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A
ana_gHelper ⭐️
Ability to pin a Timeline activityDiscovery

Our client timelines are reviewed by a number of different users, from CSMs to Management to others who support the account and need to quickly sift through Timeline activity notes to pull details for QBRs. It would be helpful if the CSM could pin a particular Timeline activity to the top of the Timeline to flag for review by others. So for example, if the CSM logs an update, he/she would include the most important points in that activity so others don't have to spend time reading all of the long email chains, etc. just to get to what they need, while CSMs won't need to change their process of logging activities.

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7 days ago
rwilde07
rwilde07Contributor ⭐️⭐️
posted in All About Pulse
Sneak Preview - Pulse Europe - Supercharge your CS Career

Join me at Pulse Europe to explore how to step off the traditional career path, redefine success, and gain practical strategies to drive your own professional growth in Customer Success. Watch now to get inspired!   Can’t wait to see you there! 

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rwilde07
7 days ago
Albin Forslund
Albin ForslundContributor ⭐️
posted in All About Pulse
Presentation at Pulse 2024 - Fast Track to Excellence: Halving Onboarding Time While Achieving +80 NPS

Hi everyone, On the first day and first session of Pulse EU 2024 I will run a presentation called: Fast Track to Excellence: Halving Onboarding Time While Achieving +80 NPSIn this session I will share what we did and what we learned in our project to make onboarding smoother and more efficient. If you have any input or thoughts on the topic, let me know and I may cover it in the presentation. My goals is that you leave this session inspired and equipped with valuable insights on:Stakeholder Alignment and Engagement: Strategies for getting buy-in from both internal teams and external partners. Onboarding Journey Analysis: Identifying and smoothing out the rough edges in your process. Automation in Onboarding: Leveraging technology to enhance efficiency and consistency. Leveraging Gainsight: Tracking, measuring, and reporting on onboarding metrics. Integrating Systems for Transparency: Ensuring internal communication about customer status for seamless coordination. And even a bit of prod

293
Jagari Das
7 days ago
TMaier
TMaierHelper ⭐️
Stop automatically adding parenthesis to filter logic in report builderNew Idea

Recently (possibly with the switch to HA reporting), the report builder has started automatically adding outside parenthesis to filter logic statements. This is unnecessary, and when I need to add specific subclauses I have to go in and clean it up.  Example: A AND B AND C is saved as (A AND B AND C) - the parenthesis don’t serve any purpose. I would like to add a D OR E subclause to the logic. So I put the new filters in place, and need to end up with A AND B AND C AND (D OR E). I’ve got to go clean up the automatically-added parenthesis, which never did anything anyway. It would be more convenient if those weren’t added in the first place.

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angela_domenichelli
7 days ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
Email Link TrackingNew Idea

As a Gainsight Admin, I need to see the email template versions that have specific URLs that are clicked so I can complete a/b testing and iterate on design based on the person receiving the email opening a specific link. Currently I can report on click rates across a Program and Email Template, but not at the URL level.  So , if the email versions include more than 1 link (which they often do) I cannot tell which link is being clicked.  A good example is, there is a link to drive an action or 1 to contact Support and we want to track the actionable link’s success rate.  We can track how often the URL is clicked at a Program level with AO Link Clicked Analytics, but that does not drill-down to the email template and version level. It should be an easy, out of the box dataset within Gainsight to track the URLs within an email template and version.

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angela_domenichelli
7 days ago
Ester.Memoli
Ester.MemoliHelper ⭐️
Be able to customize the "Create" button in the new C360New Idea

Hi all,I think it could be nice to have the possibility to customize the options available in the new C360, for the button “Create”.For example, my team would like to have “Call” instead of the 3 that are there. Thanks

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706
dayn.johnson
7 days ago
aaronhatton
aaronhattonHelper ⭐️⭐️
Add the ability to create contact records from a timeline entryDiscovery

It would be great if I could add a new contact from Timeline entries. The contact I am trying to add as an external attendee doesn't exist so now I need to go back to people, add them, then try again (less likely to do that). If I could be prompted to add the contact, fill in any fields required and hit save, then continue doing my timeline entry, it could help ensure proper record keeping  

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dayn.johnson
7 days ago
cweber
cweberExplorer ⭐️⭐️⭐️
Feature Request: Simple Course Satisfaction Indicator (Thumb-Up/Thumb-Down)New Idea

I’d like to request a new feature for our LMS: the ability to enable a simple thumb-up/thumb-down indicator at the course level. This would allow users to quickly rate whether they found the course helpful.While my team currently embeds surveys for learners to take at the end of specific learning paths, this simpler satisfaction rating (that designers could toggle on/off within the course settings page) would provide a couple key benefits:Quick Feedback: It offers learners an easy, low-effort way to express their satisfaction. Course-Level Insights: It would give us a course-specific satisfaction metric that we can view and analyze on the Analytics page. This would help us spot trends and assess which courses are delivering value to users and which need our attention.I this this addition would enhance the feedback process and improve our ability to assess course effectiveness. Thank you for considering this request!

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J
7 days ago
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joel.adkinsContributor ⭐️
Publish without Restarting ProgressNew Idea

When changes are made to a live course in CE, the only options for saving are: Publish to Everyone & Force Retakes Publish only to New LearnersEven if it is a simple typo, these are the only options. Would be nice to have an option to Publish changes without forcing retakes. A “Publish to Everyone” option that does not cause retake. A situation occurred during our customer facing training event where a typo was discovered and the changes were made to a hyperlink. Because we could not force all users to retake, the typo had to remain in place for all users and we had to send a separate email out to each person. It just added a lot of time to our efforts. 

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7 days ago
jason_metzler
jason_metzlerHelper ⭐️⭐️
Inline Editing Lookup FieldsNew Idea

Love the new Inline Editing feature for reports! Unfortunately, one of my primary use cases for this would require the ability to update lookup fields. We have a report for “Strategic Stakeholders” on our C360 and our CSMs enter the personas (lookup to User) for each of the roles. They currently have to edit the low volume object record via the edit button. I’d like to switch this experience to an inline editing report, and to remove the ability for them to add a new record.  

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dayn.johnson
7 days ago
perry_rogers_10158d
perry_rogers_10158dContributor ⭐️⭐️
Universal HEX Color selection for CTAs, Scorecards, and reportingNew Idea

I have had multiple clients ask for more customizable colors within every part of Gainsight. The current limited selection of colors within scorecards, CTA types/values, and reporting limits the company’s ability to display data effectively to its users, CSMs, and clients. The addition of universal color picker would allow for bigger companies to segment their business units better and display information more effectively to its users. It would also allow for better internal communication of business practices by showing users more distinct differences in the data.  Scorecards: be able to customize the Scorecard color scheme and individual score colors  The color scales only allows for Red/Yellow/Green of varying shades. Previous client asked for Black to display customers that have churned. Red/Yellow/Green cannot convey this accurately. Another previous client asked for a Blue color to display customers that are new and should not be considered “good” or “bad” until they have been en

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7 days ago
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MichellegContributor ⭐️
Ability to customize chart colorNew Idea

Currently, Gainsight CS provides standard color schemes in reports, or the ability to set color based on predefined values.It would be highly beneficial to have the flexibility to select specific colors based on columns or grouping categories.This functionality would allow us to create clearer, more intuitive visualizations that align with our data presentation needs.Here are some key points that we believe would add value:Custom Color Selection: Ability to manually select colors for specific data groups. Consistency Across Reports: Option to save selected color settings for consistency across similar reports. Improved Visualization: Enhanced clarity in data interpretation by assigning colors that naturally correspond to different groups or columns. Below is an example of a report where the colors assigned in this chart are automatically generated and don’t intuitively match the severity levels represented by each category.Ideally, we would expect colors to reflect the criticality of e

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7 days ago
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MaheshContributor ⭐️
asked in Customer Success (CS)
GainsightNXT (CS) Export difficult to determine failed records

In Gainsight NXT Company object, when I send a request to insert the records, I am getting the response in the jumbled order, in that case, how can I determine which record is inserted or not,When insertion fails, error response is vague, where it returns failed field details without gsId or any other unique ID making it difficult to determine which record failed. in case there duplicate failed records. (same error) (This is batch export each consisting of multiple records)"errors": [                        {                            "errorMessage": "Invalid/Inactive value provided for picklist.",                            "errorCode": "GSOBJ_1012",                            "fieldName": "Stage",                            "invalidValue": [                                "SomeStage Invalid Value "                            ]                        }”,

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Jagari Das
7 days ago
Kenneth R
Kenneth RGainsight Community Manager
published in Community News
Definitions of our Idea Statuses

As part of our recent project to merge the Gainsight and inSpired communities we made some changes to the statuses of our ideas in order to make them more simple, streamlined and intuitive.Below is a set of simple definitions for each of our current statuses.  Idea Status Definition New Idea New idea that has not yet been reviewed or acknowledged by a Product Manager Open Idea has been reviewed and acknowledged by a Product Manager Discovery Requirements are being gathered and feasibility is being evaluated Development Idea is currently in development Parked Product Manager has determined this is not going to be considered (for now) Released Idea has been developed and released in the Gainsight product Closed (Won’t Do) Idea won’t be worked on as it isn’t feasible or aligned with product direction Current Behaviour Idea won’t be worked on as it is already cu

2082
Kenneth R
7 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Gainsight Digital Hub and DSA compatibility?

I would like to hear more about DSA (Digital Service  Act, 2022/2065) plans. EU have set new regulations for the companies who have online platforms, beginning of 17.2.2024.I think inSided have plans to provide full support for the all features?EDIT: I added link

21717
Kenneth R
7 days ago
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Sai Kumar PadalaGainsight Employee ⭐️
Export CSV option missing in the survey analytics when Show by "account" is usedNew Idea

Hi Team, The Export to CSV option is available only for the Users and not Accounts in the NPS, CES, Rating and Boolean Survey analytics. Replicable Steps: Go to any survey other than Multi-question and go to their analytics. Then click on the Users dropdown to select Accounts or Overview. The Export CSV option is not available. Video recording of the issue: https://share.zight.com/rRuARlom  

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S
7 days ago
Snigdha Adiraju
Snigdha AdirajuGainsight Employee ⭐️
posted in Community News
2025 CS Ops Product Council Nominations NOW OPEN!

🚨Nominations for the 2025 CS Ops Product Council cohort are NOW OPEN!   What is the CS Ops Product Council?The CS Ops Product Council is a community-driven group of passionate individuals who gather every eight weeks to discuss emerging trends in CS Ops and provide valuable input on Gainsight’s product evolution.  Council MissionOur mission is to spotlight community contributors and empower the future of customer success through these key pillars:Celebrate and elevate top contributors within the CS Ops community. Leverage collective expertise to guide Gainsight’s product development. Inspire and model leadership to foster growth across the CS Ops ecosystem.Want to learn more? Check out this FAQ!Council Themes for 2025 Sessions This year’s council sessions will focus on impactful themes such as:Scaled Success (e.g., Journey Orchestrator, Spaces, Pooled CS) Key AI Features (e.g., Copilot, Scorecard Optimizer) Staircase Integration (including automated logging, insights, and scores) Qual

2062
alizee
7 days ago
joe_difilippo
joe_difilippoContributor ⭐️⭐️⭐️⭐️
Gainsight Timeline - Ability to include external attendees outside of the client's orgNew Idea

Hi all, I want to submit a feature request for the ability to add contacts outside of a customers org as an External Attendee when logging a call on the Timeline. There is a business use case where our CSMs have partners join calls frequently and it would be very helpful to capture that in the timeline notes. Thanks!

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8 days ago
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Customer Success (CS)
CrankUp Technicalities - Holiday Preparedness with Gainsight CS

Are you concerned about how to keep your customers seamlessly updated on their schedules during the holiday rush? Join us to explore actionable insights and powerful strategies to ensure smooth customer operations through the busiest time of the year.🗓️ Save the Date📅 November 20th, 2024🕒 9:00 AM PSTRegister Here 📎 What’s In It for You?Tips for holiday-specific CS strategies Best practices for automating workflows in Gainsight CS How to ensure smooth communications during peak times Presenters - @Anjali Goswami @afnan khan @Akanksha Kandari 

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Anjali Goswami
8 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
Make CTA field names editable directly from the Group view without needing to click edit pencilNew Idea

In Cockpit Admin, when editing a CTA Layout, it appears as if the field names are editable within the layout modal directly. However, they are not. You have to click the Settings cog to then edit the name of the field.This is different than the new Playbook Admin where things like task names, owner, and due dates are all editable directly within the modal without needing to open up and edit the full task.Improve product parity and admin experience by making CTA layout field names editable directly when viewing the layout and not needing an extra click.

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sarahmiracle
8 days ago
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
CE Data in CC

Those of you have your CE tool integrated into your community, what type of data do you see in community analytics? 

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L
8 days ago
C
concrete_pipeContributor ⭐️⭐️
Resort Learning PathsNew Idea

We have a lot of learning paths and with various versions of the same name. I’d like to be able to resort learning paths based on my most frequently accessed or whatever pattern I’d prefer. They currently aren’t in a sensical order that I can tell, not even alphabetical by title.

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sfogg1234
8 days ago
G
gabrielaarenasContributor ⭐️
asked in Customer Success (CS)
CSQL Auto Creation

Can Gainsight CSQLs be triggered by something like a task or lead created in Salesforce? I am trying to see if Gainsight can solve for the other lead/ Add On requests that currently come in as tasks in SFDC.. Currently we use this mechanism to create a CTA, once a task is created in SFDC it triggers in Gainsight and a CTA is auto created from that SDFC task. So just curious is this can be set up with CSQL..

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R
8 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Tuesday US Admin Office Hours (CS Platform): Nov 5, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for today’s Tuesday Admin Office Hours session, Tuesday, November 5, 2024 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, November 5, 2024 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

332
J
8 days ago
cweber
cweberExplorer ⭐️⭐️⭐️
Add "Impersonate a Learner" Feature for Gainsight CENew Idea

I’d like to propose a feature request for the Gainsight CE (Customer Education) product: the ability for Admins to "Impersonate a specific learner."The ability to impersonate a specific learner would be extremely beneficial for several reasons:Enhanced Troubleshooting: Admins could directly experience and diagnose issues learners might encounter, leading to more effective problem resolution. Improved User Experience Testing: By simulating the learner experience, Admins can ensure that courses and content are functioning as intended and make necessary adjustments before learners encounter issues. Better Understanding of Learner Perspective: Admins would gain insights into the learner’s journey, helping them to optimize content and workflows based on actual user experience. Support and Training: Admins would be able to provide more detailed and accurate guidance to learners, as they can walk through processes exactly as a learner would.I’ve seen a similar request for Gainsight CS, and I

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C
8 days ago

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