Discuss Gainsight Products

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 (

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 compl

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 “

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 tea

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:    

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 crucia

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

Is anyone else having an issue with report images rendering? This morning, all the graph colors are rendering as white. I tested in Chrome, Edge, another laptop in Chrome & Edge, all with the same results. I logged a ticket - but am I the only one?

Hi All - Is there a way to be notified when someone reaches a certain rank? I have the automatic email set up to congratulate them, but I’d really love to be notified when someone reaches “hero” status for us. Thanks for any help! Kristen

I am looking to make the email templates more dynamic by adding formula; however, I am not sure if this is possible or native in Gainsight Email Templates. Has anyone tried?

Last week we received a message from one of our communitymembers who received a new notification for one of our categories he is following. However, after clicking the link there was no new topic to be found. We then found out that the topic he received a notification about, was moved to the spamfolder. It seems a little weird members receive notifications for messages/topics that are being marked as spam. Is there something we can do about it?