Unanswered questions

Hi everyone, new GS learner here. I am trying to log a manual timeline activity and it shows there after I hit ‘Log Activity’, but then when I refresh the record, or close out of it and come back in, the activity is gone. I tried it on different accounts and same thing. Any idea?

Need an option to delete the Inactive dropdown values, Which is becoming an issue when we are filtering the dropdown column in the reports results in showing inactive values

Hi all!I am looking for some best practices… We are starting out with our user group program with specifically localized user group to bring these customers together (mostly virtual). For some user group I already have a host (customer) for other I am in the lead for now…But to get to groups started we want to start hosting some first virtual meet ups… But as not all our community members have found the user groups yet, I am wondering what your advise/best practice is for promoting user group meetups: As a Public event (and perhaps a referral to the User Group in the event description), or just keep them as a Group event (and only visible for people who are a member of such a user group). What do you do? And why?  

Hi all!I recently read Richard Millington’s piece on “community hygiene” and how the long-term value of mature communities increasingly depends on AI tools surfacing the right answers, not just popular ones: Bad Community Hygiene Is Starting To Cause Big Problems. One part really stuck with me: the idea that AI needs clear signals of truth/authority, structured information, and freshness signals to avoid confidently surfacing outdated or conflicting guidance That sent me down a rabbit hole on our “Best Answer” behavior, and I’d love advice from folks here.What I’m trying to understand (AI surfacing + “Best Answer”)When an AI assistant (ChatGPT, Google’s AI experiences, in-product community AI, etc.) pulls from community threads, how much does “Best Answer / Accepted Solution” influence what gets surfaced? A bit of context on us: we’re a B2B SaaS community made up of customers, with a Support team helping moderate and answer product questions.Today, roughly half of our Best Answers are

Hello Community,  Currently on my 3rd implementation with Gainsight but never used Teams for call recording to be integrated with GS caller intelligence into timeline/ Staircase. (previous integrations have been with Gong).  Has anyone found a way to have Teams calls configured to automatically record all CSM calls like you can with Gong, Clari, ect?  Our IT admin says Microsoft changed their policy and doesn’t allow this set up.   Can anyone confirm or provide more info here?

I created a ticket, status page look green: Email notifications doesnt work, least the “There is new reply in the topic”. Email doesnt arrive at all, or arrives later on When replying to the topic, it doesnt appear as a latest post to Latest feed All the comments cant be seen in ControlIs there anyone who have same problems?

Hello,  Does anyone experience issues with sharing associated Goals from a Success Plan through the Spaces functionality? When we access it from the customer view, the customer is not able to see the Goals linked to the Success Plan. How can this be resolved?Thank you!   

I would like to hear what is Gainsight's approach to GEO, meaning optimizing the community sites for AI bots and crawlers? We are going towards, or perhaps already living the era of no-clicks, instead of clicking the search tools (Google, ChatGPT etc.) are sourcing the answers from sites. People are less and less likely to visit our communities.I would like to hearhow are you making sure that it’s is easy for the (key) AI tools have adopted the contents of the sites? how key AI tools can fetch about the contents of the site through Google Index / Google Search API? how AI tools are can fetch new data from the site?

We’re exploring different ways to federate Community content from Zendesk and are curious if anyone has experience using the Webcrawler method or the API approach.If you’ve tried either method, we’d love to learn from you: How did you set it up? What worked well? Any lessons learned or pitfalls to avoid? Any guidance or examples would be incredibly helpful — thanks in advance for sharing your experience!

Hi everyone! I’m looking to get more insights into our community engagement.Is there a way to see what percentage of topics received their first response from a community member versus someone from the team? Ideally, we'd love to track this over time to measure how peer-to-peer support is growing.I wasn’t able to find a response here. Has anyone set this up or found a useful way to report on it?Thanks in advance!Petra

What tool is everyone using for the exit survey? Or are you even still focusing on exit surveys/deflection surveys? 

Regarding the Access Code domain access option, I would love to hear how others are managing the process of getting access codes to learners and guiding them through account setup.I'm curious about:How do you facilitate the process of getting access codes to your learners? (email, onboarding docs, automated way?) How do you explain the signup process to learners who need to use the code? Do you use one universal access code for everyone, or do you create different codes for specific groups/pools of users? What's working well in your process, and what challenges have you encountered?Thanks in advance for sharing your experience!

We’re running a multi-module certification program and have received consistent beta feedback around learner progress visibility and resumption behavior. Specifically: Resume behavior When a learner exits a course partway through a module and returns later, the platform does not return them to where they left off Instead, it restarts the module from the beginning Completion indicators Learners do not see a clear visual indicator of which lessons or modules they’ve completed While there are checkmarks/circles in the navigation, they appear the same for all lessons and don’t clearly signal completion at the lesson or module level Questions: Are either of these behaviors configurable within Skilljar? Have others implemented workarounds (UX patterns, design choices, or structural changes) to improve: “Return to where I left off” behavior Clear lesson/module completion signaling for learners? Or are these known platform limitations that need to be designed a

I think I saw this question in the community, but the responses were older. I want to add badges in bulk to select profiles - what’s the best way to do this? Thank you!

In reading the descriptions of each metric, I am not sure they are showing what they say.Conversion Rate: The percentage of searches that resulted in at least one click. Click-through Rate: The average number of search result clicks per search query.What is currently Conversation rate would usually be the click through rate. i.e. a search occurs and a click follows from those results. i.e. a click through. What you have as click through rate - average number, is presented as a percentage.??   A missing Metric would be CLICK RANK. Where in the list the result clicked sits. 

Hi Team,We have customized GS home page and in My Portfolio data is sorted by company names(Default). Is it possible to sort the data by other fields from the admin side so that end user need not sort every time when they login?

表題について、USロケールで許容されていない形式と判定されてしまうのですが、これは電話番号形式のままで対応可能なものでしょうか？入力値を「番号：+1-〜」のように成形する必要があるでしょうか？

Companyが持っているAスコア、Bスコア、MRRの関係性を添付のような2軸で表現したいと思っています。現在のReport機能だとこの表現をするのは難しい気がしていますが、なにかHackはないでしょうか。  

I’m hoping to leverage the Ideation feature in my community to collect suggestions for content/ page improvements from our members, however, i’m in the process of the page set up and hesitant about the page “Product Type” tag associated with it.Our intention is not to use this feature for product enhancement requests at this moment. Our long-term goal is to transition the Product Improvement process to the Gainsight Ideas feature. Right now, though, we're focusing on using it for Community improvements to build a proof of concept before rolling it out to our Product team.Has anyone figured out a way to remove the Product filter drop down in the “Create an Idea” form?_______________________________________________________________Adding images in case it helps:Want to remove the “Community area” section highlighted below (it previously read “Product” but I edited that in phrases as a possible work around.) 

I used to use “greater than “as a parameter to filter the template model that participants in my program would receive.This option is not available in the new editor. Have you encountered the same problem? How do you recommend I proceed?

This is a stretch but is anyone measuring sentiment in their community? If you are, how are you doing it?We have a team of social listeners who copy and paste every post we get from community into Salesforce and mark it as positive, neutral and negative. It’s a lot of work and we’re looking to automate here and there. Any insight would be very helpful!

We have a course that has a quiz. We have it set to allow 3 retakes of the quiz. We also have a milestone set that they have to pass with 80% in order to complete the course. However, on the first try of the quiz, if they don’t pass, they don’t have any option to retake the quiz. Can you not have milestones if you want to allow retakes and vice versa? Learners are getting stuck and I can’t see anyway to get past it except for completely resetting all their course progress (not just the quiz). Any suggestions, or is this just not possible in CE (Northpass)?Thanks!

We are launching to a new CS team soon, and we would like to update a large number of “people” in P360 that in our previous solution were marked as at risk.I know that in P360 you can create an Activity related to the contact and mark the “at risk” checkbox.Is there a way to do the update more at once?Note: right now no contact in P360 has any activities created yet. 

Hello! I’ve started to experience some issues with searching in my community because of keyword similarity, and I’m hoping to understand all of the options available to me. Recently, my company acquired a new product called “airfocus”, and now any search for “AI” (which is also a very significant topic for us) is dominated by airfocus-related content. I understand based on this documentation that there are quite a few factors that are weighted when displaying search results. My question primarily has to do with keyword match - in this case, I would think that searching only “AI” would be a more accurate, perfect match for our AI-based content that has only “AI” in the title, rather than airfocus-based content which simply contains the characters “ai”. However, this doesn’t seem to be the reality. Do we have any options here? Is there some way to indicate that “AI” is a more precise match for “AI” than “airfocus” is? 

I’m curious to know if anyone has created a customized experience for customers in a specific industry (vertical-focused). If so, could you share examples of industry-specific topics we could create in the community, along with any best practices or tips around personalization and customer engagement especially what worked well and what didn’t? Thank you.