Archive

Currently, we can see bot interactions to identify users that have clicked to open the bot. It would be great to know if users are interacting in other ways as well. There are the available features for a user to drag the bot widget and to resize the bot window. It would be beneficial if the Analytics would show if users are utilizing those features.We’ve been debating using a UI Element as an anchor rather than the GainsightPX widget, but the UI Element option doesn’t allow for dragging or resizing to be enabled for the user. We’re wondering if anyone is using the dragging or resizing, but we don’t have any visibility into that. cc: @JPKelliher @Gainsight2022 @woodlande @wheelern @Lake1211 @mpalermo 

test

Our Product org uses Productboard but expects end users to go a step further after creating a Note and link insights from within the Note mapping to Product feature sets, as well as establishing the “Importance” while doing so. The Gainsight integration does not appear to allow users the ability to go this extra step, therefore use of the connector would require users to create the Note through Gainsight and then still navigate to the Productboard to create the insight links, which doesn’t save any effort on the part of a CSM.I fully understand this would likely be a herculean effort to accommodate - unless something already exists of which I am not aware (though I haven’t seen it documented) -  but without this capability (and the limitation of only being able to sync records that were logged through Gainsight) the usefulness of this integration for us is going to also be limited.

From customer: We were wondering if there’s a way we can have an option in the future where we can require a specific Timeline Activity to be submitted as a prerequisite to being able to close out a specific CTA. To elaborate on the use case, we want to instruct CSMs move a certain CTA to status Closed Invalid under specific circumstances. However, we want CSMs to submit a timeline activity explaining why it's invalid before they're able to move the CTA to Closed Invalid.

Hi Team,Currently, All the activity types are shown up under C360 section. It would be good if we have the ability to restrict the activity types based on the C360 layout that we opt.Use Case: We are using different Activity types for different verticals and all of them are showing up under timeline section which is causing some confusion for CSMs. It would have been good if we had the ability to restrict them based on the C360 layout that is assigned to that company.  

We have a lot of CSMs that like to download/export report data and use in Google Sheets. Unfortunately, many of our CSMs do not have Excel licenses and therefore have issues with the current report exporting functionality. If the ability to email the export to yourself existed as an option it would allow for CSMs to easily open from their inbox in Google Sheets. 

The new C360 summary is fantastic but one missing widget is a relationship health view. If I am looking at the summary of an account it would be great to see the health of each product / service on the summary page and also have this widget quick link to the Relationships section

Currently when building a Scorecard Mass Edit Report, the lookup field of “Score Modified By” is not available, but when you build a Standard Report on the Unified Scorecard Fact - Company/Relationship, the lookup field is available: Scorecard Mass Edit Report:Standard Report: This would be very useful data to have alongside the Mass Edit data to get a big picture of the data together with the ability to edit scores.

Hi, We are running several specialized groups and would love to create an application form as part of the group approval process. For example, we have a group for professionals with 7+ years experience, it would be great if we could ask them ¾ questions to confirm they have the right experience and to ask what they hope to get out of the group. Thanks!  

I think adding the ability ability to update or disable notifications for a certain subset of users (e.g. based on license type) would be very valuable,

Background: Some customers have multiple knowledge bases (ie. internal vs. external, basic vs. engineering, etc.). Fore example, one customer of mine uses HigherLogic and ThoughtIndustries, both of which are actively in use.  Problem: While we can set up multiple knowledge base integrations with PX, a KC bot can only draw from one knowledge base at a time. This means that customers must either choose between their knowledge bases even when both are relevant to the same KC bot, or create multiple KC bots that appear at different times or locations in order to make all KB content accessible in their application. Request: Allow one KC bot to surface content from two or more knowledge bases at a time. 

When using the S3 destination for bulk data exports, additional user or account attributes can be added to the export by adding additional audience 'Group By' fields. When these fields are added, they are displayed in the resulting CSV output in some pre-determined order, causing pre-existing fields to shuffle position. This breaks data ingest configuration in downstream tools, and complicates data export. Ask: please allow for column ordering in the bulk data exports table so revised exports don't break existing downstream data ingest configurations.

In Email Log V2, the Clicked Url and Clicked IP are now stored in a JSON field in the Link Clicked JSON and those values must be extracted from it. In Email Logs (Email Log V1), the “Clicked Url” is the last Clicked Url so this field will be updated as many times as the end user clicks it in an Email. Whereas in Email Log V2, the “Link Clicked Json” is appended with the Urls whenever the end user clicks a Url in an Email. Similar to Email Log V1 the new field in Email Log V2 will be updated, but the Json supports multiple Urls.The issue is there is no function that allows us to extract all the records/fields from the Json. It would be great if we add a function in Data Designer (and maybe other areas of NXT) to extract all the data from the Json, i.e., url, clickedCount, ip, or a child object with discrete records/fields for the extracted Json values so they can be accessed directly.

I have a resolved issue with Support that might be of help to others in the future so I am posting this here. We had a feature that was not tracking events yet everything seemed to be configured properly. After much trouble shooting we identified that Feature URL rules have a specific flaw that will make it fail to capture the events. You may not use a wildcard (*) before a period (.) at the start of the URL (untested in the middle)Example: *.company.com/page*    will not work as it has a (*.) at the beginningExample solution: *company.com/page*   by removing the period (.) we have resolved the issue and the feature now tracks the events.  The reason for posting this as an Idea, is because a warning message would be useful to tell users that the (*.) configuration is invalid. A simple popup warning or a block from saving that explains the invalid nature of the configuration. Alternately, a patch that makes the (*.) a viable configuration would also resolve this as a defect.I hope that

It would be great to have an image as a background on blocks in the new Email Template drag and drop editor rather than just colors! This would help stay aligned on brand guidelines more closely. 

It would be great to require fields at creation. We have this issue with CTAs that you cannot require fields at creation, so we have a lot of Objectives that are missing some customized fields that we want filled in. If we were to switch to customer goals, I want to be able to identify fields required to create and fields required at “close”

Improvements to dashboard builder has been fanstastic - but still some areas to improve efficiency and overall maintence Locking the widgets/reports.  When you remove a widget, I would love if all the existing widgets/reports would stay in place.  Current state, if a report/widget is removed, all the widgets do this tsunami action and start moving around and get out of order.  Its a real pain in the behind and not the easiest to move around and put back in placeAbility to drop a widget / report in a certain location.  Another consideration is having us the ability to drop a widget/report and staying there.  Currently when adding a new widget/report, Gainsight automatically puts it at the bottom of the dashboard and then you have to drag and drag it to your spot.  It then becomes REALLY annoying since the other  widgets/reports are not locked so everything starts shuffling around just because you are trying to move your new widget in place Happy to share examples / videos of this issue

Posting on behalf of a client: It would be beneficial to have an option to show unanswered questions when looking at a survey response from a client. Maybe a toggle to populate all survey questions when on the survey response page. 

I would like to create a custom field in the profile settings that triggers another action.  For example I can create a custom field to request account deletion.  It would then trigger 2 messages:1 to the admin to request this action1 to the user to notify them what this means, their account will be deleted in 14 days, and they have until then to update their users settings and cancel the deletion. Or when they select a particular custom grouping like “Industry: Automotive”Sends admin a PM to process group invitation

It would be great if I was able to filter on specific topic attributes in the user overview page. For example, if users topics are solved or not. For example, I would then be able to create a segment with users that:Topic > equals to = 1 Topic > best answer/solved = no Topic > replies > more than = 0 User registration date > less than 5 days ago User last activity > less than 5 days ago Replies > equals to = 0This should segment all newly registered users that has created a topic that has gotten replies, but the author hasn’t yet marked anything as solved/best answer. I think this would be really helpful to engage users to revisit their topic.What are others thought on this?If this is possible to do today with a workaround, please help me out! 😊

We use Private Groups a lot but the engagement does not get accounted for the user.Is it something I can configure to include today?If not this needs to be available as a Configurable setting that the Community Manager could choose to get accounted for (and for certain groups/categories)?

I love that we have the ability to add a goal and variance to KPI widgets. As an additional enhancement, it would be great if we could adjust the text that is shown for the “Variance” field just like we can presently do with the “Goal” field. Is this something that could be implemented?  

It would be helpful if a filter feature was added to the Community module so that new users searching for content could filter by answered questions rather than just by content type, similar to how users can filter the idea widget by status. 

For the Community automation regarding emailing content creators to select the best answer after X days, it would be very helpful if the logic could be expanded to only email the content creators after X days and after multiple answers were submitted. The existing automation capabilities allow for the potential of asking users/customers to take action when it’s not possible (i.e. selecting the best answer when there weren’t any answers).

Error message pop up when character limit met or exceeded on string fields (255 character capacity). Field will save with confirmation pop up so user assumes the text meets the requirements but is overridden because it the characters are have passed the maximum allowed but there is no warning, no fail message, or no blocking in place to add additional text.