Discuss Gainsight Products

I just noticed that Secondary Button appears only when there is the “Main button” added.Should this work like this?“Secondary Button” normally indicates that you add secondary button, second most important button. Not second button.You should be able to add Secondary button independently, no matter is the “Main button” added or not.This is confusing also because in Theme / Buttons you can add own look and feel for secondary button.

I know that segments can be set up and then used for Journey Orchestrator, but how do I report on the segment a particular company is in? Is there any way to get to that data via the Company object?

I’m exploring surveys. I created a survey and am testing it with my internal users. The survey itself is fine. However, I want to use Path Analyzer to see what people did before running the survey.When I create a path analyzer report, I can select many types of engagements, but the category for surveys does not show either of the two surveys.Have you managed to include surveys in your Path Analyzer reports?

How are others configuring Gainsight to track activity in IFrames? We have a few of our products that use IFrames extensively for their product and we are trying to identify the best way to track the usage of these products. We got to the Product Mapper phase of configuration and have identified that we are not able to tag anything within the IFrames, and are now looking for guidance on what we might be able to do. I have searched the Gainsight documentation and only come up with this one page: https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Install_Gainsight_PX_in_IFramesIt is a very short description and I have passed it along to my engineers for them to see if they are able to work with this. But having the outline of an experienced team who has worked on this would be great. 

Has anyone migrated their knowledge base from Zendesk to Insided to consolidate self-service content under one roof? I’d love to speak to someone who’s gone through the process to weigh the pros / cons. 

Hi everyone - quick question on the SSO setting ‘Preserve manually granted Custom Roles’ on the Insided platfrom. My understanding is that this is a ‘merge’ setting and does not have a ‘persistent’ impact to role mapping.  Question1: Example:  This setting is enabled  and say community manager assigns role ‘XYZ’ manually to a user and the same user is assigned ‘ABC,123’ roles through SSO they end up with a merge of the 3 roles  i.e. XYZ,ABC,123? Question2: Further say we remove the role ‘ABC’ from our Identity Provider (SSO backend) and the same user logs in next time they should only get manually assigned ‘XYZ’+ sso provided role ‘123’. Correct? Or will the platfrom persist the previously SSO assigned role ‘ABC’ for this user?Question3: With this setting disabled: All manually assigned Role are overwritten and only SSO assigned roles will be assigned to user after a successful SSO login. Have a good weekend!  

To create a dependent field in Gainsight, here's a step-by-step guide on how to achieve this: Access the Gainsight Administration area and navigate to the object that contains the fields you want to set the dependency on (in this case, the object containing the "Lifecycle" and "Churn Reason" fields). Locate the "Lifecycle" field and click on it to edit its properties. Set up the field dependency by selecting the "Churn Reason" field as the dependent field and the "Lifecycle" field as the controlling field. Specify the conditions for the dependency. In this case, you want the "Churn Reason" field to be required only when the "Lifecycle" field is set to "Contract End". Save the field dependency settings. Now, navigate to the "Churn Reason" field and set it as a required field in its properties. This ensures that when the condition specified in the field dependency is met, the "Chur

Hi there,I have a ticket open with support but wondering if anyone has found ways to embed a YT video directly in a post (of any type) so that it displays and plays within the post (rather than just displaying a YT link). When I tried using the embeddable URL feature in an article, it showed me the video in preview as being part of the article, but then when I published the article, it reverted to a plain YT link. We want to have videos display and play directly within posts. Thanks in advance for any guidance!

Is there a way to add a hyperlink into an embedded report in a JO operational email?Use case: I am notifying the account executives and CSMs via email if they are newly-assigned to an account. The JO job runs daily, checking for account ownership changes that have occurred “since yesterday”. Each email contains the list of accounts the user has been recently assigned to. Said list is rendered by an embedded analytics report in the JO email template.For each account on the list, I would like to provide a deep link that takes the user directly to the C360 page of the account in Gainsight. I’m just not seeing an obvious way to achieve this. Has anyone done this before?

I have sent two newsletters by now, to all members. Or so I thought, I asked from support and they said platform sends email only to the members who have been active last 12 months, to avoid the situation they dont end to the black list. Okay I understand this.Our newsletter shares info, what has happened in the community and I share some stats there as well. My goal is to activate the passive members, to visit to the community and ultimate goal is to get more participation from them.I sent our first letter in May and second now in June. Here are our numbers:MayOpen Rate 91,5% CTR 5% Unsubscribed 3,5%JuneOpen Rate 42,3% CTR 1,3% Unsubscribed 0,9%I was surprised how high Open Rate was in May! Also CTR was excellent. But I scared about the Unsubscribe-%, it was really high! I asked from our CSM and she said this is pretty normal, there are customers who have experienced high Unsu

Hi there, Does anyone know if it is possible to build a report on the current open task in a playbook? For example, our implementation team would love a report that shows where each client currently is in their launch cycle. I already know to use to CSTask object to create reports on playbooks tasks. I was thinking that this might be possible if there were a way to aggregate by MIN/MAX of due date for open tasks but it doesn't look like this is currently possible. Would love to hear if anyone has found a way to generate a similar report. Thanks!

As the admin, I am defaulted assigned for majority CTAs. I want to create a rule so that if the account ends up with a CSM after the CTA is created, the CTA is reassigned from me to the CSM. Is this possible?

Receiving feedback from your customers is crucial for identifying potential risks, uncovering warning signs, and establishing a strong advocacy program. It also serves as an excellent means to enhance your product offerings and improve the overall user experience.When my customers inquire about the type of survey they should conduct to gather feedback from their customers, the common question arises: NPS or CES? The straightforward response is BOTH. However, it's important to note that these surveys have distinct use cases and should be implemented at different stages of the user journey. Below, you'll find an analysis of the two survey options and the corresponding business scenarios for each. NPS:

We’re restructuring our community and did a lot of the legwork in our staging environment. Now there is no easy way to sync our staging environment with our production environment or push changes. What’s the most efficient way to do this? Is there a way to queue up changes that I’m missing? Right now, I’m assuming it has to be manually done in real time, but I’m hoping there is a better way. 

 I was nominated by @AngelaBrown to take part in this challenge! I made a video where I walk through how to build a pivot report on tasks within a CTA. The use case here is that you want to see your task progress across multiple CTAs that are using the same playbook. A manager could also use this report to review the progress of multiple end users on CTAs with the same playbook.https://share.getcloudapp.com/NQu5zEp4 This post is part of our #2minHowTo campaign. Please check out the other videos and take part yourself! I am nominating @sdrostgainsightcom and 

Hello GS World!!I thought I read somewhere that we can create a “dummy” account in GS to do testing on prior advising all CSMs to proceed with a new report/design/etc.I cannot find where I read about creating a test account, anyone know?Thanks in advanceAmy Hollen

In-app guides offer an excellent way to guide both new and existing users through your product, showcasing its features and functionalities. However, the question often arises: "How many steps should my guide include?"  My first recommendation is to empathize with your customers and consider how many steps you would personally go through when learning about a new product or feature. Including too few steps might result in inadequate guidance, while including too many steps could lead to significantly lower completion and feature adoption rates. It's important to strike the right balance.  Fortunately, at Gainsight PX, we are passionate about data and have determined the ideal

Can you copy an existing page? Especially if most of the content will be the same?I am basically trying to come up with a workaround since I can not change a slug after a page is created.  

Hi everyone!I’m looking for alternative ways to enable/encourage users to easily subscribe to our community forums. We have changed the forum structure from one main topic to breaking them into categories like News/Learn&Share/Opportunities and now we have an issue of reaching out to the members and letting them know of the new posts. Do any of you use custom solutions (like a pop up) or any out-of-the-box options? Thank you!

I'm lost on how to calculate the number of subscribers for product updates section (the ones who hit “subscribe” button). It would also be great if I could categorize them based on their user role. I know it’s possible because I see those numbers in reports created by another community manager, but I really can’t find the way to do it :)

I can’t figure out from the documentation exactly how these 3 buttons (Exit, Skip, Snooze) work, in relation to the Audience Rules (In-App Engagement “Completed”) and Qualification Intervals and CTA’s (Links or Custom Buttons)?Some Questions:If a user clicks a link (CTA), does that mark the guide as completed?   My understanding is “No”. If a user clicks a custom button and that custom button closes the guide, is the engagement marked as completed? What is the difference between Skip and Snooze? If a user “Skips” is the guide marked as completed?   If not, do the intervals still apply? If the user snoozes, I would assume the intervals apply and the guide is only marked as “viewed”? Thanks for anyone that can help clarify!

We need to create a report on email templates (who created, when created, folder, etc), but I am unable to figure which object this is stored in. I tried looking at objects that pull template name and ID (like Email Logs), but it only stamps the name and ID and does not have a lookup to another object that would have additional details on the template @mglarocca 

Hello,Recently I learned about the AO Participant Custom Fields object and would like to use it for more efficient reporting than employing data designer or adding to a Load Usage Rule. Does the mapped field update in terms of usage information? For example, on a recent Journey Orchestrator advanced email program, I mapped a field regarding setup of a particular feature; the Boolean field it references is located on the Usage Company Information object. After the program runs I will need to report on conversion, whether this usage field is now true after the participant entered the program. Will that mapped field be updated with current information?