Discuss Gainsight Products

Morning fellow Gainsight PX'ers!  Thank you for joining me last week on the topic "User Centered Approach to Product Mapping.”If you missed my spotlight talk with @MBragle, here is the recording!I had a blast discussing and answering questions about how we are using the UX team's skills at Acquia to make sure our product maps are accurate across our product suite. To recap our process for those who were interested:   Select your people Choose a team with a cross functional skill-set: Content strategy, Accessibility, Visual design, Technical expertise, and Leadership. This team should also have a diversified understanding and familiarity of the UI’s of each product as well as the user personas who use them. Working with multiple products and understanding how they work together was key in the mapping process as we would like to eventually see how our users work across the product suite. Keep the group small. Too many hands on the product mapper without proper communication could resul

 ….We’re baaaack!! We held another Gainsight CE Office Hours on Webhooks! If you weren’t able to join, here are some important notes and the recording below:  There’s no need for a technical background to understand this session. We hope to give you some guidance on how impactful using webhooks can be to further share your learners data or automate workflows.Here are 2 amazing video resources to learn about this topic in more detail though: Webhooks for Beginners - Full Course (2 hours) & How Webhook Works (8 minutes)So what came to our attendees minds when they hear the term “webhooks?” Defined by Red Hat in their documentation, a webhook is a way for a web page or web application to provide other applications with information in real time. What can “catch” that Webhook?Usually a tool like Zapier or Workato. Gainsight CE has workflow functionality for premium and enterprise customers…. Premium example: Webhook from CE sent to trigger another CE action (completion to enroll into an

Hi, I have seen several threads about editing the phrases in the footer/ hiding them, but I’m hoping someone can advise on how to ADD a third link. In addition to “Terms and Conditions” and “Cookie Settings”, I’d like a third URL to point to an external page where our Privacy Policy lives within our corporate website.  

 📢 The PX October Release is now Live in US and EU Orgs!  Our October release delivers enhanced usability, improved efficiency, and deeper insights with key improvements to essential features. Release Highlights:Unlock Every Journey with Optimized Funnels: Track all user journeys with our improved Funnel Analytics. New median time metrics and an optimized interface provide deeper insights, helping you drive smarter decisions and optimize your funnels. Enhanced CSV Export Experience: Exporting large datasets just got easier. For larger export files, we’ll send you an email with a download link once the export is ready. No more waiting or spinning wheels! Enhanced User Management with CSV Export: Easily export user lists and role groups in CSV format for better tracking and insights into user permissions across your organization. ++------------------------------------------------------------------------++RELEASE NOTES++--------------------------------------------------------------------

 "I know kung fu." When Neo uttered these words in The Matrix after instantly downloading combat skills to his brain, it seemed like pure science fiction. Today, watching AI systems master complex customer interactions, predict behavior patterns, and enhance human capabilities in real-time, that scene feels strangely prophetic. Only instead of downloading kung fu, we're watching AI transform Customer Success at a pace that would make even Agent Smith raise an eyebrow. From Fear to Excitement The transformation in how Customer Success teams view AI mirrors the broader story of technological adoption. Initially, there was that familiar knot in the stomach – the same one people felt when computers first entered offices or when email began replacing phone calls. But something remarkable is happening now.A Support Team Lead recently shared how her team went from dreading AI implementation to championing it in just three months. The turning point? When they realized AI wasn't just handling m

What is the importance and use of “Avatar_SalesforceConnection::Sfdc User Id” in the Connector 2.0 SFDC User to Gainsight User object.  This mapping is recommended in the Gainsight Documentation:https://support.gainsight.com/Gainsight_NXT/Connectors/Connectors/CRM_Integrations/Salesforce_Connector I am just struggling to understand why we do not just map to the SFDC User Id.

 A healthy Customer Community has many positive impacts, a lot of which directly impact your Customer Success motions. Because the goals of these two products align so well, there are many opportunities when using these tools together.The Community Data Integration enables Admins to connect their Customer Community tenants to Gainsight CS to gain even further insights into the health of their customers.Explore how to use these two products together in Integrating Customer Community Data with Gainsight CS on Gainsight University.Check it out today! 

22 Microlearning Courses on Customer Education (CE)!If you’d like to learn more about CE, check out Gainsight University. We’ve got 22 innovative microlearning courses ensuring you can leverage its full potential to elevate your learning and teaching experiences.Why Microlearning?Microlearning breaks down information into bite-sized, manageable pieces, making learning accessible, efficient, and impactful. These courses are perfect for busy schedules, allowing you to learn at your own pace, anytime, anywhere.What's in Store?Academy Setup and Customization: Discover the basics and navigate the platform with ease. Course Building: Learn how to create compelling courses that captivate your audience. Learner Management and Engagement: Master the art of engaging with learners and providing feedback. Certification and Analytics: Dive deep into analytics to track and enhance learning outcomes.These courses represent a significant step forward in our commitment to fostering a culture of continu

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.  

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?

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.

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?

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

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

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 

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?

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.   

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

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

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? 

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.

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?

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!

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

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?