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Unanswered questions

49
FMEEvangelist
FMEEvangelistHelper ⭐️⭐️
 Customer Communities (CC)
Is there a system log that shows badge awards?

I have an automation set up so that users who complete a training course on our learning platform are awarded a badge on the community.But something odd is happening, and I need to know when and how a badge was awarded. So my question is, is there a system log somewhere that I can access to find out when a user was awarded a badge?  Here’s the oddity, just in case anyone can shed light on this puzzle…20250918 095900 (UTC)My automation runs. It uses the API to search for the user’s email. No matching account is found. No badge is awarded.20250918 095935 (UTC)System logs show that the user created an account.20250918 095936 (UTC)A different automation runs, confirming the user has signed up for an account.20250918 095937 (UTC)System logs show that the user logged in to the community. Basically, the user didn’t create an account until 30 seconds after my automation ran. And system logs show no private message was sent (as they would be to a badge winner). Yet, somehow, the user’s account

61
DannyPancratz
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
 Product Experience (PX)
Multi-Question Survey Conditional Logic in PX: Can I end survey on step 1 for some responses?

Use Case: Prompt to join the communityEngagement: Multi-question survey (you’ll see why below, perhaps there’s a better approach?)Step 1 is a single question with two options: Take me to the community I already have a community accountConditional Logic desired based on response: Take me to the community -- end survey (and will set logic to open community in new tab) I already have a community account -- proceed to step 2 (with open text question to collect their email address) Objectives: Drive community sign ups and adoption for new users Collect associated email addresses for existing users who already have accounts We have some users (ex. our partners) who user our product via multiple emails and logins When identified, we will update our records so that their user attributes reflect that they have an account  I’m using a survey because I need to collect the email addresses when option 2 is selected, but is there a better way? 

11
DannyPancratz
M
Matthew ThompsonContributor ⭐️⭐️
 CC: Dashboards Beta Program
Access Restricted

Afternoon!Went to access the New Dashboards today get this error:“Your Gainsight access is currently restricted due to authentication settings. Please contact your Gainsight/CC admin for assistance.”I’ve not made any changes to my Gainsight account, so not sure what’d be causing it! Any ideas?

24522
Aleksandra
Kazuna
KazunaContributor ⭐️
 Japan Technical Office Hours
サーベイの個別回答リンクIDが重複発行された場合の対応について

プログラムを組んでサーベイを配信した後に、未回答者にリマインドを送るべく新規でプログラムを作成したのですが、再度サーベイを組み込んだために新しいリンクIDが発行されてしまいました。このような場合、①例えば、古いリンクIDのサーベイ回答データをを削除する場合はどのオブジェクトから削除するのが適切でしょうか？②削除以外で適切な対応方法はありますでしょうか？ このまま残しておくとカンパニーの平均NPSなどに影響があると考えております。良い対応方法があれば教えていただけると助かります。

40
Kazuna
M
mizue.takahashiContributor ⭐️
 Japan Technical Office Hours
オフィスアワー

質問は大項目で2点、質問はそれぞれで2点ずつあります。優先度順に並べております★大項目1：メール送信数やログイン数の変化率をレポート表示質問①：前月比での変化率についてそれぞれオブジェクトにデータは入っている状態ですが、以下のような式で変化率を月次で出す場合、データデザイナー上で前月の送信数や当月の送信数などのデータをすみ分けできるのかわからず、方法について教えていただけますと幸いです。▼計算式当月の変化率（%）＝(当月のメール送信数ー前月のメール送信数)/前月のメール送信数×100質問②上記ができ次第、3カ月移動平均も出したいと考えています。▼計算式3ヶ月移動平均＝(3か月前の送信数＋2か月前の送信数＋前月の送信数)/3  ★大項目2：スコアカードウィジェット上での習慣レポートについて既に別チケットでSurendraさんとやり取りをしているのですが、解消まで時間がかかりそうなので、オフィスアワー内で口頭で会話のうえ、解消策を模索できると大変助かります。 質問①：このレポートは、デイリーでの表示となっているのですが、600社ある対象企業のメジャー毎のスナップショットを、月次で表示させたいです。つまり、6月で600社数で色のレンジがそれぞれわかる積み上げ棒グラフ、7月で。。。という具合です。  質問②：同じく上記のレポートを複製し、「更新状況のみ解約」にフィルタで絞り込んで表示させたら、デイリーでの件数が1000件を超えてしまいました。こちらの理由が定かではないのですが、おそらく、会社が創立してから解約に至った企業のスナップショットが表示されているのかと思っています。理想状態としては、今期に入って解約に至った企業のデータに絞って表示させたい（できれば月毎で解約した社数を月次表示）のですが、対応方法ございますでしょうか？データデザイナーとレポート機能であれば、別オブジェクトをマージしたうえで上記のレポート算出もできるかと思うのですが、スコアカードウィジェット上でのレポートだと、データデザイナーが使えないかと思い、方法をご相談できますと幸いです。 

70
M
L
levansantContributor ⭐️
 Customer Communities (CC)
Zaps to alert for PHI?

Hi! I manage a community for a healthcare company and one of the things we are concerned about is any post that could contain PHI (personal health information). We have definitely included that warning multiple times in guidelines and on the community, but I was thinking that it might be good if we could create a Zap if any PHI is shared. I’m not sure how this would work or if Gainsight has any triggers on this, but I’d love to hear ideas from folks here.

121
DannyPancratz
T
Trevor.PrivratskyContributor ⭐️
 Customer Success (CS)
CC'ing Named CSMin Gainsight Program

I am working on putting together a Gainsight program to send messages to a large group of customers. At my organization, a group of a few hundred of customers are assigned a dedicated CSM. I am hoping to find a way to pull in the email address of the named account rep when applicable and cc them in the email program. Is this possible in GS and if so how would I go about doing this?

243
manda.edmonds
R
Rebecca.ChurchillContributor ⭐️
 Customer Success (CS)
Looking for advice on Digital/Pooled Customer Success Teams

Hello!!I have recently moved into a lead role for our Pooled Customer Success Management team and hoping there may be some seasoned pros here who would be open to chatting. I want to better understand how pooled/digital success teams are operating and what tools/softwares they use alongside gainsight to be successful. Have people had success with specialized roles within the team or has this been tougher to scale. Any advice you can offer is welcomed and any cautionary tales to help avoid wasting time if it will not work. Looking forward to connecting with people :)  Thank you!

496
kim_stone
danielle.leroux
danielle.lerouxHelper ⭐️
 Customer Communities (CC)
Metrics on Default Language Settings

Hi there! Wondering if Gainsight offers any metrics on the default language settings chosen by user accounts in the community or if anyone tracks this and how? We can see what IP address/country users are coming from, but don’t necessarily know what language they’ve chosen to view the community in.

80
danielle.leroux
C
cbreshearsContributor ⭐️
 Customer Communities (CC)
event.Published not a valid webhook

 Can anyone subscribe to the event.Published webhook?Gives me:Error: 400 - {"message":"Bad Request","description":"Invalid event"}While adding other webhooks works fine. 

182
Kenneth R
judahs
judahsContributor ⭐️⭐️
 Customer Communities (CC)
Preserving class names (or any unique identifier) in article markup when using API to create articles

Is anyone here aware of a method to preserve html class names in articles when they are created via the API? We are encountering a limitation with the Gainsight article API and I’m curious if anyone has found a workaround. We are using the Gainsight community API to create articles in the community knowledge base based on articles that exist in our Salesforce knowledge base. The articles are authored in a separate tool, Madcap Flare, that publishes them to Salesforce as knowledge articles. From Salesforce, we sync the articles to Gainsight CC so that customers can access them.   There are a subset of articles with complicated layouts that contain class names for styling, applied in the authoring platform by our tech writers. When those articles are sent to Salesforce they retain any class names applied to html elements in the article. But when the articles are created in the community knowledge base by the Gainsight API, the class names are removed. This seems to be by design, as we ar

120
judahs
S
scampbellContributor ⭐️
 Product Experience (PX)
Engagement failing to launch from KC bot

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!

331
link_black
ryanne.perry
ryanne.perryHelper ⭐️
 Customer Communities (CC)
Product updates post workarounds? Can you link directly from an article like a quick link?

Hi! I know quicklinks can route directly to another URL, but is it possible to do the same from clicking on an article? I’m asking because we recently set up our product updates path, and our CMO is pushing for fewer clicks. Personally, I see value in keeping product updates as posts since they’re both searchable, filterable by release date, and customers can interact with them. Has anyone tried something similar or found a good workaround? I’d love to hear your ideas

142
ryanne.perry
C
cansuyContributor ⭐️
 Customer Communities (CC)
Braze and contact automation

Hi everyone, our company uses Braze as marketing automation/email campaign tool and I’m trying to figure out how to connect our Gainsight to Braze to update lists on Braze (to create flawless onboarding and re-engagement campaigns, see more insights/analytics etc) Braze is in product list of Make but Gainsight is not and the opposite for Zapier - Gainsight is part of Zapier and Braze is not.  Wondering anyone solved this chicken-egg dilemma? Thank you!

50
C
HollySimmons
HollySimmonsHelper ⭐️
 Customer Success (CS)
Send Notifications to End Users

I would like the ability to use Gainsight notifications for our own alerts, things that don’t need to be a full CTA but more of an FYI. This would held keep cockpit clear for things that require action/tracking but ensure we keep our CSMs up to date with key things happening on their accounts.  

502
HollySimmons
JessicaMendez
JessicaMendezContributor ⭐️⭐️⭐️⭐️
 Customer Communities (CC)
Private Community - How to change SEO homepage description

Hi everyone!Is it possible to change the SEO homepage description for our private community? I’ve already changed it to the desired description by going to Customization → Site Identity → Meta description. However, when I search our community on Google, I notice that it still shows the standard description: On the Forum you can ask questions or take part in discussions. Thanks in advance for your help!

412
meredithw
C
corrie_amoContributor ⭐️
 Customer Success (CS)
Can anyone provide clarity on arguments needed to pass to data design functions?

Apologies in advance for the essay, but this is just one issue I’ve had using functions in Data Designer caused by lack of clarity in the documentation.I am adding a formula field to a data design to convert a string field to a date field. The string field contains only dates written in the format “YYYY-MM-DD”. I am attempting to use the “To Date” function to change the data type. The documentation has only the following information on this function:“To Date: This parameter returns any string data type field or value containing date into the Date format provided by the user.Note: If the date format is not provided, the default value considered is yyyy-MM-dd.”What the documentation does not explain is how this should actually be entered into the function as it appears in data designer. I enter the name of the field I wish to convert then it prompts for “Format of Date” - it looks like I should have options to select but there’s nothing there. See below:I entered “dd-mm-yyyy” here (which

1185
manda.edmonds
J
jwrenContributor ⭐️⭐️⭐️⭐️
 Customer Communities (CC)
Author notification when post goes live

We require moderator approval for all topics and replies. Is there any mechanism in place to notify an author when their pending post is approved? When an author submits a topic, they see the banner mentioning that their post will be reviewed before going live ✅ But then nothing happens when the post is approved. No notification at all. And it’s especially painful for a submitted idea. Unless someone is regularly checking the community or ideation page, they won’t know their post is approved until someone else comments or changes its status. Is there a way to create a new system email that could help in this instance? Something that simply says, “your post has been approved and is now live”?

101
Kenneth R
M
MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
 Customer Success (CS)
Product Utilization Dashboards - CS

Hey there! Does anyone have any product utilization dashboards for CS?  I just wanted to get a couple ideas visually if anyone has something:) Thanks!

130
M
L
lwhithamContributor ⭐️
 CE & Skilljar by Gainsight
LMS (Skilljar) data in Gainsight CS

We are a Skilljar customer and are excited at the possibility that our training engagement data is going to be available inside Gainsight to help determine company health scores and create CTAs. Is anyone using this feature now and if so, I’d love to pick your brain to see how you’ve linked your accounts. Thanks in advance! 

422
L
N
NaotoShimizuContributor ⭐️
 Customer Success (CS)
I want to be able to edit inline in SuccessPlan reports.

I know that SuccessPlan is not currently an object that can be edited inline in reports, but are there any plans to add it in the future?Also, is there a way to easily edit SuccessPlan custom fields on multiple records?I have another question regarding inline editing.The URL below lists "Low-volume custom objects" as objects that can be edited inline in reports, but what kind of objects are they specifically defining?＜Official URL＞https://support.gainsight.com/gainsight_nxt/Reports_and_Dashboards/User_Guides/01_Create_and_Share_Reports#:~:text=Enable%20Inline%20Editing,-To%20enable%20inline&text=editing%20in%20Reports%3A-,Navigate%20to%20Insights%20%3E%20Reports.,the%20Enable%20Inline%20Editing%20toggle

131
spencer_engel
baraica
baraicaContributor ⭐️⭐️⭐️
 Customer Communities (CC)
Employee Access & Permissions

Hello again 😅I’m currently working on getting my product marketing team to post product release notes and other announcements. What type of access are you giving them in community? 

11011
mitchell.gordon
A
aisha.barajasContributor ⭐️⭐️
 Customer Communities (CC)
Ideation set up

Hi! We are in the processes of setting up the ideation module in our community. We are currently testing it in sandbox. When I test post an idea (as a user) I get a notification saying my idea needs to be approved by a moderator. Is this because it is in sandbox or do all ideas need to be approved by a moderator?Also, we are planning on slowly rolling out the products you can leave ideas for. Is there a way to make the idea areas different from the product areas drop down? 

193
Kenneth R
L
luke.woodburyContributor ⭐️
 CE & Skilljar by Gainsight
Northpass down?

Hi,The Education (Northpass) link on our community currently leads to a blank page for users, and it looks like the Northpass admin back-end is down for me as well. The CE status page wasn’t showing anything wrong as of a few minutes ago, so was hoping it’s not just our site?

596
Y
D
djarvisContributor ⭐️
 Product Experience (PX)
Once per visit never launches

I have an engagement that when the qualification scope is set to Every time (paywall) the guide launches flawlessly as expected. When set to Once per visit however, the guide never launches. Any ideas on how to solve this?

575
rschlette

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