Discuss Gainsight Products

Hi, sometimes my users log in to our community and and then are logged out automatically after a few days. I was just wondering if there is a general standard timeframe in which this happens? E.g. Login → no visit within 7 days → Automatic Logout Or does it depend from user to user, based on their browser settings, behavior, etc.?

Has anyone noticed issues with Outlook Calendar not syncing with the Calendar in Gainsight Home?

The 6.39 NXT Patch Release v6.39.1 is now live! These patch release notes contain information on the latest enhancement introduced in the Rules Engine: the capability for admins to set the ranking order of actions based on their requirements.Thanks!FYI @rakesh @Dheepak G @neelam_mukherjee @Divya @Adrian Raposo @anirbandutta @courtney_hauser @sshroff @ljost14 

Hello GS Admins,Anyone have any luck/success with automating Calendly (or similar booking software) appointments to create CTAs or log to Timeline in Gainsight? Goal is to surface this info somewhere in Gainsight. BlackLine’s Accounting and Finance conference Beyond the Black is coming up in Mid-November and the team is leveraging Calendly — without admin consultation — to book potentially 500+ appointments with CSMs/AMs over the 3 day conference. Any suggestions welcomed on how to get data online using basically email addresses (assuming they are a contact) & date (to set due date or token in comment) for each event. Trying to figure out how to land this plane that is already cruising at 30,000 ft. Happy Thursday & Thanks in advance. PS- Feel like this may become an Idea as well for a very useful integration use case :)

Hi, I have created a simple table report to show activities by Month. I want the most recent month to show first. I have a pivot on the Month option to have the table displayed how I want. Am I missing something here? Should I not be able to simply sort by month? This option is not available on the chart: 

How would I generate a report that shows what accounts did NOT respond to the NPS Survey per CSM?Thanks!

Multi-product Community owners out there.The multi-product nav is alive on the roadmapBut I want us to think for a minute about radical simplicity: Like 1 parent category per product.Have you considered?Like for e.g. only 1 parent category for Digital Hub, the walls between all these feature-categories are lifted so Customers just go to the Product Category ‘Digital Hub’ to Post a question about any of the modules (Comm. Admin, Customization, Analytics & Reporting… etc)?Apart from the ease of that usecase, do you see any potential tradeoffs?Also, since the sub-categories  merged, no one will be subscribed to specific sub-categories… how do you see that impact people getting notified for the new discussions and hence answering them?How does it affect moderation? P.S. ‘Ideas’ is a different beast, for ingesting Ideas per Feature ares and I wouldn’t necessarily propose that for Product Areas.   

Aside from needing to be on the Admin team to create ‘Articles’ - what are the main differences between Topic and Articles? Visually on the community it seems like almost no difference, so I’m curious what else is there that I’m not aware of?  We have a use case where we where creating ‘Best Practices Articles” by our leadership - but I’m wondering if there is any reason that they can’t just be Topics (Conversations).Thanks,

I’m attempting to create a report of Tasks created from an Activity Timeline entry where our CEO was present in the meeting.I can identify Activities where the CEO was present (Activity Attendee Object), and I can identify tasks that were created from a timeline entry (CS Task). What I'm not able to find is a field or ID that will allow me to associate a task with the timeline entry. When I go to a timeline entry I can see the tasks present so there is some way those are being associated, its just not clear to me which fields I need to use to link the two in a Data Designer entry.How do I stitch these two objects together?

Hi community peeps!For those of you who have both Gainsight PX and Digital Hub, are you using any engagements (knowledge bots, sliders, etc.) to drive people from your platform/website to your community? If so, what are some of the engagement ideas you have used that seem to draw folks in?For those of you without PX - we are looking to drive more overall engagement within our community despite the time of year. Do you have any general engagement activities that you’ve seen work well, or that you get a good response to from community members?Thanks in advance :) 

Hi, In our sandbox I keep getting 'Something went wrong please try again later' when trying to publish an article or when trying to publish new parent or child categories.  Anyone else experiencing this? 

  Gainsight customers can now leverage the power of data by using SupportLogic to bring AI-based, real-time signals from support cases directly into Gainsight! Join us at a Webinar on Dec. 14 at 11 a.m. PT/ 2 p.m. ET featuring:Brian Hodges, CEO & Co-Founder, nCloud IntegratorsKate Griffin, VP of Delivery Services, nCloud IntegratorsRyan Radcliff, Product Marketing, SupportLogicThey will guide you on aligning support and success teams, and:*Why immediate insights from customer support can have a profound effect on your customer relationships and retention.*The value of acting on escalation prediction, negative sentiment, and churn risk signals within Gainsight.*The technical details behind the Gainsight + SupportLogic integration.*How you can quickly leverage this integration.Don't miss this opportunity to equip your customer success team with actionable customer sentiment. Secure your spot here: https://lnkd.in/gtB2HJJv

Hi,Just want to share a few problems with DH or CC community from a moderator view.When I want to remove topic (because it’s spam) I cannot do it directly (as for the posts - just hit the spam button, and BAM! user is immediately banned and his post is not visible). I always have to delete topic manually, click on the user to access his userpage and ban him manually - such a waste of clicks and time. The next thing - most important one for me at least. When you’ll click on a username (from CP of course) it takes one eternity to load… There is no problem loading topics in multiple tabs, but there is ALWAYS massive problem loading user profile overview. Even when I run loading few user overviews in multiple tabs (to “save” my time) - sometimes I’ll get 503 error. Also there should be some “SPAM” button insider user overview - to BAN user instantly and remove all his posts and topics (I’ve probably mentioned this in some of my other posts) - but it’ll save time A LOT, because I don’t have

Hi! I am trying to build a success snapshot 2.0 today to help with the ability to share the details of success plans to our AEs. The builder, to me, seems extremely buggy. I have tried using google slides (it only lets me import from my drive and save to my drive, which is super unhelpful because I need to export it to a shared drive), and PPT.In the PPT template, I created placeholders of where I wanted to put tokens. Instead the builder adds random text boxes all over the slide and then covers up the content I had in the background. Any advice or guidance is appreciated. 

I am being tasked to Disable BCS journey & Remove BCS journey from all accounts  

Hi there - I am trying to great a new feature engagement using the V2 editor. How can I use hotspots to guide my users through the engagements? Are buttons my only option? If I can’t use hotspots in V2, can I switch my editor to V1 and save all the styling work in my draft? 

We share several reports using the Share Reports functionality in Report Builder for newly created records in X days. If there were no new submissions and the report has no data the below email gets sent:This is causing confusion with the recipients of the report as they believe that there is data but the report failed to send when really the report failed to send because there is no data. It would be better if the email message was specific to the reason the report did not send due to no data being available to export.

Gainsight PX allows you to map a new feature and then immediately see the historical usage data for that feature. If you have the PX>CS integration set up via Adoption Explorer, usage for this newly mapped feature will automatically start flowing into Gainsight CS. But in order to bring in the usage data for the time period prior to mapping the feature, you will need to take a couple steps in Adoption Explorer.While in the project viewing the logs, you can select the Get Historical Data button.First you’ll need to Run a PX backfill. This step triggers PX to generate new files containing the usage from the specified time period. Assuming this newly mapped feature has usage data for that time period, that data will be included in the newly generated files.You’ll have a few choices next!You can choose to run this either within a specific date range, or for a past number of days. We recommend selecting a date range of 180 days or less.You can choose to run the jobs automatically or manu

Good afternoon everyone, I’m writing to see if anyone has any tips for the following: I’ve made a line report to show our NPS over time for several different surveys represented as different lines. In some quarters, we’ve had no responses for certain surveys which shows the NPS there as a 0. Is there a way to get the line to follow from the last quarter that has data to the next quarter that has data, rather than dipping down to 0 in the middle where there’s no data?  Equally, if the survey hadn’t been sent out yet the NPS shows as a 0 until it’s first sent out, is there a way to start the line only when the survey is first sent out and stop the line when the most recent response is received? I know using a bar chart fixes this in a way, as the bar is then just absent where there’s no data, but we would like to use a line report as this is showing a view over time. Any help would be greatly appreciated. Thank you! Grace

Good morning everyone, I’m writing to see if anyone has any tips for the following -  I’ve made a bar report to show a metric for each of our CSMs, and several of the data points displayed are 0. There are records for these data points (the value just averages out to 0), but the lack of column prevents drill-down, as far as I can tell. I know using a line chart format overcomes this issue but as the report is not ‘over time’ I was hoping that there’s a workaround without using this. Any help would be greatly appreciated. Thank you! Grace 

Wondering if there’s a use case or if anyone has done something similar with the Sally/Slack integration.I want an automated message to post into a channel for when a CSM has been allocated to a new company record, so that our Sales team have visibility of this. Our team work quite heavily on Slack (there’s a Sales channel that highlights new deals) - so it makes sense to provide them instant visibility of who the new account manager is 

Two questions around gamification Is there a way for us to see WHEN (date) a user received a badged? Is there a way for us to see WHEN (date) a user got to a different rank? Saw this idea but it has been marked at “parked.”    

Hi there! I am hoping to create a Formula Field in Data Designer that compares the output of ‘Deployment Date’ & ‘First Notification Sent Date? My goal is for the field to return a ‘True’ or ‘1’ value if ‘First Notification Sent Date’ is LESS THAN ‘Deployment Date’, & a ‘False’ or ‘0’ value if ‘First Notification Sent Date’ is GREATER THAN ‘Deployment Date’.Please let me know if this is possible &/or how you recommend making it happen! Thank you!!! 

When a Journey Orchestrator email is set up to send from an individual employee, is that individual expected to be able to see that email in their “Sent” folder in their email inbox? I was able to make this work when sending preview emails from a JO program, but a user is not able to find an actual email that was sent out in their sent inbox. We are not able to use the CC features on this program.