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7648 Topics
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Will Meeting Assist integrate with Teams?

Word on the street is that Gainsight is working on Meeting Assist integration with Zoom.  Is integration with Teams in the works as well?  If so, any ballpark ETA on that?

1093
S
4 months ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
🌊 🛟 Why Rolling Averages of Support Tickets are a Lifesavor for Customer Success Teams

Ever feel like you’re drowning in a sea of support tickets?We’ve all been there! That’s where rolling averages come to the rescue. Imagine having a lifeboat that smooths out the chaos, letting you see the bigger picture of your customers' needs. By tracking the rolling average of support tickets per customer, you get a clear, steady view of how things are really going. This metric helps you spot trends, catch potential problems before they explode, and make sure your team’s time and energy are used wisely.But how do you know what is a good vs bad number of tickets or type of cases to be entered?  A large number of support tickets can indicate an uneducated or dissatisfied customer. Conversely, no support tickets can be indicative of an unengaged or at-risk customer. At Gainsight, we look at each customer’s rolling 90 day average of tickets and then compare weekly trends against that average to look for spikes or declines. In this way, we are measuring each customer’s number of support

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AngelaBrown
4 months ago
C
cmjwattsContributor ⭐️
asked in Customer Communities (CC)
Community Building Strategy - Does anyone have a sort of initial charter or way they created buy in from their team before launch.

I am creating the community for the first time at my company. I was going to put together more of a sales based type deck on the impact, focus, how we can do it, who is involved. So its kind of like a charter, but I think a few more elements to consider.  Does anyone have a good template for this? 

544
Charles Dane
4 months ago
spencer_engel
spencer_engelExpert ⭐️
posted in Customer Success (CS)
How to Report on Cheat Sheet Usage

I know that there is a desire for easier reporting on Cheat Sheet usage data, and I agree that it would be nice to have this data in Report Builder, perhaps in the GS Asset Usage Tracking object. In the meantime, however, I did want to share how we are reporting on Cheat Sheet (note: this only applies if you have access to Gainsight’s Administration tab.) If you go to your Administration > General > Gainsight360, you’ll see two different relevant reports: Overall Usage Page Views Events and Feature Usage. In both of these you can access the filters and manually change one to include “contains Cheat Sheet.” Here’s how the filter looks for the Overall Usage Page Views Events tabular report. I changed Filter F, and from here can download the data and manipulate it via Excel. As for the Feature Usage report, this is a report that shows count of actions by feature. The individual Cheat Sheet actions Gainsight tracks are actually pretty detailed and clearly labeled in my opinion, so I

1463
dcassidy
4 months ago
kelly
kellyHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
Data Design Previews Don't Function as Expected

The Data Design preview function, more specifically the Merge Preview function, is borderline useless. Maybe 1 out of 20 times will the preview actually generate anything. Is it because the merge has 0 results? Is it because I merged on the wrong fields? Maybe I have the wrong join and it should be left instead of right?Impossible to know without fully running the data design, and if you’re working through multiple joins within a design you have to join a potentially non-functioning merge into the full data set - whereas if the preview actually functioned as expected I could adjust as needed without having to complete the design. When working with large data sets, it’s extremely time consuming to always have to run a DD for each Merge to validate the output when the Preview feature should function. I don’t remember having this issue so often in the past. Lies 

694
Dheepak G
4 months ago
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stefanoboniContributor ⭐️⭐️
asked in Customer Success (CS)
Report on users involved in a Success plan

Hi all, diving into all the Success plan functionalities, we have found the need of pulling up a report of all the task owners involved in the Success plan.As you know many people can be involved in a Success plan (Employees, Customers and Partners). Is there a way to create a report that list all the task owners in a single Success Plan while grouping them by Team (Customer, Employee or partner)? Maybe using the domain of the email, in this case instead of having a general Team (Customer ,Employee or Partner) we will have the specific name of the company.One idea could be to add a a field on the Task level with the Team, but it would involve our users to do an extra manual step.Thank you very much! 

312
S
4 months ago
Rhonda
RhondaContributor ⭐️⭐️
asked in Customer Communities (CC)
Need to Improve Username Quality

Hi Community :-)I work for a SaaS company and our customer community authenticates against our product, so customers get an SSO experience and only our customers and employees can access the community.When a customer visits the community for the first time, they are prompted to enter a Username. Like thisMy challenge is, b/c this is the first experience many customers have with our community, this prompt can seem like a hassle, so they enter something like “123abc” just to clear the prompt and later, as they become more active in the community, they regret the throw away user name which can only be changed by a community admin. So a few questions:How do a modify the text that displays on this account creation prompt screen? Has anyone else encountered this? What did you do? Thanks y’all :-) 

593
DannyPancratz
4 months ago
rakesh
rakeshLets put your data to work!
published in Customer Success (CS)
How to post to slack any data programmatically from Gainsight (Rules Engine and JO)

 This video shows how to post any message to Slack from Rules Engine (or JO) leveraging External Actions in Gainsight. We use 2 methods that Slack has to do this:Webhook (first half of the video) OAuth authentication (2nd half of the video)

76816
sarahmiracle
4 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Crank Up Recap - Unlocking Your Product's Power: A Guide To User Adoption

In this webinar hosted by Gainsight, @gloriamavungu and I delved into the intricacies of boosting product adoption through effective user engagement strategies. This post outlines the key topics and insights from the webinar, designed to help product managers and customer success teams maximize the potential of their products. Understanding Adoption & Key FeaturesFeature Adoption is the cornerstone of successful product usage. Identifying and tracking the key features that drive user engagement and deliver value is essential. This involves understanding which features are most utilized and which ones need improvement. The webinar emphasized the importance of continuous monitoring and refining features based on user feedback and engagement data. Product-Led Growth: Optimizing the Customer Journey : Product-led growth (PLG) focuses on optimizing the entire customer journey, from onboarding to growth. The key stages highlighted include:Onboarding: Providing a seamless onboarding exper

270
Surendra
4 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Crank Up Recap - Master Churn Prediction and Prevention with Gainsight PX

In today's competitive market, understanding and preventing user churn is critical for sustained growth and customer retention. The recent Gainsight PX webinar titled "Mastering Churn Prediction and Prevention" @gloriamavungu and I provide valuable insights and actionable strategies to address these challenges. Here's a detailed overview of the key topics covered in the webinar. Understanding User ChurnUser churn, the rate at which customers stop using a product or service, is a crucial metric for any business. High churn rates can lead to significant revenue losses and signal underlying issues with product quality, user experience, or customer support. Understanding churn helps businesses allocate resources effectively, improve product offerings, and engage proactively with customers to build a loyal user base.The Importance of Predicting User ChurnFinancial Impact: Reducing churn is more cost-effective than acquiring new customers. Customer Satisfaction: Identifying churn drivers can

600
Surendra
4 months ago
Mark Green Consensus
Mark Green ConsensusHelper ⭐️
asked in Customer Communities (CC)
When SSO customer users leave their company

Hello folks!We’re looking to bring CC into our company, but I’m confused about a scenario perhaps you could help with. Meet Jane. Jane could be a user at ABC Corp, a customer of ours.Now of course, we want Jane to be SSO logged into the the Community so she gets the custom role as customer and access to customer-only areas like roadmap and beta stuff. Jane gets a new job at XYZ Inc. XYZ Inc is NOT a customer of ours but we don’t want Jane to lose access to the wider public community stuff, she’s a great advocate for us. So, What happens when Jane leaves ABC Corp and wants to log into the community - is she able to as she no longer has access to her ABC Corp email address, nor our product login. How do we know she’s left? As Gainsight articles support, we don’t want to be an HR system so want the switch from customer user to public user seamless and easy for Jane. When Jane joins XYZ Inc which email/login does she use? Her new company email won’t be associated with her Gainsight CC user

773
security_lion
4 months ago
Naheed Khan
Naheed KhanContributor ⭐️
asked in Customer Success (CS)
Analyzer : View dataflow of object used as a lookup field from base Salesforce object

Hi All,         We have a scenario where one of our Salesforce objects [Obj 1] is being retired/replaced with a new object [Obj 2] (to be specific - D&B Connect replacing D&B Optimizer). Now, I need the ability to scan through our entire Gainsight instance and identify all the places [Obj 1] the object to be retired, has been used. This is in order to make the switch to [Obj 2] the new object, in time for the cut over. [Obj 1] has been mostly used as a lookup from the Salesforce Account object.  I tried the Object Analyzer. However, it appears to have a limitation that does not provide dependent lookup details for the base object. Appreciate any inputs in this regard how I can identify all the usage of a Salesforce lookup object any work arounds or alternatives to thisThanks.

671
Vipin
4 months ago
M
Marc.HoganHelper ⭐️
asked in Customer Success (CS)
CTA or Email Creation Based on Field Value Changes

Our Customer Success Department is requesting the following. Appreciate any input or recommendations.Creation of a CTA based on account status change. The CTA should be triggered when the Account Success Type field is updated to a new value. Can Rules act based on the field value changes i.e. Rotational to Focused Account?  Triggering of an email if a field value is updated. I found guidance related to a CTA task triggering an email but not a rule. Can rules send emails based on the requirement? I attempted to share these questions during Admin Office hours but received no response. Thank you for all your assistance. 

703
M
4 months ago
R
rhallExpert ⭐️
posted in Customer Communities (CC)
Tutorial: Scraping Blog Content and Updating Gainsight Community Federated Search with Google Scripts

IntroductionThis is my first tutorial on using Gainsight Community. I had to build something which could be automated to index our blogs in the Community Federated Search. Since I didn’t have a great deal of budget to use on this, I decided to use Google Apps Scripts to do it. Since I found it a little difficult to find tutorials or demos on this kind of thing with Gainsight’s APIs, I thought I would share this so that others can benefit.In this tutorial, we will create a Google Script to scrape blog content from a website and update the Gainsight Community federated search index. This process involves fetching blog URLs, extracting content, and sending it to Gainsight's federated search API. I’ll break down the entire process step-by-step, ensuring that it's as easy to follow as possible. I would LOVE to see any enhancement suggestions as well 😉 Step 1: Creating a Google Script Go to Google Apps Script: Open your web browser and navigate to Google Apps Script. Create a New Project:

1003
olimarrio
4 months ago
R
rucContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
SSO for Backend/Control

Hi, we are currently use SSO (both SAML and openid connect) for 2 types of end-users.Is it also possible to configure SSO to point to our IDP for the admin/backend/control users?

1115
olimarrio
4 months ago
D
Daryl PortchContributor ⭐️
asked in Customer Success (CS)
Mix panel connector event filtering

Is there any plans for mix panel connector to allow you to choose/filter events that you bring in from projects?

221
inagar
4 months ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Instruction Led Trainings Attendance update - How to trigger automatically

Been trying to find some information on this in the help center with no luck (this is the article I’m reading: https://support.gainsight.com/ce/Integrations_and_Add-ons/Learning_Tools/Instructor-Led_Training)  When we have attendees for our instructor led training, I can see how we can manually update if a registrant attended or did not attend, but how do we automate this? Is there an option I missed to have this log who joined the event? Doesn’t seem to be documented, but the specification that this is the manual approach implies there’s some automated way to do it too.

261
lila_meyer
4 months ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Northpass help center link doesn't work

Anyone know where to locate the Northpass help center?  When I click the link to “Help Center” here: https://academy.northpass.com/app/homepage , it sends me here: https://support.gainsight.com/knowledge which just says "Page Not Found”

313
NormRasmussen
4 months ago
Andrew Brown
Andrew BrownGainsight Employee ⭐️
published in Customer Education (CE)
Pulse 2024 Insights: Answering Your Top QuestionsArticle

Pulse 2024 in St. Louis is in the books—and what an experience! The first dedicated track to Customer Education sparked a ton of lively discussions and thought-provoking questions from the audience. Here are some of the most popular/common questions—and my answers: Couldn’t make it or want to relive every CE session? Check out the Pulse Library. 1. How can a Help Center and Knowledge Base complement an educational academy? Think of your Help Center and Knowledge Base as the go-to spots for quick help and deep dives outside formal training. They're great for reinforcing learning and answering those middle-of-the-night "how do I..." questions. You can also build upon your help center content by including thought leadership angles and use cases that add extra value. Meanwhile, direct users to your academy for detailed courses and learning paths when more structured, in-depth learning is needed. 2. How should training be tailored for users of a complex, niche product with various configura

160
Andrew Brown
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Learner Authentication + Public vs Non-Public AcademiesF.A.Q.

Determining the ideal login and visibility of your academy is important, and to do so, two settings in Gainsight CE need to work together: choosing between public and non-public settings and understanding the various authentication methods available. Let's dive into how these settings and methods interact:  Authentication Methods Gainsight CE supports 3 different authentication/learner login methods; below is the TLDR. For a more detailed outline, here is our Help Center’s Overview of Authentication Methods Pre-Registration Authentication:Learners create an email and password-protected account. Suitable for both public and non-public academies. Single Sign-On (SSO): Learners use a single set of login credentials to access multiple applications. Can be used for both public and non-public academies. Open Access Authentication: Requires only first name, last name, and email for access. Not compatible with public academies.Public vs Non-Public AcademiesPublic Academies are accessible to le

610
cdonargo
4 months ago
Tomas Trijonis
Tomas TrijonisContributor ⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Making Dashboards easier to navigate

Hi, Community.Does anybody have experience in making it easier to navigate across different dashboards? The current tiny alphabetized dropdown seems far from good enough for me as soon as people have access to more than 10 dashboards. (even with a “Favorite” feature now giving it some saving grace).I’m thinking that a separate dashboard hosting categorized hyperlinks to each dashboard might do the trick, but I’m curious if anyone has other good practices they’ve implemented.I really want users to have a clear bird’s eye view of the situation of what kind of Dashboards do they have available for them so they can easily make the call which Dashboard should be used at what time, what Dashboards are new, etc.

405
dayn.johnson
4 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Export posts to the excel?

If I want to analyze* certain topic and it´s posts, one option would be if I export topic and it´s posts to the excel. But it seems it isnt possible?Is there any workarounds for this kind of usecase?*= tone, pick up ideas/feedbacks etc. 

20026
R
4 months ago
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Employee badge not updating

Hi there! I have a quick question regarding badges. I went to control > gamification > ranks and added a leaf icon for our employee badges then clicked rebuild but employee badges are not showing on the front end of the community. Am I missing anything?  

345
baraica
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Previous and Upcoming Gainsight CE Office Hours Sessions

Missed out on or looking for any upcoming Gainsight Customer Education events? You’ve come to the right place! 👋  Previous Sessions: Gainsight CE Office Hours: Learning Paths- Recap from May 2024Gainsight CE Office Hours: Discovering Analytics Recap from June 2024Gainsight CE Office Hours: Group Management : from July 2024Gainsight CE Office Hours: Webhooks Tech Talk: from October 2024Gainsight CE Office Hours: (Email) Communications: from November 2024 Upcoming Sessions : January 2025: Strategy in Gainsight CE 

900
cdonargo
4 months ago
R
rhallExpert ⭐️
asked in Customer Communities (CC)
What happens to images that are uploaded, but then deleted due to a personal data issue?

What happens to images which are uploaded and then deleted? I just uploaded an image with a demonstration of a process and forgot to fully check it for personal data. I realised as soon as I had posted it, so edited the post, removed it and added an edited version of the image. But I am concerned about the image potentially still being on your servers.

845
Sudhanshu
4 months ago

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