Discuss Gainsight Products

Hi everyone,I’m new to Customer Success and excited to learn from this community.I’m currently studying CS Ops and Digital CS, and my goal is to grow into a strong CS professional.Looking forward to connecting with you all!HongPhuong Le

re: the recent Salesforce Connection Failure...Can you confirm if this impacted the Northpass app (as a subsidiary of GS), or only the Gainsight app?  

Hi there, Writing to request the “non-whitelisted IPs” that SFDC detected (referenced below from your FAQs section), so our systems and securities teams can filter them in our audit logs? “Salesforce detected API calls using the Gainsight Connected App coming from non-whitelisted IP’s” Many thanks,  Bridget

I’m trying to get a PX engagement triggered from Journey Orchestrator. From the support documentation (isn’t there one for the new programs?), I learned the following:Only the company and relationship persons with a valid PX user ID can be added to a Program with at least one engagement step. The participants are moved to failed participants category if the above condition is not met with an error stating Invalid PX user id. I see this behavior confirmed in my test, so I’d like to learn more about how this check is performed. What field on the Relationship/Company Person is used in JO as the PX user ID? Is it auto-populated from the PX connector? And if so, can we overwrite it to fix wrongly coupled contacts?

Hey there 👋I’m curious to learn from any AEO experts out there. How are you keeping your library of community threads clean and up-to-date for AI-powered search tools?Any tips or best practices for making sure your best (and correct) answers come to people using those engines?

Like it is possible for articles, is it possible to add a label next to a question?We would like to add some status on certain questions, and apart from writing down a comment or adding a tag, which aren't as visible, I am not sure there is any other solution?

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?

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!

I’m using Advanced JO to do a multi-step program. I’d like to redrop the first email if it’s unopened within 5 days. However, I’m finding that Opened and Unopened are not available as Outcomes when you are tracking links within the email.  Is it possible to enable link tracking in an email and have the Advanced JO program show  the Outcome of Opened and Unopened instead of Link Clicked & Link Not Clicked? The only way I can see the option for Opened and Unopened is to turn off link tracking in the email, but then I can’t track engagement with the email. Is anyone one else running into this issue, and if yes, what are you doing as a workaround?

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

I want to create a call to action on the error page that points them to a hyperlink.  Is there any way to add a hyperlink into the translation box of the error.403.guest page for example?

Our Japan team is considering moving our Japanese knowledge base to gainsight, and also create custom pages for Japan. I thought I saw some announcements on this, but unable to find. thanks

Hi!We don’t seem to have a Community Overview page - community.mews.com/community results in an error page. Where can I add the Community overview page? I only found some older articles here on how to configure and rename it, but not on what to do if it’s not there at all 😅ThanksJess

We have the integration between our community and Gainsight CS in place, but I’m getting a bit lost in all the objects available. Does any one of those contain the views of custom pages?

We’re having difficulty figuring out how to export Gainsight Copilot responses - specifically in table format. I received an response in table format and it asked if I need an export of this dataset. When entering the next prompt that I do, it shows:“You can export this dataset using the following identifier:” The table again “To export, use the export or download option provided in your Gainsight or Copilot interface and reference the dataset_id above. If there is a specific export format you need or you require guidance on the next steps, please let me know!”There is no export option or id shown.I then clicked the copy icon next to the thumbs up/down icons and see it contains a URL, however when clicking the link, it only pulls up a Gainsight page with a 404 error. Not sure if I’m missing something obvious or if there is a setting I need to enable, but would anyone have any tips on how to enable exporting tables from their Copilot responses?

I am finding that a lot of times the “Extremely negative message” Lifecycle event is not what we would consider “Extremely Negative”. In many cases it may have negative sentiment, but it is not in the Extreme Category. What is the best way to calibrate this? I’ve been going through and trying to delete those that it has incorrectly classified, but I’m not sure that is helping to train the model. Any tips for how to improve this?  We have some cases where we have messages in foreign languages being translated via Chat GPT and it is flagging almost every message as extremely negative, even though in most cases they are simply reporting issues or asking for status updates as part of routine business. As you can imagine, a view like this is alarming for our account owners to see, and not accurately representing the customer relationship.   

One of my strategic CSMs is interested in getting the Meeting Prep PDFs delivered via Slack. She’s already receiving it via email, but would like both.I’ve already enabled the AI Meeting Summary Slack notification, but I don’t see anything for Meeting Prep. I’d love to see that enhancement added!In the interim, I have provided her with the following prompt to use in the Staircase Slack app, which has been useful: I have a meeting with [Company Name] soon, what do I need to know?Thanks for any help here.

Hello! I’m working with the toggles and can’t quite figure out a solution. The titles on my toggles are smaller so when they’re not selected they are smaller but when you select one, the toggle gets longer. Is there a way for the toggles to be that longer size without clicking on it? I’ve looked all in the CSS and can’t figure out what controls that. (Images below)  

In both NPS and Multi-Question, I can’t seem to figure out how to edit this language. There’s no way to edit in the settings area where you enable it. And you cannot click into the field to edit it on the guide. 

I have a date selection field that users can submit a start date that we will store and then use for messaging. BUT I would like to hide the Submit & Next custom button UNTIL a date is selected.I have not yet managed to get it to work. 

Hi Everyone, I am brand new to Gainsight. I am trying to figure out how to send emails from Timeline or Activities. I see emails available in CTAs, but I can’t figure out how it works with Timeline. The only option available is to share the Activity, which includes the activity information, but no option to pull a template for external use, as we log the activity and send an email to external participants. I went trough the email configuration settings and timeline settings and could not find an option to include sending emails from timeline. Am I missing something or the option is not available.