Skip to main content

Recently active topics

373 Topics
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
Get More from Staircase AI | Dec 2024 Release Notes

Staircase recently joined the Gainsight ecosystem, and we’ve been busy with a number of enhancements in the last few months that make our customers lives easier, and our insights more powerful. Check out our newest updates below!  📝 Custom Report BuilderUnderstanding your customer and team data is no longer confined to out-of-the-box standard reports. Just click ‘create new report’ from the Reports section, select your columns and filter to the accounts you wish to assess - then save it, share it, and use it!  🤖 AI Tasks (Beta)We all get a lot of email - and to better manage your asks and open tasks, Staircase’s new AI tasks will detect possible action items on your communications and surface them as task reminders under the notification bell in the upper right hand corner of Staircase. Choose which tasks to keep and complete, or mark is not relevant. 🤖 Ask Me Anything AI (AMA) (beta)Introducing Staircase AI Ask Me Anything - An account-level beta feature allowing users to query any

750
Tori Jeffcoat
13 days ago
clingley
clingleyContributor ⭐️
asked in Customer Success (CS)
Allow CSMs to create recurring CTAs themselves?

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

231
Jagari Das
13 days ago
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
CC's Gainsight AI needs the same feature-level toggles as Gainsight CS's AIOpen

What the subject line says -- CC admins need the ability to control which Gainsight AI features we want to roll out, not an all or nothing toggle. It looks like there are now a couple different toggles in the sandbox (vs. our production environment), but nothing near as granular as what’s available in CS.Our use case: Our security team has to review all new AI features before we enable them. While they’ve approved everything available now in production, they have not yet approved the new “Search Summary” feature that shows up in our sandbox environment.As a CS user starting a CC migration, this is yet another case I’ve found of a lack of #productparity between these different Gainsight platforms.​@Kenneth R, ​@revathimenon, I’d love to get some eyes on this!Gainsight CS settingsGainsight CC settings (production)Gainsight CC settings (sandbox) 

3
294
Yoeri
13 days ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
Email signatureNew Idea

CSM would like to import their signature as formatted in Outlook to Gainsight.   CSM wants to include in email assist templates and JO.  

122
128435
Karo
13 days ago
Julian
JulianGainsight Employee ⭐️⭐️
posted in Moderating content
Move content (topics, questions, comments, etc.)

There are several ways to move content on the community. Let's have a look at the different options: Moving a topic (question, discussion, article, idea) It is very easy to move a topic to a new location. Simply select the desired destination in the drop-down menu: Some notes on this: After moving the topic, the community will send a notification to users who subscribed to a category that a new topic has been created If you move a topic from category A to category B, the statistics will still count it as being created in category A. This has consequences on some levels, e.g. for the calculation of Badges (for example: x amount of topics created in category 😎. Moving one or several comments (to an existing topic) It might also happen that a post (or more posts) fits in better with a topic that already exists. In that case, you can move the content to another topic so you everyone can keep track of the discussion in a better way. Select these comments and use the butt

64913
R
13 days ago
seth
sethGainsight Employee ⭐️⭐️⭐️
Use Mass Edit to add PlaybooksNew Idea

I have a bunch of CTAs I've created for my CSMs using a Rule, and then I adjusted their Close Dates using DataLoader. I would like to use Mass Edit to apply a single Playbook to all of those CTAs at once, instead of having to do it to each CTA.

23
14311
N
13 days ago
nuts
nutsHelper ⭐️
asked in Customer Success (CS)
オプトアウト設定をメールテンプレートに埋め込む方法

オプトアウト設定で作成したフォームを、メールテンプレートに埋め込むにはどのように設定するのでしょうか？ユーザーからの配信停止希望を受け取るための設定をメールに追加したいです How do I set up a form created with opt-out settings to be embedded in an email template?I would like to add a setting to my email to receive unsubscribe requests from users.   

101
nuts
13 days ago
K
kristineoContributor ⭐️⭐️
posted in Customer Communities (CC)
Feedback re: Notification Center

Hi everyone,  Apologies if this isn’t the right category or area for this, but wanted to share some feedback that we’ve gotten from our users so far re: the notification center. We’re aware that it’s still an open beta, so hopefully some of these things are already known and are being worked on 🙂Clearing out notifications: Having the ability to “Clear All”  or “Mark all as read” vs. doing it one-by-one Timeliness of notifications/lack of clarity around what things trigger a notification:  “Just about every time I come to the page, I see one or more notifications at the top of the page by the little bell icon.  When I click on that, I can see old notifications, but nothing new.  This last time, the last “new” notification was showing from 20 hours ago, yet I had been to the page and cleared out all recent notifications within the last hour or two.  It seems to be pretty random.  There are times when I know there is something new (due to an e-mail I saw come in), but yet that won’t show

70
K
13 days ago
bradley
bradleyExpert ⭐️
Please Improve Relationship Section Experience in Horizon C360New Idea

This could probably be split across multiple posts but they’re all related so I’m posting here as a longer “thread” for these ideas.Because with Horizon 360 we can remove users ability to create and edit relationships from the C360 so I’m taking another shot at configuring a “Relationships” Tab for the C360 layout. There are two main areas this could really be improved, both are on the admin side and one really impacts the user experience: Admin Configuration Experience of the Relationship Sections in C360:In List View, reordering fields is a nightmare. If I move the last field to the second position, it doesn’t move everything else below it down one slot, it just swaps the two fields. So if I want to move one item up in the list, I have to then reorder every other field below it, each time. This is a step back from how field ordering works in report layouts for show me fields, for example. Even the experience between List and Card view is different, as Card view has slots in a layout

9
374
bradley
13 days ago
J
Jordan FilipContributor ⭐️⭐️
asked in Customer Success (CS)
Adding Success Snapshots to a Journey Orchestrator

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

38016
M
13 days ago
M
MimiNotoContributor ⭐️
asked in Customer Communities (CC)
How do I create an Event Overview page?

I am looking to build an Event Overview page on our community very similar to the one Gainsight has here: https://communities.gainsight.com/events?tab=upcomingI was told this can be built out of the box, but when I went through all the Events documentation, I didn’t find any information on how to do this.  I am in an Admin user role, and have the ability to create new events when I navigate to the Event section of the platform.Can anyone help point me in the right direction?  I can’t even figure out where to start building this page!

272
M
13 days ago
bradley
bradleyExpert ⭐️
Add Relationship to Already Created CTANew Idea

Today, once a CTA has been created as a Company CTA, you cannot add a Relationship to it, even if that CTA Type is available for that particular relationship.This means, that as a user, if you created a CTA and forgot that step, or you want to retro-actively add it due to a new workflow, you would have to delete that original CTA and create a new one. This is not idea, because 1) that is an obscene amount of extra work to add a value to a field 2) You would lose out on the original metadata including, but not limited to - the original CTA created date, original due date, task completed dates, etc. If I have an already created CTA, the OOB Relationship field should be editable as long as that CTA type is available for that Relationship type. Even creating secondary, duplicate lookups is a waste of time because then you have two places to enter in the same data and it gets to be a confusing mess. The fact that we cannot change this makes for a poor use experience and a very inflexible de

3
111
dayn.johnson
13 days ago
bradley
bradleyExpert ⭐️
Add Relationship View Customization PleaseNew Idea

Currently, on the C360 Relationship section, with create/edit/delete Relationships enabled for users, you have NO direct control over the “Add Relationship” view. See sample below for context:Currently, all this is based off of are any and all fields on the list and/or card view for the section, for a given relationship. There is no way to control the order of fields, or even what is editable or not.Please give us a way to customize, on a per relationship (even a per relationship, per C360 layout as well) basis this screen. We need the ability to configure:Field Labels Field Order Field Editability What fields display, independent of List/Card ViewAs an example, there are fields on each Relationship record that I’m aggregating via rule. I want them visible on list and card view for obvious reasons - it’s important for CSMs to see.However, I do NOT wan to have the fields on the create screen and I CERTAINLY do not want them editable. we should only add fields we expect them to fill in.

5
90
bradley
13 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Ability to specify UTM parameters on all links in Email Campaign TemplateNew Idea

It’d be nice if Email Campaigns had a feature that could append UTM parameters on the end of any links added within the email campaign. Example use case: Newsletters will have a lot of links within them. Adding a UTM on every link is tedious and prone to error. If I could set that once for the template (or individual email), it would add a lot of insight with very little effort.

1
50
DannyPancratz
14 days ago
romihache
romihacheVIP ⭐️⭐️⭐️⭐️⭐️
Connectors: Show the actual type of execution (manual/scheduled)New Idea

There are several ideas out there about connectors but I can’t find one specific for this gap and it was suggested by support to submit the idea, so here I am.The jobs’ execution history doesn’t distinguish between manual/scheduled, everything is shown as scheduled. In this example, the successful executions were manual: In the same way that rules engine distinguishes scheduled vs manual, the same should be true for Jobs as is can be very misleading, especially when troubleshooting.And since I'm talking about parity/consistency you can’t not know either either who/when created/modified the Job, so I’m leaving here an idea related to that gap:Thanks,

7
180
romihache
14 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
Improvements to the quotes: Hide images automatically, shrink the original post and quick quoteOpen

These features can be found from Xenforo at least, and I wish to get them to Gainsight community platform as well. These improves UX a lot but also helps mods as well because there is no need to fix quotes afterwards.Here you can see the original post: And here you can see how it looks when someone replies: Image is automatically hidden but you can open it by clicking here Post is automatically shrinked, you can see the first lines and if you want to read whole post you can read it by clicking here If you want to jump to the original post you can do it by clicking hereHere you can see how quick quote works: Just select the text you want to quote and small pop up opens Select “Vastaa” (Reply) from the pop up and text you selected, and nothing else, is automatically added to your quoteXenforo has only one level quotes and I wish to see them here as well.

1
122
Yoeri
14 days ago
andr_raposo
andr_raposoContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Required/mandatory "Ranking" Survey question

Hi team,This may be a silly question, but I was testing adding a Ranking question to a Survey and wanted to make sure that the participant actually ranked the various options and didn’t just submitted the default order. I tried marking the question as “Required” but when previewing the survey, having the question marked as required didn’t actually do anything.Has anyone had this same question before? How to make sure the customer actually reviewed the ranking? A matrix type question could also help here, but then the customer can give the same score to more than one option, right? Thank you!

333
alizee
14 days ago
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Tuesday session) -17/12/2024

This thread is for the Admin Office Hours session for Tuesday Dec 17th,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

90
baji_bathula
14 days ago
jmyoung780
jmyoung780Helper ⭐️
asked in Customer Communities (CC)
How do I make a Community Wide Announcement (as Admin)

As an Admin, what would be the best way to make an announcement so that everybody in the community is notified?  Is there a way? Thank you so much!Jamie

547
jmyoung780
15 days ago
jmyoung780
jmyoung780Helper ⭐️
asked in Customer Communities (CC)
Changing MY username...I can change others, but not mine.

Hi all,from an @ mentioning perspective we have been asking / changing users’ usernames to First Name Last Name and it’s been great.  Except for those of us that are Admins.   Where or how can I change my own user name?  Please and thank you.

162
jmyoung780
15 days ago
andreammelde
andreammeldeHelper ⭐️⭐️
Success Plans Modify Date updated when CTA or Timeline associated is updatedOpen

It would be great for the modified date on the Success Plan to be based on max date of a timeline entry or CTA modification. We are trying to encourage CSMs to update the CTAs and Timeline entries to help us track how often they are interacting with the plan. Right now, the modify date only updates when you close the plan, which is not a true reflection of how often a CSM is interacting with the plan.

29
27021
darkknight
16 days ago
ckeyes_bmc
ckeyes_bmcHelper ⭐️
posted in All About Pulse
Team Work Triumph: Unlocking Success Through Customer-Centric Collaboration

 Calling all Customer Success champions! As a Senior Manager of Digital Customer Success within BMC Software, I've seen firsthand how departmental silos can hinder our efforts. Everyone's focused on their own goals, leaving the customer experience fragmented.Here's how a lack of collaboration hurts your customers:Confused by conflicting information from different teams. Stuck in slow-motion resolutions as issues get passed around. Solutions that only address part of the problem, leaving them frustrated. Feeling like they're just a number, not a valued customer.But imagine the possibilities with customer-centric collaboration!Join me and the amazingly brilliant, Victoria Barry at my session at #Pulse24!  We'll equip you with actionable strategies to:Unify the business: Align everyone around the common goal of customer success. Speak the same data language: Use data insights to make informed decisions for your customers. Embrace a customer-centric mindset: Put the customer at the heart o

787
ckeyes_bmc
16 days ago
KatLeong
KatLeongGainsight Employee ⭐️
posted in All About Pulse
Pulse 2025 IS LIVE! Register & Submit to Speak Today!

Big Ideas. Bold Moves. Vegas Energy. We're so excited to announce that Pulse 2025 will be hosted at Caesars Forum in Las Vegas, May 28-29, 2025. With registration now open, this is your chance to go all in on learning, networking, and career growth with 2,000 of brightest minds in Customer Success, Community, and Education. Don’t gamble with your budget—lock in the Super Early Bird rate of $995 before prices increase on January 31, 2025. P.S. Interested in getting on stage? Our speaker applications are now open! Submit your proposal today for the chance to speak in front of 2,000 CS professionals.

1031
ckeyes_bmc
16 days ago
N
nburkeHelper ⭐️
Gainsight Assist Gmail PlugIn to include SentimentNew Idea

It would be ideal if there was an option to include a sentiment record when using the Gainsight Assist Gmail Plugin.  We use Gmail to send our emails as there are limitations within Gainsight that prohibit us from formatting emails the way we prefer and since the plugin allows us to choose the R360 account or even the C360 account, it would be great if we could record sentiment at the same time.

8
653
V
16 days ago
spencer_engel
spencer_engelExpert ⭐️
Allow a prominent escalation banner in C360 and R360New Idea

In support platforms such as Zendesk and ServiceNow, you’re able to insert customizable banners that communicate crucial information either org-wide or for a specific customer. This can be important to call out as clear as possible that a customer is escalated, for example.  The same concept can be accomplished in Salesforce - e.g. if Field X = true, insert all red text in the top right to say “ESCALATED CUSTOMER”. If Field X = false, insert green text saying “All is fine for now.”  It seems like no such capability really exists for Gainsight. I suppose the answer might be to check the scorecard, but that doesn’t accomplish the urgency that might be needed for an escalation notification. Has any thought been given to this type of functionality at the C360/R360 level? Happy to brainstorm more on this if it would be helpful.

19
817
L
17 days ago

Badges

Show all badges
Terms & ConditionsCookie settings