Discuss Gainsight Products

Hi,   One of our customers have a use case where,  They need to use a null value for a measure as an exception. The use case is when they have not received an NPS from a client and some additional conditions are met, the score should be set to orange.But it doesnt seem possible to use null score in the criteria.  It shows: 'Please select a valid score other than N/A'.  Please share your thoughts.

In the first week of May, Google rolled out a big core update which has a significant impact on positions and SERPs of many, many websites. Some people claimed to have lost over 90% of their Google organic traffic, while others did well from this update.   Our community seems to have been negatively affected by the update by about 5-10%, as far as we can see. My questions to other inSided customers: How have you been affected? And what actions did you take (or are you planning to take) in order to optimize your content? What inSided SEO features are you missing that you could make use of in this current situation? My questions to inSided: Did you do an analysis of the update and its impact on inSided communities? What is your takeaway from the analysis? How are inSided communities affected? Which (missing) components / functionalities are having a negative / positive impact on the communities’ search result positions? What technical optimizations are you planning to do in orde

Yes. In Salesforce Edition, all Gainsight Licenses come with the Salesforce Platform License which allows you to access Gainsight without buying a license from Salesforce. Of course, with NXT,  this discussion is a moot point. So how does this work? Gainsight is a Force.com application. This comes with certain advantages. One of them is that in order to use this Force.com application, you don't need to buy a Salesforce license first and then buy the application license. Salesforce allows a basic license called Salesforce Platform license for users of this custom app (in this case, Gainsight). Note, however, that platform license puts restrictions on use of Salesforce. There are lots of documentation available around that, in case you are interested including the one linked above.   Let's say you have a user called Kate Bennett. You will assign them Salesforce Platform license as below: You will assign a Gainsight license to Kate as shown below: So what will Kate view when she l

Want to know if your favorite product request is planned? Check out these Gainsight product-team led sessions from last week’s Pulse Everywhere event to learn more about what our product managers are focused on! Gainsight Platform Innovation (30 mins.) - Hear about all the powerful integrations Gainsight has planned for this year, plus real-time data processing capabilities, Relationship templates to simplify configuration, Scorecard setup improvements (coming in June!), ability to manage users based on teams or roles, and an enhanced Customer360 built on the new Horizon Experience. If you have questions or feedback, post it here -- our product managers want to hear from you! Show Me the Money with Customer Cloud! (20 mins.) - Learn about planned enhancements to renewal forecasting and data science, how you’ll soon be able to take action right from the analysis, and RO will help ensure you work with the right people to secure renewals, plus discover expansion opportunities, and pull

In our business every Quarter a number of opportunities are closed (won/lost). The following design depicts the opportunities won by each CSM in the last 120 days.  I’m considering only active customers for which opportunities were won.   Below is the overall data flow diagram     Fetch Customers and CSMs (fetch task) – Fetch all the active customers and their respective CSMs data. In my case, owner is the acting acting CSM hence I’m fetching Owner Id Name.     Fetch Opportunities last 120 days (fetch task) – Here I’m fetching latest opportunity data for each CSM in the last 120 days.     Merge Data (Merge task) – I’m doing a left join because I wanted to retain all the active customers and CSMs    Determine Accounts with Opportunities (Transformation task) – we are determining the accounts which had opportunities in the last 120 days based on the flag field shown after the transformation task     *From the aforementioned Merge, if we find accoun

That is an excellent question, I am so glad that you asked yourself this Link!!!    Since I work with many of our first time Gainsight PX customers during onboarding, I actually do hear this question from real people other than myself.    Therefore, I wanted to share a sample email … or even great content for another amazing PX in-app Engagement … that you could consider using to notify your users/customers/clients that you are implementing Gainsight Product Experience (PX) technology into your web and mobile applications.     As is always the case, please consult with your corporate legal teams to ensure that the language complies with your current user/customer/client relationship agreements.   ------------------------ Hi [User/Customer Name],   We have some exciting news to share with you!   In order to improve our products, collect important user feedback, and deliver exceptional user experiences, we have chosen to implement Gainsight’s Product Experience (PX) technology

As you build and launch your many amazing PX Engagements inside your web and mobile applications, it is 100% normal for some of them to perform wonderfully with high completion rates and calls to action (button clicks), while others tend to fall flat on their faces.     Of course, there can be many reasons for this, such as the messaging was not clear/compelling, the guide/slider was too long, the in-app Engagement was launched in the wrong place at the wrong time, you targeted the wrong type of users/customers … the list goes on and on.   If you have not already read our “In-App Engagement Starter Kit” or just need a refresher, definitely check out our “TRUSt Framework” that discusses our best practice recommendations for building effective in-app Engagements.   For brand new in-app Engagements … and even some of your currently active in-app Engagements … you can definitely measure and improve their efficacy through A/B testing.  This Community post is intended to give you a go

Just want to share some appreciation for existing functionality, in particular the ability to trigger private messages with rank changes and badges!  About a month ago, we added some new and/or revised messages, and I love how some members respond to the PMs as if they are truly personalized messages. It gives me a chance as a community manager to actually respond directly and make more of a personal connection.   

I have an account exec who has one of his accounts logging his emails to C360 and nor R360, we do not use C360 but do use R360. All other accounts, include his other accounts, work properly and send the emails to R360 using the email to timeline feature except his one account. We have no other employees or accounts send the emails to the wrong timeline. What could be causing this one account to use C360 for it’s timeline? I don’t know where to even start. I thought he might be accidentally configured to “account” instead of “global” but my manager feels the issue may be “when” the relationship was created in Gainsight. I don’t know what he means by that, so I don’t know where to begin troubleshooting if my first reason I came up with wasn’t right. Can someone explain what “when”  the relationship was created” means in terms of causing this error? Or point me to a resource to help? I don’t know what to even enter in my search to figure out what he meant. 

Our EMEA Gainsight team recently led a webinar on how your team can easily use in-app engagements in various formats–as guides, surveys, and notifications. They review you how to set up messages and segment to your heart’s content, so that your in-app engagements boost user experience, drive adoption, and lead to product growth. In this webinar, you’ll learn: How to make timely and targeted in-app messages 10 practical applications of in-app engagements When to ask for feedback to gauge user sentiment

We recently led a webinar with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. Even in the best of times, PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. Now, when people are more dependent than ever on products, that balance becomes even more precarious. In this webinar, you will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails.

I was just testing the new Google Calendar integration for cockpit. It seems like you can only manually add CTA's to your calendar when an automatic sync is configured. If I switch the automatic sync off, I no longer get the option to manually sync a CTA. Is that correct or am I missing something?

Hello all, I have set up an NPS Survey but when I tried to preview my question set up through a button at the program I am getting this message. Not sure what I am doing wrong. Any ideas? Thanks in advance.   

  Hello Gainsight Admin Community! Leveraging PX Usage data in Gainsight CS can be achieved by enabling Gainsight PX connector. Here I’m putting out the prerequisites that have to be considered while performing PX+CS integration.    Let us consider this use case Use case:     As you can see in the above use case we have a common identifier at user level i.e email. Hence the PX user ids can be synced to Gainsight CS via email. At Account level in PX we have a unique identifier PX account id but it is not possible to bring in the account data from PX to CS as we don’t have any common identifier at account level. Problems encountered: There isn't a common company identifier between CS & PX. PX data only has an email field to match at the User level. However, in order to sync over users, we first need to have an identifier at the Company level. We've attempted to map Account Name from PX to CS as well, but that's only matching about 50% of accounts and in some ca

Is your organization working on converting what would ordinarily be a big live event into a virtual event? Gainsight usually gathers thousands of customer success and product experience professionals in the SF Bay Area in mid-May, but this year our first-class marketing team took on the challenge of switching gears with less than 2 months notice, to deliver an amazing virtual event with 22k registrants. Along the way, marketing had to figure out how to track all of the attendees within the online application, engage more users than ever, and hopefully capture as many potential leads as possible. Enter PX. Problem: “How do you track attendees without badge scanning?”  Gainsight PX Solution: Mapping Feature Usage with Product Mapper Data is crucial for calculating event ROI, and is often difficult to capture—so much tends to be anecdotal or requires human effort to capture (badge scanning, attendee questions or feedback in person). PX allowed us to capture more Pulse data than ever b

Hi team,   We had one of our customers finding it hard to find the Slack Avatar table for pulling some data. The table has been renamed as “Companyname”_User.  So they were having a hard time identifying the object as the name doesn’t really say much and there is no description available. So would it be possible to Change the name of the table to something that says it is related to Slack? And also to add a description? Let me know your thoughts.

We are looking into moving away from Gainsight Connect as it is pulling non-customer and inactive accounts into our Company object.  Is there an advantage to using SFDC Connector 2.0 versus creating a rule to populate the object?    Also, we found in the SFDC Edition documentation that if any data which was previously inserted into Gainsight from Salesforce, is modified in Salesforce, corresponding data in Gainsight NXT is updated. Is anyone using the SFDC Edition and can confirm SFDC record changes are pushed into Gainsight or if NXT is indeed required?    Thanks.  

Does anyone know the attachment limit for timeline activities?

USE CASE:  With the current PX design, we can only add either links or images in the content of the Email Engagements, not the GIF’s. It would be awesome if we can have the ability to send the GIF’s, as Adding GIF to the email is a good way of making it more engaging.     Thanks, Shireesha

Hi Everyone, I am trying to find a sure​​​​vy’s ID. I am essentially using the survey ID as a filter for one of my CTA. End Goal: if a score from this survey ID is less than 4, then create a CTA. Does anyone know where I can find this survey ID?   Thank you!​​​

I am curious if I am missing something here or not.  Today if I get asked about an Email to Timeline email address I remove the inbound email user and re-add them to trigger the automated email with their BCC address. As an admin, can we run a report or is there a view to simply confirm a users BCC Address in the GS UI? Thanks, David

This is random, but KB articles are tiny compared to regular activity. What gives?      

Our team is really excited about the new Chrome/Gmail extension, but when testing I noticed one pretty inconvenient side effect. Since we have been using these email templates to send from Cockpit or Programs, we have the CSM signature built into the template. Most of our CSMs also have Gmail set up to pre-populate their signature in a new email. When we apply the email template, their email then has duplicate signatures. It is easy enough to just delete one, but also pretty easy to forget if you don’t scroll all the way down to preview your email before sending. Obviously that’s not a great impression for our customers. Other than creating separate email templates just for use with the new extension, is there any way to auto remove one of the signatures when using this new features?

Hi All,   I recently worked this recommendation up for another PX customer, but I thought it would also help many of our PX customers considering using PX Email Engagements with their users.     Question: When my application users are sent emails from a PX Email Engagement, how can we track the success and impact on our application Feature usage and general user activity within the Gainsight PX application?   Solution: Send a personalized, targeted PX Email Engagement to users that includes a custom “button” that when clicked will redirect users to a specific PX-tracked page within your application.  After this email campaign has been launched from Gainsight PX, you can use the various PX Analytics options to review the success and impact of this PX Email Engagement on your users actions and activities within your PX-tracked application.   Easy enough, right?!?!  Well, here is how to actually do it in Gainsight PX…   How to: 1. Create a new PX Email Engagement in Gainsight PX.  2. Inc