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Mark Jongeling
Mark JongelingHelper ⭐️
asked in Customer Communities (CC)
When using the Control button, need login, then missing redirect

Hey everyone,When I press the Control button on a given topic, then it opens the back-end environment.However, since I don't do that every day I may be logged out and I have to sign in again.  Once I then sign in, the back-end homepage loads rather than the topic page I pressed the Control button on. After logging in and going back to the topic page and then pressing Control, the correct page in the back-end loads. Is there something that I can do this activate this or is this a missing feature?

312
revote
13 days ago
Erik_
Erik_Contributor ⭐️⭐️⭐️⭐️
Be able to see a list of users that have been invited but have not yet acceptedNew Idea

For some of our groups we're inviting hundreds of users. We need a way to keep track of those that have not accepted that invitation so we can send reminders after x time.Currently, we need to maintain a separate document to manually register which users have accepted. Control can show active users, it should also be able to show invited ones. 

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20
Erik_
13 days ago
Erik_
Erik_Contributor ⭐️⭐️⭐️⭐️
Be able to change the time that an invite link is validNew Idea

Currently, when inviting a user to a group, the invite link is valid for 30 days. There is no way to change that time period. Which means that, if you remove a user from a group within that time frame, they are able to rejoin.We use groups for beta testing with requirements. If people no long match the requirements, we need to be able to boot people from a group without them being able to rejoin.

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10
Erik_
13 days ago
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lfabbroContributor ⭐️
Notification to approve a postOpen

I find it odd that there are no email notifications when you need to approve a new post or response. We will be moderating all posts to start with but it means we’re going to have to have the control panel up and watching the pending queue constantly. Please can we get an email notification to alert us to log in?

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194
Erik_
13 days ago
mstruening
mstrueningHelper ⭐️
asked in Customer Communities (CC)
Keyword Blocker Notifications (for us and the customer)

Good day all!We just set up the Keyword Block after a curse got through.We tested it out and it works as expected except for 2 items:The warning to the customer does not explain WHY they are being moderated.  Can we modify the message to indicate that they triggered our blocked Words list and explain WHICH word did?  and further, allow them to edit?   As an admin, I do not get an email notifying me of posts pending moderation approval.  Can this be configured?

1207
logicalhare
13 days ago
ZapierSteph
ZapierStephContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Are Pending moderation flags sent as a form of email notification?

We want to make sure that we’re addressing Pending content in the Moderation Queue as soon as possible to provide the best experience for our users. Is there a email notification that goes out or can we automate an alert like we do when a Reported post comes in? Thanks!

1044
logicalhare
13 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
CANCELLED U.S, Thursday Admin Office Hours, Thurs Nov. 7th

Hello All -- I have to cancel the regularly-scheduled session of Admin Office Hours - I have been out of the office this week, and although I was able to sneak in our Tuesday session 2 days ago, I have conflicts today so can’t hold our usual session.We will be back to business as usual on Tuesday, Nov. 12 and will stay on that twice-weekly schedule up until Thanksgiving week!Have a great weekend and I will see you here online this coming Tuesday!Scott Drost

110
sdrostgainsightcom
13 days ago
Frank
FrankProduct Guru
published in Embeddable Widgets
Conversational Widget: FAQ

In this topic you'll find answers to common questions about the conversational widget. What is the conversational widget? The conversational widget consists of a trigger (a button to open the widget) and a pop-up modal used to display community content on pages of your website. 🛠 Questions about installation How much effort does it take to install the conversational widget on my webpages? About half an hour of implementation time. The conversational widget only requires you to add a snippet of JavaScript to your webpages. See How To Install The Conversational Widget. 🎮 Questions about look and feel / behavior What information about each topic is shown in the conversational widget? For each topic, the widget shows the topic title, the relative time since the topic was last active, and the avatar of the user who last posted in the topic. What aspects of the conversational widget can I customize? For the trigger, you can customize whether to use a button that appears on the side

103612
revote
13 days ago
Sudhanshu
SudhanshuGainsight Product Manager
published in Guides, tutorials and learning material
Getting Started with Custom Pages

Custom pages are separate pages that can be created and linked to from anywhere. For example, link to persona pages from the homepage using quick links or add a link to the custom page in the mega menu. Custom pages are not included in any section or topic. Instead, they have their own URLs that you can use to direct users to. When you create a new page, you can give it a unique URL.Custom pages can be created from scratch and linked to anywhere in your customer hub or any other web page or application. You can, for example, use custom pages to create unique landing pages for your customer hub or even new pages to embed content from sources other than CC.Creating a Custom PageYou can create a custom page from the control environment under Platform.  In your control environment, click Platform in the sidebar and select Custom Pages. Click Add Page in the top-right corner. Add Name, URL slug, visibility permissions and SEO metadata.  The URL of a custom page follows this pattern: "ht

150016
Kenneth R
14 days ago
MayurGhiya
MayurGhiyaGainsight Employee ⭐️
published in Platform Styling
Insert Third Party Scripts

This article guides community managers and administrators on how to configure the Third Party Scripts setting in Destination.Overview Insert Third Party ScriptsOverviewThe Third Party Scripts configuration in the community allows community managers and administrators to insert scripts and leverage features that otherwise require significant time and resources to develop from scratch. Some of the most widely used scripts by communities include Google Analytics, Google Adsense, and AddThis. Insert Third Party ScriptsIMPORTANT: The Third Party Scripts configuration settings are currently available in both Control and Destination. Based on the feature adoption in Destination and customer feedback, this configuration will deprecate from Control in the future. The exact timeline for deprecation is still under review and will be communicated as soon as available to ensure a seamless transition.To insert third party scripts in your community:Log in to Destination. From the Settings dropdown li

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MayurGhiya
14 days ago
A
AbidGainsight Employee ⭐️
Enhance the Dynamic Program functionality to handle the changes in sourceNew Idea

Hi Team,User used a DD as source in DP and added a field xyz 1 under owner field of create CTA step and the program was made active . Later the xyz 1 field was updated to xyz1 in source ( DD ) as result the field was removed from program and in owner id field of create cta step as well. Since it is just a label name which can be updated to improve read operation, it would be great if team can improve the functionality where such label changes does not impact the flow/functionality of Dynamic program. 

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61
P
14 days ago
bjoern_schulze
bjoern_schulzeHelper ⭐️⭐️⭐️
Customizable edit timeNew Idea

Status QuoCurrently there are two options to set the edit time for custom user roles (Control Panel -> General Settings -> Custom User Roles): 60 minutes Unlimited time (users can always edit their posts) 60 minutes is also the default value for the primary role "Registered Users". There are no further options to customize the edit time. All settings are global for all inSided customers. IssueIn our community we witness an increasing number of users who delete their own questions after they got an answer. Example: User A (Question): Why was my contract automatically renewed? User B (answers within an hour): Because you didn't cancel it. User A -> proceeds to edit own question (because it's within 60 minutes), deletes the question and writes something like "Nevermind". This content now doesn't have any value for other users with potentially the same question anymore. And as our community gets more and more vibrant, meaning it's getting more common for questions to be answe

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181
revote
14 days ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
posted in Product Experience (PX)
PX : 2021 - Content for Mastering PX!

2021 is an amazing year for us as we received the biggest honour as a product company,  “The Proddy Award” in the “User Adoption” category. This award is a testament to the tireless efforts of our employees globally who are driven by a shared passion to build great adoption and engagement products.  Numerous efforts have been made by our team to provide customers with best practices content and product help. So, what initiatives do we take at PX as a SaaS product to provide a holistic experience to our customers on and off the PX? PX on PX:We use our own product to boost adoption. On a day-to-day basis, we find opportunities and areas of improvement. We extensively rely on product ideas from the community, user surveys, customer NPS and CES scores.  If you want to know more about PX on PX, please do refer to this detailed post here. Digital Led: (Community + Office hours + Weekly emails on best practices) While we are doing everything just like the way we suggest our customers, we did

3272
Sruthimalla
14 days ago
bradley
bradleyExpert ⭐️
Allow Admins to Merge UsersNew Idea

We have several types of record merge capabilities in Gainsight CS. Right now merging (or even deleting for that matter) Users is not one of them.Being able to manage your user records is a pretty fundamental aspect of a software tool and it is surprisingly lacking, and if you ever encounter duplicate records it causes a huge headache.

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bradley
14 days ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in AI Inspiration and Insights
The Counterintuitive Truth About Customer Success Platforms

 Remember when everyone was jumping on the digital transformation bandwagon? When every startup was racing to adopt enterprise-grade solutions? Well, here's a controversial take from someone who sells Customer Success Platforms (CSPs): sometimes, buying one too early can hurt more than help.The Early-Stage Startup ParadoxIf you're running a small company with fewer than 50 employees and managing under 100 clients, you might be tempted to invest in a CSP to "do things right from the start." As counterintuitive as it may sound – especially coming from a Gainsight executive – this could be a costly mistake.Through years of industry observation, we've witnessed countless promising startups struggle with CSPs (yes, including Gainsight) and eventually churn. The pattern is clear enough that it demands honest discussion.Why Small Companies Struggle with CSPsThe challenges are more fundamental than you might think:Data Quality Issues: Early-stage companies often lack the volume and consistency

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meenal_shukla
14 days ago
Aman
AmanGainsight Employee ⭐️
posted in Meetings & Office Hours
CrankUp Technicalities : Building a Safe Community: How to Defend Against Spam Attacks | Gainsight CC

Hey There,Join us on Monday, 25th November, 9 AM PST for an exciting, interactive webinar about Safeguarding your Community from Spam attacks, where you'll discover strategies to protect your community from spam and keep it thriving! Learn how to create a safe, engaging space where your members can interact freely, without interruptions from unwanted content. Don’t miss this chance to elevate your community management skills and build a stronger, more connected space for all. 🔥 What’s On the Agenda?Spam Defense Best Practices: Discover quick and effective strategies to recognize and manage spam like a pro. Setting Up Keyword Blockers: Learn to activate keyword filters that stop spam in its tracks. Activating Spam Filters & Moderation: Keep spam out with tools that automate and streamline moderation for you. Spam Prevention 101: Gain insight into enabling automated spam protection. Instant Alerts for Flagged Posts: Set up email alerts to catch flagged posts in real time and respond

220
Aman
14 days ago
sferrell
sferrellGainsight Employee ⭐️
posted in Customer Success (CS)
EdTech & Health Scoring During Summer Break - How to deal with "red" adoption scores when schools are not in session!

Hello EdTech Gainsight Community! 😎 I recently had a conversation with someone working in CS Ops at an EdTech customer of our’s. They asked a really important question: how do we avoid health scores dropping to red during the summer, when the adoption measure drops to zero?  I thought I’d share this out to the community to get feedback from others who’ve come across this challenge. If you have any ideas, please drop them in the comments below! 👇 Here are some initial ideas to get the conversation started:Pausing the adoption measure rule from June 1st - late August Adoption data will essentially “freeze” to reflect usage at the end of May from June to late August In late August, when school is back in session, rule can start running again to pull new usage data Change the logic of the adoption measures to look at year over year usage averages for each month  Adoption measure score is based on the % change from last years usage to this year’s usage Red-Yellow-Green scoring is entir

1222
talexis
14 days ago
A
ana_gHelper ⭐️
Ability to pin a Timeline activityDiscovery

Our client timelines are reviewed by a number of different users, from CSMs to Management to others who support the account and need to quickly sift through Timeline activity notes to pull details for QBRs. It would be helpful if the CSM could pin a particular Timeline activity to the top of the Timeline to flag for review by others. So for example, if the CSM logs an update, he/she would include the most important points in that activity so others don't have to spend time reading all of the long email chains, etc. just to get to what they need, while CSMs won't need to change their process of logging activities.

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66836
L
14 days ago
rwilde07
rwilde07Contributor ⭐️⭐️
posted in All About Pulse
Sneak Preview - Pulse Europe - Supercharge your CS Career

Join me at Pulse Europe to explore how to step off the traditional career path, redefine success, and gain practical strategies to drive your own professional growth in Customer Success. Watch now to get inspired!   Can’t wait to see you there! 

255
rwilde07
14 days ago
Albin Forslund
Albin ForslundContributor ⭐️
posted in All About Pulse
Presentation at Pulse 2024 - Fast Track to Excellence: Halving Onboarding Time While Achieving +80 NPS

Hi everyone, On the first day and first session of Pulse EU 2024 I will run a presentation called: Fast Track to Excellence: Halving Onboarding Time While Achieving +80 NPSIn this session I will share what we did and what we learned in our project to make onboarding smoother and more efficient. If you have any input or thoughts on the topic, let me know and I may cover it in the presentation. My goals is that you leave this session inspired and equipped with valuable insights on:Stakeholder Alignment and Engagement: Strategies for getting buy-in from both internal teams and external partners. Onboarding Journey Analysis: Identifying and smoothing out the rough edges in your process. Automation in Onboarding: Leveraging technology to enhance efficiency and consistency. Leveraging Gainsight: Tracking, measuring, and reporting on onboarding metrics. Integrating Systems for Transparency: Ensuring internal communication about customer status for seamless coordination. And even a bit of prod

323
Jagari Das
14 days ago
TMaier
TMaierHelper ⭐️
Stop automatically adding parenthesis to filter logic in report builderNew Idea

Recently (possibly with the switch to HA reporting), the report builder has started automatically adding outside parenthesis to filter logic statements. This is unnecessary, and when I need to add specific subclauses I have to go in and clean it up.  Example: A AND B AND C is saved as (A AND B AND C) - the parenthesis don’t serve any purpose. I would like to add a D OR E subclause to the logic. So I put the new filters in place, and need to end up with A AND B AND C AND (D OR E). I’ve got to go clean up the automatically-added parenthesis, which never did anything anyway. It would be more convenient if those weren’t added in the first place.

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18720
angela_domenichelli
14 days ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
Email Link TrackingNew Idea

As a Gainsight Admin, I need to see the email template versions that have specific URLs that are clicked so I can complete a/b testing and iterate on design based on the person receiving the email opening a specific link. Currently I can report on click rates across a Program and Email Template, but not at the URL level.  So , if the email versions include more than 1 link (which they often do) I cannot tell which link is being clicked.  A good example is, there is a link to drive an action or 1 to contact Support and we want to track the actionable link’s success rate.  We can track how often the URL is clicked at a Program level with AO Link Clicked Analytics, but that does not drill-down to the email template and version level. It should be an easy, out of the box dataset within Gainsight to track the URLs within an email template and version.

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210
angela_domenichelli
14 days ago
Ester.Memoli
Ester.MemoliHelper ⭐️
Be able to customize the "Create" button in the new C360New Idea

Hi all,I think it could be nice to have the possibility to customize the options available in the new C360, for the button “Create”.For example, my team would like to have “Call” instead of the 3 that are there. Thanks

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dayn.johnson
14 days ago
aaronhatton
aaronhattonHelper ⭐️⭐️
Add the ability to create contact records from a timeline entryDiscovery

It would be great if I could add a new contact from Timeline entries. The contact I am trying to add as an external attendee doesn't exist so now I need to go back to people, add them, then try again (less likely to do that). If I could be prompted to add the contact, fill in any fields required and hit save, then continue doing my timeline entry, it could help ensure proper record keeping  

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735
dayn.johnson
14 days ago
cweber
cweberExplorer ⭐️⭐️⭐️
Feature Request: Simple Course Satisfaction Indicator (Thumb-Up/Thumb-Down)New Idea

I’d like to request a new feature for our LMS: the ability to enable a simple thumb-up/thumb-down indicator at the course level. This would allow users to quickly rate whether they found the course helpful.While my team currently embeds surveys for learners to take at the end of specific learning paths, this simpler satisfaction rating (that designers could toggle on/off within the course settings page) would provide a couple key benefits:Quick Feedback: It offers learners an easy, low-effort way to express their satisfaction. Course-Level Insights: It would give us a course-specific satisfaction metric that we can view and analyze on the Analytics page. This would help us spot trends and assess which courses are delivering value to users and which need our attention.I this this addition would enhance the feedback process and improve our ability to assess course effectiveness. Thank you for considering this request!

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221
J
14 days ago

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