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The Gainsight CS patch release 6.9.2 is live in orgs that take automatic updates. The patch contained a handful of fixes, and details are available in the patch release notes: SFDC edition 6.9.X Patch Release Notes NXT 6.9.X Patch Release Notes

Hello everyone,   The PX Release Notes for December 2019 is now live. You can view it from the following URL: https://support.gainsight.com/PX/Release_Notes/PX_Release_Notes_December_2019  

In Gainsight's most recent v5.11 Winter release, we introduced the option to create and close CTAs within Adv. Outreaches. In the 3-min. video below, Abhishek Sivaraman from our product management team explains how to use the new feature. More information is available here. 

My company uses two different URLs to access the same product geographically. Within the KCB configuration, if I’m including a guide engagement it wants me to enter in a URL redirect, but I don’t know the syntax to add multiple URLs to the URL Redirect field for that - am I missing something?

Hi guys. We’re using the NXT addition of Gainsight CS and using relationships to model our customer hierarchy - with the relationships as the different regional child companies. In the support sites I can’t see any mention of business modeller but on the Gainsight university, there’s an admin training course - for the SFDC version - that covers business modeller and talks about it as being the updated/renamed relationships. Are business modeller and relationships the same?

Use case: My mgmt team would like to easily flag accounts that have been stuck in a specific account health score for the last 6 weeks. We already have reports to surface when an account moved from one score to another WoW. However, we don’t want to lose sight of the accounts that remain in yellow or red. These could signal accounts that we continuly are not gaining traction within.  Does anyone know how to acheive this?    I tried using the current and previous score on the company object, but I’m having trouble validating that those scores snapshot the scores in the way that I expect. From what I can tell, those values will not give me what I need for this ask.    Thanks for the help!

Does not move comment https://prnt.sc/qcofry from this topic https://community.kyivstar.ua/zagalni-pitannya-29/yakist-roboti-operatora-30322 to this https://community.kyivstar.ua/problemi-zi-zv-yazkom-20/pogirshilas-yakist-zv-yazku-propadaye-pokrittya-414    Check please. 

We recently implemented Salesforce Knowledge to track solutions to common workflow questions and troubleshooting scenarios. I'm curious to know if there is any integration or planned integration between Salesforce Knowledge and Gainsight PX. For example, if a Salesforce Knowledge article is created and accepted that information could be used to populate a guide or in-product doc via Gainsight PX without have to manually port over the information. Thanks!

I've got a bunch of reports rotating on a screen in our office, and one of them I was hoping would be a path analyzer report. I only want to visualize 2 steps, but upon saving and/or sharing this report the steps are set to default of 5 after any kind of refresh. Please make all settings a part of the save/share functionality.

Does anyone have any information on how long it takes for a stage/status update on a Customer 360 to flow to reports/dashboards?  It doesn’t seem to be immediate and would be interested in knowing the time it takes.  I did check the reporting/dashboard FAQs and TS docs but didn’t see anything. Thanks!

Is it possible to have one file in a S3 bucket be sent to a both the MDA and trigger a S3 rule? I want the dataset to be imported and cause an action within the platform but i also want to store the dataset in a Gainsight Data Object. What’s the best way to do this? Have the S3 rule get triggered once the file lands in the S3 bucket and then export it back out to the same S3 bucket with a different filename where it then can be imported into the MDA? 

I am working with a customer in which he wanted to track zendesk interactions in gainsight at the relationship level. Is there a way by which it can be achieved or can be implemented? Thanks  

My team would like the ability to hide the success plan menu item from Share 360 if no success plan exists. 

Greetings from Gainsight Support! In observance of the upcoming holidays, the Support team is operating on the following schedule: Thursday, December 19 - No Live ChatTuesday, December 24th - CLOSED Wednesday, December 25th - CLOSED Tuesday, December 31 - CLOSEDWednesday, January 1st - CLOSED On December 19th, you may see a delay in response times for low and normal priority tickets, as our India team is at a company event.   Hope everyone has a great holiday season!

Hi everyone!   We held our first PX office hours yesterday, Dec 10! Thank you to all that joined the call! Here were some of the key questions and topics discussed: Passing NPS survey scores to SFDC Best practices for email engagements appearing correctly on all devices How to target specific users via engagements Setting max number of engagements in a given time frame (throttling) Identifying potential churn risks / red flag accounts Here is the recording of the call: PX Office Hours - Dec 10, 2019   We will plan on having our PX office hours on a bi-weekly cadence starting the second full week of January. Announcements will be made on this PX Community and in-app dialog in your PX instance! Hope to see you in 2020!  

[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]A customer set their scorecard grading scheme as follows: Red 0 - 50, Yellow 51 - 75 and green 76 +. When you attempt to adjust the range for yellow to 51-75 it automatically adjusts the red range to 0 - 51. If 51 is included in both the yellow and red ranges, how do we determine which bucket a score of 51 will be grouped in?  Except for the 0-X range, the “From” value is not included in the scoring sc

I see there are NPS related fields within the Account record in PX to map to Salesforce, but how do I map individual NPS scores from PX to salesforce?

Hi All - Is there anything going on with the platform in regards to email notifications? I’ve had a couple employees and now a member tell me they stopped receiving emails. If there’s nothing going on platform-wide, how can I troubleshoot this? Thanks for any help!

I am working with a customer in which he has a query asking if there is any possibility we can put together multiple emails as a single bundle in ‘Email copy to’ field. Which will allow more than three emails in that section.

Hi folks, I’m reporting an issue we’ve noticed several times internally, and figured it may be affecting our external users too.   When using LastPass (maybe any password manager) it cannot identify the form fields when you login the first time after registering. It turns out that they just have to change the username field from the email address to the actual user name manually, resave the credentials in LastPass, and from then on it’s all good.   Probably LastPass saved the email address as the username, or just doesn’t know which is which. This is kind of hard to figure out on your own - several of our employees (including web developers) have sent “help” emails thinking that their registration was lost or something is wrong with the backend.   I guess this is affecting at least a few users, and can keep them from using the platform due to frustration or confusion. (Meanwhile we can try to use phrases to add a hint on the lo

About 1 month ago, we launched our first in-app guides. Looking at the engagement analytics, it appears that all goes well as long as users can just click a "Next" button. When they are asked to click a button in the app or take a (simple) action to proceed to the next step, about all of them seem to drop off the tour. Did anyone experience anything similar? Are there any guidelines or best practices to overcome this?

In the email assist task page, as per our product design, is taking the recipient full name in the token 'User->Full Name' which will not be available in the user object and thereby throwing this error. This User→ full name mapping is of the CSM who is sending the email. But as mentioned above, recipient full name is picked.  

Hi! We are exploring using the Relationship Contact object to drive outreach for our contacts instead of relying on messy Salesforce data. I am struggling to find where I can even edit the fields on this object as I do not see it in Data Management. There is an object for Relationship Person but not for Relationship Contact.    I would like to be able to customize the Role field to be a dropdown rather than a text string. Is there a way I can customize the fields on this object to make it work for our needs and drive outreach from it?