Discuss Gainsight Products

In the C360 Customer Goals tab, the user is seeing two of the same goal after adding. This is confusing to some of our end users. There is nothing in the documentation on this being a field that shows all of the recently added goals until you hit dismiss or refresh the page. Is there a way to not show this field or to update the documentation to reflect the actions needed to clear out the orange bar, or to disable it. 

The current ADD button for Use Cases on our C360 re-directs to the standard SFDC process for adding a new case. We’ve made customizations to this process, so our process doesn’t align with what is standard in SFDC. Is it possible to re-point the ADD button for Use Cases to a new SFDC page for adding use cases?

Is there a way in Gainsight to create custom Relationship Fields? My Team wants to create a Cost or Compliance Field and there is no option for that in the current Selection list to the Left  

Hello,We have a large number of rules in place and have had an issue with DCRM opportunity field dates being updated by the system that we need to troubleshoot. What would be the best way to track the audit trail back to identify which rule is making these changes so that we can try to resolve?I’ve read that some admins have had success creating reports to identify changes made by the system--can anyone share more info about how they did this? Thanks!

Hey All!  Looking for some advice on the best way to define user groups/dept. within a customer account.I have a few accounts that I work with that have completely separate teams for different products.  Is there a way to tag users/define users to show they are part of a group so I can easily see on the account timeline what emails, meetings, and notes are for which team? I did some reading on relationships in GS but I’m not sure this is what I’m looking for.  Thank you! 

Hey everyone, let’s assume that I am starting a Slack support channel for our users. Is it possible for every question asked in the channel to also be turned into a post in the community?   Thank you!  Idan 

I am new to Gainsight but have been asked by a user.. is there anyway when a CTA is closed, that the affected/linked case in Salesforce can also be closed at the same time? the user said this would help them save time between screens/systems versus having to manually close the case in salesforce when a CTA is closed for that account as well. Thank you.

Our organization uses Zendesk for support and for our knowledgebase (Zendesk Guide). We are leveraging the federated search and ticket escalation integrations between inSided and Zendesk. We have another use case for an integration that I am hoping will be possible. We want our support reps to share relevant community content in tickets whenever possible. Rather than having the support team search our community separately from Zendesk when they’re working on a ticket, I thought it would be great to add the inSided embeddable widget directly to our Zendesk agent portal. My idea is that the embeddable widget would live directly on the page where the support agent is working on a ticket. Based on the information in that ticket, relevant community posts would populate in the embeddable widget, recommending content for the support rep to link within the ticket to help the customer. Is anyone doing this successfully? I would appreciate guidance from someone on how to set this up in Zendesk.

Hey @matthew_lind!  I hope you had a wonderful holiday:)I was hoping you could help me with something.  We want to add the Full/Partials to show in a section on our Account Health Dashboard…. snaps below: I know I need to build a report first, but I’m not totally sure on what data I need to pull.I hope that made sense…  Please let me know if you need more context or have any other questions.Thank you!!~Melissa

In our continuous endeavor to improve our rules and data processing platform, over the last two quarters we have done many changes which have significantly improved the average wait times across our customer base for rule runs. This post shares a brief on the changes we have done and the impact it has had on execution times.We have moved rules into our micro service architecture and have also scaled our infrastructure to meet the growing number of data processing executions. Additionally, we have also worked on improving context switching and micro batching of jobs resulting in reduced wait times for the rule to be picked up for processing. Because of these changes, we were able to increase the parallel rule executions for our customers.We pushed these changes in a phased manner starting early September 2022 and completed in October 2022. We have seen 51.87% improvement in average rule execution times from its peak in Aug 2022. Rules execution time is calculated as the time difference

How are you pulling metrics related to gamification? 

Hi Team,I am making REST API’s call to Gainsight objects and fetching the data.In order to make the API calls we need to generate the access token and pass it in the header.To generate the access token we are using grant_type=’refresh_token’ and passing new refresh token each time. But somehow getting issue as ‘ Invalid refresh token’ . Wanted to check is there any other way apart from the refresh token to generate the access token and get the authorization done?Let me know if any more details needed. Thanks in advance!!Priyanka

Within Gainsight Home, what is the date range of the NPS Widget?

Me and my team are having trouble getting one of our newly created Success Plans to allow us to select the Templates we have created. We created Playbooks along with Tasks and the Templates aren’t showing up in the selection area for Templates when creating a new Success Plan. All of our other plans are working properly. What could be the problem here?

Greetings!I was wondering if anyone here has gone through a content restructure in your community? Long story short, in about a month we will be changing our site structure so some of the content will need to be moved to a new location. All the content will be moved on the same day, but I’d like to set it up so it is seamless on restructure day.I was thinking I would give each post needing to be moved a Moderator Tag to easily filter on restructure day, then leave an internal note with where it needs to go. But I don’t know if that is the best way to approach it so I’d love some ideas from y’all if you have them.Thank you!

Hi Team,I am making REST API’s call to Gainsight objects and fetching the data.In order to make the API calls we need to generate the access token and pass it in the header.To generate the access token we are using grant_type=’refresh_token’ and passing new refresh token each time. But somehow getting issue as ‘ Invalid refresh token’ . Wanted to check is there any other way apart from the refresh token to generate the access token and get the authorization done?Let me know if any more details needed. Thanks in advance!!Priyanka

Is anyone else having an issue when you save an Article or Product Update and the draft includes a link to another article in the nice-looking preview format -- and then when you go back to the draft, the preview format is gone and you just see the URL to the article?

Not sure if I am missing something but is there a way to edit the permissions of some primary roles?  I would like to give the permission to registered users to edit their posts for 60 mins after posting, as we can do for custom roles. Is this possible? 

Hi,do you know if it is possible to customize the options available in the new C360, for the button “Create”?My team would like to have “Call” instead of the 3 that are there.Thanks! 

As you know people are using mobile the most. So UX with mobile should be prio 1.Based on that why ranks are hidden from topic view when using mobile?This is problem when it is important to know who is employee. Rank icon and icon next to avatar are way too small. There should be more powerfull way to identify the employees.

Hey,We would like to share some dashboards automatically with certain user groups. Currently, we have a team that does not have full licenses and therefore we have to share the corresponding dashboard with them manually. Is it possible to create user groups and automatically share the corresponding dashboard with this user group? And if not, are there other solutions or ideas?  Thanks in advanceAdrian

Hi all,I have exhausted every article in Community and on GS Support, as well as reaching out to Support directly on this issue. I have been struggling with the Timeline POST API for a few weeks, I have tried modifying my payload a number of ways and consistently get this error:   "code": -701,  "error": "DB_EXCEPTION",  "message": "DB exception occured.",  "breakingNews": "Sql exception occurred while processing",  "data": null,  "path": "null",  "status": 500 I do have someone from the GS who will be troubleshooting this starting January 3rd, but I am curious if anyone has an example payload (not response) for posting external information onto the Timeline as a specific activity. Thanks!

Season’s greetings everyone!  , We hope everyone is having an enjoyable festive period, just to let you know that we will be operating as normal between 26th December - 31st December although with a slightly reduced head count which could cause a slight delay in support responses. You can still submit tickets to support@insided.com and we will endeavour to answer these as quickly as possible. We will of course continue to monitor the support desk for any urgent issues 24/7. As always, please continue to submit your questions, ideas and conversations to inSpired. We hope everyone has an amazing holiday period and thanks to everyone for an amazing year, to all our amazing community members for making inSpired the community it is today!  

We are trying to turn on the automatic registration option for SSO. However we cannot find where exactly we can enable it. To be clear, we have successfully enabled Token JWT SSO. Can anyone provide any insight?