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Hello! I’m trying to embed a Canva video in a community post and while I’m able to embed the video, whenever I try to play it, the video just hangs and perpetually tries to load. The video has been set to “Live” and the link used in the embed is a “public view link”. Curiously I can’t watch the video in an Incognito window in Chrome either. Does anyone have any experience with this, or a potential solution? Here’s the thread, for anyone curious: https://mercell-en-sandbox-community.insided.com/uk-ireland-89/testing-embeds-98

How can I remove the ideas tab from the KCBot results page? We do not use the ideas module, so it will always be zero results.

Hi Y’all, I am exploring the use of a KC Bot. I have a couple of questions. 1) I would like to modify how the community content is shown. How do I remove the ideation section. We are not using that Module. 2) Why does the KC Both pick up the production community content when I am building it in our Sandbox. When I open the bot in the community I see all the latest content from the live Production community. Where is the source of community content defined? Many thanks, Alistair

Gainsightへようこそ！！ これからGainsightをたくさん使っていただけるようにさまざまなナレッジやTipsをご共有していきます。 まずはGainsightへのログインの仕方から。 ユーザー登録 ユーザーになられるとまずは皆様に以下のようなメールが届きます。 from：no-reply@gainsightapp.com 件名：Gainsightへようこそ。アカウントは正常に作成されました。 ここの パスワードを再設定 しますをクリックします。 ＊リンクの期限が24時間となっておりますので、それを過ぎてしまった場合には管理者の方に再送いただくようにお伝えください。 クリックするとこのように新しいパスワードを依頼されますので作成お願いします。パスワードの条件： ・8桁以上 ・大文字、小文字、数字、特殊文字のうち３つ以上組み合わせが必要 ここで ＞ のマークを押すと設定完了。 ホーム画面にたどり着きます。 以上で完了！ ぜひURLをブックマークしていつでもGainsightにログインできるようにしておきましょう😄 ログイン ブックマークされたURLからログインしていきます。 クリックするとログイン画面が出てきますので、以下を入力して ログイン＞ をクリック！ ユーザー名（メールアドレス） パスワード 簡単ですね！！毎日ログインしてお客様状況をチェックしたりアップデートしていきましょう！！

皆さん、こんにちは。 弊社では年度末を迎え、1年のGainsightを活用したCSMの活動の振り返りを行っていたりします。 そんな中で課題に上がったことを今日は失敗事例の共有として記載させていただきます。 課題①：スコアに紐づくCTAの進捗が芳しくない 課題②：スコアが日々の活動に活用されておらず、推移が乏しい なぜ、こんなことが起こったのか？それは、スコアの複雑さが原因でした。 Gainsightを使えて、スコアリングの機能を活用できるようになったら、現場マネージャーも含めて、これまで見えなかったことが見える化できることから、あれもこれもとスコアリングをしていました。 それ自体は決して悪いことではないのですが、当事者であるCSMメンバーにとっては、「Overallスコアは何をすればあがるのか？」が、ほぼ理解されていなかったのです。 よって、スコアは参考程度にされる用途しか満たしておらず、本来の役割を果たせてませんでした。 そこで、改めて立ち返ってみて、どんなことを目指していこうとなった際に、まずはNPSスコアを上げていく活動ができるようになりたいと考えた時に、例えば既にNPSスコアがマイナス域でない（仮にマイナス域であっても1桁台など）であれば、アップセル・クロスセル機会をもっと増やしたり、ユーザーチャンピオンの開拓などにつながる活動が良いと思いますが、 弊社の場合、まだまだそのレベルにないため、足元の不満を抱えた多くのお客様への改善活動の方が優先であるはずでした。 それなのに、スコアには同レベルでアップセルに関するスコアだったり、チャーンリスクのスコアだったりが、メジャーグループとして分かれて複数存在していました。 一旦考えをリセットし、まずメンバーがリスク顧客をキャッチアップして、改善活動に直結できるように、メジャーグループも4つ→1つ（グループ分けなし）に変更し、その中身のメジャーも4－5個程度に制御するところから始めることにしようとしています。 ただし、これはあくまで現時点での考えです。この先NPSが上がってきたら、今のスコアでは十分ではないので、今後のスコアリングの見直しタイミングは、NPSの実績に合わせてロードマップにしていければと思っています。 NPSが0以上の水面浮上したら〇〇、更にNPSが＋10以上になったら、〇〇のように、お客様のコンディション

Hello everyone! This thread is for our upcoming Thursday Admin Office Hours session on Thursday, March 27, 2025 at 11am PT / 12pm MT / 1pm CT / 2pm 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): Thursday, March 27, 2025 at 11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting: https://gainsight.zoom.us/j/95564886548?pwd=SGZyVmM2NGpYSW02RU5XY2x5TjJhUT09 Meeting ID: 955 6488 6548 Passcode: 296864 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/aeD4b4SdoB

Hello everyone! This thread is for today’s Tuesday Admin Office Hours session, Tuesday, March 25, 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, March 25, 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 8131 Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

We are working on an automated NPS program that would trigger 90 days before their renewal date each year. We have not utilized intervals before, so I am just hoping I can get a second set of eyes to ensure I have this set up correctly. We would like it to show up to 2 times per occurrence, and take place annually. Am I on the right track? Should I maybe set it to 11 months to ensure it re-qualifies them on time?

Summary: This article explores the nuances of my role as a Gainsight Journey Orchestrator (JO) administrator, distinguishing it from a broader Gainsight CS Ops admin position and highlighting the skills, challenges, and future evolution of this critical function. Missed the first article in this series? View it here. 1. My Role vs. a "Whole Gainsight" CS Ops Admin My role is more focused than that of a general Gainsight CS Ops admin. While a CS Ops admin handles a wide range of tasks, including data design, reporting, and surveys, I primarily concentrate on: JO-Specific Tasks: Email template creation, content creation for journeys, troubleshooting, and testing within the JO platform Data and Integration: Working with data designs, reports, and dashboards as they relate to JO programs, and coordinating with marketing counterparts on external communication flows At the core, I specialize in the communication aspects of Gainsight, ensuring effective and targeted customer engagement throug

Users have to be approved by a group admin to join a private group. After approval a user can see and post topics + comments. In this article we’ll explain how to approve or decline members into private groups: How to be notified of private group join requests: The first step is to define which Control users should be notified of the join requests. When creating a new private group, you can fill in the field Who will be notified about join requests. By default, the field will be filled with the name of the user creating the group. That user can be removed from that field, if needed. Only community managers and above can be added as they will need access to the group detail pages in control. The field Who will be notified about join request can also be filled after the group is created in the group detail page. Field to enter the Control users that should be notified of join requests Once the users are selected, they will receive an email for each new join request. When clicking on Mana

I caught up with Jeni, Ditte and Manda, and in that conversation Jeni proposed a community managers zoom call to catch up and hear what we are all up too. Set it up!

Hi everyone, Some of you might have noticed something new in our community recently. We have completely redesigned our ranks system, and that means that you will now have a new rank connected to your member profile. In case you’re wondering what a rank is, it’s a ladder that you can rise up in the community through participation. It’s a badge of honor for those who contribute to the community, and it helps everyone quickly get a sense of which members are the true experts. You’ll know when you get a new rank as we’ll send you a nice message about it. Ranks are based on thresholds that you reach through joining and participating in the community. We won’t share the precise thresholds and data points behind our system, but here is a quick explanation of the titles and what they signify: Explorer . Everyone starts in the Explorer ranks (from ⭐️ to ⭐️⭐️⭐️), which are for members who have joined the community and potentially re-visited several times, but have not participated by creating a

I’m afraid I am somewhat frustrated after spending the best part of half a day building something to find that the API docs do not give anywhere near enough information. Take a look at this…. https://api2-eu-west-1.insided.com/docs/community/#tag/ProductUpdates/operation/createProductUpdate My intention was to load our Product Updates with a load of backdated content published elsewhere. I can get the majority of the data from scraping a page, tweak it in the admin console, then publish. I got all of that working and then I find out that there is no way to add a retrospective date. There is literally a “createdAt” field you can post. It is NOT required. So, the natural assumption is that if it is not provided, the date will be the date it lands via the service. If it is provided, then that date will be used. What happens? The date is ignored as far as the UI is concerned and you are left with the publish date showing. Had the “createdAt” date been explained, I may not have wasted a day

I’m creating a Program to educate customers on the new product they purchased. Thing is, we have a couple different contact types we want to send the communication to, but the contacts are showing up in different fields/columns: Opportunity ID Order Signer Name Order Signer Email Company Contact Name Company Contact Email Oppty001 Jane Smith Jane.Smith@domain.com John Doe John.Doe@domain.com Is there a way to combine the different contact types into one column for name and email so that it looks like: Opportunity ID Name Email Oppty001 Jane Smith Jane.Smith@domain.com Oppty001 John Doe John.Doe@domain.com Thank you very much in advance for your help and suggestions!!

I was exploring some of the settings in our Academy, and clicked on Design > Themes and Templates. The current version appears to be Default Theme v2. And there is a new version, Default Theme v3 listed beneath. Are these versions that our company created? And if so, how can I see what this new version looks like in order to know if I want to install it? Thank you! Sheri Fogg

Gainsightを利用する際に一番よく使う機能がTimelineです。 タイムラインにはいくつか記録する方法があるのですが、今回は一番ベーシックなC/R360から記録を残す方法をご紹介いたします！ C/R360からTimelineに記録を残す 1. 対象となるC/R360にいき、アクティビティを追加していきます。2. 対象となるアクティビティタイプを選んでメモを記入していきます。 3. 各アクティビティタイプによって記入が必要な箇所が右側に表示されています。 ＊がついているところは必須入力になります。 4. あとは ログアクティビティ をすれば終了！ とてもシンプルですね！ 記録いただくとこのように各社に対してこれまでの会議、電話、メールなど様々な接点の情報が一箇所に集まってきます⬇︎ ぜひご活用ください！！

We have a couple of holidays this month across the globe. So we have modified support hours for certain channels for the next couple of weeks while we give our team time off. Please find the modified schedule below. May 1, 2025: Live chat & phone support disabled. Delayed response time on non-urgent issues Staffed 24 hours, but agents only working High severity cases. May 16 2025: Live chat & phone support disabled. Delayed response time on non-urgent issues. Staffed 24 hours, but agents only working High severity cases. May 26, 2025: Live chat & phone support disabled. Delayed response time on non-urgent issues Staffed 24 hours, but agents only working High severity cases. May 30, 2025: Limited chat hours Delayed response time on non-urgent issues Staffed 24 hours, but agents only working High severity cases.