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This post is mainly dedicated to Gainsight Home and the Customer Journey Widget, both of which can be personalized and both of which admins have no idea which users have personalized and which have not. I’ve run into this with Gainsight Home a lot, but just recently did so with the Customer Journey Widget. One of my users was wondering why he couldn’t see a new milestone I had configured and made available to everyone via the C360. It turns out he must’ve personalized his widget at some point (he didn’t remember doing so), and therefore my C360 changes did not apply to his layout.

 

How are we as admins supposed to be able to report on such instances? As Gainsight allows more and more end-user personalization, we need to have some kind of way to report on this stuff. As it stands, this is a major blind spot for us.

 

Perhaps you can implement something similar to this idea: 

 

I actually didn’t know the CJ widget could be customized too.  That capability really needs to be disabled - or at least have the ability to be. 

Reporting would be huge here, especially when troubleshooting with an end user. It’d be super helpful to be able to just confirm “you’re not seeing the latest version because you personalized X” and be able to take action, rather than having to grasp at straws as to why something isn’t working – potentially leading to a support case with Gainsight, only to discover that it was something that could have been seen in a report.

I run into this issue with Home at least once per month and did not realize this was also an issue with the journey widget until now. Please help us manage this better! I would prefer to be able to lock down journey to not be customized at all but would settle for a report as Dayn suggested, so at least we can help ourselves when this occurs with end users.

would settle for a report as Dayn suggested, so at least we can help ourselves...

All credit to ​@spencer_engel for the idea – I’m merely seconding him! 🤣😂

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