Discuss Gainsight Products

Following are steps and screenshots for one way to achieve the look that was created by Email Template Builder before its upgrade:When creating new template, select “Custom”.  Drag Text Element onto content area. Select Template Body directory, and edit background color to white.  Delete default width from Email Content Area directory.  Text wrap works as before builder upda

Hi, we love the look of the Product Updates module but we would like to also post our new blogs, and other company updates. Are other customers using the product page as company updates where customers can subscribe and get updates?  

Hi,I need to takes daily totals and calculate the monthly average for those daily totals.The problem right now is that my report summarizes each individual action instead.Someone can help me on this? Thanks!

Hi everyone!,I would like know if it is possible to show the search icon in the mega menu in the homepage of the platform.I’m trying to get rid of the “hero menu” and the search bar on it, and use the search icon that appear in some pages on the left side of the “Create topic” button in the “Mega menu”. In the homepage, when I click save the icon disappears Thanks in advance!Alfons  

Hi everyone!I’m coming back to you again, are we able to map multiple account name tokens in one email in JO within the same column in the csv? e.g. a CSM has account x, y, and z and they are eligible for that communication. The CSV should contain the same fields but there could be duplicates since the Account Names could vary. Additionally to this, let’s say we have different CSMs who can have only one Account or even 3 or 5, this could affect the templates. Would we need email versions to match the templates with the # of Accounts? Any ideas on this are highly appreciated! :D  

Random but applicable - is it possible to copy or duplicate an existing People Map onto another company account?

Today I noticed under Administration General an option called Pages.Not sure how long it has been there, and I didn’t notice or maybe it just showed up with the menu revamp in the last release.Tried searching for information on it. Calling a feature “Pages” is like calling a feature “Feature”, kind of hard to search.Does anyone know what Pages is or can direct me to some documentation.Thanks

Does anyone know a solution to this error when using the JO template editor: “Cannot read properties of undefined (reading 'data')”This happens when trying to save after editing a template.Thanks!

Engagements can be a crucial tool for onboarding and educating your end-users, making announcements about new feature updates or collecting feedback. Understanding your product's overall essential user engagement points or drop-offs allows you to create timely messages to help guide customers to key value actions for an intuitive user experience.  PX provides four types of engagement reports — In App Performance, Email Performance, Survey Performance, and Knowledge Center Bot Performance that explain how well your engagements are functioning.  Here’s a quick breakdown of each analytical report:  In App PerformanceThe In App Performance report shows all the analytics data for Dialog, Slider, and Guide engagements, including critical metrics such as views and completion rates.  

Hi!! Does anyone have any type of guide they used to pull survey data into Salesforce from GS surveys? We need to replace the standard one that was part of the SFDC version since the NXT upgrade. Would you just recreate all of the fields that are in the survey response object into Salesforce?

The participants who login as Guest even if they are using the complete email address to login doesn't get registered by the Zoom App for Gainsight. Is anyone else also facing the same issue? Most of the time people login as guest, but if they are using the email address shouldn't the App be able to recognize the participant/company

Hi, what are best practices around organizing timeline entries? We were wondering about ways to group conversations that are around a specific topic (e.g. project) together, to have a better overview. Does anyone else feel the need to group certain conversations together, and if so, are there any ideas on how to do so? Thank you!

Hi All -In preparation for an internal Executive meeting, we are looking at changing our scorecards from our current Red-Yellow-Green to numeric.Has anyone undergone this at their company, and if so, what are the ramifications? Are there any gotchas you can speak to? Thanks for your time. 

Hello, I’m hoping someone has some experience in this. We have a need to show different engagements based on different scenarios on a webpage. If a feature exists we want to show one engagement compared to another. I don’t want to trigger it based on if they click the feature but for it to show automatically on a page load. Does anyone have any experience with this?

Hi Team, most of our Timeline entries are in English, although we have several in local language as well such as Japanese, Spanish, German, French, and more. Could you elaborate on the natural languages that Cheat Sheet can process?

We have set action upon button click for PX guide engagements Request you to provide it for dialog and other engagements as well. 

I noticed a typo in the “search results not found” page. There should be a space between the “.” and “Please”. Any way I can edit this in the backend? 

Hi Everyone,I learned that currently Gainsight NPS can only be sent on a scale of Zero to 10.Is there a workaround to make it on a scale of 1-10? 

Our Customer Advocacy teams would like to implement a points tracking system where customers can earn points by providing a reference or case study, but also redeem points for custom training or swag. Has any one implemented anything similar to this using Gainsight? I am thinking about creating a custom object for this where a record is created for each new points addition/subtraction. Then using reporting to get a sum of current points for each customer. I am just concerned that this might be too manual and trying to figure out what sort of automation can be added. Would appreciate any thoughts or advice. Thanks! 

I have had a request to create a report to pull through how many of our customers have usage data for a specific product (not all are on a version that support sending usage data to PX)I used the “PX Person Information” field as that was the only way I could find to pull the “Name” (company name) and the product name (so that I could then filter this on the specific product I wanted to pull.However when I filter this down to just a specific product and run this report, the company names are appearing loads of times. For example, for one company they have about 28 rows in the report, whereas I just want them to appear once.Anyone have any idea what I have done wrong?

Hey community! Does anyone know if it’s possible to see views for articles and product updates? Views isn’t an option when I try to add it from the Column or Filter. I made a change to a weekly article and would like to see the impact, if the new posts are getting more views than the previous ones were. Any help is appreciated. Thanks!

Many customers are using Gainsight as one of the email systems for reaching out to their customers. Their marketing team can be using Marketo and their Sales ops team may be using a CRM such as Salesforce to email contacts. A recipient, technically can opt out of Gainsight but how can we bring that information from Gainsight onto other systems such as Salesforce. How can we ensure that Gainsight unsubscribed data is shared among these systems to make you GDPR compliant? The solution is quite simple actually: The Email Log object has a field called unsubscribed. All you have to do is create a rule that looks at the contacts that have unsubscribed marked as true and push that data back to the contact in Salesforce or wherever your single sytem of record exists:  https://share.getcloudapp.com/04ugnPqb That’s it!

We have our users adding timeline entries through a CTA where they often add attachments. That is, they have an open CTA. They click on the CTA where they then select “Timeline” and add a timeline entry. As they add this timeline entry they often add attachments (documents, excels, etc). We then have an API that updates the object and task fields, like status, type, reason, priority from the CTA as well as fields from the timeline like activity date and activity type to a different system. We’d like a way to send the files or at least create a url back to the file as well. Is this possible? 

Hi All,My team is preparing to launch an NPS survey.The participants list we’re using is from our Marketing team (using Marketo, if that matters).  This list includes opt-outs that are not Gainsight related - they opted out of various marketing emails that may have been sent by the company. These customers have never had the chance to participate in any of our Customer Success surveys.Does anyone know of a way we might be able to opt them back in for this type of thing, so that we might give them a chance to respond to us?Thanks for any help you can offer.

Looking for some advice and guidance on shifting from 1 relationship type to multiple relationship types.Currently our instance is set up with 1 relationship type of Product with 7 relationships tied to it. However, we are considering moving those multiple relationships up to the Type level. So instead of only Product, we would also have MTG, IES, COML, PARTNER, etc. Has anyone done this or have any helpful guidance on how to do this successfully?We are interested in shifting because of the the diversity of the processes among the teams that use Gainsight and would like a unique page layout for the CTAs for each of these teams.