Unanswered questions

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!

We have updated lesson titles across multiple courses; however, the Search function is not reflecting these changes. In cases where titles were significantly revised, affected lessons are not appearing in search results at all.I have had a support ticket open regarding this matter for four months without resolution. Given the direct impact on the student experience, I wanted to reach out to the community:Has anyone else encountered this search indexing issue? Have any workarounds been identified that could restore search functionality in the interim?

1.5ヶ月(四半期半ばと四半期末)に1度のペースでサーベイを送信する機会があるのですが、1度の期間に送信するサーベイの種類が40~50コ程度とかなり多く、プログラムの作成と部署内のWチェックの工数が嵩んでしまっています。また、プログラムを作成するたびにオブジェクトも際限なく増えてしまうため、データ管理の画面も煩雑になってしまっています。なお、サーベイは、共通のテンプレートを毎回40~50コ分コピーし、タイトルと送信対象を変えているだけで、実際のところは2種類を使い回しています。リレーションシップIDなどを活用してもっと効率的に運用できないかと考えているのですが、適切な方法はございますでしょうか...？ 

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! 😊

Good Evening All,I am trying to determine pageviews by community module.With PX I can use a custom event and add the module info from teh inSidedData object.. I have discovered that in ONLY works for category pages.The actual content page does not define a module. Anyone have any ideas?? 

オブジェクトではデータが存在していることが確認できますが、タイムライン表示で見ると表示されない項目があります。これは仕様でしょうか？？ (API連携でもデータが取得できることを確認しております。) 

We have multiple domains, one  internal-facing (for employees only) and another external-facing (for customers, although internal users can access it too).When managing domains, there is a setting for Cross Domain Access. It says “When "Off" - students will need to register (or purchase) the course separately on each domain for access. When "On" - a student may access the course on any domain after registering once.”Two QuestionsWe want internal employees who enroll in courses on the internal domain to also be able to access those same courses and see their progress when they log into the external domain. Will enabling this setting accomplish that? Important: We do NOT want this to work in reverse - external customers should not be able to access internal domain courses. Does this setting create one-way or two-way access?"

As our community continues to grow, I’ve noticed an uptick in spam accounts. While I generally trust new members — especially those I can validate through our CRM or their company email — there are some accounts I’m not yet confident about. Ideally, I’d like to set up a workflow where users with an “untrusted” custom role have their posts and replies automatically sent to moderation before they appear publicly.Although the platform’s spam detection helps, messages have slipped through, resulting in hundreds of users receiving unwanted email and Slack notifications — and in some cases, unsubscribing to cut down on noise.Has anyone implemented a system or process to keep a closer eye on new users before granting them unrestricted posting privileges? 

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?

We have recently set up the ServiceNow connector and I am finding out that it’s much more complicated than Salesforce to map and create hyperlinks in reports.  I’m looking for someone with some experience to solve for creating a hyperlink into our ServiceNow Gainsight reports that will allow the user to click to be taken to the ServiceNow Case external page.  I have the Concat formula method for Salesforce but the issue we are running into with Service now is the link changes based on the type of case created (Support, Finance, Service, etc.).  I don’t see a way to create logic in the formula to change part of the hyperlink based on the first 3 letters of the case number.  Examples:  https://support.company.com/now/sow/record/sn_customerservice_support/Case [Source ID]https://support.company.com/now/sow/record/incident/Case [Source ID]https://support.company.com/now/sow/record/sn_customerservice_finance/Case [Source ID] Case Link – I need to Concat these parts to build a hyperlink: &lt

ここを初めて利用してみるので、何は過不足等あれば教えてください。社内で独自に行っているアンケートの送付用に対象となるお客様リストを作りたく、下記のようなことができるか質問です。 特定の条件に当てはまるCompanyに紐づいたPersonのレコード毎に、担当CSMにリストに[加える/加えない]の選定をしてもらう CSMの選定内容を、MGRが確認して[承認/非承認]を設定 承認内容を見て修正 最終的に承認されたレコードを出力

Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png​ Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario.  Thanks for your consideration.  Logan Thome

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.

We have over 20 products that have many releases, updates, UI changes, etc. We always have to edit articles to update them but need to schedule the republication a week or more out. We need the current version of the article to stay public until it’s replaced by the updated version.How can we accomplish this without being able to save changes to a published article in drafts?We have over 5,000 articles on our KBs and really need a system that works. We cannot update every article on the day it releases. 

Hello - Curious if anyone has had success with a similar use case:We hosted a partner event and would love to share pictures from the event on our community. Sharing 25+ pictures on one post would require a lot of scrolling and wouldn’t allow for engagement/comments on a single photo. Posting 25 separate posts also doesn’t feel ideal. Has anyone attempted to do similar and found a good solution? Thanks!​@hilaryschuldt 

What is the roadmap for Gainsight CC for mobile? Interested in things like text notifications for example. 

Hi All - Is anyone pulling community results into Zendesk? If so, how? Are you using the embeddable widget? Have you set up a federated search? Just curious what our options are!

Before we roll out our learning paths and courses, we have members of our Customer Support (CS) group act as internal testers. They go through the learning paths and provide feedback on how to improve the courses and quizzes. Based on their feedback, we then make necessary changes to the courses and questions.To ensure that those who completed the course retain their achievements, we must "Publish to New Learners."We would like to provide another method for internal testers to access the courses while also being able to see updates as they are made. Does anyone have a process that they use?

Hi community, I’m looking for a way to create a temporary pop-up modal yet my html widget and css code only shows me a glimpse of the pop up I’ve tried to create only when I click to layout option in the control bar (?) Anyone who can help with the logic please? Thank you so much!

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

User Case: Webinars are furnished by the org. I would like to be able send a link that connects them directly to the webinar (course enrollment… unfortunately no). To protect against others orgs accessing IP, we require a user to be a part of a group to enter. When a GROUP ENROLLMENT link is sent, and there is only ONE course, the user will fall directly to the course/webinar. When there is more than one course, they fall to the home page. I also want to provide access to all product related webinars (meaning I cannot select “in catalog/for sale”Looking for a solution that (with one link?): Enrolls a user in a group (one course, sends them directly to the course) Enrolls a user in a second group (enrolls them into the rest of the related webinars).orEnrolls a user in a course and sends to course also enrolls in a groupI was thinking of trying a webhook, but unless I get IT time, I do not have access to a server. Happy to try and use AI if someone has an idea of how I can complete it my

I am trying to re-establish our timeline to SF activity sync. This is currently set up to sync to Salesforce Events but the sync is throwing errors because the timeline entries have no duration. We do not (and will not) require that CSMs add a duration or end time for all timeline entries. Gainsight Support says there is no way to automate a work-around to this. Does anyone have a creative solution? Are you logging to Salesforce Tasks instead, even if timeline entries are not actually “tasks”? 

I would like to perform an analysis on communications sent from Northpass. to Identiy open rate, click through rate etc. Is there a way to do this?

Hi Community! I have two questions regarding adding/inviting employee’s to the Community.How are you setting up their roles to indicate they employees but they only have regular register user rights? If they are setup, how do you make sure they are excluded from the Analytics reporting? I currently have a custom role and rank for our employees so that I can assign a logo and build a employee MVP board but it’s excluded from taking up a moderator/admin role. Do you have any workarounds for doing this more efficiently? I am responsible for sharing data metrics weekly at this point as our Community is new and trying to make this process easier.Any thoughts and advise is much appreciated!

Hey Everyone,We will not have Office Hours this week and next week (Thursday’s session) due to holidays in India. We’ll resume our regular discussions the week after, and I look forward to connecting with you all then!P.S. In case there’s any change in schedule, we’ll update you on this post.-Shiv