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dshorter
Gainsight Employee: Rookie
dshorterGainsight Employee: Rookie
posted in All About Pulse

Congrats to the Pulse US 2024 GameChanger Award Winners!

Another Pulse means a new crop of GameChanger award winners. Recognizing innovation and leadership in the customer success industry is one of our favorite parts of the entire event. This year, the winners truly inspired us and we are so excited to celebrate their achievements. Without further ado, here are the 2024 GameChanger Award Winners!  The Architect: Lucid SoftwareThe first award is The Architect, a company that goes above and beyond to build a thriving customer community. This company knows the power of engagement and loyalty when it comes to retention and growth. This year, The Architect award goes to Lucid Software. Previously, Lucid lacked the right tools to build a thriving community. Engagement was down, peer support was minimal, and the support tickets far exceeded what their team was capable of addressing on any given day.  After implementing a revamped community strategy along with Gainsight Community, everything changed. Support work completed by community members is m

0
dshorter
Gainsight Employee: Rookie
1 hour ago
A
Shoshin
ahamburg9Shoshin
asked in Customer Success (CS)

Webhooks and JO

Does Journey Orchestrator listen for webhooks?We are thinking about purchasing CS and I am looking to learn as much about JO as possible.

0
A
Shoshin
19 hours ago
Sebastian
SebastianGainsight Product Manager
posted in Customer Communities (CC)

How do you use Generative AI as a community manager?

The title says it all :) Very curious to learn how you currently use AI and which benefits it brings, both to you, your team and to your users.

7
A
Shoshin
1 day ago
romihache
All Star
romihacheAll Star

Parity request: Allow all operators in sharing groupsNew Idea

HiI was working on sharing groups today and noticed that the operators are different than in Report Builder. Not only limited/different options but the ones that we do have behave differently.Eg: I want to create a group where License Type = Viewer Analytics and the User Title contains "product”. In sharing groups there are only 4 options: =, !=, in, and nin that I assume are “equals” “not equals”, “in” and "not in” in Report Builder.Well, the “contains” is missing... Let’s use the “in”, not ideal, but better than adding al possible strings one by one and use an OR clause in the advanced criteria.  Used to Report Builder behaviour I typed the first string, tab key, and nothing happened. I was about to submit a ticket and shooting in the dark, tried separating the values with commas, and that worked.So my requests will be:· Can you allow operators that exist everywhere else in the platform, to sharing groups too?· Can those be named consistently across the platform?· Can the behaviour b

3
puna.paahana
Shoshin
1 day ago
Eva
Veteran Rookie
EvaVeteran Rookie
asked in Customer Communities (CC)

Duplicated Event: Status does not change to "published" and adding event to featured topics widget does not work?

Hello!I just discovered this:I duplicated an event (the new feature) in Control. (First, I couldn’t find the duplicate/draft, because draft events are on the bottom/in last page of the entire list in the event overview😅)After I published the duplicated (and slightly updated) event, it was still marked as draft in Control.I double checked and hit “publish now” several times.The event was already displayed in the upcoming events tab in the community, but the status was still “draft” in Control. Only after a while, the status was “published”.→ how long does it take to change the status in Control?  Then, I wanted to add this event to the featured topic widget on the home page, as usual. But it cannot be found. I checked several times. Even if I paste the entire correct name, I cannot add the event to this widget:→ is there a solution to this? Does it take a while, too?  Thanks! 

7
Sebastian
2 days ago
sarahmiracle
ACE
sarahmiracleACE

GS Assist Gmail Plugin - activity date/time matches email metadata instead of date/time of email being loggedNew Idea

Using the GS Assist Gmail Plug-in, when logging an email thread, or a received inbound email from a customer (not when logging from the Compose window), the Activity Date/Time that syncs back to GS Timeline is the date/time the email was logged, not the date/time the email was received. Meaning, that if a customer emailed me on November 10, and I was out of office that day, so I logged it to timeline on November 11 when I was back in office, the activity date/time for the email activity in timeline would show as November 11. My request is for the date/time on the activity logged in Gainsight match the email metadata of when the email was received.

14
jrich
Shoshin
2 days ago
N
Shoshin
nampreetatsafeShoshin

Allow users to resize image in Comments/RepliesNew Idea

It would be great to provide options for our community users (i.e. not just admin, moderators, etc in Control) to resize the images they attach to their posts/replies/comments as shown the attached screenshot below: There was an idea that is marked as resolved which only allows for image resizing in Control by admin and moderators:I’d like to see a resize option for regular users.

0
N
Shoshin
2 days ago
N
Shoshin
nampreetatsafeShoshin

Improve the workflow for Reported ContentNew Idea

 The workflow for moderating Reported Content is confusing.  In the Control Home > Contents > Reported Content queue we are currently experiencing the following workflow.  I’ve included suggested opportunities for improvements in sub-bullets in bold:A topic (post/comment) is Reported The topic is added to the Reported Content moderation queue The topic is still visible to the public Expected: Add an admin option to hide topics/content that are reported, until it has been moderated. Moderators goes to Reported Content queue in Control Home, and selects the item(s) to moderate: If Moderators clicks Resolve, the topic remains published.  In other words, “resolved” is the equivalent of approving the post as legitimate. If Moderators clicks Trash, the topic is sent to the Trash can, and the topic is unpublished. However, the topic remains in the Reported queue, until the moderator click Resolved. This isn't intuitive. Expected: Remove the “Resolve” button.  The "Resolved" button is

0
N
Shoshin
2 days ago
L
Team Captain
lpiconeTeam Captain
asked in Product Experience (PX)

Engagement Ids changes when in Draft mode

Hello,Went to add localization files to an engagement, forced into draft mode. Files kept returning an xliff error.After a few attempts, I downloaded a new xliff file - noticed that the engagementId between the original (pre-launch) and the launched (so now in draft mode) are not the same engagementIds. Stopped engagement, original files loaded without errors. Is this the expected behavior?  

0
L
Team Captain
2 days ago
byrnereese
Shoshin
byrnereeseShoshin

Allow page widgets to be used on Community landing pagesOpen

I love, love, love the customizability of pages within Gainsight Communtiies product. I wish however that I had the same ability to customize page elements on a community page. Right now all I can do is change the background image associated with the community and turn on/off the featured topics section. I would love to be able to add page elements like the one below.My use case relates to the need that we would like to better direct users to content specifically related to the community they are visiting. This could be a whitepaper, or other external resources.   

3
byrnereese
Shoshin
2 days ago
Rhonda
Shoshin
RhondaShoshin
asked in Customer Communities (CC)

Identify users who create or reply to posts within a certain time period

Hi :-)I’m running an engagement contest in June that will recognize users who create 1 post or reply to two posts. Is there an easy way to identify these users?It looks like I can create a Segment that measures activity within a certain time period and counts number of posts or replies but the count is for all time, not within the defined time period. 

3
R
Veteran Rookie
2 days ago
sfogg1234
sfogg1234Registered User

Add verbiage to enrollment notifications that they must register for the academy before accessing courses/learning paths.New Idea

Academy registration emails and the Learning Path enrollment emails go out at the same time because they are automatically enrolled when they are added to the LMS.  When they look in their email inboxes, the Learning Path notification email typically sits on top of the Academy registration email, so they end up opening the Learning Path email first and attempt to access their courses before they register, and receive an error.  IDEA: Add verbiage to the standard course/learning path enrollment notification that tells them they need to register to become a user of the Academy before attempting to access courses or learning paths.

1
marekkoszlak
2 days ago
O
oliverjeffcoteGainsight Community new member

PX Retention Reports: Option to select a rolling period of last X days or weeksNew Idea

The ability to create a retention report with a date which is always the last x days or weeks (similar to other adoption reports available.The reality is that when I am looking at my dashboards to understand product usage, all of my reports are looking at the last X days or weeks. This is with exception of the retention reports where they have to be manually changed each time I go to the dashboard. It makes sense to add the option for last X days or weeks to these reports too. It’s an issue especially in my case as we have some permission restrictions where a admin created the reports and dashboards and now I can’t permanently update the reports. Instead I have to either ask the admin, or duplicate and replace the reports on the dashboards to save the new dates. This makes the user experience less enjoyable and takes longer to get what I need from the product.

0
O
2 days ago
revote
Golden Ruler
revoteGolden Ruler
asked in Customer Communities (CC)

System emails breaks down when using Gmail app

I just renewed our System emails. I have tested them with Outlook and iOS native email client and email´s are there ok.Now our users reported, that when viewing System email in Gmail client (or from web) footer “jumps” to the left: Notice also that scroll bar in the bottom.This occurs only with Gmail app so is this problem in my email template and the code, or where? How to fix this? 😊

7
R
Veteran Rookie
2 days ago
sarahmiracle
ACE
sarahmiracleACE

Required field option in Gainsight Home (GS Home)New Idea

In C360, when you make an attribute field editable, there’s an option for whether it’s “required” or not.In Gainsight Home, there is no option for making it “required.” Gainsight includes a “None” option on picklist values even if the admin does not add it themselves. In C360, you can avoid letting a user choose “None” by making it “required.” However if you include that same editable field in GS Home, the user is able to choose None as a value with no error.  This is a huge issue for data governance and needs to be addressed! 

1
dayn.johnson
All Star
2 days ago
KatLeong
Gainsight Employee: Veteran Rookie
KatLeongGainsight Employee: Veteran Rookie
posted in All About Pulse

Registration for Pulse 2024 is LIVE!

The word is finally out! We’re so excited to announce that Pulse 2024, the largest industry event for customer-led SaaS leaders, is open for registration!If you are looking to use up some of that remaining 2023 budget, get a head start on 2024 planning, or seeking to advance your career with the latest insights in Customer Success, this is a great time to secure your spot at Pulse.Save The Date:Date: May 15-16, 2024 Location: America’s Center, St.Louis, MO Attendance: 3,000+ Customer Success, Community, Product, and Customer Education professionalsSuper Early Bird pricing is available NOW so register today to lock in the lowest ticket rate! Why did we choose St. Louis for 2024? Great Question! Since 2013, Pulse called San Francisco home.We’ve decided to move to St. Louis to make Pulse more accessible to our entire community nationwide!You can read more about the decision here in our blog post!

10
KatLeong
Gainsight Employee: Veteran Rookie
2 days ago
mfifis
mfifisRegistered User

Retaining data in fields after errorOpen

Hi! Would it be possible to have data retained in the registration fields after an error message is received?A new member was registering for our community and they missed the the Terms and Conditions checkbox because it wasn’t easily visible on their screen (the color grey is very light and difficult to see on their screen). Because they missed the checkbox, the data in the fields was not retained and they had to go through the entire registration process again. It was a frustrating process for the member.Thanks for your consideration and please let me know if you have any questions!

1
Cristina
Gainsight Employee: ACE
2 days ago
bjoern_schulze
MVP
bjoern_schulzeMVP

Better image handling (2): Have an automatic scaling processOpen

I want to propose two significant changes in terms of image handling, that will vastly improve the performance, cost-effectiveness and userfriendliness of the platformMake it possible to reuse images and assets Have an automatic scaling processHave an automatic scaling process(I’m using the example of badges, but this also works for other images and assets on inSided.) On inSided, you can upload images and assets with upto 5MB filesize. And every time this image is needed in the frontend, it is being loaded in its original filesize, no matter what image dimensions the image is being displayed in. So for example, you can upload badges with image dimensions of 480x480px that are 2MB large.So every single time any user opens a topic and any of the commenters has earned any of the badges, a 2MB large badge image will load and be displayed with 20x20px image dimensions. If you have a topic with several users that have earned badges, you can multiply the 2MB by the number of users. The same

2
Cristina
Gainsight Employee: ACE
2 days ago
bjoern_schulze
MVP
bjoern_schulzeMVP

Better image handling (1): Reuse images and assetsOpen

I want to propose two significant changes in terms of image handling, that will vastly improve the performance, cost-effectiveness and userfriendliness of the platformMake it possible to reuse images and assets Have an automatic scaling processMake it possible to reuse images and assets(I’m using the example of hero images, but this also works for other images and assets on inSided.) If a community wants to use the same hero image for different parent categories and categories, you have to upload the same local file several times, which creates several online files (one for each upload).So if if this hero image is 200kB large and you want to use it in ten different (parent) categories, your cloud space now occupies around 2MB of data instead of 200kB. This costs money (maybe primarily for inSided, but still). If you open each of the (parent) categories in the frontend, the hero image loads every single time, instead of loading it once and then storing it in the cache. This costs loadin

3
Cristina
Gainsight Employee: ACE
2 days ago
R
Veteran Rookie
rhallVeteran Rookie

Platform visibility needs changing to allow admins to access the Community when it is offlineOpen

If you are wanting to make significant changes to your Community which require both changes in the admin console and via the Community “Customize” button, you cannot do this in offline mode. Therefore you cannot make these changes without users being able to see incremental changes. This isn’t ideal for some situations. There needs to be an option to allow admins to customise the Community user interface (widgets, CSS, etc) while the Community is offline. There are some areas where the UI is easier to edit directly, but the changes can be made via the admin console (phrases for example). But there are some things you can only do via the “Customize” button in the UI (widgets, etc).I have got around this by using this code in the “Insert in <HEAD>” section of the “Third-party Scripts”….<style> body{ display:none;}</style><script>//Maintenance Screenlet useMaintenance = false; // Set to true for the maintenance window and false for the normal screen.if(useMaintena

2
Cristina
Gainsight Employee: ACE
2 days ago
Eva
Veteran Rookie
EvaVeteran Rookie

Customer Communities: Enable the export and import of phrasesOpen

Hello!It’s not yet possible to export or import phrases in CC (see here for background), so I’m submitting this idea: Enable the export and import of phrases. There are several benefits of exporting and importing phrases = UI text:Efficient management: easy way to manage phrases → save time and effort in handling especially large volumes of text. Enhanced collaboration: translation/review/QA/editing of phrases by various experts outside the community (for example language professionals and marketing teams) → easier collaboration. Professional translation: use professional translation tools/translation memory tools and industry-standard formats → accuracy and consistency in localized versions. Consistent language: maintain consistency in language and terminology across a community → cohesive user experience for all users. Centralized repository: store all phrases in one file for easy access, without manual searching and editing of individual phrases → increased efficiency. Quick updates

1
Cristina
Gainsight Employee: ACE
2 days ago
bjoern_schulze
MVP
bjoern_schulzeMVP

Improve Page Performance and SEO by allowing .svg and .webp file typesOpen

Why:Page performance plays a huge role when it comes to user experience and SEO, therefore cutting back loading time whenever possible is very important.How:Modern image formats such as .svg or .webp offer a better image compression and display quality (as well as scalability in terms of responsive web design) compared to .jpg or .png while having smaller file sizes, i.e. needing less time to load on a web page.What:I propose to enable the additional image formats .svg. and .webp for image and icon fields in the community, such as:Hero Image (Home, Categories) Thumbnail Image (Categories, Quick LinksBeing able to upload and use those image formats will enable us to further save valuable loading time while providing the users with higher quality images (especially for retina displays).

1
Cristina
Gainsight Employee: ACE
2 days ago
byrnereese
Shoshin
byrnereeseShoshin

Greater range of default icon setsOpen

The out-of-the-box icons of a Gainsight community are a fixed set. This makes it hard for customers to execute on a design that looks and feels differentiated from the vanilla default style of a Gainsight community. I think it would be great if you could create a small library of different community icon sets that one could choose from. Icon sets could be in different styles.And within a given style it would be great if you could select from different color variations. Alternatively, maybe the default icon set could be made to be a little more color-neutral, as the default colors tend to clash with our brand. Not in a garish way, but not in a harmonious way either. 

1
Cristina
Gainsight Employee: ACE
2 days ago
G
Shoshin
Grzegorz ByrskiShoshin

Adding 'Updated Date' to Posts for Better TrackingNew Idea

Hi Gamechangers,I hope this message finds you well. I'd like to propose a small yet impactful feature that could enhance our community's experience. It's about adding an 'Updated Date' to each community post, alongside the existing 'Created Date'.In our line of work, keeping content current is crucial, especially for resources like release notes that are periodically updated. An 'Updated Date' would not only help our community members quickly identify the most recent content but could also improve the relevancy of search results.This feature would be particularly beneficial for us as we strive to provide our community with the most up-to-date information, ensuring they have access to the latest changes and updates.Thank you for considering this addition. It's a step towards making our community more informed and our content more accessible.Warm regards,Grzegorz

0
G
Shoshin
2 days ago
S
sarthaksRegistered User

Enable multiple records creation to a linked object from the linked object tab in a CTANew Idea

Hello - We have a use case where it would be helpful to create multiple records (opportunities, cases) from a CTA linked object tab. I do see a related idea: Any update on this?

0
S
2 days ago

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