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8649 Topics
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
If you have Zapier Automations using the New Topic Trigger, they might be broken

I created a support ticket (#356780) to report the issue. Hopefully it’s a quick fix, but it wouldn’t hurt if you also let them know it’s impacting you and reference the ticket. The issue stems from something that changed in the payload of New Topic trigger at some point yesterday. Looking at my Zap’s runs, I see that Topic Url changed from a complete URL to an incomplete URL missing the domain info and only providing the Topic path. Previous payload before the change; note a full URLPayload after the change; note the incomplete URL 

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DannyPancratz
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Making some posts public

I have a fairly basic question that I'm hoping someone can help me with- seems like I missed the 101 part of this fundamental.Our community is technically "public" however there is a login screen required to access any pages beyond the homepage, events page, and customer support page.I'd like to make a handful of articles publicly accessible, but I'm not sure how to do that since the community sections they reside in are private. Is there a specific setting on the article page that allows you to configure its visibility independently from the overall community section?

403
Laurenseife
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mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
Add community group membership information to Gainsight CS

Hello, we currently have the Gainsight CC and CS connector set up with basic information piped into 360 dashboards from the community. We would like to add in another specific metric - membership in a specific group. I’ve reviewed this documentation on available objects and am not seeing this information available. Hoping I’m simply missing it and would appreciate any guidance!

381
mdfahd
leslie_diephuis
leslie_diephuisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Has anyone integrated Amplitude Analytics with Gainsight?

I'm looking to see if anyone has connected Amplitude Analytics with Gainsight.  From what I understand they already store their usage data in Amazon Redshift.

4675
alizee
egroesch
egroeschContributor ⭐️
posted in Customer Success (CS)
Looking for Great Copilot Prompts

We are looking to roll out Gainsight Copilot AI to our CSMs and I am looking to see what others have found as some best practice prompts to use to get the best responses from Copilot. I am looking to build out a catalog of at least 10 prompts to start that work best. What are some of your favorite prompts?

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egroesch
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tmo_mike_cContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How do I reset a users password?

I need help resetting my user’s password. They have tried the Reset Password link, but never get the email. Is there some way on the back end to just change the password or send them some verification email? I tried just manually changing the password myself but it still doesn’t let them in. I did get confirmation on my end that the password was changed when I changed it. Thanks!

4737
Blastoise186
marcos.beinder
marcos.beinderContributor ⭐️⭐️⭐️
posted in Customer Success (CS)
Does the DEAR framework apply outside of SaaS?

Hey Gainsight Community, we are having an internal dialogue at my company related to CSM Sentiment and Customer Health. Our CSMs use a manual measure on scorecard to provide their insights and sentiment about the health of a customer, using the D-E-A-R framework. While this framework works very well for typical SaaS customer relationships, it is a bit harder to apply to our non-SaaS relationships where we provide ‘Data as a Service’. In such circumstances the D-E-A-R framework misses the mark, and so we are curious to know how others in Customer Success may approach this? Is there a framework that works for you to help your CSMs synthesize customer health succinctly and comprehensively without writing a magna-carta? Below is the simple guidance we suggest, but am interested in other points of view please.Deployment:• How well is the customer’s onboarding going?• What issues have been identified?Engagement: • How engaged with the customer are we?• How strong are your relationship with t

440
marcos.beinder
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AwagnerContributor ⭐️
asked in Customer Communities (CC)
Best Workarounds for the 50K Character Limit?

How do you handle the 50K max character count in articles/topics when cutting content isn’t an option, and breaking it up into comments wouldn’t be intuitive for customers? Any workarounds or advice?

604
Chris Hackett
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Where did Objectives go?

Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.  Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either. 

855
bradley
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Communities (CC)
Can I add a Topic banner on one specific page only?

The Topic banner currently seems to be shared across all Community pages. Is it possible to add a similar banner to only one page, e.g., Product Ideas?

285
Kenneth R
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lwackertnHelper ⭐️⭐️
asked in Customer Communities (CC)
Can't customize error.500

In the past when a member of our community was not logged in but tried to access information in our gated section, they would get an error.403 message asking them to log in (which we customized). Now they are getting the message below.However, error.500 is not listed as a customizable phrase for me. How do I edit this page? It makes it sound like there is a technical error when they simply need to log in. 

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Kenneth R
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brittany.bennettContributor ⭐️
posted in Customer Success (CS)
Using Gainsight for Managing Implementation/Onboarding Projects

Hi everyone! We launched Gainsight in April and our CSMs are using it widely. I’d like to move out onboarding/implementation process into Gainsight as well—currently we use Notion. It’s a pain for our Implementation Specialists to be tracking in two places and I like the idea of having due dates, email templates, etc.My company is very devoted to Notion and it’s going to be a hard sell. Would love to hear from others in the community on how using Gainsight has worked really well for them for their implementation process!

1242
G
MBragle
MBragleGainsight Employee ⭐️
posted in Product Experience (PX)
Webinar Recap - A Day in the Life of a CSM : How to Use Gainsight PX to Drive Customer Success

One of the best parts of my job is that I get to connect with people around the world and learn how they accomplish their work. Recently, I ran A Day in the Life of a PX CSM webinar to help provide insight into how I get my job done. The webinar offered a look at how I leverage all Gainsight products to drive customer success. Webinar RecordingI shared how my experiences have shaped my current role where a key focus for me was understanding product usage and how that helps drive customer success. I highlighted that while it is important to know all the features of the product, it is more important to know how to use them strategically. My goal for the webinar was to provide concrete examples of how I use Gainsight products, and learn from the audience what they wanted to know more about. Key Themes and TakeawaysLeveraging Gainsight Products: In my daily work, I leverage several Gainsight products, including: Gainsight CS: For managing customer relationships, reviewing customer health,

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MBragle
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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Is it possible to create a completely custom section?

 We would like to know if it is possible to add something of our own? And also maybe someone knows why some widgets are disabled? Thanks in advance for your answers!

485
Kenneth R
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Gainsight CE Use Cases Uncovered: Account Management & Sales

We know that Gainsight CE is leveraged by admins across various roles to educate, engage, and train end users. We’ve already explored how education drives impact in Marketing and Onboarding, now, let’s take a look at how it plays a key role in Account Management and Sales.   Education can be used to strengthen customer relationships, improve retention, and drive expansion opportunities. Whether it’s helping your Account Management team reinforce product value or enabling Sales to identify upsell opportunities, your Academy can be a powerful tool for revenue growth.  You can measure success with KPIs like… 📊  Higher Retention & Renewal Rates: Customers who actively engage with education often see more value in the product and are more likely to renew. Training helps reinforce product stickiness and reduces churn.   Expansion & Upsell Opportunities: Education helps uncover customer interest in features or products they don’t currently use. If a customer is taking courses on adva

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cdonargo
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Picklist GSIDs / Values in NXT

When viewing participants in a JO, picklist GSIDs are shown, when those picklists are mapped as custom fields. Those should be the human-readable picklist value. I don’t believe an Object exists in NXT that allows you to look up the GSIDs of picklist values.    

30210
spencer_engel
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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Custom header with search

Hi there! I wanted create custom header, and there I would like to have search bar for example like from “search banner widget”. Could someone tell me please how could I aim this feature?  

465
Blastoise186
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Engagement Metrics

We are not using the Salesforce to Gainsight integration so our engagement analytics do not look good. Is anyone else calculating engagement metrics manually? Are you using page views? Any help is appreciated, thanks!

262
juan.delrio
lane_h
lane_hHelper ⭐️
asked in Customer Success (CS)
Report For Customers who's Health Changed

We are working to create a report that shows customers who went from red health last week to either yellow or green health this week.  I've tried a few things, but without adding another usage field to push to every week, I haven't figured this out.  It seems like it would be something that should already be stored and I'm just missing.

1238
G
ahamburg9
ahamburg9Helper ⭐️⭐️
asked in Customer Communities (CC)
Ping Identity SSO

Hey All,We are trying to set up an external sso for our customers using Ping Identity. We have our sso set up for internal employees (using SAML 2.0 protocol). Our new instanace of SSO, we are struggling to get set up using OpenId or Oauth 2,0. Any help here would be great. Thanks,Anthony

161
Blastoise186
Carol_Keyes
Carol_KeyesHelper ⭐️
asked in Customer Success (CS)
Logging Emails to Timeline from Group Mailbox via API

Is there a way to log emails to timeline from a group mailbox via an API? 

141
rhenry
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Datagrail and Gainsight community integration

Does anyone else’s company use Datagrail and use Gainsight Communities? Our privacy team uses datagrail, and we have to manually delete user data with each request, but trying to see if anyone was able to leverage some time of automation or integration for these data deletion requests?

311
Blastoise186
M
mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
How federated search with Zendesk

Hello, my community has set up federated search with our Zendesk knowledge base. Does the searching functionality described in this post generally apply to external resources as well?Obviously, Zendesk articles don’t have all of the attributes listed here (replies, tags, answers, etc.). Does that leave us with keyword matches in the title, followed by keyword matches in the content?  If there’s any other documentation on this (which I couldn’t find in my own search), I’d love to know!

581
Blastoise186
L
larissablitzContributor ⭐️
asked in Customer Success (CS)
Is there a way I can see the accounts I am "following" in C360?

Within Gainsight, we are trying to find an easier way to view only accounts we want without having to make a new dashboard or list for each CSM. I noticed the “follow +” button at the top of the C360 in gainsight for customers. If I follow all of my accounts, is there a way to see all the accounts I am following in Gainsight so I can use that page for reference instead of having to search for my accounts individually?

66215
alizee
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srinivas myakalaGainsight Employee ⭐️
posted in Product Experience (PX)
Use Case Spotlight: Send PX NPS survey responses to Microsoft teams

Does your organization use MS teams? Do you want your users’ NPS responses into your organisation’s Teams channel? Then, this article will assist you in setting up Zapier (or a related process automation platform) workflow to transmit PX NPS survey responses to Microsoft Teams.Below, the configuration is split into sections to dive deep into the configuration at Gainsight PX, MS Team and Zapier. Zapier: Trigger event:Create a Zap with a trigger type: Webhooks. Select the trigger event as catch raw hook. Refer:    In the next step, copy the web hook URL that is autogenerated.Intermediate step(to format webhook response):Create a step, select code by Zapier. Select JavaScript in the action event. Continue, give a object name in the input data field(example: set) Click on the + icon and select raw body. In the code: use this const jsonString = inputData.set || '{}'; // Parse the JSON string into an object const jsonObject = JSON.parse(jsonString); // Prepare the output by spreading the k

752
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