Discuss Gainsight Products

Hi All,We recently implemented CS to go along with our Community implementation.Is anyone using a community score as part of their Scorecard in CS?If so, how are you thinking about this? I would love to know how other have thought about it and implemented it as well.Any thoughts are greatly appreciated. Anthony

Does anyone know of a way to have more than one person add notes to a Timeline Activity?  I know someone can add comments,  but is there any way to make the “NOTES” of a timeline activity editable by others in our company? Like a collaboration or share feature?

Hi! We have so many people with the same usernames and it makes it difficult to automate some of our bulk actions. Is there a setting or some way we can block users from creating a username that already exists, ignoring uppercase/lowercase? 

Hi everyone,We’re in the process of setting up our community on inSided and are about to start writing up some onboarding “FAQs” or articles for our community members. I wanted to see if there were any examples (from your own community or others!) of well-organized and digestible user-facing onboarding resources that we can use as some inspiration. The types of articles we’re initially looking at creating include:Getting started (like an intro the platform) How to start a conversation How to ask a question How to submit an idea What are the different roles How to set up your profileThank you!

Hi All - We’ll be launching our customer community soon and ran into a snag. I have the site set up so that the majority of the content is gated, as our customers want their conversations restricted to other customers. But I just realized that profiles are public, even if most of the content is restricted.So I think I have to launch as a private community. Just due to the nature our of product (identity security), customers don’t want the world to know what technology they are using to protect themselves from hackers. As of right now, they’d like the whole community behind a login (with SSO verifying users) and they only want their usernames and job title displayed by default. They can opt to share more info (name, company, etc.) but may not. I guess my question is, has anyone run into this issue? I’m used to communities being more open, as we really do want customers to get to know each other. I’m hoping they’ll be more willing to share names/companies if the community is fully privat

We recently held a powerful session on Instructor-Led Training (ILT) during our latest Office Hours. It was a great opportunity to dive deep into the capabilities of Gainsight CE, explore upcoming enhancements, and hear success stories directly from our customers. For those who couldn’t join us, here’s what you missed 👇 Shambhawi Kumari, a Product Manager at Gainsight, provided a thorough demonstration of setting up and managing ILTs within the Gainsight CE platform. (Timestamp: 6:45)Key features covered included:Enabling ILTs via the 'Add-ons' section. Creating and managing events and those events’ sessions Deciding and setting up who sees and attends the training, with options for all, some or none. Shambhawi shared exciting upcoming features designed to enhance the ILT experience (Timestamp: 19:20)An advanced integration with Zoom will soon enable automatic attendance tracking, allowing for real-time updates and easier management of participant engagement! Other enhancements coming

Can I use a wildcard in a URL redirect within an engagement?For example, one of our products has multiple base URLs depending on where the user sits, so a sample would be (all preceded by https, of course):www.subcompany1.com/featurewww.company2.com/featuresubdomain.company.com/feature Would it work to redirect to $px-auto-resolve.com/feature? 

Over the past few months, I have noticed an uptick in requests from my CS teams for answer keys to send our learners who have been taking the quizzes in our courses. Currently, we hide our correct answers on quizzes and encourage users to review the material and retake the quiz, but I think that has been causing more frustration for learners and, in turn, my colleagues. I am wondering how many other academies reveal their correct answers on quizzes. I am reaching the point where I am looking to concede to reveal correct answers but then make the quiz a milestone where they will need to retake it after reviewing the correct answers rather than just moving forward.

Welcome to your one stop shop for all Staircase AI by Gainsight community content! We’re excited to open this brand-new section of our online community, dedicated to all things Staircase AI by Gainsight! 🎉 Whether you’re a seasoned Staircase customer or getting started with Staircase, this is your go-to spot for all the latest discussions, product content, and insights about Staircase AI. Here’s what you can look forward to:• 📚 How-To Articles: Get quick answers with our handy guides.• 💬 Questions & Answers: Have a burning question? Ask away, and connect with fellow users and experts.• 🔍 Deep Dives: Explore in-depth content on Staircase AI’s capabilities and how it can help you.• 🚀 Learn & Level Up: Whether it’s tips, tricks, or new features, you’ll always stay in the loop! Our community is all about sharing knowledge and growing together, so jump in, explore, and let’s elevate your Staircase AI experience to new heights! 🚀 No idea what Staircase AI by Gainsight is? Check

How are you using setting up ILT for virtual sessions?We’ve set up an event/sessions, added a registration notification, and connected a Zoom account. Curious if anyone has had success doing this and how, because:There isn’t a good spot to add the Zoom/virtual link (outside of pasting it in the description).  When I test it, nothing converts to a calendar invite.I really like the user experience of doing this all through the LMS, but without a calendar invite to add, our learners will miss it. The reminder emails are okay, but they’d still have extra clicks to go to the Academy and get the link at the right time. 

We are currently moving our product feedback / requests to ProductSignals as our tool. Our CS team will potentially be moving to providing customer feedback to our product team using the Product Requests tool in CS. We are still looking for an option that we can embed directly within our product so customer’s can submit ideas on their own. We also are standing up a community over the course of the next year where product feedback will be a big piece of this rollout. Can anyone shed light on how they allow customers to submit product feedback on their own initially without a community & if that integrates to the produce feedback in CS? Then how are you all using ideas / product requests in community and does that directly integrate with the tool in CS? If anyone uses ProductSignals currently for managing this feedback, I would love to connect and see how you can are closing the feedback loop with CS & product using this tool (whether you do this in GS or not).Thank you in advanc

Hello GS Community, Currently we have some concerns where GS automated emails are going out to customers while a CSM is on PTO. We still want the communications to go out, but potentially from a different person. For example, if the CSM is taking PTO for a few days, maybe a week, we don’t necessarily want to change the CSM on the account, but rather have the communication come from the manager of that CSM. Is it possible to set something like this up through Journey Orchestrator?

I have created a few measures that roll up to the overall Health Score for an account. However, each health score measure requires a different grading scheme, or banding of the metrics for the score to be the most effective for our CSMs. For example, in one measure a score below 33 would Red but for another measure the score would be Red if it was below 50.  I did not see a way to change the grading scheme without it affecting all the measures. Is this possible? If so, I would love for some assistance on this! I can use either the old Scorecard or Scorecards 2.0.  Thanks!

Hey all,Our org is using Intellum to create a learning academy for our customers to be trained on our products.We are trying to see if anyone has been able to successfully integrate with them and what they did with the integration.Also if you have any tips/tricks or recommendations that would be peachy. We are wanting to possibly create badges for those who complete courses in the learning academy and automatically add them to members of our Community.

Hi! I’ve been experiencing something weird when converting topics to articles. When I select convert this happensand then I refresh and the page appears as trashedwhich leads toI can restore but it’s still a topic. When I tried yesterday and on a different topic I was sent to the same flow. I restored the topic and this morning found both article and topic there.Any suggestions to what might be going on?Thanks,STine

Just confirming there is no voting/poll functionality in community. How have you set up a poll like type post in community? 

Hi Community,we’re currently setting up our Private Community and were wondering, if the Custom Page feature could be used as a general Langingpage, with info about the Community and Sign-Up process, which is publicly available.We were thinking about using te Custom Page a Landingpage, where we provide info about the Community and How to sign up. This page would need to be publicly available, so we selected Visible to: Unregistered / Not logged in. But when checking, if the page is visible in a private browser tab, it isn't.Is the public setting of the Community itself overruling the visibility settings of the CustomPage? And if so, is there a possibility to have a Landingpage with info about the Community which is publicly available, even though the community itself is private? Cheers,Marcel

Seems odd to me that you can in-line update fields in almost every Standard GS Object except the "GS Opportunity Line Item". Below are the GS Standard objects you can inline edit inCase objects GS opportunity Company Relationship Person Relationship person Company personThere are 4 fields we need our CSMs to be able to edit on the GS Opportunity Line Item object that will sync back over to Salesforce. Does anyone have any suggestions on how to do this or when this standard object will adopt the same functionality as the other GS Standard objects? 

I wondering what you all would consider the best strategy for creating time based CTAs. Lets say we want to produce a CTA to direct the team to do a quarterly QBR.The way I figure, I can set up my CTA rule via cron that fires on the first day of each specific month that aligns with our quarter and set the CTA to fire a certain number of days into that quarter.Is this the correct strategy? Am I over or under thinking this?Thanks!

Hi! In my rank messaging when someone levels up, I’d like to be able to include hyperlinks in the message. I can do that in the typical PM area, but when I build the message within the rank (send message when someone reaches this rank) it will not allow me to hyperlink. I’ve tried all the suggestions in the Hyperlinks not visible on private messages post, but none of them are working. Any suggestions or workarounds?

Is it possible to put the estimated time of completion  in the cards of the course catalog?Thus giving users an idea of how long they need to invest?

I thought I’d “walk-the-talk” and share something I’m really proud to have unlocked today...The Challenge: We have really great reply rates on our community. We typically see >75% of questions receive a reply within a give month. Usually it’s more like >80% and we strive for >90%. And our median time to reply/answer usually ranges from 1-4 hours. These are key success metrics for us, as community sits within Customer Success, but also just common sense of “positive experiences (from making people feel seen/heard) will drive adoption and engagement of our community.” Answers are a lagging indicator to replies. We see that an increase in the % of questions receiving replies correlates closely with an increase in the % of questions marked solved.But our success has presented a new challenge. As adoption and engagement of the community increase, our question volume is spiking. We’ve seen >10% growth in total questions QoQ and last quarter it was >20%. This is making it hard

Hi all, looking for some of your favourite zapier automations tat you’ve found useful when paired with your insided community. We currently will be integrating Insided with zapier and connecting them with Intercom, Salesforce and Slack to start Curious wrt slack, what have been some of your most useful zapier automations

I’ve been asking our Marketing team to include links to our Community within their marketing materials to drive more awareness and engagement.  In some cases, I want my Community post to reference their blog post that in turn linked to me, but we have a bit of a chicken-egg situation in which we both need the URL for the other, but neither of us has posted yet!Anyone else doing this?  How are you coordinating?  Ideally I’d be able to create my Community post (giving me the URL to share with Marketing) while hiding it until the Blog post is published, but there doesn’t appear to be a way to do that.