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tgainsightContributor ⭐️
Allow for funnels to show branchingNew Idea

Allow for Funnels to show Branching.  Imagine you have a step that is taken more than 15 times over the course of use in an application.  For example: if you use Photoshop and you want to know what are all the immediate next steps users take after adding a new layer to their designs. They may create 100 layers and take over 500 steps in their photoshop application before making the layer.  This would be impossible to track using the path analyzer.  The path analyzer only shows 10 steps. And who want to search through a tree to find all the instances of the action. If layers were created in step, 2,6,10,12,15,16,17,22 you would lose visualization to interactions.  if you had a way to treat all steps as one line then show all the immediate next steps, this would be helpful.   

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14 days ago
jgasparro
jgasparroGainsight Employee ⭐️
posted in Customer Communities (CC)
Integrating Customer Communities (CC) with Gainsight CS

 A healthy Customer Community has many positive impacts, a lot of which directly impact your Customer Success motions. Because the goals of these two products align so well, there are many opportunities when using these tools together.The Community Data Integration enables Admins to connect their Customer Community tenants to Gainsight CS to gain even further insights into the health of their customers.Explore how to use these two products together in Integrating Customer Community Data with Gainsight CS on Gainsight University.Check it out today! 

170
jgasparro
14 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
Remove KPI icon in Gainsight Home Summary RibbonNew Idea

The new Gainsight Home is really flexible and customizable - a far cry from the old version. I love to see it.However, there’s some unnecessary design elements going on. This KPI icon in my custom KPI reports for the summary ribbon is completely unnecessary. It takes up valuable space, and actually makes the KPI less noticeable.The purpose of a KPI report is simplicity - just a title and a number. Adding this icon puts the focus on the icon instead of the report. The number is smaller than the icon….Please remove the unnecessary KPI icon.In fact, there was a similar post in the old version of report builder (pre-Horizon) where people also wanted the icon removed. That says a lot to me. 

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293
bradley
15 days ago
jgasparro
jgasparroGainsight Employee ⭐️
posted in Customer Education (CE)
New to Customer Education (CE)? Check out Gainsight University!

22 Microlearning Courses on Customer Education (CE)!If you’d like to learn more about CE, check out Gainsight University. We’ve got 22 innovative microlearning courses ensuring you can leverage its full potential to elevate your learning and teaching experiences.Why Microlearning?Microlearning breaks down information into bite-sized, manageable pieces, making learning accessible, efficient, and impactful. These courses are perfect for busy schedules, allowing you to learn at your own pace, anytime, anywhere.What's in Store?Academy Setup and Customization: Discover the basics and navigate the platform with ease. Course Building: Learn how to create compelling courses that captivate your audience. Learner Management and Engagement: Master the art of engaging with learners and providing feedback. Certification and Analytics: Dive deep into analytics to track and enhance learning outcomes.These courses represent a significant step forward in our commitment to fostering a culture of continu

170
jgasparro
15 days ago
katherine.guenoun
katherine.guenounContributor ⭐️⭐️
Ability to turn off username/initials display on Knowledge Bot > Feedback tabNew Idea

Problem:  When users open the knowledge bot > Feedback tab, they see a generic “HI” in the top left corner, instead of user initials. We don’t allow PX to collect collect PII from users, so PX doesn’t have users’ names or email address to display here.Solution: Add a knowledge bot setting to turn off displaying user name/initials/email address on the Feedback tab. This would reduce confusion for users submitting feedback, and ensure the bot doesn’t look broken.When editing the bot, should be able to turn off displaying user initials icon, User Name, and email address. 

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katherine.guenoun
15 days ago
katherine.guenoun
katherine.guenounContributor ⭐️⭐️
asked in Product Experience (PX)
Knowledge Bot Analytics - Track CTAs/link clicks in articles

How can I see CTAs/link clicks on links embedded in knowledge bot articles? Views aren’t very helpful, because any time a user scrolls past an article, I think it counts as a view. I want to know if they click the CTA in the article.  

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katherine.guenoun
15 days ago
KimStocks
KimStocksContributor ⭐️
asked in Customer Success (CS)
How to Transition CSMs from OneNote to Gainsight CS

We are eight months into our Gainsight implementation, and we have CSMs that previously documented their account work in OneNote.  They understand the value of timeline entries and the AI Cheat Sheet.  However, we are getting asked about the ease of searching in OneNote and how it doesn’t seem that easy in Gainsight.Has anyone gone through this and can offer assistance?

598
victoria_peeker_barry
15 days ago
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
Eliminate silent JO failuresDiscovery

Hi allFollowing an interaction with support and a recent silent JO failure, would like to request they please disappear altogether.Scenario:Data set A is modified because some parts of it are not relevant to a region, which impacts custom fields and how they’re used in version criteria Email version filters are forgetfully not remapped/removed - the field shows as blank in versions Program is set to publish later - everything works, it shows as “scheduled” At publication time, program reverts to draftYes it sends an email, but it should just not allow you to save (just like it doesn’t when you have forgetfully not mapped email tokens in some versions). When I publish for later, I need to know now that something’s missing at this very moment, with an error message like we get for email tokens not mapped. Not in the middle of the night because I’m not there and that is why I have published it for later.I would also argue the default email should send anyway.In short: no silent failures o

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1308
dayn.johnson
15 days ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Deliver Customer Success
🎬 Webinar Recording: The Power of Working Better Together with Gainsight PX+CS

During The Power of Working Better Together with Gainsight PX+CS webinar, we discussed PX+CS use case maturity, reviewed tangible exercises to help Product and Customer Success teams develop strategic PX+CS use cases, and highlighted the amazing things that can be done with PX+CS integration for various types of pricing models.  Missed our webinar? You’re in luck! You can find the recording below. And check out this Gainsight University course to learn more about building your PX+CS strategy (team exercises included).  

1063
AngelaBrown
15 days ago
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ChetDeltekContributor ⭐️
Built in PX option to anonymize PII for all users at the account level.New Idea

With the growing concerns around data privacy, we’re experiencing more and more feedback asking us to anonymize their data. While we can develop this solution from within our product it requires engineering to manage all of it which leaves the PX admin out of the loop, and it’s just easier for us to disable Gainsight tracking altogether.  It would be great if we could whitelist/blacklist accounts in PX which would encrypt certain attributes.

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C
15 days ago
Erseburse
ErseburseContributor ⭐️⭐️⭐️⭐️
Ability to Configure Custom Timeline Views for End UsersNew Idea

There was a recent update to allow admins to configure custom views for cockpit for End Users. When will this awesome feature be available for timeline? Would be great to set these up ahead of time to reduce burden for CSMs who wont know how data is organized in Gainsight to select fields, Thanks!

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16817
Tomas Trijonis
15 days ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
CC User export: include group activity in metricsNew Idea

When generating an export of Community Users, some activity metrics (total_topics, total_comments, total_answeredcomments, total_likes) are included. Posts in groups are not included in these metrics, though, which makes it impossible to get an overall view on the user’s activity on the Community.

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Jef Vanlaer
15 days ago
andrew_biehle
andrew_biehleGainsight Employee ⭐️
Checkbox to ignore case auto-assignment rules option in rules engine when creating a CTA.New Idea

When building a rule to create a CTA it would be great to have a checkbox option that will tell rules to ignore case reassignment rules so CTA's aren't reassigned to the wrong user or queues. Maybe somewhere during the setup action:

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363
B.Abrahams
15 days ago
KellyBebenek
KellyBebenekHelper ⭐️
asked in Customer Communities (CC)
Are user groups down?

Are user groups down? Customers can no longer access the link to join private user groups and I can no longer generate the URL to invite a user.

202
KellyBebenek
15 days ago
gunjanm
gunjanmExpert ⭐️
New In-Line Editing (Company, etc) IdeasNew Idea

LOVE that this is finally available, love that it is controllable at not only the report but also the field level. However, here is some feedback, in order of priority:Restricted to tabular reports only, e.g. not drill downs. This limits our usability greatly. There’s a tradeoff to be made here on dashboard cleanliness. Still not possible on Scorecard widgets. This creates a huge disconnect since we especially need editability to be all connected with Mass Edit reports. That’s literally the point.  Not possible on row-grouped reports. Maybe for the field that is enabled for row grouping, I could understand. But why not for the other columns? Because the report grouping and sorting may not be live-updateable anymore? 

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803
dayn.johnson
15 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Thursday US Admin Office Hours (CS Platform): Oct 24, 2024 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hello everyone!This thread is for our upcoming Thursday Admin Office Hours session on Thursday, October 24, 2024 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, October 24, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/95564886548?pwd=SGZyVmM2NGpYSW02RU5XY2x5TjJhUT09 Meeting ID: 955 6488 6548Passcode: 296864 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/aeD4b4SdoB

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K
15 days ago
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laura.fieldsContributor ⭐️
Ability to remove default Timeline Activity TypesNew Idea

Our team would like the option to remove default Activity Types for Timeline entries. There are specific types we do not want our team to choose from and we do not have the option to remove if they are default values. 

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L
16 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Fully customizable labelsOpen

Similar to a closed idea from two years ago: And a broader version of what I’d be looking for in this idea I just submitted:  Ideation Status Labels are fully customizable by color and text. It’d be great to have for topic labels as well. The ability to add ad hoc custom labels to a topic is nice, but ideally I’d be able to edit the default labels and/or our custom labels would also show in the label drop-down list. Our taxonomy for labels is a bit different than the defaults, so showing those (and not the custom labels) causes confusion and inconsistency on how labels are applied. 

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284
atwhite
16 days ago
bradley
bradleyExpert ⭐️
Support Custom Events for Cockpit and Task Real Time RulesDiscovery

I don’t really know where to start with this, so I’ll start with the top line request: Please support Custom Events for Cockpit and Tasks for Real Time Rules. The out of the box events are nice if you happen to have a use case for them but rules are most useful when they are robust and right now these are not. The lack of support at launch for custom events really should have been called out in the release notes themselves at the time of release in my opinion as well, not noted by omission of their support in another document as it’s a pretty important detail: I will likely have a different post on the existing documentation on this, but please upvote if you would like custom processes supported for Cockpit and Tasks in RTR!

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sdrostgainsightcom
16 days ago
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BrittanyReichwaldContributor ⭐️⭐️
Scheduled Reporting ManagementNew Idea

Hoping to be able to run a report on all reports that have a scheduled send cadence. This would help me audit, clean up, and update certain reports as I know they are the ones that need to be updated since they are sent out.

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483
W
16 days ago
jillian.bejtlich
jillian.bejtlichContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Anyway to get unique visitor count through API?

Anyone know of a way to pull in the unique visitor number from the Analytics > Audience using API? Or really any of the audience data?

90
jillian.bejtlich
16 days ago
J
jadkins.iiqContributor ⭐️⭐️⭐️
Passing Label Information from PX to CS on NPS SurveysNew Idea

We love the NPS analytics being passed from PX to CS. We recently discovered we could add labels to the NPS Survey to gather additional information. LOVE that! However, we have discovered the labels do not seamlessly pass from PX to CS with the score and comment box. We would love to see that added to the integration. 

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J
16 days ago
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Customer Success (CS)
Recording: CS CrankUp Technicalities - Verified Outcome Framework

In case you missed it we conducted a webinar on Verified Outcomes Framework where we covered how VO and ROI strategies can significantly enhance your business performance. Below is a recap of the key sessions from this insightful event:Why Verified Outcomes - Importance of Verified Outcomes in driving tangible results. We highlighted how aligning your business objectives with clear, measurable outcomes can lead to sustained success, helping you better track progress and achieve long-term goals. 🎗 Gainsight Best Practices - Sharing Gainsight best practices for effectively utilizing VO Framework, providing actionable insights on optimizing customer success efforts to maximize ROI. 🎗 VO at scale - How you can implement the Verified Outcomes Framework at scale, ensuring consistent results across your entire customer base while maintaining operational efficiency. 🎗For a more insights on these key takeaways and to learn how you can apply them to your business, we encourage you to watch th

730
Anjali Goswami
16 days ago
cmultanen
cmultanenHelper ⭐️
Fix Currency Field Behavior in Case StatementsNew Idea

I was working with GS Support on an issue with case statements in Rules Engine and it was determined that if you configure multiple case expressions with the same number/currency (such as ARR) in a single task, Rules Engine will use the same output from the first case expression for all other case expressions in the task. It was determined this was a “limitation” instead of a bug and the proposed workaround solution was to create another transform task and duplicate the number/currency field so that a unique field is used for each case.I would argue this is not a feature limitation but a bug with case expression behavior. Please consider fixing this in a future release. The workaround works but it requires additional for admins just to use out of the box features. 

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cmultanen
16 days ago
AlexaRubin
AlexaRubinContributor ⭐️⭐️
Home Page: Add ability to Filter myPortfolio widget OR "Ignore Global Filter" flag for certain widgets (tasks)New Idea

There are 2 very simple asks that we need for our home page. Does anyone have a workaround for this? 1. Cockpit/Tasks widget that shows all of your assigned tasks, not just who you are the CSM for (did this by removing the global CSM filter)2. Portfolio that shows only the customers you are CSM for (only could achieve this by having the global CSM filter I had to remove since I can't filter this widget).

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AlexaRubin
16 days ago

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