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sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
posted in All About Pulse
I'll be speaking at Pulse EU next week!!! - Enable self-sufficient customers with community and onboarding

Really excited to be attending Pulse again this year but this time I'll be sharing the stage with Brenna O'Neill and Patrick McCrudden, my colleagues at Mews talking about Enabling Self-Sufficient Customers Through Community and Digital Onboarding. 🚀Day 2; 15:45 - 16:30Part of (Track 4 - Empowering Customers to Succeed on Their Own)We will explore how to enable customer self-service by leveraging digital onboarding and community engagement throughout the customer lifecycle. Attendees will learn practical strategies for automating onboarding, reducing resource demands, and scaling solutions across regions and languages. Real-world examples and insights will demonstrate how to implement scalable digital solutions in your organization.Looking forward to connected with my peers once again in Amsterdam next week! 🙋🏼 

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Jagari Das
2 days ago
D
dschwarzExplorer ⭐️
Personal CTA listNew Idea

I’m currently migrating all of my tasks for customers from Asana to Gainsight, this has been fine for customer tasks but I am missing a place to store my personal to-do lists (for example: sync with marketing on next steps for x,y,z). I’d like a place to store personal call to actions so everything is in one place. 

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2 days ago
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GalbContributor ⭐️
asked in Customer Communities (CC)
Can I embed the "Product updates" page in my website?

Is it possible to have a widget for the “product updates” feed on my website?

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G
2 days ago
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Tuesday session) -12/11/2024

This thread is for the Admin Office Hours session for Tuesday Nov 12th,2024. Submit your questions to this thread and we'll address them during our session at 10-11:30 AM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location        +1 669 900 6833 US (San Jose)        +1 253 215 8782 US (Tacoma)        +1 301 715 8592 US (Germantown)        +1 312 626 6799 US (Chicago)        +1 346 248 7799 US (Houston)        +1 646 876 9923 US (New York)        888 475 4499 US Toll-free        877 853 5257 US Toll-free        +91 80 71 279 440 India        +91 116 480 2722 India        +91 22 48 798 004 India        +91 224 879 8012 India        +91 226 480 2722 India        +91 22 71 279 525 India        +91 406 480 2722 In

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baji_bathula
3 days ago
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Thursday session) -14/11/2024

This thread is for the Admin Office Hours session for Thursday Nov 14th,2024. Submit your questions to this thread and we'll address them during our session at 1-2:30 PM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location        +1 669 900 6833 US (San Jose)        +1 253 215 8782 US (Tacoma)        +1 301 715 8592 US (Germantown)        +1 312 626 6799 US (Chicago)        +1 346 248 7799 US (Houston)        +1 646 876 9923 US (New York)        888 475 4499 US Toll-free        877 853 5257 US Toll-free        +91 80 71 279 440 India        +91 116 480 2722 India        +91 22 48 798 004 India        +91 224 879 8012 India        +91 226 480 2722 India        +91 22 71 279 525 India        +91 406 480 2722 Ind

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baji_bathula
3 days ago
Hideta Mitsuhashi
Hideta MitsuhashiGainsight Employee
published in CC | 初期コンテンツ
Postmanを使ってFederated Search API経由で外部コンテンツのインデックス情報をインポートする

横断検索（Federated Search）はCustomer Hubの強力な機能の一つです。Customer Community内の各種コンテンツ（QA、ディスカッション、ナレッジベース、アイディア、イベント、製品アップデート）のみならず、Customer Communityの外のコンテンツでさえも、検索の対象とすることができます。それにより、Customer Community内で欲しい情報が見つかりやすくなり、この中だけでお客様の悩みが解決する可能性が高まり、お客様がセルフサービスで習熟を高めていくことができるようになります。横断検索で外部のツール（サイト）の情報も検索対象とするために、Gainsightでは主要なツールとのコネクタを提供しています。2024年11月現在以下の製品とのコネクタを提供しています。Zendesk（Guide Help Center） Salesforce（Knowledge Base） Skilljar Thought Industriesそれ以外のツールで作られたヘルプサイトや、ブログサイト、等の場合は、API経由でコンテンツのインデックス情報を連携しておくことで検索対象とすることが可能です。API経由と聞くと、ハードルが高いと感じられるかもしれません。当然、ブログ記事が追加されるたびに自動的にAPI経由でCustomer Hubにも情報が連携される、といったことをしようとすると技術的な知識が必要になってきます。そこまで自動化できなくても、月に一回程度、リストを作って手動で連携できればいい、という場合は、カンタンな方法があります。それがこの記事で紹介するす、Postmanというツールを使った方法です。Postmanは様々なタイプのAPIを呼び出すことができる便利なツールで、無料で使用できます。他のツールを使ってるよ、という方はこの記事を参考にしながら同様の設定をしてみてください。 1. 検索対象にしたい外部コンテンツのリストを準備 2. APIの接続のための各種パラメータを取得する 3. Postmanで新規コレクションを作成し、認証の設定をする 4. インデックス情報のインポート 5. その他 1. 検索対象にしたい外部コンテンツのリストを準備外部コンテンツを横断検索の対象にするために、事前にコンテンツの情報を登録しておくのです

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Hideta Mitsuhashi
3 days ago
Hideta Mitsuhashi
Hideta MitsuhashiGainsight Employee
published in CC | 初期コンテンツ
Customer CommunityのAPI接続のための情報を取得する

 Customer CommunityのAPIを使うと、以下のようなことが外部からできるようになります。 外部のデータや計算に基づいてユーザーにポイントやバッジを付与する ユーザーの新規作成、ロールの変更 コンテンツの作成 コンテンツへのいいね付け イベントの作成 横断検索のための外部記事のインデックス登録等々、そのほか様々なユースケースのための何百ものAPIが用意されています。 この記事では、API接続のための基本情報の取得の仕方を解説します。 API接続のための情報は、CCの管理画面の【Integration】→【API】を選択します。 API Documentation右上にあるAPI Documentationのリンクから、APIの技術情報のページへジャンプできます。  ベースURLこちらのURLが、今後の各種APIを使用するとき全てのエンドポイントURLに使われるベース部分になります。OAuth2の接続作成接続するための情報を作成します。Label欄に任意の名前をつけて、【Create an OAuth2 client】ボタンを押します。Client IDとClient secretが発行されるのでどこかにメモしておきます。＊これらを今後再表示することはできないのでご注意ください。  

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Hideta Mitsuhashi
3 days ago
J
j2001797Contributor ⭐️
asked in Customer Success (CS)
Gainsight Assist: Same company name and no other identifiers

We are in the EdTech space where a lot of our customers (School districts) may have similar district names across the country. When logging an email using Gainsight Assist and I search for the company, let’s say Fayatte County where it is one of four in the country, it wont tell me which state. What ends up happening is that we have to guess and likely logging to the wrong company. Is there a workaround besides logging the email via Gainsight Timeline directly?

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Ritika Jindal
3 days ago
J
jberberichpaycorContributor ⭐️⭐️
asked in Customer Success (CS)
Gainsight Assist - Company/Client Options

Is there a way to differentiate between a Company and Child account when using Gainsight Assist in Outlook?Companies that have the same name as a Child account are not able to see which option to select to tie the email to the proper Company timeline. 

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Ritika Jindal
3 days ago
Wes French
Wes FrenchContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Pooled CSM and logging emails to Timeline

Hello folks!We’re implementing a Pooled CSM model for a subset of our low-touch customers and we assumed that using a shared inbox in Outlook was the best approach for the Pooled CSM’s but I just learned that Outlook does not support Gainsight Assist for shared inboxes so I’m curious what other’s are doing? We set it up so that all Pooled customers have the same CSM user Id and the user email is the shared inbox email. Is this the typical approach? Thanks!

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darkknight
4 days ago
darkknight
darkknightExpert ⭐️
Shared Mailbox (Outlook) support for logging to TimelineNew Idea

Related to This is a very common scenario:  Pool CSM team establishes a shared inbox so they can manage inbound requests and responses from customers without serving as a “named” resource on an account.Problem is, those email exchanges cannot be logged to Timeline because Gainsight Assist doesn’t support shared mailboxes, presumably because Microsoft does not support add-ins for shared mailboxes. However, I discovered that apparently Microsoft does now support it, and add-in developers would have to make changes to inherit these changes.I consider this a high priority request for enhancement that would go a long way in helping CSM teams scale our engagement with customers.

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darkknight
4 days ago
bjoern_schulze
bjoern_schulzeHelper ⭐️⭐️⭐️
Ideation: Option to disable voting for Ideation StatusDiscovery

Ideas can have different ideation status that we can define in Control. At least one status in every ideation process is “closed” (or something like that, e.g. “duplicate”), meaning, that an idea - in one way or another - will not be further pursued. That’s why we propose an option to disable voting for any given ideation status. This way users can’t vote for ideas with this status anymore. If voting stays enabled, even though an idea is “closed”, it can cause user frustration and can also put unnecessary pressure and additional work on the community team when “closed” ideas still get votes.  

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14110
K
5 days ago
Padolfi
PadolfiContributor ⭐️⭐️⭐️
published in Calling API Callers
Connection to GSheets API configuration

Just sharing this instructions in case it's useful for anyone else.This should allow you to export directly from Gainsight to a spreadsheet using the Google Sheets API and external actions.Once you have it set up you can schedule the rules as always and at least you should be able to avoid using the S3 bucket for this type of export. Some considerations:There seems to be an intermittent issue with a call being lost on Gainsight’s side and support is investigating. So TEST IT A LOT! I will update when they find/fix the problem. I’ve tried this exact solution using POSTMAN and it works great.  These instructions only show how to configure an Append to a spreadsheet, but you should be able to configure almost anything (like clearing the spreadsheet and exporting all values again, or updating only a specific range of cells) Each external action only allows access to one specific spreadsheet and sheet (for now) You need to have the GSheets API enabled and set up in the Google Cloud Console.

3093
M
5 days ago
TurkOfAges
TurkOfAgesContributor ⭐️⭐️⭐️
Inline Survey Response Capture Despite Survey SubmissionNew Idea

As a survey/NPS program administrator using Gainsight, I would like to see the response to an inline survey question be captured, regardless of whether the respondent proceeds with the ‘online’ portion of the survey. Current functionality (using NPS as an example) is such that when a respondent selects a rating (e.g. 7), that the survey launches with the ‘7’ pre-populated in the survey. Great in theory - however that response is not recorded in the Gainsight database until further action is taken. This further action can either be in the form of a ‘partial-response’ where the respondent answers an additional question but doesn’t actually submit the survey, or a completion via submission.To me - current functionality partially negates the purpose of an inline question and as such, I am not inclined to actively use them as it introduces confusion and uncertainty into the UX and data cleanliness.There are several related posts in the community - but none that I found which hit the nail on

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5 days ago
darkknight
darkknightExpert ⭐️
Limit Timeline options within each feature/functionDiscovery

Users are getting confused with all the various areas they can log Timeline entries.Admins should be able to limit the Timeline types by functional area, so that only the types that are applicable to the particular function are selectable.For example, if I have a manual Scorecard measure, I only really don’t need all my Timeline activity types to be available there - I only need one: Update.Also, for a specific CTA type, I may want only a specific Timeline type to be selected.Make it easier for admins to make it easier for end users to know when/where to log a specific Timeline activity type. 

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13112
darkknight
5 days ago
M
mandy.jContributor ⭐️⭐️
Multi-select dropdown list in Rules Engine : allow IS NULL or IS NOT NULLNew Idea

When building a Rule, allow to choose IS NULL / IS NOT NULL as values for a multi-select dropdown list. At this stage we can only include values or exclude them and it implies that there is necessarily a value in the field, when i reality we just want to say “this property is null”. Can you please review this feature ? Thanks

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alizee
5 days ago
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
Combine 'sharing groups' and 'user groups' into one featureOpen

Sharing Groups are used to add data permissions to a group, including sharing i.e., analyze and distribute permissions to Gainsight users. But in Surveys, all references to these Sharing Groups mention “User Groups” which:Causes confusion Duplicates efforts maintaining groups (including if/when we apply criteria to dynamically manage groups)Can we either:Call a cat a cat - so reference sharing groups in Surveys and wherever we use sharing groups instead of calling them “User Groups” (because they are not) Better yet: merge sharing groups and user groups so we can manage data permissions and Gainsight permissions in one area of the platform 

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1908
ajprince
5 days ago
Jabittan
JabittanContributor ⭐️⭐️
Ability to Stop the Participant Sync on an Advanced Outreach Program in Journey OrchestratorNew Idea

When building an Advanced Outreach program in Journey Orchestrator, there are several points at which a small group of “Preview” participants will automatically be synced to the program. This occurs when you change the participants in a query, when you make changes to the Advanced Settings on the Audience, or when you duplicate an existing program. There is no way to stop the initial preview participant sync.  I have been told that the expectation is that the time for this initial sync will take roughly 30 seconds, however in our instance there have been instances where this sync takes substantially longer. When the participants are syncing, no changes can be made to Advanced Settings or to the query itself. This can be a frustrating delay and inefficiency when working on multiple programs. I often have to duplicate an existing program to make changes to participants and I am frustrated by having to wait for participants to sync to the newly duplicated program before I can make any cha

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Jabittan
5 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How to find certain comment in the community?

When the topic is short, with only few comments long, it is pretty easy to find certain comment just by using search and checking all the search results.But.When the topic is long, for example 100 or more comments long, this is next to impossible task when using inSided.What are your best practises around this topic? As a normal user but also as a admin?

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leo-inspired
5 days ago
T
Thomas DeelyContributor ⭐️
Requre first and last name in profileNew Idea

Can we require 1st name, last name for public profiles? We have lots of members and @tagging/finding someone who has a common name eg. Jim, can be challenging

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T
5 days ago
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Matthew ThompsonContributor ⭐️⭐️
posted in Customer Communities (CC)
Smart Assistant links not working.

Loving the new Gen AI Smart Assistant. Have noticed one thing:When searching ‘Transaction Number’ (but I assume any search) - it links out, but only shows:https://example.com/community-articleThought I’d flag so it can be fixed.

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M
5 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Hierarchy for BadgesOpen

Badges seem to display on user profiles based on the order in which they were received. Communities (like mine) with robust badge gamification may want to set a hierarchy to badges, so that the most valuable/prestigious are listed first on a profile. Use cases: Showing most prestigious badges first (before the cutoff) on the leaderboard Manually applied badges that get added “out of order”For example, if a community has an onboarding badge, it’s likely to be the first badge earned by many users. Then, if a user becomes a super user with many more badges, the fact that they completed onboarding is the least valuable context in their badges. Visually, it’d be better to have that listed last.This would also likely visually diversify and add contextual value the leaderboard, with top users having different mixes of elusive badges listed first rather than the 5 easiest and then the +[#] roll up.  Potential solution: Control: Drag and drop hierarchy that works similar to ranks Front end: Bad

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dayn.johnson
5 days ago
P
psullivanContributor ⭐️
Content Helpfulness - Add feedback box if user unhappy with contentOpen

Getting constructive feedback on content from Community users is challenging. The content helpfulness emoji’s are a step in the right direction and at least enable Community managers to get a sense of what content is helpful and what content is not so helpful. Can an option be added so that if a user selects the unhappy emoji a box can appear to give them the ability to provide written feedback? Having specific feedback about an article will be much more helpful than just knowing that it isn’t helpful.

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Erik_
5 days ago
darkknight
darkknightExpert ⭐️
Provide option to limit Success Snapshot to only active Success PlansNew Idea

When sharing a Success Snapshot from the C360, the Success Plan selector includes old/closed SPs.  There should be an admin option to restrict the export to only active/open SPs. 

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darkknight
5 days ago
Kaori Wakui
Kaori WakuiGainsight Employee ⭐️
published in CC | 初期コンテンツ
Go-Liveチェックリスト

コミュニティの公開は重要な瞬間です。 もしあなたが（例えば）目立つ場所にコミュニティへのリンクを貼らなかった場合、コミュニティの存在を知る人はごくわずかでしょう。 100人の訪問者のうち、たった0.5人しかあなたのコミュニティに何かを投稿しないのですから、全力でスタートすることが非常に重要です💨この記事は、Go-Live前にしなければならないことのリストを提供しています。コミュニティ立ち上げの成功に必要な3つの主要要因に対してトップ5のポイントを厳選しました。  コンテンツコンテンツ戦略の準備記事をご覧いただけます。 カテゴリー分けの最終決定 カテゴリーとサブフォーラムは、重複のない明確な構造と命名規則を持つべきです。各サブフォーラムには、ユーザーにとって関連性のあるトピック（または記事）が少なくとも3つあることユーザーは、最初の訪問時に興味のあるものを発見できなければならない。 誰も空っぽのレストランには行きたくありません！コンテンツカレンダーが準備できている／ローンチ後のために定義されているコンテンツカレンダーは、ローンチ後の最初の数日間が最も重要です。 準備はできてますか？本番に向けた初期コンテンツのチェックリストもご覧ください ウェルカムトピック自己紹介とコミュニティの紹介をすることで、メンバーは最初からあなたを認識し、コミュニティに何を期待すればよいかを知ることができます。 テンプレートへのリンクはこちら. 利用規約ルールがなければ、楽しくありません😉 法律上、準備が必要です。リンク トラフィックトラフィック戦略の準備記事をご覧ください。 スタティックインテグレーションが、ウェブサイトの最も関連性のある/目立つ場所で活動しているスタティックインテグレーションは、重要なトラフィックドライバーです。メンバーのアクティベーション（登録、トピック作成、返信など）が遅れないよう、ローンチ前にそれらが整っていることを確認しましょう。スタティックインテグレーションが、二次的な位置（例：FAQの末尾、マーケティング/サポートの送信メール）に実装されているもうひとつのトラフィックドライバー - サポートに関する質問がある既存ユーザーや新規顧客からの問い合わせがあるユーザーに対して、ターゲットを絞ったメッセージングを使用し、コミュニティ内の特定のトピックやカテゴリに誘導し

70
Kaori Wakui
5 days ago

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