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Elana CipinContributor ⭐️⭐️⭐️⭐️
Reconfigure Query in Active JO (new version)Development

I’m trying to adopt the new version of Journey Orchestrator, but keep finding areas where it’s not in parity with the old version! In the new version, if your participant list is based on a query, that query can’t be edited once it’s active. It can’t even be edited if you pause the journey. The only solution I see is to clone the journey, make updates in the new, and activate changes in a new program. TL;DR this is a hassle, and time consuming! This is challenging because you have to then manage different versions, potential exclusion list for the new JO to not pull in participants from an old version, you have to monitor the old to make sure everyone has complete before stopping, you have to create reports to get analytics of all versions, etc. Would love to see the flexibility that the old version had, where you can adjust your queries on active JO’s. 

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51039
BPatrick
5 days ago
Stuart
StuartHelper ⭐️⭐️
posted in Customer Success (CS)
Company Records Hygiene - Delete via API

Hey folks,I wanted to share my process for handling Company record deletes. Our internal processes mean that on a regular basis we have Accounts in Gainsight that are flagged for review; the Account no longer exists in the CRM and a decision has to be made on whether data exists on the Account record and so the Company/Relationship records require to be merged in CS, or whether a straight up delete can be actioned. I’m not a fan of deleting either in Data Management, or Customer Data > Company - I personally find the process a little clunky, and additionally a manual decision is required as to which records require to be deleted. I have a KPI widget powered by a DD dataset on an Admin dashboard that monitors records that exist in CS but not in the CRM. The drilldown includes:Company Name GSID Company Status Number of Relationships Number of Active Relationships Number of Active + Paid Relationships Count of Timeline ActivitiesGenerally, I find this information is sufficient to deter

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Stuart
5 days ago
Kaori Wakui
Kaori WakuiGainsight Employee ⭐️
published in CC | 初期コンテンツ
チームメンバーのカウント方法

チームメンバーとは？チームメンバーとは、コントロールにアクセスできるすべてのユーザーのことです。 ユーザーは以下の条件を満たしていれば、コントロールにアクセスできます： 管理者、コミュニティ管理者、モデレーターのプライマリロール コントロールにアクセスする権限を与えるカスタムユーザロール 詳しくはカスタムユーザロールのパーミッションガイドをご覧ください。 Team overview（チーム概要）ページの招待ツールを使用して、ユーザーを管理者、コミュニティ管理者、またはモデレーターに招待した場合、そのユーザーがまだ招待を受け入れていなくても、シート使用数にカウントされます。 以降は、シート数に制限のある料金プランをご利用のお客様を対象としています。 どのユーザーがシート合計にカウントされますか？コントロールにアクセスできるCCユーザーは、チームメンバーとみなされ、シート使用数としてカウントされます プラットフォームに招待され、まだ招待を受け入れていないユーザーもシート使用数としてカウントされます 別のチームメンバーを追加したいのですが、すでにシート数に達している場合はどうなりますか？問題ありません。そのまま続けていただけますし、ご本人の同意なしに料金を請求することもありません。 シート数の制限を調整する必要がある場合は、Gainsightのメンバーがご連絡いたします。詳しくは、チームの管理方法と新メンバーの招待ガイドをご覧ください。 

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Kaori Wakui
5 days ago
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sahil_nazirGainsight Employee ⭐️
asked in Customer Success (CS)
Close CTA irrespective of the success plan status

Hi Team,Customer is trying to auto-close CTA via rules. However, CTAs that are part of success plans are closed only if the success plan status is active. Can we have this limitation lifted? Feedback from customer:Although I was not looking whether it's a limitation documented or not but more emphasizing on if it's a limitation then why limitation is only applicable for auto closing this type of objective CTAs only via the rule why not on manually closing if the success plan is in draft state.If the behavior is corresponding to a Success Plan's draft state then it should be identical in all the places(manual or auto close).However if this behavior is only set for auto closing the CTAs then could please let me know if there's any way of lifting this limitation as it's clearly not adhering to better user experience of a product.Note, as of now in our case there are only few Success Plans but going forward if we come up having more number of Success Plans & that are in draft state the

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S
5 days ago
Sebastian
SebastianHelper ⭐️⭐️⭐️
published in Groups
Invite users to groups using invite linksTutorial

What are group invite links:Invite links are an easy way to invite users to groups.Any end user who clicks on a group invite link will automatically become a member of the group without having to click "Join" (public groups) or "Request to join" (private groups). For private groups, the invite links allow the applicant to bypass community manager approval.  End users automatically become group members, once they click on the join link. When to use group invite links:Invite links are available for public and private groups. You should use invite links if you aim to get as many members as possible to join your groups. We do NOT recommend using invite links for groups containing sensitive information. Invite links should be used for groups that are interests, role or location based (for ex: Amsterdam group, Designers groups). Where get to the invite link:Go on the Group detail page in Control Click "Invite members" on the top right Copy the invite linkYou can now share this link with anyo

93129
Erik_
5 days ago
Sebastian
SebastianHelper ⭐️⭐️⭐️
published in Groups
Invite registered users to groups using email invitesTutorial

'What are group email invites:Email invites are a great way to invite users to public and private groups and therefore grow the amount of group members.Any end user receiving and accepting an email invite for a group will automatically become a member of the group without having to click "Join" (public groups) or "Request to join" (private groups). In the case of private groups, community managers won''t need to approve join requests. When to use group email invites:You should use email invites when you wish to invite a specific list of users to a group. The invitation will be valid only for the selected users and no one else. Invite links on the contrary can be used by any end user.  How to invite registered users to groups by emailMake sure you’ve customized the ‘Join a group’ email template to your preference (see the how to below).Log in to Control as a Community Manager/Administrator. Go to Control > Platform > Groups Select the group you would like to invite users to Click

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Erik_
5 days ago
A
Anonymous
Allow for groups to be archived/unarchivedOpen

We utilize groups for a lot of things and I’d love to have a way to be able to archive/unarchive a group once a group is no longer needed while still retaining the valuable content in that group should it want to be referenced or resurrected later. You can think of this being similar to how a channel can be archived in Slack.This would do a couple things:it would remove the group from the overall groups list in Destination it would move the group from the main list in Control to some sort of archive list or grouping or indicate the group as archived vs. active it would retain the topics in that group should someone want to reference and also could automatically remove the members that were part of the group and notify them that it has been archived.Some examples for us:we use groups for betas. At the end of the beta, we’d like to be able to archive the group so it no longer appears in our list of groups while still retaining the topics created in that group for reference by our product

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484
svh
5 days ago
Kaori Wakui
Kaori WakuiGainsight Employee ⭐️
published in CC | 初期コンテンツ
コミュニティでチームを管理する方法 (+ 新しいメンバーを招待する!)

このガイドでは、チームを管理する方法と、新しいメンバーを招待する方法について説明します。チームを管理し、新しい同僚を招待するには、管理者 プライマリロールが必要です。 全チームメンバーのリストを見る方法 まず、どのユーザーがチームメンバー/シートとしてカウントされるかを確認してください。コントロール環境に招待されたメンバーはすべてシートとしてカウントされます。全チームメンバーのリストを見るには、管理者としてコントロールにログインし、メニューのチームボタンを押してください⬇︎チームボタン：別名 巨大なキーを持つユーザー各チームメンバーについて以下を見ることができます：ユーザー名/メールアドレス チームメンバーにコントロールへのアクセスを許可するロール （これはプライマリロールまたはカスタムユーザロールにすることができます） チームメンバーが最後にアクティブになった日時（最終ログイン日/最終投稿日）アクション欄では、現在2つのアクションを取ることができます：役割の編集（チームメンバーを昇格/降格させる） 招待をキャンセルする（招待されているが、まだ招待を受け入れていないユーザーの場合） 新しいチームメンバーを招待する方法管理者としてコントロールにログインし、Team overview（チーム概要）に移動します ‘Invite member’（メンバーを招待する）をクリック 招待したい人のEメールアドレスを入力し、どのプライマリロールを持たせたいかを選択し、「Send invite via email」を押します。招待された人は、7日以内に招待を受け入れることができます。招待をキャンセルするには、チーム概要でそのユーザーのところに行き、「招待をキャンセル」を押してください。 チームメンバーを削除する方法コントロールへのアクセス権を誰かから剥奪し他の人に渡す必要がありますか？その場合はチームから誰かを削除する方法は以下の通りです。管理者としてコントロールにログインし、Team overview（チーム概要）に移動します 削除したいチームメンバーを見つけ、‘Edit role’（ロールの編集）を押します そのユーザーのプライマリロールをSuperuser（スーパーユーザー）もしくはRegistered user（登録ユーザー）に設定し、コントロールへのアクセス許可を持つカスタ

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Kaori Wakui
5 days ago
Kaori Wakui
Kaori WakuiGainsight Employee ⭐️
published in Gainsight Japan : 日本語コンテンツ
【重要なお知らせ】コネクタのアップデート

7月と8月のリリースノートで概要をご説明したとおり、弊社ではコネクタのバックエンドのインフラストラクチャをアップグレードしました。アップグレードにより、ロード時間の短縮、全体的な効率の向上、新しい機能強化の導入の迅速化が可能となります。 サービスを中断させないために、一部コネクタで管理者の方に以下の対応をお願いさせていただいておりますので、改めてご案内させていただきます。以下のコネクタでは、V2コネクタ上でジョブを再作成する必要があります。この手順は、11月30日の期限後にジョブやデータの同期エラーを回避するために不可欠です。Zuora Intercom Pipedrive Zohoコネクタのアップグレードの際に、これらのアプリケーションの最新サポートAPIバージョンとの互換性を確保しております。更新されたAPIの変更により、コネクタで利用可能なフィールドの調整が必要となっているケースもあります。その結果、一部のフィールドは廃止または削除されました。各コネクタで削除されたフィールドの全リストはこちらでご確認いただけます。 11月のリリースからは以下のコネクタに対して再認証もしくはコネクションをEditしていただく必要があります。Zendesk (再認証) Zendesk上でウィジェットを利用される場合には、一度リンクを解除いただき、再認証し、再度リンクください。 JIRA (再認証) ServiceNow (再認証) Google Big Query (再認証)  カスタムオーセンティケーションが選択されている場合は「Edit Connection」と「Save」をクリックしてください。 新しいサービスアカウントを選択される場合は、新しいService Private Keyを作成してください。 FreshDesk (Edit し Save) 重要💡アップグレード後のジョブが確実に成功するように、それぞれのシステムで管理者レベルの権限でアップグレードされたコネクタを再認証することが重要です。詳細については、上記のリリースノートを参照してください。

190
Kaori Wakui
5 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Phrase Forum metatags vs. Branding / SEO & Social?

I founded this by accident and I started to wonder, what is diffence between these two settings:Control → Phrases → Module: Forum metatagsvs.Admin panel → Theme → Branding → SEO & SOCIAL: Title  At first glance both looks same, but if so why there are two different places to define metatags?

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revote
5 days ago
Sabin Brabb
Sabin BrabbContributor ⭐️
posted in All About Pulse
From Here to Maturity

ITS ALMOST TIME!!!!!  

101
revathimenon
5 days ago
C
Chika NagataContributor ⭐️
Request for support of Snowflake's key-pair authenticationNew Idea

We are using the Snowflake Connector to fetch data from Snowflake. It supports password authentication and OAuth for the authentication method. However, Snowflake is persuading to use key-pair authentication for its service accounts. Our company's security policy also prefers key-pair authentication for Snowflake service accounts whenever possible. It would be appreciated if the more secure authentication would be available.

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40
C
5 days ago
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Education (CE)
Setting the benchmarks for our new LMS

Our team is launching our first ever LMS for the company (we’re so excited and are loving the CE tool) but we’re having trouble establishing some benchmarks for reporting and metrics as we’ve never had a learning management system before.What were some KPIs you looked at for the first few months/quarters? How did you define success? Thanks in advance!

385
cdonargo
6 days ago
darkknight
darkknightExpert ⭐️
Add "Last Updated By" to the Company (and Relationship) Cheat Sheet objectsNew Idea

It would be great if we could see who / what last updated the Cheat Sheet. Right now I can see when it was last updated, but I cannot tell if it was via the auto-refresh process or by an individual. This will be important when troubleshooting issues with the auto-refresh function.

5
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darkknight
6 days ago
MayurGhiya
MayurGhiyaGainsight Employee ⭐️
published in General information
Change Document for Enhanced Search Experience in Community (Open Beta)

Overview Sorted Live Search Results Category Overviews in All Search Results Organized Search Results by Categories Filter Capabilities within Categories Common Queries How do I enable this feature in my community? IMPORTANT: The enhanced search experience is accessible only to community users with Moderator, Administrator, or Community Manager access.This article helps community users to learn about the changes in search functionality as part of the enhanced search experience.OverviewThe community is where customers collaborate, learn, and share product or service experiences. They heavily rely on search capabilities to navigate through all available information and access information that is most useful. The enhanced search experience in the community leverages Gainsight’s Horizon design system to simplify how community users use the search functionality, by bringing a host of improvements and new enhancements.Key improvements and enhancements include:Sorted Live Search Results: Prov

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M
6 days ago
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bdrivasContributor ⭐️⭐️
Product Idea Stage Change Notifications for UpvotersNew Idea

Reference to question from 3 years ago about this capability: We would like the ability to notify the original poster, repliers, and up-voters receive an email notification when the status/stage of an idea has been changed. This is to ensure customers who have upvoted an idea can stay informed on that idea’s progress.

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10
B
6 days ago
B
bdrivasContributor ⭐️⭐️
Self-service export of subscribers by forumNew Idea

We would like the opportunity to, from within our existing Gainsight admin dashboard, export a list of users who are subscribed to each of our forums/groups. Today we have to go to your support team to request ad hoc.While this is available via the data lake project, we’d prefer having this information available without going through this exercise.

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B
6 days ago
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tmcmahonGainsight Employee ⭐️
posted in Customer Education (CE)
Upcoming Office Hours: Making the Most of Email Communications in Gainsight CE

Curious about how to leverage different types of email communications in Gainsight CE? Join our next Office Hours session, where we'll dive into the platform's email tools to help you create impactful, seamless learner interactions every step of the way!  📩 What We’ll Cover:Types of Emails: We’ll walk through the different types of emails you can send, from automated messages to manual group emails and learning path notifications. Finding & Configuring Email Settings: Learn where to access and configure email settings to match your needs, including action-based triggers to automate key communications. Branding & Customization: Discover how to make each email align with your organization’s branding, creating a cohesive learner experience from start to finish. Popular Use Cases for Emails: Get inspired by practical examples of how other Gainsight CE customers are using emails to boost engagement and keep learners moving forward.📅 Join Us Live!Date: November 21st, 2024Time: 10:0

151
cdonargo
6 days ago
sam_buddery
sam_budderyGainsight Employee ⭐️⭐️
Auto Add Company Logo when adding new CustomerDiscovery

Now that the C360 supports a company logo it would be a huge time saver if the company logo could be automatically added from the company domain.There are a few CRMs that do this probably using an API like this https://clearbit.com/logo

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2589
alyssa.harding
6 days ago
bytor104
bytor104Contributor ⭐️⭐️⭐️
Allow Admins to configure Search Fields for Lookups to custom objects in Report Inline EditingNew Idea

Currently in CTA Type layouts, an admin can configure Search fields for Lookup fields/attributes to custom objects which allows users to search for records by the values/characters within that object’s Searchable fields. I would like to be able to see this same capability extended to Inline Report Editing so that users can search for a lookup field custom object record to which they can associate the Report object’s record. This type of parity across features is crucial in making this platform fluid and intuitive.

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301
HollySimmons
6 days ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in AI Inspiration and Insights
The Human Side of AI: Finding the Sweet Spot in Customer Success

 Remember the first time you called a customer service line and realized you were talking to a chatbot? That slight pause in conversation, the too-perfect responses, and perhaps a hint of frustration as you repeatedly asked to "speak to a human." Fast forward to 2024, and AI has evolved dramatically – but so have customer expectations. The question isn't whether to use AI in customer interactions anymore; it's about finding the perfect balance between artificial intelligence and authentic human connection.The New Reality of Customer SuccessToday's customers demand both efficiency and empathy. They want instant responses at 2 AM and deep, meaningful conversations about their business challenges during working hours. It's a tall order, but one that forward-thinking companies are learning to fulfill by masterfully blending AI capabilities with human expertise.The Art of Knowing When to Use WhatThink of AI and human interaction as a well-choreographed dance. Each partner has their strength

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meenal_shukla
6 days ago
L
lyoungContributor ⭐️⭐️
asked in Customer Communities (CC)
Hide Quick Links on Custom Page by permissions

Hello, We have a custom page for a specific subset of users. Within the custom page, we have quick links to sub categories. Depending on the users role we want them to only see certain quick links on this custom page. Note: If we use the Category widget instead of quick links, all other categories they are a part of, outside of this Custom page, will be visible on this custom page so I am also open to solutions that allow me to hide categories on a custom page.  Is there any way to set this up?

325
DannyPancratz
6 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
Allow Rich Text Widget on all C360 page configurationsNew Idea

The Rich Text Widget in Dashboards is a very helpful way to embed help text directly onto the page. We use it most for enablement purposes - to describe how to use the page and to provide links to help docs.There is a valid use case to have Rich Text Widget available to be inserted in all types of C360 pages. For example, I’m considering creating a form on the C360 using inline report editor. I would love to have text on the page that gives information on the form, how to “submit” it, instructions on the process, etc.

5
131
dayn.johnson
6 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
Allow Summary page in C360 to be used more than onceNew Idea

Summary page types in C360 are super powerful as you can combine reports, attributes, widgets all in one place. However, they very quickly get overwhelming because they are the ONLY page type that allows for this type of configuration.Today, we are limited to adding a Summary page type once. When you already have one, you cannot add another. This request is to allow more than one Summary page to be added to a C360 layout. 

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232
beatriz.winn
6 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Success (CS)
New Settings button

I like how they bring the options to the front end 👌 

203
revote
6 days ago

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