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I have a scenario where we are still relatively small as a business meaning that when a survey response is received, we have a CTA that goes to the CSM. In addition however we want our Head of Customer Success to also be notified to review the survey response. I cant find a way of doing this via the survey/JO route, has anyone done anything similar?My alternative I guess is to try and create a rule that looks at survey responses and creates a CTA.Any thoughts?

Missed our webinar last week on “Do More With Less: How to Configure Gainsight for Digital-First Engagements and Pooled CSMs”? You’re in luck, you can find the full recording here: In this webinar learn configuration that can help your CS team scale. Presenters from Okta and Glint will go over:-How to configure a Journey Orchestrator Program to onboard new users- How to build Health Scores to prioritize outreach- How to build a Dashboard to track a “pooled” customer success team

I know this was slated to start in December. I was wondering, high level, how this is coming along for those that are testing. thank you.

Hi All!   While working with our PX customers to build awesome custom PX Dashboards, we tend to spend some time explaining what a “PX session” is and how we calculate it for the “Average session duration”,  “Session count”, and “Session per country” Dashboard widgets. See below:   For those that need a refresher or do not know, here is what a PX “session” is… PX sessions are calculated based on application usage activity tracked by PX and are independent of your application's session settings or logins/logouts.   A PX session starts with the first event tracked for a user and ends when 30 minutes of inactivity occurs (PX has not seen/tracked any activity for that user).   The next event that PX tracks for this same user … whether it is 31 minutes from the last event or the ve

Getting asked from my Marketing group about best practices around “who” the NPS heads up email and actual survey should come from to get the best response.  Should it be the CSM?  An exec?  A generic email?

What is the difference between client and customer?

Hello Community users! Use Case: How can I track a feature/event upon click only once per session?Example: User A logged and clicked thrice on the button but it should count only as 1 - as it comes under single session for AIs it possible? Yes! its possibleHow can I implement?The above ask is possible using custom events and custom code.Here is the video recording of the usecase : https://share.getcloudapp.com/nOukXpAO Please find the snapshot of the code:Javascript Snippet:

Hi All, I have had this issue for months - and I have resorted to using Firefox to only build reports - where my Chrome browser cannot select a Data Space in Report Builder. You click the arrow to open the DSpace dropdown and it just sits there.  Sometimes it loads after 60 sec, sometimes Chrome offer the option to kill the page due to long load times, or it will simply do nothing. I have made sure I have updated my Chrome to latest stable version, reset my Chrome settings to default, and cleared all cache/cookies for all time. Nothing helps. Anyone else experience this? Anyone have any workarounds/ideas?

So, we recently moved to a new scorecard.  In doing so, we included some of the measure from our old scorecard as well.   One of those was a Sentiment score.   We have reporting that takes a look at the last time the sentiment was modified, but with the move to the new scorecard, all the modified dates reflect the date of the move to the new scorecard.  Is there anyway to get the last modified date specifically for that measure to reflect the date from the old scorecard measure?

I need to edit this page, as the journey I took as a customer, I clicked on a helpful link suggested against a topic I was on and got to the page not found page, which just told me to email...... The most likely cause of this is not an error but that we've merged the topic, therefore this page needs to highlight that, help the customer realise there is already content on this subject and push them back to search! Anyone know how to edit this? Darran

Hello Gainsight team, After the latest update (weekend of October 10th, 2020) there is no longer a refresh button on the Timeline.Prior to this week, you could refresh only the timeline, without having to refresh the entire browser tab.With that button gone, you must now refresh the entire browser tab to see updates to the timeline.

There’s not much info about timeline access being restricted in the community so I wanted to share this. If you ever find yourself on the global timeline with no access and this message:We're sorry.Timeline access is restricted in this tab.Please contact your Gainsight admin to get this resolved. With this screen:   You will want to enable Global Timeline. Go to the Timeline administration page and scroll down to the Enable Timeline section. All you’ll need to do is click on “Timeline Primary Tab” and voila!  This toggle isn’t something admins use on a regular basis so it’s easy to forget where it is. Hopefully th

How are admins reporting on the success of a program (just email steps, not NPS or Survey)? I rolled out a few programs targeting contacts with missing subscription types and need to report on how many contacts took action and subscribed after receiving the emails. These are boolean fields that were blank to bring them in but are now true - and there are calculated fields in the program tracking this value (maybe something I can use?). I’m not very familiar yet with Data Designer but started there - and bringing in the two data sets (AO Participant activity) and Contact, the merge returns 0 results. The same datasets and merges in the Rules Engine generate results. Maybe I am going down the wrong path, but I’d like to hear how other admins track what would be a conversion?

Hello - I’m migrating our NPS survey to Gainsight. After a participant has answered the survey, we have typically sent out a different email to those that responded with a comment and to those that didn’t add a comment (asking one more time for feedback). Is it possible to do this in the JO program? Have it send one type of thank you for the ones with a comment and those without? Thanks!

Hi everyone -We are starting to build out health scoring for engagement.  One thing we wanted to track was how long it’s been since the last ticket was created, and use scoring.  We are using Zendesk, and the Zendesk object to do this.I’m encountering an issue with the rule to populate the score since there is no last ticket created field. Any advice would be appreciated! 

No way to clone a NPS program but be able to switch the survey to another survey, right? I can’t switch to another survey once I have built out the entire program with it. Happens all the time when we create a program and clone it and want to use another survey with it but we can't because the cloning also clones the survey associations. This is a very desirable/quality of life functionality needed.

Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory (VCA) about?We want to build Journey Orchestrator solutions and integrations for all post-sales customer journeys and use-cases. For example:Solution for Renewals  - to automate end to end renewal journeys from sending the first renewal reminder emails to automatically sending quotes. Solution for Webinars - Sending webinars invitations to the right set of contacts and closing the loop by taking actions based on if they registered/ attended.We want to listen to your feedback an

Hi everyone,  I’m going to be reaching out to my community members to speak to them about why they visit, what they want to see more of, less of, and the rest.  Any tips for how to go about this? How to frame the questions? What about security or legal considerations I have to make to protect me, the business and community members? 

What are embeddables? and how can I benefit from them? how can we get the most out of them?

I’m only seeing the ability to add fields to a layout but then cannot go back and remove after saving. Is this something GS Support has to handle? EDIT: Turns out I renamed the fields “Plan Description” and “Company Highlights” which is why I couldn’t find the fields. 

Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory (VCA) about?Gainsight Surveys gives the ability to create Generic, NPS or CSAT surveys and also import NPS and CSAT responses from other tools in a scheduled manner. Gainsight Surveys also provided a provision to import NPS and CSAT responses from external tools in a scheduled fashion. We would like to understand your use cases, pain points in using the tool, and also try to understand what other external survey tools you are currently using. Who is the right person to Enroll?Any active users of Surveys. 

While we love the ability to capture these partially saved survey responses, I have gotten the suggestion from a few customers that we need to have some kind of customization to this process. Here is a specific use case that customers have asked for.  Question 1 - NPS (Mandatory) Question 2 - NPS comments Question 3 - Referral? (Mandatory) Question 4 - What type of referral What we are seeing is that even though questions 1&3 are mandatory, if someone logs in and fills out the answers to 2&4 and the partial save kicks in, it will save that response. When clicking on the survey, the unanswered questions don't even show up. The concern from the customer was that something was incorrect on the survey configuration. Furthermore, another customer is driving downstream processes (like creating escalations) using things like rules engine.   My Ask: Can we give the user the option to not save the survey

We have a survey (Surveys 2.0) currently running for our professional services team, who have Viewer Gainsight Licenses. Since they don't use Cockpit, we have a program set up to email them when a response is received from one of their customers. It includes the overall satisfaction answer, but we'd like to include a link directly to the full survey response to make it easier to navigate. Is this possible? We're currently driving this off the flattened survey object, and I didn't see anything there, but would be open to pulling in other objects if I knew where I could acess a direct link!

Curious if anyone has received reports of drafted timeline entries about a week old disappearing without notification? I understand if we reach an org limit on drafts, notifications will be sent to users with older drafts before deletion, but in this case a user is reporting drafts created last week for two separate clients just vanishing.