Discuss Gainsight Products

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?

Like it is possible to translate the main landing page is it possible to do it for custom pages?I tried and it ends up replacing the default language ...

I have searched through the community but haven’t found an answer to this. We have quite a few badges and it would be painful to add them all individually so was wondering if there’s a way to do a bulk import? Thank you in advance for any help and tips!

Curious on how others are leveraging Staircase data in Gainsight aside from the Staircase Health Score.  Are you adding AI Summaries to Cheat Sheet?  Using Insights or Events to trigger CTAs or automated emails to customers?  How are you documenting follow up on things that Staircase flags for a customer?

I am struggling a bit with getting Zapier to send over the correct data and I am probably missing something simple.I am setting up a federated search for our help site with Zapier and when it completes content in the community displays the variable code and I am not sure what to correct. Here is the API call The data In looks correctBut when you go to the community it shows up like…Any guidance would be appreciated.

Under Position in Engagements, surveys, bot, in the Editor there is custom z-index available. what is this for and what value should be added here?

Hey,I just realized that users can't change themselves the email address linked to their account. The only way is via an admin.Do you have any tips on facilitating this? How would you setup a way for users to easily request to change their email address?For example: on the Gainsight community here, how would I go about this myself? (I see we have a field on our profile “Secondary Email”, is it for this purpose?) It often happens in our community that users want to switch from using their company email to private. How should we go about this?

When Company Intelligence finds multiple mappings, admins need to go and select the correct website to map to the company.  However, doing so is a pain for admins at the moment from within the overlay menu.You are not able to resize the columns, which makes it difficult to see the full name of the company, or the full website URL. Yes, you can hover over the suggested website URL and sometimes it will provide the help text bubble with the full website. But not always. As you can see, when customers like us have thousands of mappings to complete, this becomes a very difficult and time consuming task to complete. Please make these columns adjustable in size! Also, are there any advances in AI that could help speed up this process for admins?

Like Quora sends you daily/weekly digested insights can we enable something like that to all community users out of the box? 

Has anyone had experience managing a community where customers are on different license tiers for the product, and therefore have access to different features in the product? The goal is to minimize confusion among customers in the community forums, who are spread across multiple different license levels, and with different features available to each customer segment.  Any insights on this are welcome. Thanks

Has anyone had success creating a personalized community experience? Examples would be suggesting topics, events, articles based on the members profile, recommending others to follow/connect with, etc. This seems like an area where AI could help alot. Thanks

Hey All! I’m in the process of shifting a 13-year-old community (150,000 members) from Khoros into Gainsight. Part of the move is bringing our 7-year-old Customer Advocacy program under the same roof. I personally believe both programs are stronger when they’re together. I’d love to connect with others who have this same setup within Gainsight to chat about what works, areas of opportunity, etc.  If you’re one of these customers, let me know! I’m excited to see the Community community moving in the direction of bringing both together, but it takes sharing brainpower to move the needle on a bigger scale. Let me know if you’d like to chat about it! 😀 

Is there a native way to see inbound referral traffic (ex. which domains are sending traffic over)? Or does that have to be done via a third-party, like Google Analytics? I ask because our previous vendor had this and was curious if GS did as well. We’re trying to shape acquisition and discovery strategies and this would be an incredibly helpful input. 

We tried switching to the Poppins font, also changing the CSS and everything, but it’s not working, What can be done?