Discuss Gainsight Products

I am configuring our Community Platform and I’ve seen two different examples of how community managers organize Getting Started with the Community Content. One example is to have a Welcome to the Community Category and the other is to use the Knowledge base for that content. Is there a best practice or recommendation for this? I like the visual layout of Content in the knowledge base, but I didn’t know if that was an unusual approach. Thanks for your help.

I was today years old when I found out (by accident) that you can filter out Topics and Replies in the graph below.Standard View Now if you only want to look at topics (blue), the replies can be quite distracting.You can actually hide those! Just click on “Replies” and they will be hidden. 👇 Of course this also works the other way round 👇I honestly did no ​​​​​t know this, as the “Topics” and “Replies” box did not look clickable at first glance. What are some other useful little things that you discovered way later than you should have? Would love to hear from other members. Feel free to share below 🤗

Mapping out a Digital Customer Success journey can sometimes feel like a maze.Fear not, we have your back! Our content teams' latest blog gives you the rundown on:- Segmenting accounts- Enhancing the journey from admin support, post-launch, and beyond 🚀- How to tie it all together with community 👏 

Hi, I am in need of assistance in modifying an upsert rule and hopeful a community member can assist. We have a few instances where an SFDC account is a sell-through partner. The opportunities associated with these partner accounts are end customers. In these instances, our CSM needs to be assigned to the end customer, not the partner. I would like to modify our upsert rule from SFDC to Gainsight to treat the opportunity associated with these partner accounts  as a Company in Gainsight. I’d greatly appreciate ideas on the necessary rule syntax or other data modeling strategies to allow this.And hopefully this is clear - please advise if not and I can hopefully clarify further! Thanks, Shon 

This is the number on my KPI Dashboard of accounts that meet the filtered criteria….  However, when I run that report….  I get a different number…. I also get a different # in SFDC, even though that is where we are pulling the data…  Why would this happen and how can I troubleshoot?Thanks!

We have been attempting to paste images into CTAs to fit various use cases in our organization, but frequently users cannot paste screenshots & run into this error: I save the screenshot to my desktop and then when I cut and paste the jpeg into the field, I receive an icon of a beach scene with a lens. When we contacted Gainsight Support regarding this, we were informed:Currently, we are not supporting the images uploaded locally but we can have the images from the public domain (google., wikipedia..). I have verified the behaviour in my local as well. To achieve the use case we can upload the required image files to some domain and then access the image from there to use it in success plan.Below are the reasons due to which we are not supporting the ability to add images in success plan:1. Success plan objective/use case is to store and present the details of plan of action which will be mostly text.2. The ability to add images will impact the performance of success plan loading a

How do I remove Digital Segments from our KPI dashboard? :) 

As admin, how do I export a list of users that are subscribed to a community?  I would like to see the list of users subscribed to a community.  I do not have sales force.

Is there a way to @mention a user in a Success Plan comments section? Our managers use the comments section to recommend changes to current Success Plans, but they are not able to @ mention the SP owner, so the CSMs don’t get any notifications when a new comment is added. 

I have created a report that shows me the number of events per customer in a gauge (1 gauge for each customer).  It is exactly what I want, but I can only see six on the dashboard.  Is it possible to have more than 6 gauges appear (I have tried making the widget huge, still only 6 show up)

Hi There!We want our client meetings scheduled via Outlook to post to timeline as a client activity, including the subject line, attendees, and any attachments or agenda set in the body of the email would be preferred.Is this possible?Thanks! 

We are using the color scheme for our scorecard.  In the Mass Edit Report, is there a way we can configure the layout so that the label can be identified by folks that are color blind?  Ideally it would be great if we can add the label inside the circle while still showing the trending arrows.  Thanks!Andor

We want to include partially saved reponses in our NPS dashboard, right now this is not possible because the only object (survey user answer) has them stored as a txt field so there’s no way to use that field in data designer to calculate True NPS. I have read other comments and it seems like there are multiple customers who also would like to have the ability to see partially saved responses. I think it would be better for the customer to be able to choose if they want them included than to deny the option by default. here’s another thread where users are asking for this to be added - 

Why would a CTA be sent to a CSM that is NOT on the account?Please help!!!SFDC & GS both show the correct CSMs yet one of my CSMs received a CTA from an account that was not his.How can I troubleshoot this?

UPDATE 6/9/22 3:15CT A brief update to this thread as the investigation and resolution planning continues. Root Cause Analysis: Product, Engineering, Support and CS Operations leadership are leading this effort with syncs multiple times in every 24 hour period.   Impacted Users: We are finalizing a way to request and access the list of impacted users for your organization.   Communication To Date   6/7 11pm PT: Issue is identified and email queues were shut off to stop any more errant emails 6/8 5am PT:  Notification posted in Global Gainsight Admins slack and Community 6/8 12pm PT: Email Notification emailed to all users who were sent the errant email 6/8 5pm PT: RCA Status Update email sent to all users who were sent the errant email 6/9 1pm PT: This Status Update to Community Page Secondary Issue with Email Notification on 6/8 12pm PT Unfortunately, due to a mistake in our process (that has now been fixed), the email introduced more confusion with diff

Is there a way to set a specific relationship as default for CSMs when writing emails to timeline and using bcc feature?

Hi Community! We are looking at inviting some of our Partners to be apart of the conversation in our Community.While we have different types of partners (some resellers, some DEV/SI focused etc), we have many products that integrate with ours and have heard multiple pain points, including communication timelines because it has to go through a middle man (us) and back and forth to the customer and not being able to speak to a specific integration without having more knowledge.We definitely would want to start out with a beta program where the selected Partners would only have access to specific areas with custom user roles.I am looking for anyone willing to share about how they integrated Partners into their Community? Any success stories? Or trial and error?Any insights are appreciated!

Is there currently a way to log CTAs that are “general” and not related to an account? With Gainsight as my bible, I like to include all of my action items in the cockpit, if possible, but at this time, I am logging CTAs attached to accounts when they aren’t. For example, complete internal training, provide feedback internally, etc. 

Are there any currently known issues with RTRs doing things like the following:triggering errantly (and failing) when a field that isn’t even part of the rule criteria is modified? triggering more than once for the same action? claiming success but the action wasn’t actually performed?I’m seeing some really weird activity.Yesterday I had two executions fail on two different Load to Salesforce RTRs for the same Account.  The Log showed error “Exception during event rule execution… Failed to Query data from Query API” The Event Data showed “affectedFields[0]  OM_Assignment_Approved__gc” which is very odd because that field is not one of the trigger fields, it’s not included in any of the filters, nor is it part of any Actions. Yesterday I had a Load to Salesforce RTR fire within milliseconds of each other for the same Account.  Both were successful.  The EVent Data for BOTH were identical. Same affected field (Campaign_Live_Date__gc).  newItem_Campaign_Live_Date__gc was set to 2022-10-25

Hi Team,  I hope you are doing good. We are unable to attach the files  which are of "mpp" extension. Kindly provide the capability of adding  “mpp” files in the timeline activity. RegardsRaju

How would a CTA get sent to a non-user?I need to figure out why this is happening to some of our accounts…  Please let me know how to troubleshoot.Thanks!

Hi,I need to add a parameter like 'Account+Id' in order to construct a URL that is added in a section on a layout. However, the system is not allowing me to save and throwing the error 'Enter proper parameter name!'

How I can get QBR events to show up customer journey widget under default summary page? Created rule and pulled in fields in rules engine, it ran successful but customer journey widget is still blank. HELP!

We define a “role” for “Company/Relationship Person” and the value for this role is managed by a pick list. I can generate a report from Company/Relationship Person and include this field in a report.The problem I’m trying to solve is when I add these fields in “Show Me”:Company Name Role1 Role2It results in a report that has multiple lines per Company (one for each Person with that role). What I want is one line per company with totals for each role.How could I accomplish this? 

What does this Referenceable Box mean in SFDC in regards to GS?  Anything?I wasn’t sure if this box needed to be checked in order for contacts to be referenceable in GS.