Discuss Gainsight Products

Very happy to see this released as a fast follow to the Unmark Answer feature:  Here’s what I’ve learned from testing this webhook: DOES trigger on answers unmarked by the button (as you’d expect) Webhook triggers when this button is clicked DOES trigger when an Admin, Moderator, or Community Manager uses the Unmark Answer button in the backend Control moderation view.    Does NOT trigger on questions when the answer CHANGES User clicks Best Answer button on another reply Answer changes from previously marked answer to the new reply But GOOD NEWS the question.Answered webhook do

So last Sunday, I briefly checked our community queue (like any CM with no self-control would do) and saw that our CEO had replied to a customer. We always have pre-mod on during holidays and weekends and I had a minor freak out worrying he’d be frustrated his post got caught in the approval process. He was fine with it, but it reminded me I need to figure out how to let employees bypass pre-mod.I think the most obvious solution is to add all employees to the Superuser role as we’re not using it otherwise, but is there a better way?Also, at some point over the past year someone on my team apparently deleted the Superuser role from the role list. I’ve added it back by just recreating a Superuser role, but is that enough or was there more behind the scenes?Thanks!

Hi, I was hoping to connect with others on how they manage a shared inbox for a team of CSM’s. Wanted to hear if any teams were managing customer requests through a shared outlook inbox or other methods? Any tips or guidance would be great.  Best,Morgan

It seems that once we updated to the new Home Page layout we can no longer separate our Portfolio view from our tasks lists (cockpit view).  These are two completely separate widgets for our team, and have completely different use cases that make them important to be visible in separate areas.  I was super disappointed to hear there was no way to split them.  Tasks are now completely hidden within the home page. CTAs can be within the Summary Banner but again, our team relies on the tasks due that day/week and not the main CTA due dates.  Has anyone else found a workaround?

I’ve been piloting a community newsletter via the Email Campaigns feature for the past 4 weeks. In looking through my metrics, the recipients that show in my Click-through rate metrics are never included in my Open rate metrics. But… you have to open the email to click one of the links. Is this intentional or is it a bug? Based on the definitions in the tooltips and documentation, and my past experience with similar email metrics, I had assumed these metrics were like a funnel, rather than separate categories for recipient actions. 

If a user has the setting to only receive messages from the people they follow…… can they still get messages from Admins? or do these settings also apply to Admins? 

Hi Everyone, Can you please tell me how to use the formula field while creating a new formula field in the Relationship report? Thanks & Regards,Giri Prabhavati.

When reporting on TL entries associated to closing a CTA, we are struggling to find a way to link the TL entries initiated using the Outlook Plugin to the CTA.  Without that Context ID of “CTA” the TL entry is orphaned from the CTA it was meant to close.  Is there a way to associate TL entries after they have been made back to a CTA?

In this new year, we would like to do a better job of showing the ROI of the CS organization and I wanted to see what others might be measuring.Right now I have:Opportunities where the CSM is involved early close faster  Opportunities where the CSM is involved early close for more (compared to projected) We know better adoption early leads to higher retention, so I’d like to do something around CSMs helping drive early adoption CS Qualified Leads (CSQL) close at a higher rate for both new products and expansion CS Qualified Renewals renew faster and for moreAre there others folks are using that they like? What else should I be thinking about?Trevor

What is the logic of these articles when viewing a knowledge guide?   

Hello all, Does anybody know where to change the Terms and Conditions page? Thank you!

Hello Team,When we authorize the Dynamics Connection, it will generate a new Auth Token and that token has 90 day expiry period. If the connection was not yet authorized for next 90 days then token will expiry and Jobs will started failing. However, If we re-authorize the connection then new OAuth Token will be generated and jobs will run normally but it is a repeat process for every 90 days. Could you please verify and see if we can have an token refreshed automatically when it is about to expiry

Last week our Idea Pipeline was displaying propertly. Today for some reason, our idea status boxes (New, Open, Released, etc.) are not displaying. Anyone else having this issue?   

 In case you missed it, ​@tmcmahon and I hosted another CE Office Hours talking all about (Email) Communications! The recording is below, but here’s an overview of what we discussed... Exploring Email Types- What emails can be sent via Gainsight CE? Course enrollment and Inactivity nudges fall under the Engage tab  Group messages can be found in the Broadcast tab Default messages based on what settings you have turned on in your school, are in the Administer tab (academy invitation, password reset, etc).   “Hidden” co

Question works ok. This problem occurs here and in our community as well.I just created a ticket to Support.

Does anyone use the concept of “known issues” in their community?Something like issues.salesforce.com?I am curious, how you all report known issues to your Customer/End Users.

Has anyone setup a connection with Workato integration? It is on GS’s website that it does an integration, but I am having a difficult time finding information on it. Any help would be appreciated!

We can change how our forum homepage looks, adding, removing and changing the order of how features appear with ease. It’s great!   But 80% of traffic to one of our forums is from a mobile. Most of this traffic lands on a subforum homepage or on specific topics. We want to optimise the display of these areas for this device type, but I don’t seem to have many options to do this.  Are there options (or plans) for mobile-display-only settings? When changing features on the homepage, will this effect the view of sub-forum homepages? Discussion point: how best do you prime a forum for mobile use? For one thing, we need content that’s concise…. any other tips, get sharing!  

We have certain roles in our community that can view topics but can’t participate in them or add new ones. Is there a way to completely remove the Create Topic button for these roles altogether? Right now they can still click on it, and they get an error when trying to make a post.

Hey All, Is it possible or has anyone created a survey in CS and used it as signup for a client newsletter. We are looking to revamp our client newsletter, and thought that we could garner interest in parties who would want to see it via a CS Survey. Thoughts?Anthony

Hello -  Does anyone have a good list of keywords to block where you could potentially send me a link? I’ve googled but there are lots of options, curious if there is one that people recommend. Some of the words on these lists I’ve never even heard of 😂Looking for more than just profanities but also political key words or words discussing violence, etc.  Thanks!

Hello - Does anyone run Pendo on top of their community? We are having some trouble reporting out the username/userID into Pendo. If you use Pendo, we’re looking to see what data you can pull from Gainsight and how you do it? Thanks!​@darylard 

Is there a way to embed videos in email campaigns? I tried adding HTML code but it does not work.

Hi Gainsight Community, Our goal is to set up a bi-directional sync from GS CTA Tasks to SFDC Opportunity tasks.  The Task Syncing options available OOTB (Auto sync or Bi-directional) only sync the tasks to the SFDC Account.  The CTAs are triggered via rules from SFDC Opportunity as a source and we utilize the Linked Object through the rules actions.  Regardless of the linked object showing the correct SFDC Opportunity, the tasks all sync to the SFDC Account tasks.Our Goal Workflow: CTA is triggered via Rules from SFDC Opportunity and created at Company level in Gainsight. All CS Tasks sync from GS to the linked SFDC Opportunity and appear under Opportunity Tasks (NOT Account Tasks).  This post was the only one I could find that is close to what we are trying to accomplish with CTA Tasks syncing to SFDC Opportunity Tasks:“I feel most would agree that if I want to link a CTA to an Opportunity, one w

Is there a way to filter/search for ideas that have been merged to another idea? I need to audit our ideation area for ideas that were merged but not marked with the appropriate idea status.