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8649 Topics
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Translation for Survey Header and Thank you

Hi all!We’re trying to translate on of our existing surveys and I believe that there’s just two things we’re missing and that I’m not sure how to translateThe Title in the Header The Thank you note.Am I missing something here? 

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andr_raposo
mobrien14
mobrien14Helper ⭐️
asked in Customer Success (CS)
Any plans to update Mass Edit UX/Capabilities

Hello! Given all of the updates to horizonize the experience, UX, & capabilities to things like Rules, Dashboards, Reports, etc., I was curious to know whether there are plans to update Mass Edit’s capabilities in the nearish future. Ideally it would function like the Horizon Reports in terms of pulling in fields & filters.While limited to admin usage, having the ability to build out & execute updates would be a significant improvement in terms of QoL.

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mobrien14
MaddieJ
MaddieJContributor ⭐️
asked in Customer Communities (CC)
Differentiate read topics in activity feed

 Hey all, Has anyone ever found a way to differentiate read topics vs unread topics? e.g. in the activity feed on the homepage, if I were to click into a topic, it could be greyed out on my end so I can keep track of what I have answered/clicked into.

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MaddieJ
svh
svhHelper ⭐️
asked in Customer Communities (CC)
Edit event type fails

Hi! I get this error when I try to edit event type:I have events under this type, but as far as I can read it’s still possible to edit the type. Any suggestions to what goes wrong?Thanks,Stine

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svh
jevaaler
jevaalerContributor ⭐️⭐️
asked in Customer Communities (CC)
Embedded video from Canva doesn't work

Hello!I’m trying to embed a Canva video in a community post and while I’m able to embed the video, whenever I try to play it, the video just hangs and perpetually tries to load. The video has been set to “Live” and the link used in the embed is a “public view link”. Curiously I can’t watch the video in an Incognito window in Chrome either.Does anyone have any experience with this, or a potential solution?Here’s the thread, for anyone curious: https://mercell-en-sandbox-community.insided.com/uk-ireland-89/testing-embeds-98

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jevaaler
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Modify KCBot Community Tabs

How can I remove the ideas tab from the KCBot results page?We do not use the ideas module, so it will always be zero results.  

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Alistair FIeld
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Production Content in SANDBOX KC Bot

Hi Y’all, I am exploring the use of a KC Bot. I have a couple of questions.1) I would like to modify how the community content is shown. How do I remove the ideation section. We are not using that Module.2) Why does the KC Both pick up the production community content when I am building it in our Sandbox. When I open the bot in the community I see all the latest content from the live Production community. Where is the source of community content defined? Many thanks,Alistair

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Alistair FIeld
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jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Engagement Intervals - Second Set of Eyes

We are working on an automated NPS program that would trigger 90 days before their renewal date each year. We have not utilized intervals before, so I am just hoping I can get a second set of eyes to ensure I have this set up correctly. We would like it to show up to 2 times per occurrence, and take place annually. Am I on the right track? Should I maybe set it to 11 months to ensure it re-qualifies them on time? 

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rhallExpert ⭐️
posted in Customer Communities (CC)
The API documentation needs improving significantly

I’m afraid I am somewhat frustrated after spending the best part of half a day building something to find that the API docs do not give anywhere near enough information. Take a look at this….https://api2-eu-west-1.insided.com/docs/community/#tag/ProductUpdates/operation/createProductUpdateMy intention was to load our Product Updates with a load of backdated content published elsewhere. I can get the majority of the data from scraping a page, tweak it in the admin console, then publish. I got all of that working and then I find out that there is no way to add a retrospective date. There is literally a “createdAt” field you can post. It is NOT required. So, the natural assumption is that if it is not provided, the date will be the date it lands via the service. If it is provided, then that date will be used. What happens? The date is ignored as far as the UI is concerned and you are left with the publish date showing.Had the “createdAt” date been explained, I may not have wasted a day on

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Kenneth R
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
Combine multiple contact types into single list for a Program

I’m creating a Program to educate customers on the new product they purchased.Thing is, we have a couple different contact types we want to send the communication to, but the contacts are showing up in different fields/columns: Opportunity ID Order Signer Name Order Signer Email Company Contact Name  Company Contact Email Oppty001 Jane Smith Jane.Smith@domain.com John Doe John.Doe@domain.com  Is there a way to combine the different contact types into one column for name and email so that it looks like:Opportunity ID Name Email Oppty001 Jane Smith Jane.Smith@domain.com Oppty001 John Doe John.Doe@domain.com  Thank you very much in advance for your help and suggestions!! 

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romihache
sfogg1234
sfogg1234Helper ⭐️
asked in CE & Skilljar by Gainsight
Default Themes in "Themes and Templates"

I was exploring some of the settings in our Academy, and clicked on Design > Themes and Templates. The current version appears to be Default Theme v2. And there is a new version, Default Theme v3 listed beneath. Are these versions that our company created? And if so, how can I see what this new version looks like in order to know if I want to install it?Thank you!Sheri Fogg 

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mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
Are posts in private groups accessible via Zapier?

Hello, I recently discovered that points are not awarded to users via Gainsight’s built-in gamification system for activity within private groups. I’ve opened a feature request about this here if anyone else would find this useful.  In the meantime, I am exploring Zapier as an alternative. We already have a supplemental point assignment system in place that works by awarding points to users who comment on posts that have a particular moderator tag. I would like to use this to set up an automated system which appends a moderator tag to every new post within a particular group so that users can still earn points for participating in conversations there. However, as I’ve been attempting to set this up, I am not seeing “new topics” in private groups as an available trigger within Zapier. Is this another limitation? Am I able to obtain this activity data another way? Hoping that I am simply missing something obvious. 

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cstrange
cstrangeContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Leveraging Slack and your community - what's worked/challenges

Does anyone have a Slack community and a Gainsight community - I’m curious to learn more about a hybrid approach as this is a topic that we have begun to discuss. 

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mitchell.gordon
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
What to Expect at Gainsight Pulse 2025 for Customer Education!News

Pulse is back this May, and we couldn’t be more excited to see how Customer Education continues to take center stage! Pulse will be packed with insights, real-world examples, and strategies to align education with your business goals. Here’s a full session guide for getting all of the Education insights, but below is a sneak peek on some key sessions you dont want to miss: A Look Behind the Curtain: Wins, Missteps & Lessons in Uniting Community & Education Get a look into how Gainsight combines Community and Education to scale self-service. We'll share the real lessons behind what worked, what didn’t, and what we’ve learned along the way. Scaling Digital Customer Success with Smart Customer Education  Learn how to embed Customer Education into your Digital strategy with a practical playbook to improve adoption, retention, and engagement. Connecting the Dots: How Community & Learning Fuel Product Adoption  Discover how to tie together education, community, and product data

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cdonargo
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SpannerContributor ⭐️
asked in Customer Communities (CC)
Disable the cookie consent pop-up

How do I disable the Gainsight cookie pop-up? We’re implementing it from elsewhere, so we have the same banner and consent options across all our web properties.Which is working very nicely, other than I now have two cookie consent pop-ups on top of each other! 😄

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olimarrio
rschlette
rschletteHelper ⭐️⭐️⭐️
posted in Product Experience (PX)
Getting Started with PX S3 Account and User Import

The Gainsight PX S3 Account and User Import data integrations can be used to import daily updates to PX account and user data from a predefined directory structure in a customer-managed AWS S3 bucket. These data integrations are well-documented in this support doc, but this article will answer some common configuration questions, and provide some additional visual examples of the file structure. S3 Folder ConfigurationThe S3 Account and User Import data integrations each require a ‘base import folder’, and each of those base import folders requires 2 subfolders: one named “current” and another named “processed”. example base import folders In the example shown above, you can see that the base import folders follow the naming convention productName_pxObjectName_import, but you can use any naming convention for these folders. The subfolders must be named “current” and “processed” precisely, or the integration import job will fail. Integration ConfigurationIn Gainsight PX, the AWS S3 Impo

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rschlette
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Communities (CC)
CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you have the CC+CS integration enabled and are familiar with how to build reports using the data, you may be wondering what reports we recommend creating.There are many ways you can use CC data in CS, ranging from the quick to implement to the more complex.Starting use cases (Reporting):Out of the box widget on C360 Custom “Community” tab on C360 Dashboards with visualizations and reportsAdvanced use cases (Actions):Community health score as a component of a Company’s health score Triggering CTAs based on a drop/absence of Community activity Using Community data in Journey Orchestrator programsIn this article I’m going to focus on the reporting use cases. C360 WidgetThis can be added to the Summary page of the C360. It contains a few key numbers and allows the user to adjust the time period it is displaying for. Custom “Community” tab on C360You can add

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Grzegorz ByrskiContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Recipient attributes - Can I define various attributes and where?

Hello Gamechangers,Is there a way to define more recipient attributes and where? I.e ‘Name’Thank you,Grzegorz

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DannyPancratz
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
New topic, choose category. Why all the categories are listed?

I havent thought this before but one of our user reported this:User wrote, that when he/she starts new topic, it is difficult to find correct category to where to publish topic. Later on user added, that in the Category listing there are bunch of categories but it isnt possible to publish new topics in all of them.And yes, it is true. I tested this here as well, when choosing Category I can see, for example “Community news” category, but I cant publish new topic there:  This is confusing. Also, when there are bunch of categories, it would be better UX if there is only visible the categories when user have rights to publish new topics there.Is there anything I can do?And, what is phrase to translate that error in Finnish?

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DannyPancratz
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lira.bContributor ⭐️
asked in Customer Success (CS)
Glitch in the Email template builder

Hi, I see someone had this issue in the past and it was attributed to a bug in the email template builder. I have experienced a consistent bug in the past - when you paste an email into a template, it doubles up certain paragraphs or sentences.I am especially frustrated today as I am trying to build a fairly non complicated newsletter and i keep having to refresh in order for the changes to stick. Now the refresh is no longer effective and has stopped accepting any of my changes. Some of issues I am experiencing include buttons keep changing to random height and width sizesFont not accepting any format changestext changing at random times reverting back to previouspage hanging and not letting you choose settings taking a long time to autosave and sometimes adding extra sentences right after or reverting back to pre-edited text Can you please look into this. ​​​​​​Let me know if I can provide any other information. 

272
ssamarth
Jacob
JacobContributor ⭐️
posted in Customer Communities (CC)
Changes to you Gamification Strategy

HI Everyone,First time poster, long term stalker.I wanted to ask the community how they have managed changes to their Super User programmes? I have recently just started working on a whole new strategy for our community but with that comes some change management challenges e.g. new tiers/ranks, new requirements, more points required etc. Has anyone made significant changes to their program and if so, how did you manage the changes?Thanks so much!

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Jacob
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Olivia BrennanContributor ⭐️⭐️
posted in CE & Skilljar by Gainsight
Milestones in free-form courses

Hi everyone, We recently switched our courses from linear to free form to allow learners to navigate to different units if they’re only interested in a specific topic. We still want to ensure they’re completing the videos and quizzes, though, if they’re working towards the course certificate.We’re a bit stumped about what messaging we should use in the milestones, since they’re now visible as an activity in the course. Does anyone have any examples of what you’ve called your Milestones or what types of messaging you’ve used for complete and incomplete Milestones? Thanks!  

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O
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khadija.kContributor ⭐️
asked in Customer Success (CS)
Gainsight Assist Error

Hello,When I try to use Gainsight Assist in my Outlook app, it shows me an error under the “Log Email to Timeline” option that says “Something went wrong! Please try again.”This is the New Outlook app on Mac. Any ideas?I’ve tried to remove and reinstall the ass in as well as close and reopen the Outlook app.

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jlibbee
S
SougatoroyContributor ⭐️⭐️
asked in Customer Communities (CC)
Enterprise Gainsight Community Front Page Design & Customization

Hi, Could someone provide documentation or Knowledge Base articles on how to perform customization of the Gainsight Community Console front page? For example, I have seen many Communities where they have done quite a lot of customized work. Is there a team we should contact for these kinds of requests? If official documentation is unavailable, any accurate and reliable source would be greatly appreciatedThanks!

431
DannyPancratz
kunal_bhat
kunal_bhatHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
People Maps Feedback

Just creating a placeholder post here in case you don't feel like creating a new post. We'll be sure to reply to comments posted here!

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