Discuss Gainsight Products

We’re trying to see how often our KB articles are used (people aren’t great about those “was this useful” smileys) and I don't see a way to get pageviews by content type. Is that an option? I know the engagement section with pageviews is still in beta - will filter by content type be coming?

I’m trying to update the colors for different CTA Status values in NXT. Report Builder is not honoring the color configured for each status value in Administration > Calls to Action, so I figured I would try to just change it from the Report Builder custom color pallet. However, “status” on the Call to Action object looks up to DA Picklist, which is just an ID and is therefore a dead end.   The end result is I can’t differentiate colors and get a report that looks like this. Am I doing something wrong, or is this a bug?  

Hi AllI am trying to share a success plan externally and have followed all the instructions provided by Gainsight articles and the community page advice however it does not seem to be working for me. Any advice?Here are the steps taken: First Step: Followed instructions laid out by GiansightEnsure Success Plan sharing external is enabled Add person if they do not already exist. Give it 24 hours, since adding a person, to share the plan.This did not work Second Step: Option 1:When a Person is added, their data is automatically added as a user in Gainsight; however, their "license type" is not updated.When trying to update the user license type from "unlicensed" to "viewer," the "Update" button will not highligh

 We often hear from customers that are uncertain which survey to use between the options of Non-anonymous, Semi-anonymous, and Anonymous. Choosing the “wrong” one for your use case can lead to quite a bit of rework and annoyance, so hopefully this guide helps you choose the “right” one from the very beginning! Let’s take a closer look at each survey option and also discuss possible use cases.  Option 1: Non-anonymousThis type of survey is most typical and allows you to track each individual recipient in your metrics. You are able to use each Journey Orchestrator Program survey model, including CSAT, NPS, and Generic Survey. You’re a

I have a program and have pulled from Company object the SFDC Account ID, GSID Account ID and Name, yet they are all going to the default company. How do you ensure that the recipient is linked to the account they are associated with?

We changed our domain name some months back and I am hearing from a handful of CSM’s that had their SF set up with the old domain mention they cannot use the BCC feature to put emails into timeline. Can a GS admin add additional domain’s for those CSM’s that currently have the older domain set up or would they need the SF admin to adjust their profile?

Hi there,The PX API returns empty location attributes (city, country, latitude, longitude...) for all my users.Can you help? Thank you,Peppe 

I’ve noticed this weird issue after the recent upgrade to Gainsight NXT   I’m unable to paste any plain text from the clipboard to the rich-text fields in Gainsight NXT.  It will allow me to paste any pre-formatted text but does not allow “Paste as plain text” or Paste any text copied from a notepad (i.e. plain-text format) Also a Ctrl+Z does not work to Undo any activity within the rich-text box.   What changed? how can this be fixed?

Hi there, we want our members to register to an event via a link on the body of the event page, as opposed to the attend button. We can see the Zapier folks managed to remove it. Any idea how?Thanks in advance.  

We have some international reps who are using bcc to timeline for emails in French and are seeing a replacement character (diamond with a question mark) for special character letters, for example “é”, “è” or “à". These letters are relatively prevalent in their correspondence so it's making for an odd user experience. Is there any way to make these valid characters?

I’m noticing more and more of my users are using hitting ‘double enter’ for more space between paragraphs. Is this something I can fix when hitting a ‘single enter’? or is it just my OCD?  

We want to make sure we don’t send too many NPS surveys to customers, so we need to determine who has received a survey email in the last 90 days. NPS Survey Response only tracks responses, we need to know when someone received an email with a survey regardless if they took the survey

In Journey Orchestrator, is there a way to track if an email is deleted before it has been read?I think it would be a good feature to have where you can see if emails that have not been opened, have been deleted instead.

Hi All, Based on your feedback, we are pushing few changes in Timeline to make the user experience better. We wanted to give you an early update to help you get familiar with the changes.Here is a summary of what's new (and what's the same):1. Making Timeline more readable by making fonts darker, font sizes bigger, icons brighter, etc. 2. Resolving issues from formatting and copy-paste actions3. Making the notes section in the composer bigger and making it easier to take notes4. There is no change in other functionality. Below are a couple screenshots to showcase the improvements. As you can see, they are minor, but they make the experience a more enjoyable and usable one. 

Hi Team, 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 4 Customer requests/ideas in January release.In our release notes, Ideas that originated on Community are marked with the “C” icon.PX January Release Notes

I’m having a bit of trouble getting started with the API. I’m trying a token via OAuth2 and have tried from the terminal on my Mac and from the RESTClient add-on in Firefox. I’ve generated keys in production and our sandbox and no matter what I’ve tried, I get the same response: {"error_description":"Invalid client authentication","error":"invalid_client"} Example code from the API Docs that I’m also using from my MACcurl -X POST https://api2-us-west-2.insided.com/oauth2/token-H 'Content-Type: application/x-www-form-urlencoded'-d 'grant_type=client_credentials'-d 'client_id=<myID>'-d 'client_secret=<mySecret>'-d 'scope=read'I’m sure I’m missing something simple, but I’m hopeful someone can give me some pointers.

Hello,Everytime I log out and try to log back in I get the message my password is invalid, even though I'm very certain I am using the correct password. I use a password manager called Sticky Password Manager to autofill in login fields so I'm certain the passwords are not misstyped.Does anyone else have this? I'm left with resetting my password every single time I get automatically logged out. Kind regards, Mark

Being able to subscribe to tags and/or products gives the opportunity for users to follow specific topics on the community. Something that can be very valuable for community members. 

Hello -   I’m attempting to create a data space that houses some survey data.  The idea here is the customer takes this survey along the road of the customer experience and self assesses their improvements. I want to load their answers (which includes a survey answer timestamp) and then as the rule runs daily it should be bring any new people who have answered the survey and also the original people should they take the survey again in say, six months. Use case would be customer X takes the survey on 1/1 and then on 9/1 takes it again after working with the CSM for awhile.  The rules sees the timestamp is different than the 1/1 and makes a new record.  Now the CSM can see both survey responses from teh same person and see what improvements have changes. I have the following identifiers to help assist with this upsert:GS Company IDSurvey Answered time stampemail address. Every time I do a test data load it’s just d

Gainsight has introduced the following new feature and solutions in the Gainsight 6.21 release:Filter Solutions in Sightline Vault by tags, type of assets and publisher name to find the required solution. New Solutions Added in Sightline Vault: Advocacy Tracking, Sales to Onboarding Handoff, Welcome Email (Digital Led), Exec Dashboard, Sentiment Tracking, New Executive (Digital Led), and Executive Business Review (Digital Led).For more information, refer to the Gainsight NXT Release Notes 6.21 January 2021 article.

I recently started using Data Designer as opposed to building fields and using Rules to populate them - and I am in LOVE with it. So far so good, stability is great. One enhancement idea would be to allow for customization of the report drill downs from within Explore. What use cases have involved Data Designer for you in your org? I’m curious especially around standard and system objects, looking for use cases that could be applicable for us to get richer insights.  A few we’ve got:Open Renewal Playbooks (CTA) and status of the Next Task as overdue or not Adding a GSID to Zendesk Tickets (the native integration between Zendesk and Gainsight is not the best) Combining Zendesk Tickets and Comments (using SFDC as the source for the comments) Latest login to the platform for any contact/user at the company FQ Retention Rate  Attach Rate for Professional Services on New Business opportunities  Median

Discussion on the data setup in the User Survey Response. We have run into many issues with exporting to SFDC Survey Response, and wanted to share learnings. Each question/answer is its own record. If your survey has 2 questions, you will have 2 records in the object. The Foreign Key is the GSID for the survey. This can be used in a rule export as an update key or in reporting a row grouping If you have a questions with a multi-select, each option selected becomes its own record. For example, if you have 6 options and the user selects 3, there will be 3 records for the same question. You can make this into one field by applying the pivot and then transform using concatenation. Answers are in the Answer > Title for pre-set answers (multiple choice, etc). Freeform answers are in the Answer > Answer Text. These can not be concatenated. If you export, you should have a separate field for the free form text. We named it the same in SFDC

We’ve already explained five great reasons to upgrade from Survey 1.0 to 2.0. Now it’s time to get into the weeds a little bit and explain what exactly you need to do to make this transition as smooth as possible.If you're brand new to Surveys 2.0, you'll want to ensure you've completed all of these steps first before moving onto the last 2 sections.If you haven't already setup Company Person (and relationship person if you're using relationship), then we highly recommend your Company Person and Relationship Person objects are set up and populated (for more info on this, click here). Survey 2.0 is housed in our MDA, which means the Survey 2.0 objects have direct lookups to the

Hello Community! I’m trying to change the size of the New Feature that we are announcing today. I wanna make it bigger and bold. Also: is it possible to add a subheading below the News title?   

I’m looking for a way to float an image right or left in an article so that the texts  wraps around the image. Can that be done with HTML or is there an easier way to do it?