Discuss Gainsight Products

We’re using engagements to help educate users who have had some experience with a particular module but have some questions about the targeting criteria. Here is the setup:     My questions is: What determines "Number of Times Used"? Is it: Number of pageviews associated with that module? In that case would simply refreshing 5 times trigger this engagement? Is it number of sessions? So the user would need to access the module in 5 different sessions to trigger? In the above case does any event within the module trigger it? If that module has click features within it, would that mean 5 clicks on anything in the module would trigger it? Thanks!

Hi all,  since 1-2 hours the general searchbar in the German Deezer Community only shows the most recent topics (not 5 like usual). The worst is that the entire search result is empty, too. The topics are definitely tagged with these words or even have them in the title, i.e. “Fitbit” or “Deezer Student”. Could you please fix this as soon as possible?  Users cannot find anything. HELP Please. Thank you

At inSided, we’re always looking for opportunities to improve the UX of our product. Alongside bigger projects, we’re looking at making some design changes to improve the look and feel of Control. We’d like your opinions and feedback on the designs, and to hear any suggestions you have for us going forwards that you feel would contribute to an improved navigation user experience in Control. Our main goals with this design update: Maximise the space available in Control to help you focus on your work ✅ Make the interface of Control match the inSided brand more closely 🎨 (we’re sure you can all empathise with this one, given how important we all know it is to make your community match your company branding). Make Control a more beautiful place to spend time in 🏞 Some highlights to watch out for in the designs: An optionally collapsible secondary menu, to give you more room to focus on your current task. Icons are shown in menu by default. It’s also easy to learn for beginners - sim

Hi!   I couldn’t find this in any documentation but I was wondering if GS uses a 3rd party company to actually send emails set up in Journey Orchestrator? Is it the same IP as other programs installed on our Salesforce instance?    I’m asking because our marketing team took over some of of our Onboarding emails we had been utilizing Programs for and moved them to Marketo. Looks like there are bad IP issues from sends via Marketo and I’m trying to confirm whether an IP issue would affect GS email automation as that would be a point in favor of moving it back. Thanks!

Hello -    I am trying to figure out the best way to report on a trending healthscore (overall) report at the relationship level. I am using the Relationship Scorecard history, and grabbing the overall score field. Though it seems that when I use this, the results do not show in Green, Yellow or Red visualization and when I look at examples to test the data it doesn’t appear correct. This report will show an account being in the red, but if I look at their score on that date on the R360 it is yellow.    Any clarification on the fields or a better object to use for trending data is helpful. Thanks!    

As a Gainsight Administrator, when I configure reporting on my “Call To Action” object and set a Filter for “Type” to “Exclude” a value it will prompt me for “ [object Object] “ and will subsequently fail to save with an “impossible criteria” condition. Workaround :​​​​​​ Save your filter on the TYPE field with the “includes” criteria FIRST and then modify it to “EXCLUDES” in order for this to work.    Has anyone else experienced this?   

Hello everyone,   We are excited to announce that the PX January Release Notes are now live. We have got some exciting features like Environment settings, Java SDK, PX Adobe Launch Extension, and a few more.   Click here for the January 2020 Release Notes.     Regards Prashant  

We really appreciate all of the product inputs that our customers take time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions in v6.10 release! Here's the complete list of implemented posts. Thanks!

There does not seem to be a way for Gainsight dashboard views (or reports) to handle multiple currencies. For example, we have an ASF field that is displayed. In Salesforce, that field can be $, pounds, or Euros. Gainsight only allows one currency symbol, so 100 Euros shows as $100. We are working around this using a converted $ field, but it seems that Gainsight should display the appropriate currency symbol from Salesforce.

In your release notes, it says that you can sync Timeline Activities to SF Tasks. Can I get more details on how they can be synced?

Hi all,    I was hoping to get some ideas / learn some best practices from this community.    Our MAU / engagement is highly driven by UCG, mainly in the form of posts. You can think about it as any social media posts that are then read by the other users in the platform.    My question is: How often do you ‘nudge’ users who haven’t posted yet? What kind of engagement have you used / worked best for you? did you share success story? did you try to share information about the individual benefits of posting?    I would appreciate any kind of information / feedback you have.    Thanks!  

Hi all, I am currently working on a way to report on customers that have success plans and those who do not. Given the current configuration, I have all of our Success Plan data within a data space.  Use Case: Attempting to develop a report for management for customers with a CSM Meter score <= 50 and do not have a success plan type = Go to Green plan. Currently, I am only able to report on customers with a CSM Meter <= 50 that do not have a go to green but it only populates customers that have another type of success plan. It does not have the ability to display other Active customers with a CSM Meter score <= 50 that do not have a success plan at all. Does anyone have any thoughts or suggestions on a solution here? I am thinking of utilizing bionic rules but figured I would check in to see if anyone else has accomplished something similar or has any other ideas. Thanks! Joe

Hey PX Community!    The Gainsight PX team is planning on producing short, bite-sized videos to help you, our customers, be more equipped and get answers more quickly!    Think back to when you first started using PX and even now...What sorts of mini-videos would have been most helpful for you if we had them? What area of PX could use a bit more explanation?   Here are some examples to kick if off: Explanation on what is “Qualification Scope” in Engagements How to instrument your product using the Product Mapper How to create in-app guides or walkthroughs Setting up the Knowledge Center Bot The examples are endless! However, we’d LOVE to hear from you.    What areas of PX would be most helpful and clarified if we had a mini-video?     

Hi all,   In the last iteration of our NPS Survey we moved from a dialog to a banner. Since then we’ve noticed more “0” scores and, upon follow up by CSMs, it seems they’re often “false” scores in that the user isn’t particularly unhappy, they are just trying to dismiss the survey from their screen. Those “0” scores then screw up our metrics.   The dialog has the close (“x”) icon in the top-right, which is where users would expect a dialog close button to be. The banner also has the close icon in the top right, but because the banner occupies the full width of the window, the close icon is a long way from the user’s focus. Could that account for the difference in response patterns? Would a “Dismiss” or “Remind me later” button closer to the center of the page save us from these false scores?   BTW, We moved from dialog to banner because some anecdotal research suggested that users found the dialog obtrusive and somewhat annoying. :-)   Just wondering if anyone else has seen similar dif

If a user logs into the application where Web app-tag (Tag-key-2) is configured, we would be able to track that user information even though the application is being used from the Mobile Browser.  But we won’t be able to distinguish whether it is from mobile browser or from the Desktop browser. Because both browser information is displayed as same in the Recent activity of the User. So it would be helpful if we have the ability to separate the both browsers or can be able to filter out the users who are using mobile browser and who are using the Desktop browser. If we can achieve this condition we can also send separate engagements for users in different browsers, that would be helpful.  

Using Report Builder I've created 4 Reports for my NPS Contacts (one for each Quarter). Is there a way to just link to those reports to upload my survey participants?

Hello, I am trying to fix an error in a rule, but I am unsure how to fix this error without just excluding these account ID's so that it will run successfully. Any ideas? ​ Rule Error: [FIELD_INTEGRITY_EXCEPTION : Upsert/Update is unable to honor the uniqueness criteria of the target object OR unable to map to right field type. Example: Such error occurs when Opportunity id field is mapped to Account id filed.]

I am working with a customer in which he asked if it is possible to search a user/contact from Gainsight top search bar. Can someone please confirm if this will be possible in near future?

What's best practice for refreshing your cockpit after you've completed several CTAs?  Should we be using 'right click > reload' or is there a better workflow?  Or is best practice to work a CTA from the c360 > cockpit page? 

You have to run the User Cache Refresh before Super Admin or other changes affect the users - go to Gainsight Sharing Settings in Admin, then the User Attributes tab, and click Refresh User Data -- this refreshes every hour, but you can push a manual refresh from here. Usually takes a few minutes.  

Query:How do I track my Lead on the website and how will I identify the lead as user when he sign up to my webapp in Gainsight PX. Explanation: PX has two tags:  Website tag --- “Tagkey-1” WebApp tag --- “Tagkey-2” Website tag should be configured on your website which will not have the identify call, where as Webapp tag will should be configured on your webapp which will have the identfy call   Behaviour/Process of Identifying the Lead and User Please go through this Image that helps you with flow: Lead and User Flow inside PXThanks Dileep Nalla  

When creating a report, often times I want to retain the level to which I’ve drilled down on a feature/module level. However, after drilling down and then saving a report, the saved report only reports on the top level. Is there a way to fix or address this? It’s frustrating to have to drill down on the report every time. Here is a video showing this:https://www.loom.com/share/adffeab63f2b4886ba0671935818cd40  

Currently, we are unable to fetch data from heterogeneous databases in MDA. Can we make this possible in future?