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cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Understanding Webhooks and APIs in Gainsight CE

While in the admin side of Gainsight CE, you might come across the terms "Webhooks" and "APIs." On a high level, they’re tools that can help you streamline your LMS processes inside and outside the Gainsight CE product.Keep reading for a breakdown of what they are, how you might use them plus the difference in this image from Zapier!Webhooks: Automatic Notifications for Real-Time UpdatesWebhooks automatically send information to your systems whenever a key event occurs in Gainsight CE.For example, webhooks can notify your system when: A learner activtivates their account in Gainsight CE   A learner enrolls in, starts, and completes a course.  A learner registers for an instructor led training (ILT) session.  A learner enrolls in, starts, or completes a learning path.Why Use Webhooks? 🤔Webhooks are useful for keeping your records up-to-date without manually updating them outside of CE. They also ensure that your colleagues or stakeholders who may not have Gainsight CE admin access can

130
cdonargo
19 days ago
Brayden
BraydenGainsight Employee ⭐️
Add Created Date as an available field for Activity Timeline Type ConfigurationsNew Idea

Hi Team,I am submitting this idea on behalf of a customer. Issue: With Gong Recordings taking as long as they are to be created in Gainsight it is causing so much unneeded attention and concerns.One very seemingly simple thing we want to do is to display the Activity Created Date on the Timeline Activity, yet for some reason it is not available.Solution: Make Activity Created Date/Time available as a field to add to our Activity Timeline Types Page Layouts.Or, if I am missing something, please don't hesitate to humble me and tell how I can add it.Another solution is to allow us to create formula fields on Timeline. It would be helpful to have the option to give visibility on the Timeline Activity. This would shed light on situations for which Activities are retroactively created. Currently, the only way to get this visibility is by creating a Report on Activity Timeline. 

0
Brayden
19 days ago
cmultanen
cmultanenHelper ⭐️
Allow the use of Equals when filtering DatesNew Idea

Currently, if you try to use the Equals operator for time periods when filtering on date fields in Rules Engine, you get the following error:  This means that I have create one filter to be >= This Year and another to be < Next Year which is not a great admin experience. There is no such limitation in Report Builder. Can we please have parity between date filters in Rules Engine and Report Builder?

0
cmultanen
19 days ago
R
RishiBContributor ⭐️
When will Meeting Assist be integrated with Google Meet?New Idea

Is Google already on the roadmap to integrate with Meeting Assist?

1
john.cowles
19 days ago
gunjanm
gunjanmExpert ⭐️
Goals & Objective Association - Thanks, but Improvements Please...New Idea

We're happy to finally see that there has been some progress made on this. However, the actual functionality is quite sub-par. Once a Goal is associated to an Objective CTA, there is no indication about these associations on either the Objective level or the Success Plan --> Goals level. Since we are heavy users of external sharing, this is going to lead to a gap with our customers where we can't show them the steps we are taking to help achieve their Goals and the progress toward them. The only way to actually get to it is by navigating to the Customer Goals C360 tab. It should be far better integrated.This is how a support rep summarized this feedback and visualized it: https://share.zight.com/kpuvd1d6

0
gunjanm
19 days ago
B
balajibvContributor ⭐️⭐️
asked in Customer Success (CS)
Formula Fied - Date Difference - Hours

Im creating a report to see how many hours it takes for the Gong-Gainsight integration to create timeline entries since the activity happened.In the interval, I cant find Hours. Also the resultant value is not decimal either.What is the reasoning for not having Hours, Minutes, Seconds when literally there is Milliseconds? Maybe I should submit that as an Idea.Also I noticed, it ignores the “Time” portion and simply shows the “Day” difference. However same formula shows milliseconds in difference where it considers the time portion. Its confusing how same formula behaves differently based on Interval. This is incorrect as the interval should only affect the FRACTION of the result, not the behaviour.  

1
B
19 days ago
K
K_C_Gainsight Employee ⭐️
posted in Meetings & Office Hours
Proactive Outreach Strategies for Customer Success | Day in the Life of a CSM webinar reacap

We had an incredible time together during the recent webinar on Proactive Outreach Strategies for Customer Success! 🎉 If you missed it, here’s a quick rundown of what went down.Key Highlights:Proactive Engagement Techniques: We dove deep into how to engage customers proactively throughout their journey. It’s all about ensuring continuous value and satisfaction. Remember, the goal is not just to keep the lights on but to make sure your customers are thriving with your product. Personalized Communication: Using customer data to tailor outreach isn’t just a “nice-to-have”—it’s a game changer. We explored practical ways to make interactions more meaningful and relevant to each stakeholder. Whether you’re engaging with an Operations team member (Olivia) or a CCO (Pam), personalization is key. Leveraging Gainsight for Success: We showcased how to put these strategies into motion using Gainsight. From Success Plans to Scorecards and exciting AI-powered tools like AI Cheat Sheet, AI Meeting A

2
dayn.johnson
19 days ago
D
DrWarmthContributor ⭐️⭐️
asked in Customer Success (CS)
New icons in Tables and Drilldowns (Account, Users) - able to turn off?

As of the 24 Aug 2024 release I see that icons now appear beside Accounts and People (Users) - is there a way to shut those off in Admin?  I can see the value in certain instances, but in our case these can be pretty distracting when scrolling through the data within Table reports and drilldowns. Ideally, we’d be able to flip a toggle to display icons within our instance (overall) or even better within a given report.

1
bradley
19 days ago
B
balajibvContributor ⭐️⭐️
asked in Customer Success (CS)
Where did Objectives go?

Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.  Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either. 

3
bradley
19 days ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
published in Exports
Overview of exports and their content

There are several tools that can be used to gather data from your community: CC analytics tool, Google Analytics, Omniture, Coosto, Tracebuzz, Buzzcapture, and many more.These tools can also be used to compare your community data to your other social channels and website. This document focuses on the process of how to create a report based on the CC analytics tooling and gives a brief description of data that can be derived from Google Analytics. If you work with other tooling, please consult your Community Consultant.  CC analytics toolThe CC analytics tool can be found in your control environment in the navigation on the left side of the page (see figure 2). On the export page you’ll find a variety of downloadable exports. It is possible to get reports of the activity by exporting report files of a specific timeframe. There are 8 different exports:   Post Topic Private messages User Moderator action Login Mark as answer  NAME DESCRIPTION ANALYSIS EXAMPLES Post export This expo

8148
revote
19 days ago
genells
genellsContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Audience Dashboard vs Login Export CSV data comparison inquiry

Hi Community Members! Hoping someone can help me with with a confirmation on my logic when reviewing two separate data points from my Gainsight Community CONTROL Analytics view. Screen capture Audience dashboard and Registered unique visitors I pulled two data sets: Under - Analytics - Audience dashboard and Registered unique visitors Export CSV for Login Same date range for both items.  My question is: should these two data points match? Ex: If my registered unique visitors show 100 should the export csv showcase (with the appropriate calculations) 100 unique logins? Trying to verify if these two data points are one and the same with simply different terminology (login vs registered unique visitors).  Using my Audience dashboard can sometimes get confusing as we have a private community so other data points like guests don’t really equate into our scenario so any help understanding this dashboard is greatly appreciated! Thank you! 

2
genells
19 days ago
jenniferpa
jenniferpaHelper ⭐️
Add Search Dynamic Program Email Preview for Specific ParticipantsNew Idea

With the release of Dynamic Programs, the email preview is limited to a random sampling of 19 participants.  This is a loss of functionality from the “Old Version” where we were able to search the email preview by email address to view the email version with data for the specific participant to validate version filter and merge field configuration.  It also prevents us from being able to send the participant version email copy to our email requestors for review and approval; if we send from email template, the merge fields will display default values instead of valid participant data.   According to Support, the “Old Version” participant search functionality was due to a loophole to see participants outside the 15 provided as a sample. this loophole was removed because Maintaining data for every synced participant even before the program gets published could lead to performance issues. Without the ability to search for specific participants who meet  complex version criteria, we are fo

0
jenniferpa
19 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
Make editing of timeline activities a user configurable permissionDiscovery

I couldn’t quite find a product request that matched, but there are several out there about allowing non-author of Timeline activities to be able to edit.I’d love to a configurable permission to either allow or disallow a user’s ability to edit Timeline activities not logged by that user.The use case for us is that CSMs log timeline activities in the future to reference a scheduled interaction. If CSMs leave or accounts change hands, that new account owner may need to edit the future scheduled timeline activity, to add Notes or adjust any other timeline details.

38
ChiragJ
19 days ago
Kaori Wakui
Kaori WakuiGainsight Employee ⭐️
published in レポート・ダッシュボード
レポート：グラフの色や表示名の変更

 レポートを作成するときにグラフの色や表示名を変更したいケースがあるのでここでご紹介します！ フィールド名の表示名の変更カウント数などをShowmeに入れるとレポートの表示名が「カウントのイベントプロパティ」と分かりにくい表示になります。こちら左側のShowmeの中でフィールドの歯車マークをクリックすると「フィールド表示名」という項目が出てきますのでそこで表示したい名前に変更することができます。こんな感じで表示されます⬇︎ グラフ内の表示変更グラフ内に出てくる例えば「True」「False」などの表示を変更されたいときは対象となるフィールドの歯車マークをクリックすると「エイリアスを設定」というボタンが出てきます。ここで修正します。こんな感じ⬇︎  グラフの色の変更Trueは全部青にしたい、Falseは全部グレーにしたいという場合にどのようにセットするかご紹介します。オブジェクト毎に色を設定することができます。レポートの設定からカスタムカラーのタブをクリックするとオブジェクト毎にカラーを設定できます。今回のケースはCTAの完了済みの色をTrue→青、False→グレーとしていますこれで保存をすると先ほどのレポートの色が反転していることが分かります⬇︎ヘルプページ 是非活用いただいてよりわかりやすいレポート/ダッシュボードを作ってみてください！

110
Kaori Wakui
19 days ago
laura.porcincula
laura.porcinculaContributor ⭐️⭐️⭐️
Improved alt text optionsNew Idea

The alt text features within the platform need massive improvements.My first request: Add an alt text option for event images. I need a work around for this asap. I’m working on an event educating folks on how to create inclusive content with alt text, and some of our speakers are visually impaired. It’s very embarrassing to promote an event on alt text, when I’m not actually using alt text.Second request: Create an option to add the alt text without having to use the code section (the platform often strips my code which is realllly frustrating if I’ve forgotten to save)Many industries are required by law to have alt text included. Accessibility in general should be a priority, not an afterthought. Please make this a priority! cc: @olimarrio @valerie.molina @kathleenkenny23 

1
laura.porcincula
20 days ago
laura.porcincula
laura.porcinculaContributor ⭐️⭐️⭐️
Add buttons to Event pages and ArticlesNew Idea

I’m constantly hyperlinking to different articles/events across our community and it would be beneficial for me to be able to insert a button within the event description or article for a seamless user experience.

0
laura.porcincula
20 days ago
G
gloriamavunguGainsight Employee ⭐️
posted in Meetings & Office Hours
🚨 PX Webinar Alert: Register To Elevate Your Survey Strategy 🚨

 Ready to improve your customer engagement? Join us on August 28th at 8 AM PST for our "From Data to Discovery - The Insightful World of Surveys" webinar.  Discover how Gainsight PX can help you turn customer feedback into powerful insights and actionable strategies. What You'll Gain:💡 Survey Mastery: Discover the value of different survey types. 🔍 Practical Insights: Learn how to set up and analyze surveys in PX. 📈 Tailored Strategies: No matter your experience level, gain targeted insights: Level Beginner: Identify promoters and amplify their advocacy. Level Intermediate: Use feedback to enhance your product features. Level Advanced: Segment your users for personalized engagement.  Can't join live? Register anyway, and we'll send you the recording link so you can watch it at your convenience! 👉 Register Now and transform your feedback into powerful strategies!

1
G
20 days ago
G
gloriamavunguGainsight Employee ⭐️
posted in Product Experience (PX)
PX CrankUp Recap - From Data to Discovery: The Insightful World of Surveys - August '24

In the recent webinar, "CRANKUP TECHNICALITIES: From Data to Discovery: The Insightful World of Surveys," @srinivas myakala and I discussed how you can elevate your customer engagement strategies using Gainsight PX. If you missed it, don't worry—we've got you covered with a full recap that highlights why Gainsight PX is the go-to tool for transforming feedback into actionable insights. Survey Mastery: The Power Of PX EngagementsThe session began with an in-depth look at Survey Engagements in Gainsight PX, a feature that lets you capture real-time feedback directly in your product. This tool allows you to understand user sentiment, identify challenges, and pinpoint beloved features—all without disrupting the user experience. Here’s a glimpse of what you can do:NPS (Net Promoter Score): Measure user loyalty and their likelihood to recommend your product. CES (Customer Effort Score): Understand how easy or difficult it is for users to navigate your product or a specific feature. Rating Su

0
G
20 days ago
neelam_mukherjee
neelam_mukherjeeGainsight Employee ⭐️⭐️
posted in Customer Education (CE)
📢📢Exciting Update: Customer Education Docs Now Live on Support.Gainsight.Com!

Dear Valued Customers,We are thrilled to announce that the Customer Education (CE) Product Documentation is now live on our Gainsight Docs portal! What's New?Centralized Access: All CE documentation is now available alongside other Gainsight product documentation, making it easier to find what you need. Improved Navigation: Quickly locate essential guides, tutorials, and resources.Important Information!Info Architecture: Organized into Subcategory > Guide > Topics, making it easy to navigate. Refer to the Gainsight CE Docs - Info Architecture (Folder Structure, Hierarchy, and Guide URLs) doc!Continuous Updates: Information will be updated regularly on support.gainsight.com/ce. Please use the new doc URLs to avoid confusion. Next Phase:Release notes will be included under the Gainsight Release Notes section. Visit the Gainsight Docs portal here to explore the Customer Education documents to stay up-to-date!Thank you for your continued trust. If you have any questions, please email

2
neelam_mukherjee
20 days ago
Johnk
JohnkHelper ⭐️
Undo MergeNew Idea

It would be incredibly helpful to be able to unmerge ideas.I try to confirm with members before merging but now again we find ourselves needing to un-merge ideas. For example, we had a new idea come in that sounded like an older idea. I asked the member of the new idea if they thought it was similar enough to merge, and they said yes. Then the member who posted the older idea disagreed.When this occurs I’m forced to either ask a member to resubmit the idea, or I have to post the idea and merge the member’s into mine (which isn’t optimal as we want them to have the credit). I feel like this must have been requested before, but couldn’t find anything when I searched. 😕

0
Johnk
20 days ago
karenadornetti
karenadornettiContributor ⭐️⭐️⭐️
Ability to populate custom fields on Emails logged through Gainsight AssistNew Idea

We currently have a custom field on the Timeline activity form to capture CSM Sentiment which updates a Company scorecard measure.  We rely heavily on the Gainsight Assist Outlook Plug-in to add emails to Timeline and would like to be able to set Sentiment while doing so.

1
K
20 days ago
TMaier
TMaierHelper ⭐️
Show more data in Company search results in GS Assist conflict resolution pop-upNew Idea

We’ve experienced an issue with some select Companies where one recipient may be listed at multiple Companies with identical names. While this in itself is not ideal, our SFDC configuration requires it and I’d prefer to maintain parity between SFDC and Gainsight. Since the Company names are identical, our end users have no way to confidently select the correct Company in the conflict resolution pop-up when emailing one of these contacts through the Gainsight Assist email plugin. This problem would be far less of an issue if we had some additional data displayed along with the Companies in that pop-up which identified the Companies. GSID comes to mind, but is very long. If you could allow end users (or admins) to configure the search results in Assist in the same way that we do in Gainsight itself, we could add fields from Attributes at will. See excellent recreation below for reference...  

9
B.Abrahams
20 days ago
spencer_engel
spencer_engelExpert ⭐️
Fix the Column Resizing in Report Builder from the August 2024 ReleaseNew Idea

An unwelcome change from the latest release is that the column resizing got all messed up in Report Builder. Check out the below GIF.  We never have a “type” that’s more than 12 characters or so. Same thing with “Source.” And yet the Report Builder is forcing me to accept about double or even triple the white space that I need. Not only is this annoying for new reports I’m putting together, but it has forcibly reset the column widths of some crucial reports we had on our C360 and dashboards that now are forcing our end users to scroll side to side. The unnecessary scrolling is something we’ve worked hard to avoid, and now we’re back to square one. I’m struggling to even understand the reason this change was made and who this benefits. Please consider fixing quickly.

7
T
20 days ago
R
ramos.vonageContributor ⭐️
Having multiple CRMs for one Gainsight NXT instance?New Idea

We currently have multiple Salesforce instances, as well as multiple Gainsight NXT instances. As we continue to cross sell and expand, we are in the need to bring all of customer information to one centralized place. Currently, our CSMs need to have access to each CRM and Gainsight NXT instance to look up what services/products each customer has, which can be time consuming. Unfortunately, we do not have any immediate plans to merge the Salesforce instances, as this would be a huge project that is not currently in our roadmap. It would help us out a lot if there was a way to connect 2 of our Salesforce instances to one Gainsight NXT instance. That way we can leverage Relationships and our customer information would be more centralized for our CSMs, making Gainsight a more useful tool for our teams.  

4
saltamash
20 days ago
M
MonaContributor ⭐️
Path Analyzer Enhancement: flexibility to narrow its focus to specific mapper modulesNew Idea

The Path Analyzer only displays the Top 10 features, which can be limiting for applications with extensive click options like ours. We would greatly benefit from the ability to narrow the Path Analyzer's focus to specific module groups.

1
rschlette
20 days ago

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