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Crank Up Technicalities! Unlocking Customer health with Gainsight Scorecards

2 days ago

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mmarquesHelper ⭐️⭐️

Allow administrators to transfer ownership of reports to other usersNew Idea

When a user leaves the company or shifts to a role that does not use Gainsight PX, I want to be able to transfer ownership of that person’s reports, filters, etc to another user.Only administrators have access to user management, and currently, the only option is to transfer ownership of those items to yourself. Instead of temporarily giving someone administrator permission, I would like to be able to select the user who should receive ownership.

8 days ago

rhenryContributor ⭐️⭐️

Adjust Survey Partial Submission TimeNew Idea

It would be helpful for my organization if the partial submission timer on surveys was customizable or if we had the option to remove the 5 second rule. Our organization struggles with getting responses from surveys and so we have dialed them all back to only include one question. We do use the inline survey feature for the invitation email which has upped our clicks. But what we are noticing is that although the survey is opened the submitted/partial submission is half the number. After testing we have discovered that from an inline click to closing out the populated webpage it takes an average of 3 seconds, but the partial submit only works after a participant has been on the page for 5 seconds. This is causing us to lose 50% of our responses for all our CSAT surveys and forcing us to rethink our want for simple and add in filler questions to slow participants down.

8 days ago

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

8 days ago

nburkeHelper ⭐️

Gainsight Assist 7.0.0New Idea

The new Gainsight Assist has made logging emails to Gainsight from Gmail more tedious and time consuming. Before with the checkbox feature, it would show the relationships to just click and then send. It was fast, simple and didn’t take up part of the screen. Issues I see: With the new Gainsight Assist being part of the side flyout in Gmail, I can no longer use any of the other features I was using like Tasks, Google Calendar or Google Keep because those live in a side flyout and if you have that and Gainsight there isn’t enough room on the screen. You can see on the right here this is my Tasks open but it is too “squished” so it’s not ideal. It’s as if this was designed to not think that many already use Google related work apps.I can no longer have multiple emails going. As you see here I was working on two emails yet the Gainsight flyout is buried behind. Even if I close out the Google side bar the Gainsight flyout is still underneath my emails so I have to close my email and th

8 days ago

AlexanderOlmoContributor ⭐️

Allow filtering if one company primary contact books a call other contacts can be filtered out.New Idea

I am working with a team using programs (JOs) and they have suggested an idea of filtering out participants if one of the primary contacts books a call, preventing others in the same company from continuing the JO generating additional emails & CTAs. This saves the team time for companies that have already renewed with them. Spoke to GS support about this and mentioned nothing OOB is currently in place and to post the idea here.

8 days ago

mcookseyContributor ⭐️⭐️⭐️

Allow members to see their own points on their profileNew Idea

We have a very robust points program that members use to get merch/swag. Currently, the only place for them to see their points is on the leaderboard (toggle to all time, then scroll or otherwise search manually). EDIT: I see in another post that the admin view is different than the member view and that they can see their points at the top of the leaderboard.Because we have such a solid Rank and Rewards program that is point based and requires customers to redeem points for merch, they need to be able to see how many points they have easily. Can this be added to customer profiles? EDIT: I still would like to see this 😀

8 days ago

meenal_shuklaGainsight Employee ⭐️⭐️

published in Staircase AI by Gainsight

Customer Success at Warp Speed: Our Staircase AI Implementation Story

We're thrilled to announce our recent acquisition of Staircase, an AI-powered, cutting-edge customer intelligence platform. In our first week since the acquisition, we decided to take Staircase for a test drive ourselves. Our goal? To implement Staircase within our own customer success team, gaining firsthand experience and uncovering valuable insights that could benefit our customers.This post shares our week-long journey of implementing Staircase, highlighting the rapid time to value and the game-changing insights we've already discovered. Here's a quick rundown of our experience:Lightning-Fast SetupInitial setup: Completed in just three days Full configuration: Finalized within a weekSeamless IntegrationWe effortlessly connected Staircase with our core tools:G Suite (mail and calendar) Zendesk Gong.io ZoomThe integration process was remarkably smooth. As our Head of CS Ops, Kendra put it: "I was honestly surprised how easy the data syncing was with other tools. Since Staircase lever

350

8 days ago

spencer_engelExpert ⭐️

Any plans to support dd-mm-yyyy date or date/time formats?New Idea

I have a customer in Europe who is trying to use DD-MM-YYYY as their date format. We only support MM-DD-YYYY format in the MDA right now, but with more and more European customers coming on board, it would be nice to support DD-MM-YYYY. Any plans on that?  Also, any suggested approaches for getting around this?

8 days ago

Kaori WakuiGainsight Employee ⭐️

published in Gainsight Japan : 日本語コンテンツ

Gainsight Japan 最新ニュース！2024年9月号

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8 days ago

Larry2025Explorer ⭐️

User seeing GSID in cockpit instead of grouping headers by estimated age of CTAsNew Idea

Can we hide the Owner field in the sorting options both in Cockpit and Home Page as this is currently displaying the age value of the CTA but by GSID instead of a number?

8 days ago

CommunityKailaHelper ⭐️

Subscription DataOpen

I would like to see data on subscriptions:Who is subscribed Multiple subscriptions When they subscribed Unsubscribe info I cant push people to subscribe and have zero data to support if my efforts are working or not.

8 days ago

hillarydjContributor ⭐️⭐️

Modular Email TemplatesNew Idea

It would be awesome if we could configure email templates with modular sections.So- rather than having to create multiple versions, we would be able to apply filters (similar to the versions!) to show/not show certain sections within one single email template.This would be especially helpful for complex programs. For example, we have one program that targets 3 risk factors - but not all customers have all three factors. There could be combinations of each. (example: A and B, or B and C, or A and C, etc.) Each risk factor is addressed in a “section” of the email template. Right now we are managing the permutations through multiple versions (one for each combo of risk factors), but this quickly becomes unmanageable when additional factors are added. If this feature were available - we would be able to have ONE template, and filter for each risk factor to determine if that particular section should be shown. Thanks!

9 days ago

gloriamavunguGainsight Employee ⭐️

posted in Meetings & Office Hours

🚨 PX Webinar Alert: Register To Spice Up Your Onboarding! 🚨

🍴 Hungry for a better customer onboarding experience? Join us for CrankUp Technicalities: Onboarding à la Carte webinar, where we'll serve up the secret ingredients for creating a smooth and satisfying onboarding journey with Gainsight PX! Whether you're starting fresh or fine-tuning your approach, this webinar is packed with insights to help you boost user adoption and satisfaction. 👀 What you'll learn:Level Beginner: Collect Ideal Customer Profile data for a personalized onboarding. Level Intermediate: Apply role and goal-based TTV strategies for quicker success. Level Advanced: Create a unified onboarding journey across multiple products. 💡 PLUS: Learn how PX onboarding engagements and the Knowledge Center Bot can elevate your process. Stay for the live Q&A! Can't make it live? No worries! Register, and we'll send you the recording. 👉 Save your spot today and start creating onboarding that stands out!

9 days ago

fatima_sarahContributor ⭐️⭐️⭐️

Additional Fields in Outlook Add-in for Enhanced EfficiencyNew Idea

It would be highly beneficial to have additional fields available directly within the Gainsight Assist Outlook Add-in that CSMs use before sending an email. Currently, CSMs need to navigate to the logged Timeline Activity in Gainsight and edit the fields there. Integrating these fields into the Outlook Add-in would streamline the process significantly. Business Case: When a CSM composes and sends an email in Outlook using Gainsight Assist (Outlook Plug-in), they must later go to the Company Timeline in Gainsight to edit other activity fields such as Tags and Products. This additional step is time-consuming and inefficient. Allowing CSMs to add these fields directly within the Outlook Plug-in would enhance productivity and ensure more accurate data logging.

9 days ago

ajprinceContributor ⭐️⭐️⭐️⭐️

Track JO Participant DeviceNew Idea

We’d like to know data about how our email recipients view their content--on desktop or on mobile.As far as I can tell, there isn’t an easy way to do this today in Gainsight CS.

9 days ago

kathleenkenny23Gainsight Employee ⭐️⭐️

published in Product Experience (PX)

How to Map your KC Bot and measure value!

How is the KC Bot driving value to your business? First thing’s first - you need to map it in order to answer that question! Below I have provided instructions with the help of our amazing data analyst @Pau.Orti. Thanks, Pau! :) Once you have KC Bot mapped, you can tell stories such as….. Increased User Retention: Using Retention Analysis Report in PX to showcase that users who are engaging with your KC Bot are returning back to your product at an exponential rate! See example below - In BLUE you will see ALL user % over the quarter of 12 weeks who are returning to the product vs. in ORANGE are users in the FILTERED section (Users who click on Feature KC Bot GREATER than 5 times. The % of Users who meet the filtered criteria are returning to the product at a near 40% Higher rate! 😮 ⬇INSTRUCTIONS TO MAP KC BOT BELOW⬇ Here’s a quick step-by-step guide on how we mapped our very own Gainsight Customer Communities KC Bot: Locate the KC Bot Icon: Right-click on the KC Bot icon and se

1067

9 days ago

darkknightExpert ⭐️

Limit Timeline options within each feature/functionDiscovery

Users are getting confused with all the various areas they can log Timeline entries.Admins should be able to limit the Timeline types by functional area, so that only the types that are applicable to the particular function are selectable.For example, if I have a manual Scorecard measure, I only really don’t need all my Timeline activity types to be available there - I only need one: Update.Also, for a specific CTA type, I may want only a specific Timeline type to be selected.Make it easier for admins to make it easier for end users to know when/where to log a specific Timeline activity type.

9 days ago

ben.websterExplorer ⭐️

Ability to create CTAs in bulkNew Idea

I’m a Customer Success Manager at an EdTech SAAS company, and I work to support ~35 customers through utilizing the instructional delivery products they have with us. I’m trying to use Gainsight (with Salesforce) as my sole CS organization and tracking tool. However, I’m running into some repeated task types that make that difficult, and push me back into using spreadsheets.I would love to use CTAs to track repeated tasks across many customers where I could manually create the CTA and have it duplicated for each customer. Specifically, I'd love the ability to add multiple companies in the CTA create window, which would create the same CTA for each company selected. I'd also like a "Duplicate CTA" option in existing CTAs, that creates a new CTA that's exactly the same as the one being duplicated but allows me to update the company.An example use case for this is a new relevant law in a state, where I now need to touch base with my contacts at the 20 companies I support in that state. Cr

9 days ago

bradleyExpert ⭐️

posted in Customer Success (CS)

How to Get the URL of a Rule

I recently came across needing to do this and for whatever reasons conventional means failed me, until repeating something I had tried before inexplicably did what I needed it to. So, to hopefully save others some grief in case just copying the URL after you’ve clicked on a rule doesn’t work, here you go:Note: This pertains to NXT users who login via SFDC. Base URL:YOUR_DOMAIN--jbcxm.vf.force.com/apex/GainsightNXT#rulesmanager%23%2Frule%2Fedit%2FRULE_ID%2Fdetails(I omitted the https part so this didn’t turn into a URL, but don’t forget it) Replace the bold, italicized and underlined text:Your_Domain: with whatever your SFDC domain happens to be.Rule_ID: This is the ID of the rule itself Finding the Rule ID: Run the rule successfully at least one time Look for the execution history Open the logs for a given execution of the rule Find the penultimate log that should start with “Execution started for Rule : …”. The rule ID will be in [brackets] This should take you to the Rule detai

9 days ago

JyothsnaContributor ⭐️⭐️

published in Deliver Customer Success

Tokenizing URLs in Email template

Hi Admins! This post shows you how to insert tokens inside the URL. It is super simple to implement and it is very helpful since this use case is very common where Admins want to embed the URLs that are customer specific. I am here showing the use case where I have configured a email for CSM to notify them when Sentiment score drops/changes. In the email template, I want to embed the link which navigates to the respective account’s C360 page. The first part of C360 page URL remains consistent and last part of URL keeps changing with respect to account. In the email template, click on the insert link so that you can place the URL towhich you want to navigate. The new pop-up window appears where you insert the token within in URL. As the Account Id as I highlighted keeps changing I am tokenzing that. We can map the token to any fields in “Edit token Propoerties” section, here I am mapping the Account→ Id from Account object. Here is how it looks after I tokenise the URL: Hope this hel

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9 days ago

Sabin BrabbContributor ⭐️

posted in All About Pulse

I am thrilled to announce I have accepted an invitation to speak at Pulse Europe 2024

In my session, we're going to unpack the concept of Product Maturity and learn how its different from the metrics we usually rely on. I'll explain how PMM doesn't just measure usage, but transforms it into a collaborative roadmap that we and our customers can follow together. I'll show the deep insights we can gain and how they influence our strategies. And that’s just the tip of the ice berg.My session might be a rock opera...trying to figure out how to get the band from Oregon to Amsterdam… 🤔

9 days ago

smarepalliGainsight Employee ⭐️

published in Training & Certification

Gainsight Certification Leaderboard Winners - Q2 2024

Congratulations to the Gainsight Admins who earned the top score on our customer leaderboard during Q2 (May-Jul) 2024!Gainsight certifications are designed to validate understanding of the core concepts and demonstrate your skills are up to date with innovations across the Gainsight platform. You can find more information about the topics covered, retake policy, etc. on the certification page on Gainsight University. Will you make it on our leaderboard in Q3 2024? If you do, you’ll earn some swag. Take the certifications today! Q2 2024 LeaderboardLevel 3 Admin Certification: Melanie CarlsonLevel 2 Admin Certification - Reports & Dashboards:@cliff_pape Level 2 Admin Certification - Journey Orchestrator:@smuschett Level 1 Admin Certification:@cliff_pape

9 days ago

karenadornettiContributor ⭐️⭐️⭐️

Add a sum to donut chartsNew Idea

Add the ability to sum the total for donut charts. This is functionality available with SFDC reporting and is a limitation when migrating from SFDC to Gainsight for reports. You can add a column calculation but this is only for the section and requires an extra click.

9 days ago

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

asked in Customer Communities (CC)

Can I subscribe to release notes?

I just discovered the Gainsight CC Release Notes via the Knowledge Center Bot added to the backend Admin Control. I’ve never seen these before.I can’t find a way to subscribe to these when they’re published. Is there any way to do so? If not, is there a set cadence on which I should check back?

9 days ago

romihacheVIP ⭐️⭐️⭐️⭐️⭐️

Expand CTA details when clicking on the name - bring it backDevelopment

The CTAs used to expand the details when clicking on the name, but now this new button appears so you have to specifically click on that tiny rectangle to achieve the same. Don’t get me wrong, I’m all in for change. But beautifying the UI at the cost of losing functionality makes no sense.

9 days ago

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