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7721 Topics
R
rhallExpert ⭐️
asked in Customer Communities (CC)
Do webhooks work outside of Zapier?

It might seem like a silly question, but I am finding it impossible to get webhooks to work without going via Zapier. I have tried using a Google Scripts web service and have created my own REST service running locally (I’ve set up port forwarding and have tested this outside of InSided). I have managed to register the services correctly (Google Scripts and my own test REST service). Registering fails if you make mistakes with event names, etc. But when I try to trigger the service (using the question.Liked event, for example), it is never even attempted. However, setting this up via Zapier takes seconds and does work. Strangely, it doesn’t seem to be logged as configured in the same way as those using the API to set up. You can’t see it when you use the https://api2-eu-west-1.insided.com/v2/webhooks endpoint….as you can with the events subscribed to using the API. The configurations you can see are set up, do not work.The documentation on webhooks is pretty limited and there appears t

553
olimarrio
10 months ago
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jwrenContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Organizing HC articles for dual product experiences

Our product is gradually rolling out a new and improved UX. This means that for a time, our help center will need to house articles and guides for users who will be experiencing 1 of 2 admin interfaces. We’ve experimented with having separate articles as well as housing guides for both experiences on the same page. We honestly don’t feel great with either option. Any tips or insights from those with similar experiences?

221
Alistair FIeld
10 months ago
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haileyaContributor ⭐️
asked in Customer Success (CS)
Can we assign success plans to user group?

Is there a way to automatically assign a new success plan that drops to a user group?For example, when a New Product Onboarding success plans drops - we have a group of 6 people that round robin pick up these onboardings. Right now it’s a manual process to assign them, is it possible to make the default owner of these plans a user group instead of one user?  Thanks!

303
romihache
10 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
Content View Count FYI: Content Dashboard vs Topic View

Context:I noticed that view counts on my Content Dashboard were different than view counts I saw in the “Moderate Topic” view for those topics. I know that the Moderate Topic view is showing you all time counts, but these topics were created within the time range I was looking at on the Content dashboard. So why was I seeing different numbers? I reached out to support and here’s what I learned: The dashboard is restricted to specific time ranges, whereas the figure associated with the topic control reflects an all-time count. Hence, there may be variations. The dashboard number employs a more sophisticated filtering mechanism for views, aiming to capture unique views. On the other hand, the topic views don't utilize this mechanism and count views within the session view (e.g., if a user refreshes the page). My POV:#2 is the answer to my issue. The Content Dashboard has a more sophisticated approach showing unique views (by user? maybe, not sure, but at least different user sessions). T

371
Kenneth R
10 months ago
dandre
dandreContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Rest API access for report data?

Hi folks,Having a hard time searching for this topic now that the community has merged with other products - but is there any capability in the Rest API to pull report data? We often do manual calculations each month / quarter for case deflection, and it would be nice to automate this in Power BI and Rest API. The rest API docs seem to only provide provisions to manage users and community content rather than extract report data though.

1818
TomW
10 months ago
R
rhallExpert ⭐️
asked in Customer Communities (CC)
Has anyone had issues with getting the IdentityAccess.UserLoggedIn webhook to work?

I have set up a subscription to the IdentityAccess.UserLoggedIn event and spent most of the morning trying to get it to fire. It doesn’t. My API works. It is a Google Scripts API. It simply adds data to a spreadsheet. The example payload works without an issue when called on various sites to test it. The subscription seems absolutely fine. I have tested a few things to see if registering it could be the issue. A registration fails when I expect it to (incorrect event name, for example) and works when I expect it to. But when, after subscribing, I log in and logout of InSided, I get absolutely no evidence the API has been called. Has anyone seen this? Maybe I am overlooking something that others have also overlooked? Any ideas?

683
arminfpop
10 months ago
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HeatherDeeContributor ⭐️
asked in Customer Success (CS)
Report: Stale Scorecard update

I’m trying to build a report that shows the # of scorecards that have not been updated within 30 days to be added to a dashboard. The Dashboard will have a global filter to filter down by user.  Is there a way to accomplish this?

341
kstim
10 months ago
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LaurieG_PSContributor ⭐️⭐️
asked in Customer Success (CS)
Special Projects

Hi All - Looking for some advice and/or ideas.In our previous system we were able to add tags to an Account to identify when they were in a specific cohort for a Special Project. This allowed us to track and allowed for segmentation in reporting. Since Gainsight doesn’t have the concept of Tags, I was thinking of creating a Special Projects or Tags Object (Field) and then making that a muli-select drop down. I would then add to that dropdown as Special Projects come up. I was wondering if anyone else had done this or has another idea. ThanksLaurie 

241
kstim
10 months ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
New Program Experience (Data Designer)

How can I remove participants when testing?  I think I might be missing a key step - or the Program maybe needs an enhancement since it’s in Beta.  Not sure which it is.My current process:Create Data Designer, make universal and run Update program Settings Map tokens and test email - find an error Go to Data Designer and update fields Run Data Designer Sync Participants - the new configuration fails because the participant already exists Delete the Data Designer and start all over It is fairly common that an incorrect firls would be selected and/or modifications would be needed when configuring Data Designers.  I don’t see anything that allows me to delete a Test Participant, and the process to make corrections is lengthy.  Thanks for any help!

461
dayn.johnson
10 months ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How to subscribe to new spam notifications

Is there a way to receive notifications about new spam content? It would be nice for moderators to review new spam as soon as it comes in to catch false positives without much delay to a legitimate user’s post.I think there isn’t a setting for this in the system, so I was looking at setting it up via webhooks and a Zap notification, but I don’t see a webhook for new spam events.

412
arminfpop
10 months ago
R
rkumarContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
PX to CS Integration

We have PX to CS integration currently setup and there is a scenario that came across where for a particular product our internal employees have to run a process for that product. But there is an identifier Global Context (ClientNameSelected) in PX which captures which account name it was run for and that is not coming across into CS.Since in CS we would like to see for that product which accounts have that process already completed, so that CSM can have conversations with client accordingly.After raising the ticket with support 296079, I learnt that there is no option for bringing Global Context (ClientNameSelected) into CS. How can this be achieved?

351
Surendra
10 months ago
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LaurieG_PSContributor ⭐️⭐️
asked in Customer Success (CS)
CTA Completion

Hi Folks - New to Gainsight and am just transitioning the team over. I have a very basic question, and I am not sure of the answer.  If all the tasks associated to a CTA are completed, does the CTA compelte automatically or do they have to complete to CTA also? Thanks for you help! 

1434
romihache
10 months ago
dcassidy
dcassidyContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Salesforce Chatter Integration

Has anyone managed to successfully integrate Salesforce Chatter into their Gainsight instance? This is a new challenge for me/my team and would love to know what the lift and requirements were. Thanks in advance.

330
dcassidy
10 months ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Is it possible to customize the "no permissions" notice for different pages?

I’d like to customize the “you don’t have permissions to view this page” error so that it is unique when triggered from a specific page. The use case is that we have a private partners portal, and if users click there, we’d like the error message to provide them an email to our Partnerships team to request access. However, from other spaces on the community where users encounter permission issues, we don’t want to show this email because it wouldn’t relate to the partnerships team. Is this possible to do?  

508
logicalhare
10 months ago
K
kirankunnurContributor ⭐️
asked in Product Experience (PX)
Custom Metric Calculation and Dashboard

Hi folks! We have a requirement to build user tracking across pages where we want to capture different properties from the page and calculate a metric like “average time taken to complete a job on the platform”. Is it possible to do this in Gainsight and build a dashboard for the same to report on?

463
Surendra
10 months ago
A
anushatContributor ⭐️
asked in Product Experience (PX)
Tooltip or badge

Hello.My use case is that I wish to place an information icon on my page next to some features so that when the user hovers over it they can read more about the feature. I used to use tooltips in Intercom however in Gainsight Tooltips are different in nature. Do I use a badge or is there something else? I want to information icon to always be on the page and the text should only be displayed when the user hovers over the icon.

724
Surendra
10 months ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Education (CE)
Kickstart Your 2024 Digital Customer Education Program - Webinar Series

Gainsight is hosting a 6-session webinar series from Jan. 18th through March 29th on how to kickstart your Customer Education Program! Digital Customer Education is a must-have strategy if you want to stay ahead of your competition in 2024.Join us as we redefine customer education for the digital age in our New Year, New Strategies Bootcamp series designed to help you build a comprehensive and impactful digital education program.From appointing a Customer Education leader and navigating the learning management system (LMS) market to creating awesome content and measuring the success of your program, each session is jam-packed with actionable insights, practical tips, and collaborative discussions you can apply to your strategy today.And if you miss a live session, you can also access the recordings from here. 

820
lila_meyer
10 months ago
jay_honeybook
jay_honeybookContributor ⭐️
asked in Customer Communities (CC)
Can I see a list of members subscribed to a certain topic?

I’d love to see a list of members subscribed to a certain topic or specific thread.Is there any way to create a user segment or export a list based on this logic?

774
H
10 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How do I embed our social media on our community?

Hi I would like to embed our linkedin and twitter on our community profile page?How can I do this on our community? thanks!

553
anirbandutta
10 months ago
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ahamburg9Helper ⭐️⭐️
asked in Customer Communities (CC)
Community - Create a User API and passwords

Hi All, New to this community!When using the https://api2-us-west-2.insided.com/user/register API call I have been successful. My question is about passwords. If I set a generic password for a user, when they first login, can you force the user to create a new password? Does Gainsight have the idea of setting a temporary password, and then once the user logins, they will be forced to create a new one? Thanks,Anthony

181
olimarrio
10 months ago
rbegley
rbegleyHelper ⭐️⭐️
asked in Customer Success (CS)
NXT: Report on CTA Associated Persons

Curious if I am just missing it or if there is no way to report on it today, but I would like to use the Associated Persons linked to a CTA in order to drive automation.   These were available in SFDC edition and I assumed the functionality would be replicated in Gainsight NXT.  

2372
A
10 months ago
H
Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Editing an event after it has been published.

Trying to edit an event - but unable to find it on the backend to edit. Where do I go to edited it? When I go to “event” it is showing all the events that are not currently displayed to our end users. But needing to edit and event that is being displayed. 

305
H
10 months ago
M
mbuuck1Helper ⭐️
asked in Customer Communities (CC)
Manually assign points to users

Is it possible to manually assign points to users? We are considering running a weekly challenge and would like to reward the winners with points that would be recognizable on the leaderboard. 

251
DannyPancratz
10 months ago
L
lindsay.smithnorrisContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Is it possible to link headers in an email template that jumps you to that section?

I know the Link feature in the email template builder in JO links to external websites (with https://)...I am trying to “link” places within the email itself so a reader can click on a header or bullet and jump to that respective section within the email (similar to link within a Word Doc, Powerpoint, etc.) - so the reader doesn’t have to physically scroll through the email to get to the detailed content that they want to consume.Is this possible with JO email templates?

203
dayn.johnson
10 months ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Customer Success (CS)
Monetizing CS: Creating readiness within your CS team as you think of monetizing CS

While monetizing CS, it's crucial to have a well-structured approach to training, enabling, and hiring Customer Success Managers (CSMs) to ensure they can deliver value to your customers and justify the fees. Here's a step-by-step guide:Define the Role:Clearly define the responsibilities and expectations of your CSMs in the context of the services you charge for.  What are the key deliverables for the customer and at what stage? Think QBRs, Health Checks, Instance Reviews etc Understanding the specific outcomes or results customers can expect from your customer success program.Define the offering:The CS offering should be treated as a product with the proper positioning and messaging. Sales buy-in and enablement are required. Sales should not undersell the level of CS services required. GTM support is essential. Diverse Monetization Avenues: Explore various avenues for monetizing customer success, encompassing Professional Services, Support, Education, and Customer Community initiative

1210
meenal_shukla
10 months ago

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