Discuss Gainsight Products

We are trying to find a better way to differentiate between our products with product codes from SFDC. Is it possible to populate a custom attribute with multiple values? We have global context, but it does not define the multiple ways our products are broken down, i.e. standard, pilot, lite, etc.

Hi Folks,Is there a way to figure out who moved a thread to the archive or any category? I’m surprised I can’t find it as an admin. Is this a basic thing that’s missing or am I just not looking in the right spot? Can you give me a hand with this? I’m trying to organize the threads properly, but this problem is setting me back and defeating the whole purpose. Thanks!Roy

Hi everyone! Our community sends out a weekly email to all of our users highlighting what’s new in our community, important articles to read, etc. Currently we utilize images throughout our emails with a description of the content we are highlighting below with a hyperlink. I want to change up the format/way the emails look and am in search of inspiration. Can anyone show what their emails look like?

Hi,We have a guide engagement with an embedded Vimeo video object. How do I set this up so I can track any interactions with the object? The video is available via other routes so the Vimeo tracking numbers aren’t capturing views just from the PX engagement.ThanksMorag

Hi everyone, To access our courses, we’re currently driving people to a landing page on our website with a “Register now” button that takes the user to our Academy. We’re feeling like the landing page might be an unnecessary step in the user journey, with lots of potential for drop-off. Before we go deleting the landing page and directing people right to our academy homepage, we want to ensure a few things.Tracking from ads - is there a way to set up tracking on an academy homepage to measure engagement from ads, etc?  Customization of academy homepage - what are the CMS capabilities for the academy homepage? I’d love to hear/see how others are using landing pages vs academy homepages! Thanks so much,Olivia  

In reviewing the PX Analytics options available to me, I don’t see a way to track if a user clicks a link hosted within a KC Bot article. This seems like a gap and is likely something I am  missing. Does anyone have a workaround or guide for this? Thanks!

The knowledge center bot is always in the way, no matter where I try to move it when I am in Gainsight. I do not need it to always be present on the screen and sometimes it becomes extremely annoying when it blocks something I need to click on or see. Please give us an option to turn it off or keep it hidden across all pages within the platform. 

One if my customer (Blaire berry) from the company (Payscale) is looking to report on all the features of Journey Orchestrator email templates (body, links, buttons, attachments). Is this possible? Currently, we can only report on can build the report on the Journey Orchestrator's (Email template name, id, subject line, variant) from the objects named as (Email Logs, email raw events and AO emails)

We recently launched our own gated B2B customer community and are focused on increasing adoption and engagement. I’d love to hear what worked for you, whether it was internal alignment, launch campaigns, content strategy, gamification, or something else entirely.What tactics helped you gain traction ? Anything you’d do differently if you were launching again?

 We are looking at potentially  implementing GS Follow up AI for our  Client Success team but  have some product questions: I see there is a limitation of storing it for 15 months, does that mean it gets wiped from timeline activity history after 15 months as well? When will we be able to report on the "topics" from the conversation? I see that this is not reportable at this time but curious where this is on the roadmap? That could be a game changer when we are talking about churn risks , prioritizing accts etc Are the "topics" created per discussion or is there a "library" of topics that the tool looks at and applies based on the conversation?  We currently have an integration with Chorus which automatically sync the chorus ai summary to GS Timeline as a "meeting". If we decide to set up GS follow up AI with Chorus (which is already connected to our Microsoft workspace) what do we need to do to disconnect/reconfigure our existing set up?  Can we report on which tasks were au

Can you confirm that the definition of opened emails in the Journey Orchestrator analytics are those that are physically opened?I can view emails in the Outlook app without tapping on it and opening to a new tab.  Would this be classed as opened?

Hey,We have added a custom navigation bar through the HEADER of our community, but any dropdown items from that bar is hidden behind the community hero image…I've played with the z-index to have these items show above the image (image has a z-index of 1025), but nothing works… Am I missing something?

We know it’s impossible to catch every session at Pulse, and not everyone had the opportunity to make it down the Yellow Brick Road, so here’s a quick roundup of a few Education–focused talks you won’t want to miss:Engagement in Education: Your Definitive Guide for Raising the Bar Customer Education, Integrated: The Human + Hybrid Model That Scales 90% Self-Service Engagement: How Alliant Transformed Their Customer Experience👉 Explore the full Pulse library for more on AI, Customer Success, Community, and beyond hereWhether you watched online or attended Pulse in person, please share the strategies that inspired you and how you plan to apply them in your own workflows and programs 🪄  

Intermittently across 3 years, we’ve seen issues where our Salesforce community objects experience a bulk update impacting dozens of record, switching which contact it’s associated to. Sometimes it switches back. Often it does not and corrupts our reporting for these records.  we’ve been trying to troubleshoot each time it happens (every 6-8 weeks, but it hasn’t for about 6 months), investigating which systems might be making these changes.  the latest happened today shortly after 12 EDT. Login records show it’s the Insided integration logging in at that same time. It also synced some new users at that time.  To my knowledge, the integration is not supposed to be changing contacts on community objects and only creating the objects initially  matching at the outset writing activity databuy it seems like it’s doing something funky every now and then.I'm going to contact support, but I was wondering if anyone else has seen this issue before.   

Hey friends,I’m looking for advice, tips, best practices for launching gamification in an established community. We are primarily a support community with 60k members. And we’re looking to launch gamification (points, badges, ranks) in the hopes of driving engagement and P2P support.We’ve just about finalized our badge and rank structure and we feel good about that ✅ My question is about the launch and promotion of gamification. What have other people done when introducing this? Besides a community announcement and potential email campaign, do you recommend publicly advertising your ranks, badges, and point system?  I’ve read that you don’t really want to advertise specifics (e.g. this many replies will award you this rank), but I’m curious what (if anything) should be public about your ranks and badges. Any thoughts?

Hi Team, A suggestion from a customer is to include the locking ability for the filters used in the GS Home. Currently we are using the GS Home, and allowing the CSMs to customize the filters based on their preferences. Is it possible to do so? Otherwise, customer says this will cause a compliance issue within their organization. Thanks,Kiran DL1 Support

We have search enabled within CE but are getting feedback about poor results.We received some feedback from end users"The Search filter in Lexia Academy is very sensitive... for example: when searching "powerup student experience" it did not return the result "PowerUp Student Program Experience.""As you see below the returned result is NOT the desired content and I have no idea why it is found at all. 

Hey I was playing around with the card styling settings and I saw that it would also style the ideation list overview present on page /ideas. Compared to actual cards, it looks weird which makes me wonder if it is not a bug?ACTUAL CARDIDEA LIST Also in the documentation about card styling I don't see any mentions of it affecting this ideas list:  

Hi Gainsight Community! Looking for guidance on using HTML in the code editor for community posts. I’m experimenting with what is possible and have run into a what seems like a few limitations - is there documentation on what is actually supported here? 

I havent seen this image before. Problem is that it doesn´t follow our brand guidelines.How to change it? 

Loving the new Gen AI Smart Assistant. Have noticed one thing:When searching ‘Transaction Number’ (but I assume any search) - it links out, but only shows:https://example.com/community-articleThought I’d flag so it can be fixed.

We’re developing a new AI-powered search and chatbot tool, Autopilot, and we’re looking for customers to join us in a pilot program. If you’re interested in testing cutting-edge technology and influencing its development, we’d love to hear from you.What we’re buildingAutopilot will serve as an AI-powered CSM that provides comprehensive support by connecting to all available knowledge sources within your organization. This includes community interactions, knowledge bases, and other internal systems, ensuring that your customers receive accurate and timely answers. Our vision is to make the community and chatbot the central hub where your customers can go for everything related to support and customer success.Preview in actionTo give you an idea of what Autopilot will be capable of, we’re designing a user interface that will integrate seamlessly into your community, product, and support channels, offering AI-generated answers and suggestions that can adapt to the needs of your customers.

Hi everyone,We’re looking into creating a “News & Updates” section on our Community and we thought it would be great if we could default the view a customer sees as “Recently created”. We would essentially like the news to be sorted by newest by default rather than whatever had a comment added to it.Is this possible in any way?