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8657 Topics
K
KeoniContributor ⭐️
asked in CE & Skilljar by Gainsight
Is there a way to insert Calendar holds to vILT notifications?

I am looking to implement adding calendar holds to emails for users who register for vILT but I am not seeing a way to do this under the properties. I feel this will be pivotal for attendance and registration efforts. Can anyone help?

363
cdonargo
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Salesforce data in CC

We recently connected Salesforce into our CC so we could see the engagement dashboard in analytics but there is no data yet. Where can I find the toggle for Import Salesforce Account data to Customer Communities?I’m not sure what we’re missing, any insight would be amazing. Thank you! 

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baraica
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VarshaAhirContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Username initial not getting capitalised in the Email Campaign

I am sending my regular monthly community newsletter and for some reason the username code is picking up receivers name in all small letters. I would like the initials to be capitalized as that’s how it used to be. Any help is appreciated. Code in the email campaignThis is how my name is getting dispyed when I reciev the email 

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Kenneth R
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How can I get an icon file for the leaderboard? I want to use it for designing badges

I want to design badges that relate to our our leaderboard, specifically using the same icon that displays for the top 3 on the leaderboard. How can I get that file? 

162
DannyPancratz
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Editing a post

Do members get notified if an admin/community manager/moderator edits their post in the community? 

324
DannyPancratz
Mattie K
Mattie KContributor ⭐️⭐️
asked in Customer Communities (CC)
SSO Username Registration, Privacy Q

A hypothetical question: If we bring over the left side of the email in SSO (mattie.krop@company.com → mattie.krop) it forces the name of the user. It’s a better user experience in terms of auto-registering folks, but how does this play into privacy laws. I’m sure it depends on the privacy statements clients already acknolwege when it comes to use of platforms, but when they opt-in to give you their info it’s not necessarily to be used in a broader community. It might seem trivial, but chopping off that email to see a first name could still feel like a breaking of boundaries. How have your teams handled this situation? Did you opt to simply have people manually register themselves the first time (at minimum having to choose their own username) they come in through SSO?   

522
Kenneth R
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jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
One KC Bot with recommended content or multiple different KC Bots?

How do you determine whether you are going to build multiple KC Bots for different stages of the customer journey vs one universal KC Bot with different recommended content?Our biggest struggle is we don’t like the idea of the customer having to click the “recommended content” widget to show everything related to that page. We feel like so much could be missed due to this extra step. Is there a way to skip that step and just automatically show the recommended content on the widget?

381
Sruthimalla
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nicolehajekContributor ⭐️
asked in Customer Success (CS)
Inline survey not populating in JO

I have created a Generic Survey and added the survey to a template using the “question” survey type. When I go to add this survey to my JO program, I cannot select the ‘question’ in the set up of JO. Please let me know what i am doing wrong! thank you!

331
matthew_lind
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jadkins.iiqContributor ⭐️⭐️⭐️
posted in Product Experience (PX)
KC Bot Examples

We are just entering the world of creating our first KC bot. With so many options of cards, articles, engagements, and web links, we aren’t sure where to begin.  We would love to see some examples of what you might be using! We love the way the Gainsight KC bots, but looking for inspiration from other people as well. Can you share what your KC bot looks like?

361
mmarques
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Daryl PortchContributor ⭐️
asked in Customer Success (CS)
Timeline entries back to hubspot

Is there a way to post timeline entries back to hubspot company activity?If not is it possible through API, Zapier etc?

391
Mdsingh
jay_honeybook
jay_honeybookContributor ⭐️
asked in Customer Communities (CC)
Best way to organize product updates?

So, my org has multiple products which means there are multiple product updates that go out at any and all times.We currently use the Product Updates part of the platform but realize that folks aren’t subscribing because it’s an all or nothing kinda thing. We want to be able to organize product updates better by product and were thinking of creating groups for this instead where members can sign up for a group and receive a notification when an article (product update) is made. I was wondering if you all had any ideas on how to best do product updates so that members can only receive those to the specific products that they are interested in instead of all or nothing, I hope I made sense.

402
security_lion
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BiancaTaylorSCContributor ⭐️⭐️
posted in Customer Communities (CC)
Zapier for managing product updates and associated ideas (and duplicate ideas)

Hey there!I’d like to better manage Product Updates and Ideas in the Community. I am looking to utilise Zapier to be notified (via slack) of when a Product Update is posted that matches an existing idea/s in the Community so we can ensure it’s been updated efficiently. I am struggling to locate/set this up for the Product updates section.  In addition, I am also looking to improve our management of duplicate/matches ideas - in the same line, it would be great if we can be notified of matching/duplicate ideas via that slack channel (through zapier) so that we can efficiently merge and/or update accordingly. Has anyone set something like this up before?  Thank you! 

162
DannyPancratz
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How to hide Idea option with CSS in the Create New Topic workflow

Currently, permissions for ideation are binary “all or nothing” access to view, create, reply, and vote. (Vote for this idea if you’d like to break these out)I need to hide Idea as option when creating Topics, as we’ll be changing our idea intake to a form-based intake for standardizing fields. The ideas will still live on our community, the form will create the idea via the API. We just want to standardize the information we receive at the request of our product team. This will allow other community members to still view, reply, and vote for the ideas, in addition to the administration and moderation features we can leverage. To do this, I will need to “disable” the Create Idea option by hiding it with CSS.  

875
Kenneth R
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Ability to hide/ disable or format breadcrumbs on non-custom pages

We’d like to move our breadcrumbs to below our search banner, disable it, or change the color so it does not go from blue, gray to blue (similar to the GS SS example)  Does anyone know how I can do that on on pages where customization is not supported with either code or a hack to color the background of the breadcrumbs to appear in another color and the text to appear in another color?  

161
Kenneth R
kathleenkenny23
kathleenkenny23Helper ⭐️
published in Product Experience (PX)
How to Map your KC Bot and measure value!

How is the KC Bot driving value to your business?   First thing’s first - you need to map it in order to answer that question!  Below I have provided instructions with the help of our amazing data analyst @Pau.Orti. Thanks, Pau! :) Once you have KC Bot mapped, you can tell stories such as….. Increased User Retention: Using Retention Analysis Report in PX to showcase that users who are engaging with your KC Bot are returning back to your product at an exponential rate! See example below - In BLUE you will see ALL user % over the quarter of 12 weeks who are returning to the product vs. in ORANGE are users in the FILTERED section (Users who click on Feature KC Bot GREATER than 5 times.  The % of Users who meet the filtered criteria are returning to the product at a near 40% Higher rate! 😮    ⬇INSTRUCTIONS TO MAP KC BOT BELOW⬇ Here’s a quick step-by-step guide on how we mapped our very own Gainsight Customer Communities KC Bot: Locate the KC Bot Icon: Right-click on the KC Bot icon and se

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Are points removed when a post is deleted?

What about if it’s deleted via the Report Content feature? 

71
DannyPancratz
Aleksandra
AleksandraGainsight Product Manager
published in Customer Communities (CC)
Important Update: Migration of our CC customers to Gainsight SSO

We heard you, and it is finally here! We’re thrilled to share that we will soon be starting our migration and implementation of Single Sign-On (SSO) for Gainsight Customer Communities!In March 2024 we started migrating all of our CC customers to the Gainsight Platform Single Sign-On (SSO) or SAML authentication (depending on your situation).Why is this important?This is a significant upgrade to our authentication system that makes it easier and more secure for our customers to log in to Gainsight Customer Communities.Following the migration, Administrators, Community Managers, and Moderators will utilize Gainsight Platform SSO to access both the front-end and the control environment of their community, and can seamlessly switch between Gainsight products.  And with the option of configuring SAML authentication it will also be possible to set up identity and access management for employees through platforms such as OKTA.What does this mean for you?The way Gainsight Platform SSO will fun

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Aleksandra
A
alexandra.cullerHelper ⭐️⭐️
asked in Customer Communities (CC)
Can I track downloads of a post attachment?

We are using the community to share coding solutions for our software. These are things like macros and DLLs which extend the usability of ourprogram. Our Product team is interested in seeing which solutions are most attractive to customers. We can track number of views of a post, but we are more interested in seeing who is actually downloading the attachments for use. Or, at least, how many times the attachments have been downloaded. Is this possible?

443
Kenneth R
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
I have a bunch of "/index2.html" URLs showing up in my Google Analytics, is that bad?

Looking at my Pages and screens reporting in Google Analytics, I noticed that my top viewed URL in our primary category over the past 12 months was:https://community.{my domain}.com/{category name}/index2.htmlIs that something expected with how Gainsight CC is set up? Is it the sign of users trying to index the site? Why would this be? I’m out of my technical depth and a little sensitive by some users trying to train AI models on our community. So I’d love some clarity on what this means. My google searches and questions to ChatGPT didn’t really help me get a sense of things. It seems like it’s just referencing the file structure of the site, but… why/how would 161 users over the past 12 months go to that URL if I’m not using it anywhere?

152
DannyPancratz
shawngarrison
shawngarrisonContributor ⭐️
asked in Customer Communities (CC)
How do I prevent download or sharing of a PDF file?

Hi all, We are in the first month of using Gainsight for our community and also just completed our large in person customer conference. Our community site is private (gated) and we are embedding the conference session recordings. We are also looking to upload a PDF version of each session’s decks, but want to ensure that our members are not able to download them. I am struggling to find a solution that would allow for this. Has anyone done something like this before or have a tip?

342
shawngarrison
S
SamContributor ⭐️
asked in Customer Success (CS)
How do I add a running total (cumulative sum) based on dates in Report Builder?

I have data in Gainsight that returns 1’s and 0’s for each entry. I want to create a running total or cumulative sum of 1’s for every date entry. How can I do this using the ‘add formula field’ feature in Report Builder? TIA 

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C
Conor6Contributor ⭐️⭐️
asked in Customer Success (CS)
Weird issue with Milestone rule

I have created a rule that checks when 2 specific CTA’s have been closed. There are 2 actions in the rule both create milestones of the same type but for different reasons. For some reason the first action works fine, it creates the timeline entry and also appears in the customer journey widget. The second action also appears to work and can be observed to work in the execution logs, however no timeline entry is created and it does not appear on the customer journey widget either. Has anyone else had this problem? Any advice would be appreciated!

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ljaynesContributor ⭐️⭐️
asked in Customer Communities (CC)
Are nested alphanumeric lists supported within a numbered list in an article?

I’m creating an article in our knowledge base that includes a procedure with numbered steps that is inside a spoiler. I’ve added this code <ol style="list-style-type: lower-alpha;"> to include a nested alphanumeric list within the numbered procedure.When I’m in the authoring tool, the content looks fine.But when I preview the article, the indented alphanumeric list is converted to an indented numeric list.Can anyone help? Thanks in advance!

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lira.bContributor ⭐️
asked in Customer Success (CS)
Bounce and Out of Office replied email after sending comms in JO

Has something changed? I am a heavy JO user and we normally send emails to our customers. Sender is our c-suite with the reply to email being someone else (team or individual email) I just received a bunch of forwards from my c-suite exec on bounced emails and Out of office replies. This is has not happened before.My only guess is that something has changed or is something wrong with our set up. Has anyone experienced this or is it new? 

434
dayn.johnson
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DStreetExplorer ⭐️⭐️⭐️
posted in Customer Success (CS)
Customer Obsessed = Customer Advocacy

Develop an overall understanding of each client’s business, their product utilization, and their relationships.

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D

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