Unanswered questions

re: the recent Salesforce Connection Failure...Can you confirm if this impacted the Northpass app (as a subsidiary of GS), or only the Gainsight app?  

I’m trying to get a PX engagement triggered from Journey Orchestrator. From the support documentation (isn’t there one for the new programs?), I learned the following:Only the company and relationship persons with a valid PX user ID can be added to a Program with at least one engagement step. The participants are moved to failed participants category if the above condition is not met with an error stating Invalid PX user id. I see this behavior confirmed in my test, so I’d like to learn more about how this check is performed. What field on the Relationship/Company Person is used in JO as the PX user ID? Is it auto-populated from the PX connector? And if so, can we overwrite it to fix wrongly coupled contacts?

Hey there 👋I’m curious to learn from any AEO experts out there. How are you keeping your library of community threads clean and up-to-date for AI-powered search tools?Any tips or best practices for making sure your best (and correct) answers come to people using those engines?

I'm looking for approaches to objectively test whether our customer health score is actually predictive and effective.  We've built out our scoring model, but I want to move beyond gut-feel validation and use data to verify it's working.  Does anyone have any experience or recommendations in this area?

Gainsightにて、特定カンパニーのCSMの値がnullから値ありに変わったことをトリガーにCTAを作成したい。具体的な手順を教えてほしいです、 背景、業務の流れOB担当者がアサインされたら、OB担当者にOBのPlaybookを割り当てて作成したい。

I’m creating several reports for team managers in Staircase. I want the reports to be easy to understand, yet impactful, as I expect we can start to use these to quantify the need for extra manpower or to inform our performance reviews. So far, this is what I’ve come up with:  In this particular case, I’ve filtered to a time frame of 90 days; and while some of the team shows “5 days” of effort, others show just a few hours. Can someone share how “Effort Time” is calculated? My working theory is that it includes all emails sent/received, cases worked and meetings had (customer-facing only), and that it does not account for meetings where my org is NOT the organizer.If someone’s “Effort Time” is, for example, 5 days, are we saying that out of 90 days the person has put in 120 hours (24hx5) or is it 40 hours (8hx5)? I want to have a solid understanding before I start making reports for the team managers. (Also a tool tip on that field would be awesome!)  Thanks!

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

We have the integration between our community and Gainsight CS in place, but I’m getting a bit lost in all the objects available. Does any one of those contain the views of custom pages?

We’re having difficulty figuring out how to export Gainsight Copilot responses - specifically in table format. I received an response in table format and it asked if I need an export of this dataset. When entering the next prompt that I do, it shows:“You can export this dataset using the following identifier:” The table again “To export, use the export or download option provided in your Gainsight or Copilot interface and reference the dataset_id above. If there is a specific export format you need or you require guidance on the next steps, please let me know!”There is no export option or id shown.I then clicked the copy icon next to the thumbs up/down icons and see it contains a URL, however when clicking the link, it only pulls up a Gainsight page with a 404 error. Not sure if I’m missing something obvious or if there is a setting I need to enable, but would anyone have any tips on how to enable exporting tables from their Copilot responses?

I am finding that a lot of times the “Extremely negative message” Lifecycle event is not what we would consider “Extremely Negative”. In many cases it may have negative sentiment, but it is not in the Extreme Category. What is the best way to calibrate this? I’ve been going through and trying to delete those that it has incorrectly classified, but I’m not sure that is helping to train the model. Any tips for how to improve this?  We have some cases where we have messages in foreign languages being translated via Chat GPT and it is flagging almost every message as extremely negative, even though in most cases they are simply reporting issues or asking for status updates as part of routine business. As you can imagine, a view like this is alarming for our account owners to see, and not accurately representing the customer relationship.   

Hello! I’m working with the toggles and can’t quite figure out a solution. The titles on my toggles are smaller so when they’re not selected they are smaller but when you select one, the toggle gets longer. Is there a way for the toggles to be that longer size without clicking on it? I’ve looked all in the CSS and can’t figure out what controls that. (Images below)  

I have a date selection field that users can submit a start date that we will store and then use for messaging. BUT I would like to hide the Submit & Next custom button UNTIL a date is selected.I have not yet managed to get it to work. 

Hi Everyone, I am brand new to Gainsight. I am trying to figure out how to send emails from Timeline or Activities. I see emails available in CTAs, but I can’t figure out how it works with Timeline. The only option available is to share the Activity, which includes the activity information, but no option to pull a template for external use, as we log the activity and send an email to external participants. I went trough the email configuration settings and timeline settings and could not find an option to include sending emails from timeline. Am I missing something or the option is not available. 

I created a segment to exclude, then used a segment rule NOT match any to exclude the accounts from an announcement (guide dialog engagement). On publishing it reverts to Match all. Even though it reverts and shows up as Match all, I think it is only showing to NOT match any but can’t be certain so have taken it down. Anyone else experience this and know what is happening here.

Hi y’all, I am getting ready to go on maternity leave and I am our only Moderator. We have someone who will be filling in but I am worried about all the Private Messages I typically get. What has anyone done to block private messages from coming in? I don’t want to delete my account since I will be back and there is not a way to automate an out of office message. 

 Hi, I’m Matthew, Community Manager at iD Mobile! 👋 At iD Mobile, our customer base was growing quickly... but our support costs were growing even faster. Sound familiar? 🤔Join Kieran Clarke (Head of Customer) and I on Thursday, 13th Nov at 12:30 to find how we reversed this trend and transformed the iD Community into one of the fastest-growing communities on the Gainsight platform, while reducing support contacts and tripling the number of customers who found answers on their own!We’ll share the specific initiatives and customisations that ignited Community growth, with practical examples you can apply. We’ll also share how to embed Community into your broader Customer Success, Support and go-to-market (GTM) strategies to maximise ROI.Look forward to seeing all of you soon!

How can I pull a csv of all of the user profile data from a list of users who have responded to a post? 

Hi everyone! I’m Micah Buuck from Lucid Software, based in Salt Lake City, Utah, USA. So excited to be at Pulse this week! I know how grateful I’ve been to connect with and learn from others over the years - can’t wait for more! See you there 😁 I wanted to share a sneak peek of my session on Thursday - Community as a CX Engine: Lucid's Playbook for Scale and Success.-A thriving community can be more than just a support forum; it’s a strategic engagement hub that elevates customer experience, scales support, and delivers invaluable user insights. In this session, learn the exact strategies, practical tips, and specific tactics Lucid Software implemented to transform its community into a powerful, company-backed engine for customer engagement.  Key takeaways💥 How to position your community as a primary channel for peer support and product feedback💥 Methods for extracting, analyzing, and disseminating deep user insights from your community to inform product development💥 Strategies for

I’ve been thinking about how I can do this, but am coming up short. In a simple example, this is what the data looks like:ID1 / String1ID1 / String2ID2 / String3ID2/ String4ID2 / String5The end result of my data design is that I want to concat all the strings for each ID like thisID1 / String1 String2ID2 / String3 String4 String5Can anyone help me think of a way to accomplish this? Thanks!

With the recent release of filter widgets for specific user functionality, we’re exploring how to create automated customer segments using our Salesforce integration.Our goal is to tailor experiences for different customer tiers, since higher-tier customers often have larger teams and dedicated CSMs, while lower-tier customers are usually solo users who need quicker, 1:Many support.Currently, we use an API flow with Tray.io to assign a custom “Customer” role in the Community once someone is verified in Salesforce. I’m wondering if we could expand on that logic to segment customers further by tier or account type.Has anyone else automated segmentation or personalized experiences like this within their Community platform? Would love to hear what’s worked (or not!) for you.

Hi there. We are have a recurring issue with Vimeo links.At times it all works fine, and then once in a while without any reason that I can see the system decides Vimeo links are not supported. Sometimes, but not every time, when this happens embedded videos in existing posts also disappear. Then after a few days it allows videos to be embedded again. Is this something I can do anything to resolve?   

If you don’t have processes in place to confirm (here’s mine), check whether your PX integration with Salesforce is properly matching contacts. We’re 10+ days into 40-50% of new users not matching despite no change to the integration setup in PX and no changes (that I”m aware of) on the Salesforce side. I’ve reported this to support and they are investigating, but I’m curious as to whether it’s impacting others as well. If not, I want to do more digging internally to confirm we didn’t cause this with a change on our side. 

I make bulk changes to account attributes using the S3 Account Import at least weekly, sometimes more than once per week. Every single time, I see the following behavior:S3 Account Import status.txt shows n updated records/successes, no errors nothing in the PX UI reflects any of the changes (not Account Explorer, Query Builder, etc.) I can GET from the REST API and confirm that all of the changes were applied to the data after 15-20 minutes, the table in Account Explorer still does NOT reflect any changes, but if I drill down to the user level, the individual user profile tabs (user or account attributes) begin to reflect the data modified using the S3 Account Import. This is gradual over 15 - 30 minutes. Account Explorer never reflects the data modified using the S3 Account Import any sooner than an hour later, and very typically it’s about 2 hours before we see data modifications in the Account Explorer tableSo my question is, what is the expected wait time for S3 Account Import cha

Is there an is issue with emails going out for badges?We just assigned ~800 users a badge and all the email notification are being sent back as undeliverable.It appears to widespread to legitimately be every email address. Could it be an email rate limit thing?  

Hello All,I’m currently preparing for the Level 3 Admin Certification and wanted to reach out to see if anyone has any insights to share. After receiving a lot of feedback, advice, support and personal opinions on Level 2 certifications, I successfully passed both level 2 exams and now onto the next. 😀 If you’ve taken the exam or supported others through it, I’d greatly appreciate any best practices, tips, or general guidance. Whether it’s about study strategies, areas to focus on, or things you wish you’d known beforehand, any input is welcome!Just to note, I’ve already gone through the official certification recommendations (Gainsight Level 3 Admin Exam Preparation and Review), so I’m now looking for practical advice from real-world experiences. I signed up for the test exam that is not proctored and allowed for 4 attempts to take. Thank you in advance for any comments or suggestions! 😊