

Hello GS Experts,Can I get feedback from anyone who has experience creating extensive automated expansion campaigns utilizing Journey Orchestra? Our company has recently joined Gainsight, and I am excited to use this powerful tool, specifically to create automated responses triggered when customers respond to certain emails based on behavior, product, anniversaries, etc. Thanks,George Tugeorge.tu@tipalti.comSenior Customer Success Manager 

142
heather_hansen
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KhalidAwad18Contributor ⭐️
 Customer Communities (CC)
SQL Queries for available exports

We have reports being built on tableau based off the “User”, “Topic”, “Post” and “Mark as Answer” exports available for download under Analytics >  Export.We need to automate this process as it is currently based on a manual download of these exports.The Tableau Connector seems to allow connection to base tables in the CC Data Lake, but the export tables cannot be found here. I assume the export tables are based on these same source data tables in CC Data Lake.Are the SQL queries used to generate these export tables available anywhere so it can used within the “Customer SQL” option in the AWS Athena based Tableau connector?Or is there any other way to achieve this (connecting the export tables available on gainsight to Tableau).

60
K
bjoern_schulze
bjoern_schulzeHelper ⭐️⭐️⭐️
 Customer Communities (CC)
"Notify Authors of Moderation Actions" - Questions

Hi everybody,I’m referring to this topic, as I can’t comment there:First of all: Thanks for implementing this tool, Gainsight!I have a few questions about it.Will every author receive the DSA Moderation mail, no matter their personal notification preferences?Will a user be able to opt-out of receiving DSA Moderations mails? Or is this considered a “mandatory” mail that you cannot opt-out of? Gainsight provided the {topic_title} token. Is there also a token to directly link to the post? → Background: When a comment is being edited (instead of the topic post), I want to be able to link to the comment that has been edited.Thanks!

698
H
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jadkins.iiqContributor ⭐️⭐️⭐️
 Product Experience (PX)
Can Custom Attributes contain multiple values?

We are trying to find a better way to differentiate between our products with product codes from SFDC. Is it possible to populate a custom attribute with multiple values? We have global context, but it does not define the multiple ways our products are broken down, i.e. standard, pilot, lite, etc.

252
J
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lstoneContributor ⭐️
 Product Experience (PX)
Two Step PX Engagement?

Hello! I’m trying to create a two step engagement - I configured Step 1 (announcement guide) but when I go to Editor > Add Step, Slider is not an option as a template for Step 2. Am I missing something??   

292
mmarques
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SougatoroyContributor ⭐️⭐️
 Customer Communities (CC)
User responsible for moving a thread

Hi Folks,Is there a way to figure out who moved a thread to the archive or any category? I’m surprised I can’t find it as an admin. Is this a basic thing that’s missing or am I just not looking in the right spot? Can you give me a hand with this? I’m trying to organize the threads properly, but this problem is setting me back and defeating the whole purpose. Thanks!Roy

324
S
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moragwhiteContributor ⭐️
 Product Experience (PX)
Track video interactions for a Guide engagement

Hi,We have a guide engagement with an embedded Vimeo video object. How do I set this up so I can track any interactions with the object? The video is available via other routes so the Vimeo tracking numbers aren’t capturing views just from the PX engagement.ThanksMorag

222
mmarques
R
rick_devoe
 Product Experience (PX)
Tracking KC Bot article link clicks

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!

331
revathimenon
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AwagnerContributor ⭐️
 Customer Communities (CC)
What strategies did you use to drive user adoption when launching your customer community?

We recently launched our own gated B2B customer community and are focused on increasing adoption and engagement. I’d love to hear what worked for you, whether it was internal alignment, launch campaigns, content strategy, gamification, or something else entirely.What tactics helped you gain traction ? Anything you’d do differently if you were launching again?

534
daizikovitz
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katharineplanteContributor ⭐️
 Customer Success (CS)
GS Follow Up AI Questions

 We are looking at potentially  implementing GS Follow up AI for our  Client Success team but  have some product questions: I see there is a limitation of storing it for 15 months, does that mean it gets wiped from timeline activity history after 15 months as well? When will we be able to report on the "topics" from the conversation? I see that this is not reportable at this time but curious where this is on the roadmap? That could be a game changer when we are talking about churn risks , prioritizing accts etc Are the "topics" created per discussion or is there a "library" of topics that the tool looks at and applies based on the conversation?  We currently have an integration with Chorus which automatically sync the chorus ai summary to GS Timeline as a "meeting". If we decide to set up GS follow up AI with Chorus (which is already connected to our Microsoft workspace) what do we need to do to disconnect/reconfigure our existing set up?  Can we report on which tasks were au

562
Mdsingh
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jjarvisHelper ⭐️
 Customer Success (CS)
Email Analytics - Opened

Can you confirm that the definition of opened emails in the Journey Orchestrator analytics are those that are physically opened?I can view emails in the Outlook app without tapping on it and opening to a new tab.  Would this be classed as opened?

231
rschlette
jvdc
jvdcHelper ⭐️
 Customer Communities (CC)
Custom header/navbar dropdown items hidden behind community banner image

Hey,We have added a custom navigation bar through the HEADER of our community, but any dropdown items from that bar is hidden behind the community hero image…I've played with the z-index to have these items show above the image (image has a z-index of 1025), but nothing works… Am I missing something?

342
olimarrio
cstrange
cstrangeContributor ⭐️⭐️⭐️
 Customer Communities (CC)
Adding embeddable widget into Skilljar

I’m looking for some guidance with embedding the Community widget into Skilljar. I am working with my colleague on our Academy team and we were having trouble figuring out where to put the code. I added the domain as an approved domain She posted the code in the source code for the lesson Does the lesson have to first be published?  With acquiring Skilljar, do you have some guidance for us?Thank you! 

505
Kenneth R
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
 CE & Skilljar by Gainsight
Search logic within CE

We have search enabled within CE but are getting feedback about poor results.We received some feedback from end users"The Search filter in Lexia Academy is very sensitive... for example: when searching "powerup student experience" it did not return the result "PowerUp Student Program Experience.""As you see below the returned result is NOT the desired content and I have no idea why it is found at all. 

172
cdonargo
jvdc
jvdcHelper ⭐️
 Customer Communities (CC)
Card style also applies to ideation overview list - intentional?

Hey I was playing around with the card styling settings and I saw that it would also style the ideation list overview present on page /ideas. Compared to actual cards, it looks weird which makes me wonder if it is not a bug?ACTUAL CARDIDEA LIST Also in the documentation about card styling I don't see any mentions of it affecting this ideas list:  

101
Kenneth R
jvdc
jvdcHelper ⭐️
 Customer Communities (CC)
Can you translate a custom page?

Like it is possible to translate the main landing page is it possible to do it for custom pages?I tried and it ends up replacing the default language ...

285
Sudhanshu
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juliawContributor ⭐️⭐️
 Customer Communities (CC)
Is it possible to do a bulk import of badges and ranks? 

I have searched through the community but haven’t found an answer to this. We have quite a few badges and it would be painful to add them all individually so was wondering if there’s a way to do a bulk import? Thank you in advance for any help and tips!

145
DannyPancratz
Daniel Reese
Daniel ReeseContributor ⭐️
 All About Pulse
AI Real Talk

Thank you to those of you who attended our AI “Real Talk” panel discussion at this year’s Pulse.  We ran out of time to cover all the submitted questions, so this is my attempt to address the follow up questions that I’m best suited to answer.  Do you see Ai/Agents as a more economical solution to outsourcing? No, I see AI agents as an augmentation to the workforce.  Our organization does not outsource but we do offshore.   How do you plan on getting around potential legal hurdles with AI in the future around data, etc. Do you think less regulations will benefit in the long run? Or are guardrails necessary?  At the moment, we don’t have answer to the legal hurdles (yet).  We focus on the markets less regulated to start in order to commence our AI initiatives.  Yes, I believe guardrails are necessary to prevent security risks. @Dan Reese, how did you calculate the cost of one AI Agent for your Digital COE ($14K/year)?  We measured a time impact of [Avg. 7 meetings per week x 30 minutes

161
revathimenon
Thomas Deely
Thomas DeelyContributor ⭐️⭐️
 Customer Communities (CC)
Managing customers on different licence tiers in a community.

Has anyone had experience managing a community where customers are on different license tiers for the product, and therefore have access to different features in the product? The goal is to minimize confusion among customers in the community forums, who are spread across multiple different license levels, and with different features available to each customer segment.  Any insights on this are welcome. Thanks

60
Thomas Deely
K
kristineoContributor ⭐️⭐️⭐️
 Customer Communities (CC)
Referral traffic

Is there a native way to see inbound referral traffic (ex. which domains are sending traffic over)? Or does that have to be done via a third-party, like Google Analytics? I ask because our previous vendor had this and was curious if GS did as well. We’re trying to shape acquisition and discovery strategies and this would be an incredibly helpful input. 

173
Kenneth R
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hamutalatContributor ⭐️
 Customer Communities (CC)
can't switch the font

We tried switching to the Poppins font, also changing the CSS and everything, but it’s not working, What can be done? 

171
olimarrio
benwanless
benwanlessContributor ⭐️⭐️
 Customer Success (CS)
Allow Tokenization of User Groups for CTA assignment

User groups are great for round-robin assignment of CTAs, but if you have a single journey/program where CTA assignment to a user group you end up having to duplicate the “create CTA” step of the journey for each User Group that can possibly get the assigned. I would like to tokenize the User Group or (use the some sort of User Group GSID) for assignment of CTAs so that the creation of Program (and Rules) for our digital customers will no longer need duplication of the Create CTA step, reducing build times and required maintenance. Edit: I reported this as an IDEA:  

221
bradley

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