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KrisGoose
KrisGooseContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Salesforce integration Question

I’ve had success setting up our Salesforce integration, however, while it has recognized the number of accounts/customers we have in the engagement tab, where it is lacking is the recognition of which community members belong to which account if they’re using a different email (say a personal one) than what we have on file?N.B: We were short on engineering resources during our build so we opted to skip setting up the SSO, much to my chagrin. But here we are…please don’t @ me haha  So what am I looking for? Are there any suggestions, hacks, tips, ideas on how I could use the integration or a different integration (zapier maybe) to add community members to accounts in our salesforce instance?

474
S
20 days ago
P
prashanthContributor ⭐️⭐️
asked in Customer Communities (CC)
Profile picture is not preserved when signin using SSO (openidconnect)

Hi, I followed the instructions in this document to set up OpenID Connect SSO for the Gainsight Network Community. I can log in to the Community website and upload my profile image, but when I sign out and sign back in, the profile image doesn’t appear to be updated.   

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P
20 days ago
darkknight
darkknightExpert ⭐️
Introduce Inbound Email functionality for Org Wide Email IDsNew Idea

When you’re scaling tiers that have less personalized touch, you’re often presented with the challenge of how to handle replies to emails that are sent out to customers and/or giving them a global email address to which they can send inquiries to the CSM team.Previously the low touch CSM team had to manually monitor a shared inbox. Recently, our org implemented a process where inbound emails to the global CSM email address from which we send JO emails, it creates a support ticket in Salesforce which gets assigned to the low-touch CSM team. Then they work it like a support ticket and engage with the customer via the ticket.This creates a divergent workstream for the low touch CSM team who otherwise work out of Gainsight. It also takes these customer communications out of Gainsight, creating two locations for CSM comms and making them inaccessible to tools like AI Cheat Sheet.I’m working with the group to recommend we move the workflow into Gainsight by triggering CTAs when those SF tick

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312
waynedilworth
20 days ago
cdonargo
cdonargoGainsight Employee ⭐️
published in Customer Education (CE)
Join Us at Gainsight Pulse Europe + CE TopicsNews

Next month, Gainsight is bringing its Pulse Conference back to Europe for another two powerful days. You’ll make lasting connections, learn from leading innovators, and dive deep into the future of digital and AI in customer success. At the “Empowering Customers to Succeed on Their Own” track, you’ll discover strategies to help your customers succeed independently through self-service tools and educational content. Here are two sessions you don’t want to miss:Signs You Need to Scale: Building Self-Service for the Bottom Line: Adam Avramescu, VP of Customer Education & Engagement at Personio, will share how to scale customer adoption and self-service programs as your customer base grows, using examples from companies like Slack and Personio. Learn how to position these solutions with leadership and implement scalable educational programs to drive outcomes and improve efficiency. Small But Mighty: How to Scale a Customer Education Program with Limited Resources: Learn how Albina Bard

100
cdonargo
20 days ago
waynedilworth
waynedilworthContributor ⭐️⭐️⭐️
Augment Cheat Sheet Forwarding to Include Key Cust\Rel Values (customizable)New Idea

One of the key use cases we have for Cheat Sheet is for updating our Leadership on Customer Engagement for meeting prep or escalations.  The Cheat Sheet offers a decent amount of information- but we are missing key fields that our leaders ask for every time when they are receiving summaries.  Examples: Renewal Date, Days since Last Contact, ARR, Open Risks, etc.  It would be helpful to customize a few fields to send with the Cheat Sheet information when forwarding.  Obviously would need to be customizable by at least admins rather than a generic set of values.  For us, this would need to be enabled on the R360 since we manage everything at the relationship level.Yes, the CSM can forward the cheat sheet to themselves, then add this information.  But that would defeat the purpose of using AI to be more efficient. The workaround I was trying to pursue but did not work was using the User Notes field via Rule (I could not write to the Relationship Cheat Sheet MDA object.  If anyone has had

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300
waynedilworth
20 days ago
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
published in Archived content
Create a News categoryHow to

The 'News' category can best be described as a communication and information sending category for your company. Do you have a big company update or news to share with your customers, some thought leadership, or inspiration in general? You likely want to post it in a News category. This category type has the following characteristics:Only moderators, community managers and administrators can create topics in this category The default sorting order of this category is set to ‘Newest first’ - this will sort the list after latest published content and not after latest activity (this excludes sticky topics which will always be on the top) Registered users and super users can not post topics in this category, if you want to add a topic of your user to this category you can do so by moving the topic in the Control environment How to create a news categoryCreating a news category, or converting a default category to a news category, is a piece of cake:Go to Control → Platform → Community  Eith

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Kenneth R
20 days ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
Timeline Activities: Changing the AccountDiscovery

It has come up twice in the past two days where CSMs have accidentally entered timeline activities on the wrong account. Would be nice if they could go to the Global Timeline tab and change the account there once the activity has been created. Currently, I've been just instructing them to recreate using the Copy to Clipboard option, but obviously, it would be easier if they could just move them.

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56724
ChiragJ
20 days ago
marcos.beinder
marcos.beinderContributor ⭐️⭐️⭐️
Enable Timeline Activity Cloning by CSMParked

Many of our CSMs have recurring weekly or monthly meetings with clients that have the same attendees, and generally the same agenda, however slightly different notes. It would be very helpful if a CSM could clone a Timeline activity and then personalize it further before saving to timeline.

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272
ChiragJ
20 days ago
angie_delarosa
angie_delarosaContributor ⭐️⭐️⭐️
Bulk Editing Signature FeatureNew Idea

Submitting an idea for a signature feature to enable bulk editing to create consistent branding across email templates, as well as administrative time saved. As we build new email templates, we have to manually create our signature block each time, or clone from a previous email. Additionally, if our corporate signature changes (images, URLs, branding, etc.), this requires us to manually edit all email templates, as well as resync and remap tokens in playbooks.  It would be great to have a feature allowing admins to manage signature blocks in one area – let’s call this Feature 1. When creating an email template, drag and drop a signature element (Feature 2) to populate with signatures defined in Feature 1. If the signature blocks change in Feature 1, changes would automatically be applied to the templates where this signature is used. 

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120
angie_delarosa
21 days ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
Add users to groups via the APINew Idea

It would be great to add users to groups via the API so that we can add group members based on programmatic conditions. For example, a user can complete a course in the Gainsight LMS and automatically be joined to a community group via the API after the webhook marks their learning path complete.

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362
P
21 days ago
Mathis
MathisContributor ⭐️⭐️⭐️
asked in Community News
Keyboard Shortcuts for HTML editing on both control & live site

Hello inSpired community, Do keyboard shortcuts exist in our inSided communities? I often find myself re-editing responses in order to highlight specific parts, mark a specific term, add a hyperlink etc. If only I could do that by cmd+b (bold), cmd+i (italics), cmd+k (hyperlink), etc. Doing so with the help of keyboard shortcuts would speed up that process for me and I would love to see this implemented. Cheers Mathis

2868
DannyPancratz
21 days ago
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Scheduled Monthly JO using CSV ?

Hi,Does anyone know if there is a way to schedule a Journey Orchestrator outreach monthly, using a csv file. When we add the csv file, we no longer get the Schedule option. Is there a way to do this differently? 

364
alexander.mahan
21 days ago
Molly.McQ
Molly.McQHelper ⭐️
Enhanced Controls and Tracking for Hotspot and Badge Engagements (Guides)New Idea

Use Case: As multiple new modules have been introduced to the platform, there is a need to highlight these elements and provide users with contextual guidance. To do this, we would like to use hotspots with associated tooltips that offer quick insights. Additionally, we want these hotspots to trigger any relevant guides, enabling users to have a flexible, self-directed experience. The intention is to have multiple hotspots and guides displayed simultaneously, allowing users to interact with different aspects of the new modules in a cohesive manner.Hotspots are preferred due to: The pulsating display that draws user attention The ability to control the qualification scope, offering greater flexibility in defining when and how they appear to targeted end users. The capacity to track user activity and engagement for hotspots and guides (PX Analytics > In App Performance), ensuring insights and accurate measurement of user interactions. Limitations: Currently, PX does not support disp

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110
Molly.McQ
21 days ago
C
Chiyono YamakawaContributor ⭐️
[Localization Request] Japanese Localization of Share360 Page Sharing Email Sending PageNew Idea

We would like to request localization support for the email sending page when sharing a Share360 page.Many Japanese corporate clients are reluctant to open emails written in English. If the email screen remains in English, a certain number of customers will not be able to use the service smoothly. Therefore, it would be very helpful if the following screens could be localized into Japanese:OTP sending mailOTP generating mailOTP verification mail  

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Kaori Wakui
21 days ago
rhenry
rhenryContributor ⭐️⭐️
Add Linked Objects to Success PlansNew Idea

Hi!My team would like to see linked objects added to success plans. This would push it up one level from objectives/CTAs. We would like to see linked objects associated to the success plan so we can tie specific objects from Salesforce. This would help in cases of onboarding and expansion success plans. Example., success plans can only be tied to one relationship but customers can have numerous add-ons/versions, having the ability to link the contract would make it easier for CSMs to see all the product lines and versions without navigating away from the success plan each time and know which templates to add. Also, having the link to the objective is just as cumbersome in these cases as a CSM has to navigate down to the objective level every time. 

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485
M
21 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Webhook Event for Moderation Label ChangedNew Idea

Webhook Event for Moderation Label ChangedUse case example: “Escalation” and “waiting for product” are two default examples you pre-load. Each could benefit from automating into slack/Teams when that label is applied. 

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20
DannyPancratz
21 days ago
susbhatt
susbhattContributor ⭐️
Option to provide Batch size for each ruleNew Idea

Hello Team, Currenly we dont have the option to change or provide the batch size specifically for a rule to update records, Can we have that option going for future release? Thanks, Sushanto

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27414
alizee
21 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Content Moderation Filters for Closed and Sticky TopicsNew Idea

Similar to whether or not a best answer is marked, I’d love binary filters in the Content Moderation Control view for both Sticky and Closed topics. Use case is to answer the questions of 1.) how many? and 2.) which topics are toggled as sticky and/or marked closed for replies. 

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142
DannyPancratz
21 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Add Custom User Title and any other missing fields to API PUT User callsNew Idea

 IMO, if it’s a field in the user data, you should be able to update it via one of the two API calls for that. Potential Use Cases: Bulk updates of Custom User Titles (ex. for Staff or Customers or a large group of a specific user segment) Ad hoc updates upon user request (ex. you have a staff rank that calls everyone {company} employee, but you want an opt-in option for Product, Support, etc to share their specific titles (that’s relevant, helpful context when they engage!). You could easily do a form > API automation to save time, rather than community managers as a bottle neck (my use case) an AND with ranks I wanted to do a special rank for last week’s leaderboard winner, showcasing them with a rank icon and rank that visually calls them out But I also wanted to keep the context of their Rank (certification, experience level, super user status, etc) If I had the option via API I could have updated their custom user to title to override the rank title so that it’d always be “{R

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DannyPancratz
21 days ago
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
Ensure ALL admin duties can be performed from NXT LoginNew Idea

Hi!Gainsight has been a standalone platform for quite some time now, yet it still doesn’t provide a comprehensive admin console from ONE or the OTHER login method. Example: Gainsight User Management - Gainsight Inc. - mass editing user notification preferences can only be performed from the Salesforce login. Individually editing those preferences is the same thing: can only be done from the Salesforce login.It’s quite the annoyance for an admin to navigate two systems: Gainsight and Salesforce, to perform Gainsight-only admin duties… This ought to change. ThanksA

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alizee
21 days ago
bradley
bradleyExpert ⭐️
Idea: Mass Edit User Notification SettingsNew Idea

If there’s a way to already to this, please turn into a question. Currently, users are able to individually change their notification settings by clicking the bell icon, gear, etc. While we are on NXT, we login through SFDC. Some users still have their preferences set to log in from NXT when they click on a link in an email notification.This doesn’t work for them, they need to switch it. Currently, I have to explain how to do it, or write an internal article on how to do it (yes GS has documentation on how to do this but I don’t think most end-users will be able to handle it) and share that. Can we mass edit these notification related permissions and preferences please? At some point we may move to an NXT login so will have to resolve 500+ individual cases, or repeatedly spam people on changing it and still have to walk users through the process.

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alizee
21 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Is there any way to update a user's custom user title via the API?

Based on my tests, it seems not possible, but thought I’d ask (and document) here for others. GET User calls return “usertitle” in the payload for users with custom user titles (but nothing for that field if they don’t have one) Both PUT calls to update user profiles returned errors when I tried to update Update a field in a user’s profile Update a custom field in a user’s profile @Kenneth R & @revathimenon, this will likely need insight from the GS team.

262
revathimenon
21 days ago
C
Chiyono YamakawaContributor ⭐️
Allow Japanese Input for Section Names in Share360 ReportsNew Idea

When placing a report in Share360, the section name can only be entered in English. It would be greatly appreciated if Japanese input could be supported for section names. 

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90
C
21 days ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Training & Certification
Gainsight University: Courses Unavailable from Oct. 8 - 15, 2024

Important Changes Coming Soon!On Oct. 8th, we're migrating Gainsight University to Gainsight CE.So what does this mean for you?Same website: You will still access Gainsight University via education.gainsight.com Same username: Your username on the new platform will still be your email address. New password required: You will receive an email request to reset your password on Oct. 21st. In-progress Courses need to be completed: Complete any courses that you have started by October 8th; otherwise, they may be reset to the beginning. Registration and Training will not be available between October 8-20: Gainsight University will be in a read-only state. During this time, you can browse the site but you will not be able to open courses, make changes to your profile, or Sign Up on the site.Stay tuned for more details!Questions? Contact training@gainsight.com

772
lila_meyer
22 days ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
Make email translations easyNew Idea

Creating a new version of an email in a different language should be as easy as cloning the email and picking the language.  Currently, we have heavily formatted email templates that we clone in English, then have native speakers move the text into google translate (or similar tool) and clean up the language and paste back into the cloned version.  This often causes formatting issues and re-adding / moving tokens and because we support about 20 languages, it is felt across our international CSM team.  I would estimate our organization spends around 40 hours per month translating and it delays when we can send our communications by on average 3 weeks from when the English version is available.Since languages are already supported for opt-out and surveys in Gainsight, the request is to have an option that says Clone in Language from the English version.  Then, we can do a quick QA of the out of the box translation and send the Program.

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dayn.johnson
22 days ago

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