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7646 Topics
svh
svhHelper ⭐️
asked in Customer Communities (CC)
Favicon not displaying

Hi! Our favicon is no longer displaying. No changes have been made and the image appears to be uploaded. Anyone else experience this?Thanks S 

382
svh
2 months ago
Kait_Masters
Kait_MastersContributor ⭐️
asked in Customer Communities (CC)
What counts as a login for CC

I am working with one of our technical ops engineers to develop an internal view of a specific segment of users logging into the community and we’re wondering how Gainsight defines a login (regarding exportable data here).  There seems to be a discrepancy between member activity and the number of times someone is “logged in” when we export data which has me wondering if logging in only counts when a token expires and they have to reverify their access. For context, the goal is to develop a view of members logging in multiple times per month (passive) to supplement active engagement tracking… but it seems like the login metrics are not getting us those insights. Any advice?

232
Kenneth R
2 months ago
Moller Toma
Moller TomaHelper ⭐️
asked in Customer Communities (CC)
I would like to deactivate a system email. How can I do this?

We already send automated emails with certain system emails such as User account is successfully activated. How can we turn these off so customers don't receive two emails?

1184
Julian
2 months ago
A
AliyaHelper ⭐️
asked in Customer Communities (CC)
How can you customize a sidebar for a particular subcategory?

How can you customize a sidebar for a particular subcategory?I have a scenario where for a particular subcategories I need to have certain objects in side panel, which I only want to be visible there since they are relevant only for that subcategory. Is there a way to do that?

1117
olimarrio
2 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
SSO support for multi-region using OAuth

Hi! From my understanding, there are usually several ways to implement SSO, including:-SAML-OpenID Connect-OAuth 2.0SAML is often the easiest option as it's mostly configuration-based. However, Gainsight lacks multi-region support for SAML.As a result, we had to pivot and implement a custom solution using OAuth, and we specifically need support for identity-provider initiated OAuth, not service provider initiated.I am trying to figure out the redirection URL ___The flow right now is as follows -1. User goes to our community url and clicks on login2. The user is redirected to a page where they are prompted to choose the region.3. Once the user chooses the region they are redirected to the respective login page. For example here, let's say US, the user is redirected to app.iterable.com4. The user logs in here using the our company app credentials.5. After the login is successful, the user needs to be redirected to Gainsight with an auth code - this is the redirect URL I am looking for.6.

191
olimarrio
2 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
CC+CS Integration FAQs

Do you want to start using your Community data in CS, but you’ve got questions? We've got answers! Check out some FAQs about our out-of-the-box integration below.What are the high-level benefits of a CC+CS integration?It gives Community Managers the ability to report on Community data to a greater degree of detail and with more flexibility than is available natively in the Community platform. It gives CSMs valuable and actionable insights into their clients’ Community usage. It gives Executives visibility into Community data and how it ties into ARR, healthscores, and other data that lives in the CS product.How does a client set up the Community Connector?You can submit a support ticket to enable this integration- there is no admin configuration needed. Once it has been enabled, there will be a Community Management menu item where you can view the sync logs for the connector.How do we map the Community data to the data in CS?This relies on the Community User Email Address. In order to

4848
ElleShutty
2 months ago
G-lief
G-liefContributor ⭐️
posted in Customer Communities (CC)
Has anyone migrated to Gainsight Community product?

Khoros (formerly lithium) was a gold standard.Recently - I’m struggling with the product and support.Anyone else care to share their thoughts on a migration from Khoros Communities to Gainsights <community product name> (is it Customer Communities?) in say... the past 6-12-18 months? What was your goal?What did you like?What did you miss?Other thoughts?

47415
P
2 months ago
M
matthew.wallContributor ⭐️
asked in Product Experience (PX)
Survey Button Translation

Hi, I have noticed that the “Back” button in surveys is not translating to the corresponding language selection. I know that this is something that is hardcoded and can not be modified in the UI. 

130
M
2 months ago
jillian.bejtlich
jillian.bejtlichContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How would you go about designing a pre-mod pop-up?

To prevent spam on weekends and holidays, we put our community into pre-moderation which works well enough. It certainly prevents spam from hitting the public!However, as y’all know the banner that says “Your post needs to be approved” is in the least logical spot and due to how invisible it is, we’re often slammed with duplicate or triplicate posts due to people thinking their post didn’t go through.While I can’t fix the pre-mod workflow, I am contemplating building out some sort of pop-up that we turn on when needed that greets people when they visit the site and basically says “We’re in pre-mod. Post away, but all posts have to be approved before they go public” (but more eloquently). Chances are people will forget that pop-up by the time they post, but it’s worth a try.But…. how? I have no idea where to start with this, but very badly needed.

6113
revote
2 months ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Education (CE)
How Customer Education Drives Product Engagement: Insights from Gainsight PX

Wouldn't it be powerful to know exactly how learners are engaging with your product after completing training or earning a certification? Using Gainsight’s PX application, our Education team gained deeper insights into how our eLearning courses and instructor-led events influence customer behavior. The results were compelling. Across the board, users who participated in training demonstrated higher engagement with the CS product. With every trained Segment, we observed increases in both product retention and feature adoption. In this context, product retention measures how often a user returns to use the product after initial engagement. We decided to focus on various cohorts of customers who had completed specific courses, learning paths, or certifications. To begin, we exported learner data from our LMS as CSV files and uploaded them as individual Segments in PX. Using PX Analytics' Retention and Feature Adoption Reports, we filtered these Segments to track and analyze user behavior.

2721
bholmes
2 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How to force a logout for a user?

I know this API operation exists and as much as I love using the API, sometimes it’s a hassle to use it for the things I don’t have automated. So is there a way to force a logout for a user in Control? I’ve been doing something I think would work, but I don’t know for sure. Update user’s primary role to Unregistered/Not Logged In + save to apply Update a users’ primary role back to Registered (or whatever it was before) + save to applyDoes that actually work? 

303
revote
2 months ago
K
kenaponteContributor ⭐️
asked in Customer Success (CS)
Trigger manual NPS survey

Gainsight is great in its ability to schedule NPS surveys on a host of criteria, but do we have the ability to trigger a survey manually?Use case: I’d like to send all QBR participants an NPS Survey after the QBR is executed. Can we trigger the survey after I close an ‘Send NPS’ task in the QBR CTA? or when I close the CTA itself? Some other mechanism?I know this isn’t standard behavior when executing an NPS program.

291
ckeyes_bmc
2 months ago
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Email template is stripping preheader (and other code)

When I paste a full HTML email (doctype, CSS, etc) into the WYSIWYG, everything looks fine. But a test send did not show a preheader in the inbox preview and when I return to the template, everything above the first table is stripped. Including a preheader is a basic email best practice. How can this be included, and why is so much of the code being stripped when Gainsight's own best practices dictate to use doctype? Is there something else that needs to be specified? Thanks!

45611
dayn.johnson
2 months ago
S
sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Separate Admin section for Success Plan CTAs

Ability to have Custom Admin Section for CTAs that are displayed in Cockpit section of Success Plan. Hi Team,Customer is looking to have only CTA Views pertaining to Cockpit section of success Plan being displayed when CTAs of success plan are viewed. As of now, we have all CTA views visible that are created in Cockpit’s Administrative page. Please have a look at the following recording. https://share.zight.com/qGunNWY1

90
S
2 months ago
L
lira.bContributor ⭐️
asked in Customer Success (CS)
Am I able to add a Preheader Text to Email Template?

I would like to include a Preheader Text in my email template but I do not see an option for this. I am not qualified in using the code option. Any help would be appreciated. Thanks,Lira

351
dayn.johnson
2 months ago
O
olivasmithContributor ⭐️⭐️
asked in Customer Success (CS)
Seeking Guidence To Visualize Complex Data Trends and Integrate Them with Gainsight

Hey everyone!I am working on a project where I need to visualize some pretty complex data trends and ensure that the insights are integrated seamlessly with Gainsight. The goal is to make the data not only understandable but actionable for our customer success team and stakeholders.For those of you who’ve worked with intricate datasets, what types of visualizations have you found most effective in presenting large sets of data in a clear, insightful way? I am also curious if anyone has tips on building dashboards or custom visuals that align with the data-driven processes in Gainsight. I have been through these resources/articles https://www.gainsight.com/blog/gainsight-data-architecture-explained/ Power BI Architecture, however, they are quite useful but I wanted to learn more from community members.Additionally, how are you using Gainsight’s integration capabilities to ensure that these insights are directly connected to customer health, renewals, or proactive outreach? Any best prac

150
O
2 months ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Gainsight CE FAQ Series: Why Don’t All Choices Appear in the Dropdown?F.A.Q.

​A common question we hear from customers is “why don’t all options show up in a dropdown menu when you're trying to select courses or events to a learning path, or add learners to a group?”, and the solution is simpler than you might think! Our drop-downs currently display the first 10 items in alphabetical order by default. If you don’t see the option you're looking for, just start typing it in the search bar.For example, if your course or event starts with the letter “M,” simply type “M,”, or the first word of the title, and the relevant options will appear. This also works when adding learners to a group—type their name, and they’ll show up instantly! This function helps to keep dropdown menus streamlined and easy to navigate, especially when you have a large number of options to choose from.

100
cdonargo
2 months ago
HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Any way to load Gainsight faster?

We have noticed significant increase in load times since the August UI update but have always had complaints from CSMs regarding time it takes to load dashboards/reports, filters not applying on first time, and more. Any ideas on how we can reduce load times? We have been coaching clearing cookies, resetting dashboards etc. but starting to get to a point where people are pretty frustrated. 

452
HenryHace
2 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
Gainsight community platform and plans to improve accessibility

Web accessibility is one of the key factors for us, for the upcoming months and years. Gainsight community platform is in pretty good shape and it is good of course, but I would like to know is there any plans you can share with us? What improvements you are going to build here? 😊We are going to perform auditing but we havent done it yet so I cant share any wishlist or so 😀

1024
revote
2 months ago
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
posted in Staircase AI by Gainsight
Introducing the New Staircase AI by Gainsight product section of community!

Welcome to your one stop shop for all Staircase AI by Gainsight community content! We’re excited to open this brand-new section of our online community, dedicated to all things Staircase AI by Gainsight! 🎉 Whether you’re a seasoned Staircase customer or getting started with Staircase, this is your go-to spot for all the latest discussions, product content, and insights about Staircase AI. Here’s what you can look forward to:• 📚 How-To Articles: Get quick answers with our handy guides.• 💬 Questions & Answers: Have a burning question? Ask away, and connect with fellow users and experts.• 🔍 Deep Dives: Explore in-depth content on Staircase AI’s capabilities and how it can help you.• 🚀 Learn & Level Up: Whether it’s tips, tricks, or new features, you’ll always stay in the loop! Our community is all about sharing knowledge and growing together, so jump in, explore, and let’s elevate your Staircase AI experience to new heights! 🚀 No idea what Staircase AI by Gainsight is? Check

660
Tori Jeffcoat
2 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Is there a way to customize profile field lists?

Hi, For the Profile field lists, if one of the options isn’t selected, I want the community member to be able to select “Other” , but then be able to input in text what that is.   

151
revote
2 months ago
O
olivasmithContributor ⭐️⭐️
asked in Customer Success (CS)
Want To Learn Product Experience & Customer Success

Hi, I am new to Gainsight and want to learn more about the product (Product Experience & Customer Success). As I am working on my project as it has a lot of customers so I wanted to automate various things. Could you please share any guide/document so I can go through. Thanks

365
O
2 months ago
H
HarkContributor ⭐️
asked in Customer Success (CS)
Triggering a CTA

Hi, new to Gainsight but am I able to trigger a CTA from a change in the value of a field? Use Case: If the value in the Stage field on a Company is changed from Implementing to Go-live can this create a CTA for the CSM advising them of the go-live and to use the associate playbook to on-board them to Customer Success.Thanks in advance.Hark

1184
H
2 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Remove part of quick links in community top navigation

I saw in a previous answer that you need to use custom code to remove these, but I just want to remove one and it is “Community Overview”.How can I do this? Thanks! 

202
D
2 months ago
markglenwalker
markglenwalkerHelper ⭐️
asked in Customer Success (CS)
Workaround for sending Email to Company Persons on Relationship Type CTA Email?

Does anyone have a good workaround for pulling in Company Persons into the “To” field for reps to search company persons when sending Emails from Relationship Type CTA Email Tasks?

303
markglenwalker
2 months ago

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