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Customer Communities (CC)

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

  • 1,934 Topics
  • 6,902 Replies
1934 Topics
Eva
EvaHelper ⭐️
asked in Customer Communities (CC)
Community members add event to their calendars but then event gets changed or deleted in community - experiences/ideas /best practices?

Hello !In my community, we need to reschedule or cancel events quite often: change event dates or cancel events on a short notice because of reasons…We use MS Outlook + Teams to manage/host the events. I just realized:If community members add an event via “add to calendar” to their calendar, they transfer the date + info of the event as it i saved in the community during the time of the transfer.But, if the event date changes or the event is deleted in the community, there is no update in their calendar. As there is no connection. So basically, if admis etc. change the event date or cancel an event in the community, the community members need to be informed to add the changed event to their calendars again or delete it from their calendar.  Are there any experiences from other communities or ideas? 🙂Thanks!

240
Eva
7 months ago
A
AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
See who reads posts

Is there a way for us to see who (maybe identified by email) reads posts in our community? Use case: PMs sharing posts with regards to product enablement and to prove the worth of them spending time to share posts in the community it would be useful for us to know who reads the posts so we can connect this data to the user data for the products our customers use, in Mixpanel. 

442
A
7 months ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
Content Helpfulness: How to modify

Hi there, we would like to adapt the Content Helpfulness bar to include only 2 options (positive / negative)? We would also like to change it to a thumbs up & thumbs down.  Is it possible in any way, with some CSS or Third Party Script, or other changes?The reason why we would like to change this is that we want to make this score consistent with our other support channels (which have a 👍👎 voting bar) so we can better compare. Cheers,Daniele 

18513
M
7 months ago
Eva
EvaHelper ⭐️
asked in Customer Communities (CC)
In csv export of "User" export type, the saml info is not shown anymore

HelloI generated a csv export today, with export type “User”.I wanted to specifically check the saml info of users in the export (to avoid clicking / opening several user profiles in Control).The saml info is not shown in the export anymore. I checked my recent User exports, the sso/saml info was shown in an export from February. But in March, the saml info was not exported….Is there a solution?Thanks!

452
Kenneth R
7 months ago
shawngarrison
shawngarrisonContributor ⭐️
posted in Customer Communities (CC)
Tips and Tricks for migrating to Gainsight CC from HigherLogic

Hi all,tldr: moving away from HigherLogic and looking for tips and tricks to ensure the onboarding of CC is effective.We are currently about to kickoff our onboarding of the Gainsight Customer Communities (CC) and will be stopping our service with HigherLogic (HL). We have had HL since 2015 and have outgrown it. We also are in the final stages of onboarding Gainsights Customer Education (CE) and have been using their Customer Success (CS) service for a while. I am seeking to find any tips and tricks from you all who may have migrated from HL to CC in the past to help ensure we don’t miss anything and make the process as seamless as possible. For additional context, we are a B2B SaaS company that provides Grants Management Software to hundreds of foundations across the globe. Our community has always been a place for collaboration between customers, our team, and approved partners. We utilize the Ideation module in HL to have our customers submit ideas for our Product Team to review and

311
Kenneth R
7 months ago
Eva
EvaHelper ⭐️
asked in Customer Communities (CC)
Editing my RSVP/attendance info in events to "not attending" does not work

Hello!I just discovered in Events (productive and staging community) that when I update the RSVP info to “not attending” and then refresh the page or just navigate to the events overview, I’m still “attending”.Does editing the attendance info not work currently?Is there a solution?Thanks 

302
Sebastian
7 months ago
D
dgiacominiContributor ⭐️
asked in Customer Communities (CC)
Password level criteria

It sounds like there are several levels of password strictness. i.e. level 1 is basic 6 character minimum.That is not strict enough for us. I think there are 4 distinct levels. Does someone know what the requirements are for each level? Can’t find any documentation on setting strictness level of password creation.

1029
olimarrio
7 months ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Can you batch Product Update email notifications

Is it possible to control how Product Update notification emails send to customers? Our Product Marketing team posts updates usually on Fridays and customers get emails for each feature update in quick succession. It would be nice if the emails could be batched together to send at a certain time during the week, for example. I think this isn’t possible to do right now but wanted to ask

403
logicalhare
7 months ago
K
KKellumContributor ⭐️
asked in Customer Communities (CC)
Office Hours

Hello!  I’d like to introduce Office Hours to our community this year.  I’m wondering what are some of the best practices when it comes to establishing office hours?  Specifically, how do you gain and maintain interest, how do you determine topics and what format works best (ex. virtual webinar vs. Q&A in the Community, etc.)  Any and all insights are appreciated!  Thanks

462
K
7 months ago
erin.brisson
erin.brissonContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Add New Profile fields to User Profile

How do I add new profile fields to the User Profiel that get populated via our SFDC integration? Right now we are pulling CSM and their Experience (Customer, prospect, partner). Thanks!

512
erin.brisson
7 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to automate archiving of posts based on moderator tag, tag, or flagged post

(I use Zapier for my automations, but you could likely do this same automation via another automation tool)Use CaseDelayed archiving of content that is either low quality or has an expiration date on its relevancy. For example: Questions answered with “this was a bug that has been fixed in the next release” After a certain point, the fix will have been deployed and the post is no longer needed. Keywords in the post could cause it to clutter up search results. Questions answered with “I was able to fix it myself” (but no explanation of how) After a certain point, there’s no reason to keep this post visible if they don’t respond to moderator follow up to share how they solved it Questions answered with solutions outside best practices (my driving use case) We don’t want to promote bad practices, thus want to hide in our knowledge base However, we want to leave time for other solutions to be added to the thread and have the answer changed And we want to allow time for users-subscribed

290
DannyPancratz
7 months ago
Lena H.
Lena H.Helper ⭐️⭐️
asked in Customer Communities (CC)
What does "unread by team" mean exactly?

Hi together, a very basic question, that I probably should know, but don’t. :) What does "Unread by Team" mean exactly?Because, I did the last comment, and it says I have 14 unread messages, how can that be?Best,Lena

876
Lena H.
7 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How do I update the url link for Terms and conditions?

Hi, I am trying to update the url link to the terms and conditions that are on a different page. How can I update the url link for Terms & Conditions?Thanks!

351
Kenneth R
7 months ago
Samuel Brown
Samuel BrownContributor ⭐️⭐️
asked in Customer Communities (CC)
Trigger the Login or Registration pop-up modal from any HTML link

I randomly discovered that you could do this while optimising some of the code for our own community. I thought it was a good enough tip to share with all of you. If you’ve got any HTML element that you can freely control then wrap your link with the following code.Triggering the modal to show at the login page:<a class="loginmodal-link js-open-modal qa-register-have-account-link" data-modal="login" data-mn="ItemView" data-mn-app="frontend">Name of link here</a>Triggering the modal to show at the registration page:<a class="loginmodal-link js-open-modal qa-register-have-account-link" data-modal="register" data-mn="ItemView" data-mn-app="frontend">Name of link here</a>Hope this helps!

756
Kenneth R
7 months ago
R
Rohit_netskopeContributor ⭐️
asked in Customer Communities (CC)
How to Subscribe Public tags

Hello Everyone,Is anyone aware of how to subscribe to the "Popular Tags"?

463
R
7 months ago
C
CalContributor ⭐️
asked in Customer Communities (CC)
Automatic date synchronization current day

Hi all,I am sorry if this is an ignorant question, but is there a way to automatically make topics change a date in their post to the current day?As an example we have a topic to indicate which of our shops have irregular opening hours for the present day, but every day we have to change the date.Thanks for the help! 😃

454
C
7 months ago
timcavey
timcaveyHelper ⭐️⭐️
asked in Customer Communities (CC)
New for you section on multiple devices

Here’s a run-through of the issue / question from a OVO Forum member: One bugbear that I have with the forum.I usually login on my laptop and go to ‘New for you’ to see what's gone on since last time, then I'll logout when I'm done.Next time I login on the laptop it's  a new ‘New for you’.However if I then login on my phone ‘New for you’ contains all since I last logged in on the  phone.No other website/forum that I visit on both devices does that. New content is new whichever device I use.The first thought might be different cookies being saved on each device - but I clear cookies from my devices daily, so if device specific cookies are being saved then they are being saved at Gainsight and not my devices.

1179
leo-inspired
7 months ago
Kait_Masters
Kait_MastersContributor ⭐️
asked in Customer Communities (CC)
Saving commonly used responses for moderators

How are fellow community managers saving or creating templates for commonly used responses? Fior context, we are piloting a new program to encourage more community interaction on teams that advocate for member voice in their role. Each of these “internal moderators” spend about an hour a week helping to answer questions or provide educational resources as well as develop their own insights/learnings from the community. We did a mid-pilot check in today and realized it would be really helpful for internal team members to be able to easily save macros (similar to how you can in software like Intercom) for frequently asked questions. Are you doing this within Gainsight or utilizing other tools to save your most frequently used responses?

263
DannyPancratz
7 months ago
Eva
EvaHelper ⭐️
asked in Customer Communities (CC)
Hide the quote string for answers/replies or make it look not clickable in closed topics? 

Hello,when a topic is closed for comments, the UI string for answering/replying still does show.  Like in this example. Also in replies created in Control.In our private community, a user wondered why she cannot reply/answer a closed topic.  I checked:The stings for quoting look clickable in both, the topic and in the admin’s reply created in Control, just like the strings for liking and subscribing, but clicking has no effect.(I have to admit that our message in the closed-topic box is not clear enough, roughly translating to Your ...contacts will be happy to answer any questions or feedback you may have):--> is it possible to hide the quote string or make it look not clickable in closed topics?Or is the only possibility here to make the info in the closed-topic box more specific and meaningful?thanks!

788
DannyPancratz
7 months ago
security_lion
security_lionHelper ⭐️⭐️
asked in Customer Communities (CC)
Can you have a parent category visible without a child category?

I have a parent category that did not have a child category. It looks like in order for the parent category to be visible, you must have at least one child category. Is this a true requirement? Is there another way to make a parent category public without having a child category?

653
R
7 months ago
D
darylardContributor ⭐️
asked in Customer Communities (CC)
Default Session Timeout

I am reaching out to obtain information regarding changing the default session timeout from what I understand is 48 hours to a requested 30 minutes.  If you could please confirm that the default can update from 48 to 30 min and if we will need to submit a support ticket to complete this configuration change?  Thank you for your assistance, Daryl Ard 

371
Zach B
7 months ago
L
lwackertnHelper ⭐️
asked in Customer Communities (CC)
Is content in public groups searchable?

We would like to foster discussion on a few topics via public groups, but want to make sure the content will be discoverable when our community members perform searches.

181
arminfpop
7 months ago
Eva
EvaHelper ⭐️
asked in Customer Communities (CC)
Can I see all my votes / the ideas I voted for?

Hello,I was wondering, if there’s a possibility to view all the ideas I voted for in the Gainsight community. My profile lists my topics, my replies but...no votes. It would be useful to track the status of the ideas I voted for/which are relevant to me. Thanks

322
Eva
7 months ago
S
shurreyHelper ⭐️
asked in Customer Communities (CC)
Getting "Unauthorized' when calling API with a valid token

Hello friends,We are new to Gainsight Digital Hub. I’m working on a script to migrate posts from a Zendesk forum to a category in Gainsight. I am able to retrieve a token with read write scope, but when I call the POST /conversations endpoint, I’m getting an Unauthorized response. I’ve tried with and without moderatorId and with and without authorId, and with just one or the other. I then decided to just try to list categories and get the same result. For completeness, here’s the code (in it’s current configuration): def gdh_auth(): headers = { "Content-Type": "application/x-www-form-urlencoded" } body = { "grant_type": "client_credentials", "client_id": client_id, "client_secret": client_secret, "scope": "write read" } response = requests.post("https://api2-us-west-2.insided.com/oauth2/token", data=body, headers=headers) auth_json = response.json() return auth_json['access_token']def list_categories(): url = "https://api2-eu-w

361
S
7 months ago
sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
asked in Customer Communities (CC)
Your custom pages examples please

Hey people,I’m looking at creating some custom pages in my community. I think it will be the answer to a lot of navigational challenges.Can you please share with me your custom pages, would love to get some inspiration before I get started!Thanks 🙏

1318
FMEEvangelist
7 months ago

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