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clingleyContributor ⭐️

asked in Customer Success (CS)

Log Activity via Microsoft Teams

181

10 days ago

revathimenonGainsight Community Manager

published in All About Pulse

Ready to Shine at Pulse EU 2024? Give us a preview! 🎤

Hello Pulse family,Pulse 2024 EU is closing in and we are pumped about all the speaker sessions we get to be a part of! 😍Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favourite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.We’ve already got @Sabin Brabb kicking it off in style ! 🌟🔥Keep ‘em coming! Watch out for a happy flower landing on your community profile- Pulse 2024 Speaker badge 😃Looking forward to hearing from you in the All About Pulse space here on the community

1518

10 days ago

LoydContributor ⭐️

posted in All About Pulse

👋 Excited to take the stage at Pulse 2024 and talk all about Value Relay!

Super excited to be joining Pulse once again and discuss the benefits of tracking value throughout the customer journey, why it matters, how to implement it company wide, and what are the expected results!And yes, there will be some tactical advice on how we leveraged Gainsight to implement it at Benchling 👍There will be something for everyone, if you’re just starting in your journey or if you’ve already got a value relay going at your company!See you tomorrow!

101

10 days ago

CristinaGainsight Employee ⭐️⭐️

published in Product updates

FAQ Product Updates

What is the difference between product updates and articles?Articles and Product updates differ a little bit in terms of the capabilities they offer. Here are the differences: With product updates you can:Create a new topic type “Product update” in Control View all product updates on a centralized page in Control Have a dedicated customizable overview in Destination Assign Product updates to product areas (e.g. Product A, Version X, Premium only) Collaborate with colleagues on the perfect product update with draft and previewWith articles you can:Add Attachments (being implemented for product updates) Schedule an article See the Version/History for an article Display an article in the Embeddable Widget Have a Salesforce integration Have Keyword blocker for replies on articles

43323

11 days ago

shayerisenGainsight Employee ⭐️

posted in Gainsight Japan : 日本語コンテンツ

Gainsightの10月/11月リリースが公開されました！

250

11 days ago

JaySHelper ⭐️

Add the ability to select a snoozed option when setting audience rulesNew Idea

I’ve been thinking about scheduling PX engagements and the snooze option. I don’t use it often because it counts as a view, so it doesn’t change the schedule. So, when a user gets their last view in the schedule and they click snooze, they are expecting to see that engagement again, but with the current functionality, they won’t see it again.A couple potential solutions:Make the click on snooze not count as one of the views. For example, if the schedule is set to show the engagement 3 times with at least 7 days between views: Upon first view, user just closes engagement; that counts as their first view and they have 2 left. Upon second view, user clicks snooze. This should not count as a view and they should still have 2 left If user continues to click snooze on their third view, they should qualify to see it again in 7 days; potentially indefinitely if they keep clicking snooze. Add a SNOOZED option to the In App Engagement audience rule. This would give us the opportunity to targe

11 days ago

Ariana.OronaContributor ⭐️⭐️

Create Summary View in Data DesignerNew Idea

There can be multiple means of filtering data through Gainsight Data Designer. This means, when trouble shooting, we have to click on each component to review the related filters.Ideally, it would be great to have a “Filter Summary” tab or even a “Data Summary” tab to have a list view of the components/elements included in Data Designer and view the filters contained within each through a drop-down view.

11 days ago

revoteVIP ⭐️⭐️⭐️⭐️⭐️

asked in Customer Communities (CC)

Somethings´s gone wrong

We got this error in our community, weeks ago, and now it is here as well: This occurs when you type your post and press Send.

838

11 days ago

rwilde07Contributor ⭐️⭐️

posted in All About Pulse

Have you ever felt 'stuck' in your career?

...then I’m super excited to invite you to my session at Pulse Europe! 🚀Take a step back from the day-to-day hustle and reflect on your career journey with me. During this session we'll challenge the traditional linear path, redefine success in Customer Success, and explore actionable strategies to help you map your career. You’ll walk away feeling inspired, empowered, and ready to take ownership of your professional growth!✨ Whether you aim for leadership or want to thrive as an individual contributor, this session will equip you to make bold moves. See you there! ✨

565

11 days ago

bjoern_schulzeHelper ⭐️⭐️⭐️

posted in All About Pulse

How to elevate your Customer Community beyond Service

I'm excited to be a speaker at Pulse Europe 2024! I've been invited to talk about elevating Customer Communities beyond Service - and becoming a Customer Success powerhouse.During the session, I will talk about how to step up your support game by empowering customers to help themselves and each other.I will dive into how to make use of your limited resources by building and expanding Community programs that help you identify customer experience issues.We're going to discuss how to identify and nurture the most important users in your community and how to build trust on your mission to creating a tight-knit and self-sustaining Customer Community.And I will show you examples to further leverage your community in order to create even more added value.So, buckle up. It's going to be a fun ride with lots of ground to cover in 45 minutes.Date: November 13, 12.15 pmSession Name: Turn Your Community Into Your Top CS Asset: Elevating Your Customer Community Beyond Service

454

11 days ago

sarahmasterton-brownHelper ⭐️

posted in All About Pulse

I'll be speaking at Pulse EU next week!!! - Enable self-sufficient customers with community and onboarding

Really excited to be attending Pulse again this year but this time I'll be sharing the stage with Brenna O'Neill and Patrick McCrudden, my colleagues at Mews talking about Enabling Self-Sufficient Customers Through Community and Digital Onboarding. 🚀Day 2; 15:45 - 16:30Part of (Track 4 - Empowering Customers to Succeed on Their Own)We will explore how to enable customer self-service by leveraging digital onboarding and community engagement throughout the customer lifecycle. Attendees will learn practical strategies for automating onboarding, reducing resource demands, and scaling solutions across regions and languages. Real-world examples and insights will demonstrate how to implement scalable digital solutions in your organization.Looking forward to connected with my peers once again in Amsterdam next week! 🙋🏼

192

11 days ago

dschwarzExplorer ⭐️

Personal CTA listNew Idea

I’m currently migrating all of my tasks for customers from Asana to Gainsight, this has been fine for customer tasks but I am missing a place to store my personal to-do lists (for example: sync with marketing on next steps for x,y,z). I’d like a place to store personal call to actions so everything is in one place.

131

11 days ago

baji_bathulaGainsight Employee ⭐️

posted in Meetings & Office Hours

EMEA Admin Office Hours(Tuesday session) -12/11/2024

This thread is for the Admin Office Hours session for Tuesday Nov 12th,2024. Submit your questions to this thread and we'll address them during our session at 10-11:30 AM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location +1 669 900 6833 US (San Jose) +1 253 215 8782 US (Tacoma) +1 301 715 8592 US (Germantown) +1 312 626 6799 US (Chicago) +1 346 248 7799 US (Houston) +1 646 876 9923 US (New York) 888 475 4499 US Toll-free 877 853 5257 US Toll-free +91 80 71 279 440 India +91 116 480 2722 India +91 22 48 798 004 India +91 224 879 8012 India +91 226 480 2722 India +91 22 71 279 525 India +91 406 480 2722 In

160

12 days ago

baji_bathulaGainsight Employee ⭐️

posted in Meetings & Office Hours

EMEA Admin Office Hours(Thursday session) -14/11/2024

This thread is for the Admin Office Hours session for Thursday Nov 14th,2024. Submit your questions to this thread and we'll address them during our session at 1-2:30 PM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location +1 669 900 6833 US (San Jose) +1 253 215 8782 US (Tacoma) +1 301 715 8592 US (Germantown) +1 312 626 6799 US (Chicago) +1 346 248 7799 US (Houston) +1 646 876 9923 US (New York) 888 475 4499 US Toll-free 877 853 5257 US Toll-free +91 80 71 279 440 India +91 116 480 2722 India +91 22 48 798 004 India +91 224 879 8012 India +91 226 480 2722 India +91 22 71 279 525 India +91 406 480 2722 Ind

130

12 days ago

Hideta MitsuhashiGainsight Employee

published in CC | 導入時の参考コンテンツ

Postmanを使ってFederated Search API経由で外部コンテンツのインデックス情報をインポートする

横断検索（Federated Search）はCustomer Hubの強力な機能の一つです。Customer Community内の各種コンテンツ（QA、ディスカッション、ナレッジベース、アイディア、イベント、製品アップデート）のみならず、Customer Communityの外のコンテンツでさえも、検索の対象とすることができます。それにより、Customer Community内で欲しい情報が見つかりやすくなり、この中だけでお客様の悩みが解決する可能性が高まり、お客様がセルフサービスで習熟を高めていくことができるようになります。横断検索で外部のツール（サイト）の情報も検索対象とするために、Gainsightでは主要なツールとのコネクタを提供しています。2024年11月現在以下の製品とのコネクタを提供しています。Zendesk（Guide Help Center） Salesforce（Knowledge Base） Skilljar Thought Industriesそれ以外のツールで作られたヘルプサイトや、ブログサイト、等の場合は、API経由でコンテンツのインデックス情報を連携しておくことで検索対象とすることが可能です。API経由と聞くと、ハードルが高いと感じられるかもしれません。当然、ブログ記事が追加されるたびに自動的にAPI経由でCustomer Hubにも情報が連携される、といったことをしようとすると技術的な知識が必要になってきます。そこまで自動化できなくても、月に一回程度、リストを作って手動で連携できればいい、という場合は、カンタンな方法があります。それがこの記事で紹介するす、Postmanというツールを使った方法です。Postmanは様々なタイプのAPIを呼び出すことができる便利なツールで、無料で使用できます。他のツールを使ってるよ、という方はこの記事を参考にしながら同様の設定をしてみてください。 1. 検索対象にしたい外部コンテンツのリストを準備 2. APIの接続のための各種パラメータを取得する 3. Postmanで新規コレクションを作成し、認証の設定をする 4. インデックス情報のインポート 5. その他 1. 検索対象にしたい外部コンテンツのリストを準備外部コンテンツを横断検索の対象にするために、事前にコンテンツの情報を登録しておくのです

290

12 days ago

Hideta MitsuhashiGainsight Employee

published in CC | 導入時の参考コンテンツ

Customer CommunityのAPI接続のための情報を取得する

Customer CommunityのAPIを使うと、以下のようなことが外部からできるようになります。外部のデータや計算に基づいてユーザーにポイントやバッジを付与するユーザーの新規作成、ロールの変更コンテンツの作成コンテンツへのいいね付けイベントの作成横断検索のための外部記事のインデックス登録等々、そのほか様々なユースケースのための何百ものAPIが用意されています。この記事では、API接続のための基本情報の取得の仕方を解説します。 API接続のための情報は、CCの管理画面の【Integration】→【API】を選択します。 API Documentation右上にあるAPI Documentationのリンクから、APIの技術情報のページへジャンプできます。ベースURLこちらのURLが、今後の各種APIを使用するとき全てのエンドポイントURLに使われるベース部分になります。OAuth2の接続作成接続するための情報を作成します。Label欄に任意の名前をつけて、【Create an OAuth2 client】ボタンを押します。Client IDとClient secretが発行されるのでどこかにメモしておきます。＊これらを今後再表示することはできないのでご注意ください。

13 days ago

j2001797Contributor ⭐️

asked in Customer Success (CS)

Gainsight Assist: Same company name and no other identifiers

We are in the EdTech space where a lot of our customers (School districts) may have similar district names across the country. When logging an email using Gainsight Assist and I search for the company, let’s say Fayatte County where it is one of four in the country, it wont tell me which state. What ends up happening is that we have to guess and likely logging to the wrong company. Is there a workaround besides logging the email via Gainsight Timeline directly?

1557

13 days ago

jberberichpaycorContributor ⭐️⭐️

asked in Customer Success (CS)

Gainsight Assist - Company/Client Options

Is there a way to differentiate between a Company and Child account when using Gainsight Assist in Outlook?Companies that have the same name as a Child account are not able to see which option to select to tie the email to the proper Company timeline.

602

13 days ago

bjoern_schulzeHelper ⭐️⭐️⭐️

Ideation: Option to disable voting for Ideation StatusDiscovery

Ideas can have different ideation status that we can define in Control. At least one status in every ideation process is “closed” (or something like that, e.g. “duplicate”), meaning, that an idea - in one way or another - will not be further pursued. That’s why we propose an option to disable voting for any given ideation status. This way users can’t vote for ideas with this status anymore. If voting stays enabled, even though an idea is “closed”, it can cause user frustration and can also put unnecessary pressure and additional work on the community team when “closed” ideas still get votes.

14410

14 days ago

PadolfiContributor ⭐️⭐️⭐️

published in Calling API Callers

Connection to GSheets API configuration

Just sharing this instructions in case it's useful for anyone else.This should allow you to export directly from Gainsight to a spreadsheet using the Google Sheets API and external actions.Once you have it set up you can schedule the rules as always and at least you should be able to avoid using the S3 bucket for this type of export. Some considerations:There seems to be an intermittent issue with a call being lost on Gainsight’s side and support is investigating. So TEST IT A LOT! I will update when they find/fix the problem. I’ve tried this exact solution using POSTMAN and it works great. These instructions only show how to configure an Append to a spreadsheet, but you should be able to configure almost anything (like clearing the spreadsheet and exporting all values again, or updating only a specific range of cells) Each external action only allows access to one specific spreadsheet and sheet (for now) You need to have the GSheets API enabled and set up in the Google Cloud Console.

3213

14 days ago

TurkOfAgesContributor ⭐️⭐️⭐️

Inline Survey Response Capture Despite Survey SubmissionNew Idea

As a survey/NPS program administrator using Gainsight, I would like to see the response to an inline survey question be captured, regardless of whether the respondent proceeds with the ‘online’ portion of the survey. Current functionality (using NPS as an example) is such that when a respondent selects a rating (e.g. 7), that the survey launches with the ‘7’ pre-populated in the survey. Great in theory - however that response is not recorded in the Gainsight database until further action is taken. This further action can either be in the form of a ‘partial-response’ where the respondent answers an additional question but doesn’t actually submit the survey, or a completion via submission.To me - current functionality partially negates the purpose of an inline question and as such, I am not inclined to actively use them as it introduces confusion and uncertainty into the UX and data cleanliness.There are several related posts in the community - but none that I found which hit the nail on

332

14 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.

14112

14 days ago

mandy.jContributor ⭐️⭐️

Multi-select dropdown list in Rules Engine : allow IS NULL or IS NOT NULLNew Idea

When building a Rule, allow to choose IS NULL / IS NOT NULL as values for a multi-select dropdown list. At this stage we can only include values or exclude them and it implies that there is necessarily a value in the field, when i reality we just want to say “this property is null”. Can you please review this feature ? Thanks

352

14 days ago

alizeeVIP ⭐️⭐️⭐️⭐️⭐️

Combine 'sharing groups' and 'user groups' into one featureOpen

Sharing Groups are used to add data permissions to a group, including sharing i.e., analyze and distribute permissions to Gainsight users. But in Surveys, all references to these Sharing Groups mention “User Groups” which:Causes confusion Duplicates efforts maintaining groups (including if/when we apply criteria to dynamically manage groups)Can we either:Call a cat a cat - so reference sharing groups in Surveys and wherever we use sharing groups instead of calling them “User Groups” (because they are not) Better yet: merge sharing groups and user groups so we can manage data permissions and Gainsight permissions in one area of the platform

1908

14 days ago

JabittanContributor ⭐️⭐️

Ability to Stop the Participant Sync on an Advanced Outreach Program in Journey OrchestratorNew Idea

When building an Advanced Outreach program in Journey Orchestrator, there are several points at which a small group of “Preview” participants will automatically be synced to the program. This occurs when you change the participants in a query, when you make changes to the Advanced Settings on the Audience, or when you duplicate an existing program. There is no way to stop the initial preview participant sync. I have been told that the expectation is that the time for this initial sync will take roughly 30 seconds, however in our instance there have been instances where this sync takes substantially longer. When the participants are syncing, no changes can be made to Advanced Settings or to the query itself. This can be a frustrating delay and inefficiency when working on multiple programs. I often have to duplicate an existing program to make changes to participants and I am frustrated by having to wait for participants to sync to the newly duplicated program before I can make any cha

14 days ago

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