Discuss Gainsight Products

Hello GS Community! I am wondering if there is a way to report on CSM usage of Success Snapshots. My CS leadership team needs visibility into the frequency of use by CSM and it would be great to see which companies a Success Snapshot was created for. I searched for a standard object and did not find one. I am wondering if anyone has a way to do this. Thank you in advance! 

Is there currently a self-service way for users to download their data (eg. GDPR’s Right to Data Portability)? I saw this idea, but wasn’t sure if there was movement on this. Would also like to include steps on this in our space’s own Knowledge Base + have it for reference for our internal team in case a user writes in.  Thanks!

Hello! When creating a knowledge base article & utilizing the Guide Index/Table of Contents option. We often use the Guide Index for large and small heading anchors. When going this route - the title “Guide Index” is included in the table of contents (see photo below). Changing the title to normal text removes the table of contents all together. Any advice on not having the Guide index title show in the table of contents for large and small heading anchors?   

While CSMs are creating a new record in a Low Volume custom object from C360/R360 > Related List (Report on Low Volume object), other fields having lookup to standard fields from Company or Relationship are populated automatically.Business Use case: If the Industry Type string field in the Low volume object looks up to a standard field in the Company object (other than Name and GSID), while adding a new record in the Low Volume object, the Industry Type field is populated automatically.Notes: Low Volume Object fields having lookup to a custom field in a Company or Relationship fields are not populated automatically. Previously, fields which look up to Name and GSID in the Company object were already auto populated.This enhancement is also applicable while adding a new record from the Data Operations page by Admins. For more information, refer to the Data Operations article. For more information, refer to the Overview of Customer 360 Details article. 

Hi, Community - I know this is possible with categories/sub-categories, but would like to confirm it works for Groups also. Can we change the name and URL after setting up the Group? Context on our use case scenario, if it helpsWe are launching a new Early Adopter or Beta soon. We want to have some general “early bird” types during message testing but then later give this Group a snazzy name and identity.  For phase 1 could we do “Early Adopters” and then change to the final name? Or would that involve migrating Groups / members? (want to avoid ideally)Thanks!

 In a recent webinar, we discussed how to turn customer feedback into real action with Gainsight Surveys. The webinar broke down survey strategies, execution best practices, and technical know-how to help teams level up their customer experience game. Key Takeaways: ✨ Types of Surveys Transactional – Quick check-ins after key events (implementation, support, training, webinars). Relationship – Periodic pulse checks to monitor sentiment, spot risks, and identify advocates. 🛠 Best Practices Map surveys to the customer journey so feedback is timely and contextual. Ask questions with purpose (beyond NPS/CSAT). Keep a survey calendar to prevent fatigue. 💌 Communication Strategy Warm up with a “heads-up” message. Use simple subject lines + reminders from the CSMs. Personalize follow-ups: ⭐ Promoters → Thank + invite to advocacy programs 😐 Passives → Probe for more context 😡 Detractors → Acknowledge & escalate thoughtfully 🔄 Closing the Loop Always acknowledge

Has anyone else implemented some Hotjar forms on their site? We're popping up a hotjar survey (after 5 sec) on the side of our site for users to be able to provide general feedback about the platform, but it seems to be messing with our site's CSS, and I can't nail it down…As soon as the survey pops in, the text size seems to be reduced..See in the gif below, as soon as the survey tabs shows at the bottom left, the text that isn't bold on the site gets some shaking :-) 

My team and I just met to connect Gainsight to Gong via the support documents we were given: https://support.gainsight.com/gainsight_nxt/Timeline/02Admin_Guides/Configure_Gong_Integration_Settings However we ran into an issue right off the bat however as the first step listed in this configuration guide is to set up API access across all our keyword trackers, and this is not available to us because we primarily leverage smart trackers and this API connection feature didn't exist in the same way as it does on manually added trackers. Is there a way to use Gong's smart trackers and feed those into Gainsight via the API? Thank you to whomever jumps in with advice or wisdom!

Hi Gainsight Community!I’ve built a journey using Gainsight’s Journey Orchestrator to deliver triggered emails (via SendGrid) based on customer milestone events. Overall, it's working but I've noticed a recurring issue: emails are being delivered several minutes late, even though the journey timeline is configured for near-real-time action.Here’s what I’ve explored so far:Verified that the journey is scheduled for immediate trigger rather than batch processing. Checked that the events are arriving in Gainsight promptly, and the Email Action step runs right after they’re triggered. Reviewed the SendGrid API delivery confirmation happens quickly on their side, but the recipient receives the email with a noticeable delay. Enabled debug logging in Journey Orchestrator but haven’t seen any queue backlog or runtime errors logged.I’d love to hear from the community:Has anyone experienced similar delivery lag, even when the orchestration runs “on time”? Are there performance tuning tips or arc

We are working on setting up some moderation automation prior to the launch of our CC in the next month. We have been able to connect our Zapier account to CC and Teams which is going to be a huge help for our moderation team to ensure they are engaging with our customers posts when they have not received any additional activity. Our current flow is that:The moderator team will have filters setup in the Control environment for Last Activity > x hours They will then apply a Moderator Label if there is follow up by a specific team AND will be applying a ‘automation: response needed’ Moderator Tag The reason for the tag is to trigger Zapier to see this topic and then check which Label has been applied and push the Teams notification to the correct team to follow up. We feel fairly confident with the flow to this point (ideally Zapier could grab the topic when the Moderator Label is changed to specific value, but we can work around that) The issue we then run into is needing to remove

Hi everyone! We have built an automation thanks to inspiration found here (mainly from ​@DannyPancratz, TY!) but having some struggles to get the zap working properly -initially it worked for some days and stopped to receive any new records-  Did anyone else face this? How did you resolve it? Thank you!

I am finding that a lot of times the “Extremely negative message” Lifecycle event is not what we would consider “Extremely Negative”. In many cases it may have negative sentiment, but it is not in the Extreme Category. What is the best way to calibrate this? I’ve been going through and trying to delete those that it has incorrectly classified, but I’m not sure that is helping to train the model. Any tips for how to improve this?  We have some cases where we have messages in foreign languages being translated via Chat GPT and it is flagging almost every message as extremely negative, even though in most cases they are simply reporting issues or asking for status updates as part of routine business. As you can imagine, a view like this is alarming for our account owners to see, and not accurately representing the customer relationship.   

Currently, Gainsight CC allows me to see the last activity date, but if I’m looking at a specific time frame that would only show me people who haven’t taken action since then. Is there any way to drill down to see both users who took action in a specific time frame and users that continued to engage in the community past that time frame?I also see that profiles in the backend have a Last Login field, but there isn’t any filter for logins. Am I missing something or would I be able to find that to create a segment?The idea would be to grant badges to these groups I’m trying to filter down to.

We dont have SSO in use, so we cant join beta? 

Hey,We're interested to implement a location/country field on as a user profile field but we'd like it to be a dropdown selection field rather than open text.Any tips on the best way get this list of countries in? (other than manually adding a 150+ countries 😅)

I got this response in a recent query for “Ask me Anything” in Staircase. Is this a real capability or a hallucination? If it is real, how does “automated watch” work and where would the alert appear?“I will set up an automated watch on future deal notes and implementation projects for those keywords so we’re alerted the moment a true replacement use-case appears.”

Hello Team, If you’re wondering why your meeting summary isn’t showing up in AI Follow-Up (Staircase), here are some simple reasons and tips to help you understand and troubleshoot the issue. How Meeting Summaries Are Created:To generate a meeting summary, two key things must happen:- The meeting organizer’s calendar (Google or Microsoft) must be integrated with Staircase.    Through calendar integration, we retrieve the scheduled calendar event and its associated meeting ids. Please note that if the organizer’s calendar is not integrated, we can still get the meeting event from one of the participants whose calendar is integrated. In such cases, we generate summaries based on meeting provider restrictions. For example, if the zoom authorized user has read access to all meetings and we obtain the meeting ID via their calendar event, we can generate summaries but MS teams won’t allow us to read the transcripts of the Organiser mail was not connected. Additionally, we only read meeting e

Is it possible to change the URLs for any of Gainsight’s community modules? Specifically, we use the name “release notes” for this type of content instead of “product updates” - would it be possible to change the URL to release-notes instead of product-updates? 

I currently have a code for a custom code header (here was my original question that Community helped me think through) that currently opens all links in a NEW tab.  I’m asking if you folks know how to make ONE of those links open in the same tab. I have zero experience in coding, so I apologize for the junior question.  If it helps, this is the code I have now:  <div class="custom-header-logo-text"></div>  </aside>  <!-- <article></article> -->  <aside class="sidebar-right">    <ul class="custom-header">      <li><a href="URL" target=“_blank”>Nameofpage1</a></li>      <li><a href="URL" target=“_blank”>Nameofpage2</a></li>      <li><a href="URL" target=“_blank”>Nameofpage3</a></li>      <li><a href="URL" target=“_blank”>Nameofpage4</a></li>    </ul>  </aside></div> 

Hello! Totally new Gainsight user who will be migrating over from another community platform. I am trying to map out our new architecture  / structure and wondering what tools folks used to do that? Right now I am using Google slides and mapping out the top nav and then a new slide to go deeper into that particular landing page / sub-buttons. Thinking a tool like Lucid might be better for this? Curious in general how you all thought about / designed your structure before building it in product!

Hi everyone - we had a CSM that wasn’t seeing any of her Gong calls come over to Gainsight, and in checking the integration, i didn’t see them coming over there either.She was having issues with Gong so she needed to manually upload her calls to the Gong system.Should we expect those come over (is this a bug?) or is that a limitation of the integration?

We have over 20 products that have many releases, updates, UI changes, etc. We always have to edit articles to update them but need to schedule the republication a week or more out. We need the current version of the article to stay public until it’s replaced by the updated version.How can we accomplish this without being able to save changes to a published article in drafts?We have over 5,000 articles on our KBs and really need a system that works. We cannot update every article on the day it releases. 

When adding fields to the Detail view layout configuration for CTAs, is it possible to rearrange the order of the fields? Or do you have to delete them all and re-add them in the order you want them?

Summary: If your organization is like most businesses, even the most seasoned Sales or Sales Ops professional may not know everything about all the nooks and crannies in your opportunity, contracts, and/or subscription data. For Customer Success professionals? Forget about it. No matter how you filter the data, it can still be tough for CSMs to parse what products/solutions a customer owns, how much ARR is attributed to each line item, and the start/end dates for each one.   If your Opportunity/Contract/Subscription data is already perfectly streamlined in your CRM, congratulations! Must be nice 😋. If not, please read one to read how we put together a high-level, user-friendly view of customer subscriptions by transforming our complex Salesforce Subscription object data into a more digestible format for CSMs.  I’m probably stating the obvious, but please keep in mind your data will look different than ours, so hopefully the example I provide here can at least get you started on your j

When executing the Sync to Gainsight option in Staircase for a missing contact, what information is part of the workflow? I see it sends First Name, Last Name, Email and Company, but it doesn’t seem to send the Title, which is a critical component of a contact entry. Is this an error, or is the title not syncing by design?