Discuss Gainsight Products

Hey Community! We are looking at integrating Gainsight with Aha/Product Board. Our team is still evaluating the feedback tool. What works best with Gainsight CC? We majorly want our Product Ideas from Community to flow into this feedback tool. Any documentation/insights/experiences/feedback would be highly appreciated !!!

Our CSMs would like to have an option to attach images and ppts in plan info page with thumbnail view of the slide/graphic that expands when clicked. It would be more flexible if there is ability to report on success plans having attachments or not. 

We noticed our page views is not updating. For example we got a decent amount of engagement on this post but it says 0 views. How is this possible? Any advice would be helpful. Thank you!  

We released a new feature that allows moderators to approve new user registrations. When this feature is enabled a moderator must approve or deny a registration before the user can post content on the community. This is one of the measurements we took to combat spam, as is described in Spam Wars: Return of the Spammers How to enable moderator approval for new registrations 1. Login to the Control Environment. 2. Navigate to the ‘User management’ page under ‘General Settings’ 3. Set ‘Approve new registrations’ to Yes User guide New community users will see a “Membership requires approval from moderator” message when they activated their account. At this stage the user is part of the community but he/she can’t create topics or reply yet. Moderators need to approve a registration before the user can create content. Approving new registrations is a simple 3 step process: 1. Navigate to the 'User Overview' under 'General Settings' in the Control Environment 2. Filter on user role: 'W

Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?

Hi there! I’m hoping to gauge whether this is the expected experience in Gainsight.Switching between custom views takes several seconds to load instead of switching into the view automatically and quickly after clicking on the view. I’ve attached a GIF below demonstrating the response time in switching between two views. I have noticed the more you switch between multiple views several times over, the load times tend to get slower.Is this expected? Thank you in advance! 

If you’re using Microsoft Outlook as your calendar and MS Teams as your meeting provider, you may sometimes face challenges integrating Staircase AI for meeting summaries and follow-ups. This guide addresses common confusions and helps you troubleshoot integration issues quickly. What Happens After Connecting Outlook Calendar and MS TeamsWhen you connect your Outlook calendar and MS Teams with Staircase, two applications appear in your Azure Active Directory: 1. Staircase AI  or Gainsight App for Calendar   - App ID: `504f82fe-xxxx-xxxx-xxxx-xxxxxxxxxxxx`2. Staircase AI for Teams   - App ID: `4707327f--xxxx-xxxx-xxxx-xxxxxxxxxxxx`` Important:  - Always verify these application IDs with your IT administrator to ensure you have the correct apps connected.    - Customers using AI Follow-up will see a different app named “Gainsight App for Calendar” instead of Staircase AI.    Why do we have a separate app for customers using AI Follow-up and Staircase customers? → Staircase AI helps you r

Hello everyone!I am busy building Gauge reports on how often customers use specific features in our system. We get the data of feature usage from Gainsight PX, and I can show them within a report with no problem.However, when also showing features that come up as NULL in the period of the report, the entire feature does not show up (since it is NULL).Is there a way to replace NULL values with zeroes, so that the feature shows up in my report as zero and is thus visible in the Gauge report? Kind regards,Markus

Hello! Hoping someone from community who is versed on reporting can help me locate a report that pulls my top 50 users for my community Leaderboard. Example of data needed but in report format I tried to make a segment but unfortunately the filters for gamification is either by Ranks and/or Badges and what I’m specifically looking for is by points.  Anyone know how to pull a leaderboard report? Thanks in advance!  

Is it even possible to leverage the Product Mapper {Feature} Is Being Used Right Now for features that are mapped as UI element rules? Since these features are tracked on clicks, when/how would the “right now” be defined? From my testing, it does not seem to be working when the mapped UI element is just present on the screen. I suspect Being Used Right Now works only for URL based features. 

My team and I are trying to create a dashboard that shows historical changes in health scores and what measures caused the score to change. We are having a hard time filtering reports and simply want to know what went from:Green to Yellow Green to Red Yellow to Green Yellow to Red Red to Green Red to YellowWithin the last week or month. I was wondering if there is a template or some guidance we can be given to show scorecard changes per account from week to week and month to month.We were thinking of separate reports for each change, but are hoping there is a better way to display that information in a dashboard.Any help with steps would be much appreciated🙂

It seems like no. If it’s not one of the rating based surveys (NPS, CES, etc), there seems like no way to do it.  

I’m looking for some guidance with embedding the Community widget into Skilljar. I am working with my colleague on our Academy team and we were having trouble figuring out where to put the code. I added the domain as an approved domain She posted the code in the source code for the lesson Does the lesson have to first be published?  With acquiring Skilljar, do you have some guidance for us?Thank you! 

This div is being used as a button, so I’m mapping it using “div[title=”Delete activity”]HTML Source When the div is clicked, notice that the title attribute’s value is not included in the payload:PX Click event payloadHas anyone else ever run into this issue before? Were you able to determine a root cause?

We have received a request to pull the a multi-select picklist field into Staircase from the Company object in Gainsight to support product-level reporting in Staircase. However, Staircase does not support multi-select picklist fields at this time.Has anyone figured out workarounds for this? From GS support, it does not appear this functionality is on the roadmap yet. 

Hi,is it possible to delete a user and all his created content?This is necessary for data protection reasons.Unfortunately, simply deleting the user is not sufficient. Thx, Cathleen

Let’s be honest—getting comfortable with JO takes time, trial and error, and plenty of lessons learned along the way. If you’ve picked up a few of your own, what do you wish you knew when you were first getting started?Share your best JO tips, lessons, or lightbulb moments—things like: Advice you’d give someone building their first program What you wish you did differently early on Features or strategies that save you time The lessons you’ve learned along the way might be just what someone else needs to feel more confident diving in.Drop your wisdom in the comments! 👇

In the “Roles and Permissions in PX” section, this documentation on User Management details which User Types can see specific sections in Admin console, e.g. Engagements:Viewer can “View Engagement Monitoring and Engagement Collision in the Admin Console page.” The doc does not mention the Dependencies tab in admin console. Can someone please detail which User Type(s) can use the Dependencies tab in Admin Console? Thanks!

Happy Friday!Ive been working on a project to register when a brand new user is provisioned as an admin in our platform (which could be huge to help identify risk early and as a way to get them in community and access to their CSM and training etc) which would trigger a series of emails and a CTA for our CSMs to update with correct role, etc. Is anyone using PX to pull in this data into Gainsight to initiate a program?

Hi everyone! Curious what dialers y’all are using alongside Gainsight and any limitations you’ve run into? We use SFDC, and were surprised with the limited integrations for dialers with Gainsight, specifically on the voice call side. Are most of you just integrating with SFDC and then pulling information into Gainsight? It also sounds like from a call intelligence standpoint, the data is much richer coming from scheduled meetings with customers vs. voice calls with customers.  I would love to pick someone’s brain on your experiences if possible, thank you!

Does anyone have benchmarks for community forum engagement, specifically around content viewers vs dormant members. i’e what % of viewer members (members viewing content) in the last 90 days do you aim for? what % of dormant members are you comfortable with?

Here’s what happens: Someone posts a solid question in our community, and someone answers. That answer is marked best answer. THEN that same person or another person facing that initial issue comes back with a secondary question. That question is associated with the original question, but could also live on it’s own in a new post. What do you do? Do you split them up? Do you keep them both and highlight the additional questions? What’s your strategy?

I have a couple of phrases that include a few HTML tags, for example, when a post is closed. Up until recently, it all looked fine. Now it seems that the tags are no longer rendered: Interestingly, it seemed to stop working, then worked again, and now is no longer working. So I wonder if it’s related to the “You Have No Permissions” update recently?It would be great if basic tags remained supported in phrases, if for no other reason than to avoid long, run-on sentences. 

Hi there,in our B2B / Customer Success Community we organise a thorough Community Cleanup (led by @Lena H.) every spring.Mostly the followingMove topics in the right categories Add more public tags to topics See if we missed any follow-up questions For content older >6 months: Check if the content/answer is up-to-date, and add a follow-up if something changed Especially the last point is very tedious and involves a lot of manual work. As our Community and its content grow, we’re not sure how to tackle this.Either we keep on checking every single topic and make sure old content is up-to-date (what we’ve been doing)Another option that we may consider in the future is to kind of “dismiss” old topics and/or add a label/disclaimer that it may be out of date, (when i say content i mean mostly User-generated Questions)→ which would save a lot of work. If a user wants to ask that question again, they can ask a new topic or more simply just follow up in a comment to check if anything changed

Hello,We are using the API Import functionality to bring new users into our community. We want to send an automatic email to these users to let them know an account has been created for them. Gainsight doesn’t automatically do this (which I find odd) so we need to set up an Email Campaign. I’ve followed the directions for the email campaign, added a custom role to the Import for “Imported User” and set the campaign to send to this user group - however its not sending. We’ve tried in sandbox and production. Is there something about an import that’s preventing email campaigns from working?