Discuss Gainsight Products

Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occ

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. 

Hello - Curious if anyone has had success with a similar use case:We hosted a partner event and would love to share pictures from the event on our community. Sharing 25+ pictures on one post would require a lot of scrolling and wouldn’t allow for engagement/comments on a single photo. Posting 25 separate posts also doesn’t feel ideal. Has anyone attempted to do similar and found a good solution? Thanks!​@hilaryschuldt 

Hi Everyone! I am curious if anyone has completed an integration with Qualtrics to pull in survey data, detractor cases, and other data? If so, I would also be interested to know if you made a direct connection or used third party middleware. Our use case is one where a different team manages Qualtrics, and we simple want to start by bringing the data into Gainsight so we can add automated health score metrics. Once that is done we will look at further use cases. Any information would be very appreciated!

What is the roadmap for Gainsight CC for mobile? Interested in things like text notifications for example. 

We’re excited to invite all of our Gainsight PX customers to join us for our recurring Gainsight PX Office Hours sessions! These sessions are a great opportunity to:💡 Get your product questions answered live by our PX experts🤝 Connect with other PX users and share best practices🚀 Learn tips and tricks to get even more value out of Gainsight PX 📅 When: Every

We are working on a program that would nudge new users to complete our certification courses in CE. I’ve created a query that will check their status and show them a PX engagement. Our goal is that we would like to send them a second nudge via email N days later if they have still not completed their certification. I added a delay step followed by an evaluate step that includes Course Name and Course Completion. My question is: Will this evaluate step look at the live data after the 30 days (so picking up if they completed the course in that time) or will it evaluate using the same criteria the user was qualified with in the first step? I don’t know if I need to do a second JO for the email so it evaluates every after N days.   

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we

Hi All - Is anyone pulling community results into Zendesk? If so, how? Are you using the embeddable widget? Have you set up a federated search? Just curious what our options are!

I often have conversations with customers who worry they’re not seeing enough “engagement” in their academy and assume it’s because their content isn’t good, but usually, that’s not the case! Part of getting that engagement is about placement and visibility. One impactful way to increase engagement is by empowering your customer-facing teams to talk about your academy offerings.When your internal teams, Onboarding, Support, and Customer Success, know what’s available in your academy and how it helps customers, they can naturally promote it during their day-to-day conversations. This cross-functional knowledge drives awareness, adoption, and makes your end users feel more supported throughout their journey.How do you enable your internal teams to talk about your

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

Before we roll out our learning paths and courses, we have members of our Customer Support (CS) group act as internal testers. They go through the learning paths and provide feedback on how to improve the courses and quizzes. Based on their feedback, we then make necessary changes to the courses and questions.To ensure that those who completed the course retain their achievements, we must "Publish to New Learners."We would like to provide another method for internal testers to access the courses while also being able to see updates as they are made. Does anyone have a process that they use?

Hi community, I’m looking for a way to create a temporary pop-up modal yet my html widget and css code only shows me a glimpse of the pop up I’ve tried to create only when I click to layout option in the control bar (?) Anyone who can help with the logic please? Thank you so much!

I am in the process of using Segment visibility on widgets, in testing I have been experiencing delays in the updating of the actual widget.   For example, I assign the role, which updates the segment - test the page, behaves as expected.  I remove the role, it removes from the segment and I have significant delays, if it updates at all, in the widget behaving as expected ( i.e. it should no longer be visible to the user, but it is).   Is anyone else experiencing these latency issues?  I have done all of the following:User:Logged in and out Refreshed the screen Cleared the cacheAdminRefreshed the user screen Refreshed the segment screenAnyone have any other tip/tricks, suggestions of what I may be doing wrong?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

User Case: Webinars are furnished by the org. I would like to be able send a link that connects them directly to the webinar (course enrollment… unfortunately no). To protect against others orgs accessing IP, we require a user to be a part of a group to enter. When a GROUP ENROLLMENT link is sent, and there is only ONE course, the user will fall directly to the course/webinar. When there is more than one course, they fall to the home page. I also want to provide access to all product related webinars (meaning I cannot select “in catalog/for sale”Looking for a solution that (with one link?): Enrolls a user in a group (one course, sends them directly to the course) Enrolls a user in a second group (enrolls them into the rest of the related webinars).orEnrolls a user in a course and sends to course also enrolls in a groupI was thinking of trying a webhook, but unless I get IT time, I do not have access to a serv

Hi Team, I understand what the viewer permission set is designed for, and we use it for our Sales team. The issue users are facing, is that there has been some confusion with SFDC Admins who have to assign these permission sets and if someone needs the Gainsight Standard permission set they're actually assigning ALL of them. If the highest most permissions (Gainsight Standard) would take precedence it wouldn't be an issue. What they’ve noticed, is that if multiple permission sets are applied they get some of the Gainsight Standard access (can view the C360, etc) but certain features are limited (like closing out CTAs). They’re able to fix by removing the viewer permission sets leaving just Gainsight Standard.  It happens most often for a users if a user moves from a role that previously only had Viewer access, but now needs Standard access. The new permission set is getting added, but unless they explicitly ask, the viewer permission set is not being removed. 

Hey folks, TL;DR is that we are using the user groups function to do a cohort learning program. One of the ideas for “graduating” from the cohort is active community participation, specifically in their private group. We want to specifically track that people are posting a question, conversation, or reply in that group 2x a week.AFAIK, Groups data only shows Content (# posts created, # likes received, etc.). We could build a user segment of all members within cohort group, but that also only gives us surface level # of posts, replies, likes — we would have to manually look at each user profile to check their specific posting activity.Is there any way to look at Group activity for members within Analytics that I am missing? Maybe with the new Dashboards Beta?

I am trying to re-establish our timeline to SF activity sync. This is currently set up to sync to Salesforce Events but the sync is throwing errors because the timeline entries have no duration. We do not (and will not) require that CSMs add a duration or end time for all timeline entries. Gainsight Support says there is no way to automate a work-around to this. Does anyone have a creative solution? Are you logging to Salesforce Tasks instead, even if timeline entries are not actually “tasks”? 

I would like to perform an analysis on communications sent from Northpass. to Identiy open rate, click through rate etc. Is there a way to do this?

Hi Community! I have two questions regarding adding/inviting employee’s to the Community.How are you setting up their roles to indicate they employees but they only have regular register user rights? If they are setup, how do you make sure they are excluded from the Analytics reporting? I currently have a custom role and rank for our employees so that I can assign a logo and build a employee MVP board but it’s excluded from taking up a moderator/admin role. Do you have any workarounds for doing this more efficiently? I am responsible for sharing data metrics weekly at this point as our Community is new and trying to make this process easier.Any thoughts and advise is much appreciated!

Gainsight PX is a product analytics and user engagement platform. Product mapping in Gainsight PX refers to the process of associating specific product features or elements with user behavior and analytics data. It helps in understanding how users interact with different parts of a product, enabling product teams to identify usage patterns, track user engagement, and make data-driven decisions to improve the product's performance and user experience. By mapping product features, Gainsight PX allows businesses to gain valuable insights into user behavior and optimize their product based on those insights.Here are some best practices to consider:Define your goals: Clearly articulate the objectives you want to achieve by mapping your product in Gainsight PX. This will help you focus on the specific user actions and metrics that align with your goals. Identify key events: Identify the crucial user actions or events within you

This is a question for Gainsight that might get converted to a request/idea. @anirbandutta can you help direct this? Context: If you've turned on Associated Records for timeline entries, your global timeline, and personal timeline in GS Home, will only show your original entries. You won't know if you've associated it elsewhere without clicking into it. My questions are:  Was this intentional? Are there any plans to incorporate associated records to the OOB Timeline displays, or a way for admins to show them? Or is it just a feature request? 

There is a great baseline analysis in Staircase AI titled ‘Accounts dark’.  It would be helpful to export or allow this data set in data designer to develop an audience for JO programs.  Use Case:  Identify the accounts that we have not reached out to, or have been unresponsive as a target audience for a webinar and to drive specific messaging (around capabilities, value, adoption, etc.).

Hey,Whenever I am moving content to a new category I always get this pop-up that warns me that subscribed users will be notified about the content being moved to the new category, but I am not sure it is working. My users who is subscribed to everything does not get notified, I've also tried with a non-admin user and that one doesn't get notified either…I would like subscribers to be notified especially when I am moving a misplaced post… otherwise the chances for the post to be receiving attention are reduced...