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7729 Topics
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Customer Success (CS)
📢 Gainsight acquires Customer Education Company Northpass 🚀🚀🚀

 Customer Education has a significantly positive impact on Adoption, Self Service and ultimately Customer Satisfaction. That is why I am super pumped that Northpass will become part of the Gainsight portfolio.Press Release: Pairing Customer Success With Customer EducationOur Customer Success strategy has always been about empowering our customers to create incredible experiences for their clients. With PX, Digital Hub, and now Customer Education in our tool belt, we are taking Digital CS to new heights.We welcome our Northpass family, Customers and friends to Register on the GameChanger community and rock this Party together! 🎊 

1430
Alistair FIeld
1 year ago
Gabolino
GabolinoHelper ⭐️
asked in Customer Communities (CC)
Unique log ins

Hi chaps, I’d love to know how many (unique) members log in to the community on a weekly / monthly basis, but I cannot find this information anywhere. Does anybody know how to get this data?Cheers

550
Wilder-Clari
1 year ago
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mattjay98Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Can you create a rule that changes a value in a field in the company object off the back of receiving a journey orchestrator email?

Hey everyone, we have a JO program set up that pulls new customers into an email journey asking them to book a call in with their account manager. Once they are in the journey, we update the welcome call status in the C360 to ‘commenced’ however, this is currently done by the CSM manually.Is there a way we can automate this? whereby a rule can run that updates the welcome call status to commenced whenever it identifies a customer has pulled into the journey? Thank you!   

440
M
1 year ago
aroberts
arobertsGainsight Employee ⭐️
posted in Product Experience (PX)
PX Tips: Graduation Day for your Onboarded Users 🎓

Queue the Pomp and Circumstance 👨‍🎓 - Your brand new users have gone through your multichannel onboarding program and they are ready for graduation. What’s next? Send. That. Survey 👂 It’s important to partner your qualitative data with your quantitative data to determine how your program has been working. Use that valuable feedback to make tweaks to the program for users coming down the line.  Move them to the next phase in the journey 🚀 From here your user is ready for the next level of engagements. An easy way to let PX know that this users is no longer eligible for the onboarding program is through a new User attribute. As a reminder, user attributes can be used to include or exclude users from engagements and a KC Bot. Out with the old and in with the new.  How do I add a User attribute?  This could be done by your dev team using our REST API, Data Loader, or S3 user import ... OR…  🤯 Life Hack: Build a simple Guide targeted to users that have COMPLETED all of those onboarding

500
aroberts
1 year ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
Why does the opt out page Preview not look like the actual opt out page?

 I’m playing around with the opt out page configuration for the first time. I went to test it as a test participant in a program, and I found out it looks nothing like the Preview screen I see as an admin when configuring the opt-out page.The font type, font size, and submit button all look totally different. Why is this? Preview page I see in Gainsight as an admin configuring the page:Preview page I see as a GS admin when configuring the opt out pagePage I see as a participant who clicked that I want to unsubscribe:  

310
sarahmiracle
1 year ago
mcooksey
mcookseyContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
FedRamp Approval

Curious if any Gainsight DH customers have sought/received FedRamp approval for their online communities? Any intel would be appreciated. Thanks!

640
mcooksey
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
Zapier Tip: Use Text Ends With for Filtering Updated Topic Moderator Tags

If you’re building a Zapier automation using the “Updated Topic Moderator Tags” trigger, you are likely filtering those moderator tags in a subsequent step. A lesson I’ve learned in using Moderator Tags frequently (both for custom reporting and automation purposes) is to be intentional with how you filter the text of those moderator tags. Almost always, new moderator tags are appended to the end of existing moderator tags. I have found that when you want to trigger an action based on moderator tags, it is best to use the filter for for (Text) Ends With) and to avoid using (Text) Contains. If you use contains, then you will sometimes accidentally trigger that automation when you’re adding another moderator tag for a different use case. Here’s a specific example: I use 3 different tags (nude0, nudge1, nudge2) to automate replies on topics when I want to “nudge” the author to provide an update or mark the answer (typically this happens a week after no activity, which is after the system e

410
DannyPancratz
1 year ago
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Customer Success (CS)
Sort Operational vs Non-Operational emails on a report

I have been speaking with a customer who would like to build a report on emails and then be able to sort Operational vs Non-Operational. Is there a way to accomplish this or do we see this capability in the future?

950
ebell
1 year ago
spencer_engel
spencer_engelExpert ⭐️
asked in Customer Success (CS)
Provide more detailed error logs for Journey Orchestrator Participant Load Failures

I ran into an issue last night where I was trying to load a CSV file as the source of a Journey Orchestrator program. Everything was set up correctly, except it turned out (thanks to our support team's expertise) that one of the columns in the CSV had a minor formatting issue that apparently caused the entire participant load to fail. I got this message when it failed: All I can do is refresh. There are no error logs to download like there are when trying to load to data management, for example, or when a rule fails. I'd like to see this improved if possible.

570
F
1 year ago
manda.edmonds
manda.edmondsContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Link to the 360 Page via the SFDC Account Page in Lightning

We currently a formula to direct our users from the Salesforce page to the 360 page.  When we upgraded to Lightning, the formula doesn’t quite work as well as it used to.  We had originally based this information off an old post with the following formula offered:  HYPERLINK("https://surveymonkey--jbcxm.na1.visual.force.com/apex/customersuccess360?cid="; & CASESAFEID(JBCXM__Account__c), "c360", "_blank")My primary use case is for use within Salesforce reports (like upcoming renewals) or emails where I want to give quick access to the 360 page. The function should work on the Account object as well if you need it there, just change the API reference to use the current account ID. Does anyone know the base information we would need for Lightning? Thanks in advance!!

750
jason_metzler
1 year ago
john.cowles
john.cowlesHelper ⭐️
asked in Customer Success (CS)
Can you please update the Gainsight Object Glossary to ensure it is current?

We rely on this documentation to understand what system fields mean in the MDA tables.  We have noticed that the “Call To Action” system table is not current in the documentation listed here:https://support.gainsight.com/Gainsight_NXT/Administration_and_Permissions/General_Administration/Gainsight_Object_Glossary#Call_To_ActionFor example, if you look at the MDA table in data management or in report builder, there is a system field in this table called “Next Action Due Date”.  However, this field is not in the object glossary.  

770
neelam_mukherjee
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How to change the color of the Create an Idea button only?

I think this possible based on @leo-inspired’s first comment here…I’d like to change the background color for the Create an Idea button that comes via the ‘Create an Idea’ widget available when you customize the Ideation module landing page. The button uses default button styles (makes sense), but the color palette of that landing page would make it ideal for us to customize the color of just this button. Is this possible? If so, how? (i tried poking around with CSS, but couldn’t figure it out)

460
olimarrio
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
[URGENT] Need help with qualification criteria

We have created a native onboarding checklist page with CTAs that a user clicks on to land on the URL of a particular feature and a Gainsight tour is triggered that walks the user through setting up that feature/gives an explanation of it. The problem I’m facing right now is in creating qualification rules. I want the qualification scope to function exactly like a badge, but without a badge being the trigger. So when a  user clicks on the CTA button and lands on a particular URL, I want the tour to trigger Just Once every time that page is loaded, and I want it to trigger Every time that the particular page is loaded. I’ve been trying to find a workaround for this but have been failing to find one. This is my current qualification scope that is not ideal but I thought it would at least work, and it isn’t working for me.The audience logic - URL is xyz.com?source=checklistShow engagement 1000 times At least 1 minute between views Set 1 minute recurring intervals On completion wait for ne

740
Surendra
1 year ago
H
Harika SingadiHelper ⭐️⭐️
asked in Customer Success (CS)
Is there any way to share a dashboard with almost 500 viewer license users?

Is there any way to share a dashboard with almost 500 viewer license users? Thanks,Harika

100
H
1 year ago
O
obleibergContributor ⭐️⭐️
asked in Customer Communities (CC)
Two Client Types in one Community

Hello everyone,We are currently facing a challenge, any advice or suggestions would be highly valuable to us. We serve two types of clients: accountants and their clients, who are SMEs. Presently, we have an online community specifically designed for accountants. However, we have noticed a growing number of SMEs visiting the accountant community and posting their questions there, even though the content available does not cater to their needs.To address this issue, we would like to create a dedicated space or separated forum for our SME clients. Unfortunately, all the data collected will be mixed together, which could make it challenging to manage effectively. I was wondering if any of you, are in a similar situation with two distinct client types in your online communities. If so, I would greatly appreciate hearing about your experiences and how you have successfully managed this challenge. Thank you all.Best,Oliviai

330
O
1 year ago
P
parveensContributor ⭐️
asked in Customer Communities (CC)
REST API to fetch the permissions and roles assigned to Category

Tried to retrieve information regarding the permissions and roles associated with a category using a REST API. However, the API is not providing any details on this matter. Is there an alternative approach or another REST API available that can be used to obtain this information? I am seeking a solution to gather the permissions and roles associated with a category via a REST API.  

720
Manon
1 year ago
S
Simarpreet SinghContributor ⭐️⭐️
asked in Product Experience (PX)
Track usage of mobile browser

We have recently made changes to our website and made it mobile browser friendly. Is there any way for me to track mobile browser usage?

550
S
1 year ago
jnies
jniesGainsight Employee ⭐️
posted in Product Experience (PX)
#2MinHowTo- Are my engagements actually working?

Picture this, your team has worked tirelessly generating a new feature based on user feedback. Hours of design and testing have gone into the development of this feature and finally it is time to launch to production.  Being the awesome PX Admin that you are, you spent time putting together a beautifully crafted in-app engagement to inform users of this brand new feature. Your goal: increase adoption! After testing out the engagement to yourself and to your manager, you’re ready to launch. 3,2,1… GO! Now the questions start flowing through your head.  Is this engagement effective? Are we getting the adoption that we are looking for? Are people going to this feature after completing the engagement?Thankfully, PX gives you all of the reporting capabilities to answer all of these questions. The feature adoption tool is a fantastic way to see if your users are adopting this feature. But what are some other tools you can use to report on the effectiveness of your engagement? My personal fav

1010
jnies
1 year ago
R
rhallExpert ⭐️
asked in Customer Communities (CC)
Is there anything in detail on configuring federated search using the API?

I’ve looked around (but maybe I am looking in the wrong places) to find something which does into detail about federated search. I have used the API docs and have managed to post a small batch of records. This seems to have have worked (I got the 201 HTTP response). However, after 10-20 minutes I am still not able to see the content in my search results. I am presuming that the indexing has not been completed, but for 2 docs it seems a pretty long time. There appears to be nowhere where this information can be found. Every time I search on here for “Federated Search” I end up seeing people talking about it in such a high level that it is not of great use to me when trying to identify why I may not be able to find this content. Can someone point me in the right direction of some docs that go into detail here or possibly give me an idea as to why I am not seeing the data. Also, is there anywhere in the application where I can see how many documents that Insided has indexed and maybe even

1050
R
1 year ago
Bhagi Mundru
Bhagi MundruGainsight Employee ⭐️
posted in Product Experience (PX)
TOTW: Engage Your Audience with URL-specific Content in KC Bot

Greetings!Onboarding new users or educating existing users with the content in the KC Bot can be quite challenging at times especially when there is a vast amount of content to showcase. This overwhelming situation often leads users to miss out on crucial content that could greatly assist them on the current page.How do we solve this?Displaying content specific to each URL in a KC Bot can be a game-changer. And the key to achieving this lies in utilizing recommendations.Let me walk you through a step-by-step guide to setting up recommended content that will keep your audience engaged:Dive into your KC Bot, whether it's an existing one or a new one. Navigate to Content > Recommendations tab > Create. Set the details by selecting the audience for a specific URL. Select and add the captivating content you want to display exclusively on that URL. Turn ON the toggle for the recommended content to be available on the bot Navigate to the Editor and head over to the Onboarding Tab to ena

1300
Bhagi Mundru
1 year ago
mcooksey
mcookseyContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Subcommunity/Subforum possible (NOT as part of groups)?

Hello,A previous platform provider we used allowed for “sub communities” or sub forums to be created in additional languages. Example: User would click a drop down and select that they want the Japanese community. Google research and back end poking around doesn’t really definitively answer this for me. To be clear, I am not looking to create a sub forum within groups or categories, but a separate community altogether in another language that mirrors the English community. Any intel would be appreciated. Thanks! 

540
mcooksey
1 year ago
iainr
iainrContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Customer journey limit on key dates

We’re in the process of implementing the Customer Journey widget into a new C360 design. Is there a reason why the Key Dates needs to be limited to 3 selections in the configuration of this? These dates are very useful to be able to display, and we would like to set up new rules to be able to display additional dates relating to last interactions of different types but the limit of 3 key dates prevents us being able to do this. Could this limit be increased?

680
john_apple
1 year ago
A
apadhuContributor ⭐️⭐️
asked in Customer Success (CS)
Last 3 Activity Timeline for a company

Looking for a help to build a report which shows the last 3 activity timeline for a specific company.

560
A
1 year ago
K
KathrynMCarterContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Embeddable within Guide Index

When clicking on an embeddable article guide index hyperlink, the user is sent back to their site, not to the top of the article or the section within the article. Are there any workarounds for this? 

220
olimarrio
1 year ago
R
rucContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
User accounts (same Email address) authenticating via 2 different SSO options

Hi - A quick question around how the Insided platform would handle below scenario specifically around user accounts:Context: We need to create 2 SSO login options/buttons (SAML2 for our customers and Open ID for our employees) on the login page of our private community and the associated backend SSO integrations. We will NOT pass username in the SSO profile data (only id, email and custom roles)  as we want our users to create a username when they login first time.Scenario: Employee1 (with email employee1@test.com) logs in via Open ID sets a username, etc and interact with community. And then during their second or future visit they login using SAML2. Questions: Given that the email is still the same employee1@test.com what will the user experience be when they login using SAML2 (will they be allowed to login or will it reject due to duplicate email) If the user (Employee1) is allowed to login via SAML2 will the insided platfrom create 2 separate accounts with same username or will the

580
olimarrio
1 year ago

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