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Customer Communities (CC)

Discover how to build engaging, vibrant communities with the CC platform

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  • 8,905 Replies
Jessica.Quazza
Jessica.Quazza
started this topic

2024 State of Community Survey

Fostering a thriving customer community holds immense value in today's digital landscape. We are constantly talking to customers about the c...
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Community Unplugged Content Available On-Demand!

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ElleShutty
ElleShutty
started this topic

CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you h...
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2522 Topics
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
If you have Zapier Automations using the New Topic Trigger, they might be broken

I created a support ticket (#356780) to report the issue. Hopefully it’s a quick fix, but it wouldn’t hurt if you also let them know it’s impacting you and reference the ticket. The issue stems from something that changed in the payload of New Topic trigger at some point yesterday. Looking at my Zap’s runs, I see that Topic Url changed from a complete URL to an incomplete URL missing the domain info and only providing the Topic path. Previous payload before the change; note a full URLPayload after the change; note the incomplete URL 

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DannyPancratz
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Making some posts public

I have a fairly basic question that I'm hoping someone can help me with- seems like I missed the 101 part of this fundamental.Our community is technically "public" however there is a login screen required to access any pages beyond the homepage, events page, and customer support page.I'd like to make a handful of articles publicly accessible, but I'm not sure how to do that since the community sections they reside in are private. Is there a specific setting on the article page that allows you to configure its visibility independently from the overall community section?

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Laurenseife
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mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
Add community group membership information to Gainsight CS

Hello, we currently have the Gainsight CC and CS connector set up with basic information piped into 360 dashboards from the community. We would like to add in another specific metric - membership in a specific group. I’ve reviewed this documentation on available objects and am not seeing this information available. Hoping I’m simply missing it and would appreciate any guidance!

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mdfahd
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tmo_mike_cContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How do I reset a users password?

I need help resetting my user’s password. They have tried the Reset Password link, but never get the email. Is there some way on the back end to just change the password or send them some verification email? I tried just manually changing the password myself but it still doesn’t let them in. I did get confirmation on my end that the password was changed when I changed it. Thanks!

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Blastoise186
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AwagnerContributor ⭐️
asked in Customer Communities (CC)
Best Workarounds for the 50K Character Limit?

How do you handle the 50K max character count in articles/topics when cutting content isn’t an option, and breaking it up into comments wouldn’t be intuitive for customers? Any workarounds or advice?

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Chris Hackett
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Communities (CC)
Can I add a Topic banner on one specific page only?

The Topic banner currently seems to be shared across all Community pages. Is it possible to add a similar banner to only one page, e.g., Product Ideas?

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Kenneth R
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lwackertnHelper ⭐️⭐️
asked in Customer Communities (CC)
Can't customize error.500

In the past when a member of our community was not logged in but tried to access information in our gated section, they would get an error.403 message asking them to log in (which we customized). Now they are getting the message below.However, error.500 is not listed as a customizable phrase for me. How do I edit this page? It makes it sound like there is a technical error when they simply need to log in. 

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Kenneth R
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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Is it possible to create a completely custom section?

 We would like to know if it is possible to add something of our own? And also maybe someone knows why some widgets are disabled? Thanks in advance for your answers!

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Kenneth R
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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Custom header with search

Hi there! I wanted create custom header, and there I would like to have search bar for example like from “search banner widget”. Could someone tell me please how could I aim this feature?  

435
Blastoise186
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Engagement Metrics

We are not using the Salesforce to Gainsight integration so our engagement analytics do not look good. Is anyone else calculating engagement metrics manually? Are you using page views? Any help is appreciated, thanks!

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juan.delrio
ahamburg9
ahamburg9Helper ⭐️⭐️
asked in Customer Communities (CC)
Ping Identity SSO

Hey All,We are trying to set up an external sso for our customers using Ping Identity. We have our sso set up for internal employees (using SAML 2.0 protocol). Our new instanace of SSO, we are struggling to get set up using OpenId or Oauth 2,0. Any help here would be great. Thanks,Anthony

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Blastoise186
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DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Datagrail and Gainsight community integration

Does anyone else’s company use Datagrail and use Gainsight Communities? Our privacy team uses datagrail, and we have to manually delete user data with each request, but trying to see if anyone was able to leverage some time of automation or integration for these data deletion requests?

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Blastoise186
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mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
How federated search with Zendesk

Hello, my community has set up federated search with our Zendesk knowledge base. Does the searching functionality described in this post generally apply to external resources as well?Obviously, Zendesk articles don’t have all of the attributes listed here (replies, tags, answers, etc.). Does that leave us with keyword matches in the title, followed by keyword matches in the content?  If there’s any other documentation on this (which I couldn’t find in my own search), I’d love to know!

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Blastoise186
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
Test topic - test here

We don't have test topic here so here it goes. You can post and test different things in this topic.

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revote
Blastoise186
Blastoise186Helper ⭐️⭐️⭐️
asked in Customer Communities (CC)
How to deal with user confusion over cases when the Super Users are seen by others as "Company Staff" issue?

Hey, first time back here in a while (been pretty busy!) so please go easy! I’m still getting used to the new setup here!!! :)Oh, and just a heads up. Just as an example of quite literally how unique my presence here is - I’m actually a Super User/Forum Volunteer on my home forum over at OVO and basically the only such member of this one as a result!So, I’ve got a bit of a weird question that I don’t think gets talked about much but I kinda wanted to ask it anyway as maybe I can learn from it… And maybe it’ll provide some food for thought for everyone else?The TL;DR is how do you deal with cases where visitors to your community are - for whatever reason - confusing Super Users with your Staff by assuming that SU’s are Staff even when they’re not (and try their best to make it clear!)?Longer version is that I’m known for being incredibly active on my home forum and have racked up some pretty incredible stats which put me far ahead of basically everyone else, mostly because I have a lot

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Blastoise186
Johnk
JohnkHelper ⭐️
posted in Customer Communities (CC)
When a member asks a question to which there is also an idea - do you convert and merge or let stand?

Good morning people! Sometimes we get members who ask a question that is already in the Community as an idea (because we don’t have that functionality yet). For example, we had a question “is there a dark mode for the site”?  There isn’t but I linked them to the idea to add that functionality.Would you recommend converting the question into an idea and then merging it into the previous idea to clean things up? Or would you recommend leaving it as a question? I mean I want to keep the Community organized and make the info easy to find for members. But because that member didn’t see the idea in the first place, I thought I maybe should leave it as a question so others are more likely to find and then the link to the idea which could reduce the chances of another question or idea being submitted for the same thing.  

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Johnk
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Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Community Analytics  filtering by role

Community Analytics When filtering content within the community by the "Author User Role," I would like to clarify how the filtering works when multiple roles are applied. Specifically, does this filtering display only those users who possess BOTH roles simultaneously, or does it include data for ANY users who have EITHER of the specified roles assigned to their accounts?  

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Julian
JulianGainsight Employee ⭐️⭐️⭐️
published in Customer Communities (CC)
How to manage tags on your community the right wayGuide

The more content your community has, the more diverse will be the tags your users have entered. You might have seen spelling mistakes or various ways to label the same thing on your community as well. This makes it hard for your users, as nobody will search all different tags of the same thing in order to find what they are looking for, right?   Our tag management feature will help you to find the right tags, and the automatically suggested tags in consequence will help to structure your content much better. This guide will help you to find the right approach that fits your community.   Step 1: Find what tags are being used currently   If you go to [Settings] - [Public Tags] in your Control Environment, you will see a list of all the tags which are used on your community, sorted by popularity:     If your community is small or new, the list probably will be easy to browse. However, for larger communities, there might be several pages full of tags. In this case, you might wan

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Johnk
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Stephen.TrumbleContributor ⭐️
posted in Customer Communities (CC)
Navigating ChatGPT responses in your communities

Hello community!We recently have seen an uptick on members using ChaptGPT responses to answer members questions. There are often times when multiple “members” respond with almost identical answers and making it harder for our Champions to have visibility on their answers to these questions. How are you all managing the use of AI generated responses? Have you updated your T&C? Sent warnings or suspended members? Would love to hear how other communities are navigating this.

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Blastoise186
FMEEvangelist
FMEEvangelistHelper ⭐️⭐️
asked in Customer Communities (CC)
What's the Custom Phrase for Banned Users?

Hi community people!I’m trying to figure out the phrase to customize the “You’re Banned” message. Does anyone know what it is?I’ve tried:Forum: You've been banned or your account has been deletedCommon: You've been banned or your account has been deletedBut no joy.Any info is appreciated.

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FMEEvangelist
svh
svhHelper ⭐️
asked in Customer Communities (CC)
Embedded Vimeo videos showing as not available

Hi! All of our Vimeo videos are showing as unavailable and I cannot get them to work again. I’ve tried embedding the link again but get the message that the domain is not supported. According to this doc  Vimeo is still supported. Any advice will be greatly appreciated, thanks! :)

573
Kenneth R
erin.brisson
erin.brissonContributor ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
Avg. Response Time vs Avg. Answer Time

I’m not sure if I’ve been looking at metrics for too long but I noticed in my FY24 that my avg answer time is lower than the avg response time and that doesn’t make sense to me. You’d get more replies before an answer is tagged, right? 

286
erin.brisson
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Segmenting access to Ideas page

Am I able to customize page visibility for access to the Ideas page, like I am able to do it for custom pages?  

415
Laurenseife
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
What's the Hidden Phrase for an empty Notification Center?

What is the hidden phrase for customizing this this via control? Phrase that shows in an empty notification center Update: I edited this from the original post, as this question confirms the NC should not show for logged-out users, making much of my initial post unnecessary (once the bug is fixed). 

729
revote
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Hyperlinking product updates in a filtered view

I am using custom pages to create individual landing pages for each of our products. On each landing page, I replicate a typical homepage with tiles that link to the community, knowledge base, and product updates sections.The community tile leads directly to its respective community topic. The knowledge base tile directs users to the relevant knowledge section. The product updates tile should link to the product updates tab, already filtered by the specific product.Currently, I am hyperlinking the URL after selecting the appropriate product filter. However, when a new product update is posted, the URL changes and no longer points to the filtered view of the latest updates.Does anyone have recommendations on how to generate a stable URL that always displays the latest content for the product updates? Or should I consider this a support issue? 

223
Laurenseife

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