Discuss Gainsight Products

Hello,Is there a way to change the Heading and the text which is displayed when sharing the link to the community site? The standard is like:Join the conversation | CommunityOn the Forum you can ask questions or take part in discussions.Could this be customized?Thx in advanceAndy

We want to show 2 engagements immediately after each other. So when the user finishes or closes one, the next one should directly pop up. We have added Engagement 1 is viewed more than 0 times to the audience of the second engagement, but that only shows up after the user has clicked somewhere, meaning they could move to a different screen, which we don't want. How can we solve this?

Hey there, fellow mapper of product features!  Let's dive into the wonderful world of product mapper naming conventions without overthinking it. @link_black and I have your back! Here are some tips to keep things easy and straightforward: To Start: Name Modules and Features based on how they are talked about and referred to with customers  in the product and documentation so even non-technical people understand what they are and what they mean. (e.g. Analytics section becomes “Analytics” module, Scheduling sections becomes “Scheduling” module, Running a report becomes “Run Report”, Adding a new contact becomes “Add Contact” etc.)Then: Use Feature name suffixes to further indicate what the user really did in the application. Examples: “Dashboard View” or “Dashboard PV” == loading the Dashboard page “Run Report Button Click” or “Run Report BC” == clicking the Run Report Button “Submit Job Custom Event” or “Submit Job Event” == custom event linked to a Feature “Filter Dropdown Selected

Looking for suggestions on the best way to log like a milestone or email (or anything else) on a company timeline for companies that raised a termination/downgrade request. The requests are coming from Salesforce cases and we want to have an activity log on company timelines automatically when this happens, without notifying the external customer and possibly without creating a CTA.

Hi everyone, our team is looking to make community data available outside of GainSight Digital Hub by syncing it to either Salesforce or GainSight. This is the primary use case, but we are also interested in exploring the other benefits that come with integrating the community with these systems. Does anyone else have experience with either of these integrations?What was the implementation process like? What are the pros and cons you’ve experience post implementation? Specific to your ability to report on community data outside of the GainSight Digital Hub platform would help greatly. Thank you!

Simply offering an incredible product jam-packed with fresh features is only half the formula for a successful business. The other half of that formula is messaging.  Product messaging is pivotal in customers' perception of whether a product is meh or phenomenal. This is why you must fill your Knowledge Center Bot (KC Bot) with messaging components that truly resonate and benefit your target audience.  We recommend you provide your users with an exceptional onboarding experience that delivers the right message — at the right time. And PX’s KC Bot is a great resource to leverage.    The KC Bot is an onboarding assistant that guides users in learning your product. When you activate your Bot, it has the power to enable your customers to take control of their onboarding learning experience by providing them direct access to the following:Educational in-app engagements. Knowledge-based articles. Powerful SaaS integrations that allow you to collect in-product feedback and dispense educationa

We have many C360 people who are are also people that should be shown in the R360.  It seems the only way to get a person from one to the other is to manually add them.  It would be nice if there was a way to go to the C360 and “associate” the user with more than one product that is in the R360.  We use Gainsight Assist for Gmail and it’s nice to send an email and have that app ask which account you want the timeline attached to-but it only triggers that notification if you have the people in the email associated with the R360 products.  Therefore, I would like to associate my people from C360 to R360 to have that Gainsight Assist functionality work consistenly.

I’m looking to get GS to log my meetings automatically from gcal to gainsight.  Is there a way to do that? I was told I could use the log to timeline email address as an invitee and it would get logged, but that is not working for me.  I can log emails with it in cc or bcc, but I cant get a “meeting” to log from gcal that way.

I am testing hour the Snooze button for our “What’s new” announcement slider engagements.These engagements are set to show only once to every user on a specific URL. For testing, I am showing only to users in my test account.I launched my test engagement, then went to the URL where the slider should show. The engagement slider appeared automatically. I clicked “Show me later” (snooze button), and the engagement went away.However, when I navigate to other areas of the application and come back to the URL that should launch the announcement, the slider does not open automatically.How long is the Snooze for? I realize that it would be annoying to users to see the announcement again too soon. However, I don’t see a place where the time is set on Snooze. I’m happy for it not to show up immediately, but would like to understand the timing interval.

Hi! I’ve read in this API documentation that it is possible to fetch a list of users through a certain field. Is User Segment one of these fields? My use case is that we want to use our emailing tool (Marketo) to send email campaigns, but would need Digital Hub’s ability to configure the necessary segments. Would be open to another way of going about this if there’s a better alternative!

Does anyone know any source that compares SaaS community metric benchmarks? TIA

Hey fellow Community Managers,  I was wondering if anyone knows the benchmark for the self score dashboard? What is a good score?  Thank you :) 

Hi, folks! I would like to create a rule or perhaps a program that will alert CSMs when a SFDC id no longer exists due to a merge or a deletion in SFDC. As an example, I have a rule that pushes data from GS to SFDC and it only runs partially successfully because the SFDC  Account IDs are not found.Any insights? 

Hi, I have found some helpful resources on how to set up Salesforce integration with Digital Hub. However, our Business Operation team is looking for detailed documentation for this integration. Specifically, about what information is being pulled from Salesforce (objects, fields, etc.).Has anyone found the documentation for this either on Gainsight or Salesforce? I have not been able to find this. 

Hey! I am puzzled because one of my moderators is not getting an email notification when community members tag him using the @. I can’t find where I would tweak the settings to make sure he is emailed when tagged. Maybe this isn’t a feature? Any insights would be great! Thanks :) 

We had an amazing Customer Spotlight session with Autodesk and how they aced their Data-Driven Journey: Bridging the Gap Between Users and Innovation 🌟 Autodesk embarked on a transformative journey, integrating data into its processes, culture, and products. Here's a glimpse of the talk with Iain Scovell Product Analytics: Autodesk's Product Analytics team plays a vital role, delivering insights to the product teams and developing data-driven solutions for users.  Challenges: Understanding the diverse user base, especially those on older desktop products, posed unique challenges with legacy technology. 💬 Say-Do Gap: The "say-do gap" emerged as a key concept, highlighting the significance of aligning user behavior with their feedback. Evolving Expectations: Users' expectations are shaped by their experiences with consumer software, pushing Autodesk to adapt and innovate. 🤝 Bridging the Gap: Autodesk's focus lies in bridging the user expectations and actual experiences to enhance sati

Im trying to populate a calculated field to show a specific link in which a recipient clicked within an email and then trigger a CTA off that.  I created the calculated field in the Conditional Wait step but Im not sure where I need to map it to the recipient.  

Hello,I added a new value (Intelligence) to the dropdown and made it active but it has yet to show up as an option when I try to add an objective to a Success Plan. Do I have to refresh the data or do anything else to have this value appear?Newly Added Value = Intelligence, when I go to check to see if it’s an option for a new Success Plan it still doesn’t show up. 

This week's webinar session covers: An overview of customer onboarding. How to build a customer onboarding strategy.  A demo session on configuring your KC Bot and measuring the impact of your onboarding process.  Use the following links to view the webinar recording and deck + take-home activity on slide #25. Here are a few supporting resources you can reference for additional customer onboarding tips: Cultivating Success: Best Practices For A New User Onboarding (PLG) PX Tips: Graduation Day For Your Onboarded Users How To Optimize User Onboarding With PX's KC Bot Why Self Serve KC Bots Are Important To Scale Digitally Cultivating Success: Ideas To Measure Engagement's Impact?

Hi Is it possible to have visibility of what members have been invited to a hidden or private group. I need to check back on who we’ve invited so far so I’m not duplicating but wouldn’t know if/where to find a log.Thanks

Hi!Is it possible to hide sidebar content (e.g. leaderboard and badges) from non-logged in users (guest)? I couldn’t find any “Permissions” option for these. I’d want that the sidebar content is visible only for logged-in users.  

Is there a way to track which pages of our app our users are on when they open the knowledge bot? Can we set up Gainsight tracking on the bot itself?

Hello,External Actions created can be used in Rules Engine as Actions. However, when an External API fails the rule shows ‘Success’ Status. Are there any plans to fail the rule when the API fails as well?

Hello PX Family,We often get queries from customers who want to run an NPS Survey followed by a Multi-Question Survey. Currently, Gainsight PX neither provides the flexibility of adding additional queries to the NPS Survey nor adding an NPS Survey at the beginning of a Multi-Question Survey.The customers' feel that shooting these surveys back to back will fetch them more responses and give the end users a better user experience.But we can run an NPS Survey followed by a Multi Question Survey in sequence.😊Yes you read it right and let us have a look at the steps involved:Step 1: Create an NPS Survey ⭐ with the Audience Logic Step 2: Create a Multi Question Survey Engagement. Under the Audience Logic, include an In App Engagement Rule that requires the NPS Survey Engagement to be “Last Exactly 0 days ago” and launch it.✔And Voila 🎉🎊, the surveys are launched in sequence. Here is a quick video demonstrating the same.  

Today, I was faced with a predicament. Our community is open to only our staff and customers. One customer parted ways with us yesterday - as we are a software company, the separation is a simple switch off of our service. This customer has been unhappy, mainly because of a price increase. Over the last 5/6 months he’s taken time to express his feelings in our community several times and it’s been tough having only launched 8 months ago to have to manage this but, as we know as community managers, we have to take the rough with the smooth. Today I couldn’t decide whether to ban him from the community, of which I have full vindication as it’s a customer community anyway, or whether to let him stay, and invite him to still contribute only relevant, helpful comments/insights - which I know he is capable of as I’ve seen glimpses of this from him.Sooooo, after much deliberation…..I’ve chickened out and am banning him based on a further report from his CSM that his offboarding isn’t going sm