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Use Case - My team defines CSM sentiment to 4 score measures - 10, 25, 75, and 90 and we define what these scores mean in regards to the scoring engagement methodology.  Where we are struggling with this measure is a CSM has the ability to slide the score and select other scores outside of our defined 4 and even pick a “50” which means they haven’t defined the relationship as either positive or negative…. i.e. on the fence. I’m looking for a way to limit our system to only our 4 scores to force scoring on our measures only.  Does anyone know if this is possible or is there an idea already submitted to make this change?

Hello!  Looking for another Gainsight CC customer who may be using the platform in a similar way. We have customer segmented pages - customers can only communicate within their own customer segmentation.We are also building micro communities where customers can interact with other customers based on common attributes. For example: Certification or enablement cohorts, user role types, etc. I am interested in connecting with someone who may be doing something similar to learn some of their best practices.Some thoughts:What are best practices for your moderators? We will have multiple moderators across different areas of the business managing different micro sites / gated communities. Without being able to restrict their access to see others areas in the control panel - what’s working well for you? How are you managing scaling the different customer segmented pages? We are using custom css / html and have concerns for scaling Let me know if this sounds like something you are doing!Thank

Hello!  We are working on building out a CS Mgmt and CSM handbook/playbook that outlines our expectations on a daily, weekly, monthly basis as well as includes some best practices and what "good" looks like.  Do any of you have anything like this or any ideas that should be included?

Are you ready to take your community management skills to the next level? Gainsight is thrilled to announce that we’re sponsoring FeverBee’s latest course, Successful Community Management!This course is designed to help you master the fundamentals of growing and managing a community. Gainsight is proud to sponsor the Successful Community Management course to provide FREE access for all of you.Throughout this course you'll:Grasp the fundamentals of community management and understand the various types of communities you can build. Learn how to adapt your strategy based on the type of community you're creating. Discover techniques to leverage psychology to attract new members. Explore methods to maintain high engagement within your community. Learn how to build a powerful sense of community.Over the last 15 years, @RichardMillington has helped some of the world's largest organizations build thriving communities. Now, he’s bringing his expertise to you! Start learning for FREE today!Excit

👀 Check out this incredible new resource published by our Engineering team for Best Practices and Guidelines for Custom CSS within your Community!

Hi there, I would like to trigger some API Actions through Zapier and I got stuck at this step: My concrete use case:In bulk, I want to move a dozen replies from one Product Update into another Topic.(this is not possible manually, only via API.)According to the Documentation here, I needa Reply ID (I guess that is the post ID of the reply, correct?) moderator ID (that would be the userID of a moderator, right?) TopicID (I assume it’s the Topic ID of the destination topic)(In the spoiler: see a screenshot of the Documentation linked)  So let’s say the replyID is 48352 and the moderatorID is 1464 and the TopicID is 9760 .  How I approached it: Now I enter those values in a gSheet as follows: and create a new Zap with the following trigger: For actions, I want the following:But I get stuck at this step: what do I need to do in order to continue? Thanks,Daniele

Just as a question or conversation requires you choose the category…Can product areas be set to be required? 

Hi folks, We’re looking to deploy CSQLs syncing to the Lead object in SFDC.  Lead records in our Salesforce instance require certain fields to be populated to pass validation.  The payload is currently only passing the following fields:Company Description Email First Name Last Name LeadContact LeadStatus SourceIs it possible to add additional fields to be synced?  I’m unable to find a way, either in table view or detail view, to add the fields we require to sync to SFDC.  I’m hoping there is functionality I just can’t see, rather than having to store the leads as GS Leads only then configuring a separate rule to push to SFDC. Appreciate any insight folks have! Thanks, Stuart

There is an option menu and when user clicks on it, it shows two options for example: edit and delete. I’m unable to tag these options using Gainsight. Can anyone please suggest a way to do this?

I have a user who is reporting that upon attempting to respond to other users discussion posts, she consistently receives the following message upon sending/saving her response "Author does not exist”. Anyone have any idea as to why this may be occurring? We don’t have any other reports of this experience for any other registered user of our community. Any insight welcomed! ~Amanda

Hello GS Community!We are finding the need to limit the number of CTAs that are created at a time for our Scale function. In essence, we might have 300 customers fit a criteria base, but we only want to create 50 total CTAs at a time, sorting by highest ARR first. Then, as CTAs close, we want to create more CTAs to fill back up to that max of 50 open at a time. Has anyone found the need for this before? We have found a workaround, using MDA tables, calculated fields, and then merges and transforms. However, that seems really overly engineered for some reason. We are finding the need for this more often as we continue to grow our Scale function for CS and for our TAMs.Curious to see if anyone else has needed this and if you found a streamline way to configure.  

Hi, folks! My team would like to have multiple scorecards associated to a company depending on the products they use. I know it’s possible to create different scorecards and filter by the criteria I want. My question, however, relates to how is it possible to have more than one scorecard shown in the Scorecard section in the C360.Thank you in advance!

The 6.41 NXT Patch Release v6.41.5 is now live!This patch release notes contains information on the latest announcement and enhancement in the Gainsight Assist: Log Emails with Attachments.Thank You, FYI @sshroff @neelam_mukherjee @Snigdha Adiraju @manu_mittal @vaishali_rawat @Adrian Raposo 

The 6.41 NXT Patch Release v6.41.4 is now live!This patch release notes contains information on the latest announcement and enhancement in the Journey Orchestrator: Support for Query Migration and Change Data Types for Event Fields.Thank You, FYI @sshroff @neelam_mukherjee @vmallya @Deepika  @Adrian Raposo @Snigdha Adiraju 

🚀 Steal My Customer Education Strategy 🚀If you’re the trainer or facilitator in the room, do you need to have all the answers?One of the bonuses of working with adult learners is that they have a wealth of experience and knowledge that’s valuable to you and their fellow learners. As often as possible, we strive to design a collaborative learning environment where participants can share their expertise.Here are some specific tips to leverage your customers' expertise:🤝 Invite learners to work together to solve problems. These could be real world scenarios that you provide, or they can share their own business challenges and gather ideas from their peers on how to address them.🎤 Ask learners to present on topics that they know well, in panel discussions or other creative formats.📝 Use quiz question review as a chance for learners to explain their understanding and rationale.💬 Encourage learners to join your online community or Slack groups to continue discussions and knowledge shar

Thank you all for those who attended our webinar  “Maximizing Customer Success with Support Data” this week! The recording from this session along with the slides presented can be found below. Support data plays a critical role in enhancing customer satisfaction, which directly impacts retention and renewals. Help CSMs and support agents by providing insights into relationship management, time to resolution, ticket satisfaction, and more. Utilize out-of-the-box connectors for seamless integration from platforms like Salesforce, Zendesk, ServiceNow, Jira, and Freshdesk to gather insights, take action, and leverage automation. Insights Gather insights by tracking and monitoring support tickets by customer, type, priority, etc.. to identify gaps and opportunities Understand support by topic (i.e., bug, training question, enhancement request, etc..) to gain further insight into the maturity of a customer, segment or product  Action Trigger CTAs to identify risks and upsell opportunities

Is there a way to assign tasks to different owners when creating Objective CTAs in a Success Plan using Horizon Rules? The playbook allows me to select different task owners but, when I create the CTAs, all of the tasks are still owned by the same owner instead of following the assignments in the playbook.

Hi all,I am trying to create timeline entry via API. This is what I have created, but it fails and gives me the error which I have attached here {"requests": [{"record": {"referenceId": "1","TypeName": "Update","ExternalId": "{{ExternalId}}","Subject": "{{Subject}}","Notes": "{{Notes}}","Author": "{{Author}}","companyName":"{{companyName}}","ContextName": "Company","ActivityDate":"{{ActivityDate}}"}}],"lookups": {"AuthorId": { "fields": {"Author": "Email"},"lookupField": "Gsid","objectName": "GsUser","multiMatchOption": "FIRSTMATCH","onNoMatch": "ERROR"},"GsCompanyId": {"fields": {"companyName": "Name"}, "lookupField": "Gsid",  "objectName": "Company",  "multiMatchOption": "FIRSTMATCH",  "onNoMatch": "ERROR"}}} 

The title says it all :) Very curious to learn how you currently use AI and which benefits it brings, both to you, your team and to your users.

Hi there,Is it possible to automatically link custom object records to the matching CTA through a rule or the API? In my use case, I have a custom low volume object which contains upgrade plans for customers. There is one record per relationship, and the record has been pre-populated with data so CSx don’t have to populate information we already have elsewhere. It is also pre-populated with calculated data. I have also created one CTA per relationship, which has the low volume object in question associated to it. I want to be able to map each individual record in my upgrade plan low volume custom object, to the corresponding CTA so my users do not have to do the following: It seems to have to be manual because we can’t update or post anything apparently to the Associated Cockpit Records object and “Linked Object” GSID field. This gets populated once the manual linking has occurred. And it makes no sense.Any ways to do this? ThanksA 

I am a regular user of my iPad Pro, which unfortunately means I cannot configure, review, or update Programs whatsoever. The issue lies that I cannot click the pencil (edit) icon when it is on top of a item in the flow (i.e. Participants, Conditional Wait, etc.). This is an extreme annoyance! What can we do to allow for Program configuration on a Mobile Device? Thanks!

Our topics tend to be wordy and include lengthly samples of code. Users have asked if we could include an arrow to collapse the right sidebar, freeing up the space to make posts easier to read. Has anyone created this type of functionality?  

We have a situation where one of our member’s posts was marked as Trashed (we can see this in Control), however, myself and my client (the ones splitting Community Manager roles right now) do not know who marked this post as trash. How can I find that out? Is there some sort of audit log? 

Hello everybody,I’d like to set up a process to capture Onboarding manager’s feedback on the Onboarding. The team suggested adding internal questions to the Onboarding survey that is sent out after Onboarding. From my understanding of the functionality of internal questions they can be filled in by the Onboarding Manager but could they also be distributed?Would you recommend setting it up this way or do you have a best practice for this use case?Thanks! 

I’m building out a data fields glossary for all of the data fields in GCC reports. One that is tripping me up is the visible data field on the Topics report. It appears to be a Yes/No boolean, but everything appears to be marked as Yes all the time.I thought it might be referencing whether or not a report list item is “visible” anywhere in the system (i.e. frontend OR backend) but that theory proved false when I trashed and purged a topic as a test. The topic_status reads as purged and the topic is no longer accessible in the system in any way, but it still appears in the Topic report and the “visible” value still reads as Yes for it. 🤔Anyone have a clue what this field means or what its practical use might be?Thank you in advance for the help!