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7746 Topics
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dcherringtonContributor ⭐️
asked in Customer Success (CS)
Journey Orchestrator: How do you increase the leading (line spacing) in the text

I’m trying to increase the leading (line spacing) in some text that I’ve added in an email template in Journey Orchestrator and I can’t find were you can adjust that within the wysiwyg editor. If I increase the size of the text, it appears that the leading stays the same and the text runs over the top of each line. I’ve also tried manually changing the “line height” in the HTML editor and it doesn’t seem to help. 

1150
D
4 years ago
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sandeepchidiriHelper ⭐️
asked in Customer Success (CS)
Question regarding the Share 360 button

Hi Team   Currently share 360 button is visible for all type of users.Do we have any plans in future to implement in such as way that the share option won’t be visible for the viewer license users ?   Use-case: Currently when the viewer user clicks that button they will be restricted with the access. Customer doesn’t want that experience they directly want to hide the share360 button itself. 

450
S
4 years ago
laura_webster
laura_websterContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Connecting CTA's to objectives

We are trying to keep our objectives higher level and longer term- as designed. However, many of the CTAs that result are directly related to the objectives. Is there a way to tie them somehow? It would be helpful for presenting to the customer the activities that were completed over the past quarter for each objective as well as the result. 

1410
laura_webster
4 years ago
sai_ram
sai_ramExpert ⭐️⭐️
posted in Customer Success (CS)
Gainsight implemented 30+ Customer requests in May release.

@All - we really appreciate all of the product inputs that our customers take the 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 many suggestions from the Community in the v6.14 release! Here's the complete list. In our release notes, Ideas that originated on Community are marked with the “C” icon. SFDC edition v6.14 Release Notes NXT v6.14 Release Notes Below are a few feature highlights: Gainsight Assist Chrome Plug-in Cockpit Calendar Integration Share Emails from Timeline with Activity Details Email Stats for Emails Sent from Timeline GS ID Available for Field mappings in 'Load to Gainsight Object' Action type  Build Reports on the User Login History of Gainsight NXT Gainsight Notifications through Slack Set Cockpit and

2070
sai_ram
4 years ago
Kgastaldo
KgastaldoHelper ⭐️⭐️⭐️
asked in Customer Communities (CC)
Is ideation available to groups?

Are groups soley question/conversation. I just had a group ask for ideation, but don’t see a way to add it. Is ideation not available to groups?  If not, will it be made available at a future release?

1580
Kgastaldo
4 years ago
ZapierSteph
ZapierStephContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
"Marked Answers" within InSided API

Hi, I’m currently working with your API to try and replicate a lot of the metrics on your dashboards and having a problem so far, you have the ‘Marked Answers’ for the selected period, however I don’t see anything in the API which would allow me to calculate this, is this correct? So far, what I noticed is I get a new entry in your getQuestionList endpoint populating answer but that is it, I can’t see who accepts this or when. Let me know if I am missing something. If this is it and no plans to add it in the near future I can just go ahead and export it to load the historical values as for current values I just assume if this is populated then it was done on the day previous to the daily ingest we run, not an exact timestamp but is exact in the date, at least!  Thanks!

2300
C
4 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Copying Scorecard comments post timeline integration with Scorecards

Many of our customers are using scorecard comments as they change a manual score and copy it to the field in Salesforce. For context, this copying happens via the Rules engine (Comment field of the scorecard measure to the field in Salesforce). With Scorecard / timeline integration, the comments still will have the latest timeline update at any point and therefore we are not required to change the underlying rules. That's forward thinking product management. Thank you! For context this is how the rule looks like: My slight concern is when the destination field for comments is a long text, the formatting, when the copying happens via the rules engine, adds too many tags which makes it look wonky. Has anyone else faced this issue?  

1600
R
4 years ago
ewinglel
ewinglelHelper ⭐️
asked in Customer Success (CS)
NPS User Comment

Hello, I sent out our quarterly NPS survey and had a customer come back to me because they forgot to enter their comment, but were able to enter their 1-10 rating. Is there a way that we can send another link to the survey to them, so that they can add their comment without adding an additional response? Can we delete the original response and have them send another in? Is there another way to go about this? Thank you for your help!

1330
ewinglel
4 years ago
andrew_biehle
andrew_biehleGainsight Employee ⭐️
asked in Customer Success (CS)
More granular control over survey analyze permissions.

Posting on behalf of a customer. Currently in Survey’s on NXT when you want some of your users to be able to view survey response URL’s they have to have the analyze permission either at the survey level or permission group level. This gives access to the global survey section which you may not always want your users to have the ability to view that section. Having a more granular permission set or modifying the way permissions work would make it more flexible.

1210
V
4 years ago
justin_bills
justin_billsContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Survey 2.0 - Can you subscribe people to receive responses like Survey 1.0

I'm in the process of migrating over to survey 2.0. For some surveys, the people who need to view the responses don't really access Gainsight a lot. Survey 1.0 had the option to send survey responses to those people. Does that excist with Survey 2.0? I can't seem to find it as an option. If it doesn't exist, is there a way to build that out in the programs?

1780
V
4 years ago
Julie-Pinto
Julie-PintoContributor ⭐️⭐️⭐️⭐️
posted in Product Experience (PX)
TOTW: How to pick your throttling settings

I’d like to propose an approach for deciding what your throttling settings should be. There’s likely many ways to decide this and set up throttling, so if you have other ideas, please comment below and share your knowledge with the community! A common question that comes up is: How can I make sure that my users aren’t bombarded with engagements every 2 seconds?  There’s an easy control for that in PX, Engagement Throttling:  Cool, awesome, we love that. But now that you can control the frequency, how do you decide what to set it to?  Here’s an approach I recommend: When selecting engagement throttling settings, think of how frequently you want users to see engagements like webinar invites, thought leadership, general notices, event invites, etc. Basically any engagements where the content is not directly related to what the user is doing right now. You may want them to only see that type of engagement 1-2x per week. Set your engagement throttling settings based on that frequency

2820
Jef Vanlaer
4 years ago
M
Mike GoodContributor ⭐️
posted in Product Experience (PX)
What kinds of Engagements have you created?

Hey fellow Gainsighters!  We are new to the crew here and curious about Engagements.  What are some types of engagements that you leverage?  Things like system outages, new release notifications, guides for new features, etc.  We are coming up with a list of possible types of engagements and were curious to see what kind of engagements have made sense for others.   Thanks in advance for any insight you might be able to provide!

700
link_black
4 years ago
B
bayareaguyContributor ⭐️⭐️
asked in Customer Success (CS)
Percentile calculation in scorecards

We are using Scorecard 2;0. We dont want to define what the thresholds are but just assign a percentile score with 5 levels, 0-20 percentile is level 1 , 20-40 level 2, 40-60 percentile level 3,  60-80 level 4, 80-100 level 5. How do we define percentile thresholds in the set score action?   Eg. Simple eg Number of Support Visits to Account are 10,9,8,7,6.5,4,3,2,1 for 10 accounts.  Accounts with 10 and 9 visits will be automatically assigned the top level since its in the 80-100 percentile and so forth, without defining a fixed threshold as these values can be dynamic.  

950
shantan_reddy
4 years ago
link_black
link_blackGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Tip of the Week: Fun with Flags...

I meant … Fun with Fields, so sorry Sheldon and Amy!!!!    As many of you already know, you can include merge fields (aka “tokens”) from your PX User and Account attributes within your PX Engagements.  Including these merge fields is a great way to customize your in-app and email messaging to your users and to also create a better, more personalized user experience.   However, many may not know that you can ALSO use these merge fields within button links inside your PX Engagements, including within your PX Emails Engagements.  This is a great way to pass your PX user/account context to the destination website or application so that, once again, the user experience can be personalized there.   Below is a sample PX Dialog Engagement that I have created to illustrate including PX User and Account attributes within a PX Engagement.  I have also include a couple of these merge fields as parameters in the button link URL, but you will need to copy/paste these as there is not currently a fiel

2080
willpatterson
4 years ago
Moller Toma
Moller TomaHelper ⭐️
asked in Customer Communities (CC)
Is it possible to watch CadmiumCD & inSided webinar back?

Has the event been recorded and can I look back at it? Unfortunately, I wasn't aware of it. 

1000
DaniJuson
4 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Customer Success (CS)
JO notifications of bounced stakeholders

Hi, Any thoughts on how best to notify Sales team when a key contact has bounced? We already have CTA notifications sent to our CSMs i.e. when an exec sponsor (or other key contact has become unreachable). The issue with this is that you can have only one owner per a CTA and I don’t want to create duplicated CTAs -  one for CSMs and the other one for Sales.  I thought about setting up a JO email notifications to Sales (who usually manage contacts in SFDC rather than GS) but wonder if there is a better way - or how can I set this up so that: each sales person receives a list of only those bounced contacts from their accounts this list is not being repeated i.e. it’s triggered only when a contact has bounced is it best to have one notification per a contact, or a report inserted into the email with a list of all bounced? Any thoughts/ideas welcome! Thanks Katerina 

670
katerina_nemcova
4 years ago
LPortalupi
LPortalupiHelper ⭐️
asked in Customer Communities (CC)
Your ideas for a quick stopgap re: stemming technical issue complaints?

Our is a public, B2C community designed to support learners while learning online. It’s not a community for technical support. However, in the past couple weeks, we’ve seen a huge spike in people posting/complaining about technical support issues.  Despite our community superusers’ best efforts to guide people to the right space for help, we just keep getting tons of new posts and replies about the same issues. I’ve updated the language on the “create a topic” page (see below) and linked to an article that explains our current situation. This hasn’t seemed to help. People are not following instructions provided in threads on how to properly get technical support, and instead they are just spamming the community and tagging other community members trying to get their problems solved.  I’m trying to communicate the effect of these bugs on our community, an an effort to prioritize fixes. In the meantime, our community members are getting frustrated, and so I am.  Do you have any relativel

250
LPortalupi
4 years ago
alison_kaprielian
alison_kaprielianContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Change Email Opt In/Out Preferences - Option to Opt Back In to Communications

We have some clients that have unsubscribed to our email communications. Is there a link that we can enable them to opt back in and re-subscribe if they have done so in error? We'd like our CSMs to follow up with the clients to let them know that it's important to remain subscribed for important updated.

1840
R
4 years ago
K
Kasper86Contributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Nonhelpful topic is ranking really good, but has no good content. How make benefit of this topic?

Hi Guys  I need your opinion on this one! We have a topic, or even some topics, which is ranking really good SEO-wise, but all the visits this topic gets, is nearly “lost”, due to the fact, that the content in this topic is nonhelpful. But the title of this thread is probably what makes the topic popular at the Google search engine.  We’ve tried to redirect the traffic by linking to another topic, which has a wide topic of knowledge and better content, but it seems like, that the users are not visiting the link we’ve put in. So here’s the question:  How can we benefit of this really good SEO-ranked topic, when the content is not helpful?  Would you suggest to fill in our content to this thread - even though it’s not related to the actual topic (which is an really old topic), or should we make a new topic with a title similar to this old one and wait till the SEO-ranking gets better over time (which will not help here and now or maybe not for a long time).  Looking forward to hearing fr

1400
Julian
4 years ago
kelly
kellyHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
The changes to Email Templates are significantly harder to work with

We’ve just upgraded our production environment so this feedback is a bit behind but the changes to Email Templates have made it 10x harder to produce emails now. Any changes to the code are overwritten once saved. I cannot format anything in the code the way that I want to, and every line of text is now a p tag. I’m curious if any other users are struggling with these changes well. 

730
nitisha_rathi
4 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Success (CS)
Pulse Everywhere Session: Admin's Perspective on NXT Upgrades

If you want to learn more about our product team’s exciting plans for the future of Gainsight, be sure to join the Gainsight Innovation Showcase sessions this Thursday as part of Pulse Everywhere! (full agenda attached below) In the Thank you, NXT: An Admin's Perspective on Upgrading to Gainsight's New Platform session, two Gainsight Admins share their experience upgrading their environment to Gainsight’s new platform, NXT, including why they chose to upgrade, benefits of NXT for their programs, and advice on how to make an upgrade successful. We'd love to continue the conversation with you here. Was there anything you had hoped we'd cover that was missing? What are you most excited about with the NXT upgrade? Share your questions and feedback, and the Gainsight product team will respond!

1040
lila_meyer
4 years ago
R
rakesh_lingalaHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
New Articles Created for 6.14 Release!

Hello Everyone, Here is the complete list of new articles created and published as part of v6.14 NXT & SFDC release: NXT: Gainsight Assist Chrome Plug-in User Guide  Gainsight Assist Chrome Plug-in FAQs Cockpit Calendar Integration  Send Email from Timeline using Email Assist  Gainsight Notifications in Slack  Configure Languages  SFDC: Gainsight Assist Chrome Plug-in User Guide  Gainsight Assist Chrome Plug-in FAQs  Configure Languages  Send Email from Timeline using Email Assist  Gainsight Notifications in Slack  If you have any new doc requests, you can reach out to us at docs@gainsight.com. Thanks!

1170
sai_ram
4 years ago
bostojic
bostojicContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Sandbox Environment for new Custom Events

I’ve been wondering is there some sort of “sandbox environment” for Custom Events where they would appear for pre-approval before letting them land on the product in production?   We have 10+ Product Managers and 10+ dev teams working on our product and we are often experiencing some minor mistakes in the implementation of the Custom Events from their side. It would be useful to have some “buffer” zone where the events would land and which PX admin could approve as correctly implemented.

2110
bostojic
4 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Delete old CTA Types and Success Plan Types

During Implementation and Testing, we created a few CTA Types and Success Plan Types that we no longer will use.  We are not able to delete them as it says they are linked to Cockpit, playbooks, or rules.  I have gone through and unlinked the playbooks and rules, but since old CTAs exist it still will not let me delete.  Is there a way to archive a type so that CSMs no longer select them?  

1650
R
4 years ago
kate_green
kate_greenHelper ⭐️⭐️
asked in Customer Success (CS)
More Sections In Shared 360 Layout

We are creating 4 different Shared 360 layouts for various internal stakeholders at our organization.  I wanted to include Account Hierarchy in these layouts but it doesn't seem possible (this is not available in the list of sections to choose from - currently there is only Summary, Attributes, Related List, and Relationships).  Will this section be added to the Shared 360 layout in the near future? Thanks! Kate

850
R
4 years ago

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