Discuss Gainsight Products

We’ve been running NPS via JO for a while now and been very pleased.  Being able to pull metrics from NPS Analytics in the Surveys section of Gainsight is super easy.  Recently we cloned the JO Program and changed the source to a CSV load instead of the query builder in order to run some ad hoc surveys for certain customers.  This works as expected with one big gap - the results DON’T roll up into NPS Analytics.  The NPS score DOES show up in C360 which is great, but puzzling that it doesn’t also roll into NPS Analytics.  We have a large batch of customers to do, but I’m now hesitating as I won’t be able to use the metrics properly.  Has anyone else encountered this?  Is this expected behaviour?  You can only have 1 NPS survey feed NPS Analytics even if they are built nearly identical (save for the source)?  Any way to adjust this?  Thanks in advance!

Is it possible to create a rule that triggers a CTA when another CTA is closed successfully? The use case here is that our customers have 4 different meeting types that need to occur within the first 90 days after onboarding is completed and we want to track each of them as a separate CTA.  We do not want to use success plans for this.  I don’t see an action in the rules engine when using the CTA Object for Creating another CTA. I only see Load actions.  

Hi All,I’m looking for any information about auto-assigning various custom roles based on a relatively simple set of conditions. Generally whether the user is an employee, a customer, or a public user.Our org is using the Salesforce integration and Zapier but haven’t been able to find anything to even tell me it’s possible or not. Your help and insights are appreciated!Nate

Hi there! Recently created a topic in regards to the point system and feature within insided. Would love to know if there is a way to export the total point data for all users within a community without having to manually type it in from looking at leaderboards?Leaderboards also tend not to have all users (stops at top 1000) so would love to hear from the community here on how people have analyzed and exported point data to then convert points to possibly a dollar value

On behalf of customer,  on success plan object, there are several rich text fields that are editable by end users. Ability to increase the Max Character Length of some of Success Plan fields (which were set at 200 characters).

Hey there! I think our community uses the Flagged/Reported folder a little differently. We have our superusers flag conversations that require agent intervention. Our moderators then have a 1 hour turn around target. For the most part it works extremely well. Since we’re coming up to the end of the year, I’m being asked by the business to show metrics on how well this approach worked and how close we were to our target. I know how to export all the reported posts but is there any way figure out how long it took us to reply within the thread?

We currently utilize the SFDC version of Gainsight. In Salesforce, our users do not have access to the ACV field unless a specific permission set is granted -- most users do not have this assigned. Users can access this field via Gainsight for all records, not just their own. They can also report on this field in Gainsight but not in Salesforce. We want to be able to restrict access based on ownership of a record. For example:1.  I am a CSMI should have access to ACV in Gainsight on records that I am the assigned CSM I should not have have access to view the ACV field on records I am not the CSM -- I still want to be able to view the Account record, just not the ACV fieldSimilarly, we have a field on the CustomersInfo object called ASV. It’s a copy of the ACV field that lives on Account. Is it possible to restrict fields in Gainsight based on ownership? I’ve been under the impression that Gainsight respects the Salesforce per

I’ve added the presentation to an event that has finished … but I don’t see it. It uploads on the backend, but not visible in the community. Any ideas?   

I’m having issues with Control not loading and behaving properly. Wondering is there is a system/ server status page I can check?f

Hey gang,I’m pulling together a “Year in review” style report for our business. This is less about the performance of our Community, and more about sharing insights we’ve gathered about the customers who use this space. So far, I’m including:A timeline of how our community has changed over the year Insights about our members (Industry, location, reason for joining the community) The health of different areas of the community (which spaces are most engaged with, why) How members get and provide value to each other (support, inspiration, insights) with examples What types of content have been successfulIf you were to put yourself in the shoes of a CSM, account manager or leadership - what would you want to know about your organization’s community outside of OKRs?Unashamedly tagging @Scott Baldwin, @tiffany.oda, @Anika Zubair

Hi, Is there any API to retrieve all the recent posts based on given time period?Eg:  I need to get all  new posts ( questions, replies ) in last 10 minutes. Is there any existing API to do this ? Can we do this using search api (https://api2-us-west-2.insided.com/search)?Is there any documentation regarding this? 

 The maximum length of the message is 250 characters. Please reduce the length of your message. This appears at the top of the page in Control when trying to publish our latest event content. There’s no indication as to which area this refers to, but the only section which has ‘Message’ in it (Confirmation message) is under 250 characters.  Surely I’m not limited to 250 characters for the event description?! 

 Hey team, Speaking with a customer today and we would like to know if configuring the Overview Section of a success plan is something that may be on the roadmap?   

One of the primary metrics on the Self-Service dashboard is unique visitors who viewed help content, including questions with answers. Given that questions are accessible via the embeddable widget, are views from the widget counted in this metric?

Is there a way to view the number or percentage of users who engaged with content in a given time period (i.e. commented on or Liked a topic)?

Within the Tabs Settings in the Bot tab, you can select an icon to symbolize each tab and format the tab color. Set the tabs' appearance all within your Knowledge Center Bot. It's very easy to switch things up in Gainsight PX to best suit your needs.  Today, we will review how to customize your KC Bot tabs and badges.  How To Change KC Bot Tab Order  Gainsight PX has a default tab layout order. However, you're not limited to have each tab remain in the default location. Instead, you can customize how your KC Bot tabs appear!  Under the Onboarding, Your Feedback, or the Knowledge Base sections, click the Select Tab Order drop-down menu. This will bring up the different tab ordering options. As you can see, Gainsight PX allows you to reorder your KC Bot tabs. You can move your tabs either right or left to chang

I would like to be able to create a dashboard off of a DD report set, that includes KPI Widgets.  Currently, when trying to set KPI Widget as the report visualisation, I get an error message stating something went wrong. Milan, from the Gainsight Support L2 team, confirmed that KPI widget was added newly in reporting revamp. However, you currently don't have support for it in the data designer explore screen. He requested me to log it as a request here. My workaround for the time being is the left report in below screenshot - while all I want to show is the report title and the one figure of in this case 853

Is there documentation for this anywhere? What’s will happen if I decide to follow someone? Do I get emails about their posts? Do they show up in a feed somewhere? 

This is a little misleading, don’t you think? And maybe a tad disrespectful to the admin community?https://play.vidyard.com/u6fyxqMEHyFKTZ8KgRLDzb.jpg? 

Hi allNot sure if my idea is an idea or a question. I seem to have reached JO conditional logic limitations (mind you this is my first program and it’s a tiny pilot, so I’m a little scared for the future). I would like to be able to build conditional waits that would work much like a nested IF formula in Excel. IF X = 1, THEN A; IF X=2, THEN B; IF X = 3, THEN C; IF SOMETHING ELSE, END OUTREACH)Has anyone got a workaround for this (and I suspect this will involve two programs as I envision it? Or if not, can this type of complex logic enhancement be added to the roadmap? Thank you,Alizée

Hello , My staging environment is way behind from live content of community website , How I can make my staging env up to date with Live ? Staging Env   : https://cricketwireless-en-community.almostinsided.com/Live Env :  https://community.cricketwireless.com/

Hey! We’re downloading data about our users via API (using Fetch all users) and doing internal analytics on top of that. However, numbers don’t match due to not activated users, who are not included in inSided analytics. This information isn’t easy to gather via API, it’s hidden in user activity, which is unfortunate. When I download data via export, I can see not activated users with activity timestamp, so that’s not usable also. Do you have an idea how to solve this? Or question for InSided team - would be possible to add information about user activation into Fetch all users?

Greetings. I’m creating an engagement step-through and rather than inundate the user with information I was wondering about linking to a specific FAQ that we have created as an Integrated Article in the knowledge bot. I know I can link to an external URL, but I can’t find a link to use for a specific integrated article. Thank you.

In my efforts to clean up the main Nav, (see related priority here), I want to consolidate categories like in the screenshot. How to achieve that? 

How can I update the placeholder text for default fields such as Username, Email Address etc. on the sign up form?