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During my tenure at Gainsight, I have had the opportunity to collaborate with a diverse range of Enterprise organizations worldwide, spanning various sectors such as healthcare and education. While the specific use cases may differ from one organization to another, I frequently encounter common inquiries as a Gainsight PX CSM. In this blog post, I'll address the top 5 questions I receive: 1: Where should I start?Although PX itself is an intuitive tool, becoming an expert may require a slight learning curve. My recommendation to customers is to invest time in PX University, a hub that offers comprehensive training resources. These resources include everything from installing the PX Tag to enable user tracking, to learning how to execute targeted in-app engagements. Our training videos available in the university will swiftly elevate your proficiency! 2: What should be my focus?Initially, the influx of telemetry data may feel overwhelming. Rest assured, this is a common sentiment. When w

Delivering exceptional customer success is crucial for driving satisfaction, retention, and growth. Gainsight's Journey Orchestrator empowers organizations to create effective email campaigns based on support ticket data, enabling targeted and personalized customer engagement. In this post, we will explore how to leverage Gainsight's Journey Orchestrator to drive customer success by gradually increasing the level of help based on support ticket data. Measure Ticket Data and Identify Targeted Customers: Start by analyzing support ticket data to identify customers who surpass a certain threshold related to a specific feature or issue. This threshold could be based on factors such as ticket volume or duration. By segmenting customers based on their ticket habits, you can target those who may benefit from additional assistance or education. Send Relevant Content: Once you have identified the target customers, initiate an email campaign through Gainsight's Journey Orchestrator. Begin by s

Hello, is it possible to view unanswered questions by category on the frontend of the community? I see the ability to show all unanswered posts, but would like to be able to narrow this down to unanswered posts by category or even tag. This would help casual internal contributors and external community experts better identify open posts to assist with within their area(s) of expertise.

Hello everyone! I am new here, so hope this questions isn´t here already, but I did not find it 👀I was wondering, if there is a way to “flag” a customer in order to exempt him from the automatic messaging/rewards?For example a user posts a lot of negative comments, posts so he gathers points and we automatically award him with a badge and send him a “congratulations” message.So can we somehow avoid this situation?Thank you!Markéta 

HiIs there a comprehensive list of all the data points that are included in the Community / Gainsight integration? Thanks

I am not quite getting how your customized pages work.-I created a page-Then went into the widgets area and picked a layout-Then tried to rename the different parts of the page. Basically tried to rename these:Note:​​​​​​​-I want this to be a completely new page because I will be creating several custom pages.-I need a simple layout 2 rows of three boxesSuggestions on how to do this?

When creating emails for automated journeys, it’s important you take a moment to preview and test the email to make sure everything works as expected. This is especially true if you plan to use images in your emails or perhaps even use tokens to imitate a member of your team or create personalized emails.Here’s a bad example of an email I received earlier today from my local car dealership (anonymized): As you can see, there are three different font styles and sizes used within the first two lines of the email.Emails with images also come with their own set of challenges. For example, I recently created a new email template that didn’t show all of the images when customers received it. The fix was to ensure that all the images were uploaded the same way rather than being linked to several sources. The best way to test any email is to use built in preview functionality on your email editor, send it to yourself and maybe even leveraging third party email validation tools to see how it is

I am currently trying to track the weekly user adoption percentage of particular features.In order to do this for a month, I have to create 4 separate widgets in a dashboard with the relevant weekly dates (May 8-14, May 1-7 etc) to see the adoption % for that week. Moreover, I need to do the same thing every time for different features. So for tracking the weekly adoption of 10 features for a month, I’d have to create 40 different widgets. Also, this date selection is static, which means that I’d have to manually update these dates if I was trying to track this on an ongoing basis, which is tiring to think of. I can’t do this in the adoption report because selecting the last 4 weeks would give me the total user adoption % during that time frame, and not week on week data that I want. The problem would be easily solved if I could select “User Adoption %” or “Account Adoption %” in the “Measured By” option for adoption reports and in the dashboard widgets (Where the same option is presen

I have badges currently assigned only manually. I have not assigned any, but the default badges are showing up in certain user profiles. How do I find how the criteria used to add an existing badge to a profile?Thanks,...

Hi,Just wanted to share my 2 cents about fighting with spammers on Insided forums.There more, and more “clever” spam bots, that are trying to post some suspicious links on the forums. They mostly have the same scenario - post 2-3 non-suspicious posts (so it doesn’t look like a bot), then they’re replying their posts after some time (with sus-links hidden - for eg. white text on white background, or linked to a “.” dot etc). The spam filter is not ideal, because it also blocks “good” posts (and they need to be manually approved). I’d suggest to create some easy mechanism to fight spammers.For eg. new users with less than 10 or 20 posts CANNOT post links, that are not whitelisted in CP (for eg. allow to create links to YT, imgur, vimeo etc but deny others).Also add another mechanism, to block posts, with less than for eg. 40 characters (but I’d like to see adjustable value), so it’ll filter most “OK”, “i’ve got this..” replies, that spammers mostly using.

Has anyone cracked the code on layering moderation support from your CX team into your day-to-day community ops? I have been trying to sell this to my peers on the CX team for the past 6 months, and just can’t seem to overcome the objection around “minutes/hours off the queue could impact our SLA - we can’t risk it.”My team has all but conquered our product team during this same period - streamlining betas, product updates, discovery questions -- we even have product managers dropping into the comments on topics related to their product areas entirely unprompted. Has anyone out there fought this fight and won? Any data you can share on the impact of de-centralizing moderation? 

I use the REST endpoint /search to get a list of articles for certain keywords. There are a few categories that I don't want to search. In the endpoint I can only give a positive list of categories. To get my desired result, I first have to get a list of all categories, then filter out the unwanted ones and then specify the result as categories to be searched.This is cumbersome and not optimal for the runtime.I would like it if I could also specify a list of categories that are ignored for the search. It would also be good if I could specify the maximum number of results (I usually only need the TOP 3 or TOP 5 of the search results). And it would be optimal if I could specify in the request whether I want to have the text of the article in the result. For my usecase, I only need the category, subject and link to the article. The complete text only makes the result larger and slower. I would be happy if my suggestions were implemented.

Hello,I would like to create new users on our staging environment but I did not receive the e-mail to activate the accounts :Is there a limit on the number of users in the staging environment ?

Hey there! 😊 I wanted to start a conversation here to discuss with other community experts the use of post fields.  I checked this post but I'd love to hear from you if/how you use post fields. My idea would be using mainly for Feature requests but it's always good to hear other use cases and see what could apply for my scenario too! :) 

 inSided was founded in Amsterdam, the Netherlands, back in 2010. While our goal has stayed the same - to build better connections with your customers - everything from our product to our people have been on an incredible journey that has now spanned over a decade.Look at us - growing up and building our own homepage 😍After building out incredibly successful communities for companies in industries like banking and telecommunications, we decided the way to make the best community solution possible is to focus on our customers This iteration of our homepage from 2021 emphasized our focus on the B2B SaaS world - building the first community solution directly contributing to customer retention, advocacy, and growth. Making this decision helped us build a community for a company we’re now pretty familiar with - Gainsight.Robin Van Lieshoust, founder of inSided, and Nick Mehta, CEO of Gainsight, getting the world fired up for customer communities!Becoming a part of the Gainsight family has

Hello,When a tooltip is displayed on the screen, there’s a transition effect which is distracting. The highlight slides from one selection to the other. Is there a way to disable the transition effect?I see the Motion Effect > Disable Transition Effect option in the Editor tab for a dialog, but not for a tooltip. The check box is not selected in my engagement. Is there a way to disable the transition effect for tooltips?Thanks,Bharati

Please remove. This was meant to be a product idea.

Our product will have a different url for each customer. So, I need to setup the url to be dynamic. The product url needs to be something like this: “https://$px-auto-resolve.my.company/.” I see articles to use “$px-auto-resolve” for referencing links to dynamic urls, but not sure that is how to configure a product url.

In the SFDC version of Gainsight, there are a few lifecycle formula fields that come standard on the customer info object. One particular useful one is called Life cycle weeks per year. This does not exist in NXT:  Use case: This field takes a customer’s start date and calculates how many weeks today is from that date, but evaluates on a relative 52 week timeline vs absolute. For example: If the customer’s start date is 11/1/18 and today is 11/8/19, this field would return 1 week vs 53 weeks. This is extremely helpful for building automated lifecycle management programs, because you can add customers to programs based on lifecycle weeks vs anchoring on a renewal date or a calendar year.  With this field, you can build programs to send to customers every Q1 and Q3 based on their start date vs. a renewal date or calendar date. Without this field, you have to either work off renewal date (tricky because of annual contracts and multi-year contacts and because renewal dates can change based

Is anyone familiar with the Salesforce Platform Events framework? I requested new Apex triggers in SF from our Salesforce Developers and they pushed back and would like to switch to using Platform Events which I have very little understanding of but I assume Gainsight would still be able to interact with it the same way it would with an Apex trigger. If anyone has experience using Platform Events and knows it works fine or can point to some documentation would greatly appreciate it.  Thanks

Hello everyone, I am the PM for CSQL and we are currently discussing the initiatives we want to plan for CSQL for upcoming quarters.We have got 1 feedback multiple times from different CSMs which is: Sending CSQL to Salesforce as an opportunity.I need to know how many clients are interested in it.Can you please share if your client will be willing to try it out. Also the name of the client as well.  

When I try to edit existing Customer Goals I do not have an option to save and I receive an “error” message on the Company field. In order for me to make a change I have to delete and re-add a new goal. This seems like a bug with the Company field. Can this be fixed so existing goals can be edited?  

What’s the best way to integrate WordPress content into Insided Federated Search?

How can I control what appears in the global header? I want to rename items in the header and control where they link to? Also, how can I create a drop down of options in the global header. See attached screen shot. 

Hi,Is there a way we can create custom pages and link them with a custom role.So that when the custom role user logins they see the custom page for their role instead of the default landing or homepage?