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ryanne.perry
ryanne.perry
Helper ⭐️
August 30, 2022
Solved

Question about Gainsight integration & Journey Orchestrator

  • August 30, 2022
  • 3 replies
  • 156 views

Hi Community! I am in need of some help with clarifying a few questions on the Gainsight integration

  1. Would anyone be willing to share a screenshot of what the data should/would look like in Gainsight?
  2. For the ‘Community visited’ data push does that include last login date, # of logins, or when they last visited?
  3. Is there another article that dives into the following bullet? Essentially I am trying to figure out if I can automate a private message or reminder to customers who become or are inactive using the bullet point below from Gainsight integration post

    1. Use Journey Orchestrator to remind customers to sign up to the community.

Thanks in advance for your help!

Best answer by aaronhatton

Hey @ryanne.perry! Happy to help with this as I work on the Digital Customer Success strategy for inSided so most of my day is spent living inside of Journey Orchestrator, trying to find ways on how we can leverage community data to create automation flows.
 

  1. There are a few different ways you can display the data from your community in Gainsight CS, here’s a screenshot example showing just one for a sample customer.
     

    At the top you notice a dropdown, we can select that and change it to a report view which provides a table view. On the far right, we can change the visualization of this chart from a line chart to bar, pie, etc.
     

  2. Currently the activities we have are specifically focused around visiting the community and interactions such as replies, comments, votes and likes. This is a great feature request though! If you haven’t already - please do submit that as an Idea
     

  3. Unfortunately there isn’t currently an article on this today (to my knowledge), but this is possible by leveraging the data designer within Gainsight CS. You can use the Community Member Activity data to look for community members without activity within the past X number of days and then send them an email within Journey Orchestrator. We’ll definitely have to look to get an article together at some point in the future.
     

I hope this helps get you off to a good start. Please - don’t hesitate to ask any additional questions :) Always happy to help.

3 replies

Aleksandra
Aleksandra
Gainsight Product Manager
September 1, 2022

Hi @ryanne.perry 

Have you seen this KB article: 

where it is described What data do we send to Gainsight? 

Aleksandra
Maayan K
Maayan K
Contributor ⭐️⭐️⭐️⭐️
September 1, 2022

@ryanne.perry we have the Gainsight integration up an running and I am still trying to figure out what are the best practices etc for our CSMs as both Insided and Gainsight are fairly new in our organization. would be happy to connect and share ideas on this!

 

In the sweet spot between Tech & Biz I ride
    aaronhatton
    aaronhattonAnswer
    Helper ⭐️⭐️
    September 2, 2022

    Hey @ryanne.perry! Happy to help with this as I work on the Digital Customer Success strategy for inSided so most of my day is spent living inside of Journey Orchestrator, trying to find ways on how we can leverage community data to create automation flows.
     

    1. There are a few different ways you can display the data from your community in Gainsight CS, here’s a screenshot example showing just one for a sample customer.
       

      At the top you notice a dropdown, we can select that and change it to a report view which provides a table view. On the far right, we can change the visualization of this chart from a line chart to bar, pie, etc.
       

    2. Currently the activities we have are specifically focused around visiting the community and interactions such as replies, comments, votes and likes. This is a great feature request though! If you haven’t already - please do submit that as an Idea
       

    3. Unfortunately there isn’t currently an article on this today (to my knowledge), but this is possible by leveraging the data designer within Gainsight CS. You can use the Community Member Activity data to look for community members without activity within the past X number of days and then send them an email within Journey Orchestrator. We’ll definitely have to look to get an article together at some point in the future.
       

    I hope this helps get you off to a good start. Please - don’t hesitate to ask any additional questions :) Always happy to help.

    Aaron Hatton | Head of Digital Customer Success (PVcase)
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