Discuss Gainsight Products

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!

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? 

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'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 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?

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

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? 

Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png​ Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario.  Thanks for your consideration.  Logan Thome

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!

Hi! I’m setting up a new page using the search banner module - but when I choose left alignment only the subtitle moves, the title stays centered. Is this a bug?Thanks,Stine

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.

Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would b

We have over 20 products that have many releases, updates, UI changes, etc. We always have to edit articles to update them but need to schedule the republication a week or more out. We need the current version of the article to stay public until it’s replaced by the updated version.How can we accomplish this without being able to save changes to a published article in drafts?We have over 5,000 articles on our KBs and really need a system that works. We cannot update every article on the day it releases. 

Hello - Curious if anyone has had success with a similar use case:We hosted a partner event and would love to share pictures from the event on our community. Sharing 25+ pictures on one post would require a lot of scrolling and wouldn’t allow for engagement/comments on a single photo. Posting 25 separate posts also doesn’t feel ideal. Has anyone attempted to do similar and found a good solution? Thanks!​@hilaryschuldt 

Hi Everyone! I am curious if anyone has completed an integration with Qualtrics to pull in survey data, detractor cases, and other data? If so, I would also be interested to know if you made a direct connection or used third party middleware. Our use case is one where a different team manages Qualtrics, and we simple want to start by bringing the data into Gainsight so we can add automated health score metrics. Once that is done we will look at further use cases. Any information would be very appreciated!

What is the roadmap for Gainsight CC for mobile? Interested in things like text notifications for example. 

We’re excited to invite all of our Gainsight PX customers to join us for our recurring Gainsight PX Office Hours sessions! These sessions are a great opportunity to:💡 Get your product questions answered live by our PX experts🤝 Connect with other PX users and share best practices🚀 Learn tips and tricks to get even more value out of Gainsight PX 📅 When: Every Tuesday and Thursday at 12 PM ET🔗 Join us here: PX Office Hours Zoom Link Whether you’re new to PX or a seasoned pro, these sessions are a great place to ask questions, explore real-world use cases, and learn directly from the experts - and from your peers! Bring your questions, your use cases, and your curiosity - and let’s learn together!

We are working on a program that would nudge new users to complete our certification courses in CE. I’ve created a query that will check their status and show them a PX engagement. Our goal is that we would like to send them a second nudge via email N days later if they have still not completed their certification. I added a delay step followed by an evaluate step that includes Course Name and Course Completion. My question is: Will this evaluate step look at the live data after the 30 days (so picking up if they completed the course in that time) or will it evaluate using the same criteria the user was qualified with in the first step? I don’t know if I need to do a second JO for the email so it evaluates every after N days.   

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we at Gainsight, recently launched a new in-app engagement using Gainsight PX to ask our users directly. How did we build

Hi All - Is anyone pulling community results into Zendesk? If so, how? Are you using the embeddable widget? Have you set up a federated search? Just curious what our options are!

I often have conversations with customers who worry they’re not seeing enough “engagement” in their academy and assume it’s because their content isn’t good, but usually, that’s not the case! Part of getting that engagement is about placement and visibility. One impactful way to increase engagement is by empowering your customer-facing teams to talk about your academy offerings.When your internal teams, Onboarding, Support, and Customer Success, know what’s available in your academy and how it helps customers, they can naturally promote it during their day-to-day conversations. This cross-functional knowledge drives awareness, adoption, and makes your end users feel more supported throughout their journey.How do you enable your internal teams to talk about your academy?Do you run enablement sessions or product demos for your customer-facing teams? Use macros, snippets, or templates that reference courses in customer communication? Send regular internal updates or launch spotlights when