Discuss Gainsight Products

Anyone else started using Rules Horizon?  I created my first one today and overall it’s pretty slick.  I love to Update CTA feature.  We do have some feedback we are gathering, though, and I wonder if it is best to post here, the general Community, or both?

Hi insided Community,in our data privacy info we need to link directly to the Cookie Settings. As they are only implemented as a popup, i wanted to ask, how it is possible to create a direct link to the settings/a direct link to a page, where the Cookie Setting Popup is shown.Cheers,Marcel

We noticed this morning, that there are our brand font in use. Also the “profile” field and few buttons are moved to the top right in Control.Thanks, small changes but huge difference.Is there any other changes coming?

How do I remove these empty anchor elements from the markup? We have two hidden, irrelevant links on every, single community page/post in the righthand column "Related topics" section. It's showing up in SEO reports/Site Health.

Hi there - Is there a way to remove people from a program that has a started? An organization does not what to be receiving the survey emails, so we want to prevent the reminder emails from going out to those people.

You may have seen my post from last week regarding the Five Reasons to Upgrade to Survey 2.0. One question I got recently from one of our Gainsight Admins is “What about my Survey 1.0 CTAs?”  For context, Survey 1.0 allows you to create CTAs straight from the survey itself. Survey 2.0 does not allow this because all Survey 2.0 surveys must be sent via Journey Orchestrator. This how-to guide explains how to create NPS follow-up CTAs within a Program when using the survey model. 

Hello! I am an admin for my community. Recently, I am seeing an issue with the user’s profile or information section in Control mode. When I tap on user to see more details a page comes up that is blank as shows below. Sometime it works in Safari but Firefox, Edge and Chrome find it very often. Does someone know what is going on?  

Hello community,I would like to know if your companies have an established Customer Advisory Board (CAB). If you do, I'm curious to learn about your process. Specifically, do you run your CAB on InSided? Do you have a separate group dedicated to the CAB?I would greatly appreciate hearing about your experiences and any insights you can provide.Thank you in advance for sharing your knowledge! 

'Well, I must say, it''s been a blast! We hope that you enjoyed our webinar just as much as we did. Thanks again for @Ditte for joining us and sharing all the knowledge and fun stories that we have experienced together over the past years!We spoke about typical characteristics of Superusers, how to recruit them, but also challenges and learnings which we hope will help you on your way to your own Superuser program.Here you can find the recording:  Want to learn more?Here a number of interesting articles and other ressources which can help you while working on your own Superuser strategy:  Attached to this post, you can also find a Superuser Whitepaper, as well as the presentation from the webinar.'

Hi GS Community! Have you encountered an error like this before in Journey Orchestrator? I scheduled an email to be sent out and we received this following. Any tips would be appreciated!  “Sending email failed with errors Service Unavailable at step”  

Hi everyoneJust wondering if anyone else’s community is reporting any issues with email notifications?We've been informed by some of our superusers that they've stopped receiving emails notifications to new replies in topics they're following/favourited.It appears as though this is a recent development. Could it be linked to the small release to fix the order of replies in the favourites page? I believe this happened at the end of last week.(They've checked that their notification settings are correct.)

Hi there, I am new to Insided Platform but 15 years in Community. We now live for 3 weeks and things are doing great. We are now starting to build more groups and want to add more to the group page. right now there is jus the feed, about group and members. you like to add stuff like featured content and such. Can you edit these pages? Or other options.

 The V6.36 NXT Release Notes is now available for EU and US customers. As part of this release, we have published 10 New articles and updated 36 Existing articles. List of New Articles:Adoption Explorer: Configure Multiple PX Connections in CS Connectors: Hubspot Integration FAQs Load to Hubspot Action Type Product Requests Aha integration Overview Configure Product Requests for Aha Integration Create an Enhancement Request-AHA integration Renewal Center: Net Retention Dashboard Rules Engine: Migrate Bionic Rules to Horizon Rules Unification Person Unifcation (Beta) Data Steward : Person (Beta) For more information on updated articles, refer to the V6.35 Release List of Updated Articles - NXT. The SFDC Release Notes May 2023 is now available for EU and US customers. As part of this release, we have published Configure Mutiple PX Connections in CS (New) article and updated 8 Existing articles.For more information on updated articles, refer to the V6.35 Release List of Updated Arti

I am trying to outline an Average of Session Count YTD with the data that has come into CS from PX side. When I use the report builder to outline Session Count by Month, I am able to do that and also add filters for Person Id where I exclude anything that contains specific email type such as gmail (As we get emails in Person Id field from PX). But in report builder I am not able to calculate Average Session Count by Year to Date. Since the formula field dosent allows me to sum the Count of Sessions and divide it by months for current year.I then went into Data Designer and when I am trying to outline the object and put filter on Person Id, it dosen’t provides ‘Does not contain’ option and rather it only allows one specific value to be entered.Can the Person Id field be made to work like it does in Report Builder when used in filters. Such that it allows ‘Does not Contain’ as a option to exclude certain elements. Can the formula field in Report Builder be made more enhanced where the ag

Hello! I am looking for general references on how to develop a health score to track and identify community portal health. Any direction would be greatly appreciated! Books, webinars, articles, etc...

Hi All,I see that there is an old post on this topic and am unsure if answered posts are monitored, but it seems that the answer is not specific to the “Default Owner” field.  My organization would like to use both the “Owner Field”  for one dynamic owner, i.e. whoever is the Product Trainer for the account, and the CSM for the account as the “Default Owner”.  But as the previous question in this post asks, we are only able to add a specific static user to this “Default Owner” field.  Can we actually use this field to populate a dynamic field, such as the “Owner Field” where we could select CSM and have the “Default Owner” be who ever the account CSM is and not a static user?  Picture below for reference.  

I am trying to use the Gainsight PX Data Loader python script to upload data that contains custom fields, but it is throwing an exception.  Is there a trick to referencing custom fields, like putting “custom.” in front of the field names?  Thanks. {"apiKey":"xxxx","productKey":"xxxxxx","fieldMapping":{"USER":{"identifyId":"identifyId","firstName":"firstName","lastName":"lastName","email":"email","assessment_all":"assessment_all","assessment_finish":"assessment_finish","Assessment_inc":"Assessment_inc","Assessment_NS":"Assessment_NS","assessment_provrev":"assessment_provrev","assessment_todo":"assessment_todo"}}}ERROR: Unknown field 'assessment_all' in fieldMapping in 'config.json'.  Valid Values: '['aptrinsicId', 'identifyId', 'type', 'gender', 'email', 'firstName', 'lastName', 'lastSeenDate', 'signUpDate', 'firstVisitDate', 'title', 'phone', 'score', 'role', 'subscriptionId', 'accountId', 'numberOfVisits', 'location.city', 'location.stateCode', 'location.stateName', 'location.countryC

There’s been a bit of back and forth on this topic for a number of years now - Heres a potential solution  What’s changed recently within Gainsight is the release of Real Time Rules which is made this a little bit easier The below logic allows us to allocate CSMs to a Company Object based on the Oldest CSM Assignment First things first, We need to create a High Volume Object to Store the CSM Assignments In this example, we are going to assume that there are two types of CSM,  Customer Success ManagersSenior Customer Success Managers We are also going to assume that there are three possible regions USEMEAAPAC We are looking to assign CSMs in the same region as a customer in a round robin fashion based on the CSM Region matching the Customer Region and The CSM role matching the Managed By Field in the Company Object Creating the User Assignment Table The Only New Table that we will need for this is a CSM Assignment Table  The CSM Assignment table will have the following fields: CSM GSID

Currently in the CTA action of a rule, we must set a "Default Owner", however it is a static user that must be used. I've got a customer that is requesting the ability to select a dynamic user for this field, such as setting it to "Account CSM" versus "John Doe". I'm wondering if this is anything we've considered putting on the road map in the future? Thanks

Hi everyone, We are trying to create more advanced reporting specifically on engagement and I wanted to crowdsource some ideas & hear your best practices. We, unfortunately, don’t use Salesforce (pipedrive instead) so we don’t see any analytics reported out of the box.We would like to see Weekly Returning Users (that are from specific custom user roles, ie. not employees who are members of the community) and Weekly Active Users (we have defined this as a user who takes an action on the community such as like, comment, post). Any ideas on how to achieve this without having to compile everything on excel with multiple formulas and endless rows? 😅Thank you!

Hello inSpired Community! ❤️I’m trying to get more info about the question.Answered Webhook that can be found here on the API Documentation  What kind of info does this Webhook contain? (On a user level, post level, date level...)There are no explanations on the Documentation and I wanna learn more about it. Use case: we are transfering all our Community Analytics to Tableau and have most of the important Data points, except for “Best Answer” Data which we need to use in order to calculate peer support in our Community. However this data point is not included in the API so we’re looking into Webhooks as a workaround.Cheers!Daniele  

Is it possible to have the 30 report limit increased on Dashboards? The customer is hitting this limit on some of our dashboards, and the performance is still pretty good so it feels like more reports could be supported.

I know there are a mix of folks here who have had decade years of experience managing a community & others who are probably just few years into it (I’m on the latter side, hence this post 😁).I have this question hovering in my mind, if any one could help me with their experience on this.How you all stay updated on the latest trends and best practices in community growth and management? What are these sources of information? I’d love to also know if there is perhaps something that is not directly in the Community Management/Growth area, but something you’ve found especially helpful or inspirational to support your approach towards community? Hoping to hear & learn from you all!

I am running into what I think is a bug in the C360 layout beta. When I navigate to Customer Goals → CTA → Timeline I bump into a blank panel rather than the ability to post notes to timeline for the associated CTA. Please see screenshot below. Is anyone else running into this? 

I have a team coming into Gainsight PX from Heap and they are accustomed to having engagements that are dynamic to what the user has access to. Such as if branches: if the user has button A continue the engagement with these steps, or if they have button B show these steps, or if neither show this final step. Coming to Gainsight we are unsure how to handle “pathed engagements”. What happens when/if we tag an engagement step to a button that is simply not there? How can we fail elegantly out of an engagement if the user simply does not have access to a button in the workflow of the engagement. Workaround would be to pre-identify what the user has access to and show them one of many different engagements that matches their available workflow. But this seems like a lot of pre-work and management to maintain multiple possible engagement paths. I will look around for an enhancement request for pathed engagements and see if there are some other recommendations here before I post this as an i