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IoT (Internet of Things) can make our homes safer, more comfortable, and more enjoyable. But getting all your appliances from different manufacturers to “talk to each other” can be quite complex and confusing. Read here how your community can help reduce this complexity by connecting members that are new to the technology with their more knowledgeable peers. How does your community bring together members to learn from each other? Let us know by commenting!

Has anyone figured out how to track salesforce community posts in Gainsight?

Your community members are eager to help you innovate your products and services, but are you getting the most out of their knowledge and insights? Read this blog to find out how to leverage your community for ideation. Did you use other techniques to gain insights from your community members? Or do you have further questions on how to use the mentioned methods? Let us know by leaving a comment!

Shouldn't the on/off toggle for playbooks allow for a playbook to show or not show in the list to be added to a CTA? No matter if I have a playbook turned on or off, it still shows in the list to be added to a CTA. 

Hi - We have had some problems with our internals emails getting blacklisted - we're still investing. Is it possible to search the blacklisted email accounts by domain name? It seems that I need to enter an individual email, which is very time consuming in our current need.  This has also come up where we want to confirm that contacts from a specific client have not been blacklisted. Thanks, Elizabeth Adams

I've gone through all the steps to set up multi lingual surveys, but it seems that I can't edit my existing survey questions to add additional languages. When I click the language button it doesn't seem to do anything. When creating a new survey it works as expected though. Am I going to have to abandon my old survey to make a new one that is multi lingual?

In flattened surveys you have 2 fields from the survey question that you can report on. The issue I have seen is that one field you are reporting on is  the survey question, for a rating question this will display 0-4. The other is the participant response and will display 1-5. We would like to be able to aggregate on the response value 1-5.

I would like to capture the date of the latest meeting as recorded in the Timeline (Activity type = Meeting) and push it into a field on the Customer Info. I can't seem to find the Activity Type field when defining the rule. Did anyone implement it?

The issue that brings up this question is, I am speaking with a customer that has multiple thousand people in every account so they don't want all of those to show up individually. The would like to see a cumulative score in that account instead of seeing 2000-3000 responses. Beside a report could there ever be an option to show cumulative score on the NPS tab?

A bit unfamiliar about what the Lookup Relation feature does exactly. Just wanted some clarification. So, for our situation, we have a web based platform for our users. That Usage data is then uploaded by our Devs into a MDA object called 'Weblogs' which is storing all the different types of Usage by our clients. We are then building a report off this MDA object to track Usage by Types at the account level and individual user level. However, it looks like we are not pulling in the users into the correct account. They are appearing under different child accounts.  I am wondering if this caused by the fact that one of the fields in our MDA has the enabled Lookup Relation feature. The field is called "Username" and has a Lookup Relation set up so that we can match the Friendly name (which we don't get from the data drop by Devs).   I noticed that the users are appearing in the reports for the account they are listed under in SFDC instead of what account they are under in our p

Are you aspiring to make your community the first place your customers go when they have questions? You can achieve it in just 3 simple steps! Read about how Simyo did it here. Are there any other steps you have taken to put your community in first place? Let the community know!

I wanted to get an email alert when a CSM updates the activity timeline. Is this possible?

I have set up some nurture emails using.jpg and hyperlink to community pages, but when the email is sent and synced to Timeline, the "body" of the email (image and hyperlink) is lost.  or am I missing something?   Seems at least the URL would stay so you could go to the page for reference in future. Without that, the rest of the email doesn't tell you much, especially for syncing to Activities in SFDC - no one will know what the email was for necessarily.  

We are crafting v2 of our Health Score and some of our score components have a few variables at play.  For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc..  These things could compound to give a customer a bad experience.   [i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening? For example: Start customer at 100 points - 5 points for every case opened for more than 20 days - 30 points for every escalated case - 5 points for every case re-opened in the last 90 days If a customer has a combination of things happening, their score would be low to reflect that.

Community Champions are passionate people who invest their time on the Gainsight Community by sharing their knowledge and helping their peers. These super users post questions, use cases, feature suggestions, and help respond to other Community member’s questions. The Gainsight team is both proud and humbled to announce our Community Champions. Community Champions will receive special.gifts, and also gain visibility and recognition among their peers as experts in the platform. You can recognize them by their Champion rank and “trophy” icon in the community. Please join me in congratulating all of our Community Champions!

The look and feel of your community matters, our data shows. We have seen it lead to higher amounts of posts, more traffic, as well as longer time spent on the community website. Learn all about the 3 benefits of design here. What are your website elements that contribute to your community’s engagement? Let the community know!

Hi, I'm trying to create a CTA off of a custom MDA table I've imported. I can pull in all my fields, but when I go to the action page of the rule, the only options I get are "Load To SFDC" and "Load to MDA". I have an Account ID and a CSM ID as fields that I'm pulling in. Is there something specific I need to include to make the CTA action option appear? Thanks

I have a UI View report for our corporate CSM's but the report params only allows me to filter by 3 fields at max. I have 4 CSM's. Is there another way I can do this?

I created a Bionic Rule to first fetch data from the Opportunity object in SFDC and then to transform it and upsert into a custom MDA. I noticed an issue when the 'Amount Closed' upserted into the MDA from the Opportunity object was not matching the amount from a report in SFDC . After some investigation, I noticed that there was one specific Opportunity not being pulled in called 'Upgrade - New Group Subscription'. As far as I can tell, it is still being marked in SFDC just the same as other Opportunities that are being fetched using the bionic rule.  Furthermore, if I run a custom rule to fetch data from the Opportunity object using the same exact parameters and then upsert into the custom MDA object, I am able to pull 'Upgrade - New Group Subscription' in from SFDC and load to MDA just fine. Not sure why the bionic rule is not allowing this? I have the same fields in the 'Show' section and the same Filters. I would assume that the Transformation task of the bionic rule is so

I'm trying to create a CTA for when a customer's Account type changes from Customer to Expired/Terminated. Is this possible to configure via the Rules engine? If so, how?

Let us know by voting in the poll what you would like to see more of on inSpired! Have another suggestion? Don't hesitate to let us know by commenting!

We're new to surveys and are having a couple odd things in the setup. Part of it is due to our Sites config and some limitations there. So, can anyone tell me what you gain from a reporting/analytics perspective when you use an HTTPS survey rather than an HTTP survey? Thanks!

So I've been struggling to configure a rule that assigns a CTA to the assigned CSM for the account AND also sends an email to the assigned CSM. Here's what I have done so far: 1. Setup an email template using tokens 2. Validated that the CTA is correctly assigned to the appropriate CSM It appears as though I have not configured the email tokens correctly. How should this be configured?

We're always updating and adding new content to Gainsight Go. While the list of articles updated in the last month is too long to list, here's what's new: Survey Flattening Overview  Rule Action: Load to Feature Bionic Rule Trend Calculator  5.7.3 Patch Release Notes How to Test an Advanced Outreach  Tutorial: Create a Report to Determine the Length of Time Between Two Milestones Matrix Data Architecture Overview VoC Onboarding path - contains all of the onboarding articles, incl. widget config instructions, & vault assets to support your Voice of the Customer program Onboarding for Other CRMs - docs to support stand alone implementations for customers who don't use SFDC as their CRMYou can follow the Product News & Updates category on the Community to receive email notifications about new product content on a monthly basis, as well as general product news. If you have feedback, please email docs@gainsight.com.

I'm very new to Gainsight as the Admin/Config for my business unit.  One of my rules is failing now and I don't know what the error indicates and looking for some direction... "2017-08-08T10-15-47_UTC - MDARule Execution failed: CSV header 0012A00001wCFvYQAW" does not exist with any field alias name." I didn't set up any MDA stuff (done by Gainsight team that did initial setup) so I'm lost here...