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Hi, We are trying to automate a Survey flow to our customers who have had consulting engagements with us. We would want to send the survey to the customer once the Consulting Project is set to close and this done on our account object.  I did try to setup a rule to send email but This type of rule does not seem to support Gainsight Email templates where survey is embedded. How can we achieve this survey trigger automation. Any insights will be helpful Thanks! ~Lokesh

Our CSMs load, among other activities, Production Roll-Out activities which are used by the Support Team to know when a specific customer will be having an event in the production environment that might be good to be aware and respond accordingly or have the right type of resources available during their change window. These activities have a start date and time and end date and time. We would like to be able to notify via email to our internal Support Managers 15, 5, 2 and 1 days before the event occurs so that they are aware. Can we do this within GainSight? Any ideas on how we can achieve this? Thanks!

I noticed that when logging an activity in the timeline, the Subject and future tasks are spell checked but not the Note section. Am I missing something? Do I need to click a box to spell check that field? Is this a setting that we missed?

I want to edit the rule without having to lose all of my actions. Making small changes and edits isn't possible and the rule actions have to be completely rewritten each time. I have rules with a bunch of actions that I'd love not to rewrite.

Are you uncertain how Gainsight's Account Hierarchy and Relationships features differ? Account Hierarchy - model your corporate structure and perform roll-ups on data from the child accounts Relationships - help your team deliver success at multiple customer touch-pointsThese short videos help explain the business challenges each feature solves: Understanding Account Hierarchy & Relationships (4 mins.) Relationships Walk-through (10 mins.)For more information, see this detailed documentation path on

I have a customer who has setup a multi-language inline survey question that he intends to put into an advanced outreach. As Advanced Outreach is the only method of utilizing inline survey questions, one would think that AO would honor the embedded survey question translation that my customer has setup. If you go into the AO survey email template, the english version of the email works fine - the tokens are fully mapped, and the embedded survey question looks great.  But, when you go into the other language variants/translations, none of the tokens are mapped, and the survey question is in english. If I click on the survey question I get a translation box that allows me to change the survey question translation, and it mostly works (the very likely, not likely scale below the nps selectors won't translate), and if I map the tokens and save everything appears to work. If I reload the email template and return to what I just saved ALL of the changes are gone - the template rev

After analysis of our current export capabilities, we came to the conclusion that there is an overlap between the user export and the registration export. The registration export gives you a list of users that registered during the giving time-frame. It will give you access to the following fields: username userRank userRankTitle userRole time event_type Also the user export will give you a list of users that registered during the given time-frame. It will give you access to the following fields (in bold the fields that are also available in the registration export): username email userRank userRankTitle userRole total_topics total_comments total_answeredcomments total_likes join_date (registration time) last_visit last_activity The only field the registration export is providing extra, is 'event_type' which

I have noticed that when we make changes to a CSM in Salesforce, that often the owner of those CTA's does not get moved over to the new CSM (at least not quickly). Can someone clarify if this change of owner actually does happen, and if so how long does it take to change because I am often doing it manually. 

I've just tried to set up the Scorecard - Standard View to be auto-delivered to Sales leadership, however, it doesn't seem to work. What I receive is a PowerPoint file with one slide that says "Scorecard". I tried to export another dashboard and it worked but it was a 64 slide PP file instead of an Excel spreadsheet. Is there a way to have these exported as Excel files rather than PP? I filed ticket #9279 with your Support team if you need any further information. Thanks!

Using interactive community functionalityWhile static and dynamic integrations can serve many use cases, injecting interactive functionality into your online channels takes the customer journey to a whole new level. Regardless of the type of interface - whether it’s a chat-based search assistant or a customer portal channel - smart and real-time community interactions will enable extensive reuse of your user-generated content, and will even help add to it. Starting with the essentialsUse case: harnessing search resultsAn obvious use case with high impact is arranging for true federated search. This means that community answer results will be adopted into your web and app search engines for service questions. Depending on the search engine used, this social layer can be built using either real-time API topic search queries or cached results which are synchronized from the API at regular intervals. Another method could be to app

-- Ask from one of the  Customer -- 1.  In Timeline for an account, I logged a call and filled in the “Notes “field, naturally. I also created a future task, which results in creating a CTA called “Test 1 (Example one)” 2. Here in the cockpit, I can see my CTA and future task. But the “Notes” field is not available to me, in the detail of the CTA. There’s a “Comments” field in the CTA but no “Notes” field is available to be displayed. Is there a way to display the Note field that I filled out while logging an activity in the timeline, when that activity becomes a CTA? Based on gathered inputs I get to know both Activity & CTAs are independent entities, except name nothing will be copied, that's how it was designed. Is there any future plan to add that Notes section of Timeline in CTA Section ?

Until today I was the only moderator of Deezer Community FR https://fr.deezercommunity.com/ From the the backend I am consider as an Administrator and I have been responding to topics since "Overview". When a topic has been reviewed, it no longer appears in bold. This allows me to consider that the topic is treated. But, for a few days, my colleague Swanny has been helping me on the Community as a Moderator from the backend. But there is a problem: when she responds to a topic it's always appears bold from backend (CF screenshot) I would like that when she responds to a topic this one is no longer shown in bold and considered treated. How to do? And if there is another way to work better from backend with different collegues can you please give me advices? 😊 Thanks !

The v5.10.10 patch release is live and detailed release notes are available.

I am using data in the MDA to build trending reports. I want to exclude all activity with a created date = this quarter because it skews my graph. I have not been able to figure out how to exclude the current quarter in Gainsight reports/dashboards. Is this possible? 

Noticed some more colors in your community? That’s right, we updated the default avatar set. We also implemented a feature in control that allows you to approve user posts before they are submitted to your community. Check what else is new: New default avatars Gone are the days of long streams filled with grey avatars. From now on each user that does not provide an avatar will get a new default avatar. This avatar consist of a random pastel color from our carefully crafted color-scheme and the first letter of the username. Pending posts (pre-moderation) Under heavy spam attack or want to check incoming posts? Use ‘Pending posts’ to manually

Hi all, wanted to share an interesting upcoming change in the Facebook algorithm with you. In the fight against fake news, click baits and irrelevant ads, content from family and friends will be pushed much more in your timeline. Facebook already became mostly a paid media channel with an organic reach of only 2% on average. And for companies it will only become more expensive and challenging to get their content our there. And this is were you come in 😉 You all know the value of an owned community. Maybe you can use the upcoming changes to evangelize the need and value of your community internally. Think for instance of all the 'free' and long tail traffic your community already generates. http://metro.co.uk/2018/01/20/facebook-algorithm-update-will-change-news-feed-7245129/ Would love to hear your thoughts on this!

I was reading through the "Configure Account Scorecard History" GainsightGo article and I had couple questions. How can I see if my snapshot will be every week or month? Where is this stored in the usage? Is there a configuration connection step in SFDC that I was supposed to perform? That article lead to another GainsightGo article, "Configure Account Scorecards". Under the Validity Period Example header, there's a snapshot of a group of scorecard measures. The snapshot shows a color for each of the measures and each color is accompanied with a score (#) and an arrow indicating if it's up or

I am trying to setup my own reporting for Response Rates and am hitting some struggles. I can see if an email was sent, when it was responded, etc. Unfortunately, I am struggling to find the exact field for the date the email was sent via the AO.  Any guidance? Thanks!

A recent send had an astonishingly large number of bounces. Any reporting field that would help me understand what may be happening?

Our personalized video technology utilises query strings to identify a specific file to deliver when rendering an embeded video.  At the moment this is preventing us from using Gainsight to make use of our own product, so it's a significant problem for us.  We would normally embed a video using HTML code similar to below: <a href=“&vycustom_id=[customid]”]https://inserturlhere?vyemail=[email]&vycustom_id=[customid]” target=“_blank” title=“Vidyard Test Video”><img src=“inserturlhere?email=1&custom_id=[customid]”alt=“Vidyard Test Video” /></a> As you can see, there are a couple of query string fields that we want to be variable values, pulled from a powe

Is there a way to pull a report of customers who have no CTAs? I want to be able to alert CSMs to these customers.

Advanced outreaches are going to revolutionize a lot of our processes here, and I am excited about it. However, I'm not excited about how much training and guidance we've been given here. I've searched through the help articles and training videos, but I can't find anything more in depth than a basic level introduction to setting up advanced outreaches. Did I miss something that explains the new MDA objects related to AO's? Or a document that helps with testing and troubleshooting a new AO? I'd like more understanding before we publish our first one on July 1st. I've noticed a similar trend with other features when they are just released. I get an announcement and a basic how-to. From there I have to figure out the details on my own.

We're interested in exporting a dashboard as a csv as opposed to the email link given a written summary we want to provide with the report. The poor formatting features of the dashboard text box prevents us from wanting to use it. 

New year, new updates. We’ve added category permissions. This lets you control whether members can create topics or post comments in a specific category. Also we’ve added and improve some functionalities for the articles module. Here’s a roundup: Category permissions This feature is available for all our templates (including non-branded). Do your members keep mistakenly posting topics within your 'official' categories? Make the category read-only using category permissions. This lets you control whether members can create topics or post comments in a specific category. Read more in the How-to article

Can you only add a contact to Sponsor Tracking using their LinkedIn profile? What if the contact doesn't have a LinkedIn profile, would the link to any other social media account work to track them?