Discuss Gainsight Products

I know this thread is related to API but closely follows what I was attempting to pull right now in my exported CSV. [mod edit: moved this question into a new topic]Exported a CSV for all topics for the month and wanted to group by content type - Ideas - then drill into Product Areas but didn’t see a field for this. I presume it’s also related to why there isn’t an endpoint for this field in the API as well.. Can you confirm ​@Kenneth R or anyone familiar with community analytics. 🤔

We would like to be able to manually determine the sequence that articles appear in their categories. I don’t see any way to do it, and the default appears to be random; it’s not based on created date or last edited date.Has anyone been able to create their own sequence?

The Staircase AI Executive Dashboard has many use cases - from ELT to managers to ICs like CSMs and AMs. From a tactical perspective, one of the most important use cases of this dashboard view your CSMs and AMs should take is a zero inbox approach to the risk cards (in red). There are 7 out of the box risk cards covering dark customers, churn or sentiment risks, accounts that are single threaded, etc. All things that can potentially lead to real logo or revenue churn if not addressed as quickly as possible.I created a quick video to outline this use case and how each IC can filter the view to their book of business and take action according to what they see:  The team can use the Exec Dashboard directly to action these risks or you can push them as notifications to Slack or email, or send them back to your CRM or GS CS to create tasks/CTAs for your team to action. Check with your CSM for more info on each option if interested. If your team is using this approach already, please share w

We would like to have the ability to survey internal Gainsight users. The use case would be to get feedback on how they use the tool, dashboards used, NPS on the tool etc. The function could be similar to the Users category when creating a Journey Orchestrator program and allow us to target surveys at particular user groups.

Hey everyone,Is there any way to create multiple leaderboards via gamification? Maybe leaderboards based on custom roles? Context: We’d like to keep our regular external facing community member leaderboard...but we’d also like to have an internal one for ranking our team members on how they’re contributing to our community. 

After countless conversations with customers and digging into resources from other training pros, I’ve come across a ton of tools that teams are using (or exploring) to level up their course content and learner experience.Here are a few I know customers are actively using within Gainsight CE: -Articulate Rise- Iorad- Genially - Storylane  - Synthesia  -LuvvoiceAnd here are some others I’ve seen floating around (though I haven’t personally tested them in CE yet):  Learnexperts, Mindsmith, Thinglink, Guidde, Arcade, Navattic, Storyline, Camtasia, Twine, Yo Scenario, Parto.io, Chameleon Creator, VideateThere are so many tools out there, and what works best really depends on the type of content you’re creating, the structure of your training, your product, and your current content creation workflows. But I’m confident there’s a tool (or combo of tools) out there that can support your admin team while also engaging and educating your end learners in the best way possible.What tools are you

In our community I created a rank for banned users. So if your role is Banned Users, you get the rank of BANNED. It’s right near the top of the rankings, so it gets priority.For most users, it works fine: But, for other users, they get a lower ranking, even though their role is banned user:Am I missing anything obvious here?! 

Hey, quick question—how do I manage or update email campaign subscriptions for users now? As an admin, I can filter by 'Registered users,' but that list seems to be capped on my end. Just trying to understand the current workflow.

Gainsight has decided to deprecate the Email Logs object in the next few months in favor of Email Log V2. For context, Email Logs is the original Gainsight email reporting object, and it lacked any external MDA lookups. It was useful for finding non-program sends, and bounce reasons. Email Logs was one of my favorite email reporting objects, because it can show ANY type of email send from your instance.Email Log V2 is even more effective than its predecessor - it has an expanded list of fields on its schema (sourced from Email Raw Events lookups)  and MDA lookups that make it a much-improved analytical resource.Before I get into discussing the basics of Email Log V2, I might as well provide the following “intro to Email Reporting” disclaimer:There are two classes of email reporting objects: Program reporting and Email Reporting All Program related objects start with an AO prefix – stands for Advanced Outreach; the original name for a program. The two most useful AO objects are AO Emai

I want to control the order of my articles in my knowledge base categories so they are ordered in a logical way top to bottom. I think the way to do this is to edit the category and use the Topic Order feature for pinned topics. But when I click to pin a topic(s) they move into that section fine, but once I hit save the screen refreshes and they are no longer saved as pinned. Am I doing something wrong?

Hi folks,Getting desperate for some solutions and thought I would crowd source to see if any of you had this issue and had resolved. We all know that the last release had some changes that required MS Admins to approve permission for the Gainsight Outlook App. That worked like a charm for most of our Users.  However, I have 4 Users that we cannot get to make a connection with the app. Out CIT has uninstalled Outlook and the App, validated all the versions and we are having no luck with these users. It isn’t even connecting enough to get to a screen where they could sign on. My low tech skills tell me this isn’t an App Issue , but probably something specific to their network credentials , but we are at a loss and they are weeks behind in being able to log emails. 

Hello Team, We have Configured the GSID type field in the Success Plan configuration, and when they search for a name, it displays correctly in the results. However, upon saving, it is recorded as a GSID.​@pgeorge 

We need to creata CTA that triggers a playbook, when a specific case record is created in SFDC.   Having trouble setting up in Rules engine.

Hey,I see that the Gainsight community and a couple of other communities have this advanced filtering widget on the left hand side, but our platform doesn't.Is this something that needs activating in the admin side? 

(Not sure this part is relevant but adding for content)  - we use SSO to enable our customers to create a user when they first access our community from being logged in within our product. Our whole community is gated for registered users only. When they go the user registration page there is a link and requirement to accept the terms and conditions. But the terms and conditions are in the community and so the user needs to be logged in to view them. So they can’t view the terms before registering. Is there a way to make terms and conditions accessible without being logged in? 

Looking 1 or 2 customer-facing slides for our CSM playbook. We want to illustrate to new customers how our CSMs will leverage Gainsight throughout their customer journeys. Thank you!

The out of the box Staircase AI Health Score is comprised of 4 components: Sentiment, Engagement, Response Time, and Open Items (support). Each component is weighted using a statistical model but can be customized by your Staircase AI admin to fit your needs under (Settings > Configurations > Health Score). To ensure these components are clear and to cover best practices of using each component to address customer risk and opportunities proactively, I created the below video series:  Sentiment Score & Framework Engagement Score Response Time Score Open Items Score Would love to hear about how your team is using these signals to optimize client outcomes and your own business metrics successfully. Let’s discuss in the comments below! 

It’s not clear from the documentation. My guess/hope is userInput? Update: Vote for this idea 

Hi there,We’ve added some custom links to our embeddable widget, but the “Ask the community” link seems to be an out-of-the-box option. Is there a hidden phrase that allows you to edit that specific language? The closest thing I’ve found is Module: forum // key: Ask your question (but that didn’t seem to work). Any ideas? 

Does anyone know how to change the link button in the community?Can this be done via control or is this custom .css? Thanks!Anthony

Attempting to troubleshoot a moderation issue with one of my community’s more active members. Shortly after account creation she inadvertently triple-posted in the community and now all of her posts are sent to the moderation queue as spam. Another wrinkle, the word “Associated” is part of her company’s name and email domain.I saw this topic about someone’s access issues in the Gamechangers community and have reviewed her posts against our banned words lexicon, but see nothing to trigger a similar result in my community.Anyone else have a similar “shadow ban” experience and find a resolution?

For surveys, there’s an out-of-the-box Snooze feature that I’ve toggled on for our NPS survey. Snooze option in Engagements > Survey > NPS Survey > Editor I can’t find any metrics on usage (and by whom) of this feature within the survey. Analytics > Engagements > Survey Performance shows only Views, Responses, and Response Rate Analytics > Query Builder only gives options for Viewed and Completed as the interaction type. 

NPS is a field that can be mapped from PX to Salesforce Accounts using the SFDC integration:Mapping Account fields, Nps shows as an option, as well as other time-based Nps elements But I don’t see that as an option for Contacts:Mapping for Contact fields. These are listed alphabetically and NPS does not appear as an option. Is this just not possible or do I need to set up something with the integration?

As per the title…  Am I able to use the API to obtain the ID of draft articles?We want to get the ID to externally keep as a reference with the content management system.

Hey everyone,I’m currently exploring ways to build stronger feedback loops within our customer community. I want to make sure members not only feel heard but also see their suggestions in action—whether through product updates, new content, or process changes.I’m curious how others are approaching this. Do you have specific workflows, tools, or even roles assigned to manage feedback efficiently inside your community space?Also, how do you close the loop publicly so other users can see what’s been done with the input? Thanks in advance!