Discuss Gainsight Products

When I do this via the Embed Media in an article/post it shows up on the backend, though it isn’t clickable. In the source code it looks like this:<div data-oembed-url="https://therapybrands.storylane.io/share/ieq6ibmysa5w"><iframe allow="autoplay; fullscreen; encrypted-media; picture-in-picture;" allowfullscreen="true" class="embedly-embed" frameborder="0" height="373" scrolling="no" src="//cdn.embedly.com/widgets/media.html?src=https%3A%2F%2Ftherapybrands.storylane.io%2Fdemo%2Fieq6ibmysa5w&display_name=Storylane&url=https%3A%2F%2Ftherapybrands.storylane.io%2Fdemo%2Fieq6ibmysa5w&image=https%3A%2F%2Fapp-pages.storylane.io%2Fcompany%2Fcompany_3de3cb3e-b2fb-4697-952f-6218b21e264e%2Fproject%2Fproject_725db62f-d11d-4444-85a3-3d0b20e12af6%2Fpreview.gif&type=text%2Fhtml&schema=storylane" tabindex="-1" title="Storylane embed" width="750"></iframe></div>On the customer side it looks like a screenshot (e.g. clicking on it does not allo

Curious if I am just missing it or if there is no way to report on it today, but I would like to use the Associated Persons linked to a CTA in order to drive automation.   These were available in SFDC edition and I assumed the functionality would be replicated in Gainsight NXT.  

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?

Two Chances to See AI in Action: Join Our CS Demo Day We’re hosting not one, but two Demo Day sessions to make sure everyone gets a front-row seat to the latest in AI-powered Customer Success. Whether you join us on November 5 or November 6, you’ll get the same live walkthrough of how Gainsight CS and Staircase AI are transforming customer signals into retention and expansion, automatically. What You’ll See: Live demo of how Staircase AI captures sentiment, relationships, and upsell signals How these insights flow into Gainsight CS workflows to drive renewal plays and growth Real use cases showing how AI turns hidden risk into real action without adding headcount Why Attend?If you’ve ever missed a churn risk hiding in an email or wished your team could catch expansion cues faster, this session is for you. You’ll walk away with: AI-powered workflows that eliminate manual digging Real-time alerts that help your team act fast on risk or opportunity A playbook for scalable, CS-led

Does anyone have a target for how many Timeline entries should come from the Outlook plugin versus being created directly in Gainsight? Year to date, 66% of CSM entries have come from the Outlook plugin which seems high given our CSMs are only logging in on average 13 times a month.

Staircase manages stakeholders by importing them from CRM systems and deducing them from tracked communication. This guide explains stakeholder creation, classification, and management within Staircase.Stakeholder in Staircase will be referred to as:Company Person  in Gainsight Contact in Salesforce## Stakeholder Creation in Staircase### CRM Integration and Domain ResolutionAll existing contacts from CRM accounts are imported into Staircase. Here's how domain resolution works:Note: If you are using Gainsight as your CRM, we only fetch Company Person records (Stakeholders) who are active in Gainsight. This applies specifically to customers using Gainsight as their CRM. Please note that changing a Company Person's status from active to inactive in Gainsight does not update the stakeholder type in Staircase.1. Identify Domains:   - If an account has at least two contacts with the same domain, that domain will be associated with the account, provided no other account has contacts from this

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?? 

I’m trying to build up a custom page for our developer community to give it that look and feel of being its own community area. The natural fit is to use a custom page, but I’m immediately hitting the barrier of not being able to use the dynamic content widget to show content from just the developer forums.My weird and wacky workaround could be to use the moderator tag to add a ‘devcomm’ tag to all content in this space. For new content, I could possibly append the tags using Zapier. But for existing content (all 318 pieces!), I don’t see anyway to bulk update these. I can only bulk edit moderator labels.Any ideas to get the desired outcome: the dynamic content widget showing just developer community content?(Then to figure out an array of navigation headaches. Eep.)

(I don’t have much to add to the title 😉)We’re currently testing email campaigns by sending out test emails via our Sandbox environment. Mails successfully get sent and delivered, we open them, but almost an hour after we cannot see any of those actions in the statistics. How long does it take for the statistics / metrics to update? What kind of delay do we have to expect or is it supposed to happen in real-time and there’s an issue on our platform? Thank you!

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? 

We just stood up AI Follow-Up (MS Teams), and the question came up if the customer doesn’t agree to having the meeting recorded, but is fine with transcript enabled only, can AI Follow Up still generate a summary? I see the documentation mentions both recording AND transcript enabled have to be in place for it to generate a summary, however wanted to get a 2nd opinion in case there has been any patches or updates made since the documentation was published. If it still needs to be both, if only transcripts are passed to the AI model why does it need to have both enabled?

Hi there, Does a user need to log in for the new rank to be awarded?Use caseI’m asking because I have set up an email onboarding campaign flow that sends an email to users after 1 day, 7 days, 28 days after signup. (further segmented to whether they have published a post or not). But most of the users are not getting the email.As I can only target by these five criteria… Primary role, Custom role, Groups, Registration date, Last activity date (and not by segment or posts, sadly..) So I set up the following logic: The custom role “trigger. joined 24h ago” is granted automatically to users as soon as they reach the rank Newbie, which is the lowest rank and gets awarded after 24h of signup (that’s the only criterion, all others are blank.)   However, many of my members over 24h of age do not get the role, and therefore they don’t get the automatic email. Is it because they did not log in after registration?  So my questions areDoes a user need to log in for the new rank to be awarded? If

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

Do the system emails send out to those subscribed to the category? I ask because a common occurrence is that a user will do multiple attempts at a question that isn’t posting due to the spam filter. As these are not spam, I want to mark each attempt as not spam, so as to help train the filter correctly. And then to delete the redundant posts of the same question. However, I don’t want multiple versions of the same question to trigger system emails when I mark them not as spam. So I’m curious as to if the emails are triggered when marked not as spam and published? 

Does anyone know if there are hidden phrases we can add to customize the text on the Leaderboard page? We’d love to add a link or otherwise provide guidance on that page for how people can move up the leaderboard.Thanks in advance!

Hey everyone!Exciting news, Skilljar by Gainsight has been nominated for Vendor of the Year in this year’s ACE Awards, hosted by the CustomerEducation.org community. If Skilljar has helped power your Academy, community, or customer education programs, we’d love your support! Please share this voting link with your customers and contacts to help spread the word:👉 Vote here🗓 Voting closes November 14!We’re also thrilled to see so many Skilljar customers nominated this year in other categories. Let’s give a round of applause to Kevin Dunn (Airtable), Danielle Evans (Sendoso), Eric Mistry (Zapier), Dee Kapila (Intercom), and Miro Academy for their nominations. 👏

I have created a new community account (yesterday) to be the poster of the release notes and maintenances that feed into Product Updates. The account has a valid email, and the same set up and roles as other employees, but when I attempt to change the author for the posts, the user dos not appear, however, new users who registered AFTER are appearing in the list.  I’m wondering if this is a Support ticket but thought I'd ask if others have seen this.

I have an article currently in draft mode and as I preview it, it is showing 10 replies. Does anyone know why this is?