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R
roy.slowiak.atiContributor ⭐️
View All Timeline DraftsNew Idea

It would be nice as an admin to be able to view all users’ timeline drafts across the organization. If someone leaves the organization or is absent for an extended period of time, it would be helpful to be able to view what that person was doing so we can stay on top of our book of business.

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jeremy_johnston
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Aporzio1Contributor ⭐️
Ability to create email template directly from playbook creationNew Idea

I'd like to be able to create a new email template directly from the playbook creation page. There is no need for me to be switching back and forth between them. I think it would be a great addition if, from the template dropdown when creating the playbook, there were a "Create New" option that would allow me to create the template directly on the same page.

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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Is it possible to create a completely custom section?

 We would like to know if it is possible to add something of our own? And also maybe someone knows why some widgets are disabled? Thanks in advance for your answers!

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Kenneth R
Suvi Lehtovaara
Suvi LehtovaaraHelper ⭐️⭐️
Notification center: show private messages also in the profile iconNew Idea

Now that Notification Center has been launched, the notifications of new private messages are only shown in the Notification Center.In the Notification Center they easily get lost and mixed up with other notifications → please bring them back to the profile icon :)

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Blastoise186
balajibv
balajibvContributor ⭐️⭐️⭐️
Cheat Sheet Scope - Surveys, Opportunities, Success Plans & CTANew Idea

Currently Cheat Sheet only scans through Timeline entries. However a lot of customer feedback / sentiment lies in Surveys, NPS. Here are the areas Horizon AI should scan and add to cheat sheetNPS and survey responses CTA & Success Plans Open Opportunities

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sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Tuesday US Admin Office Hours (CS Platform): Feb 11, 2025 - 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, February 11, 2025 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, February 11, 2025 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

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cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE Use Cases Uncovered: Account Management & Sales

We know that Gainsight CE is leveraged by admins across various roles to educate, engage, and train end users. We’ve already explored how education drives impact in Marketing and Onboarding, now, let’s take a look at how it plays a key role in Account Management and Sales.   Education can be used to strengthen customer relationships, improve retention, and drive expansion opportunities. Whether it’s helping your Account Management team reinforce product value or enabling Sales to identify upsell opportunities, your Academy can be a powerful tool for revenue growth.  You can measure success with KPIs like… 📊  Higher Retention & Renewal Rates: Customers who actively engage with education often see more value in the product and are more likely to renew. Training helps reinforce product stickiness and reduces churn.   Expansion & Upsell Opportunities: Education helps uncover customer interest in features or products they don’t currently use. If a customer is taking courses on adva

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cdonargo
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Picklist GSIDs / Values in NXT

When viewing participants in a JO, picklist GSIDs are shown, when those picklists are mapped as custom fields. Those should be the human-readable picklist value. I don’t believe an Object exists in NXT that allows you to look up the GSIDs of picklist values.    

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spencer_engel
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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Custom header with search

Hi there! I wanted create custom header, and there I would like to have search bar for example like from “search banner widget”. Could someone tell me please how could I aim this feature?  

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Blastoise186
ryanne.perry
ryanne.perryHelper ⭐️
asked in Customer Communities (CC)
Using inSided as a video library for education

Hi there! We’re exploring the possibility of using inSided as a video library for Customer Education and would love to hear if anyone has tried this or has any ideas on how it could work. Specifically, we’re looking to create an Admin Curriculum with learning pathways for specific topics and related videos (yes I know Gainsight has a CE solution but we can’t get any additional budget right now).Since moving forward with an LMS isn’t an option at this time, we’re hoping to learn from others who might have used inSided in similar ways, or if you’ve combined it with other tools to organize and deliver educational content.Any tips, suggestions, or experiences you could share would be really helpful! 🙏

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juan.delrio
hollandmorris
hollandmorrisContributor ⭐️
posted in Customer Education (CE)
To hide or not hide correct answers?

Over the past few months, I have noticed an uptick in requests from my CS teams for answer keys to send our learners who have been taking the quizzes in our courses. Currently, we hide our correct answers on quizzes and encourage users to review the material and retake the quiz, but I think that has been causing more frustration for learners and, in turn, my colleagues. I am wondering how many other academies reveal their correct answers on quizzes. I am reaching the point where I am looking to concede to reveal correct answers but then make the quiz a milestone where they will need to retake it after reviewing the correct answers rather than just moving forward.

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hollandmorris
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Engagement Metrics

We are not using the Salesforce to Gainsight integration so our engagement analytics do not look good. Is anyone else calculating engagement metrics manually? Are you using page views? Any help is appreciated, thanks!

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juan.delrio
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Sharon BokContributor ⭐️⭐️
posted in Meetings & Office Hours
Feb. 26 Webinar: Real-World CS Ops Wins—Learn from Those Who’ve Been There

We know customer success operations isn’t easy. Balancing strategic initiatives, optimizing processes, and driving real impact can feel overwhelming. But what if you could learn directly from teams who have tackled these challenges?Join us on February 26 at 12 p.m. ET for an insightful conversation moderated by Kate Griffin, VP of Professional Services at nCloud Integrators. She’ll be joined by Shaun Martin, Sr. Director of Customer Success Operations at Netradyne, and Petrina Holoszyc, Director, CS Operations and Strategy at UserTesting, as they share their journeys, lessons learned, and the strategies that have worked at their organizations.Key takeaways:✔ Insights into real-world challenges and solutions✔ Proven strategies to elevate your CS Ops game✔ Actionable ideas you can apply immediatelyRegister Now:https://lnkd.in/gwYRsgH2(Once registered, you’ll receive a calendar invite with the meeting link.)

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lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Report For Customers who's Health Changed

We are working to create a report that shows customers who went from red health last week to either yellow or green health this week.  I've tried a few things, but without adding another usage field to push to every week, I haven't figured this out.  It seems like it would be something that should already be stored and I'm just missing.

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romihache
romihacheVIP ⭐️⭐️⭐️⭐️⭐️
Ability to enable dynamic date tokensNew Idea

I know this is far-fetched and a “nice to have”, but would it be possible to tokenize dynamic dates in the names of a report and its description, in a rich text standard widget in a dashboard, or text email, having as output the string/description of the token?For example, being today February 11, 2025:@Current Year = 2025@Past Quarter @Past year= Q4 2024@Next Month Name = March  Mockup Quarter and YearMockup Month and year 

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dayn.johnson
Frank
FrankProduct Guru
published in SSO
OpenID Connect SSO setup guide

What is OpenID Connect?OpenID Connect (OIDC) is an authentication layer on top of OAuth 2.0. The specification can be found here.  The inSided Community OpenID Connect scheme supports Authorization Code Flow. OpenID Connect flow representationIn order to understand how the OpenID Connect process integrates into the overall Community SSO architecture (i.e. Steps #1-3 in the diagram below) please see Single Sign-on (SSO): Getting Started. Community redirects User to the Authorization URL with GET by attaching Redirect Uri and Client ID. Server authenticates the User and obtains consent/authorization. Server sends the User back to the Community Redirect Uri by attaching Authorization Code. Community requests a response with ID Token and Access Token in JSON format at the Token URL with POST(application/x-www-form-urlencoded) by attaching Authorization Code, Client ID, Redirect Uri and Client Secret as parameters. Community receives a response that contains an ID Token and Access T

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Suvi Lehtovaara
hardik_mota
hardik_motaHelper ⭐️
(NXT) Ability to report on user subscription object in MDANew Idea

Hi Team, In SFDC, We can build a report using the User Subscription object, which contains the manually subscribed or un-subscribed accounts info per user. End users can Follow to the C360 for an account from the C360 page in the upper left. They can also manually unsubscribe by clicking this option again. However, NXT UI doesn’t seems to have this functionality of reporting. NXT article: https://support.gainsight.com/Gainsight_NXT/Notifications/User_Guides/Setup_User_Notifications#Following_Customers_Manually SFDC article: https://support.gainsight.com/SFDC_Edition/Administration_and_Permissions/General_Administration/Configure_Internal_User_Email_Notifications#Reporting_on_Subscribed_.26_Un-subscribed_Accounts

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romihache
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.

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107745
ChiragJ
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
Allow standard fields to be editable from CTANew Idea

Hi all,Today, it’s not possible to edit company or relationship standard fields from CTAs when those fields are displayed on the CTA layout.The “editable” tick box is greyed out.However, I can think of many use cases where this would be extremely useful, the principal one being a New Customer Assignment / Kick-Off CTA per the following flow: New customer is created in Gainsight with a rule  A CTA to signal that new company record is assigned to a user, for them to review and assign the customer to an engagement model and a CSM The reviewer reviews the information about that customer directly from the CTA to make a decision on their engagement model, and based on that, sets two custom fields (Engagement Cadence and Engagement Model) and two standard fields (CSM and Stage) which are displayed under the Company tab of the CTAToday, I am able to set the engagement model and cadence from the CTA and have to visit the Company C360 to update the CSM and the stage. Considering this is all part

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revathimenon
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ahamburg9Helper ⭐️⭐️
asked in Customer Communities (CC)
Ping Identity SSO

Hey All,We are trying to set up an external sso for our customers using Ping Identity. We have our sso set up for internal employees (using SAML 2.0 protocol). Our new instanace of SSO, we are struggling to get set up using OpenId or Oauth 2,0. Any help here would be great. Thanks,Anthony

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Blastoise186
Kenneth R
Kenneth RGainsight Community Manager
published in Guides, tutorials and learning material
How searching works in the Gainsight CC Platform

We sometimes get questions about how the search in the CC platform works exactly, and what can be done to optimise it.  As the search is weighing up many factors, it’s not always possible to determine exactly why a particular topic is or isn’t appearing in the search results.  However, in this article we will provide some context on how the search works as well as some best practices that can be applied to optimize search. Searchable attributes When searching in the Gainsight CC platform, the following attributes will be used to determine whether content is a match for the search query or not.   Title (content) First post (content) Whether it’s an article Whether it has a best answer (if it’s a question) Replies Tags Category Parent Category Result Ranking Once an item is determined to be a result, a ranking formula is then applied to configure how the results are sorted. This formula compares all of the following criteria: Number of words from the query that match Prox

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Kenneth R
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Thursday session) -13/02/2025

This thread is for the Admin Office Hours session for Thursday Feb 13th,2025. 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
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Tuesday session) -11/02/2025

This thread is for the Admin Office Hours session for Tuesday Feb 11th,2025. 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
shayerisen
shayerisenGainsight Employee ⭐️
posted in Gainsight Japan : 日本コミュニティ
Gainsight CS 2025年1月/2月のリリースノートが公開されました！

🚀 Gainsightの最新アップデートのお知らせ！ 🚀チームの皆さん、最新のGainsight CSのアップデートをお知らせです！以下、新機能と強化ポイントの概要をご紹介します。新機能Staircase AI 統合 – GainsightがStaircase AIと統合され、顧客とのやり取りを分析し、実用的なインサイトを提供します。 既知の問題トラッカー – 新しい既知の問題トラッカー（KIT: Known Issue Tracker）により、進行中の問題の透明性が向上します。 アダプショントラッカー – 新しいアダプショントラッカーにより、製品の利用状況を複数の製品にわたってモニタリングできます。強化ポイントEmail Assist – Gainsight管理者は、承認済みのメールドメインを定義できるようになり、一貫性とコンプライアンスが向上しました。 AIスコアカード – 「Optimize with AI」機能が正式リリース（GA）され、予測機能が強化されました スコアカードレポート – フィルタリング機能の向上、ドラッグ＆ドロップによるカスタマイズ、インライン編集が可能になりました。 タイムラインの親子関係変更 – CSMは、既存のタイムラインアクティビティのカンパニー/リレーションシップコンテキストを更新できるようになりました。  ジャーニーオーケストレーター – メールボットの検出機能が強化され、より正確なエンゲージメント測定が可能になりました。 X-Org移行 – 必須のコネクターマッピングステップが追加され、移行失敗のリスクが軽減されました。これらのアップデートにより、セキュリティ、効率性、接続性がさらに向上します。詳細はGainsightのリリースノートをご覧ください。皆様の顧客成功を全力でサポートいたします！ご質問やさらに詳しい情報が必要な場合は、お気軽にサポートチームまでお問い合わせください。  2025年のトレーニングと認定 -  管理者コース - CS エンドユーザーコース - CS  ***この投稿をフォローしたり、このカテゴリーを購読することで、新しいコンテンツやドキュメント、コミュニケーションが投稿された際に自動的にアップデートを受け取ることができます。*** ​@dstokowski ​@anil_c

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shayerisen
S
Scotty at CalendlyContributor ⭐️⭐️⭐️⭐️
Following accounts with rulesNew Idea

As a manager I’d like to follow every customer in my portfolio until they leave. Also, I want the CSMs that will eventually be getting these accounts from my Implementation team to follow them too. Doing this from a rule allows us to set a very helpful mechanism to getting updates in place without having to constantly manage the follows manually.

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ajprince

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