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naga_raghav_sumanth
naga_raghav_sumanthGainsight Employee ⭐️
posted in Meetings & Office Hours
Support Holiday Hours - November 2024

We have a couple of holidays this month across the globe. So we have modified hours for certain channels for the next couple of weeks while we give our team time off. Please find the modified schedule below. November 4, 2024: Live chat & phone support disabled Delayed response time on non-urgent issues Staffed 24 hours, but agents only working High severity cases November 11, 2024: Live chat & phone support disabled Delayed response time on non-urgent issues Staffed 24 hours, but agents only working High severity cases November 18, 2024: Limited chat hours Delayed response time on non-urgent issues Staffed 24 hours, but agents only working High severity cases November 28-29: Live chat & phone support disabled. Delayed response time on non-urgent issues. Staffed 24 hours, but agents only working High severity cases.

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naga_raghav_sumanth
13 days ago
Angela Micheli
Angela MicheliContributor ⭐️⭐️
posted in All About Pulse
Pulse EU 2024 - Shiji Group - Lead with Data: Transform Success with Dashboards & Automation

Hello Community!Kirsten and I will be presenting at Pulse EU this year - and we’re thrilled!In our presentation, we’ll talk all about the solutions we have adopted (automations, data, and self-service system) to empower our CSMs to do what they do best - take care of our customers.Can’t wait to see you all there very soon!

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Albin Forslund
13 days ago
A
Anonymous
Capture additional details when joining a private groupOpen

When people request to join a private group it would be great to have some way to capture some answers to a custom question such as why they want to join the group. 

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Erik_
13 days ago
anirbandutta
anirbanduttaExpert ⭐️
Show About-this-group info in the Groups listings pageOpen

The tricky thing is with ‘Private’ Groups which offer the same non-suspecting ‘Request to join’ button to users who may not be admitted.  I know, when we land on the specific Group landing page the About this group details would be used to set expectations, but not for the majority of users who’d be clicking the ‘Request to join’ button on the group thumbnail blurb on the previous step, from the /groups listing page. The Listings page should be expanded to include this crucial piece of context info.  You may say that set expectation in the Title with a preceding ‘Invite only’ before the Group title but then it does an inverse messaging for users who we want to join, so I’d not want to do that. :)

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Erik_
13 days ago
kelly
kellyHelper ⭐️⭐️⭐️
Why Aren't Null Values Considered When Filtering 'Excludes' in a Multi-Picklist field?New Idea

If I filter on a multipicklist field in my program by doing ‘Excludes’ and select the values that I want to be excluded from the query, you’d think that would bring in any account that doesn’t have the excluded value.But after troubleshooting why certain accounts weren’t meeting my criteria I realized that it was due to their field value being null. Essentially if you are filtering a multipicklist field, it limits the audience to only the accounts that have a value in that field and any account with a null is not considered in the filter logic. You’d think by definition an account with a null value meets the criteria because it does not have the excluded value. This is not at all intuitive to a user. Adding the screenshot from similar idea and merging the IdeaHi.Currently, we don’t have an option to choose/select the “Include Null Values” for the Multi-Select Picklist fields in Rules and/or JO Query Builder.When ever we drag the multi select picklist field in to a filter section (Ex: i

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alizee
13 days ago
A
AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
Add description to the Groups sectionOpen

Hi, it would add value and set the expectations for our customers if it would be possible to add a describing sentence of what sort of Groups are available in the Groups section, just as we can describe the community in the Community section. Would that be possible to add? @olimarrio suggested I add the idea here. Guessing this would add a lot of value for everyone using the Group module? 

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295
Erik_
13 days ago
phani_kumar
phani_kumarGainsight Employee ⭐️⭐️
Is it possible to provide an option to choose "Include Null Values" for Multi-Select Picklist fieldsNew Idea

Hi.Currently, we don’t have an option to choose/select the “Include Null Values” for the Multi-Select Picklist fields in Rules and/or JO Query Builder.When ever we drag the multi select picklist field in to a filter section (Ex: in Rules) we have to choose either Includes or Excludes option only and unable to select the “Include Null Values” as well. Like how we have this option for Picklist Data type fields.Screenshots for the same: Due to unavailable of this option we are unable to get the Null value records. If we can get the same option like how we have for the Picklist field would be great.Thanks.

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alizee
13 days ago
A
abhiicimsContributor ⭐️
Participant Date in the JO programNew Idea

Hi Team, I would like to express one use-case that is whenever we navigate to particular JO program & check for list of Successful & Failed Participants, we would want to see Participant Added or Failed date which helps to understand for which schedule executions that the participants added. However I know there’s a way around to solve my use-case but it would be simple and easy to identify whenever we see participant from the Program itself

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A
13 days ago
spencer_engel
spencer_engelExpert ⭐️
Option to remove "non-editable" error message on C360 WidgetsNew Idea

Something that’s been driving me crazy is this error message that pops up when hovering over a C/R360 widget that you don’t have access to edit: “You do not have the required permission to edit the widget data. Please connect to your GS Admin.” Why is this (grammatically dubious) message even needed? Also, it’s distracting because in this particular case, I have the widget linked to a related list report, so the end users need to click on the widget in order to quickly traverse to the related report. This is very slick and useful functionality but is partially ruined by the above message popping up every time. Please consider fixing this or at least giving admins the option to turn it off.

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bradley
13 days ago
Kaori Wakui
Kaori WakuiGainsight Employee ⭐️
published in Gainsight Japan : 日本語コンテンツ
Gainsightユーザー会#4 レポート（10/24/2024）

Gainsightファミリーの皆様をお呼びして、先日はユーザー会開催しました！ご参加いただきました皆様、ありがとうございました！ご参加できなかった方も是非次回お会いできるのを楽しみにしております😊 ユーザー会の中でご紹介させていただきましたトピックと新しい取り組みをご紹介します！（ユーザーさんの共有は当日参加限定なので含まれておりません） AI機能GainsightのAI機能ロードマップをご紹介しました⬇︎ 日本語化して欲しい機能のアンケートもとり、最もお声が多かったのがAI Followup（Zoom録画を自動でTimeline連携＋サマリ作成）でした。お声をプロダクトチームにしっかりお届けしていきたいと思います！ 機能要望色々とお声が上がってて是非機能欲しい！という内容がCommunityのIDEAで共有されています。特に日本のお客様で声が上がっているものを共有させていただきます！（リンククリックしてIDEAに飛びましょう）PeopleマップにMiroみたいな柔軟性がほしいPeopleマップにMiroみたいな柔軟性がほしいTimeline入力画面の大きさをどうにかしてほしいActivityを作る時に、Noteテンプレを使うと自動で関連したタスクが作られるShareするときのメールを日本語に！（サクセスプラン、Share360）Share360のセクション名を日本語でも書けるようにしたいうちも欲しい！と思ったらぜひUpvoteを！（私は全部欲しいので全部Upvoteしました🤗）⬇︎＊Upvoteするにはログインが必要です Japan Communityポイントプログラムコミュニティに投稿や👍をするとポイントをもらえるのですが、ポイントを最もGetした方には来年のPulseチケットをプレゼントいたします🎉🎉ポイントゲットしてぜひ一緒にPulseいきましょう！ポイントのゲット方法：誰かのポストにリプライ：+20Point Best Answerに選ばれる：+30Point 新しいディスカッションやアイディアのポスト：+15Point Like👍をもらう：+2 Point Like👍をする：+1 Point UpVoteする：+1 Pointまずはユーザー登録とコミュニティ参加してこの記事を👍して1ポイントゲットするところからスタートです🚗💨 また次

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Kaori Wakui
13 days ago
alisha_hardoon
alisha_hardoonExplorer ⭐️
asked in Customer Success (CS)
Real time sync from SFDC to Gainsight Timeline

Is there a way to sync timeline activities in real time from SF to Gainsight? We use Chorus and have a nearly realtime sync from Chorus to SFDC. However, those same events only sync 1x per day from SFDC to Gainsight, which is a pretty major inconvenience for our CSM team. Any obvious solutions or workarounds that I’m missing? Any suggestions would be appreciated!

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R
14 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Tuesday US Admin Office Hours (CS Platform): Oct 29, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for our today’s Tuesday Admin Office Hours session, Tuesday, October 29, 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, October 29, 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

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H
14 days ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Creating Risk Playbooks for Managing Risk

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk.  The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later).  When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

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K
14 days ago
T
tahrir05Contributor ⭐️⭐️
Add Call and other activity types to Customer JourneyNew Idea

Hi, Is there any plan to add other timeline activity types such as ‘Call’ and other activity types to the Customer Journey widget feature? It would help to feature all the activity that the CSM is driving with their accounts in one view on the C360 summary page. This would be a great addition to the Customer Journey feature and will hopefully be added to the roadmap for future initiatives. Thank you in advance.

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T
14 days ago
shiv_kumar_katiyar
shiv_kumar_katiyarGainsight Employee ⭐️⭐️
Dropdown list item with single quoteNew Idea

Hi There,   Currently, when you create a dropdown-list item with a single quote, the following message pops-up.      Although one understands the validation but this becomes a problem when you have mapped this field in SFDC connector sync job and in SFDC picklist value contains single quotes etc. So are there any thoughts to allow dropdown value with single quotes because in SFDC picklist, we can have values with single or double quotes.   For now the only work-around is to have a String type in MDA mapped to such picklist.    

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aaronhatton
14 days ago
bradley
bradleyExpert ⭐️
Scorecard Job VisibilityOpen

If this is possible somewhere and I missed it let me know - but currently there does not appear to be any visibility into whether or not a scorecard job is running and what its status is, if you can restarted, etc. Think connector or rule execution history.I know you can set the sync schedule, but you still don’t have any other visibility into that job aside from when it “should” sync. Additionally, while you likely aren’t doing it too often, making changes to a scorecard (e.g., weights, measures, score scheme) causes another batch job to run.Even though you get an email stating when it is finished you have no visibility into the status, if it was successful, etc.

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bradley
14 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Notification Center - Reply Notification Clarification

It’s nice to try out the beta of the Notification Center here on the Gainsight Community. It seems that the rules for the NC solves for this issue (links and context below), showing a notification for each reply on a topic, regardless of the email notification settings / preferences. Can someone from Gainsight please validate this? Improved Email NotificationsWe’ve introduced a new option in the notification settings that lets you choose to receive an email for every reply to a topic. Previously, only one reply notification was sent until you viewed the topic again, which caused some replies to go unnoticed. With this update, you and your users can stay on top of all discussions. Head to your profile to choose your notification preferences today! 

553
DannyPancratz
14 days ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
Order product areasOpen

Alphabetical order does not make sense for our Product Areas. We want to be able to order the Product Areas in a custom order.

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255
Jef Vanlaer
14 days ago
J
jwrenContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Leveraging SSO to automatically assign custom roles

We use SSO in a way so that our users sign up for our community using their existing product logins. We’d like to automatically assign a custom role to certain users as they sign up for community, based on specific criteria they meet on our product side. Long story short, we’d like to create exclusive community spaces/content for specific subsets of our users. Does anyone have experience in this?

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J
14 days ago
J
jwrenContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Single link for creating account and accessing restricted content

We’re created a custom page that is exclusive to a custom user role. And we’re using SSO to automatically provision the custom role to specific users as they join our community 👍Is there any way to generate a link or URL that will:Prompt someone to create a community account Then navigate them to the custom page, which they’ll then have access to (because their credentials match our criteria to have the custom role assigned).The only way I’ve been able to get close is to customize our 403 error page, but it’s still not the best UX. Does anyone have any other ideas?

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DannyPancratz
14 days ago
B
bdrivasContributor ⭐️⭐️
asked in Customer Communities (CC)
Integrating Product Updates from SFDC

Has anyone utilized the native SFDC x Community integration to pull in product updates from SFDC? We’re planning to utilize the native Product Updates module, and our product management team wants to ensure that they’re not having to make manual updates on multiple surfaces.If we have roadmap items stored in SFDC, is it possible to automatically create posts for each item with the content populated?

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DannyPancratz
14 days ago
J
jwrenContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
End users changing username?

Sorry if I’ve missed an obvious answer to this, but is there any reason why end users can’t change their usernames? Seems the only way to do so is for a community manager to do it for them in the control environment. Is that correct?

232
revathimenon
14 days ago
AnkurGhosh
AnkurGhoshGainsight Employee ⭐️
posted in Training & Certification
Unlock the Power of Gainsight CS Licenses!

Hello Gainsight Community!I’m excited to share a quick video that dives into the various Gainsight CS license types and the unique benefits each one brings to users. Whether you're a Customer Success Manager, a partner, or part of the support team, Gainsight CS has a tailored license that fits your needs!Here’s a quick overview of our four license types:Full License Viewer + License Viewer Licence PartnerDon't miss out! Check out the video to explore how each license type can enhance customer success efforts and improve team collaboration.Here is the link below:https://education.gainsight.com/app/courses/e31df1cc-7fd0-4b23-a7df-585c1eb8dc4b

292
AnkurGhosh
14 days ago
smathew4
smathew4Contributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Need to generate a URL to a Timeline Activity

Hi all,I am pushing to a Slack channel when a Timeline Activity of a certain type is created. I would like to include a URL for the user to click through back into Gainsight and the Timeline Activity. I can’t see any information on how to generate this URL. (For example, as a Salesforce Admin, it’s easy to create a Salesforce link by adding the record ID to the end of a standard Salesforce address)Does anyone have a suggestion on how I can do this? I am currently querying Timeline through the Rules Engine, and pushing to an External Action to get it into Slack.Thanks!

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14 days ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in AI Inspiration and Insights
Your Customer Contact Data is Talking - Are You Listening?

"Help! My champion just left the company!" "Wait, when did this person join the account?" "Why are these emails bouncing? We just had a QBR!"Sound familiar? 🙋‍♀️I've been having fascinating conversations with many of you about a challenge we all share - maintaining accurate contact data. Every time I bring this up at customer meetings or CS events, I see knowing smiles and hear deep sighs of recognition.Last week, a CS leader shared something that really stuck with me: "We spent months building the perfect digital engagement strategy... only to realize half our contact data was outdated. It felt like planning an amazing party but sending the invitations to old addresses!"This got me thinking about how we've traditionally approached contact management:Traditional Approach:CSMs manually updating contact records Quarterly contact audits "Last known good" email lists Reactive updates when emails bounce Endless spreadsheet maintenanceThe results? Usually:Outdated org charts Missing key sta

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meenal_shukla
14 days ago

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