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8657 Topics
katherine.guenoun
katherine.guenounContributor ⭐️⭐️
asked in Product Experience (PX)
Knowledge Bot Analytics - Track CTAs/link clicks in articles

How can I see CTAs/link clicks on links embedded in knowledge bot articles? Views aren’t very helpful, because any time a user scrolls past an article, I think it counts as a view. I want to know if they click the CTA in the article.  

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katherine.guenoun
KimStocks
KimStocksHelper ⭐️
asked in Customer Success (CS)
How to Transition CSMs from OneNote to Gainsight CS

We are eight months into our Gainsight implementation, and we have CSMs that previously documented their account work in OneNote.  They understand the value of timeline entries and the AI Cheat Sheet.  However, we are getting asked about the ease of searching in OneNote and how it doesn’t seem that easy in Gainsight.Has anyone gone through this and can offer assistance?

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victoria_peeker_barry
KellyBebenek
KellyBebenekHelper ⭐️
asked in Customer Communities (CC)
Are user groups down?

Are user groups down? Customers can no longer access the link to join private user groups and I can no longer generate the URL to invite a user.

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KellyBebenek
jillian.bejtlich
jillian.bejtlichHelper ⭐️
asked in Customer Communities (CC)
Anyway to get unique visitor count through API?

Anyone know of a way to pull in the unique visitor number from the Analytics > Audience using API? Or really any of the audience data?

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jillian.bejtlich
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Customer Success (CS)
Recording: CS CrankUp Technicalities - Verified Outcome Framework

In case you missed it we conducted a webinar on Verified Outcomes Framework where we covered how VO and ROI strategies can significantly enhance your business performance. Below is a recap of the key sessions from this insightful event:Why Verified Outcomes - Importance of Verified Outcomes in driving tangible results. We highlighted how aligning your business objectives with clear, measurable outcomes can lead to sustained success, helping you better track progress and achieve long-term goals. 🎗 Gainsight Best Practices - Sharing Gainsight best practices for effectively utilizing VO Framework, providing actionable insights on optimizing customer success efforts to maximize ROI. 🎗 VO at scale - How you can implement the Verified Outcomes Framework at scale, ensuring consistent results across your entire customer base while maintaining operational efficiency. 🎗For a more insights on these key takeaways and to learn how you can apply them to your business, we encourage you to watch th

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Anjali Goswami
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SumalathaGainsight Employee ⭐️
posted in Customer Communities (CC)
Webinar Recap: "Day in the Life of..." Webinar with Molly Kipnis from Gong.io!

In our ongoing webinar series, "A Day in the Life," we featured a special guest speaker, Molly Kipnis, Community Manager from Gong.io our valued Gainsight customer. Molly presented "A Day in the Life of a Community Manager," sharing valuable insights on how Gong’s Visionary Community drives customer engagement and success.Overview of the Visioneer Community Gong’s Visioneer Community connects revenue professionals and customers to exchange best practices. It boasts over 150,000 unique visitors with a 93% return rate. Notably, users can submit product feature requests, providing valuable feedback directly to Gong's product team.Key Community Programs Programs include one-on-one networking, monthly meetups, and event recaps to keep content accessible. The community spans diverse roles, with a strong focus on down-market users but impactful across all levels.Driving Engagement: Key Strategies Molly highlighted daily practices such as Slack integrations for real-time alerts, a tagging stra

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S
BVirodhula
BVirodhulaGainsight Employee ⭐️
posted in Customer Success (CS)
Crank Up Technicalities! Unlocking Customer health with Gainsight Scorecards

Join us for an in-depth webinar where we explore the transformative power of Gainsight’s Scorecards feature.Date & Time : Thursday 19th September at 02:30 PM BSTRegister Here Webinar AgendaIntroduction to Gainsight Scorecards Strategic Benefits of Scorecards Technical Deep Dive Introduction to Scorecard Optimizer with Horizon AI Q&A SessionPresenters: @Rishibha @lloonker Moderators: @ChiragJ , @BVirodhula , @Sowmya Vemprala & @SharonSalve 

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BVirodhula
KrisGoose
KrisGooseContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Salesforce integration Question

I’ve had success setting up our Salesforce integration, however, while it has recognized the number of accounts/customers we have in the engagement tab, where it is lacking is the recognition of which community members belong to which account if they’re using a different email (say a personal one) than what we have on file?N.B: We were short on engineering resources during our build so we opted to skip setting up the SSO, much to my chagrin. But here we are…please don’t @ me haha  So what am I looking for? Are there any suggestions, hacks, tips, ideas on how I could use the integration or a different integration (zapier maybe) to add community members to accounts in our salesforce instance?

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prashanthContributor ⭐️⭐️
asked in Customer Communities (CC)
Profile picture is not preserved when signin using SSO (openidconnect)

Hi, I followed the instructions in this document to set up OpenID Connect SSO for the Gainsight Network Community. I can log in to the Community website and upload my profile image, but when I sign out and sign back in, the profile image doesn’t appear to be updated.   

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cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Join Us at Gainsight Pulse Europe + CE TopicsNews

Next month, Gainsight is bringing its Pulse Conference back to Europe for another two powerful days. You’ll make lasting connections, learn from leading innovators, and dive deep into the future of digital and AI in customer success. At the “Empowering Customers to Succeed on Their Own” track, you’ll discover strategies to help your customers succeed independently through self-service tools and educational content. Here are two sessions you don’t want to miss:Signs You Need to Scale: Building Self-Service for the Bottom Line: Adam Avramescu, VP of Customer Education & Engagement at Personio, will share how to scale customer adoption and self-service programs as your customer base grows, using examples from companies like Slack and Personio. Learn how to position these solutions with leadership and implement scalable educational programs to drive outcomes and improve efficiency. Small But Mighty: How to Scale a Customer Education Program with Limited Resources: Learn how Albina Bard

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cdonargo
Mathis
MathisContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Keyboard Shortcuts for HTML editing on both control & live site

Hello inSpired community, Do keyboard shortcuts exist in our inSided communities? I often find myself re-editing responses in order to highlight specific parts, mark a specific term, add a hyperlink etc. If only I could do that by cmd+b (bold), cmd+i (italics), cmd+k (hyperlink), etc. Doing so with the help of keyboard shortcuts would speed up that process for me and I would love to see this implemented. Cheers Mathis

3328
DannyPancratz
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Scheduled Monthly JO using CSV ?

Hi,Does anyone know if there is a way to schedule a Journey Orchestrator outreach monthly, using a csv file. When we add the csv file, we no longer get the Schedule option. Is there a way to do this differently? 

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alexander.mahan
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Is there any way to update a user's custom user title via the API?

Based on my tests, it seems not possible, but thought I’d ask (and document) here for others. GET User calls return “usertitle” in the payload for users with custom user titles (but nothing for that field if they don’t have one) Both PUT calls to update user profiles returned errors when I tried to update Update a field in a user’s profile Update a custom field in a user’s profile @Kenneth R & @revathimenon, this will likely need insight from the GS team.

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revathimenon
J
jamariContributor ⭐️
posted in Customer Communities (CC)
Best Practices for Collaboration on Customer Communications - Community, Customer Marketing, Customer Advocacy, etc.

I’d like to connect to other Digital CX Directors/VPs who have handled defining roles and responsibilities with their Community, Customer Marketing, and Customer Advocacy departments. I see potential overlap in email communication cadences and event planning. How have you successfully navigated this?

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security_lion
ryanne.perry
ryanne.perryHelper ⭐️
asked in Customer Communities (CC)
Can you have a video source & Image source side by side in an html widget?

Hi there! We are creating a custom page for Customer Champion program and I’d like to have the link to the intro video next to an image that links to a different webpage? Is that possible? Or just have an image next to the video? Example belowThanks in advance for any suggestions!

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ryanne.perry
João H.
João H.Contributor ⭐️⭐️
posted in Customer Communities (CC)
Darkmode for mobile

Hello everyone. 😊I am Portuguese, so please mind my English. 😅As some of you might know, some users including myself have been looking for a darkmode implementation for gainsight coammunities for sometime. The contextIn the community I currently am a part of, some power users started asking for a dark mode, so i started trying some solutions for this that:Would be simple enough not to interfere with gainsight’s modules;  Its easy to implement and maintain on the long run;  💢 Note that I studied IT for 3 years but am no expert on the matter. 💢I am sharing this code with all of you so you can tweak it to your needs, share your ideas and feedback on improvements that you would consider important and help each other. Description of the ideaSince most of our visitors come from organic traffic, are mobile users (around 70%) and are arriving at the community in specific articles, I considered the following: The most important place to implement the dark theme would be in articles. The mos

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João H.
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Customer Success (CS)
Change RGB code for Scorecard Labels

I have been working with a customer who would like to change the RGB code for Scorecard Lables. You can not change the colors with custom colors since label is a lookup to the scoring scheme definition and colors need to be set from the scorecard. The question is, why can't you change the RGB code through this option?

803
ChiragJ
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Objective Order on Success Plan Template

I love that you can add a template to Success Plans, however I am having a few issues.  When I add objectives to the Success Plan Template the order is different when the CSM applies the template.  Is there a way to make Success Plan Templates editable like playbooks where you can move the order of the objectives around and then they show up in that order for the CSM?  Right now I keep battling with the template by adding and deleting tasks to get them in the order I want, and then for some reason they still show up in a different order when applied to the Success Plan.  

31111
rahul_prayakarao
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Formula Fied - Date Difference - Hours

Im creating a report to see how many hours it takes for the Gong-Gainsight integration to create timeline entries since the activity happened.In the interval, I cant find Hours. Also the resultant value is not decimal either.What is the reasoning for not having Hours, Minutes, Seconds when literally there is Milliseconds? Maybe I should submit that as an Idea.Also I noticed, it ignores the “Time” portion and simply shows the “Day” difference. However same formula shows milliseconds in difference where it considers the time portion. Its confusing how same formula behaves differently based on Interval. This is incorrect as the interval should only affect the FRACTION of the result, not the behaviour.  

662
romihache
Charles Dane
Charles DaneContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Customize "My Profile" Page

I’m curious if it is possible to customize the “My Profile” page so widgets other than “Popular Tags” and “Badge winners” can be swapped in. Thanks!

543
Alistair FIeld
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Leaderboard widget and leaderboard page doesnt obey excluded roles

We have two problems. First one appears here as well:Even we have excluded certain roles from the leaderboard widget and leaderboard page, users still appears in the widget and the page. I dont know when this has been started, maybe several weeks ago. Here and in our community as well.I cant find our roles from the leaderboard widget. For example: Administrator or Moderator. There are roles what seems to be roles from other Finnish community. I have selected roles what seems to be moderator role but widget still displays our mods.Is there anyone who have same problems?

539
revathimenon
NormRasmussen
NormRasmussenGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
Gainsight CE's Upcoming Office Hours: Let's Talk Webhooks!

We're excited to bring back our Office Hours sessions, coming back strong to talk about Webhooks with Gainsight CE! 🪝 What are Webhooks? Webhooks are an integral part of how an organizations tech stack talks to other applications within the tech stack. CE Webhooks automatically send real-time data—like learner enrollments, course completions, and progress updates—from Gainsight CE to other platforms such as your CSP, CRM, analytics tools, or internal systems. 🎉 Why Attend?In this session, we’ll explore:What Webhooks are and how they enhance automation in Gainsight CE. Which key events in Gainsight CE can trigger Webhooks (think learner activities, course completions, etc.). Where Webhook data can go, and how it can integrate seamlessly with your existing systems for better workflow automation and data management.🙋🏼 Who Should Attend?This session is perfect for Gainsight CE admins along with their tech teammates looking to automate workflows, share real-time learner data with other

381
cdonargo
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Product Experience (PX)
Understanding your users better with Gainsight PX

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we at Gainsight, recently launched a new in-app engagement using Gainsight PX to ask our users directly. How did we build

10557
aaronhatton
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Customer Success (CS)
Productboard integration - Getting a list of notes for import

We are configuring the Productboard integration within Gainsight CS to allow for us to use the product feature requests. We have imported and mapped all of the companies and now need to import the list of notes so we have historical information. The instructions (https://support.gainsight.com/gainsight_nxt/Product_Requests/Product_Requests_-_Productboard_Integration/Configure_Product_Requests#Productboard_Data_Management) advise to log a support ticket with Productboard which I didn’t want to do.Instead, I wrote a PowerShell script to pull the data I need, and export it as a CSV which I can import into Gainsight. I thought the script could be useful for someone else in the future, so here it is: # Set the API endpoint and headers$apiUrl = "https://api.productboard.com/notes"$headers = @{ 'X-Version' = '1' 'accept' = 'application/json' 'authorization' = 'Bearer token' # Replace 'token' with your actual token}# Set the output CSV file path$outputCsv = "Productboard

250
aaronhatton
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Customer Success (CS)
Productboard integration - Get company list for import yourself

I’m currently setting up Productboard with Gainsight CS for feature requests to be logged within Gainsight CS, and the instructions (https://support.gainsight.com/gainsight_nxt/Product_Requests/Product_Requests_-_Productboard_Integration/Configure_Product_Requests#Company_Mapping) say to log a support ticket for the list of companies.I didn’t want to do that, so I wrote a quick PowerShell script to export the information with the API key I already had from completing the connector configuration. I wanted to share it here in case anyone else needs it in future. # Set the base URL for the API with placeholders for pageLimit and pageOffset$base_url = "https://api.productboard.com/companies?pageLimit=100&pageOffset=0"# Authorization Token (replace with your actual token)$auth_token = "XXX"# Variable to store the current URL (start with the base URL)$current_url = $base_url# Variable to control the pagination loop$has_more_data = $true# Array to store all data$data_array = @()# Loop thr

160
aaronhatton

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