Discuss Gainsight Products

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.  

I dont tell more about my idea but I keep thinking about following:If I create Custom page per user and grant custom role per user, I can define that only that user sees the Custom page.So I would like to know is there max number of Custom pages and roles we can create?For example 50 pages and roles, is it ok?

Hi!I got this pop-up when entering the control environment today. What changes are coming? So that we know what to look for. 🔍Is this accessibility related? If not, when are the next milestone(s) going live? Haven’t heard anything about that in a while. 

Hello everyone! Trying my luck again. Description:I have a banner with a search bar, it's the default widget from Gainsight. It's locked, and I can only edit the global styles for this section. This section implements a site-wide search. Question:Is there a way to reuse this search functionality? For example, can I copy the HTML and paste it elsewhere, or are there other ways to reuse it? Thanks in advance for your answers! 🤝🏻

There’s not an option to edit “Optional” when you toggle on the Phrasing tool Is it used anywhere else? I was thinking it’d be good to edit this with some helpful context on what to tag. But if the same phrase is used for other Optional fields, then it’s not worth doing. 

Is it correct that eval steps and wait timers are not affected by the Action Execution Schedule? If I want emails to only go out on Tuesday and Thursday, I just need to wait step participants into the dead zone between live days?The docs say "The Action Execution Schedule feature helps admins set the schedule for when actions such as emails, surveys, and APIs should be executed for the customers.' Which makes it unclear if those are the ONLY actions that are processed during the scheduled time, or if there are others   

Has anyone used Zapier in one of the two scenarios?Push data/fields from Gainsight into the Jira organization  Push data from Gainsight into specific Slack channelsWe’re trying to do both of these scenarios and figure Zapier may be a tool we could use. 

Hi everyone, We’d like to try a new approach and enroll our customer base ourselves to our community when they join us. (We’ll be adding this clause to their agreements) Does anyone do this successfully? I can’t seem to find an out-of-the-box way to enroll anyone that is not an invite. 

Hi folks, I want to change the text of the Community Preview when I embed a link in slack or in a Search Enginges.Where do I change that again? I could swear there was a setting for this but I cannot find it anymore.Thank you!Examples: Slack Search Engine (eg Google)  

I'm having trouble managing CTAs using the Rule Engine in Gainsight.I want to add a condition to an existing CTA creation rule to check whether a Success Plan has been created. However, I need to ensure that the existing CTA creation history is maintained even after implementing this new condition.(For example, if a CTA was created yesterday and is set not to be issued again for a week, that restriction should still apply.)Since the current rule does not have data to check the Success Plan creation status, I tried joining the Success Plan object and configuring the action accordingly. However, when I tested it, all CTAs were created without retaining the previous creation history.I would like to know how to join the new object and configure the action while keeping the previous CTA creation history intact. Thank you.

Hi Experts,Are there APIs available for following:Find an engagement by name Change configurations of an engagement. For example - add or remove URLs or Segments.Appreciate your inputs. Best regards,Saurabh 

We've organized our 'how to build a survey' articles into a step-by-step guide for new users to create, send, and analyze surveys. While it's possible to tackle the sub-tasks in a different order, we're presenting them in a recommended sequence. To access the path, click on the link at the bottom of this post and then select the "How to Build a Survey" tab. We are excited to try out this new documentation functionality, and would love to hear your feedback. https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration

I am looking to use Gainsight PX to prevent a specific user segment from accessing specific features. I want to create a targeted in-app engagement that essentially "blocks" the feature by displaying a modal or overlay when a user attempts to access it, effectively preventing interaction with the feature. Can someone advise how I go about building this? 

I created a support ticket (#356780) to report the issue. Hopefully it’s a quick fix, but it wouldn’t hurt if you also let them know it’s impacting you and reference the ticket. The issue stems from something that changed in the payload of New Topic trigger at some point yesterday. Looking at my Zap’s runs, I see that Topic Url changed from a complete URL to an incomplete URL missing the domain info and only providing the Topic path. Previous payload before the change; note a full URLPayload after the change; note the incomplete URL 

I have a fairly basic question that I'm hoping someone can help me with- seems like I missed the 101 part of this fundamental.Our community is technically "public" however there is a login screen required to access any pages beyond the homepage, events page, and customer support page.I'd like to make a handful of articles publicly accessible, but I'm not sure how to do that since the community sections they reside in are private. Is there a specific setting on the article page that allows you to configure its visibility independently from the overall community section?

Hello, we currently have the Gainsight CC and CS connector set up with basic information piped into 360 dashboards from the community. We would like to add in another specific metric - membership in a specific group. I’ve reviewed this documentation on available objects and am not seeing this information available. Hoping I’m simply missing it and would appreciate any guidance!

I'm looking to see if anyone has connected Amplitude Analytics with Gainsight.  From what I understand they already store their usage data in Amazon Redshift.

We are looking to roll out Gainsight Copilot AI to our CSMs and I am looking to see what others have found as some best practice prompts to use to get the best responses from Copilot. I am looking to build out a catalog of at least 10 prompts to start that work best. What are some of your favorite prompts?

I need help resetting my user’s password. They have tried the Reset Password link, but never get the email. Is there some way on the back end to just change the password or send them some verification email? I tried just manually changing the password myself but it still doesn’t let them in. I did get confirmation on my end that the password was changed when I changed it. Thanks!

Hey Gainsight Community, we are having an internal dialogue at my company related to CSM Sentiment and Customer Health. Our CSMs use a manual measure on scorecard to provide their insights and sentiment about the health of a customer, using the D-E-A-R framework. While this framework works very well for typical SaaS customer relationships, it is a bit harder to apply to our non-SaaS relationships where we provide ‘Data as a Service’. In such circumstances the D-E-A-R framework misses the mark, and so we are curious to know how others in Customer Success may approach this? Is there a framework that works for you to help your CSMs synthesize customer health succinctly and comprehensively without writing a magna-carta? Below is the simple guidance we suggest, but am interested in other points of view please.Deployment:• How well is the customer’s onboarding going?• What issues have been identified?Engagement: • How engaged with the customer are we?• How strong are your relationship with t

Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.  Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either. 

The Topic banner currently seems to be shared across all Community pages. Is it possible to add a similar banner to only one page, e.g., Product Ideas?