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7649 Topics
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
Maximizing Customer Success with Support Data - Webinar Recap

Thank you all for those who attended our webinar  “Maximizing Customer Success with Support Data” this week! The recording from this session along with the slides presented can be found below. Support data plays a critical role in enhancing customer satisfaction, which directly impacts retention and renewals. Help CSMs and support agents by providing insights into relationship management, time to resolution, ticket satisfaction, and more. Utilize out-of-the-box connectors for seamless integration from platforms like Salesforce, Zendesk, ServiceNow, Jira, and Freshdesk to gather insights, take action, and leverage automation. Insights Gather insights by tracking and monitoring support tickets by customer, type, priority, etc.. to identify gaps and opportunities Understand support by topic (i.e., bug, training question, enhancement request, etc..) to gain further insight into the maturity of a customer, segment or product  Action Trigger CTAs to identify risks and upsell opportunities

1232
AngelaBrown
5 months ago
RGrieco
RGriecoHelper ⭐️
asked in Customer Success (CS)
Assign Tasks to Different Owners in Success Plan/Objective CTAs

Is there a way to assign tasks to different owners when creating Objective CTAs in a Success Plan using Horizon Rules? The playbook allows me to select different task owners but, when I create the CTAs, all of the tasks are still owned by the same owner instead of following the assignments in the playbook.

404
romihache
5 months ago
J
jigar.vyasContributor ⭐️⭐️
asked in Customer Success (CS)
Unable to create timeline entry API

Hi all,I am trying to create timeline entry via API. This is what I have created, but it fails and gives me the error which I have attached here {"requests": [{"record": {"referenceId": "1","TypeName": "Update","ExternalId": "{{ExternalId}}","Subject": "{{Subject}}","Notes": "{{Notes}}","Author": "{{Author}}","companyName":"{{companyName}}","ContextName": "Company","ActivityDate":"{{ActivityDate}}"}}],"lookups": {"AuthorId": { "fields": {"Author": "Email"},"lookupField": "Gsid","objectName": "GsUser","multiMatchOption": "FIRSTMATCH","onNoMatch": "ERROR"},"GsCompanyId": {"fields": {"companyName": "Name"}, "lookupField": "Gsid",  "objectName": "Company",  "multiMatchOption": "FIRSTMATCH",  "onNoMatch": "ERROR"}}} 

90
J
5 months ago
Sebastian
SebastianHelper ⭐️⭐️⭐️
posted in Customer Communities (CC)
How do you use Generative AI as a community manager?

The title says it all :) Very curious to learn how you currently use AI and which benefits it brings, both to you, your team and to your users.

1829
moderatekit
5 months ago
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
How to map CTAs to their linked object matching record automatically?

Hi there,Is it possible to automatically link custom object records to the matching CTA through a rule or the API? In my use case, I have a custom low volume object which contains upgrade plans for customers. There is one record per relationship, and the record has been pre-populated with data so CSx don’t have to populate information we already have elsewhere. It is also pre-populated with calculated data. I have also created one CTA per relationship, which has the low volume object in question associated to it. I want to be able to map each individual record in my upgrade plan low volume custom object, to the corresponding CTA so my users do not have to do the following: It seems to have to be manual because we can’t update or post anything apparently to the Associated Cockpit Records object and “Linked Object” GSID field. This gets populated once the manual linking has occurred. And it makes no sense.Any ways to do this? ThanksA 

403
alizee
5 months ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Inability to do any Program configuration on mobile (iPad) is a problem

I am a regular user of my iPad Pro, which unfortunately means I cannot configure, review, or update Programs whatsoever. The issue lies that I cannot click the pencil (edit) icon when it is on top of a item in the flow (i.e. Participants, Conditional Wait, etc.). This is an extreme annoyance! What can we do to allow for Program configuration on a Mobile Device? Thanks!

353
G
5 months ago
davetee
daveteeHelper ⭐️
asked in Customer Communities (CC)
Is it possible to collapse the topic sidebar?

Our topics tend to be wordy and include lengthly samples of code. Users have asked if we could include an arrow to collapse the right sidebar, freeing up the space to make posts easier to read. Has anyone created this type of functionality?  

362
davetee
5 months ago
jennyweigle
jennyweigleContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Audit Log?

We have a situation where one of our member’s posts was marked as Trashed (we can see this in Control), however, myself and my client (the ones splitting Community Manager roles right now) do not know who marked this post as trash. How can I find that out? Is there some sort of audit log? 

403
A
5 months ago
Agnes Gierulski
Agnes GierulskiContributor ⭐️
asked in Customer Success (CS)
Capturing feedback through internal questions in surveys

Hello everybody,I’d like to set up a process to capture Onboarding manager’s feedback on the Onboarding. The team suggested adding internal questions to the Onboarding survey that is sent out after Onboarding. From my understanding of the functionality of internal questions they can be filled in by the Onboarding Manager but could they also be distributed?Would you recommend setting it up this way or do you have a best practice for this use case?Thanks! 

280
Agnes Gierulski
5 months ago
maxwell.malone
maxwell.maloneContributor ⭐️⭐️
asked in Customer Communities (CC)
What does the "visible" field indicate in the Topic report?

I’m building out a data fields glossary for all of the data fields in GCC reports. One that is tripping me up is the visible data field on the Topics report. It appears to be a Yes/No boolean, but everything appears to be marked as Yes all the time.I thought it might be referencing whether or not a report list item is “visible” anywhere in the system (i.e. frontend OR backend) but that theory proved false when I trashed and purged a topic as a test. The topic_status reads as purged and the topic is no longer accessible in the system in any way, but it still appears in the Topic report and the “visible” value still reads as Yes for it. 🤔Anyone have a clue what this field means or what its practical use might be?Thank you in advance for the help!

558
maxwell.malone
5 months ago
samwagoner1775
samwagoner1775Gainsight Employee ⭐️
asked in Customer Success (CS)
Configure survey response fields

Hi team, I have a client looking to edit the fields being displayed in the “survey response” section of the “survey” tab in C360. There is no gear (settings) icon for this tab in C360 config. Is it possible. I was not able to locate a community post on this subject either. Thank you.https://share.zight.com/nOu7XQj7https://share.zight.com/KoukjNPp 

180
samwagoner1775
5 months ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
published in Customer Education (CE)
Measuring the Value and ROI of Your Customer Education Program

 In today's SaaS economy, proving the value of your role and organization to the business is critical for securing budgets and ensuring the longevity of your programs. If your leaders aren't aware of the tangible value your Customer Education program brings, it could be at risk of being cut. This makes it imperative to measure and communicate the true business impact of your educational initiatives. Moving Beyond “Vanity Metrics” While metrics such as"Course Completion Rates," "Number of Certifications," and "Monthly Active Learners"… are important leading indicators, they don't necessarily demonstrate direct business value. To truly understand the impact of your Customer Education Academy, you need to focus on lagging outcomes that reflect the broader business value.Analyzing Certification ImpactCertifications are a prime example of where you can measure deeper value. Gainsight's analysis of its Admin Certification Program revealed significant business impacts:Net Promoter Score (NPS)

2120
kathleenkenny23
5 months ago
R
razarContributor ⭐️⭐️
asked in Customer Education (CE)
Deleting a Question on a Dynamic Quiz

We have created Dynamic Quizzes and are using them for our certification programs. We are constantly reviewing questions to ensure they are relevant to the users. If we come across a question that we need to delete, how does affect the quiz? 

455
R
5 months ago
Stuart
StuartHelper ⭐️⭐️
asked in Customer Success (CS)
Rule Chains - Improved Rule Chains Functionality on the Roadmap?

I remember (hopefully correctly) watching a roadmap webinar and seeing a slide containing an improved version of rule chains; I seem to think the UI resembled the new JO in terms of the ability to chain ‘tiles’ together, but it would allow rules/rule chains/JOs/DD runs to be ordered across assets.Am I remembering correctly, or did I just make this up? If I’m right, do we have any insight on where this is on the roadmap?

412
romihache
5 months ago
H
Harika SingadiHelper ⭐️⭐️
asked in Customer Success (CS)
Can we assign an opportunity to successplan?

Can we assign an opportunity to successplan?

599
Tejashwini Golla
5 months ago
bytor104
bytor104Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Help with Success Plan Creation API JSON

Hi! I’m looking for help with my JSON on a Success Plan Creation API external action. I am attempting to create a Success Plan that is linked to a Relationship and where I populate a lookup field to a custom object. I am receiving an error attempting to create that says, “Please enter valid JSON and char limit should not exceed 10,000.” I know I have not exceeded the char limit. I copied/pasted the original JSON template from the Support website, made edits in Notepad++, and then copied/pasted back into the Payload for an external action. When I put this into a JSON validator website, it is showing many errors, but none that would help in fixing the issues. My JSON is as follows:{ "requests": [ { "record": { "referenceId": "1", "Name": "{{SPName}}", "SFDCID": "{{CompanySFDCID}}", "OwnerEmail": "{{SPOwnerEmail}}", "DueDate": "{{SPDueDate}}", "SuccessPlanType": "Digital Solution

1336
W
5 months ago
Z
Zoe MarshallContributor ⭐️⭐️
posted in Customer Success (CS)
Partner Success Managers

Has anyone else got a team of Partner Success Managers? I would love to connect to chat through learnings and future plans together! Thanks 😊

362
revathimenon
5 months ago
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
posted in Customer Communities (CC)
🎁 Now available: User registrations approval

We released a new feature that allows moderators to approve new user registrations. When this feature is enabled a moderator must approve or deny a registration before the user can post content on the community. This is one of the measurements we took to combat spam, as is described in Spam Wars: Return of the Spammers How to enable moderator approval for new registrations 1. Login to the Control Environment. 2. Navigate to the ‘User management’ page under ‘General Settings’ 3. Set ‘Approve new registrations’ to Yes User guide New community users will see a “Membership requires approval from moderator” message when they activated their account. At this stage the user is part of the community but he/she can’t create topics or reply yet. Moderators need to approve a registration before the user can create content. Approving new registrations is a simple 3 step process: 1. Navigate to the 'User Overview' under 'General Settings' in the Control Environment 2. Filter on user role: 'W

2314
Yoeri
5 months ago
Kenneth R
Kenneth RGainsight Community Manager
published in Customer Communities (CC)
Coming 31st May: New Featured Topics and Dynamic Content Widgets (CC)News

Hi everyone,Another small announcement from us to share that, following our recent update to the Quick Links widget, on Thursday 31st May we will also be updating the Featured Topics and the Dynamic Content Widget to allow you to configure the number of cards per row. When we make improvements to our front-end widgets there is a chance of interaction with custom CSS.  So if you see something strange related to those widgets, we recommend first commenting-out any custom CSS you have applied to these widgets.If you have any questions, or if you need any help, just let us know here or reach out to our Support team.    

1401
Sudhanshu
5 months ago
dshorter
dshorterGainsight Employee ⭐️
published in Product Experience (PX)
April PX Office Hours Recordings Available Now!

For those who missed April PX Office Hours. You can view the recordings here. April 7- How to avoid in-app user fatigue with Throttling rulesApril 14- How to design engagements that seamlessly integrate into the user experienceApril 21- Identify initial high value actions for new users using Retention AnalysisApril 28- Take your Onboarding Checklist up a notch with these advanced functions

1143
Sruthimalla
5 months ago
R
rbastien92Contributor ⭐️
posted in Product Experience (PX)
Gainsight PX - Control Opt-Out Options for E-mails

While it’s important for users to be able to opt out of e-mail campaigns, currently as admins for PX there isn’t an option to control or manage the opt-out options. Our company sends marketing, operational, and non operational e-mails to our customers. While we understand some customers may want to opt out of certain communication types, if we’re sending out operational e-mails, it would be great for admins to have some control over these groupings so that if a user opts out of marketing e-mails for example, they can still receive operational e-mails.

1087
Surendra
5 months ago
alylo
alyloContributor ⭐️⭐️
asked in Product Experience (PX)
Can a user resume progress in a guide if interrupted?

If a user doesn’t finish a guide (let’s say they close/refresh their browser, or their session times out before they complete the guide), would they re-qualify for that same guide? Or does the fact that they started it mean that they wouldn’t qualify for it again?If they do re-qualify, would the pick back up at the same step where they left off, or would they start back on Step 1?

312
alylo
5 months ago
Stuart
StuartHelper ⭐️⭐️
asked in Product Experience (PX)
PX Identify Call - looking to create a user (aptrinsic id) per product tenant even if user id is constant

Hey folks, identify id based question:One product tag user X can access multiple tenants on the same account.Ideal scenario: looking for a user (aptrinsic id) per tenant, even if their user id is the same. If we set user.identify id as a user identifier that stays constant across tenants, and account.id as the tenant the user is currently accessing, will this create 1 or 2 users (aptrinsic ids) in PX? If not, we would need to look at setting the user.identify id as tenant-specific, and passing the constant user identifier (SFDC Contact Id) into a custom user attribute.

805
Stuart
5 months ago
bradley
bradleyExpert ⭐️
asked in Customer Success (CS)
Global Timeline and Associated Records

This is a question for Gainsight that might get converted to a request/idea. @anirbandutta can you help direct this? Context: If you've turned on Associated Records for timeline entries, your global timeline, and personal timeline in GS Home, will only show your original entries. You won't know if you've associated it elsewhere without clicking into it. My questions are:  Was this intentional? Are there any plans to incorporate associated records to the OOB Timeline displays, or a way for admins to show them? Or is it just a feature request? 

1758
bradley
5 months ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Disable NXT login?

Is it possible to disable the NXT-direct login path for all users so that they are forced to login through Salesforce?

502
Akanksha Kandari
5 months ago

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