Discuss Gainsight Products

Has anyone cracked the code on layering moderation support from your CX team into your day-to-day community ops? I have been trying to sell this to my peers on the CX team for the past 6 months, and just can’t seem to overcome the objection around “minutes/hours off the queue could impact our SLA - we can’t risk it.”My team has all but conquered our product team during this same period - streamlining betas, product updates, discovery questions -- we even have product managers dropping into the comments on topics related to their product areas entirely unprompted. Has anyone out there fought this fight and won? Any data you can share on the impact of de-centralizing moderation? 

I use the REST endpoint /search to get a list of articles for certain keywords. There are a few categories that I don't want to search. In the endpoint I can only give a positive list of categories. To get my desired result, I first have to get a list of all categories, then filter out the unwanted ones and then specify the result as categories to be searched.This is cumbersome and not optimal for the runtime.I would like it if I could also specify a list of categories that are ignored for the search. It would also be good if I could specify the maximum number of results (I usually only need the TOP 3 or TOP 5 of the search results). And it would be optimal if I could specify in the request whether I want to have the text of the article in the result. For my usecase, I only need the category, subject and link to the article. The complete text only makes the result larger and slower. I would be happy if my suggestions were implemented.

Hello,I would like to create new users on our staging environment but I did not receive the e-mail to activate the accounts :Is there a limit on the number of users in the staging environment ?

Hey there! 😊 I wanted to start a conversation here to discuss with other community experts the use of post fields.  I checked this post but I'd love to hear from you if/how you use post fields. My idea would be using mainly for Feature requests but it's always good to hear other use cases and see what could apply for my scenario too! :) 

 inSided was founded in Amsterdam, the Netherlands, back in 2010. While our goal has stayed the same - to build better connections with your customers - everything from our product to our people have been on an incredible journey that has now spanned over a decade.Look at us - growing up and building our own homepage 😍After building out incredibly successful communities for companies in industries like banking and telecommunications, we decided the way to make the best community solution possible is to focus on our customers This iteration of our homepage from 2021 emphasized our focus on the B2B SaaS world - building the first community solution directly contributing to customer retention, advocacy, and growth. Making this decision helped us build a community for a company we’re now pretty familiar with - Gainsight.Robin Van Lieshoust, founder of inSided, and Nick Mehta, CEO of Gainsight, getting the world fired up for customer communities!Becoming a part of the Gainsight family has

Hello,When a tooltip is displayed on the screen, there’s a transition effect which is distracting. The highlight slides from one selection to the other. Is there a way to disable the transition effect?I see the Motion Effect > Disable Transition Effect option in the Editor tab for a dialog, but not for a tooltip. The check box is not selected in my engagement. Is there a way to disable the transition effect for tooltips?Thanks,Bharati

Please remove. This was meant to be a product idea.

Our product will have a different url for each customer. So, I need to setup the url to be dynamic. The product url needs to be something like this: “https://$px-auto-resolve.my.company/.” I see articles to use “$px-auto-resolve” for referencing links to dynamic urls, but not sure that is how to configure a product url.

In the SFDC version of Gainsight, there are a few lifecycle formula fields that come standard on the customer info object. One particular useful one is called Life cycle weeks per year. This does not exist in NXT:  Use case: This field takes a customer’s start date and calculates how many weeks today is from that date, but evaluates on a relative 52 week timeline vs absolute. For example: If the customer’s start date is 11/1/18 and today is 11/8/19, this field would return 1 week vs 53 weeks. This is extremely helpful for building automated lifecycle management programs, because you can add customers to programs based on lifecycle weeks vs anchoring on a renewal date or a calendar year.  With this field, you can build programs to send to customers every Q1 and Q3 based on their start date vs. a renewal date or calendar date. Without this field, you have to either work off renewal date (tricky because of annual contracts and multi-year contacts and because renewal dates can change based

Is anyone familiar with the Salesforce Platform Events framework? I requested new Apex triggers in SF from our Salesforce Developers and they pushed back and would like to switch to using Platform Events which I have very little understanding of but I assume Gainsight would still be able to interact with it the same way it would with an Apex trigger. If anyone has experience using Platform Events and knows it works fine or can point to some documentation would greatly appreciate it.  Thanks

Hello everyone, I am the PM for CSQL and we are currently discussing the initiatives we want to plan for CSQL for upcoming quarters.We have got 1 feedback multiple times from different CSMs which is: Sending CSQL to Salesforce as an opportunity.I need to know how many clients are interested in it.Can you please share if your client will be willing to try it out. Also the name of the client as well.  

When I try to edit existing Customer Goals I do not have an option to save and I receive an “error” message on the Company field. In order for me to make a change I have to delete and re-add a new goal. This seems like a bug with the Company field. Can this be fixed so existing goals can be edited?  

What’s the best way to integrate WordPress content into Insided Federated Search?

How can I control what appears in the global header? I want to rename items in the header and control where they link to? Also, how can I create a drop down of options in the global header. See attached screen shot. 

Hi,Is there a way we can create custom pages and link them with a custom role.So that when the custom role user logins they see the custom page for their role instead of the default landing or homepage?

I am trying to add a silent mp4 to an engagement. It’s a 1.14 MB video (without audio). I found that drag and drop was the only way I could add. Initially it looked fine, but later it shows a black box and I cannot play the video. I went through the help: https://support.gainsight.com/PX/Engagements/03Engagement_Types/Use_Videos_For_User_Onboarding. The last section about inserting mp4 mentions about adding a URL. Can I add mp4 to an engagement without uploading it to a URL?

I’d like to see the list of users in retention analysis cohorts when I’m analysing the impact of features. Currently there is no way for me to figure out which users belong to a particular cohort. Please let me know if there is any way to get this information. 

By default, in retention analysis, we can compare filtered data with non filtered data. Is there any way that I can compare data for two cohorts, so essentially two filtered datasets without having to create another report.It would help me in easily analyzing the retention curve of users who used a particular feature vs those who did not. 

Default Dashboard Permission:On creation of new Dashboards in Gainsight PX, the default visibility or permission setting is now changed to Private.If you would like to share the Dashboard with all members of your PX subscription, change the dashboard permission setting on creation from Private to Public. You can also share your dashboard will specific users of your PX subscription.Existing Dashboards visibility/permission settings stay as is. Dashboard Information:The Dashboard information visible on hover of info icon provides details of:Owner of the dashboard The (multiple) products in the dashboard, with the count of the widgets from each product in parentheses The environment Eg: Production, Staging, QA, Integration etc. Dashboard description   

Is it possible to view the time a user has spent on a particular page?

Hey all, I was wondering if there’s a way to put  a constraint on the number of options that can be selected in an engagement?Thanks!

Why is there not a PX track at Pulse? I think the PX representation is lacking at the conference, would be such a good opportunity to have a track, trainings, etc.

Pulse 2023 just got kicked off by Nick Mehta at the Moscone center stage… and a year and a half sinceinSided, the platform that powers this very GameChanger Community, and some of your Communities have just been renamed Gainsight Digital Hub.Just a rebranding at this point but we promise you, we have some real plans to live up to the promise of that name… including, maybe not to have to jump between two Communities.. we’ll see ? Read all about it on inSided’s… ermm, Gainsight DH’s CommunityinSided platform becomes Gainsight Digital Hub!    

Hi together,there is quite some material here in the community on how to start and spot users for a superuser program. Building upon this, I’d like to open the discussion on how to scale and grow the superuser programs with our communities. Do you have experience or good resources that you could share? A few of the questions that I am currently thinking about: What is a healthy size of a superuser program compared to the total size of the community? I would like to hit the sweet spot, that the superusers are feeling seen, have a personal network among each other, and we can still organize it easily. We currently have 1 Superuser per 1000 members and right now it feels good. They are quite fresh in the bigger program, so far the feedback is good. What about you?(Given the point we have enough good potential in the Community and would not have to miss on quality.)   Does anyone have a 2 tier superuser Program, or do you know someone else? What are your experiences? It is the first time t