Discuss Gainsight Products

Welcome to the inSided Whiteboard!   In this release the main topic is using Post fields and our Post Field Analysis tool.         Transcript: One of the main issues community managers find when reporting is that aggregate figures (total replies or total number of topics) are simply not detailed enough to, for instance, find out what the recurrent issues of their different products are, or not specific enough to give feedback to product tea

At inSided we like to work closely together with our customers. In our Innovation labs we discuss the roadmap and gather feedback on new product features. We share our roadmap: https://app.productplan.com/p/cuJv54zHDg174ML5ZgCf8u5YJsJnJi-E to show where we are working on and what’s planned in the near future. And we continuously improve our products by showing early work in progress during meetings and here on the inSpired community. The only feedback we are missing in this story is the feedback from the actual end-user. Sometimes we find feedback on the communities of our customers, like this topic: https://forum.tele2.nl/over-het-forum-327/nieuw-community-design-64822/index1.html from the Tele-2 community. But we would like to involve the end-user more often during the design process to make sure that we've designed the right solution, before we start to develop anything. Last year we had a Usability test together with one of our customers. In this usabili

I have a customer is looking to create a chart which shows CTA and Task information for "Objective/Success Plan" CTA's. In order to pull this information, we have started with the OOB data space around success plans. The issue that we are running into is that some of the objective CTA's dont' have any tasks associated with them. When using the data space, we are going CSTASK > CTA Group > Call to Action > CI > Account.  I understand the limitation which is (if there are 0 tasks for a CTA it doesn't show up on a CSTASK build dataspace) but client would like to see them show up even without tasks. This is the request. Also, aside from building this out in an MDA table... any suggestions on how to accomplish this?

From now onwards we will discuss interesting and challenging aspects of community management. We kick-off our videos with a topic that is essential for community managers and community success: Sense of Community Don't hesitate to leave your comments or questions below and remember that you can learn how to measure Sense of Community by visiting our Knowledge Base

We are rolling out a new survey to the majority of our customers. During our preparation, I am working to setup some reports and dashboards for our executive team. I'd like to be able take the Survey Dataspace, which is a great template as a staring point, and add key fields from our SFDC instance. This will give me more flexibility with reporting survey results against other customer metrics. How is this accomplished? Thanks!

Why would an account that has churned still show a status of Active in Gainsight?

The Damloop, a.k.a. de Dam tot Damloop, is the largest running event in Europe. It's sold out, but we have a ticket for you. You are invited to join the inSided Running team and run the Damloop together with inSided colleagues and friends. In short: -Dam tot Damloop 2017, running event that will take place in Amsterdam, the Netherlands -September 17th, 2017 (Sunday) -10 English Miles -You as an inSided customer can join for free See the Damloop website for more detailed information. How to sign up? Just leave your name in the comments. We will confirm your registration. Any questions? Leave your question in the comments. See you at the Damloop!

We built a CSM satisfaction survey and sent it out through Gainsight.  We are now trying to build a report that will show the average rating by CSM.  I am having a hard time doing this.  I do Show me: Answer Name by CSM Name filtering for a specific Question Code.  All this does is show the count of responses for each CSM and does not give me the option to average it. I assume it's because Answer Name is reading as a text field although it's a numerical survey response.  What am I missing? 

I've been chatting with a customer in regards to the UI in the Set Score 2.0 action of a rule. What we've noticed is that when you select the measure, and then select the scorecard that you want to write to (when you have multiple scorecards), the scoring UI shows the name of the scorecard instead of showing the name of the measure. (screenshot attached). It's our thought that this should show the measure name instead of the scorecard name.  This could confuse a user and lead them to believe that the score is being written to the scorecard as a whole instead of the individual metric.

Hi all, Does anyone know why i can't place a video in my text? Greetings, Tanja

In Salesforce our contacts are assigned a key contact type (Primary Support Contact, Primary Executive Contact, Etc). This Key Contact type is in Salesforce as a picklist and is associated with the Contact page. We want to be able to run a report for NPS data where we can segment out by the Key Contact type or see the key contact type associated with the contact in a list type report. Anyone have any ideas on how to have the key contact type show when running a report for NPS data?

I'm trying to create a filtered powerlist that pulls contacts when they have never gotten an email from us before. We have a field in SFDC that keeps track of the last date an email was sent and at default has no data in it. I'm trying to create a filter that says, "Date field is equal to null" but it keeps returning an error that I need to input a date.  Is this a bug, or is there something I'm missing here? Edit: I can put a value in like "Run Date" but then would it trigger when it's equal to both run date or a null value? That could result in people getting the email two

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Looking at the upcoming release at Test, Nick and Leslie from CA Technologies said that they won't be pushing the latest release until the behavior of every detailed CTA view opening on the Timeline tab by default, specifically as the team isn't using Timeline right now and it's going to add a lot of clicks for the CSMs

The CTA detail view is highly customizable. Admins can add Account/Customer Info fields to the detail view to display and collect information from their CSMs directly in Cockpit, without having to navigate out to the SFDC Account page. And using linked objects, you can link other objects (such as Case, SFDC Opportunity, Milestones, etc.) to the CTA, and create miniature forms. These forms can help save your CSM's time! For some ideas to help you get started creating CTA forms, check out these new resources: Create CTA Forms Using Linked Objects (5 min. video) Create CTA Forms Using L

For customers who are new(er) to Gainsight's CTA configuration options, you'll want to refer to this new How to Configure Cockpit and CTAs path on Gainsight Go. It contains a series of articles that will walk you through the process of configuring Cockpit's list view, CTA and task detail views, CTA types, linked objects, etc. We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for these docs path tabs throughout our product documentation:

For customers who are new(er) to Gainsight's report building and dashboards functionality, you'll want to refer to this new How to Build Reports path on Gainsight Go. It contains a series of articles that will walk you through the process of building and displaying reports in Gainsight.  We've created a handful of documentation paths, which you can find by searching for "path", and/or by keeping an eye out for guide tabs throughout our product documentation: We welcome your feedback

Create a powerful, rich text editor for our communities. When we released our first communities years ago we believed that formatting options should not be widely available. We allowed styling through BBcode, discouraging ‘trolls’ and 'novice' users to create ugly screaming posts. Advanced users, who were willing to take the time to write long-reads, do know how to make use of the BBcodes. Times have changed, users learn and the demand for easy and usable products is high. Using BBcode does not satisfy users, therefore I'm happy to say that we are working on a new editor for our communities. In this article, I'll share insights on this process. The

Welcome to our inSpired community's category News & Updates! This topic explains the purpose and themes within this category: What is this category about? In News & Updates you can stay up-to-date about all the new releases of the inSided platform as well as about news related to events that are relevant for anyone who directly or indirectly works with communities. What can I do here? You can reply to all the inSided news and you can also share news of your own. Is you community new and you want to celebrate your achievement? Then you can use this category to let us know about it. Is your company changing or launching something new that you want us to know about? Then you can use this category to tell us about it. So, join in the discussion and let's build great communities together!

I'm trying to create a CTA for my CSM's for a manually set scorecard so that if it isn't set 7 days after on boarding is complete. I tried to create a rule that triggers when this particular scorecard value is NA (the CSM hasn't updated it yet) but I get 0 returns from that query, even though I know that these scorecards exist.  I've been looking into it, and I think the reason is that when nobody updates the value, the card is never instantiated, and therefor doesn't exist in the database. I did counts of how many health scorecards each account has, and 4 of them (the four that have NA CSM Sentiment scores) only return 6 scorecards when they should have 7.  So I'm trying to figure out what to do with this. The scorecard itself seems to be completely unsearchable, so I can't just assign it to some value to instantiate it. I was wondering if there was some way for us to default the value of the card to 0 instead of NA, or if

Hello Gainsight community, I hope you are all having a great Monday! I just enabled this new feature in Gainsight. As much excitement as this feature has brought, I received a bit of a cold shower once I realized that it might only work in English and be quite limited in terms of customization. Therefore my doubts are the following: Is my supposition correct, is the feature only able to automatically analyze comments written in English? Independently of the answer to my first question I am still curious, is it possible to customize the feature to perform a slightly less intelligent use case for us: I have several lists of keywords (in Portuguese) that make us several "Product categories" relevant to the way we wish to use NPS data in our product design process. For instance: price, marketing, expensive, cheap, pricing plan, affordable, ect. make up the category "Marketing/sales". Would

hello we leave topics open (that is: no reaction at all) for 12 to 24hrs, before moderator answers. I know there should be a possibility to install a filter so we see the topics, created about 20hrs ago, at a glance. I would like to filter on 20hrs, so we have some additional hours to respond. I don't know how to install the filter?

Is it possible to assign CTAs to multiple customers? This is needed to help track and follow up on team assignments or company-wide initiatives.

We have some CTAs that were created at the account level that we need moved to the relationship level.  Is there a way to do this via mass edit or other mechanism that does not involve recreating the CTA? 

Can I setup "or" filters like this screenshot? My goal is to make the CTA if the customer answers the specified answers for any of the questions. So I put in "or" for the question numbers. Does that work?