Skip to main content

Discuss Gainsight Products

Ask questions, find answers and help others get the most out of all the Gainsight products

7651 Topics
H
Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Education (CE)
Bulk remove from group within CE

Bulk remove from group within CE? I see where you can go and add multiple people into a group. But looking to find a way to bulk remove them from a group. 

141
NormRasmussen
5 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
System emails breaks down when using Gmail app

I just renewed our System emails. I have tested them with Outlook and iOS native email client and email´s are there ok.Now our users reported, that when viewing System email in Gmail client (or from web) footer “jumps” to the left: Notice also that scroll bar in the bottom.This occurs only with Gmail app so is this problem in my email template and the code, or where? How to fix this? 😊

618
revote
5 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Private messages - emojis doesnt work at the moment

We just noticed that emojis doesnt work in private messages. When you press emoji icon, nothing happens. This occurs in our community and here as well. We have tested with Chrome and Firefox.

526
revote
5 months ago
T
taylorfrissContributor ⭐️⭐️
asked in Customer Success (CS)
Associate Survey Response with Activity that Triggered It

We trigger a survey to be sent to attendees after a certain activity is logged. We would like to associate the survey responses to the activity that triggered it for reporting purposes. Is there any way to do this? 

131
romihache
5 months ago
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Line break when concatenating

Hi community,May be a simple question but we’re trying to concatenate a few string/text fields into a Rich text area field that lives in the Company object. This is very easy, however, for the new field to be somewhat readable we would like to have a line break between which field we’re concatenating. Is there a way to add a line break when using the concat formula? If not, any workaround?  Thanks you all

281
alizee
5 months ago
johnheintschel
johnheintschelGainsight Employee ⭐️
posted in Customer Success (CS)
“Day-In-The-Life” as a Leader Of Customer Success at Gainsight

Thanks to everyone who joined the “Day-In-The-Life” as a Leader Of Customer Success at Gainsight session, seeing how one of Gainsight's Customer Success Leaders uses the platform to keep their team on track.  Key Takeaways: Having a dashboard that can be filtered up and down - from an individual contributor or CSM - all the way up to the CEO - to really understand your business Using filters allows you to use this dashboard to run successful 1:1s with a CSM or your own leader, Make sure your customers validate the value they’re gaining from your business by showcasing a “Verified Outcome” - also helping coach your client on the value that they’re getting, so they can share with others on your behalf! See how a process for Risks - especially escalated risks - can help mitigate potential churns, prioritizing those that are most important to the top! Stay engaged with multiple personas through robust workflows and tracking to ensure that your CSMs are meeting with the right people at the

1900
johnheintschel
5 months ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Recording : Strategizing and Implementing Knowledge Center Bots in Gainsight PXBlog

Thank you for joining us on this journey to enhance customer experience through KC Bots in Gainsight PX! Introduction - Why KC Bots Matter ?This post outlines the essential steps and best practices we spoke about in the webinar for deploying KC Bots effectively to enhance user engagement, provide on-demand assistance, and drive product adoption. Why KC Bots Matter Customers increasingly crave autonomy and convenience in their interactions with products and services. Studies show that:91% of people would use a knowledge base if it met their needs (Source: PwC). 80% of people value convenience and knowledgeable help as the most critical aspects of customer experience (Source: Zendesk).With these insights, it’s clear that KC Bots are no longer just nice-to-have but a necessity for improving customer satisfaction and engagement.Recording of the Webinar :  Key Components of a Successful KC Bot Strategy  Define Clear Goals and Objectives Free Trial Conversions: Guide users towards converting

1240
Sruthimalla
5 months ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in Customer Education (CE)
Reuse video content from various teams to support learning

Hi everyone! My name is Lila Meyer, and I lead our Education Services team at Gainsight. We’re responsible for everything on Gainsight University, Pulse+ (CS training and certificates), plus product certificates and virtual instructor-led training. I plan to share here some of my own learnings, and helpful resources I’m encountering out in the Customer Education world. Please add your own questions, comments, and experiences, so we can all learn from each other! 😀First up, a “steal my education strategy.” 😉🎯 Micro-learning and Reusable ContentShort and sweet training content is becoming more and more popular. In that vein, you can also repurpose videos that are part of your existing longer form content to assemble a quick tip library. Our team is doing an inventory now of the videos that already exist in Gainsight University courses, as well as ones being used directly in-app, so we can create a searchable catalog of quick tips and tours.To take it a step further, consider whether t

170
lila_meyer
5 months ago
J
jjarvisHelper ⭐️
asked in Customer Success (CS)
Log email to timeline of multiple accounts

We have emails which we would like to log to two different companies, the European company, and the Far East company. Is there a way we can do this?

1095
Tejashwini Golla
5 months ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Gainsight CE FAQ Series: How to Increase Learner Engagement? Part 1

One of the biggest pain points I hear from Academy/Education Managers is why are my engagement numbers so low? POV: You’re checking your education program’s numbers. Learners are enrolling in courses/learning paths but not starting or completing them. Alternatively, some users might have received academy invitations but never activated their accounts. Here’s how to identify these specific users:Check the Course/Learning Path Enrollments Tab Access the Course Enrollments Tab. Click on the live link next to the course name that shows the number of course enrollments. On that page, then filter by progress to see the progress of each learner. Identify users who are enrolled but have not started the course, or who have started the course and not completed. You are able to export the enrollment data so you have a record of this! This allows you to reach out to them individually or as a group to encourage course participation. Repeat the same, but for Learning Path EnrollmentsClick within the

420
cdonargo
5 months ago
amadeo
amadeoContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Why doesn't the KC bot search result page display relevance of returned results (omits description and highlighted query matches)?

When the KC bot is configured to use Search in unified tab, it should show the returned record description the same way Google does in a browser search by highlighting query matches in the title and description. The Gainsight PX documentation shows as much when Search is in it’s separate tab:  But if Search is in a unified tab then the query matches are not highlighted in the description for linked articles. A description is not visible if the return is from a Google integration. We integrated our Flair help documents using the Google integration service. The screenshot below is how the results show (notice the lack of relevance): We have other search queries that look more confusing and not at all insightful when the query string doesn't show in any of the results: Same search query in Google search: The search results page in KC bot needs to show a description and highlight the query string when it is found in the description. Without this we can not show the user why the results are

23211
skalle
5 months ago
D
dfranContributor ⭐️
asked in Customer Success (CS)
Survey Design - Banner Specs

I’m designing a new survey and require the exact banner specs to tailor the header/logo to my liking.Unfortunately, adjusting the height of the banner is forcing the image to stretch or be cut off. Is there a way to provide the exact dimensions of the banner so we can design accordingly?

110
D
5 months ago
shambhawi
shambhawiGainsight Employee ⭐️
posted in Customer Success (CS)
X-org 2.0 - Need feedback

I am Shambhawi, currently working as the product manager for the X-org team.Our current focus is to solve the existing pain points for the X-org tool and make the user experience better.If someone is interested in sharing the pain points related to X-org please feel free to comment here.Things that we are looking for :1. What has been your biggest concern while using X-org tool2. What would you want to change about the tool(x-org 2.0)3. Any feature request for the X-org toolThank you in advance,Shambhawi

20415
W
5 months ago
D
Deepthi GajjalaContributor ⭐️⭐️
asked in Customer Success (CS)
Include empty folder option is not available in cockpit email assist

Hi Team,In Gainsight email assist we will choose the email template from the given folders and we have option to opt the include empty folders, this feature is not available in cockpit email assist where the CSM will be getting the options to choose the templates from empty folders which is not necessary this can be avoided by including the include empty folders option same like gainsight assist.  

192
revathimenon
5 months ago
A
anushatContributor ⭐️
asked in Product Experience (PX)
Countdown in Px

Is there any option to create a counter in Px engagements that changes on its own?

431
link_black
5 months ago
Chelsea.holfield
Chelsea.holfieldContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Glitch Issues with New Email Template Builder

I’m still seeing a lot of bugs in the New email template builder here are a few I’ve run into today. The font size will change in the template if I hit a return or if I try and apply any other formatting.  Issues getting the font to change to the size I’m selecting on the text. I will highlight all the text and then click the new font size and nothing happens.  Email preview is showing different than the actual email test being sent. ​​​​​​Let me know if I can provide any other information. 

19612
K
5 months ago
T
TreeMaine09Gainsight Employee ⭐️
asked in Customer Success (CS)
Shared Reports Excel Format

From Customer:  Currently when we share a report and select “Excel” it comes over as an xlsx format which is great.The issue is, the data in the file is very flat, much like a csv file.Is it possible to have the excel version of shared reports formatted so it doesn’t look so flat and crammed when a user opens it?

391
Tejashwini Golla
5 months ago
F
farzadkhandanContributor ⭐️
asked in Product Experience (PX)
An unknown API endpoint

We are looking into an old code we created to use Gainsight PX. The code is calling this API endpoint: “https://esp.aptrinsic.com/rte/v1/engagements/peek” but we cannot find this in Gainsight API documentation. Any ideas what it is?

412
F
5 months ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Customer Success (CS)
📺 Maximizing Customer Success with Support Data Webinar- June 18

Are you looking to enhance your customer success strategies? Join us for an insightful webinar on June 18th at 8am PST where we'll dive into using support ticket data in Gainsight CS to maximize your customer success goals.🎯 What You'll Learn:How to integrate support ticket data into Gainsight CS Analyzing support tickets to uncover actionable insights Best practices for using these insights to drive customer success👩‍💻 Who Should Attend:Customer Success Managers & Leaders Support Team Leads Data Analysts Anyone interested in improving customer satisfaction and retentionDon't miss this opportunity to transform your support ticket data into a powerful tool for customer success. Register now and take the first step towards a more proactive and data-driven approach to customer satisfaction!🔗 Register Here We look forward to seeing you there!**If you're unable to attend, registering ensures that you'll receive a copy of the recording to watch at your convenience.

971
romihache
5 months ago
jillian.bejtlich
jillian.bejtlichContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Any way to improve Pre-Moderation process?

Given the wild sprees of unwanted posts we tend to see on weekends, we’ve gone to turning on the pre-moderation setting Friday afternoon and back off on Monday morning. While this absolutely does help us prevent junk, it’s also really confusing our legitimate posters.How so? Whatever comes up when a post has been sent to pending clearly isn’t very informative and must make users think their post hasn’t gone through so they click submit again. We came in this morning after a long holiday weekend to 2 of nearly every single post!I doubt improving the pending post workflow is currently on the roadmap (if it is, please let me know) so I’m debating a few options:Should we put up a banner on the weekends? I doubt this will help if people aren’t even reading what currently appears. Are there any other communication methods we could be using or any way to make the pending information more prominent? Should we leverage the ‘super user’ role to see about sending anyone without a free email addre

331
R
5 months ago
R
rhallExpert ⭐️
posted in Customer Communities (CC)
Spam prevention seems to be a bit overzealous here

I have posted a few times recently and have had my posts/comments held back for moderation. On one, I had supplied some text using an old fashioned asterisk divider mechanism. I assumed that was the cause and decided not to use it anymore. But earlier on today, I linked to your API documents in a post and that got held back as well.I am a little concerned that this is somewhat overzealous and my last experience left me not knowing if the post has actually been sent. I got the notification message (in red) that it had gone to moderators, but the post window was left open and I could have added or edited text and resent it.

432
R
5 months ago
C
clairemillsapContributor ⭐️
asked in Customer Success (CS)
Churn Prediction Score

Hi, We are new to Gainsight and are implementing the Essentials Plus package.  We currently are deriving our churn prediction score through data stored in our data warehouse.  As we implement the Essentials plus package, should we be looking to add the raw data into the platform and allow the platform to use predictive analytics to derive the churn prediction, or should we add in our current churn prediction score that is being derived in the warehouse using ML?  What is the best practice?  Or is there a hybrid approach putting in the current prediction score?Thanks in advance.

631
V
5 months ago
P
PrathimaContributor ⭐️
asked in Customer Education (CE)
Is it possible to redirect Learners from Webinar Page until Event Section is Ready for our use case

Expected workflow: When the learners clicks “Webinars” then they will see “list of events” available for them. Next to each event there is a “view button”. When learner clicks “View” button then they are redirected to the respective training calendar embedded in the section.

290
P
5 months ago
W
WayneHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
360 - Restrict Editing Low Volume Object (The entire Object not individual Fields)

I do not know when or understand why this change was made. Best guess someone was able to find was 5 months ago. Prior to this change in order to make records on a Low Volume object editable on a 360 you had to add the GSID of that Low Volume Object to a report. This gave the popup edit icon that allowed you to have end users edit records. Now, after some change, probably horizon change, the edit icon is always there. We have no control on if records should be edited or not. In this sreenshot you can see no GSID In this screenshot you can see the edit icons are there.  Do I understand why this was probably changed? Yes, obviously it makes reports look ugly/extra effort just to add the GSID to make something editable. However, by you guys no longer making the GSID a requirement and allowing every Low Volume Object report to have the edit buttons you have removed capabilities we had before this change. We as admins no longer have the ability to remove the end users ability to editing Low

1105
pgeorge
5 months ago
M
mdfahdGainsight Employee ⭐️
posted in Customer Success (CS)
[NXT] V6.41.2 Patch Release Notes is Live!

The 6.41 NXT Patch Release v6.41.2 is now live!This patch release notes contains information on the latest announcement in the Renewal Center and Customer Success Qualified Leads : Changes to Field Sorting and Filtering.Thank You, FYI @sshroff   @neelam_mukherjee @Ritika Jindal @MayurGhiya @Adrian Raposo 

220
M
5 months ago

Badges

Show all badges
Terms & ConditionsCookie settings