Skip to main content

Product Experience (PX)

Learn about surveys, in-app engagements, and compelling in-product knowledge

  • 827 Topics
  • 1,607 Replies
Surendra
Surendra
started this topic

Cultivating Success: Best Practices for a New User Onboarding (PLG)

Product-Led Growth (PLG) is a strategic approach that utilizes the product itself to drive customer acquisition, activation, retention, and...
  • 6
  • 0
aaronhatton
aaronhatton
started this topic

Understanding your users better with Gainsight PX

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences fo...
  • 10
  • 7
827 Topics
K
ktakContributor ⭐️
asked in Product Experience (PX)
Feature usage drop

Can PX help with identifying accounts/companies that have drops in feature usage and flag them as retention risks? Maybe send emails to us when this is detected

371
rschlette
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Why is my guide button not mapping to CTA analytics in the Engagement Report?

I have a guide engagement (Hero Dialog) to promote our latest release. It has two buttons:Exit Button Labeled as “Learn more” Closes the guide and opens external URL in a new tab Snooze ButtonWhen I look at the engagement analytics, the Learn More / Exit Button clicks are not counting as a CTA click. But I (along with Gemini) can’t understand how I would define the CTA in the engagement editor. And Gemini tells me an Exit Button should be able to be a CTA. 

160
DannyPancratz
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Can I get a CSV or some kind of export of all my Product Mapper rules?

Use case 1: Double check my work, especially the URL rule within a UI Element rule. I need to ensure I have wildcards in there, as it pre-populates the current URL when adding the URL and I often miss this step. Use case 2: QA and future proofing. Provide a list of defined selectors that are part of our product mapping. Then, when our QA processes are reviewing new versions of the product, they can catch and alert if a selector no longer exists or other changes that could impact things. 

261
rschlette
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
what does the Product Update check box mean in the Engagements editor's launch screen?

This Product Update check box under the Launch option. Engagements > {Editing an Engagement } > Launch 

131
rschlette
Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
🚀 Modular Bots, Smarter Analytics, and More: What’s New in Gainsight PX [April 2025]

   📢 The PX April Release is now Live in US and EU Orgs! We’re excited to roll out major upgrades to Gainsight PX—making it easier to manage content, track engagement, and uncover deeper insights. Here’s a quick look at what’s new! Knowledge Center Bot, Reimagined (Beta)The new KC Bot delivers a modular, widget-based editor for faster setup, smarter content organization, and better personalization. Create task lists, organize content visually, and target users based on their journey—all from a single, streamlined workspace.Note: This feature is currently in open beta and can be enabled upon request through your CSM for interested accounts.    Create Account Segments Using CSVQuickly upload a CSV file to create account segments for targeted engagements and reporting. No more manual entry; just faster setup and more precise targeting.    Group by Multiple Event Attributes in Query BuilderRun deeper, smarter queries by grouping up to five event-level attributes. Slice your pr

571
Adrian Raposo
link_black
link_blackGainsight Employee ⭐️⭐️
asked in Product Experience (PX)
Tip of the Week: Creating PX Custom Events from within a PX Engagement

When I created this post about updating the PX User Profile attributes with button links from within a PX Dialog Engagement, I also wanted to share a similar method to create PX Custom Events from within a PX Engagement.  Here are some simple use cases:Simply being able to create PX Custom Events without asking a developer to add our JavaScript snippets into your application source code … good for testing, experimentation, and learning too! Allowing the user to “select” some preference and/or follow-up action or request while within a PX Engagement. Tracking any/every link clicked within a PX Engagement specifically as opposed to relying on the general CTA count provided in Engagement Analytics. Enhancing your PX Analytics filtering and PX Engagement Audience Logic targeting with this new level of rich PX User information.We have some good use cases for PX Custom Events described in our online documentation here, but I am sure that we/you can think of many more uses for this, so here i

16767
aaronhatton
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
How to adjust Hero Image padding in Engagements templates?

I’m using a Default Template >  Hero Image Dialog. When I go to add a new hero image, it places padding bars above and below the image. The gray bars above and below the image are what I want to adjust, specifically I want to at least remove the gray bar below the image. It is something specific to the cell the image lives within. However, Code view of the cell reflects nothing related to this HTML lists only the height and width of the image, not the cell. CSS doesn’t have anything obvious related to this There seem to be no WYSIWG settings The coloring of the padding bars seems to be nowhere to be found It doesn’t matter the size of the image I upload, it adds this padding above and below.  

133
DannyPancratz
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Where do Labels show up in the Webhook Payload for NPS Surveys?

It’s not clear from the documentation. My guess/hope is userInput? Update: Vote for this idea 

233
link_black
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
How to get metrics on Snooze clicks for NPS survey in PX?

For surveys, there’s an out-of-the-box Snooze feature that I’ve toggled on for our NPS survey. Snooze option in Engagements > Survey > NPS Survey > Editor I can’t find any metrics on usage (and by whom) of this feature within the survey. Analytics > Engagements > Survey Performance shows only Views, Responses, and Response Rate Analytics > Query Builder only gives options for Viewed and Completed as the interaction type. 

142
link_black
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is there any way to push NPS to Salesforce Contacts like there is for Accounts?

NPS is a field that can be mapped from PX to Salesforce Accounts using the SFDC integration:Mapping Account fields, Nps shows as an option, as well as other time-based Nps elements But I don’t see that as an option for Contacts:Mapping for Contact fields. These are listed alphabetically and NPS does not appear as an option. Is this just not possible or do I need to set up something with the integration?

112
link_black
aroberts
arobertsGainsight Employee ⭐️
posted in Product Experience (PX)
If your adoption charts are flat… it might be time to zoom out.

You ever look at a product usage dashboard and feel like it’s lying? 🤔Because on paper, features are used. But in your gut, you know the value isn’t landing. You know because users still ask for things you already built. Because your roadmap gets hijacked by urgent (but not important) fixes. Because CS is still doing heavy lifting adoption should’ve handled.Pulse 2025 is here to help! The Product sessions this year are digging into that uncomfortable space between feature release and value realization:​@devin_churchill is showing how data shifted adoption from a “nice to have” to a north star. Pej & Ben (Netskope) turned CS from reactive to revenue-generating — 10% GRR growth says a lot. ​@kelseynoteboom & Carly are calling out the fog — that fuzzy zone where adoption should happen but doesn’t — and how they cleared it.And for our PX customers who are on the front lines of making this happen, we're creating dedicated spaces at Pulse to connect and share those hard-won lessons.

440
aroberts
V
vishalmContributor ⭐️
posted in Product Experience (PX)
How to connect PX to PowerBI

Hi ​@olimarrio thanks for sharing this. At the moment I am using PX and I want to connect that with PBI. Is there any solution available? 

191
Kenneth R
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Adding PX Product Mapper Feature to CC Like Button

I would like to add the like button of the customer community to the product feature mapper of px. Can I use the class in some way? 

657
rschlette
S
sarahmcelmurrayContributor ⭐️
asked in Product Experience (PX)
Using PX to identify when a new user account is provisioned in our platform?

Happy Friday!Ive been working on a project to register when a brand new user is provisioned as an admin in our platform (which could be huge to help identify risk early and as a way to get them in community and access to their CSM and training etc) which would trigger a series of emails and a CTA for our CSMs to update with correct role, etc. Is anyone using PX to pull in this data into Gainsight to initiate a program?

90
S
A
anushatContributor ⭐️
asked in Product Experience (PX)
Mandatory comments for low rating

Hi, In the rating survey, is it possible to make comments mandatory for users who give us a low rating?

231
rschlette
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
User Attributes for PX - registered date and email

I am using PX to track users on our community. I need to send a date for the Signed Up date field. How am I able to get the registration date of the community member in the DOM or insidedData object and send with the PX attributes? Similarly email is also NOT directly available. Any ideas??

371
rschlette
JayS
JaySHelper ⭐️
asked in Product Experience (PX)
creating/editing engagement for mobile browser

Is there a way to use custom CSS to display an engagement/survey based on the user’s screen width? I’m referring to users that access our product through their mobile browser. Our NPS survey is not displaying well when seen in a mobile browser.Would I just create a separate engagement for the “mobile” channel, or is that referring only to a mobile app and not accessing the product on a mobile browser?

343
rschlette
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Modify KCBot Community Tabs

How can I remove the ideas tab from the KCBot results page?We do not use the ideas module, so it will always be zero results.  

110
Alistair FIeld
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Production Content in SANDBOX KC Bot

Hi Y’all, I am exploring the use of a KC Bot. I have a couple of questions.1) I would like to modify how the community content is shown. How do I remove the ideation section. We are not using that Module.2) Why does the KC Both pick up the production community content when I am building it in our Sandbox. When I open the bot in the community I see all the latest content from the live Production community. Where is the source of community content defined? Many thanks,Alistair

252
Alistair FIeld
J
jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Engagement Intervals - Second Set of Eyes

We are working on an automated NPS program that would trigger 90 days before their renewal date each year. We have not utilized intervals before, so I am just hoping I can get a second set of eyes to ensure I have this set up correctly. We would like it to show up to 2 times per occurrence, and take place annually. Am I on the right track? Should I maybe set it to 11 months to ensure it re-qualifies them on time? 

192
J
rschlette
rschletteHelper ⭐️⭐️⭐️
posted in Product Experience (PX)
Getting Started with PX S3 Account and User Import

The Gainsight PX S3 Account and User Import data integrations can be used to import daily updates to PX account and user data from a predefined directory structure in a customer-managed AWS S3 bucket. These data integrations are well-documented in this support doc, but this article will answer some common configuration questions, and provide some additional visual examples of the file structure. S3 Folder ConfigurationThe S3 Account and User Import data integrations each require a ‘base import folder’, and each of those base import folders requires 2 subfolders: one named “current” and another named “processed”. example base import folders In the example shown above, you can see that the base import folders follow the naming convention productName_pxObjectName_import, but you can use any naming convention for these folders. The subfolders must be named “current” and “processed” precisely, or the integration import job will fail. Integration ConfigurationIn Gainsight PX, the AWS S3 Impo

1584
rschlette
Beauly
BeaulyContributor ⭐️
asked in Product Experience (PX)
Driving Onboarding Customers to KC Bot

I am looking to create an email campaign for newly onboarded customers that drives them to use the Knowledge Center Bot in an effort to supplement our webinars and training resources. How do I create a link I can add to my emails that directs onboarded customers to the KCB?

382
Beauly
harshilboparai
harshilboparaiContributor ⭐️⭐️
asked in Product Experience (PX)
Add name to email subject line

Hi, I’m new to Gainsight and am wondering if there is a possibility of adding the user’s first name to the email body or subject line?

192
harshilboparai
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Webhook from slider custom button

Good day fantastical people. I am creating a slider with different CTAs on each slide. I would like to link the custom button to a webhook that gets caught by zapier. I have the webhook set in PXI have the catch in Zapier How can I trigger the webhook from the button?

494
Alistair FIeld
pope1chase
pope1chaseHelper ⭐️
posted in Product Experience (PX)
Customer Goals vs. Success Plans

I see the currently new implementation of Customer Goals in the C360 as a container while the bulk of the goals are shown in the CTAs and Success Plans. This seems obvious yet I’m looking for the benefit of these opposed to having a custom goal oriented success plan. Some questions I have are:Can Customer Goals be shared externally similar to Success Plans? Can we report on customer goals with related SPs and CTAs apart from the C360 view? Are custom fields suggested to receive the most value from this new module?I’m curious if anyone has implemented Customer Goals in their Org and, if so, how is it going?

4953
Carol_Keyes

Badges

  • Gainsight Certified Admin for NXT: Level 3
    andybuchananhas earned the badge Gainsight Certified Admin for NXT: Level 3
  • Pulse 2024 Attendee
    andybuchananhas earned the badge Pulse 2024 Attendee
  • Gainsight Certified Admin for NXT: Level 3
    ahollenhas earned the badge Gainsight Certified Admin for NXT: Level 3
  • Level 2 - Journey Orchestrator & Surveys
    CristianaFhas earned the badge Level 2 - Journey Orchestrator & Surveys
  • Gainsight PX Level 1 Certificate
    Ester.Memolihas earned the badge Gainsight PX Level 1 Certificate
Show all badges
Terms & ConditionsCookie settings