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7718 Topics
S
speacherContributor ⭐️⭐️
asked in Customer Success (CS)
Troubleshooting Missing Salesforce Contacts

Where do I go to figure out why a specific contact from Salesforce has not been pulled into gainsight in order to log an activity on that contact?

495
kstim
16 days ago
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L.LContributor ⭐️⭐️
asked in Customer Communities (CC)
Restrict View

I'm looking for a way to create an article within the community that only people who have the link can access and read, something like a restricted view. Any ideas?

243
juan.delrio
16 days ago
scott_superko
scott_superkoHelper ⭐️
asked in Customer Success (CS)
Mass update CTA due date and snooze status/date

We have enterprise CSMs who manage multiple accounts, some with 100+ locations.  Each of the individual locations have CTAs specific to that location, but some times need to be updated in mass. My request is for the ability to mass update CTAs to change their due date or mass snooze CTAs for the same amount of time.

24218
N
16 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Sticky´s arent sticky any more

I've noticed that topic is set as a sticky but it doesn´t appear top of the page. This occurs in our community and I looked some other as well and problem appears there as well. 

377
DannyPancratz
17 days ago
K
ktakContributor ⭐️
asked in Product Experience (PX)
Guide

*New User*I'm trying to build onboarding guides for trial users, so basically there's a pop-up box that needs to be filled so I'm out of options of navigating to the next steps.Options I've tried and didn't really work: With 'next’ button, as you click next the desired pop-up closes ​​​​ hovering causes it to close too early and unable to choose previous option hence moving to next step text input doesn't really work as there's some predefined options and even if you choose one it doesn't really move to the next stepAny help or guidance will be appreciatedTIA

262
K
17 days ago
revathimenon
revathimenonGainsight Community Manager
published in Customer Communities (CC)
CC WEBINAR RECORDINGS 2024

Hey everyone! 🙂We hear you & see you when it feels like a task to find the recordings for webinars you’ve missed. So we’re hoping to make it easier by using this post as a central hub to link up all our Customer Communities (CC) webinar recordings for 2024.You can find the recordings below. Don’t hesitate to use the comments to let us know if anything seems missing! 24th Jan ‘24: Crank Up Technicalities! How do we reinvent our Community in 2024?RECORDING20th March ‘24:A Day in the Life of a Community managerRECORDING27th March ‘24Unleash The Power of Community: Achieving Self-Sustaining CommunityRECORDING4th April ‘24:Unleash the Power of Community: Unlocking Peer-to-Peer EngagementRECORDING10th July ‘24:Combining the Power of Customer Communities (CC) with Gainsight CSRECORDING30th July ‘24:CC CrankUp Technicalities: Unlocking the Full Potential of Custom Pages | Gainsight CommunityRECORDING21st Aug ‘24:Crank Technicalities: From Data to Decisions, the Analytics Advantage | Gains

341
sarahmasterton-brown
17 days ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Success (CS)
CS-CC integration with Relationshiops

I’m looking into the integration of Gainsight CS and CC. Going through the eLearning on Gainsight University which consistently speaks about linking Community Users to Company Persons and Companies. Are they also being linked to Relationship Persons and Relationships?

262
Jef Vanlaer
17 days ago
cdonargo
cdonargoGainsight Employee ⭐️
posted in Customer Education (CE)
Find Inspiration: Customer Success Stories with Gainsight CE

I often get questions from customers looking for examples of “successful academies.” While we don’t have many public academies to share with you visually, we do have plenty of great case studies showcasing how customers have used Gainsight CE to drive impactful results for their businesses!Take a look here: Customer's Education Success Stories   For example, Uptick Academy used Gainsight CE to streamline onboarding and improve training engagement. Since launching their Academy, they’ve:Reduced live onboarding time by 75% 🚀 Increased daily training engagement by 500% 📈 Improved content quality 🎯Aleks Petrovic, Product Learning Architect at Uptick, (who is also my customer!) shared:"There’s been a lot less derailing since Uptick Academy launched—things stay on schedule."Do these outcomes resonate with your goals? Have you achieved something similar, or are you looking to? Let us know in the comments, or feel free to connect with your CSM to share your thoughts or explore what’s next f

100
cdonargo
17 days ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Accessibility settings in CE

Is anyone aware of any way to add captions to videos in CE? We have some users who are hard of hearing and if this is possible it’s not obvious how to enable it.

675
E
17 days ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Education (CE)
Participate in our State of Education in the Customer Journey survey

What’s the future of Customer Education? Let’s figure that out together.At Gainsight, we believe in the transformative power of customer education and its impact on the entire customer journey. We know many of you share that same enthusiasm! Right now, we need everyone to help channel that energy by sharing your insights on the current state of customer education in your customer success program. Please take a few minutes (I promise, it’s only a few minutes) to respond to our State of Education in the Customer Journey survey.We’re on a mission to uncover current trends, establish benchmarks, and spotlight the best practices that are setting the standard across our industry. Your insights are invaluable, and together, we can craft a comprehensive view of how education fuels customer success.Why Your Participation Matters: See how your peers are designing and implementing their education programs. Understand how your strategies compare, helping you identify areas for growth and innovatio

130
lila_meyer
18 days ago
Jonsynnott
JonsynnottContributor ⭐️⭐️
asked in Customer Communities (CC)
Bulk update the status of all ideas

Good morning, I am taking over our community and and updating the flow of status’ for ideas.Currently all open suggestions are in a status of “Received” which is the default status.I would like to bulk update the status of all these items to the next status in the flow “Reviewed- open” so my clients knows that they have been reviewed. Is this possible? If it is not possible, is it possible to change the Default status, so I can ceate a new status for all new ideas?  Thanks a lotjon

243
Kenneth R
19 days ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
Is it possible to GET Custom User Profile Fields via API?

Hi there, as the title says:We wanted to know if it’s possible to GET Custom User Profile Fields via API?Specifically with the “Fetches all Users” Call, but generally speaking as well. If I do a user export or a Segment Export, I will see the Custom User Profile Fields. I would like to ask if this is possible via API as well. Use case: We might ask some our users upon registration to opt in to a different category of newsletters, and to our UX Research Programs. We might do this with a Radio Button and/or Checkbox. I wanted to push certain user contacts into an e.g. Mailing List or into Salesforce (via API or via Zapier) based on whether/not they selected which checkbox / button (upon signup or afterwards in their profile).Thank you very much in advance!

302
Daniele Cmty
19 days ago
Lena H.
Lena H.Helper ⭐️⭐️
asked in Customer Communities (CC)
csv Export of Segment: What is the logic behind "Last activity" & "Last visit"?

Hi,When pulling a segment csv export I have 2 columns, I don’t understand what they stand for. Q: What is meant by “last activity”?Q: What is meant with “last visit”? (Last visit is before last activity.)  In the segments overview “Last activity” is defined as when someone last viewed something on the Communtiy platform:  As only a few members have entered a “Last visit” timestamp. For many it is empty and I don’t understand why. The first date timestamps are years old, so it doesn’t seem like this functionality was added recently and only applies since.I have exported the csv from a segment in order to find out who registered and never came back after registration day, and we have lost early on in their Member Journey. Best, Lena

764
Kenneth R
19 days ago
K
kristineoContributor ⭐️⭐️
asked in Customer Communities (CC)
Multiple search terms in Content Overview?

Hi everyone!  I’m currently trying to create a custom view in our content overview and was wondering if we’re able to input multiple search terms and utilize some of the typical web search engine tricks. For example, using “OR” (ex. “apples” OR oranges”) or “AND” (“apples” AND “oranges”). Some other examples here. Or do we have to create different views for each term? 

271
olimarrio
19 days ago
Jonsynnott
JonsynnottContributor ⭐️⭐️
asked in Customer Communities (CC)
Is there a way to identify any community members who have unsubscribed from Community emails

Hi everyone, I have 800 members in my community, many of whom are not active. I an in the process of creating a campaign to remind the members of the community and encourage those who have not engaged to do so. However I dont know how many of the 800 members would receive the emails from the campaign as they may have unsubscribed from receiving emails. Is there a way to see who has unsubscribed so I can reach out to them personally, and if they are unsubscribed is there a way for me to resubscrube them? Thanks a lot

305
Jonsynnott
19 days ago
grace.cleary
grace.clearyContributor ⭐️
asked in Customer Success (CS)
Object Analyzer - Connector Job versus Gainsight Connect?

Hi everyone, I’m look at the data flow diagram in object analyzer for our Company object. One of the inputs shows ‘Account’, with ‘Gainsight Connect’ under ‘Type’, which is separate from our SF connector, as this shows the name of the job as the Name, and under ‘Type’ shows ‘Sfdc’. Any ideas what the ‘Gainsight Connect’ part is?  Thank you and have a lovely weekend!Grace

211
romihache
19 days ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
How to Optimize the Performance of your Reports and Dashboards

  Gainsight has powerful tools for viewing and analyzing your data. Those include our Report Builder, Data Designer, and Dashboards. If you are running complex reports on a large dataset, you may want to optimize the performance of your reports and dashboards with some of the tips below.ReportsAvoid the “Contains”, “Starts With”, and “Ends With” filtersThe “Contains” filter is a very intensive search operation and can be very slow to return. Instead, we recommend using an Equals filter whenever possible. “Starts With” and “Ends With” will also result in a slower search than Equals.Avoid overly complex Advanced LogicWe allow for complex formulas to be built in the Advanced Logic section of reports. If you are trying to perform complex logic on a large dataset, you can see slowness. We recommend finding ways to simplify the logic so the report can return quicker.  For example: Instead of having three filters for Region = One, Region = Two, Region = Three      With Advanced Logic of (A O

1754
alizee
19 days ago
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Customization of "Related Topics" header

Hi folks, I have a low priority, nice to have, not need ask from my branding colleagues: They are asking me to differentiate the text on the “Related Topics” section of our community. Playing around with the the theme branding, I know that I need to edit the “header” option to load the color, however, I don't want to apply the color to all the other sections.  Does anyone have a code for customizing the “Related Topics” section. I’m wondering if I make it a little larger or underline that might satisfy the request as well and I wont need to change color.  Below is an example of the Gainsight “Related Topics” section: 

161
olimarrio
22 days ago
K
kate.jonesContributor ⭐️
asked in Customer Communities (CC)
How do I default cookies to allow embedded content?

How do I set “Complete” cookies to be the default for all users? Also, how do I make cookie settings appear via banner to meet GDPR regulations when the user first logs in?  

171
olimarrio
23 days ago
J
jwrenContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How to hide the topic type selection

Hi everyone,Is it possible to hide the topic type selection for when someone is creating a post? We’d like to simplify the topic creation process and were curious if this step could be skipped/hidden.  

223
olimarrio
23 days ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Gainsight CE Use Cases Uncovered: OnboardingBlog

We know that Gainsight CE is used by admins across a variety of roles to educate, engage, and train end users. We previously spoke about how marketing goals can be reached via online education. Today, as part of our Use Cases Uncovered series, we’re exploring how Gainsight CE supports Onboarding.   Gainsight CE customers focused on onboarding often measure success with KPIs like… 📊Shortening Time to Onboard: By digitizing training content effectively, customers often see onboarding timelines shrink. Reducing Live Training Requirements: A robust digital resource allows customers to rely less on live 1:1 or 1:many training, freeing up internal teams to scale their efforts. Scaling Onboarding Efforts: With more efficient processes, companies can take on more customers without compromising quality. Driving Product Adoption: Digital onboarding provides ongoing, self-paced resources that users can revisit anytime.Is this working for you? 💬How has Gainsight CE helped your onboarding program

70
cdonargo
24 days ago
L
LaurenshronContributor ⭐️
asked in Customer Education (CE)
Issue with re-publishing - progress sets to zero

Hello! An issue I’ve been having is we have a lot of courses that need frequent updates, though when I re-publish a course with new docs or videos, it sets everyone’s progress back down to zero even if they’ve already completed parts of the course that did not change. Is there a solution for this that I’m missing?

433
J
24 days ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Success (CS)
Getting Started Building CC reports in CS

This is a follow-up to my last post that contained FAQs on the CC+CS integration. Once you’re ready to start building reports and dashboards with Community data in CS, where should you begin? Below I walk through the most important objects you’ll use and share some tips to help you get started. Community {Name} UserThis object has the name of the Community in it because if you had multiple Communities integrated with the same CS instance, there would be a User object for each Community.This object contains your standard and custom user fields along with dates such as Registered On and Last Active At. It also includes a lookup to Company so you can pull in fields from that object.For this report I Grouped by registration date and Counted the number of Community Users. This shows me the registration trend in my Community. I could also Group by Title to see the most common Job Titles provided by my Community Users.  Community ActivityThis object shows pages that are being Viewed within th

4997
revathimenon
24 days ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Instructor Led Training Notifications "After" setting

When setting Instructor Led Trainings Notifications to send “After” the session, do we know for certain if it sends it after the session’s end time, or after the sessions’ start time? The notifications are not very well documented I can’t seem to find the answer on this.

171
cdonargo
24 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Is your System Email logo rendering properly?

I noticed something really quite odd with our system emails. First, I noticed the logo wasn’t rendering when the emails went out. Next, when looking at the HTML for each of the system emails, the source URL for the image is QUITE ODD. The URL reference a health-related organization; nothing to do with my company or Gainsight. And the issue is in each of the system email templates. That suggests to me that the update didn’t come from us, but was pushed as part of the CC platform code. But before I submit a ticket, I was wondering if others have this same issue. If it’s widespread, that really seems to suggest it was pushed across the platform by mistake. While you’re here. Vote for this idea:  

252
DannyPancratz
25 days ago

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