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Product Experience (PX)

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

  • 702 Topics
  • 1,409 Replies
702 Topics
J
johnnyHelper ⭐️
asked in Product Experience (PX)
Where does the Load to Customers write data in GAINSIGHT sfdc version?

Hello, I am unable to find an object called Customers in Gainsight I found this piece of documentation which states: 

412
Sashank Goparaju
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
PX - Theme of the month : INSIGHTS ALL AROUND WITH QUERY BUILDERPX theme of the month

   Dashboards, Dashboards and more dashboards …. we still can’t get enough of our exclusive dashboard sessions from the PX subject matter experts last month. Recordings of the same are available to the end of this post.  Well…….. An expert knows all the answers - if you ask the right questions. Language is a key to ask the questions the right way. And when you are seeking answers from a machine whose memory is your users usage data , you should be more careful about the syntax and that’s where DB query languages started to become so popular these days.  But , being from a non-technical background - is there a way you still query the data for more insights but not getting too technical into the query languages?  May be not if you are using a product other than PX. But, with PX and it’s super simple “Query builder” can do the magic for you. It is so simple that you never bother to learn any querying language for deeper insights.  Your users' data should be able to drive your product grow

2130
Sruthimalla
2 years ago
D
dhsuContributor ⭐️
asked in Product Experience (PX)
Setting user preference using javascript SDK

Hello, is there a way to config the user preference using the javascript sdk (ie. aptrinsic(…) ) instead of the rest api (https://support.gainsight.com/PX/Instrument_Your_Product/User_Preferences_for_Tracking_and_Engagement) ? Similar to:aptrinsic('config', 'enableTag', false)but instead of opt-out everything, we want to be able to set individual user preference model, ie. trackUsage=false, productUpdate=true, guidedTours=true.. etc

661
link_black
2 years ago
mmarques
mmarquesHelper ⭐️⭐️
asked in Product Experience (PX)
How do I configure Google search for a subset of my doc space?

I am trying to use the following implemented feature to configure different searches for different products:I already had a general search of my doc space working and implemented, and I tried to add a second search for just the Digital Workplace product:My KC bot that is configured to use the first search works. If I enter the search term “catalog,” it gets Google Search results for both Digital Workplace and our other products that have a catalog feature.However, my KC bot that is configured to use the second search gets no results. What am I doing wrong? 

583
mmarques
2 years ago
A
anshubeniwalContributor ⭐️
asked in Product Experience (PX)
Gainsight PX Integration on web - How to add Api Key to call rest apis ?

Hi, I am unable to see users on gainsight portal. As I have implemented the Gainsight PC tag and calling on user authentication. I tried to generate API key for Rest-API but not able to integrate.Please suggest.Thanks in Advance. Anshu

260
A
2 years ago
Y
YarivZurContributor ⭐️⭐️
asked in Product Experience (PX)
Ability to create a rating survey with custom images

Hi,We would like to create a custom survey in-app where we present our users with 3 options (just as an example). However - we dont want these options to look like the built in ‘smileys’ - but rather user our own images / buttons. We couldn’t find any way to do so. Did anyone try and succeed? Thanks, Yariv 

290
Y
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
PX - Theme of the month - "DASHBOARDS"Blog

  So, APRIL is all here with a fantastic theme: “Dashboards” The power of “Dashboarding” is enormous. Especially at an organisational level if you are practicing reporting and trying to make “Data-Driven Decisions” then timely monitoring your data the right way by following a few important KPIs will help you in achieving your product milestones much quicker.  The numbers and graphs are generally not the most exciting ever, However, it’s all a matter of perception. You just need to learn how to make a good story out of it. But, it’s easier said than done. In fact, for many companies telling a story out of the data is the most complicated task! So, this month we want to make you believe in the power of storytelling with PX. These sessions on  “PX dashboarding” will reveal a lot about your audience (Week1), the Impact of your campaign efforts (Week2), Setting up a dashboard of success for Product Managers (Week3), and setting up a dashboard of success for Marketers (Week4) So, would you l

1930
Sruthimalla
2 years ago
JayS
JaySHelper ⭐️
asked in Product Experience (PX)
Editing Guide In-app and anchoring to items within an iframe.

I can’t seem to figure out how to launch the “edit guide in-app” to an iframe page. The Salesforce URL remains the same but the product URL that Gainsight sees my user ID access, is within the iframe. How do I create/edit/anchor an engagement that will display in the iframe?

1113
JayS
2 years ago
L
LisaSContributor ⭐️⭐️
asked in Product Experience (PX)
How are "All Users" targeted as audience for engagements?

Hi there! Question about audience targeting for engagements: What user attribute is targeted when we select “All Users,” and does this apply across system environments?We have a situation where an internal user who was helping me test an engagement on Friday was able to see the engagement in our QA environment, but she’s not able to see it in PROD after it was launched this morning (Monday). The only thing I can think is that the same email address is associated with her accounts in both QA and PROD, and since I failed to clear the viewing data after the testing in QA, Gainsight is probably detecting that her email address is associated with an earlier view, and therefore won’t display the engagement to her again, even though it’s in a different environment now and was removed from the QA environment. I did not have this problem, and I think it’s because I use a different email address for my PROD account that is not used for any of my QA accounts.In the future, I can probably avoid th

733
L
2 years ago
W
WcaoContributor ⭐️
asked in Product Experience (PX)
Is it possible to mask/exclude gainsight attributes sent?

Hi all, Using maskUrlFunction: function (urlPayload) … we can mask the url with some specific logic and it is well documented here https://support.gainsight.com/PX/Security/Enablement/Exclude_and_Mask_Tracked_Data In a similar fashion, is it possible to mask an attribute element that is passed to Gainsight? ex: When a user presses a link, gainsight receieves this in the element tree{“elementTree” : [     ...    {      "tagName": "A",      "attributes": {        "class": "someClass”        "href": "/user/somePrivateIdThatShouldBeMasked”        "data-gainsight": "someUniqueGainsightId"      },...} In this case somePrivateIdThatShouldBeMasked” is exposed which is something we don’t want. In this case is it posisble to mask “somePrivateIdThatShouldBeMasked”? Or don’t pass the “href” attribute at all? Is there any good exmaple or documentation? Thanks!

381
W
2 years ago
aharkut
aharkutGainsight Employee ⭐️
posted in Product Experience (PX)
PX Template Home - Quick survey to understand the most important need(s)

Hello Community,                                                                                        We are planning on a new Template Home and are looking forward to get an understanding of the important requirements in the process of overall Template Management. Please note the below is not an exhaustive list, feel free to provide as much inputs as possible which will help us solve Template Home better.Template Creation Is the overall process of Template Creation easy? Do you feel Template Creation and Engagement Creation should be independent process? Are Template Creators and Engagement Creators different personas in your organisation? Do the Template Creators need access to your application to visualise the type of templates they are creating? Are your templates based on use-cases or the templates are On-demand?Eg: Templates for Feature Announcement, Walkthroughs, Quick Surveys. Template Editing Do templates get edited often? If yes, please explain a scenario when would Temp

811
mmarques
2 years ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Product Experience (PX)
Reopen KCB after viewing guide

We have just implemented an embedded PX Knowledge Center Bot in our upcoming TrendMiner release. While developing and testing the engagements that go with it, I was wondering the following: is it possible to automatically re-open the bot when a user has finished watching / closes a guide from the bot? Now, they have to go into the help menu every time to open the bot again in order to watch the next guide in the Onboarding section for example.

240
Jef Vanlaer
2 years ago
JayS
JaySHelper ⭐️
asked in Product Experience (PX)
Ability to export list from engagements view

I would like to be able to export a list of engagements that I have filtered down. For example, if I’ve filtered to “Active” surveys. My use case is tracking the schedule of engagements so we know how many active things could be presented to users during a timeframe.  

923
JayS
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Best Practices - Series - Part2

PX Best Practices - Series - Part 1 I hope you have liked the previous post on PX Best practices. If you haven’t gone through it yet, please find the link above to get started with this series.  While configuring an engagement on PX, the first thing that we all concentrate on is “who should receive this communication and where ( on the product )” - “Audience rules” is what we name it. These rules are the base for any campaign success because relevancy, timing, frequency, and location are essential parameters of any campaign creation.  So, what rules should we use? What is the right way to create audience logic? What is worth demanding the user’s attention?  How much attention should we draw to different kinds of engagements? The goal is to make engagements a seamless part of the product experience - without being disruptive.  (Ideal) Pages to exclude from engagements Login page  Dashboard page with below exceptions: If something is triggered explicitly from the dashboard page

991
link_black
2 years ago
JPKelliher
JPKelliherContributor ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Days to Renewal or "days to"

All of the date filters in PX seem to include specific dates, dates before/after/between, and days ago. Does anyone know how to set up a trigger that identifies x days to [ specific date ]?  We track our trial end date in Gainsight and we want to trigger messaging to the user when their trial is coming to an end. To keep this active on a rolling basis, I can’t seem to figure out how to trigger.  While we do have a trial start date, each trial may be of varying lengths, so using the “x days ago” will not work.

170
JPKelliher
2 years ago
peppe
peppeContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
"Don't show again" in engagements

I configured an engagement to be displayed 5 times, with at least 2 day between views.But I also want to give the user a way to say “don’t show me again” as early as the first time they see it.This doesn’t seem possible in the “Schedule” section of the engagement, but is this achievable in any way with other settings/configurations?Thank you! 

1147
JPKelliher
2 years ago
N
naresh-oliveContributor ⭐️
asked in Product Experience (PX)
How to unset accountId for a user instance using the REST API?

I have tried setting the accountId field in the user instance to null and empty string using the PUT request. I’m trying to disassociate a user from an account. But the user instance retains the previous accountId. How do I set it to null using the REST API?

322
anirbandutta
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX - Theme of the month : "DO MORE WITH LESS"

  “Do more with less” means being efficient. It means utilising the available resources that you already have and achieving great results.  Doing more with less reduces efforts , time and even saves a lot of money. It’s quite rewarding for being able to finish anything with limited setup . “Knowing” what makes the task easy is the key to success in such smart cases.  Just enabling a single toggle button on PX can help you avoid “user fatigue” —>  “Throttling” Enabling another toggle can help you fetch auto suggestions from your product tree - “Auto suggestions” In PX we have a ton of settings and toggles which can help you achieve so much  in terms of user experience and user engagement.  So, we thought of bringing all those enablement settings under one umbrella and we are excited to announce our next theme of the month “Do more with less”, where in we will cover 8 “Quick win” settings on PX via weekly emails and 5 subject matter expert hands-on sessions on 5 exclusive topics of PX

1550
Sruthimalla
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX Strategy tip : Different surveys at different timelines

 Selecting the precise time to solicit feedback from your customers can significantly impact the quality and quantity of the responses you receive. If you send your NPS survey too early, your customers may not have a complete story to tell. If your CES survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time. Giphy So, how to precisely target the survey audience at the right time? What survey is to be used at what stage of the customer journey? Here is what we have for you:  Survey Type Feedback Goal Responder Frequency Months CSAT Onboarding Support Experience Sign-up for beta programs  End-User, Buyer Quarterly/ Bi-annually Onboarding Completion CES First time user - intuitiveness Frequent user - powerfulness Post product- enhancements End-User Quarterly/ Bi-annually     Action com

450
Sruthimalla
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
CSAT vs. NPS vs. CES: What’s the difference?

When you are trying to measure customer experience and satisfaction, Three metrics inevitably come up as the ones to use: Customer Satisfaction Score (CSAT) vs. Net Promoter Score (NPS) vs. Customer Effort Score (CES). But all are not the same even though they seem similar! What’s the difference!?Here we will explore the differences and help you understand how to use each one of them to measure customer satisfaction/sentiment. It all starts with : “What are you trying to accomplish with the data gathered?”Set goals : 1. Product study: Long term customer sentiment   2. Feature/interaction study: Short term customer satisfaction for product or service CSAT vs. NPS vs. CES: Survey Type Study Goal  Survey Insights  NPS Product study 1. The question isn’t specific to any particular event or transaction. 2. The question is scoped to the brand overall, which means that if you survey your customers regularly, you’ll be able to monitor customer senti

3090
Sruthimalla
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
How to answer "What exactly is happening in your product " at different stages of customer lifecycle? (Bonus included : Questions to ask each stage)

What? How? Where? When? Why? - Five simple questions but the basic rudimentary, useful mental model to assess “What is actually happening?” in any scenario.   Companies receive from these five questions a billion-dollar consultancy business that happens around the names of McKinsey, Bain, or BCG, and we all look for such industry reports every quarter. So, if a client pays a million-dollar rupees for an engagement, what exactly are they buying? - Strategic advice built on Qualitative and Quantitative data these companies collect from different segments of users. - Strategic advice built on Qualitative and Quantitative data these companies collect from different segments of users.Few outstanding strategy sessions are here  to help you define your product strategy from Industry experts and PX masterminds! Data-Driven closed-loop feedback Closing the Feedback Loop: Using Your Product to Understand Customer Needs Deep - by Autodesk covering how to close the “Say Do” Gap! How to Improve You

600
Sruthimalla
2 years ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
How to fix the “VALUE GAP”: The main reason behind why most of the SaaS companies fail!

Value gap: The difference between expectations and reality. And in this post , we will cover the fix to this problem Once, a starving man was walking on the street, and he saw a “Vada” (Indian version of Donuts) stall on the roadside. He approached the stall owner and asked, “Can this vada satisfy my hunger? And what are the charges for it?”. Vada vendor replied, “Yes for sure,” and quoted the rate 2 dollars. The hungry man ate one vada. He is still hungry. He ate the 2nd, 3rd, 4th likewise, after having 7th vada, he felt full and satisfied. He handed a 2 dollars to the stall owner. The owner got surprised to get 2 dollars in return for seven vadas. He asked for 12 dollars more, and the hungry man replied, “I had asked you whether your vada will satisfy my hunger, and to that, you said yes. When I ate the first six vadas, I was still hungry. Only the 7th vada of yours was able to help my craving. That’s why I need to pay you only 2 dollars for that 7th vada.  The subscription business

1393
Sruthimalla
2 years ago
G
gainsightuserContributor ⭐️
asked in Product Experience (PX)
how to get rid of apt.sid & apt.uid cookies

I have integrated Gainsight PX (javascript web sdk) in angular app.As per GDPR, application relies on consent to collect data for analytics. This means user has the right to withdraw your consent at any time. When user withdraws consent, gainsight cookies should also be removed. To achive the same, I tried "aptrinsic('reset')". But after this when I checked chrome browser > Developer tools > Applications tab I still can see "apt.sid" and "apt.uid" cookies. Please suggest the correct way to achive this.Thanks in advance.

7790
G
2 years ago
flavio
flavioContributor ⭐️
asked in Product Experience (PX)
Guide Engagement: Text Entry Submission Step Action

When I set a step with action “Text Entry Submission” as in the follwing screenshot: I have the following issue: the next step (a cloud on “next” button in the following screenshot) is only shown when a user changes the focus from the target text element, by pressing “enter” or “tab”, which is not a common use case (the user after inserting the text would wait or click on “next”). It seems that the “Text Entry Submission” option is triggered on the “onchange” event and not on the “onkeypress”.Is this the right behavior? Would it be possible to maybe configure this option to be triggered on the “onkeypress” event in place of the “onchange”?  

590
flavio
2 years ago
M
MelContributor ⭐️⭐️
asked in Product Experience (PX)
PX - cloning a feature

Can someone pls explain, when cloning a feature, what Find and Replace Values entails?“Create functions to find and replace values in the cloned module”What values are being replaced? What does the Find/Replace look at (not a search just an input field)?

171
link_black
2 years ago

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