Discuss Gainsight Products

Gainsight timeline :- Would it be possible to update Meeting Type to allow selection of multiple options? This would enable to tag the timeline entry with multiple meeting types as most meetings cover a variety of topics.

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 October release.In our release notes, Ideas that originated on Community are marked with the “C” icon.PX October Release Notes

'This is a huge consideration on Community history, we like to thank everyone for posting your thoughts on Community. @All - 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 many suggestions from the Community in the v6.18 release! In our release notes, Ideas that originated on Community are marked with the “C” icon. SFDC edition v6.18 Release Notes

Hi all, new to the community so please take it easy with me :PIm trying to find where to change the phrase on top the search bar “Welcome to the ____ Community. Anyone knows where to do this?Thanks!

I was asked to build a dashboard for an executive who has a view only license.  Since view only licenses can’t view dashboards, I decided to share the dashboard. The problem is the reports do not have labels or numbers without using the live dashboard and hovering over each category.  Most of the reports are in pie charts. When I share the dashboard, it is in a PPT and is not interactive.  Is there anyway to have the values display on the graphs or share interactive dashboards with view only dashboards.  

Hi all, I did a search for this ahead of time to see if anyone has already asked this, but maybe I’m not using the right key-terms here. Anyhow, I was wondering if there’s a way to do a redirect link in InSided Community? I’m no coding guru, so bear with me, but I am trying to create a redirect link so that I can track a particular funnel for attribution. For instance, we are running a test where we want to promote our community to Shopify users, so we want to use a link like “community.Klaviyo.com/shopify” so that we can track it without having to build a UTM parameter for it (which is clunkier and we don’t have the ability to make the link clickable, so someone would have to copy and paste a long link). Looking to see if you guys have any suggestions for me on this!Thanks, -Cass. 

We just created some milti select picklist fields in the contact object in Salesforce. When creating a report builder and trying to add the fields into a Gainisght report, I notice that the fields are not available. Is this expected that Gainsight does not support multi select picklist values in Report Builder? Is there a workaround???

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?