Discuss Gainsight Products

I opened ticket 267104 for the issue for end users seeing the Horizon Email interface when trying to send /edit emails from Gainsight Assist in Cockpit.  The first reports I have of this were 8/4/23, several days after the most recent release.  And I reviewed the release notes and did not see anything about this change. Is this just our org?  Has anyone else created a ticket and reported this to support?  

I feel like many posts throughout the community have shown a significant interest in having a ‘query library’ in that you could create datasets in a single location and then reference them throughout the platform. This has been highlighted as a need in Program development, having to create all Queries in Rules Engine for troubleshooting, and then building a second time in Programs (which has since been solved for with execution history but it’s duplicative if an existing Rule is exactly what is needed in a Program). It’s been highlighted as a need within Programs and the ability to duplicate a query as a second participant source within a program. It’s been highlighted as a need for reporting.    Data Designer -sort of- solves for this - but it’s not in replacement of, it’s in addition to. And now we have Segments. So you can reference Data Spaces, Rules Engine, Data Designs, Query Builder, and Segments. For Programs, data designer present the issue of the design refreshing indepe

Hello,Is there a way to backup all settings and content set in Control?It would be great if there was a file(s) that could be exported from control to backup all settings and content in there. This would be to allow version control and always having a backup to reload should any inadvertent changes be made to any customised setting, script or content.Possibly something that should be posted as an idea?My current plan is to capture everything manually.Looking forward to hearing any suggestions or solutions for this.Thanks!

Hi Community! We currently use utm links with Google Analytics to measure where users find out about the Community and links from any events we hold (i.e webinars, email campaigns, resources articles etc).Community sits under the CS umbrella in our organization and I have been tasked with measuring how many registrations come from each functional area. Previously I have been using utm links with GA (as I understand it there is a limitation in how long they keep the data to reference). So far the utm links have not been adopted by all teams but we’d really like one unifying efficient way to measure where the registration referral came from.Is anyone using tracking methods other than Google Analytics to achieve something like this?

Hi there community builders!As we approach the end of 2022 and the 7 month anniversary of our community launch, I’m diving deep on our self-service metrics in collaboration with our Customer Support leadership. I understand that what success looks like is going to differ significantly from community to community. But I’m hoping to zero in on some sort of benchmark we can aim towards for our self-service score in 2023. Is anyone else who’s running a B2B Saas community willing to share theirs as well as how long you’ve been live and any projects / programs you feel have been instrumental to making progress on this metric? For reference - we started at 0.1 back in July and were at 0.16 in November. 

Hi, our enablement organization is rolling out Credly digital badging for our certifications.  Is there any way to post a badge with metadata included (hyperlink back to a Credly profile) or just the static visual?Has anyone else done anything with open badging standards?I can provide more details if that would help. Our certification events aren’t super-dynamic so we aren’t looking for a full integration at this stage.  Thanks!

Hi Team,It does not appear that the definition of “Default Value” on a URL field is correct in Horizon Rules. When hovering over default value (in the action step) it states: “The default value will be used if the incoming field is not present or invalid.” However I had a customer who was trying to pass URL values in this rule, and it only changed URL values to the default value when the incoming value was null. There were 2 records which came in with invalid URL’s (not null) and they were rejected completely, causing the rule to run Partially Successful.  It would seem as it currently stands the definition of Default Value should be: “The default value will be used if the incoming field is not present.” (NOT Invalid). Has anyone else experienced this? Is there something I am missing? 

In my last post, I discussed how to handle usage data and the large volume of data it entails. In this post I’ll walk through how and why to split an object if it has grown too large.Typically when we think about large objects we think about them having too many rows. A less common scenario is having many rows and also many columns. Having a very wide table can make reporting on that object slower than it would be based on the high number of rows alone.One solution in this scenario is to split the object into two.  When is this necessary?If an object gets too large, you may see that:Rules are timing out and thus failing. (Note that this could be due to an issue with a rule, not the volume of the object) Reporting is slow or times out.What is the goal?The goal is to break up an object into two separate objects. You can split up an object by rows or by columns.Why split an object by rows?You have a high number of rows, and the rows can be logically dividedORYour object contains a subset

I am working on creating an internal handoff survey that would go to the Account Exec on the account upon an account closing. Do I need to make this a transactional survey?

The user administration in Gainsight has " Inactive users" status to indicate the accounts of inactive users across the organization for Gainsight. This creates an ambiguity as the "Inactive users" list contains a list of users those are inactive on the platform as well as some users whose user accounts have been deactivated by the organization( for ex. they are no longer a part of the organization).I request an alternative solution to rule out the ambiguity which is dividing the " inactive users" list into two parts:1. "Inactive Users" - for user whose accounts is yet to be activated on the platform and are still a part of the organization( active employee).2. " Deactivated users" - for users who no longer are a part of the organization and whose accounts are terminated.This shall help us rule out ambiguity and would also give us the correct number of inactive user accounts.PS - (This is the correction made to my earlier post in which I had mentioned Gainsight sandbox)

The user administration in Gainsight Sandbox has " Inactive users" status to indicate the accounts of inactive users across the organization for Gainsight Sandbox. This creates an ambiguity as the "Inactive users" list contains a list of users those are inactive on the platform as well as some users whose user accounts have been deactivated by the organization( for ex. they are no longer a part of the organization).I request an alternative solution to rule out the ambiguity which is dividing the " inactive users" list into two parts:1. "Inactive Users" - for user whose accounts is yet to be activated on the platform and are still a part of the organization( active employee).2. " Deactivated users" - for users who no longer are a part of the organization and whose accounts are terminated.This shall help us rule out ambiguity and would also give us the correct number of inactive user accounts.

Hi everyone,We use user ranks in order to clearly “mark” our employees within our online Community.This works just fine throughout the platform, but the ranks are not displayed within the whole Ideation section. Over there, in order to see the ranks, I would need to hover over a profile first. That’s not ideal as the user roles are not immediately visible.Is that expected behavior or is there something wrong with our setup? cc @Selina Cheers!

Hi There!I wanted to share any new updates or features that are coming up in GS with my teamfor our 2024 Roadmap, so I was hoping to get more info:)Thanks!

Is there a way to determine how many people subscribe to a particular forum. I have several folks that have seen the subscribe button and wondering how many people have taken advantage of it for a particular forum. Thanks

  Let’s get real for a moment….. We all know that your users won’t see value in your product if they aren’t using it.  We also know that even if they are using it, that sentiment is critical💕;  i.e. is adoption high because they have to use your product every day? Adoption without sentiment will ultimately cause Surprise Churn which no one can afford during these tough economic times. (Read more here on Durable Growth)  My favorite analogy for this is 🏋Buying a Gym Membership🏋:👎🏻 Buying the membership alone isn’t going to get you the results you want.  It doesn’t work that way (sadly!).  It’s the biggest reason why people cancel their memberships - they lose motivation as they aren’t seeing results but they probably aren’t seeing results because they aren’t using it! It’s a big Catch22. 🎯If you don’t know what your goals are, you’re going to feel aimless when you do go to the gym.  There’s a LOT of equipment (“features”) and it becomes a case of analysis paralysis. If your users

Hello, I want to create a variance report showing # of licenses / total active users with a delta column to show the variance. # of licenses comes from our Company Object and # of active users comes from our Users Object.  Thanks! 

Hello PXers!  You just designed a Queen engagement and can’t wait to go test it as user in a live session… But… it’s not showing and you’re worried "Another One Bites the Dust."  Don’t feel “under pressure”! We have some quick things you can check to figure out what’s going on -  -------Is PX configured properly on your end application? To ensure PX tracking the usage, showing up the engagements as well as KC Bot, we need to ensure PX is configured in the correct way, you can perform a simple test to validate the above just by using the developer tools on the browser by navigating to console → type aptrinsic.init and enterIf it returns true, yes, good to go, if you find there is any error message, it means it's not initialised properly.Is the user Identified?  In order to show the engagement on the end user application, the user should be identified, to confirm that you can simply open the developer tools on the browser and look for the application → Cookies → Select you end applicatio

Hi everyone!We are trying to increase our subscribers to our community forums, we have recently implemented a custom widget on the homepage where users can subscribe directly, and I was wondering if you have any creative tips to get users to subscribe more?  My other question is, how do you go about measuring the subscribers? We don’t have any benchmark yet (since starting from only a few people per forum) what’s a good target? How did you get about setting yours? Thanks!

Hi everyone. I’m trying to find the publish date for an event so I can run my analytics from that date in order to track any trends. This event was promoted on community in order to drive registrations. Can’t seem to find where this might be...🤷

Hi everyone!Hope you are having a good week.  I would like to get your insights/suggestion on a program created in JO, please. I would highly appreciate it! We used a CSV to upload contacts, the CSV contained duplicate email addresses but different Account Names, basically we need to send the emails to the duplicate contacts because of our strategy. However, due to how the program was built, some contacts failed because of the unique criteria. The program is already active and we did not notice it earlier but we need to add the duplicate participants in the journey.  Is there an option to update the filter criteria and include the duplicate contacts in the journey?Thanks everyone!

Hello - I’m having an issue with the snowflake connector. We set up a test for the snowflake integration, and it’s working as designed so far.  The issue I’m running into is that all numbers are coming in with a decimal point, and a zero at the end.  We’ve tried changing the data in Snowflake, but it doesn’t matter.  I don’t have the option to fix this this like I would have in a rules engine with an S3 file.  The only “transform” i can do is with case expressions.  Any ideas? Example: 1234567 is coming in as 1234567.0. We are loading into a string field as well, to prevent any commas in our numbers.

Hi all! I’m researching on community SLAs & moderation rules to consolidate our processes. Do you have any best practices that you follow? Thanks!

Hello Gainsight PX community! 👋 We have an exciting webinar coming up next week, as part of our On the Roadmap webinar series (discussing product strategies, key best practices, and insights from the product industry). Our next webinar is on Directing Traffic to Your Product: Achieving GTM Success with Product Marketing - a topic near and dear to my heart (and job at Gainsight 😉).  As a community of really amazing product folks, we wanted to hear from YOU what questions you have around the role product marketing plays in working with product around new releases (and in general), that we can address on our webinar.  A few starting questions we want to cover are:How do you measure the success of a feature release/launch, and whats needed to effectively support a new launch? When does (or should) product marketing get involved in the product development process? How does product marketing help drive release motions using PX? What other questions do you want answers to?Let us know in rep

Hi all,it is possible to add Primary roles in the user groups, or is this only possible for custom roles?Thanks & RegardsNina 

Is there a good way to get notifications that a participant failed to be brought into a program? We have a program set up with an Event for the data source that pulls in participants when they register for a paid webinar.We’ve had a few participants fail at different points (one due to a GS server backend issue, others due to bounces), and it becomes an issue when they don’t receive their registration confirmation or other event-related emails.Currently the only way we have of ensuring participants have been brought through successfully is to manually review the activity (generally weekly), but that’s not bulletproof, and it feels like there should be a better way to achieve this.