Discuss Gainsight Products

Hey,Whenever I am moving content to a new category I always get this pop-up that warns me that subscribed users will be notified about the content being moved to the new category, but I am not sure it is working. My users who is subscribed to everything does not get notified, I've also tried with a non-admin user and that one doesn't get notified either…I would like subscribers to be notified especially when I am moving a misplaced post… otherwise the chances for the post to be receiving attention are reduced...

If you don’t have processes in place to confirm (here’s mine), check whether your PX integration with Salesforce is properly matching contacts. We’re 10+ days into 40-50% of new users not matching despite no change to the integration setup in PX and no changes (that I”m aware of) on the Salesforce side. I’ve reported this to support and they are investigating, but I’m curious as to whether it’s impacting others as well. If not, I want to do more digging internally to confirm we didn’t cause this with a change on our side. 

Does the Links clicked use an OR condition or an AND condition on the links. So if I enter multiple links, do all of them have to be clicked or any of them?  If it’s AND, how do I implement an OR

Is there a way that I’m not seeing to remove someone from the list of registrants for a Community event? We have a gated Community, and one of our customers informed us that one of their employees has left; they want to remove his name from the registration list for an event they’re hosting to free up capacity. Even though I have banned the user in question, they still appear as registered for the event, and I don’t seem to have a way to remove them. Has anyone else run into this? Are there registrant management options I’m missing somewhere? Thanks!

Hi Community! I have two questions regarding adding/inviting employee’s to the Community.How are you setting up their roles to indicate they employees but they only have regular register user rights? If they are setup, how do you make sure they are excluded from the Analytics reporting? I currently have a custom role and rank for our employees so that I can assign a logo and build a employee MVP board but it’s excluded from taking up a moderator/admin role. Do you have any workarounds for doing this more efficiently? I am responsible for sharing data metrics weekly at this point as our Community is new and trying to make this process easier.Any thoughts and advise is much appreciated!

Before we roll out our learning paths and courses, we have members of our Customer Support (CS) group act as internal testers. They go through the learning paths and provide feedback on how to improve the courses and quizzes. Based on their feedback, we then make necessary changes to the courses and questions.To ensure that those who completed the course retain their achievements, we must "Publish to New Learners."We would like to provide another method for internal testers to access the courses while also being able to see updates as they are made. Does anyone have a process that they use?

I am trying to re-establish our timeline to SF activity sync. This is currently set up to sync to Salesforce Events but the sync is throwing errors because the timeline entries have no duration. We do not (and will not) require that CSMs add a duration or end time for all timeline entries. Gainsight Support says there is no way to automate a work-around to this. Does anyone have a creative solution? Are you logging to Salesforce Tasks instead, even if timeline entries are not actually “tasks”? 

We are currently using Zapier to help communication between our moderation team and a few members from product that we feel need to be aware of conversations that are happening so they can be documented appropriately. Our zapier connection currently is sending messages to teams channels. One thing we have noticed that would be helpful is to include the notes that our Moderating Team is adding into the Team Notes in the Message that is sent to Microsoft Teams. I have been able to find a way to grab details such as Moderator Label through the API fetch, but I am looking to see if we can grab these Team Notes that are only visible in control? As a second part of this, we are possibly moving another part of the moderating team to getting notified via teams channels when a post hits ‘their area of expertise’ but would like to include the URL for the control side along with the URL for the front end (which is currently being included).If anyone has any recommendations or found a way to fetch

100 percent of the time if i try to build an email template, the preview comes out fine but the actual test email that gets sent the formatting is all off, Fonts, Sizes, Spacing, text colors… nothing matches what i actually designed. Will the template editor ever get fixed?

Hello Gainsters I want to track and interact with anonymous users in our community.Reading the documentation i notice the webapp vs website javascript treat anonymous differently, or so i understand.https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Track_Users_on_Your_Corporate_Site_Using_PX Can someone confirm I should be using the -1 website script (we currently use the -2 webapp script) and this will let me view anonymous users in the audience over view. Thanks in advance for the clarification. I will add that I can see the product feature usage of anonymous users as per documentation. https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Track_Anonymous_Visitors_of_your_Application_using_Gainsight_PX

By default, a user can quickly close a displayed PX Dialog Engagement by using the small “X” close icon in the top right corner (or by clicking the “Esc” keyboard key).  Sometimes the small “X” can be hard to see, so the Engagement author/editor can also change the small “X” close icon to use a different image and even move the location too, so see this previous PX Community Post for more details. A simpler option that does not require CSS editing is to add any custom button in the Engagement, which will accomplish the same thing as the default “X” close icon.    If you add a custom button, the default user experience when clicked is that the current page in your application will refresh.  If you do not want the page refresh to happen, then you can edit the HTML source code of the button to specify the "onclick" property just like the following: <a href="#" onclick="return false;">Close Me, Do Not Refresh My Page</a>  Happy PX-ing!

Hi PX peeps.I have noted a click event from aptrinsic in the network of my browser. I would like to report on the clicks with search queries. It looks possible.Any one got an idea. UPDATE: should be CLICK event in the subject not lick event. that would be weird. 😂 

We are working on a renewal engagement that is triggered by a JO. Suppose we add some of the renewal stages to the audience in PX, saying they can only be ‘Renewal’ to see the engagement.  Person A qualifies for the engagement today. They don’t login right away to see the engagement, but the next day that ‘Renewal’ status changes to ‘Paid’, meaning they would no longer qualify for the engagement according to the PX audience logic. They finally login the next week. Would the engagement show for them?

Is there a way to set up automated emails to user segments instead of roles? I’m trying to automate our gamification program email to congratulate the member and include a link to claim their prize, however right now I’m only able to ship prizes to community members in North America, so I don’t want the email to go out to anyone in another region. 

I am trying to leverage an Advanced Formula in Data Management and where I have successfully used them before for IF-THEN-ELSE type scenarios, does anyone know if you can do IF-THEN-ELSIF-THEN-ELSE type scenarios? I tried  case when (X < Y and X is not null) then 0 else (X > Y and X < Z) then 50 else (X > Z) 100 end That didn't work (neither did removing the brackets) so I'm thinking either my syntax is bad or this is not possible.  Any feedback?

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A

Hi there! Wondering if Gainsight offers any metrics on the default language settings chosen by user accounts in the community or if anyone tracks this and how? We can see what IP address/country users are coming from, but don’t necessarily know what language they’ve chosen to view the community in.

Hi! We have an upcoming webinar and the event description has disappeared from the community - but is there on the back end. Any advise? I have cleared cache :)THanks,Stine

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?

Hello - I am trying to delete 4 knowledge base categories that we are not using. When I attempt to delete the categories I receive an error saying the category has active or trashed topics. I’ve double and triple checked that no topics exist in the content overview or the trash can.Any thoughts?