Discuss Gainsight Products

It’s not currently possible to move a post that has been created in a category into a group via control. Could we please have the capability to move a post that has been created in a category to a group? 

It would be wonderful to have the below information in a report :-How many unique users has viewed each dashboard in the last rolling 12 months. (monthly over month)-How many views each dashboard has in the last rolling 12 months. (monthly over month)-Clicks into each dashboard-Duration on each dashboard-Ranking of most viewed dashboard to less viewed dashboards.

I have added an engagement which triggers on a button click event but the engagement is being triggered only once for a user. I want to trigger the engagement every time the button click event occurs. The event is a custom event of active type with a ‘clicked’ boolean property inside it. Also in the engagement schedule I have set it to ‘every time’ still I the engagement is not triggered every time. Can someone help?

I have successfully uploaded Success Plans using the Rules Engine to three of our service segments, but try as I might I continue to receive an error when attempting to upload the Success Plan to the fourth. This is the error I receive “UTC - System.LimitException: Apex CPU time limit exceeded”.  I opened a Support ticket on this issue on Saturday, I received notification on Monday that it has been escalated to L2 and am still waiting on a response.  Can anyone provide guidance on how to resolve this issue on my own? What is the normal TAT for support tickets? (IE is this 5 day wait time and counting normal?) Note: We use CS | SFDC.  Thanks for any assistance you can provide!

Hi All - Can someone direct me to documentation on this, if it exists? We’re looking to surface results from our public docs site within community search results. Is this something that can be done via API?Thanks!

Hi Team, We could see the field in the Company Object  via CloudApp but could not find it in the Survey question logic  We are able to replicate the issue in our Local Tenant and seems like a limitation. Regards,Vijayasailesh

We won’t be using the CSQL feature, yet we have pre-built assets in the platform that are just a nuisancethe CSQL - Customer Success Qualified Leads dashboard and all pre-built reports that go with it GS Lead and GS Lead Status objects Revenue Optimization section of AdminWould be great if all that mess could be removed or at least hidden if you’re not using the feature.   

Hi! I would like to receive a notification when an idea is upvoted, is this possible? We are tracking our votes in Productboard and I would like to add any upvotes to the idea within Productboard. Thank you!

While reviewing the “Day in the Life: How a CSM Uses Gainsight” course, I received a completion survey after a few seconds. I have not completed the course or any course yet in the end user training. I’m not sure how to report bugs, or if it even is one. If there is a better method to report this type of occurrence I’d be happy to learn. Else, see screenshot below.  

Hi there! I’m new to inSided, so still getting used to the platform. Sorry if this is an easy fix. In one of our groups, we want to stick/pin a few posts to the top. But, some pinned posts are more important than others, so we want these to appear at the very top. However, I think because these posts were created at an earlier date than the others, it automatically gets put to the bottom of the pinned posts. Is that correct? If so, how can I fix this? Would I have to create new topics? Thanks! Lewys

Hi all!  So we have recently Community Champions Program. This is a program that asks specific users/partners to take a special role in the Community. They contribute a specific amount of replies and content to the Community as well as offer feedback or participate in another role of our Customer Education org at large.  We have a specific article announcing our Champions program, a specific page consolidating all of our Champions and their bios and have bi-weekly articles we post in our Community written by our Champions.  Wondering if there is any other way we can promote our Champions and give them more love/visibility?  Thanks all! 

Hi Team, We have noticed that account scorecard history is bringing “Active” company data from the “company” object.  Let’s say if the “ABC account” was active in Previous month & got “churned” in the current month. We are not seeing the account histrory for that account in the “scorecard history” report. This is happening because company lookup only shows currently “active” customers.  Please let us know if can change changing the Account Scorecard History Object to not track the scores for Churned clients? (or) is there any alternative? I am not sure how this is done if its an admin setting, a rule, or something else.

Is anyone successfully using Qualtrics surveys in their community to collect feedback from community members? Qualtrics is the survey tool my company uses and I’m exploring how to incorporate some sort of NPS/CSAT survey into the site that would automatically pop-up for every Nth user. I’ve seen discussions about exit surveys in the community but haven’t found any mention of Qualtrics. Thanks in advance!

Hi everyone!I have an issue with one program. The conditional waiter when someone clicks a link isn’t working. The issue has been escalated to Gainsight Support but I need a workaround to make a program work. Basically I would need a workaround that allows the recipient to click on the link to continue on the journey, the conditional was set up was “Link Clicked for Send Email 1A”. Since this is bug, do you know about any other workaround? Appreciate your help! Thank you!

Is there any way to see the history of a Call to Action? I'd like to see a timeline of when the call to action was opened, any change in assignments, when comments were added (and by who), when the status was changed (and by who)?

My company has been tracking accounts at risks using 4 separate picklist fields at the Company level:  Primary Risk Theme, Primary Risk Sub-reason, Secondary Risk Theme, Secondary Risk Sub-reason.I am moving them over to the CTA framework to allow more flexibility long term, but they still desire this concept of Primary and Secondary themes.For this, I am using Reporting Category.  When they select a Reason, the Reporting Category automatically gets set to one of the 6 core themes.To distinguish between Primary vs. Secondary, I am instructing them to leverage the Priority (High = Primary, Medium = Secondary)Trying to figure out how to build a report that will show the number of companies where themes (Reporting Categories) overlap as either Primary or Secondary, to try and identify correlations.Previously we had a report like this, when using the separate picklist fields for Primary and Secondary:

I’m trying to create a two step guide that works as follows: Step 1: Guide asks if user would like to download an asset to help them during their implementation. Upon clicking a “download now” button I would like the asset to be downloaded AND for the guide to progress to the next stepStep 2: Thank you for downloading message I would like to create it as two steps to be able to trigger guides the next week that target only users who have downloaded the asset. This can be achieved by targeting only users who have completed the guide. So far I’m able to acheive either downloading the asset OR progressing to the next step, but not both.  Any idea?

I’ve added a couple of columns to the Snowflake table to which I’m connected from Gainsight.  However, the fields that I’ve added are not showing up in the connector when I edit the connection in Gainsight.  Is there something we need to do to surface those fields? dave

Hi everyone!I have an issue with two programs. The conditional waiters when someone clicks a link isn’t working. According to the flow, if I click the link, a CTA is supposed to be created, if the link isn’t clicked, I should receive Email 2. I sent me a test, I open and click the link and I get the Email 2, which means the click link wasn’t read.  Do you know why this is happening? Thank you!

Hi, we would like to be automatically notified of new users registering to our community. Of course we can check the list regularly by hand, but it would be helpful to, for example, have an email being automatically sent to a responsible person when a new user registers. Is this possible and if so, how? I have searched for an answer, but have not been able to find one (but maybe I haven't looked in the right places :-)).

About the AuthorsDarshana Shah, VMware @darshana.shah - As a Customer Success Ops Leader and Level 3 Certified Admin, I help guide and improve our system to successfully produce powerful data analytics to drive action toward CS goals. Over the last 3 years I have spent much of my time, outside of my day to day, participating in Gainsight’s CS Ops Product Council, engaging with the Gainsight product team, and actively engaging other admins through our Slack channel. I have learned so much and been able to help new Gainsight admins on their journey.Sarah Miracle, Newsela @sarahmiracle  - As Gainsight Adoption Manager, my primary responsibilities are to ensure our business is using Gainsight to its maximum potential and that syst

Once after exporting the report from the report builder, we cannot filter down records on date fields. The date field is exporting as general format rather than date format.

Hey , I want to create a custom dependent dropdown named Subtype and this should be dependent on CTA type.  I created the categories and also tried to create dropdown custom field for CTA type but unfortunately i am unable to make CTA type as controlling and sub type as dependent ? is this possible. Need some help pelase

I was following another feed with my question, but it is marked as solved, but it does not address my question. I am looking on how to report on just customers that are being +Followed.  We already define customers by user, but we we also want the user to be able to +Follow their customers that they consider are priority.  I just can’t find a way to report on the +Follow button.  Thanks

How can I remove the number from Tiered Engagement Type. Ex, 0-Outreach and also, how do I change the default Tiered Engagement type for new customers to 'Evaluate' instead of 'Outreach'?