Discuss Gainsight Products

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Hi Gainsight community,I am trying to populate the list of systems installed on an account through a “Systems installed” multi select picklist which i have created. How do i create a rule to populate multiple items for the same account. The rule takes once record at a time and only populates the last item. For eg Account 123 has install base serial numbers abc, def, ghi, jklI want to populate for all accounts their unique serial numbers in a multi-select dropdown. I created a multi-select dropdown and called it “Systems installed”, it wanted me to add one value atleast so added a default value while creating the field in the company object. But when i ran the rule for the account which has 17 such serial numbers it errored out. ThanksAnil     2020-10-29T00-49-57_UTC - GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: Installed_Systems__gc] at row number 12020-10-29T00-49-57_UTC - GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: Installed_Sys

Hi All, It seems that if you add an MDA report to a dashboard you can't set global dashboard filters even if you're pulling the same fields into the MDA table. If there's away around this, that would be great. If not, this is a significant gap in functionality.

We have an MDA table that contains a calculated health score for each week going back a full year.  We would like to run a rule that loads those historical (weekly) scores to the Scorecard so that we can see how it has changed over time.  We've created a rule that should work, but it only loads the latest value.  Is there a way to accomplish what we're after?

Is it possible to send reports or dashboards at a regularly scheduled time each week to internal users?

Today I noticed that my private messages with a community member are now displayed in reverse chronological order. This means that the most recent message is at the top. I understand the benefit of this, but now when I want to reply to that message, I must scroll down to the very bottom. This means that the oldest message – the very first message – that was exchanged is directly above the box to write my message. This means I cannot see the latest message I'm responding to. This is especially difficult when there have been many messages exchanged with a community member. I'm attaching an example – I've been exchanging PMs with this community member for 5 months now, so it takes a lot of time to scroll up and down to see what was said in her latest message so I can reply effectively. My question is: Is this a permanent change? Is there some way I can revert back to the way the messages appeared before, with the most recent message appearing directly above the message writing box? I

So, one year on, we’d like to share how it’s getting on... 4000+ forum users and counting 400+ threads opened they’re a chatty bunch! 3 Super Users always posting and helping others Not forgetting Boost We’ve launched a Forum for our PAYG customers too Driving the EV revolution with a dedicated forum Getting smarter 24/7 with a new smart products area All this in just one year! We still have a lot to do, but we think we've had a great first year! We have cake and balloons and have shared the birthday love with the whole of our team!

Hi everyone, There probably have been half a dozen post or more on column widths and horizontal scroll bar for reports. Good news is we are looking to build this. I need some feedback. 1) Right now we 'fit' all columns into a report on a dashboard or C360, no matter how many column. We simply reduce the width (even if not legible) to fit. (There maybe some upper limit, but in principle). We actually do have lengths defined for different column types optimized to fit around 7 - 9 columns for reports with 100% width. Of course with more columns or less width (50% width) these get compressed as described above.  The question is, once we enable horizontal scrollbar, is it okay not to compress to fit and just abide by the widths.The effect of this is for ALL reports, that alway shows all columns in Gainsight, it will now only shows whatever fits, with an obvious horizontal scroll bar. I believe this is the right solution, but since it changes existing behavior want your feedback.

Hello everyone, It has come to our attention that the Grammarly Extension has been causing an issue with some of our text editors across the platform. This occurs when text is typed into the editor and Grammarly is triggered to check spelling and grammar - causing the text to disappear and the rest of the text box functionality to break. We have been in contact with Grammarly and they are aware of the issue. Their developers are currently analysing the cause of this issue and are working on a fix - however, no time-frame has been provided for a solution. In the meantime, we suggest turning off the Grammarly extension whilst using your community platform. To do that, please click the G icon on your browser's toolbar and toggle Check for writing suggestions and Show definitions and synonyms via double clicks off. We will keep in close contact with Grammarly and keep you updated once more information becomes available. Thanks, Oliver  

I would like to hear more about DSA (Digital Service  Act, 2022/2065) plans. EU have set new regulations for the companies who have online platforms, beginning of 17.2.2024.I think inSided have plans to provide full support for the all features?EDIT: I added link

Any ideas why this happens?  This happens for all of our mods. Started maybe few months back.This isnt showstopper, Control works normally so that´s why I havent asked this before. But now I think I would like to get this fixed.→ Why clicking Control from the community portal, moderator isnt forwarded to the Control Home Page?

Hi, The task of ordering show fields in Reports is one of the most annoying bugs in Gainsight's user interface. It's there for months. Please, could you fix it? I'm using Google Chrome with Windows 10. I've recorded a video below to showcase what I mean: Thanks

Note that there’s a now a much cleaner way to do this! My article below describes how to use email as the method to get data from Gainsight to Slack, but you can use the APIs instead.Step 1. Create an External API Action that has the right fields to accept the data that you want to show in your Slack post: Step-by-step tutorialStep 2. Set up your JO Program to use that Action, and populate it with data from the survey response: Call API Action Type in Programs-------I'm very pleased to say that I was able to set up an Advanced Outreach to push our NPS responses to Slack!Preview in SlackClick to Expand in SlackMy setup takes the NPS answer, and the answers to two open-ended questions, and pushes them to Slack each morning, for the survey responses submitted the previous day. Partially-submitted responses are still pushed to Slack, and if the participant further edits their response in the future, they will be pushed again. It took me about a week to figure it out my own, and it should b

The analytics that are available in the Survey and NPS tabs are great, what would be even better is if those were also available in Reports.  For example, the NPS summary that shows the actual NPS score (%).  Our survey is on-going so we need to be able to trending this score month over month, as well as have the ability to filter by regions, teams, product, etc.  If this report was available to me in reports I could customize this the way we need it, which then allows up to have them show in the Gainsight tab - then allowing us to share with others easily.

  This year at Pulse we are dedicating an entire track to Admins! Our intent is to give you Gainsight product specific content that is useful for all of our amazing admins. We'll have product roadmap deep dives where you can learn about our direction on the platform, CSM end user solutions and beyond! We'll also focus on how you can leverage your customer usage and interactions to drive better business outcomes. A major component of the admin track will be Customer Showcases. Different than other customer showcases that might focus purely on the business side of things, this showcase will ask customer admins to present their technical solution AND go deep on how they did it. Think of it as a "recipe" that attendees can take home and try on their own. We know that you will want to be in attendance for all of these technical sessions! But ... there's more ... Would you like to be a featured presenter at Pulse as part of the Admin Success Track? If you have a creative solution y

Hello Everyone,This is to inform you that for the Q3, October release, there will not be an Early Access to Release Notes document available. Here is a high-level list of tentative items you can expect in the Q3 Gainsight CS release:Scorecard Optimizer - Improvements to Setup and Model Results*  – We understand that optimizing scorecards is a challenge for many customers, as assessing their effectiveness and choosing the right weights and thresholds requires complex data analysis. This makes it difficult to predict churn and expansion accurately, which is crucial for efficient Customer Success operations. *Please note the Scorecard Optimizer enhancements are no longer going as part of the October Release.                                                                   Timeline: Calendar Context Resolution Update: While customers have made great use of the Calendar integration for creating activities, some have encountered challenges with contact data not being consistently accurate.

Hey all, this is a notification announcement that we have removed BBcode parsing from the front end of the platform now. This is part of the overall transition from BBcode to HTML - a necessary change that will enable much richer and more eye catching content format of posts (yayy!). At the moment we ask that you do not use BBcode in the creation of topics anymore - it will render normally in control but will not render in the front end to your end users. We will of course make another announcement that the rendering of BBcode has been retired from your control environment too. Any questions please just get in touch!

 This video shows how to post any message to Slack from Rules Engine (or JO) leveraging External Actions in Gainsight. We use 2 methods that Slack has to do this:Webhook (first half of the video) OAuth authentication (2nd half of the video)

Hi all, Anyone else experiencing issues with getting the chrome plugin to show/display consistently? Multiple refreshes along with uninstall/re-installs don’t fix the issue. I have a hunch it may be due to Okta, but my tests show it’s still not visible even after logging in via Okta.  We’re using the latest version (1.3) and Chrome is up to date (Version 87.0.4280.88 (Official Build) (x86_64)). It seems to show up and disappear on its own and I’ve yet to figure out why. 

In Sally for Slack, after I import new users from their Slack Avatar, they get added in the Users List as disabled. I understand that this is expected behavior (per support ticket 29439), but it may make me lose my mind. The lesser problem: For a first-time user/admin, this is not intuitive. In the Avatars tab, I import the Avatars, then try to Enable Sally Access for them, but get an error (screenshot: https://cl.ly/3g3g083q0y0r). This error message doesn't give me enough info to know that I have to switch to the Users List tab and enable the users. The bigger problem: Enabling users is burdensome. Consider that I'll have to do this for my entire sales, professional services, support, implementation, and executive teams: Scroll/page/search through the Gainsight Users list, looking only for the users who I just imported from their Slack Avatar, and skipping the many users who are [i]not on those teams, but are present in this list from Sale

Today, we launched the PX Knowledge Center bot in your PX instances. From the KC bot, you can view getting started materials, including engagements, links to articles and release notes, and more! On the Knowledge Base tab, you can search for any topic and preview our product documentation. PX can integrate with some of the largest documentation vendor apps in the market, such as Salesforce, Zendesk, Mindtouch, and helpdocs.io.To learn more about configuring the Knowledge Center bot in your own web app, check out this article.   Click "read more" in the article preview to open the article in a new window.And on the Onboarding tab, you'll find links to getting started docs and guides.   Try out the new Knowledge Center bot, and let us know what you think!

Dear All,We would like to invite you to participate in a survey that we are conducting on Inline Editing in Reports. The purpose of this survey is to know and hear your thoughts on a few key aspects of the feature.The survey should take approximately 2-3 mins to complete. To participate in the survey, simply click on the link.If you have any questions or concerns, please feel free to drop a comment below.Thank you for taking the time to share your thoughts with us. Your input is essential in helping us to build a feature that meets your needs.This is following the VCAM we had a couple of weeks ago  

 We often hear from customers that are uncertain which survey to use between the options of Non-anonymous, Semi-anonymous, and Anonymous. Choosing the “wrong” one for your use case can lead to quite a bit of rework and annoyance, so hopefully this guide helps you choose the “right” one from the very beginning! Let’s take a closer look at each survey option and also discuss possible use cases.  Option 1: Non-anonymousThis type of survey is most typical and allows you to track each individual recipient in your metrics. You are able to use each Journey Orchestrator Program survey model, including CSAT, NPS, and Generic Survey. You’re also able to follow up with each individual respondent via CTA or email, as discussed in our recent webinar on closed loop NPS surveys.Sample use case: You want to get feedback from specific contacts at a customer regarding a recent implementation you finished. Based on the tone of feedback, your CSM will follow up appropriately via a Call to Action. Option 2

We love the new Timeline feature but would like to monitor adoption and also report on customers that have 'activities' logged within Timeline. Is it possible to build reports on this feature?