Product Experience (PX)

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?

Greetings!In Gainsight PX, there is currently no direct integration to Aha! Road maps and Product Board. However, feedback received through KC Bot can be sent to Aha! Road maps and Product Board using Email forwarding.Here's how to make it happen:Step 1: Obtaining the unique Email AddressesSetup in Aha! Roadmaps:Navigate to the Settings menu. Go to Workspace > Ideas > Configure. Once you've selected the portal,simply copy the email address located in the "Ideas via email" field. Refer: https://share.zight.com/6quw2eA0   Setup in Product Board:Visit the

We have a couple of products that share the same add-on module. Is it possible to create an engagement that can be used by multiple products? Currently, we’ve had to create an engagement for product A. Then, we had to clone it and apply it to product B. Managing these virtually identical engagements have been a nuisance. Any tips from anyone who have a similar scenario?

After our latest security scan we are tasked to resolve a vulnerability regarding the PX cookies lacking the HttpOnly and Secure tags. The documentation regarding cookies is a little sparse. is there a way to configure Gainsight to set these tags?

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

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.  

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.

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 align

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 + t

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 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 

Problem: Our clients have an option of integrating Account A, Account B, or integrating both of them with our platform. These clients have the same plan, but showing them the same engagements in their onboarding checklist doesn’t make sense as some of them may be centered around Account A or B which the client might not have connected.Is there any way to have the same KC Bot for the same audience, but showing them different engagements based on their audience rules?I tried creating a test bot for myself with one engagement having a rule that would never trigger (set audience rule of a random email ID) and one engagement that would trigger, but I could see both of these in the KC Bot, so I assume the audience rules for engagement don’t matter.Is there any reason that the audience rules for engagements aren’t honoured and a static checklist is being shown with all engagements?

Whenever client opens an @mention email of Timeline Activity or CTA Notification, It's opening with the full window of Gainsight NXT tab of Salesforce but he is not getting an option to switch to the other tabs of salesforce. This is happening because of the user irrespective of Classic/Lightning mode we are generating the Classic Link. 

We were excited to use the new Snooze Engagement button feature, but it doesn’t appear to be available for Dialogs. This is where it would be of most use to us as we can present a message to our customers about something they don’t want to know about right now, but that they want to be able to get reminded to review at a time that better suits them. Is there a reason it is not available for the Dialog type of Engagement and are there any plans to make it available? 

'Get ready for an electrifying event! ? Join us for our next PX Customer Spotlight webinar featuring Iain Scovell, Product Manager at Autodesk, to talk about how they massively improved response times to better collect user feedback using PX! ? Here''s what''s in store for you: ? Discover how Autodesk achieved 20%+ response rates from hard to reach legacy product users? Learn about the astounding transformation that took response feedback time from a daunting 2 months to a mere 1 week using Gainsight PX? Listen to how feature-specific engagements helped reduce planning cycles not by weeks, but by months! You’ll leave energized with new strategies to boost feedback collection and drive better product transformation.

ReviewPro's incredible journey, unveiled during a recent Customer Spotlight session hosted by @Jessica1989 and @Fernanda. Here is a small recap of their amazing NPS Journey. ReviewPro collected a whopping 40,000+ valuable customer responses with Gainsight's NPS survey. Challenges like - scalability and real-time feedback capture were expertly addressed. The game-changer? An in-app NPS survey via Gainsight PX.  🚀 CSMs Thr

We are looking at obtaining an A.I. driven conversation intelligence platform, and I’m curious to know how this could play with Gainsight.   (i.e. is it possible to bring in customer sentiment from phone calls into Gainsight to help indicate Customer health?) If anyone has any experience with this or currently using Gainsight + an A.I. driven QA Platform, I’d love to chat!! 

It’s Tip of the Week Tuesday! Today I’ll be focusing on using PX for change management.  When you think of PX engagements, it’s easy to think of bright, splashy engagements that highlight an exciting new feature or inform users of an upcoming event. But what about less “newsworthy” changes? Consider the following situations: You’ve changed some things around in your UI. You’ve already made a PX dialog announcement to unveil the new design. How do you reduce friction for users getting used to those improvements?  Users have to use your application in their daily work. For those users, you may care more about user efficiency than user retention, and you nee

In the Query Builder you can group custom events by Global Context Properties if you select a specific event but if you choose "Any Custom Event" it doesn't give you the option. I understand why this would be the case for normal event properties which may differ depending on the event type but the Global Context properties should be the same regardless of what event is being tracked so I think the option should be available? 

Greetings!Here is an interesting tip to create an in-app engagement in PX using V2 editor, to reach out to your digital/low/tech touch customers to remind them of their service expiry and nudge them to renew.We can be creative in giving the calendar link to book a meeting with their account owners. Also I have added another button to save the action of connecting with them over email using a custom button feature to update an attribute value (how to link). 

  Step 1:Please go ahead and create an NPS/Rating survey. Note: The steps for Rating survey and NPS survey will remain the

Question for the group:   Have any of you seen an instance where you go to troubleshoot an engagement, but when you have Chrome’s Dev Tools open the engagement won’t start?   It’ll delay endlessly until the point where I close Dev Tools and then it pops up on the screen.    Thoughts on how to get around this if it has happened to you in the past? 

I have a dynamic list of data that I would be rendering. Now I want that on clicking any item from this list an engagement to be triggered. So i have tried out 2 ways- one is to add a custom event and then associate engagement with it, the other way is to associate the engagement with product mapper. In the case of a custom event I would have to would have to create the event and then from backend I would have to send the event name, while in case of product mapper I would have to create a unique selector for every item. Which one of this would be the better option?