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amanda.caldwell
amanda.caldwellContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Display company-level contacts at the R360

Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?

694
amanda.caldwell
11 days ago
Ritika Jindal
Ritika JindalGainsight Employee ⭐️
posted in  For CSMs by CSMs
Virtual Customer Advisory Meeting - Introducing Gainsight Copilot in Gainsight Assist plugins (Gmail and Outlook)

What is the VCAM about?We are exploring whether to invest in introducing Gainsight Copilot in GS Assist plugins and the value it can add for our customers, specifically identifying which personas will benefit from it.  Since CSMs spend a lot of time answering customer questions over email, we are considering if Gainsight Copilot can help them quickly find and provide the right answers to those questions. We would also like to show draft 1 of the designs we have in mind.What is Gainsight Copilot?Gainsight Copilot is a Gen AI-powered conversational assistant designed for Customer Success (CS) and post-sales teams, offering support across a variety of scenarios. In the first version, it provides rich, contextual answers to questions about Gainsight Timeline, Gainsight products, and CS best practices. Over time, it will expand to address any questions related to all Gainsight objects.What is the Agenda of the VCAM? Understand use cases for introducing copilot in plugins for CSMs/ Admin and

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Ritika Jindal
11 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Thursday US Admin Office Hours (CS Platform): Sept 12, 2024 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hello everyone!This thread is for our upcoming Thursday Admin Office Hours session on Thursday, September 12, 2024 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, September 12, 2024 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/95564886548?pwd=SGZyVmM2NGpYSW02RU5XY2x5TjJhUT09 Meeting ID: 955 6488 6548Passcode: 296864 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/aeD4b4SdoB

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bradley
11 days ago
bjoern_schulze
bjoern_schulzeHelper ⭐️⭐️⭐️
Ability to undo "Best answer" / "Solution" in frontendReleased

When a user posts a question, he/she (or any moderator) can mark one of the answers in this topic as "Best answer" (or "Solution", depending on how the phrase is, well, phrased). What's not possible is to undo this action in the frontend. The undo function is available for moderators in the control panel. If a user mistakenly marked an answer as "Best answer" (or a moderator marked a "Best answer" but the user doesn't agree), the only way to undo this is to ask a moderator to do it. This leads to more work than necessary. We would like to see the undo function also be implemented in the frontend.

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DannyPancratz
11 days ago
HenryHace
HenryHaceContributor ⭐️⭐️
asked in Customer Success (CS)
Is there anyway to default dashboards to filter to current user?

We have large dashboards that our CSMs use. If there was a way that we could default the view of the dashboard to “current user” our CSMs would not have to apply the filter every time and load times would hopefully be improved. We have CSMs saving their filters, but we have received feedback that the saved filters reset frequently causing frustration.

8311
HenryHace
11 days ago
ewinglel
ewinglelHelper ⭐️
asked in Customer Success (CS)
Unable to Delete a Dropdown Associated w/ an Activity Type

I was testing out some dropdown categories that will be associated with a new activity type, but after testing I was unable to delete the dropdown that I didn’t end up wanting to use. Have others run into this problem? My real problem here may be that I don’t have a “Sandbox” testing environment that would allow me to do this in Gainsight. Is this something that is available for Admin users? Any ideas, suggestions, or comments welcome!

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CristianaF
11 days ago
S
SrikanthGainsight Employee ⭐️
Can we give an option to delete dependecy in dependency mapping under dropdowns in UINew Idea

Hello Team,Can we give an option to delete dependency in dependency mapping under dropdowns in UI.Currently we have an option to edit but not able to delete.If we want to delete, we have to go via Backend.So, can we give an option from UI.

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22413
dayn.johnson
11 days ago
Jessica.Quazza
Jessica.QuazzaGainsight Employee ⭐️
New Ways to Level Up Your CommunityRelease

A thriving community is more than just a collection of users—it’s a space where people connect, share, and grow together. The best communities are accessible to everyone, no matter their language, the products they use, or how they engage. That’s why we’re excited to introduce two powerful enhancements to make your community easier to navigate, more inclusive, and ready to scale.These updates are designed to help you organize content effortlessly and provide a tailored experience for every member of your global audience. Let’s explore how these new features can deepen connections and unlock the true potential of your community. Increased Hierarchy in Community CategoriesAs both your company and community grow, keeping content organized becomes essential. Over the last few months, we’ve increased the hierarchy in modules like the Knowledge Base and we are continuing that work across the entire platform. We’re excited to roll out the three-level hierarchy capability to the Community modu

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Sudhanshu
11 days ago
R
rskousen1Helper ⭐️
asked in Calling API Callers
CSQL modification through the API

I am creating a utility which uses the Gainsight APIs to copy CSQLs from Gainsight to Dynamics since we use Dynamics CRM instead of Salesforce.I can use the API to get the CSQLs through (somewhat) documented API calls:POST xyz.us2.gainsightclud.com/v1/data/objects/query/gs_lead  → gets me all the CSQLs in the system.However, when I try to update the Gainsight CSQL as to whether the Dynamics Opportunity was Won or Lost (or make any other changes to a Gainsight CSQL) using:PUT xyz.us2.gainsightclud.com/v1/data/objects/query/gs_lead?keys=GSIDI am getting the error “Wrong api called, Transactional Data Load not supported for this object. Please check Gainsight Documentation”What is the correct API to use? Or does one exist? Since Gainsight has a Salesforce connector that does the same thing, this must be doable.

391
R
12 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
increase CTA name column width in GS Home CTA summary ribbon widget drill downNew Idea

The column width for the drill down of the OOTB CTA Widgets in Gainsight Home Summary Ribbon is incredibly tiny. All columns are treated the same in terms of width, when CTA Name should have priority and be larger. Right now, it’s truncating CTA name to about 10 characters...not even enough to get the full first word of a CTA name…To add fuel to the fire, the column widths are not sticky, so if a user spends time readjusting to get the CTA name in full (which, they need to do), they are stuck doing this every single time they access the drill down. Not a good user experience at all. 

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141
romihache
12 days ago
K
kate_wigglesworthContributor ⭐️⭐️⭐️
Change CTA widget in Home to be configured to CTA -> Assignee instead of Company -> CSMNew Idea

Within our CS department, we have different tiers of managers, CSMs, and CS support personas who all need to see different things. It would be great if we could configure the OOTB widgets to perform different actions based on needs. For example, the CTA widget on Home is designed to filter CTAs by Company→ CSM, not CTA → Assignee, which causes problems for Gainsight users who are not CSMs to see tasks assigned to them. I’d love for the full team to get use out of this part of GS Home but the current set up is proving difficult.These are a few example use cases I’m finding where this limitation causes issues:Our support team who have no companies assigned to them won't see any CTAs in the widget, even if they have CTAs assigned to them to aid with CSM work CSMs who are doing work on larger cross-collaboration projects won't see the CTAs assigned to them because it's not on one of their listed companies Managers who have CTAs assigned to aid in the renewal process for CSMs won’t see thos

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romihache
12 days ago
Tomas Trijonis
Tomas TrijonisContributor ⭐️⭐️⭐️⭐️
Make clicking on the CTA name in the Summary Ribbon open the CTANew Idea

So apparently this is an “intended” design:If you use the out of the box “Cockpit” widget in the new Home’s Summary Ribbon and open any CTA report like “CTAs due this week” you cannot open any of the CTAs. Funny enough you can close them, but because of the needlessly limited real estate you can hardly read the name of the CTA. The widget feels hardly usable and not at all actionable.Please allow users to open the CTA from this window.

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revathimenon
12 days ago
S
Sahiba_KaurContributor ⭐️
Make the CTA Attributes in Home Page Summary widgets clickableNew Idea

Please make the pre configured CTA attributes like the Risk CTA in the GS Home summary widget clickable also. You can only star the CTA or update the Status or due date but you cannot click on the CTA name to open it. It’s hard to manually click the company name first and then open the cockpit to find the CTA. Instead the summary widget attribute drill through would be much more helpful.

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revathimenon
12 days ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
Allow calculated field to filter email versionNew Idea

As a Gainsight Admin, I need to send a unique email version in a Program to a participant based on a real-time calculated field.Use cases:Sending a follow-up with different text based on a current value such as client healthscore Changing who an email is sent to based on current value, such as adding an executive to the email if a threshold is met after the Participant List is generated

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616
kelly
12 days ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in AI Inspiration and Insights
The End of Reporting: How AI is Revolutionizing Business Intelligence

 Picture this: It's Monday morning, and you need to understand why customer engagement dropped last month. Your current options? Wade through multiple spreadsheets, wait for an analyst to build a custom report, or click through countless dashboard filters hoping to stumble upon the answer. Sound familiar?Here's a reality check: while every enterprise software product comes equipped with robust reporting features, what users actually want isn't reports – they want answers.The Hidden Cost of Traditional ReportingFor too long, getting business insights has felt like playing a corporate version of telephone. You start with a simple question: "How are our customers using our product?" What follows is an all-too-familiar routine: requesting reports, waiting for them to be generated, analyzing various visualizations (yes, including those occasionally indecipherable pie charts), and often repeating the entire process when the initial data doesn't quite answer your question.This isn't just inef

260
meenal_shukla
12 days ago
A
awellsContributor ⭐️
Sort the "I need help with..." field in your "Submit a request" formNew Idea

This isn’t so much an idea or issue with Gainsight itself but as someone who regularly engages with support through the web form can you guys please fix the values in the “I need help with...” field of the form such that the values are sorted alphabetically? It would making finding things much easier if you did so and since you guys are using Zendesk making that change is painfully easy. All a Zendesk admin would have to do is go to the field display on the form (form Id 44006 per the url) and select “Sort descending” hit save then wait a few minutes (up to 5) for the change to sync to the help center form and your done. Quick video outlining the issue and showing how to make the change:https://share.zight.com/OAudEoZ4​@ophirsw ​@elliot_hullverson 

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10
A
12 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Consolidate all Email Subscriptions / Preferences in Profile SettingsNew Idea

A user reached out to me said he’s not receiving email updates from our community. In replying to him, I realized that the places he should check his settings are fragmented. Most settings are under profile settings, but not all Product Update subscriptions are completely separate Event Notification subscriptions are completely separate  Each Forum Subscription is separate on the forum category pageThis idea is holistic feedback that it should be possible to manage all of these in one profile settings page. Within that is probably two core ideas: Product Update and Event subscriptions (#2 and #3 above, as well as any others I may be missing) should be added to profile settings (#1 above) and changes to subscriptions should be bidirectional (if you unsubscribe on one page, the setting updates in the other like with unsubscribe variables)   Forum Subscriptions should also be able to edited from profile settings. Perhaps a multi-select drop down of the available forums and which they want

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182
dayn.johnson
12 days ago
katie_b
katie_bHelper ⭐️
Alert when saving edits to an active programNew Idea

I’d love to see some additional warnings/notification if making a change to the query in an active JO Program. The semi-new notifications when editing email templates are great at calling out the impact of a change, but we don’t have the same level of notifications in the program itself. We recently had a filter inadvertently removed from a JO query which is a much larger impact that some changes to the email template.

0
10
katie_b
12 days ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
Profile > Subscriptions should allow me to easily manage my category subscriptionsOpen

If I want to manage the categories that I subscribe to, currently I have to navigate to those categories and subscribe/unsubscribe. This assumes that I remember exactly what I’m subscribed to. 😅On the Profile > Subscriptions page, I would like to see (and I’m surprised you can’t today) the categories I follow, so that I can easily manage them. As a long time member of our organization’s community, on my Subscriptions page I see 400+ posts that I’m subscribed to. Maybe buried in there is the list of categories I subscribe to, but there’s no way to see that. 

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536
dayn.johnson
12 days ago
Sam77
Sam77Contributor ⭐️⭐️⭐️
Email Campaign Results: Export to CSVNew Idea

Hello!As we implement Email Campaigns more via our CC platform, I’d like to suggest the ability to export the different stat groups created (Delivery Rate, Open Rate, etc) to CSV. It would allow us to send that info to other groups at the company - for example, the users who clicked the link in the email could be passed over to another team to determine if they are existing customers or potential prospects.-Sam

1
10
Sam77
12 days ago
romihache
romihacheVIP ⭐️⭐️⭐️⭐️⭐️
Make custom order of a layout sticky and consistent across all featuresNew Idea

I can see this behaviour in any place like Rules List, Rule Chains, Data Management (Fields and Data tabs), Data Designer... If you rearrange the columns in x way when you do something that sends you outside the screen and then go back, they revert to a “default status”.In this example in Rule Chains I have it ordered by Last Run descending, and that column next to the Status. If I click on a rule and then go back, the Last Run moved back to the original place, but at least is maintaining the descending order of the Last Run In this other example in Data Management → Company I brought the Field Type to the second column in descending order to see the System Field Types on top. When I go back, the Field type moved to the right and the order reverted back by Name A-Z  ​​​​​​​

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523
Ester.Memoli
12 days ago
bradley
bradleyExpert ⭐️
Whitespace Expansion is for Sales, not Design!Discovery

 I’m not sure if this is a recent change and it seems that it is, but even if not what possible reason is there to clip the rule names and then have all this blank space next to it? I use a wide monitor, but this is a window taking up only half my screen. It looks the same on my smaller laptop. This is not a screen resolution problem, this is a design problem.This kind of design does not seem to indicate the users experience is considered at any point, but instead some arbitrary aesthetic. @ophirsw I know you’ve seen my various posts on whitespace and I’m sure are thrilled to see another :) I don’t search these things out and I’m not particularly jazzed about writing these but it seems that this issue of gratuitous whitespace at the expense of product usability seems to keep happening. Is there a better way we can communicate how inconvenient these changes are? Is there some other method we can employ that will have a substantive impact on the way these changes are considered to better

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30422
dayn.johnson
12 days ago
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
Multiple Levels in Folder StructureNew Idea

TL/DR: Is it possible to allow for multiple levels of sub-folders?Got reminded of this fact while reviewing the Reports and Dashboards course (screenshot source), and the fact that we are limited to only one-level of sub-folders has been a challenge in maintaining clearly organized folders across Reports, Programs, Email Templates, etc. while attempting to create a simple hierarchy.We have numerous JO categories, with multiple copies of certain programs (not even getting into version histories). For example, for our Re-Engagement programs, we have:Private Sector Re-Engagement (HTML & live link email type) Public Sector Re-Engagement (defanged & plain text email type) Defanged Private Sector Re-Engagement (non public sector, defanged & plain text email type)We’ve got three different email templates with different versions for each of those emails, and with a similar number of onboarding programs (each with 7 emails), the number of email templates we have quickly spills into

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485
dayn.johnson
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Enhance visibility and foster collaboration
Build role-specific dashboards to drive visibilityCRAWL

IntroductionCustomer Success teams handle vast amounts of data, but its value depends on how effectively it’s presented and consumed. Tailored dashboards empower CSMs, managers, and executives with the insights they need to make informed decisions quickly. By creating role-specific dashboards in Gainsight, you can prioritize the metrics that matter most, enhance decision-making, and improve team efficiency. This article will guide you through building actionable dashboards tailored to each role’s unique responsibilities.Step 1: Identify Role-Specific InsightsDetermine the key metrics and data that are most relevant to each role. CSMs: Focus on portfolio health metrics such as open CTAs, health scores, and recent customer interactions. Use data from Cockpit and Timeline to provide actionable insights. Managers: Aggregate team performance metrics like health score trends, customer segmentation, and overdue tasks. Build filters for managers to drill into specific CSM portfolios. Execu

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smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Enhance visibility and foster collaboration
Integrate insights into collaboration toolsCRAWL

IntroductionCustomer Success thrives on collaboration, but disconnected tools and siloed data can hinder alignment across teams. Integrating Gainsight insights into tools like Slack, Salesforce, and Zendesk enables seamless collaboration, ensuring that every team member has access to actionable customer data in their preferred workspace. This article will guide you through embedding Gainsight insights into collaboration tools to improve communication and drive efficiency.Step 1: Identify Insights to Share Across TeamsDetermine which insights are most valuable to share in real time with different teams. Customer Health Metrics: Share health scores and risk alerts to help Sales and Support prioritize at-risk accounts. Use Scorecards to configure and track these metrics for actionable insights. Upcoming Renewals and Opportunities: Provide visibility into upcoming renewals, upsell opportunities, and ARR trends to align Sales with Customer Success goals. Support Ticket Trends: Share sup

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smondreti
12 days ago

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