Discuss Gainsight Products

I have a situation I’d appreciate some guidance on. I have a superuser I contacted recently, but the email notification of the private message generated an auto-response - they’re no longer employed at the company under which they registered the email, and their emails are being forwarded to someone else (I assume their manager or someone in the same role).I consider the account to be owned by the person who has left so I won’t transfer ownership, but of course if the person the messages are being forwarded to can’t change the settings on their account they’ll get an email every time something happens that that user has subscribed to.My first thought - is there any way for me to alter the settings of this user so email notifications are no longer generated? I’d appreciate any other approaches too. My fallback is just to change the email to something generic that doesn’t go anywhere but I’d like not to mess with the data too much.Thanks!

Is there a way to receive an alert/email when an account is Null? If so, how would I go about executing that?Thanks!

…and it is coming in the Apr 9th release! I have seen multiple customers ask me questions along the lines of sharing relevant information to internal users (key stakeholders). These stakeholders may not be CSMs and may not have CTAs assigned to them but they nevertheless need to be notified of critical changes happening with their customers. I just saw an internal webinar on the next release (Release 6.2) and found, to my delight, that this feature is upcoming. I am so excited about this feature and I wanted to spread that joy 😉. Here are a few examples where you may consider using this functionality: • Basic health report to Account Managers/Renewal Specialists with renewals in next X days • List of all the escalated Risk CTAs for ARR greater than X to C-level executives and managers • List of all open CTAs, in a tabular format, that belong to your book of business • Sending a notification to users when a sponsor change happens • Notifying internal users on a survey (e.g

I am trying to build a report that shows all users within a specific User Group and include the # of times they’ve logged in within the last 30 days.I was able to build a report that shows the total # of times a user has logged in, but cannot figure out how to show users who have NOT logged in.  Hence why I want to see the full user group in the same report.

We use our own SSO for logging-in and signing up for the community. We’re also exploring ways to open up our community. Is it possible to exclude some new registrations from requiring moderator approval? Or to trigger moderator approval for certain types of registrations? For our use case, here’s the ideal state: User logs in with SSO & does not have an account → account registration page → auto-approved, no registration moderation User does not use SSO, clicks to create an account → account registration page → registration moderation requiredI could imagine similar use cases for whitelisting / blacklisting user registration for other communities. 

When logging activities in timeline via the mobile app, it would be great to be able to use notes templates.

Curious to know if anyone has been able to accomplish a unique business modeler use-case I have come across. I have been speaking to a prospect who would like to use business modeler to measure health on the product/SKU level and then roll up certain health metrics to the account level. With that, there are some products that have a higher ARR than others, so the ask is to be able to dynamically weight the lower ARR products to contribute less than the higher ARR products to the roll up into the account view. I hope that makes sense! Any insight or experience you can share with me on this topic is much appreciated! 

Hi there!How can I attach a large file in JO?  I am trying to create a template for one of my programs, but it says the file is too large.Thoughts?Thanks!~Melissa

Hi there!Leadership wants to start analyzing the data once a week for a CSAT survey scores.  I started building this off the CSAT Survey Response object, but I’m not getting any data for the fields pulled in, so I know I am doing something wrong… ALSO, we want to start sending automated email responses via JO if a customer gives us a low score…  What object & fields would I report on?Just need a little clarity:)Thanks!

Hi,I wondered if this is common but when I download a report from gainsight that contains a date value its not a recognised date in excel, so I need to perform a convert using the =datevalue formula.Is this a common issue? or is there an easy way around it?

Hi wonderful people.My company is hosting their annual event for the hospitality industry in April 2024. It’s big and it’s fun and I have a unique opportunity to have our community act as a sponsor of this event.I plan to make community a very predominant feature of the event - we’ll fly in some of our super users, have them host panels, set up a community dinner, and organise lots of promotional activities supported by the community. I have budget, and already have sign off for a rebrand of our community in time for April.Have you done something similar or smaller scale and could share your ideas?Do you know of any cool events providers, 3rd parties that you have used that you really liked?Have you been to another event and seen something that caught your eye?I’m looking for some ideas and inspiration of how I can make the most success out of putting the Mews customer community in the spotlight.Can you help? I’d really appreciate any time you can spend putting your thoughts in the thr

Hi There, Is there a way to move data from Gainsight into either a Google Sheet or Excel? I'm imagining something like what G-Connector does in Google Sheets where it automatically updates Google Sheets based off of a report in SFDC

I’d love to get a thread going on gaps that people have found with the Salesforce integration and the workaround solutions that people have created (or not found a workaround for and could use some help). Here are a few that I’ve encountered: Community Members who are not Salesforce Contacts - how are other community teams tracking and reporting on community members who are not existing Contacts in Salesforce? This essentially means that Salesforce won’t have comprehensive wholistic reporting. It’s not a report for community activity, just the community that’s in Salesforce as Contacts already.  Historicals - From the original inSided help article, “If a Contact is subsequently found for a Community Member, then we’ll link the Contact on the next data sync interval → however, historical data (community member activities) will not be sent for this Community Member to Salesforce.” - does anyone actually go to put this historical information into inSided? Again, not including historicals

Hey!I fired a CTA, then my company noticed there was an edit they missed in the template, so I updated template & refired the cta.  Is there a way to remove the original cta that was fired?

When someone with admin or community manager permission uploads a PDF to a post or article, they receive this message: Sorry, we couldn’t upload your file because we don’t support that file type. Supported file types: zip, pdf, xml, txt, csv, doc, docx, xls, xlsx, ppt, pptx, jpg, jpeg, gif, pngBecause we are uploading a PDF and that is a supported file type, we knew this message was being triggered by something else. After some experimenting, we learned that we cannot upload PDFs with special characters in the title. How can we change this error message to say:Your file name contains a special character:  / : ? < > | * “ . Please remove all punctuation marks, symbols, or other special characters in your file name and try again.

Hi everybody 👋 I manage a B2B SaaS community, and I wanted to start a conversation around how you approach managing users that have left their companies, and are no longer active in your community.This has come up for me recently as I’ve been using the new Email Campaigns feature to engage users that haven’t been active in my community more than 90 days ago. Of this email audience, I received roughly 35 bounced back email notifications, which I feel like is significant!As I’ve been thinking about my approach to this, and my initial thought was to remove the users that I know are no longer at their companies, and thus not using my community. Pros to this approach: Boosts some engagement metrics in my community as these permanently inactive users are skewing it a bit. Eliminates bounced emails through the email campaign feature.Cons to this approach:This lowers the member count, which I’ve worked so hard to grow! Erased users appear as “Anonymous” in the Community, which isn’t ideal. Ad

Can a custom field in successplan can be updated via rules engine.Eg: We have a custom field called risk score in a success plan and would like to update it via rules engine upon certain criteria. Thanks,Harika

 making REST API’s call to Gainsight objects and fetching the data., but get error:{  "result":false,  "errorCode":"P_5052",  "errorDesc":"Query execution failed due to some internal error",  "localizedErrorDesc":"Query execution failed due to some internal error",  "requestId":"xxxxxxxxx",  "data":null,  "message":null,  "localizedMessage":null} Anyone know what P_5052 means? it is not  in the list of customer object error https://support.gainsight.com/SFDC_Edition/API_and_Developer_Docs/Custom_Object_API/Gainsight_Custom_Object_API_Documentation#Error_Response_3 This makes no sense.. Please help!

I collected some strong advice from seasoned Gainsight admins about what to put in a great CTA Playbook, and it resonates so strongly with me.Let’s start with an an example of an obvious type of Playbook that’s unfortunately a poor approach. 🙅Email customer Send follow up email if not responded Schedule call Hold call Send follow up email from callYour goal is to help a CSM feel that they are confidently walking a dependable path to help their customer, and doing what leadership expects of them in their job. (Not to mention that they also get to feel that they’re taking the best steps towards maximizing their variable comp based on GRR or NRR.)What do CSMs need in order to feel that gut-level confidence?Focus the Playbook Tasks on outcomes -- the intermediate milestones towards the resolution of the risk. Avoid lists of internally-focused to-dos to execute (like the example above) -- keep the Tasks customer-centric. Process details can go in the Description of a Task, but they’re not

Hi, folks!I’m having trouble with a report that is in one of my dashboards. The field value, when filtered individually by CSMs, doesn’t reflect the data when filtered in the reports. Any insights on how I can fix this?

Quick tip: In order to view the email templates holding Survey button/questions/link in the Playbook Email type tasks make sure to consider the following points:Enabling the Play books check box in the at the Email Template level Creating the Playbook at Company level and not at Global level. The survey email template is visible only to the playbooks created at the Company level, not the Global level.   Hope you find this post helpful.Happy Gainsighting :)

Hi,We are leveraging success plans  for risk mitigation.Are there any best practices to track the historical trend (snaphoting  every week)of a success plan like risk score, status, products at risk, etc.

Hi community.I’d love to know if anyone here is using the Gainsight PX product in their GS digital hub?We’re just getting set up and the embedded widget inside PX is pulling through community content. It’s very cool.However, I can’t seem to find any analytics specific to the community content in this widget i.e. how many users click through to the community, how many users click and read community articles from inside the widget etc. Anyone able to shed some light? @Alistair FIeld  may I suggest a group here in this community of customers who are using other products in the GS suite so we can share best practice…? Just an ideaThanks

The Salesforce integration matches users to contacts / community member objects based on email address. I have a common use case for updating user profiles with new email addresses after they have switched companies. Often they have created a duplicate user profile with their new email and they reach out asking if they can update their old one, so that all their points, badges, status, etc are tied to their new email. Here’s what it looks like with the Salesforce integrationUser A Email A (original email address) Salesforce record A is matched based on email A User B Email B (new email address) Salesforce record B is matched based on email B Here’s my question: When I update the emails to switch which user they belong to, does the Salesforce integration still write to the same record, or does it re-match to the the record with the correct email? Updated User A Email B (new email address) Salesforce record ??? is matched and gets the new activity written to it Updated User B Email

What are the text keys for Community statistic widget:Total topics Total comments Total usersWhen I try to edit them by using Phrases tool, not happens when I press Edit.