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revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Sticky´s arent sticky any more

I've noticed that topic is set as a sticky but it doesn´t appear top of the page. This occurs in our community and I looked some other as well and problem appears there as well. 

377
DannyPancratz
29 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Predictive health scoring
Track onboarding health with scoresCRAWL

IntroductionEffective onboarding sets the foundation for long-term customer success. Tracking onboarding health through customized health scores ensures you can monitor early adoption, identify risks, and provide timely interventions to keep customers on track. This article will guide you through building and tracking onboarding-specific health scores using Gainsight’s tools.Step 1: Define Key Onboarding MetricsStart by identifying the key metrics that indicate whether a customer is progressing successfully through the onboarding process: Activation: Track which features or licenses have been activated using Scorecards. Training Completion: Measure engagement with onboarding resources, such as whether the customer has completed critical training milestones via Product Analytics. Early Adoption: Use Adoption Explorer to monitor feature usage and ensure customers are adopting core functionalities early in the process. By tracking these metrics, you can ensure that customers are progr

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smondreti
29 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Predictive health scoring
Monitor and iterate health scores for continuous improvementRUN

IntroductionHealth scores aren’t static; they should evolve alongside your customers. To ensure your health scores remain predictive and effective, it's crucial to continuously monitor and refine them. By iterating on your health scoring system based on customer data, feedback, and real-world outcomes, you can stay ahead of potential risks and drive product adoption more effectively. This article will guide you through how to monitor and iterate health scores using Gainsight’s tools.Step 1: Track Health Score Trends Using DashboardsStart by regularly monitoring health score trends across your customer base using Gainsight Dashboards. Visualize Health Trends: Use Dashboards to track trends in customer health over time. By reviewing this data regularly, you can identify which accounts are improving and which may need attention. Monitor Customer Segments: Customize dashboards to filter by customer segment (e.g., Enterprise vs. SMB) or lifecycle stage (e.g., onboarding vs. expansion) to

20
smondreti
29 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Predictive health scoring
Manage critical risks with health score overridesRUN

IntroductionEven with a robust health scoring framework, certain high-impact risks require immediate attention. By using health score overrides, you can manually adjust health scores for critical accounts where automated scoring may not capture sudden risks. This ensures that your most valuable customers receive timely interventions, helping to mitigate churn and maintain strong relationships. This article will walk you through setting up and using health score overrides in Gainsight to manage risks more effectively.Step 1: Identify Critical Risk Factors for OverridesStart by defining which customer risks should trigger immediate health score overrides: Loss of Key Stakeholders: If a key decision-maker leaves, consider manually adjusting the customer’s health score to reflect the heightened risk. Use Sponsor Tracking to monitor stakeholder changes. Product Underutilization: If a high-value customer isn’t using critical features, adjust their health score manually using Scorecards. By

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smondreti
29 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Predictive health scoring
Customize health scores for different customer segmentsWALK

IntroductionCustomers have diverse needs depending on their size, industry, and lifecycle stage. To manage customer health more effectively, you must customize health scores for each segment. By tailoring health scores to specific customer profiles, such as Enterprise vs. SMB or Onboarding vs. Expansion, you can better prioritize engagement and address the unique challenges of each group. This article will guide you on how to customize health scores using Gainsight tools, ensuring your customer success efforts are more targeted and efficient.Step 1: Segment Your Customer BaseTo begin customizing health scores, divide your customer base into key segments. Enterprise vs. SMB: Tailor scorecards for Enterprise customers, focusing more on ROI and engagement with decision-makers. For SMB customers, prioritize feature adoption and deployment metrics using Scorecards. Lifecycle Stage (Onboarding vs. Expansion): During onboarding, track Deployment and Adoption to ensure new customers are inte

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smondreti
29 days ago
S
Sai Kumar PadalaGainsight Employee ⭐️
[Engagements] Support for "injection" position type for BadgeNew Idea

Hi ​@aharkut I’ve created this feature request idea on community for [Engagements] Support for "injection" position type for Badge to share with the customer to have the visibility. Context: The badge position type is supported for Fixed and Absolute, but not for injected When there’s quick changes on the UI, Fixed and Absolute position types hinder the badge from dis-appearing faster along with the UI element To fix this case, we need to support injected position type  

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10
S
29 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Predictive health scoring
Enhance health scores with data-driven insightsWALK

IntroductionAfter setting up a foundational health scoring system, the next step is to enhance it with data-driven insights for greater predictiveness. By integrating Gainsight’s data tools like product usage analytics, support data, and customer feedback, you can ensure health scores are more dynamic and actionable. This article will walk you through how to leverage multiple data sources and automate score updates for more effective customer management.Step 1: Integrate Multiple Data Sources for Comprehensive Health ScoresTo make your health scores more insightful, integrate various data sources, such as product usage, support interactions, and customer feedback. Product Usage: Track customer feature usage and engagement depth with Product Analytics. Support Data: Monitor recurring issues using Support Ticket Volume to identify customers facing product challenges. Feedback: Incorporate insights from NPS Surveys and satisfaction surveys to gauge customer sentiment. Integrating thes

90
smondreti
29 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Predictive health scoring
Build a foundational health scoring framework using DEARCRAWL

IntroductionA strong health scoring framework is critical to proactively managing customer health, reducing risk, and improving retention. With Gainsight’s DEAR Framework (Deployment, Engagement, Adoption, ROI), you’ll be able to build a system that provides early risk signals, allowing you to act before issues escalate and prioritize customers who need the most attention. This framework enables proactive engagement, leading to higher retention and customer satisfaction.Step 1: Define and Prioritize Health Metrics (DEAR Framework)Using the DEAR Framework, identify the most important health metrics for your customer base: Deployment: Track feature and license activation with Gainsight Scorecards. This ensures you know which customers are using key features and which need further activation support. Engagement: Use Timeline and Sponsor Tracking to monitor customer interactions, ensuring you’re not losing touch with decision-makers, which can lead to churn. Adoption: With Product Anal

230
smondreti
29 days ago
Marina Perminova
Marina PerminovaHelper ⭐️
Option to delete private messages from other people & whole conversationsNew Idea

Hi there,It’s actually our community member’s idea. You can see the reasoning here - https://community.miro.com/got-a-question-ask-the-community-45/how-do-i-delete-private-messages-2613 

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278
M
29 days ago
K
ktakContributor ⭐️
Delay in guideNew Idea

Please add option to put delay before next step triggers as in individually in each step rather universal settings for all steps.

1
10
K
29 days ago
K
ktakContributor ⭐️
asked in Product Experience (PX)
Guide

*New User*I'm trying to build onboarding guides for trial users, so basically there's a pop-up box that needs to be filled so I'm out of options of navigating to the next steps.Options I've tried and didn't really work: With 'next’ button, as you click next the desired pop-up closes ​​​​ hovering causes it to close too early and unable to choose previous option hence moving to next step text input doesn't really work as there's some predefined options and even if you choose one it doesn't really move to the next stepAny help or guidance will be appreciatedTIA

262
K
29 days ago
revathimenon
revathimenonGainsight Community Manager
published in Customer Communities (CC)
CC WEBINAR RECORDINGS 2024

Hey everyone! 🙂We hear you & see you when it feels like a task to find the recordings for webinars you’ve missed. So we’re hoping to make it easier by using this post as a central hub to link up all our Customer Communities (CC) webinar recordings for 2024.You can find the recordings below. Don’t hesitate to use the comments to let us know if anything seems missing! 24th Jan ‘24: Crank Up Technicalities! How do we reinvent our Community in 2024?RECORDING20th March ‘24:A Day in the Life of a Community managerRECORDING27th March ‘24Unleash The Power of Community: Achieving Self-Sustaining CommunityRECORDING4th April ‘24:Unleash the Power of Community: Unlocking Peer-to-Peer EngagementRECORDING10th July ‘24:Combining the Power of Customer Communities (CC) with Gainsight CSRECORDING30th July ‘24:CC CrankUp Technicalities: Unlocking the Full Potential of Custom Pages | Gainsight CommunityRECORDING21st Aug ‘24:Crank Technicalities: From Data to Decisions, the Analytics Advantage | Gains

371
sarahmasterton-brown
29 days ago
aaronhatton
aaronhattonHelper ⭐️⭐️
Add the ability to insert images with tokensNew Idea

Use CaseWe want to send renewal emails to customers with a profile picture of the account manager on the email so it feels more personalized. Currently, there is no native way to do this using Gainsight’s email template editor Expected OutcomeAdd the ability to insert a token to the image URL on emails. This token can then be configured to read from a data object Current WorkaroundInsert a token into the email, copy the reference code and paste it as the image source url within the HTML of the email

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10710
ssamarth
29 days ago
travis_floyd
travis_floydContributor ⭐️⭐️⭐️⭐️
Give the Admin the ability to change the column order and field names in Call to Action "Custom Views" for Cockpit.New Idea

Currently, the Administrator can edit views with the exception of My CTAs and My Tasks.  These we can’t even add additional columns to the view.  In the other views we have, we can add columns, but we cannot change the order of the columns, or rename the columns that we add.   We could delete the columns that the system will allow us to, and re-add them in the order we want, but then we can’t change the name.  As an example, we often have to add a field for a column that is just called “Name”.  Not very descriptive, as it could be the Type Name, the Reason Name, the CSM Name, the TAM Name, Company Name, etc etc. Please give the admin the ability to configure these fields to make the end-user experience consistent and more user-friendly. 

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996
revathimenon
29 days ago
kcsp
kcsp
Ability to Rename Fields Added to CockpitNew Idea

When adding additional columns/fields to the Cockpit view, it will show the name of the field as is. Sometimes this can be confusing for fields with the same name. An example would be the desire to show the name of the Account Executive and the Renewal Manager. In the system, these are shown as Name for both. Unless the user knows the data well, they will not be able to differentiate which name is the AE and which is the RM. It would be helpful if admins were able to change the display name of fields added to the Cockpit similarly to how they can change this name in reporting to be more user friendly to end users.

0
315
revathimenon
29 days ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Success (CS)
CS-CC integration with Relationshiops

I’m looking into the integration of Gainsight CS and CC. Going through the eLearning on Gainsight University which consistently speaks about linking Community Users to Company Persons and Companies. Are they also being linked to Relationship Persons and Relationships?

272
Jef Vanlaer
29 days ago
darkknight
darkknightExpert ⭐️
Feedback on Horizon Cockpit and Custom viewsDiscovery

In addition to the challenges already raised by these other two posts, I have some additional observations/points of feedback   In Custom Views, the column selections don’t match the actual column order of the view.  The column order that admins establish in the builder should match the outcome (and admins should be able to drag and drop the columns in the desired order) .  Notice in the example below (which is a brand new Custom View that hasn’t been manually altered other than adding the “Next Task Due Date” field) the columns in the Admin config don’t match the columns in the Cockpit view: EXPECTATIONREALITY  Admins should be able to pre-define column widths because some of the columns appear wider than necessary, reducing visibility of others and requiring additional scrolling:  The last column in a view is very difficult for end users to widen… Each view starts off with a “Company > Relationship” column (which is a bit confusing for end users when we don’t use relationships)

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1119
bradley
29 days ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in Customer Education (CE)
Find Inspiration: Customer Success Stories with Gainsight CE

I often get questions from customers looking for examples of “successful academies.” While we don’t have many public academies to share with you visually, we do have plenty of great case studies showcasing how customers have used Gainsight CE to drive impactful results for their businesses!Take a look here: Customer's Education Success Stories   For example, Uptick Academy used Gainsight CE to streamline onboarding and improve training engagement. Since launching their Academy, they’ve:Reduced live onboarding time by 75% 🚀 Increased daily training engagement by 500% 📈 Improved content quality 🎯Aleks Petrovic, Product Learning Architect at Uptick, (who is also my customer!) shared:"There’s been a lot less derailing since Uptick Academy launched—things stay on schedule."Do these outcomes resonate with your goals? Have you achieved something similar, or are you looking to? Let us know in the comments, or feel free to connect with your CSM to share your thoughts or explore what’s next f

110
cdonargo
29 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Tuesday US Admin Office Hours (CS Platform): Nov 26, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for today’s Tuesday Admin Office Hours session, Tuesday, November 26, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm 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):Tuesday, November 26, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

459
gabrielaarenas
29 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Tuesday US Admin Office Hours (CS Platform): Dec 3, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for our upcoming Tuesday Admin Office Hours session on Tuesday, December 3, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm 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):Tuesday, December 3, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

311
J
29 days ago
Hiewwaiy
HiewwaiyContributor ⭐️⭐️⭐️⭐️
Ability to search through members database in the front endOpen

Our customers would love to have the ability to search through the members database. For example: they are looking for other members within the same workfield of with a certain expertise, so they can easily get in touch with them of follow them. This feature would also be very helpfull to us as the community team: For example: we can filter members by expertise, get in touch with them, build relationships with them and stimulate user generated content We are a B-2-B software company. I am curious to see whether other (B-2-C) companies would also consider this feature as valuable.

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44836
Molly.McQ
29 days ago
cmultanen
cmultanenHelper ⭐️
Ability to Save Mass Edit Settings like ReportsNew Idea

Currently, there is no way to save Mass Edit views when reassigning/updating CTAs. We do CTA cleanup and reassignment on a regular basis and it would be a big time saver if we could save specific views so that we don’t have to recreate them each time. 

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419
Molly.McQ
29 days ago
kelly
kellyHelper ⭐️⭐️⭐️
Allow for multiple values when filtering 'Includes' on a String fieldNew Idea

In Salesforce you just separate values with a comma when using Includes, but it doesn't seem possible in Gainsight. Instead, I have to have a separate filter for each value I'd like to include which complicates the advanced logic string when I should be able to just include them in a single filter. For example, I want to deliver an email variant based on country. If it's not a picklist, I have to write: (A) Country = USA (B) Country = UK (C) Country = AUS (D) Country = NZ A OR B OR C OR D Instead, I should be able to write (A) Country includes USA,UK,AUS,NZ In this example, it's quadruple the work for each template that has this filter; add on any additional filtering and it becomes cumbersome pretty quick. Is there any way to include multiple values when the field is not a picklist? I've tried contains, comma, comma and a space, semicolon, semicolon and a space, and Gainsight converts it to = after saving (ie, Country = ('USA,UK,AUS,NZ') ),

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445127
kelly
29 days ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Accessibility settings in CE

Is anyone aware of any way to add captions to videos in CE? We have some users who are hard of hearing and if this is possible it’s not obvious how to enable it.

685
E
29 days ago
Julian
JulianGainsight Employee ⭐️⭐️
published in Emails
Guide to all variables in notification emailsGuide

With variables, you can enrich the user experience by including e.g. the username or the name of a topic. They are also essential as each notification will include different urls to content etc. You can even preview snippets of content directly within the mail! In this guide, you will learn about the different variables which you can use in each of our notifications. Important:Make sure to test changes on your staging environment first before updating on production Variables are not universal - each notification email supports only the variables listed It is not mandatory to use variables - however we recommend to use them You can also use variables in hyperlinks (e.g. {url} as the url within {title} to make the topic title clickable) Below, you will find for each email notification mail that exists. Just click on the spoiler for each notification and you will see:Email subject variables Email body variables Activate account This notification is sent right after the registration form h

214545
dayn.johnson
29 days ago

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