Skip to main content

Discuss Gainsight Products

Ask questions, find answers and help others get the most out of all the Gainsight products

7652 Topics
B
bdrivasContributor ⭐️⭐️
asked in Customer Communities (CC)
Best Practices for Marketing a Customer Survey via Community

Our Demand Gen team is working to cross-promote a research survey open to both customers (who have access to community) and the general public (who don’t have access today).Have any of you marketed surveys via the community and, if so, how did you go about it? Right now I have it set up as an Event which is great visually and for tagging as a Featured Topic, but there are components of the Event configuration that don’t align with a survey compared with an event.A few examples:As a featured topic, the date displayed is the survey start date, but the close date isn’t shared (would prefer a date range to display) There are a few elements (e.g., add to calendar) that don’t make sense in this context. There is a product idea already submitted to make this configurable. 

203
danielle.leroux
1 month ago
danielle.leroux
danielle.lerouxContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Issues downloading attachments

In our community, we’re currently experiencing issues with users being unable to download attachments, regardless of file type or age. We're also unable to download the attachments from the backend of our site.We’ve already reached out to Gainsight support but curious if anyone else is experiencing these issues? 

447
danielle.leroux
1 month ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
🌙 🛌 ✨Turn Data Nightmares into a Sweet Dreams Using PX Labels

Imagine this scenario: You are an avid Gainsight CS user and are thrilled to finally have access to PX telemetry data in your CS instance. Your organization's technical teams integrated PX with CS to get the valuable data flowing and you are downright giddy to get your hands on all that user behavior data. (Okay, maybe not giddy… perhaps I’m the only one who does backflips for data, but maybe you’re someone intrigued?) You login to CS on go-live day eager to view the usage dashboards, and much to your disappointment, no value can be gleaned from the metrics. You’re shown usage data for over 200 product features, with cryptic feature names (“module one-button click- submit” for example). The names are confusing, the data is noisy, and instead of making your day-to-day easier as intended, you’re now facing hours of digging and deciphering to understand what the hell you’re looking at. What a nightmare!This is a common scenario that can occur as a result of the varied uses for PX data acr

984
AngelaBrown
1 month ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
New error page - how to change the image here?

I havent seen this image before. Problem is that it doesn´t follow our brand guidelines.How to change it? 

13917
revote
1 month ago
V
Vanessa_MEOContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Remove Like given

Hello,I have a user who is giving likes to his own posts. I would like to remove that like. Is this possible? How?

706
revote
1 month ago
LexiaAlistair
LexiaAlistairContributor ⭐️⭐️
asked in Customer Communities (CC)
How have you gotten 3 groups per row

Friends at Gainsight @Kenneth R or @olimarrio et al, How have you gotten three groups per row. I cannot see it in the custom cs. I did steal your custom header and title though 😊  

272
LexiaAlistair
1 month ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Is it possible to replace the 'Sticky' icon with CSS or third party scripts?

Can I replace the bookmark icon with something else? Based on some other questions, it seems like it’d be possible. 

384
Kenneth R
1 month ago
cfetter
cfetterContributor ⭐️
published in Product Experience (PX)
[Webinar] How To Increase Product Adoption With Intelligent Journey Mapping

Journey mapping can reveal SO much, yet many don't carve out the time to do it. Make it an end of year goal to do a thorough journey map! Watch this webinar to head into that project with a few tips and tricks from Nichole Richards, Director of Client Services at Rosetta Stone, and Tyler McNally, Director of Customer Success at Gainsight. They describe in detail how they work with customers to ensure that product adoption continues to increase. In this webinar, you’ll get actionable methods to boost adoption by: Intelligently mapping the customer journey Reaching out at the right time with the right message Tracking, analyzing, and understanding usage data to measure improvement https://www.gainsight.com/event/how-to-increase-product-adoption-with-intelligent-journey-mapping/

1273
Kenneth R
1 month ago
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
published in Customer Success (CS)
Gainsight Community Guide to Fallback Senders​

​Hey all,Across a customer base, it’s quite common to not have a designated customer success advisor for each and every single account.It’s equally common to need to engage with your entire customer base at once through digital CS and lately I’ve seen various posts relating to challenges in Dynamic JO when it comes to generating fallback senders for several reasons:We no longer need to map our source fields to a “sender email” field in Dynamic JO, We can’t generate case statement fields as an email data type, A program can only have one calculated source (query, data designer) since we no longer need to map fields  The good news is that the changes brought about by Dynamic JO in that regard haven’t hindered our ability to reliably generate fallback senders. If anything, they’ve “forced” us down a more efficient, reliable and sustainable route (or so I think 😊).So I thought I’d share our approach to:Handling fallback senders in Dynamic JO (which also works in Advanced😊) and CTAs assig

1086
alizee
1 month ago
Rishibha
RishibhaGainsight Employee ⭐️
posted in Customer Success (CS)
Unlocking Customer health with Gainsight Scorecards

Here are some insights on a key tool in Gainsight that can help us grow our accounts and accurately forecast Net Revenue Retention: the Customer Health Scorecard. Coupled with the DEAR Framework (Deployment, Engagement, Adoption, and ROI), this feature can give us the full picture of customer health and drive smarter decision-making. Watch the webinar recording here to learn more about Scorecard OptimizerHere’s how the two work together:Data-Driven Customer Growth with the Health Scorecard:The Health Scorecard aggregates key customer data—like product usage, engagement, and support interactions—and transforms it into actionable insights. By tracking these factors through the DEAR Framework, we can break down customer health in more detail:Deployment: Is the customer fully onboarded and using the product as intended Engagement: Are they actively interacting with our team and product? Adoption: Are they utilising key features that drive value? ROI: Are they seeing measurable returns from

340
Rishibha
1 month ago
K
KLuminaraGainsight Employee ⭐️
asked in Customer Success (CS)
Adding CTA Reason Category Under CS UI Redesign Is Not User Friendly

Under the new UI design for CS, adding a Reason Category for our CTAs are no longer user friendly. Can this design be updated in the CS product? Currently, customers can only add Reason Categories when making a new CTA Type or creating a new Reason under Cockpit Admin view. This can only be done by typing in the new name of the Reason Category into the search field and the Add Button will appear if the name is not present. If the user tries to add a new Reason Category under the Reporting Category column, they are not given the same option to add a new Reason Category if the name they search is not present. See Examples here: And here: There are a few reasons this is not user friendly:It is not obvious that a new Reason Category needs to be added by typing the new Reason Category name into the search field.  Since the customer needs to add new Reason Categories via the search field, the experience feels inconsistent when this feature only applies to adding a new Reason or CTA Type but

81
stevepost
1 month ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Copilot Error

I followed the directions to enable Copilot in our instance of Gainsight. It works fine for me, though I am an admin. One of our CSMs just tried to log in, they could see Copilot, but when they try and access it, they get the following error, “You don’t have permission to access copilot. Please contact your administrator.” To enable, I went to the CSM permission bundle, went to Navigation Permissions, and added Copilot. I walked through the Copilot FAQ https://support.gainsight.com/Gainsight_AI/FAQs/FAQs_for_Copilot_(BETA) but did not see anything else I needed to enable. What am I missing?

241
kstim
1 month ago
dan_wiegert
dan_wiegertGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
#2minhowto: What does basic Journey Orchestrator queue management reporting look like?

About a year ago I joined Gainsight CS Ops, and took over managing Journey Orchestrator in Gainsight’s own instance. As this is one of the most mature, highly used Gainsight orgs, I found out that Journey Orchestrator was highly utilized, but not actively managed. Programs were created, but there wasn’t a coordinated effort to stop programs or manage the active program count. I needed to figure out more information about my JO instance so that I could make informed decisions on how to identify stale, active programs in order to get the active program count into a more manageable state.My solution was to do a reporting deep-dive into Journey Orchestrator and start building reports off of the Advanced Outreach object to get program count/status/type info.The JO Admin dashboard that I created (and have since replaced) is still the primary resource I use to schedule, and track active JO programs, and what I use to identify older programs that aren’t actively sending. Here are the build par

27510
kstim
1 month ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
Error Page: How to edit (remove) default image?

Hi there,How can I remove and/or edit the Default Image of the error page?I believe a new default picture was recently added automatically by Gainsight  but it does not fit our Branding.Under Customizazion > Phrases I am able to edit the Title and Text of the error pages (403, 404, 500). e.g. in Key error.404.title or error.404 We also added our cute little Lost Astronaut below  and would like to keep it that way (text first, image underneath.)How do I do that? Best,Daniele  

274
Daniele Cmty
1 month ago
B
bdrivasContributor ⭐️⭐️
asked in Customer Communities (CC)
Use of deep link redirects following SSO authentication

We’re currently encountering an issue related to SSO login and post redirects. Here’s an example:We share a link to a community post in one of our customer newsletters User clicks on the link and has to authenticate via SSO Once they authenticate, they land on the Community homepage instead of the intended postAre deep link redirects supported?

211
DannyPancratz
1 month ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Running Successful ILT Programs: Insights from Dan BraithwaiteBlog

This week I listened to an episode of the *Customer Educated* podcast with guest Dan Braithwaite, Senior Director of Product Training at MediaOcean. He shared valuable tips for structuring effective Instructor-Led Training (ILT) programs. See some of my takeaways below that I hope our Gainsight CE customers can inject into their ILT sessions!  1. Tailor Your Training to the Audience:   If you have the space to get personal, understand your attendees' backgrounds—how long they’ve been in their role, their industry, and whether they’ve used the product before. Ensure you create a welcoming environment and build community with an icebreaker.2. Focus on Key Topics:   Avoid overwhelming users with too much information. Focus on 3-4 essential topics, that you address in a beginning agenda, based on what users need in that moment of their customer journey (e.g., previous user feedback, common support tickets, etc). 3. Engagement Through Interaction:    Dan uses a “tell me, show me, let me try

190
cdonargo
1 month ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to use Webhooks and Zapier (or another API tool) to improve your reply rate

I thought I’d “walk-the-talk” and share something I’m really proud to have unlocked today...The Challenge: We have really great reply rates on our community. We typically see >75% of questions receive a reply within a give month. Usually it’s more like >80% and we strive for >90%. And our median time to reply/answer usually ranges from 1-4 hours. These are key success metrics for us, as community sits within Customer Success, but also just common sense of “positive experiences (from making people feel seen/heard) will drive adoption and engagement of our community.” Answers are a lagging indicator to replies. We see that an increase in the % of questions receiving replies correlates closely with an increase in the % of questions marked solved.But our success has presented a new challenge. As adoption and engagement of the community increase, our question volume is spiking. We’ve seen >10% growth in total questions QoQ and last quarter it was >20%. This is making it hard

23210
DannyPancratz
2 months ago
Johnk
JohnkHelper ⭐️
asked in Customer Communities (CC)
Which User Roles for CC will trigger marketing emails from Gainsight?

Hey there!We added some members of our CSM team to the Community with a primary role of Registered Users with a custom role for read-only access. After doing so they received a marketing email from Gainsight which caused concern that it was happening to our regular members as well.Can someone let me know or link me to a doc that has info on which primary roles and/or custom would trigger marketing emails? 

364
Johnk
2 months ago
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Customer Success (CS)
Recording: Q2 2024 Gainsight CS Release Features and Enhancements

In case you missed it, our recent Customer Success webinar provided an in-depth exploration of key product updates and enhancements, designed to help you make the most of the Gainsight platform. The webinar focused on our commitment to staying at the forefront of innovation, while maintaining our "Human First" approach. We also introduced new AI-driven features aimed at delivering greater value and efficiency to our customers.  Gainsight Home Redesign - A fresh, intuitive interface tailored to improve user experience. This new layout streamlines operations, making navigation more efficient and enabling quicker access to important information. AI Enhancements - Our improved AI capabilities now offer more sophisticated insights, empowering you to make data-driven decisions with increased accuracy and speed. Emails With AI - We introduced AI-driven insights and automation into email communication, allowing you to craft more personalized and impactful messages. This feature ensures that yo

320
Anjali Goswami
2 months ago
T
ty.mcmurryContributor ⭐️
asked in Customer Success (CS)
Quarter date format

I have a report that is grouped by Quarter and I am wanting to change how its presented from QX-YYYY to YYYY-QX. I looked in setting, rule transformations, cases but nothing is allowing me to switch the position of the quarter and the year. Anyone have success doing this?

252
T
2 months ago
spencer_engel
spencer_engelExpert ⭐️
published in Customer Success (CS)
Scorecard report: How to show scorecard measure improvements and declines

A very common request I get during Admin Office Hours is "how do I show improvements or declines in scorecard measures or overall score" This tends to be an important thing for Customer Success teams (and other teams too!) to see and either learn why things are going well or what's going wrong and course-correct. Let me know if you have any questions in the comments!

7626
CristianaF
2 months ago
D
dsreedharContributor ⭐️
asked in Customer Success (CS)
Co-authoring Meeting Notes in Gainsight: Native Feature or Third-Party Tool Integration?

Is there a way for both CSMs and TAMs to co-author meeting notes in Gainsight during customer meetings, similar to how it's done in Google Docs or Microsoft OneNote? If not, are there plans to introduce this feature in the future? Additionally, are there any third-party tools that can be integrated or explored for this functionality?

231
matthew_lind
2 months ago
G
gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
PX CrankUp Recap - Onboarding à la Carte: Serving Up Success

In this insightful session, @Surendra and I took participants through a deep dive into creating impactful customer onboarding experiences, utilizing Gainsight PX to deliver tailored, efficient, and scalable onboarding. Here's a recap of the key topics covered and takeaways from the session:  The webinar kicked off with an overview of the Product-Led Growth (PLG) flywheel, which emphasizes the product itself driving acquisition, retention, and expansion. For onboarding, this translates into:Self-serve experiences: Users quickly find value through in-app guidance. User-centric design: Simplified onboarding with minimal support required. Frictionless experience: Tutorials and prompts reduce time to value (TTV). Continuous feedback loop: Insights from customers enable constant improvements. These principles ensure that the product becomes a sustainable driver of growth and long-term engagement. Use Case Objectives:The webinar was divided into three levels, each designed to address onboardi

1070
G
2 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Community is slooooow

Our community is slow at the moment, images and icons keeps loading and loading. This doesnt occur here but I have looked other Finnish communities and I can see same problem there as well.What´s going on?I cant find anything here https://status.insided.com/

12314
Kenneth R
2 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to Link to All Time Leaderboard on your community

Do you want to provide a link your community leaderboard that already has the All Time option selected? (This Week is the default)Just add ?period=allTime after the /leaderboard on your url. End result is community.{your-domain}.com/leaderboard?period=allTime 

171
Kenneth R
2 months ago

Badges

Show all badges
Terms & ConditionsCookie settings