Discuss Gainsight Products

From reading previous posts on best practices for CSMs escalating issues to the admin first, I am wondering if there is an opportunity for the Super Admin to grant support access on the CSMs behalf? The reason why I am asking is because our CSMs are focused on clients and sometimes don’t have time to spend 30 seconds to grant access when the Admin is talking to Gainsight Support. Maybe there could be a field that the Super Admins can type the reason why we’re granting access on behalf of a CSM? This way, it doesn’t delay the troubleshooting process.   

Hi @svictor & @lila_meyerHope you are doing well. Do we have any certification available for PX? Thanks 

Is there a way to remove the overlays that show on a Loom video embed Loom provides 4 querystring parameters to disable the overlays: hide_owner=true hide_share=true hide_title=true hideEmbedTopBar=trueI can set those querystrings, but the overlays still show on the video. Is there a workaround to just show the plain video? Thanks

Hi there! We’re wrapping up implementation with InSided, and as our Community Team is quite new and very learn, we’re thinking about how we can leverage our cross-functional partners (i.e. Product, Customer Success, etc.). Curious if anyone wants to share: Which other teams/roles are involved in your community in some way (i.e. Customer Success Managers, Product Managers, etc.) How those folks engage with your community/community members 

 My CSMs would like to associate a Timeline Activity created in a customer’s C360 with a CTA that was created in the customer’s R360. Since the Associated Records search won’t find the CTA created in R360, I suggested that for future CTAs, that they initially create them in C360 and not in R360 if they want to associate a Timeline Activity created in C360.

Hello -We are experiencing issues when viewing the Error Log from the Connector jobs. We’re seeing that the file would contain header labels that are shown with System Internal Names rather than logical field labels that we explicitly define in Data Management. This creates extra steps for the end user when attempting to do any type of troubleshooting as the Internal Names are not helpful if a sync failed. Instead of field labels, it contains a code with prefix 'gsd'. There is not a way for us to make any sense of this log to troubleshoot. User would have to navigate away to Data Management and then look for the Internal Name id to match it and then find the corresponding Field label - this is poor user experience.Any idea why the headers don't reflect naming similar to Field Names? It's not good user experience to keep having to reference Data Management to find and match names with the ids.   

I can drill down to Content Overview from Published In > Groups (your group) but when I want to pull a report of the same, Does Content Export exclude content from Groups?I was hoping to be able to filter it to specific Groups (Ok to be termed as Categories for now)? 

Hey everyone!One of our CSM's came to us with the question whether it is possible to transfer a status from an email to the timeline.  Our CSM's distribute a Customer Health Status to customers, which can be green, yellow or red. Is it possible that the CSM's write something like "@status green" in the email and Gainsight automatically detects this status ? 

Hello,What do you do to the user generated topics and posts that link to a site page that no longer exists and therefore receive a 404 error?Do you edit the post and change the link or just archive the post? 

Is it possible to set up link redirects? If you archive content, and a user clicks and old link to that content, can you make it so that they end up on a new page of your choice (either on inSided or not on inSided)

The PX Release Notes May 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.  As part of this release, we have updated multiple documents. A few important articles are listed below. List of Articles Analytics  Accounts and Audience Explorer Query Builder Funnels Dashboards Configure PX Dashboards Engagements Use Multi Question Survey Overview of Survey Engagements Anatomy of engagements Audience Selection (Engagements) Knowledge Center Bot Knowledge Center Bot Mobile Gainsight PX Hybrid Mobile SDK Product Mapper Instrument Your Product Using Product Mapper   ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka 

I am still in limited availability with my community but I have had two employees indicate the robots.txt endpoint pops up at weird times. once when clicking the account verification email  when reseting a passwordAnyone understand why this would happen?  

We’ve recently noticed that after implementing the COmmunity Manager Custom user title, that the Rank is not actually overwritten in some places, namely the homepage feed, while it does show correctly on the hover over user pop-up.Any suggestions on this? Anyone else encounter the issue?

Hello,I have a question about the JO program and if there are plans to enhance the conditional wait to allow us to select multiple dates for the reminder email? Currently, under the conditional wait, we only have the option to select how many days before we send the reminder email and how often to repeat it. This is challenging when our survey is only out for 2 weeks and this limits when we can send it out. Ideally, it would be nice to be able to see the exact date when the reminder emails will be going out and the flexibility to pick and choose the date we want the reminder emails to go out. Thanks!  

I have a customer who would like to be able to automatically assign Objectives within a Success Plan based on (in this instance) people who are listed as on-boarding contacts in the Plan Info section. The end goal would that instead of every objective being assigned to the plan owner, there could be objectives that would be set to “solutions architect”  or “solutions consultant” and the names would be populated based on those fields from Plan Info.   

Hey Community! I’m wondering if it is possible to integrate Insided and LinkedIn. the idea: every time a user gets a badge, they will have an option of post it on Linkedin and tell all their network. Ideas? Thoughts? 

Our Community is publicly accessible, but our users must be registered and approved in order to access certain parts of the system such as Product Updates. I have to manually approve each user and assign them a custom role. As with any manual process, there is a delay between when a user registers and when i grant them access. There is a banner that displays to the user letting them know they have to activate their account through a link in their email. This is very helpful.When they select the link in the email to activate their account, the Community opens with a red banner that says that their account needs moderator approval. I like this banner but would love to know the hidden phrase so that I can update the terminology so that users understand that it might take a day to get full access. Another issue is this banner appears only once, briefly. The banner doesn’t stay visible to the user until the record is approved.TLDR;How can I change the phrase for the activate and moderator a

How do you calculate the following metrics, given that the Analytics sections doesn’t seem to be able to (correct me if I’m wrong please): The number of new, unique, visitors that make their first contribution. The number of contributors still active after six months. The number of visits per active member. Average time spent per active member. Average number of pages per visit per active member. Test your analytical know how! 

Hey fellow CS Ops experts, We use Gainsight NXT Version and I would like to integrate with Zendesk in a way that as soon as I create a company inside Gainsight, An organization is also created in Zendesk. Is this possible somehow?

we have a group of users that would definitely be more productive if they could default the activity window to be maximized when clicking “Add Activity”Is this option available somewhere that I can’t see? or should it be a feature request? FWIW: I personally like the default ‘docked’ window for a new activity - since I will often minimize it to find data that I need. I still want that to be the default, but allowing these users to change a setting just for themselves would be awesome.

Hi  I am carrying out a review on the dashboards within our Gainsight instance. I would like to see how many times a dashboard has been viewed over a specific time frame and by who. Does anyone know if this can be done? Thanks  Owen

When using the new enhanced user profile, the environment filter for activities uses the default gainsight environment names instead of the environment names assigned within the Administration > Products section. Have already submitted a support ticket but unsure how quickly that reaches devs or if there’s a triage process where the support center must first contact the customer to make sure it isn’t user error.Mainly posting here as well for visibility. If I get updates on the support ticket before this post then I’ll update accordingly.If you know the key for the environment you want to filter for then refer to the table below for the default gainsight environment name (although for our use case it’d be nice if you could select all environments. Might check if someone has put in a feature request for that yet)tag key Environment Name *** Production ***-2 Stage ***-3 QA ***-4 Integration

We wanted to use a coloured or dark background colour for our Surveys to help them stand out against white backgrounds in our UI. If we select the Contact Me option from Settings, we can’t change the colour of the text therefore it can’t be seen.We reviewed all the settings and the CSS but have been unable to edit the colour of the text. Is there a way to do this? It would also be useful to be able to amend the text. Depending on the survey type, the wording for this option doesn’t always meet with requirements our Data Protection and Compliance department advise we must display. It’d be great if both these suggestions could be considered as enhancements for all survey types.

I’m trying to find find percent 'responded' to by peer? (not ‘answered’)The dashboard in Analytics seems to only measure topics that have a ‘best’ answer marked - and I want to know what percentage of our topics are responded to by other members even if not marked ‘best’ (we strive to not use internal staff to answer - so this is an important metric for us)We have a customer engagement community and most of topics are conversations and don’t necessarily  have “best answers.”Thanks! @Anika Zubair