Discuss Gainsight Products

I was wondering if there was a way to add tool-tips to drop-down selections in a CTA form? We would like to give our CSMs the ability to hover over selections to get a more decriptive insight to their selections. I hadn’t seen anything, so I wanted to ask the community! Thank you, 

Hello all,I’m a newer Gainsight admin, ~ 1 year in the role, and am looking to perform a scorecard analysis.  We have been in Gainsight for less than 1 full year and I’m hoping to 1. identify good year 1 objectives for scorecard analysis, and 2. determine a good starting framework for this analysis.   thanks in advance for any guidance this community can provide me!

Hi! I want to create a new page (similar to ‘idea’, or ‘product update’ page) that pulls information from our app. What I envision is a sort of news feed that pulls updates from our app - to be displayed for our community. Is this possible? I see I can create HTML widget but is there anyway to do an API or webhook from our app to the community? Any tips or tricks would be greatly appreciated!!

We have a field at the format Rich Text. We need to use it as a filter for a Fetch Data action. However, it seems that it isn’t possible to filter from a rich text. We can’t convert that Rich Text information into a string, because we sometimes have more than the limited number of characters authorized for a string (which is 255 if my memory serves me right).Do you have any plan to add rich texts as filters or any workaround ?

Where can I find a list of all the events that I have created in my community? Our external Events page and the Events page in Control is only showing me a certain numbers of events, and I don’t see an option for events under Control > Analytics > Export. We host some events through various Zoom accounts so it would be really helpful to get a comprehensive list from our community.

I am trying to build a renewal reminder email JO based on data that is mostly located in SFDC - aka. filtering to specific opportunities and contacts that are admins on that same account. I need the participants to continue to sync daily so that it continues to send to the people each day that meet our criteria but, I am struggling to find a way to create a recurring sync with the data being located in SFDC.I can build the logic in query builder and get results I expect but, it appears that I cannot schedule a recurring sync of those participants.When I try to build a Segment it continues to lock up and when I build a Data Designer it seems I am missing required fields for Company ID and Recipient email address even though I have those in my SFDC data. Is there any other workaround or way to achieve this??  What am I missing to get this going?

Can I specify an Outlook calendar to sync with rather than my default calendar being the only option? Thanks!

I have some anecdotal evidence that an adblocker could disrupt Gainsight PX performance. Does anyone know anything further? In this example, some users weren’t seeing the KBOT in a solution where it is installed. They had an adblocker installed (uBlock Origin) and when they turned it off, the KBOT appeared for them. When they turned it back on, the KBOT disappeared again.Has anyone else experienced this? Any chance that an adblocker could also be disrupting the experience data Gainsight PX gathers?

I’d like to change a dropdown variant from single select to multi-select, however, when trying to change this, I’m getting the error message pop up: Dropdown List DependenciesThis dropdown list category is used in the following objects: Company Person. Could anyone explain what I need to do to go around this? Or does this mean that since the dropdown is in use and contains data it can’t be changed to multi-select? Thanks,  

Hello Everyone,We're on the hunt for a consultant to join our Customer Success Operations team. Our mission? To connect our product with the Gainsight API using user-friendly tools (think Zapier, etc.).Here's the lowdown:- We want to harness feature usage and KPI data to validate outcomes and pull data from our product via our API and post into Gainsight using the API. - This is a 3-month contract.- Our dream candidate is someone who can guide us on tool selection and build, do the API work, coach our team, and handle data transformation.Any recommendations or shared experiences? Thanks in advance! 🚀

Hi,We have scoped out our customer journey map milestones and trigger points to celebrate success (moment milestone achieved) vs highlighting when off track. Does any one have any experience in building this into Gainsight directly? We have reviewed the timeline milestone options but it seems like customisation is limited. We have also reviewed the Customer Goals which seems more like what we are after, Just after some insight of how others have done this in the pastAppreciate any insights you can offer.

I have an onboarding journey that is supposed to “launch” upon a CS Stage Change. We are seeing a delay here. Is there a way to make an onboarding journey (email sequence/JO) trigger at a Stage Change? 

I’d like to set up a segment of customer persona’s using one of our specific platforms. However, when I am in the “create segment” process, and want to select Company as the object, then all Company level fields show up, except for the field which determines the customer’s platform. I don’t understand why all fields show up in the list, except for the one I need. 

Is it possible to capture the screen resolution that users’ have when using our app? We’re looking to optimize UI and are finding that the resolution we’re optimizing for may not be the one that most users use.

We have several sales people we would like to give the ability to bcc emails to Timeline without giving them a Gainsight license. They are users in Salesforce and are active “internal collaborators” in Gainsight User Management but they don’t have a full/viewer license. Is it possible to set up bcc to Timeline for these type of users?

We always customize our engagements to the extreme.  We are trying to create a multi-step survey engagement but are frustrated that there isn't a code-view or edit like on traditional sliders and dialogue engagements.  Namely, we want to add to the submit button or change the layout of the survey questions.   Is there a reason why this doesn’t exist?  Is there a way to enable it?

I created an email template, but I don’t see it in the drop down menu in JO.  Help😑

I’m trying to test a new NPS survey, it was a clone of an old one. When I try to preview the survey from an actual send to myself (where I’m an actual participant, not from a preview or a test send) I get this: I feel like there’s a setting that just needs to be flipped. I’ve got the question out to support too, so if they find the problem I’ll be sure to post here.

I feel like this suggestion might already be on community but I couldn't find it...currently add CC field to Emails in Programs is only possible if the Email Template is Operational. We would like the ability to add a CC to Non-Operational emails as well from time to time to include an internal reciptient.

I don’t see it called out as an option in the PUT action for Update a field in user's profile, but maybe it’s possible. If so, what are the details for adding that into the call? (@leo-inspired / Gainsight DH team)

Hello!Is there a way to see which customers have not opened an email within Journey Orchestrator?Thanks,Talia 

Looking for recommendation on how to go about this: Let’s say we have 6,000 email chain program participants sourced through query builder (2 objects merged)We aim to divide them into six groups over six months, sending 1,000 emails each month (potentially dividing participants based on MRR)We also require conditional wait for each email: if a link isn't clicked within 3 days, we'll send a reminder.We know how to set up the conditional wait for one group but need guidance on segmenting participants and managing the batch distribution. Can this be done in just 1 program?

Hello, I ran a Journey Orchestrator program and have received responses stating that the information is valuable, ect. The email open rate for the Journey is 28% but the link click rate is 0%. Based on the responses I have received; participants have clicked the links embedded into the email. Why am I unable to see the link click rate?  I have run other program and saw the analytics of the link click rate and which links were clicked most. Is there a way I can adjust a filter to see the click rate?  Thanks,Kaleigh