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Product Experience (PX)

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

  • 702 Topics
  • 1,411 Replies
702 Topics
michael_sweeney
michael_sweeneyHelper ⭐️
published in Product Experience (PX)
Question of the Week: Why do my features not show up in the analytics?

Hey everybody, This question came up while a customer was testing a new feature. While trying to verigy it was working correctly they were not seeing this feature in the analytics. This is because with the filter "Last 7 days", today is not included. If you add a custom filter to include todays date you will now see data. Hope this helps. PX Support

250
michael_sweeney
5 years ago
A
avinashthorthiContributor ⭐️
asked in Product Experience (PX)
Ability to add the Lookup field(SFDC) in the SFDC integration.

Currently while we integrate SFDC with the PX, we have only the 4 types supporting (String/integer/ boolean/ number). While we search for the fields in the SFDC to map, the lookup fields doesn't show up. We should enable the "lookup" fields also to show up for mapping. Can we add the Lookup(alphanumeric ID) also to be mapped with the string type in the integrations.

751
dileepnalla
5 years ago
bdatangel
bdatangelContributor ⭐️⭐️
asked in Product Experience (PX)
Issues with referral (UTM) triggered engagements

Hi folks, One of our growth initiatives is to have numerous out of product nurture campaigns. We have open and click rates from our email providers, but want to track and launch an engagement once logged in within GPX. We've tried utm referrals with emails sent from Hubspot and Sparkpost. We've experimented in the following ways, but still haven't had any luck: Shortening the UTM Placing the full and shortedn UTM link with attributes as the "URL" and the "Referral" Removing the UTM all together Has anyone else experienced the UTM breaking or not being respected when triggering an engagement?

933
link_black
5 years ago
link_black
link_blackGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Tip of The Week: Turning Engagements On/Off within different Product Environments when manual Engagement editing is not permitted/preferred

I recently worked with a PX customer that needed an automated way to enable Engagements within their Production environment. Their high-level, immutable requirement was as follows: When a fully tested and approved PX Engagement is ready to be enabled within the Production environment, no additional manual editing of the PX Engagement is permitted as part of our fully automated (scripted) Production deployment/update release process. If you do not already know, there is not currently an Engagement API available to can be used to modify/update and existing Engagement. When this Engagement API is available in the future, other options will be possible. However, working with the current PX version, here is what I was able to suggest... --------------------------------------------------------------------------------------- Assumptions The customer's Staging environment’s Product used to fully test, validate, and approve the PX Engagement for release is identical to the custo

921
harshibanka
5 years ago
michael_sweeney
michael_sweeneyHelper ⭐️
posted in Product Experience (PX)
Question of the Week: How do I trigger the display of an Engagement ONLY if a user has completed a specific sequence of steps?

For the given scenario, we were able to suggest creating a feature on a Submit button, then use that feature in the Audience Condition along with URL. This allowed the user to follow the specific steps and only see the engagement once complete.

400
michael_sweeney
5 years ago
cjacksonfe
cjacksonfeHelper ⭐️
asked in Product Experience (PX)
Webinar/Video Integration

Is there a means to integrate video hosting sites, like Vidyard? The use case I have is we have videos/webinars that we'd like to include into the Knowledge center bot, under it's own category. I could add them all manually, but that's kind of a pain, and a gap wherein any updates/removals to the existing content on vidyard might break things unless I manually go in and change it myself.

1531
mickey
5 years ago
lesliediephuis
lesliediephuisContributor ⭐️⭐️⭐️
posted in Product Experience (PX)
Tip of the Week: Defining Multiple Dashboards in the Audience in Gainsight's Enablement Engine

Gainsight's Enablement Engine allows Gainsight CS users to launch In-App enagements into Gainsight CS for purposes such as onboarding or communicating important Customer Success initiatives. One common request we see is the need to launch an engagement on only specific Dashboards from Gainsight Home. Here's how you can set it up: Step 1: In Gainsight Home, go to the first Dashboard to capture the URL. It is recommended you verify the URL by looking in the Audience Exploer as noted below. In Audience Explorer, search for your logged in email and select Full Profile. Under Recent Activity you will see the last page viewed. Right mouse click and select Copy Link Address. Depending if you are using Lightning or Classic your URLs will be different. My example will be with Lightning (because it can be more challenging). Step 2: Once you have the URLs, you wil need to grab the first part of the URL up to HomePage and then the 18 character id at the end of the UR

390
lesliediephuis
5 years ago
lesliediephuis
lesliediephuisContributor ⭐️⭐️⭐️
published in Product Experience (PX)
Tip of the Week: Engagement Troubleshooting Checklist

The other day I was having trouble with a Guide engagement launching. It was launching in the same window but for some reason when I launching in a new window it was not triggering. Found out (by going through advanced troubleshooting below) that the URL in the new window had a double slash which was causing the problem. Once I corrected the audience URL rule, it launched. Here are some of my troubleshooting tips I take when determining why my engagement will not launch. Troubleshooting Checklist Ensure you using the right product - if you have multiple products you want to make sure you have the right one selected Check the Schedule From date and Time Zone to ensure they are correct [img]https://uploads-us-west-2.insided.com/gainsight-us/attachment/Scheduler-70bc69d6-41d6-4ffb-9f6c-8f6341b4e15e-1802717610.png[/img] Ensure the URL you are using matches the URL that the Audience explorer is recognizing - Go to Audience Explorer & search on your

3321
lesliediephuis
5 years ago
alextran
alextranHelper ⭐️⭐️
published in Product Experience (PX)
User Training for PX on Gainsight University!

Hello PX Community! We're pleased to announce the launch of PX end user video training on Gainsight University! The first video training is now live called Overview and Anatomy of PX Engagements. In this course, you'll learn: What are Engagements? Types of Engagements and Use Cases The 5 Steps of an Engagement Walk through setting up in-product Engagement example FEEDBACK WELCOMED: If you have other topics that you'd like us to cover in video format, please let us know by commenting on this post! Thank you, everyone!

411
dan_ahrens
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Product Experience (PX)
September PX Release Notes

The September PX release is live in your orgs!    Highlights from this release include: Map your product within minutes with Instant Mapper Enable SAML for your Demo org Deeper UI Elements Tracking You can read all about the latest enhancements in the release notes.   Please note, we're in the process of transferring the PX documentation to support.gainsight.com. In about a week, we'll have all of the PX docs available there, and the old site and pages will redirect to the above url. Thanks for your patience during this transition!

594
alextran
5 years ago
christopher_sanderson
christopher_sandersonHelper ⭐️⭐️
published in Product Experience (PX)
PX+CS: Best practices around multiple survey options

As a Gainsight PX and Gainsight CS customer, you can push surveys to customers in two different ways: either through engagements within your product or by email using Journey Orchestrator. I believe that you should use both methods to collect real time feedback from your users and contacts. However, I do believe that each method has a better audience and feedback focus. For Gainsight CS using emails, you are asking someone to take a moment from their day and click into an unknown dedication of time. This will lead to more thoughtful responses. I also think you will get better feedback by asking questions around ROI and company product adoption. To me, the target audience should be your champions and sponsors, the ones that ultimately make the decision come renewal time. For Gainsight PX using in-app engagements, you are presenting a user in the middle of their workflow to give feedback about their experience. I believe you will get more reactive feedback this way, but will help you u

1071
alextran
5 years ago
alextran
alextranHelper ⭐️⭐️
published in Product Experience (PX)
[Tip of the Week] Using Slack Integration to Surface Real-Time NPS Scores

You likely have hundreds or thousands of users to keep track of. How will you know whether someone has a negative sentiment on a given day? How will you stay updated if someone gives you a high rating? How do you take real-time action on at-risk users? Assuming you have NPS survey engagement(s) active in Gainsight PX, you can enable the Slack integration in Settings > Integrations and allow survey responses to surface up in a designated Slack channel for PX. Your Customer Success teams can then take proactive action and reach out to Detractors and manage the risk. They can also reach out to Promoters and ask for a positive review on public review sites, like G2Crowd. Additionally, you'll also be able to track user sign-ups, email engagement activity, user feedback, and engagement management activity (ex. Engagement paused, launched). Click here for more details on enabling the Slack integration: https://docs-px.gainsight.com/integrations/gainsight-px-slack-integration

1851
harshibanka
5 years ago
michael_sweeney
michael_sweeneyHelper ⭐️
asked in Product Experience (PX)
:Multiple URL's but with same selectors

Hey Guys, This use case came up the other day and has me stuck. Has anyone else seen this issue and come up with a workaround?.... Any input would be much appreciated. Use case: I have a URL https://abc.com/xyz3/manage/alerts/edit/1234(dynamic number) https://abc.com/xyz3/manage/alerts/edit/new I have an Edit Button on both the pages, with same ID(same selector) Can I track Edit button on https://abc.com/xyz3/manage/alerts/edit/1234 separately from the edit button on https://abc.com/xyz3/manage/alerts/edit/new Query: Since I will use scope as https://abc.com/xyz3/manage/alerts/edit/* And selector as same ID, will both the features be called when I use any one?

1071
link_black
5 years ago
mikewohlwend
mikewohlwendContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
I know certain engagements can, but can the product mapper distinguish an element via the text inside it?

Can the product mapper do what tooltip/hotspot engagements can do--target a part of the product by looking at the text inside an element? I have a bunch of generic buttons and am wondering if there is an alternative to asking dev for some ID tags on them. (Ultimately, I want clicking the Save button to trigger an engagement.) Thanks, community!

1232
mikewohlwend
5 years ago
michael_sweeney
michael_sweeneyHelper ⭐️
posted in Product Experience (PX)
Question of The Week: Why do I get an error when integrating Zendesk knowledge base with the Knowledge Bot?

A question came up this week when seeing this error in the Knowledge Bot. In this scenario it was an easy fix and should be the first place you check to avoid any headaches. When creating the Sub-domain you do not need to include the .zendesk. After making this change all worked as expected. So remember to check here first to save you some time in the long run!! Thanks, PX Support

240
michael_sweeney
5 years ago
K
kayladushanekContributor ⭐️
asked in Product Experience (PX)
Assistant in Real Time (like "Clippy")

It would be awesome if the tool could "pop up" with suggestions when someone is completing a task (specifically during first couple of week? that they become an administrator). For example, if someone is completing Task A, the associated workflow would pop up "I see you are creating Task A, would you like step by step instructions". The user could then choose to snooze or disable to pop ups.

713
harshibanka
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Product Experience (PX)
Check out the new PX Knowledge Center Bot!

Today, we launched the PX Knowledge Center bot in your PX instances. From the KC bot, you can view getting started materials, including engagements, links to articles and release notes, and more! On the Knowledge Base tab, you can search for any topic and preview our product documentation. PX can integrate with some of the largest documentation vendor apps in the market, such as Salesforce, Zendesk, Mindtouch, and helpdocs.io.To learn more about configuring the Knowledge Center bot in your own web app, check out this article.   Click "read more" in the article preview to open the article in a new window.And on the Onboarding tab, you'll find links to getting started docs and guides.   Try out the new Knowledge Center bot, and let us know what you think!

43316
ciarapeter
5 years ago
cfetter
cfetterContributor ⭐️
published in Product Experience (PX)
2 Common Customer Relationship Challenges Your Usage Data Can Solve

Gainsight's Customer Success Operations Manager, @kendra_mcclanahan, shares two uses cases developed to drive customer value and strengthen customer relationships. Learn more in this blog post here.

270
cfetter
5 years ago
L
lucasContributor ⭐️⭐️
asked in Product Experience (PX)
Force a drop-down menu to expand with "next" click

I'm having a usability issue that's making it very hard to use PX for guiding a user through a very basic tour. Here is a video overview to explain: Basically I'd like to setup a 2 step guide here: Step 1: Dialogue [list] Next Button [list] Navigation: Opens my drop-down menu from the top-navigation [/list] Step 2: Tool-Tip Points at the second item in the drop-down [/list]However, it doesn't seem like I can force a drop-down menu item to open from within PX. Instead I'm having to do the following: Step 1: Dialogue [list] Next Button [list] Navigation: Look for next element [/list] Step 2: Hotspot Overlaid on top-navigation button [list] If user clicks on hotspot: [list] Hotspot disappears Sub-menu does not open [list] The user now must click on the sub-menu in order to see the tooltip (Step 3) [list] This is a bad user experience. The user has to click twice in the top-menu. [/list][/list] If use

2127
mikewohlwend
5 years ago
harshibanka
harshibankaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Tip of the Week: Use this Framework for managing large volumes/ multiple teams using PX Engagements

Whenever thinking of an Engagement, start with (you could even create a calendar, see pic below): Objective/ Problem Statement (Why) Metrics Improved (Why) Storyboard/ Engagement Type (What) Audience (Who) Duration (When) Using this Framework has the following benefits: Objectivises the need of an Engagement hence eliminating the ones not really needed Quanitfies the desired impact of an engagement Simplifies defining the audience criteria and rules Provides visibility to multiple teams into the planned engagements Enables various teams plan engagements in a way to avoid duplication/ overwhleming users with too many engagements

460
harshibanka
5 years ago
julie_pinto
julie_pintoContributor ⭐️⭐️⭐️⭐️
published in Product Experience (PX)
Explaining the reports simply to my colleagues :)

I've started giving brief GPX tutorials during our weekly Customer Success meetings to help others use PX more on their own. I was showing the team how to determine which users/accounts are using certain features frequently, and I realized that everyone was getting stuck on what all the different filters are for. As I was training, I found a way to explain it simply that really seemed to click with everyone! I thought I'd share in case others are working to increase adoption at their orgs. The "what" [list] How you're measuring - what are you actually wanting to see? Do you want to know the number of times that something has happened, or the number of users/accounts who have done something? Do you want to know the totals of those numbers, or do you want to understand how the total is distributed among top features, users, countries, accounts, etc? The "when" What time frame do you want to filter the data by - 7 days? 8 weeks? 6 month

511
link_black
5 years ago
dileepnalla
dileepnallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Question of the Week: How to handle engagement on pages having dynamic URL

Use Case: I want to launch engagement using KC bot, I have customers whose applications will open with dynamic Url's as shown below when clicking on the engagement. URL of Customer 1: https://abc.xyz.com/Admin URL of Customer 2: https://mno.pqr.wxy.com/Admin URL of Customer 3: https://klm.stu.com/Admin So from all the above URL's domain and subdomain parts keeps on changing and none of the domains or sub domains seems to be consistent. Suggestion: 1. Please use this in guide activation URL of Knowledge Center. https://$px-auto-resolve/Admin -- This will completely resolve the domain and can handle all the above formats of URL in a single go!. However, there is another road block on how you have to define the URL in the audience of the engagement for the dynamic domains? There you go! 2. Please use this in the audience of the engagements. Url is https://*.*.*/Admin , https://*.*.*.*/Admin. ​ Thanks Dileep Nalla

1202
A
5 years ago
R
ryankapurContributor ⭐️⭐️
asked in Product Experience (PX)
Is there a way to create a public filter from a segment?

I created a segment thinking I could access it from many locations. Specifically, I wanted to apply the segment to widgets within a custom dashboard I am creating to share with my teammates such that we can monitor stats with regards to an upcoming event. Thanks.

1051
harshibanka
5 years ago
ikranjcec
ikranjcecContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Time to execute a certain feature

Hi all, did anyone try/manage to get data through PX on how much time did it take from e.g. Signup to first using feature X? This seems as a relevant metrics for us, but can't seem to find an "out of the box" solution in PX. Tnx!

614
ikranjcec
5 years ago
cfetter
cfetterContributor ⭐️
published in Product Experience (PX)
Who's Joining Thursday's Webinar on Finding Friction in Your User Journey & How to Fix It?

We've all had our share of frustrating user experiences, but they don't have to happen in your product. Join Agata Bugaj, Senior Director of Product Management at FullStory, as she shares tactics to find and solve points of friction in your product. In this webinar, you'll learn how to: Identify points of friction in your product. Increase engagement and adoption Balance new feature work with frustration fixes And much more! Register https://www.gainsight.com/event/finding-friction-in-you-user-journey-and-how-to-fix-it/

190
cfetter
5 years ago

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