Discuss Gainsight Products

We use SSO in a way so that our users sign up for our community using their existing product logins. We’d like to automatically assign a custom role to certain users as they sign up for community, based on specific criteria they meet on our product side. Long story short, we’d like to create exclusive community spaces/content for specific subsets of our users. Does anyone have experience in this?

We’re created a custom page that is exclusive to a custom user role. And we’re using SSO to automatically provision the custom role to specific users as they join our community 👍Is there any way to generate a link or URL that will:Prompt someone to create a community account Then navigate them to the custom page, which they’ll then have access to (because their credentials match our criteria to have the custom role assigned).The only way I’ve been able to get close is to customize our 403 error page, but it’s still not the best UX. Does anyone have any other ideas?

Has anyone utilized the native SFDC x Community integration to pull in product updates from SFDC? We’re planning to utilize the native Product Updates module, and our product management team wants to ensure that they’re not having to make manual updates on multiple surfaces.If we have roadmap items stored in SFDC, is it possible to automatically create posts for each item with the content populated?

Sorry if I’ve missed an obvious answer to this, but is there any reason why end users can’t change their usernames? Seems the only way to do so is for a community manager to do it for them in the control environment. Is that correct?

Hi all,I am pushing to a Slack channel when a Timeline Activity of a certain type is created. I would like to include a URL for the user to click through back into Gainsight and the Timeline Activity. I can’t see any information on how to generate this URL. (For example, as a Salesforce Admin, it’s easy to create a Salesforce link by adding the record ID to the end of a standard Salesforce address)Does anyone have a suggestion on how I can do this? I am currently querying Timeline through the Rules Engine, and pushing to an External Action to get it into Slack.Thanks!

Curious if there was an easier way to deactivate an Objective Playbook that is used in a Success Plan Template. For example, after the Success Plan Template was made inactive - the Objective Playbook still was unable to be deactivated until the Objective was deleted from the Success Plan Template. It would be easier if the Objective Playbook could check that the Success Plan Template was inactive - and allow the admin to deactivate the Objective Playbook if the Success Plan Template was deactivated. 

We have ideas restricted to our employees and partners currently (set by custom role). It seems like a bug that the Ideas link appears in the top navigation for everyone - even when you aren’t signed in. Our Knowledgebase is also restricted and you don’t see it when you aren’t signed in. Is this a bug? Shouldn’t ideas only appear in the header nav if you have access to it? 

Morning fellow Gainsight PX'ers!  Thank you for joining me last week on the topic "User Centered Approach to Product Mapping.”If you missed my spotlight talk with @MBragle, here is the recording!I had a blast discussing and answering questions about how we are using the UX team's skills at Acquia to make sure our product maps are accurate across our product suite. To recap our process for those who were interested:   Select your people Choose a team with a cross functional skill-set: Content strategy, Accessibility, Visual design, Technical expertise, and Leadership. This team should also have a diversified understanding and familiarity of the UI’s of each product as well as the user personas who use them. Working with multiple products and understanding how they work together was key in the mapping process as we would like to eventually see how our users work across the product suite. Keep the group small. Too many hands on the product mapper without proper communication could resul

 ….We’re baaaack!! We held another Gainsight CE Office Hours on Webhooks! If you weren’t able to join, here are some important notes and the recording below:  There’s no need for a technical background to understand this session. We hope to give you some guidance on how impactful using webhooks can be to further share your learners data or automate workflows.Here are 2 amazing video resources to learn about this topic in more detail though: Webhooks for Beginners - Full Course (2 hours) & How Webhook Works (8 minutes)So what came to our attendees minds when they hear the term “webhooks?” Defined by Red Hat in their documentation, a webhook is a way for a web page or web application to provide other applications with information in real time. What can “catch” that Webhook?Usually a tool like Zapier or Workato. Gainsight CE has workflow functionality for premium and enterprise customers…. Premium example: Webhook from CE sent to trigger another CE action (completion to enroll into an

Hi, I have seen several threads about editing the phrases in the footer/ hiding them, but I’m hoping someone can advise on how to ADD a third link. In addition to “Terms and Conditions” and “Cookie Settings”, I’d like a third URL to point to an external page where our Privacy Policy lives within our corporate website.  

 📢 The PX October Release is now Live in US and EU Orgs!  Our October release delivers enhanced usability, improved efficiency, and deeper insights with key improvements to essential features. Release Highlights:Unlock Every Journey with Optimized Funnels: Track all user journeys with our improved Funnel Analytics. New median time metrics and an optimized interface provide deeper insights, helping you drive smarter decisions and optimize your funnels. Enhanced CSV Export Experience: Exporting large datasets just got easier. For larger export files, we’ll send you an email with a download link once the export is ready. No more waiting or spinning wheels! Enhanced User Management with CSV Export: Easily export user lists and role groups in CSV format for better tracking and insights into user permissions across your organization. ++------------------------------------------------------------------------++RELEASE NOTES++--------------------------------------------------------------------

 "I know kung fu." When Neo uttered these words in The Matrix after instantly downloading combat skills to his brain, it seemed like pure science fiction. Today, watching AI systems master complex customer interactions, predict behavior patterns, and enhance human capabilities in real-time, that scene feels strangely prophetic. Only instead of downloading kung fu, we're watching AI transform Customer Success at a pace that would make even Agent Smith raise an eyebrow. From Fear to Excitement The transformation in how Customer Success teams view AI mirrors the broader story of technological adoption. Initially, there was that familiar knot in the stomach – the same one people felt when computers first entered offices or when email began replacing phone calls. But something remarkable is happening now.A Support Team Lead recently shared how her team went from dreading AI implementation to championing it in just three months. The turning point? When they realized AI wasn't just handling m

What is the importance and use of “Avatar_SalesforceConnection::Sfdc User Id” in the Connector 2.0 SFDC User to Gainsight User object.  This mapping is recommended in the Gainsight Documentation:https://support.gainsight.com/Gainsight_NXT/Connectors/Connectors/CRM_Integrations/Salesforce_Connector I am just struggling to understand why we do not just map to the SFDC User Id.

 A healthy Customer Community has many positive impacts, a lot of which directly impact your Customer Success motions. Because the goals of these two products align so well, there are many opportunities when using these tools together.The Community Data Integration enables Admins to connect their Customer Community tenants to Gainsight CS to gain even further insights into the health of their customers.Explore how to use these two products together in Integrating Customer Community Data with Gainsight CS on Gainsight University.Check it out today! 

22 Microlearning Courses on Customer Education (CE)!If you’d like to learn more about CE, check out Gainsight University. We’ve got 22 innovative microlearning courses ensuring you can leverage its full potential to elevate your learning and teaching experiences.Why Microlearning?Microlearning breaks down information into bite-sized, manageable pieces, making learning accessible, efficient, and impactful. These courses are perfect for busy schedules, allowing you to learn at your own pace, anytime, anywhere.What's in Store?Academy Setup and Customization: Discover the basics and navigate the platform with ease. Course Building: Learn how to create compelling courses that captivate your audience. Learner Management and Engagement: Master the art of engaging with learners and providing feedback. Certification and Analytics: Dive deep into analytics to track and enhance learning outcomes.These courses represent a significant step forward in our commitment to fostering a culture of continu

How can I see CTAs/link clicks on links embedded in knowledge bot articles? Views aren’t very helpful, because any time a user scrolls past an article, I think it counts as a view. I want to know if they click the CTA in the article.  

We are eight months into our Gainsight implementation, and we have CSMs that previously documented their account work in OneNote.  They understand the value of timeline entries and the AI Cheat Sheet.  However, we are getting asked about the ease of searching in OneNote and how it doesn’t seem that easy in Gainsight.Has anyone gone through this and can offer assistance?

Are user groups down? Customers can no longer access the link to join private user groups and I can no longer generate the URL to invite a user.

Anyone know of a way to pull in the unique visitor number from the Analytics > Audience using API? Or really any of the audience data?

In case you missed it we conducted a webinar on Verified Outcomes Framework where we covered how VO and ROI strategies can significantly enhance your business performance. Below is a recap of the key sessions from this insightful event:Why Verified Outcomes - Importance of Verified Outcomes in driving tangible results. We highlighted how aligning your business objectives with clear, measurable outcomes can lead to sustained success, helping you better track progress and achieve long-term goals. 🎗 Gainsight Best Practices - Sharing Gainsight best practices for effectively utilizing VO Framework, providing actionable insights on optimizing customer success efforts to maximize ROI. 🎗 VO at scale - How you can implement the Verified Outcomes Framework at scale, ensuring consistent results across your entire customer base while maintaining operational efficiency. 🎗For a more insights on these key takeaways and to learn how you can apply them to your business, we encourage you to watch th

In our ongoing webinar series, "A Day in the Life," we featured a special guest speaker, Molly Kipnis, Community Manager from Gong.io our valued Gainsight customer. Molly presented "A Day in the Life of a Community Manager," sharing valuable insights on how Gong’s Visionary Community drives customer engagement and success.Overview of the Visioneer Community Gong’s Visioneer Community connects revenue professionals and customers to exchange best practices. It boasts over 150,000 unique visitors with a 93% return rate. Notably, users can submit product feature requests, providing valuable feedback directly to Gong's product team.Key Community Programs Programs include one-on-one networking, monthly meetups, and event recaps to keep content accessible. The community spans diverse roles, with a strong focus on down-market users but impactful across all levels.Driving Engagement: Key Strategies Molly highlighted daily practices such as Slack integrations for real-time alerts, a tagging stra

Join us for an in-depth webinar where we explore the transformative power of Gainsight’s Scorecards feature.Date & Time : Thursday 19th September at 02:30 PM BSTRegister Here Webinar AgendaIntroduction to Gainsight Scorecards Strategic Benefits of Scorecards Technical Deep Dive Introduction to Scorecard Optimizer with Horizon AI Q&A SessionPresenters: @Rishibha @lloonker Moderators: @ChiragJ , @BVirodhula , @Sowmya Vemprala & @SharonSalve 

I’ve had success setting up our Salesforce integration, however, while it has recognized the number of accounts/customers we have in the engagement tab, where it is lacking is the recognition of which community members belong to which account if they’re using a different email (say a personal one) than what we have on file?N.B: We were short on engineering resources during our build so we opted to skip setting up the SSO, much to my chagrin. But here we are…please don’t @ me haha  So what am I looking for? Are there any suggestions, hacks, tips, ideas on how I could use the integration or a different integration (zapier maybe) to add community members to accounts in our salesforce instance?

Hi, I followed the instructions in this document to set up OpenID Connect SSO for the Gainsight Network Community. I can log in to the Community website and upload my profile image, but when I sign out and sign back in, the profile image doesn’t appear to be updated.   

Next month, Gainsight is bringing its Pulse Conference back to Europe for another two powerful days. You’ll make lasting connections, learn from leading innovators, and dive deep into the future of digital and AI in customer success. At the “Empowering Customers to Succeed on Their Own” track, you’ll discover strategies to help your customers succeed independently through self-service tools and educational content. Here are two sessions you don’t want to miss:Signs You Need to Scale: Building Self-Service for the Bottom Line: Adam Avramescu, VP of Customer Education & Engagement at Personio, will share how to scale customer adoption and self-service programs as your customer base grows, using examples from companies like Slack and Personio. Learn how to position these solutions with leadership and implement scalable educational programs to drive outcomes and improve efficiency. Small But Mighty: How to Scale a Customer Education Program with Limited Resources: Learn how Albina Bard