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8663 Topics
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?

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shawngarrison
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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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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? 

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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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Shy
ShyContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How do other communities manage user and admin edits to prevent misuse?

Users can edit their message within an hour, and an admin can also edit messages. Is it possible for an admin's edit to be separate from the user's message so that it cannot be edited in a way that is detrimental to the moderator team?I'm also curious to know how other platforms handle the ability for users to edit their messages, as well as admin edits. How do they ensure that admin edits remain separate from the user's message, so they can't be altered in a way that could harm the moderation team?

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jwrenContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Add sub forum question feed to custom page

Hey there! We’ve created a custom page where we’d like to host the question feed of a particular sub forum. Is this possible at all? The closest thing I’ve found is to add the Tab widget, but it seems like you’re unable to customize that to only display questions from a specific sub forum. There doesn’t seem to be any way of filtering the recently active or help others feed. Any other ideas?

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cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in CE & Skilljar by Gainsight
Gainsight CE Use Cases Uncovered: Marketing

We have many different types of admins in various different roles using Gainsight CE to provide training and education to their various end users. Today we're beginning a series to engage all admins called Use Cases Uncovered, starting by diving into Marketing and Lead Generation.  Many of you are using Gainsight CE to create certification courses, drive thought leadership, or generate leads through your Academy, and we'd love to hear your stories! Gainsight CE customers in marketing roles often focus on KPIs such as...📈 Increasing Brand Awareness: Thought leadership through certification programs and educational content is a great way to showcase your expertise and build your brand's credibility. Plus, it's easy for your learners to share their achievements on platforms like LinkedIn! Lead Generation: Offering valuable training content can attract potential customers and generate qualified leads. Prospects who engage with your Academy are already showing interest in your product, mak

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cdonargo
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parveensContributor ⭐️
asked in Customer Communities (CC)
REST API for retrieving user groups and articles

For integration, we need to retrieve user groups and the articles within those groups using a REST API. However, I'm currently unable to locate the necessary APIs for this purpose. Is there an alternative method or a different REST API that can be utilized to accomplish the desired outcome?

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Kenneth R
Thomas Deely
Thomas DeelyContributor ⭐️⭐️
asked in Customer Communities (CC)
Is it possible to open a new tab from a quick link?

Is it possible to open a new tab from a quick link?

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Kenneth R
shayerisen
shayerisenGainsight Employee ⭐️
posted in Customer Success (CS)
Upcoming Gainsight CS October 2024 Release Sneak Peek!

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.

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Adrian Raposo
naveen1209
naveen1209Contributor ⭐️⭐️
asked in Customer Communities (CC)
Feature Article on homepage

Hello,Is there a tag that we can add to highlight an article to appear on our homepage? As a side widget.We used to use something like “featured_”cannot recall the complete tag.Can someone help!

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naveen1209
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Staircase AI by Gainsight
AI: The Secret Sauce in Your CS Recipe

Transforming Customer Success in a Changing SaaS Landscape Remember 2021? TikTok dances were inescapable, sea shanties had an unexpected revival, and "Squid Game" took over Netflix. In the SaaS world, things were just as vibrant - unicorn startups seemed to appear weekly, and the mantra was "grow fast, worry about profits later." Fast forward to today, and both the cultural and SaaS landscapes have shifted dramatically. While we're debating the latest Taylor Swift theories and "Succession" plot twists, the SaaS industry is facing its own drama. The era of "growth at all costs" is over, replaced by a sobering focus on efficiency and profitability. As interest rates climb higher than platform shoes in a 70s revival, Customer Success teams are feeling the squeeze. But there's a powerful ally emerging in this new world: Artificial Intelligence.Harnessing AI for Efficiency in a Cost-Conscious Market When surveying CS leaders about their priorities, "efficiency" consistently emerges as a cri

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meenal_shukla
Erseburse
ErseburseContributor ⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
6sense integration with Gainsight

does anyone out there have experience using 6sense with Gainsight? if so- any pointers?

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mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
Make preview URL for community post an identical placeholder

When we draft community posts as articles, we often take advantage of the drafting + scheduling publishing functionality. I am aware of the ability to generate a “preview” URL for this post, which successfully redirects to the live post once it’s published. Is it possible to generate a true placeholder URL that is identical to what the final, live URL will be, even prior to publishing it?

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jwrenContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Prefill subforum when posting from a custom page

Hey there!I’m curious if it’s possible at all to have a subforum prefilled when posting a question from a custom page.  We want to include a question feed on our custom page, but when posting from the custom page, the subforum field defaults to being empty. We’d like to prefill the subforum on the question so that when someone posts a question from our custom page, it will appear in specific question feed that we’ve added to the page. Does this make sense? 😅 Is this possible?Many thanks to anyone with thoughts on this :)

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lindsay.smithnorrisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gong and Gainsight Assist - CSM benefits

Our org is evaluating Gong (predominantly being led by our Commercial ops team), but I’m collecting some details on the benefits and how it is used by CSMs in Gainsight. When you have the Gong integration to Gainsight and it creates the Timeline record from the transcript and analysis of the conversation, can it also automatically create CTAs for the CSM to follow up on/action as appropriate?If you use Gong now and went to a new org that didn’t, and you were to pitch to that org why they should buy Gong, what would be your short list of benefits for how it will impact/help your Customer Success team specifically?

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Kalyani KoppoluContributor ⭐️
asked in Customer Success (CS)
Success Plan export

I was working on my success plan for my customer and decided to export it so I can see how it looked so I could include it on my email. I always share my screen during my meetings and work with the customer on the success plant, but there are times where you want to share an export of it.I was hoping with the recent release this would be improved. When you do the export on the Success Plan page it exports all CTAs and Tasks, and does not include the success plan you are viewing. It would be helpful to be able to export the success plan from the success plan page. Further, If you are on the cockpit for your relationship, the success plan CTAs do not show up. The only way I found to export these is if you are on the Main Cockpit off of the main menu. You also need a filter otherwise all CTAs are listed. Below are the screenshots of the various ways I tried to export the information.I also attached the CTA and Task output.If I go to All CTAs for the relationship nothing shows up: Thanks!!

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jason_metzler
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
If I remove a like for a user via the API, does it also remove the points awarded with it?

I have some issues with a very small group of users occasionally trying to cheat our gamification system by coordinated liking of each other’s posts. I’ve developed automations to track and monitor this type of cheating, but my enforcement has been limited to just addressing it with the users. Until there is a way to remove points from users, it’s impossible for me to undo the points earned via cheating. Or so I thought…I remembered that when an answer is removed or a like a undone by a user, the corresponding points are also removed with them. And there are API operations for liking/unliking posts. And my tracking / monitoring system is set up in a way where I could automate unliking the post for them… If I remove the like via the API, does it remove the points? 

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DannyPancratz
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SumalathaGainsight Employee ⭐️
posted in Customer Communities (CC)
📢 Join Us for the Next "Day in the Life of..." Webinar with Molly Kipnis from Gong.io!

Gainsight is excited to bring you the latest installment of our popular webinar series, "A Day in the Life of..."—a customer favorite! This time, we're thrilled to have Molly Kipnis, Senior Community Manager at Gong.io, as our special host.Molly will share her experiences managing Gong's vibrant Visioneer community and showcase how she uses Gainsight’s tools to thrive in her role. If you’re curious about how a Community Manager successfully navigates the ever-evolving world of online communities, this is a webinar you won’t want to miss!  REGISTER HERE 🔑 What You’ll Learn:Daily Management: Tools, tasks, and routines Molly uses to streamline her work and keep her community engaged. Projects and Programs: How Gong’s community initiatives connect to larger strategic goals. Cross-Collaboration: Insights on working cross-functionally with teams across Gong to drive community success.🗓 Mark your calendars for this behind-the-scenes look at community management, and learn practical tips you

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AnkitaGainsight Employee ⭐️
posted in Customer Success (CS)
Webinar: Supercharge Your Sales Pipeline: Leveraging CSQL for Customer Success-Sourced Leads

In the rapidly evolving world of customer success, the synergy between sales and customer success teams is more critical than ever. One of the most impactful ways customer success can contribute to sales growth is through Customer Success Qualified Leads (CSQLs). Here, we’ll explore what CSQLs are, why they’re important, how they work, and the benefits they bring to both teams.Register for the Webinar HEREWhat is a CSQL?A Customer Success Qualified Lead (CSQL) is a lead identified by the Customer Success (CS) team as a potential opportunity for expanding revenue, whether through upsells, cross-sells, or renewals. Unlike traditional leads sourced by marketing or sales, a CSQL is driven by the CS team’s direct interactions with customers, their understanding of customer needs, and their ongoing relationship management. Why are CSQLs Important?CSQLs are crucial because the CS team is in a prime position to spot growth opportunities within existing customer accounts. By leveraging their in

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kiranpanigrahi
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KathrynMCarterContributor ⭐️⭐️⭐️
posted in Customer Communities (CC)
Tracking Employees within your Communty

We are trying to get and track our employees within our community, separately from our users.How do you track your employees? special badges? custom roles? How do you report this?How do you incentivize being within your Community?  

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Kenneth R
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Per Product Signed Up Date/New User Count

We have users that can access multiple products. They can also onboard to these different products on different days/timelines. Such as, they could be a user of one product for a year then pick up another product of ours. We use the same User ID for the user as they adopt more of our products. The issue that we are running into is that Gainsight PX only captures "Signed Up Date"  once, for the first time that the user is initially seen. So we have no way to know when that user's first session was in a new product. We are going to overcome this with a custom field for "Product XYZ Sign Up". This however does not give easy reporting capability as there is no analytics report type that does over time. The default widgets for "New User" only reference the "Signed Up Date" field. Making it impossible to have multiple date fields that can be reported on. Is there a way to get the “New User” graph to be product specific? Is there anyway to even visualize the new custom field that we populate

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mmarques
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alec.garinoExplorer ⭐️
asked in Product Experience (PX)
Viewing Multiple Properties for Custom Events at the same time?

Hi All!! I’m struggling a bit with some custom event reporting and hoping to lean on the experts here for some help! We are collecting a custom event for a backend job that processes a number of records, and we are collecting a number of relevant properties along with that custom event: StartTIme, FinishTime, CountOfRecords, and DataSize. I am trying to find a way to extrapolate total job runtime (ie, FinishTime - StartTime), and ideally tie that to either number of records or total data size. Unfortunately, the only way that I know to capture or view specific property values is through the Query Builder which, as far as I’m aware, will only let me view one property value per custom event occurrence. Is there a way for me to either A) display multiple custom event properties in the query builder table (or in another report in PX!), or B), run a report to do that FinishTime - StartTime calculation for me? Thank you so much!!!

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