Unanswered questions

3549 Topics

dstokowski
Gainsight Employee: ACE
dstokowskiGainsight Employee: ACE
asked in All About Pulse

At Pulse 2024 Join Kat Kenny and Denise Stokowski for our discussion about the partnership between CS and Product

Kat Kenny and I will be sharing what we do here at Gainsight to stay closely connected and collaborating between CS and Product.  And, of course, we’ll sprinkle in some of how we leverage Gainsight products to do that.  We won’t only talk about our products I promise!  We’ll cover our processes, learnings and ways we continue to evolve that partnership 

0
dstokowski
Gainsight Employee: ACE
1 hour ago
B
balajibvRegistered User
asked in Customer Success (CS)

Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”? 

1
V
1 hour ago
G
grindrodeRegistered User
asked in Product Experience (PX)

NPS Surveys and how are people using them to get the best response rate?

Here is IRIS we would love to start sending NPS surveys via Gainsight so any information from anyone using these on how they do this to get the best response rate would be much appreciated :). Things like at what point in the user journey does the survey pop up, and is a user able to dismiss and look at the survey later and also can it be pinned (not dismissed) until a user selects the score (other feedback could be optional...) and average response rates that you have seen.Thanks in advance!

0
G
1 hour ago
T
taylorfrissRegistered User
asked in Customer Success (CS)

Can you pull User Login History from the Gainsight API?

We would like to pull User Login History or at least Last Login Date from the Gainsight API, to facilitate internal reporting. There are things in G360 that aren’t calculated how we want them to be and we would like to centralize our software adoption reporting internally. 

1
matthew_lind
MVP
2 hours ago
Lena H.
Veteran Rookie
Lena H.Veteran Rookie
asked in Customer Communities (CC)

csv Export of Segment: What is the logic behind "Last activity" & "Last visit"?

Hi,When pulling a segment csv export I have 2 columns, I don’t understand what they stand for. Q: What is meant by “last activity”?Q: What is meant with “last visit”? (Last visit is before last activity.)  In the segments overview “Last activity” is defined as when someone last viewed something on the Communtiy platform:  As only a few members have entered a “Last visit” timestamp. For many it is empty and I don’t understand why. The first date timestamps are years old, so it doesn’t seem like this functionality was added recently and only applies since.I have exported the csv from a segment in order to find out who registered and never came back after registration day, and we have lost early on in their Member Journey. Best, Lena

1
Kenneth R
Gainsight Employee: Veteran Rookie
8 hours ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

1
V
22 hours ago
N
Veteran Rookie
nburkeVeteran Rookie
asked in Customer Success (CS)

Milestone shows on C360 not R360 even though Associated to Relationship

I had a timeline activity MILESTONE added to the C360 account.  I associated it to the Relationship R360 account and clicked update.  The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey.  In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one).  What am I doing wrong?

2
V
23 hours ago
M
Shoshin
Marc.HoganShoshin
asked in Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

2
alizee
ACE
1 day ago
B
BevyProductRegistered User
asked in Product Experience (PX)

Ability to change order of guide buttons

Hi everyoneI’m using the descriptive tooltip default template for a guide walk through. In the image you can see that I’ve enabled the Next (start) button and the Skip button. Ideally I would like to flipflop the two buttons so the Next button is on the right side. I’m unable to figure out how you could customize this. Has anyone dealt with this need before? Thanks! 

1
Surendra
Gainsight Employee: Team Captain
1 day ago
Kgastaldo
Champion
KgastaldoChampion
asked in Customer Communities (CC)

Is there a way to require members to select from a list of tags?

Hi All - Is there a way to create a list of tags and require users to select at least one when posting? I’m basically trying to get members to say what product they use when they post … 

8
R
Veteran Rookie
1 day ago
K
KKellumRegistered User
asked in Customer Communities (CC)

SSO

Hello!  We are currently using the Token method for SSO for our users, which only allows for one "Login URL". However, we will soon have multiple domains within our product that users will be coming to our Community and we need to be able to add multiple Login URLs so that users from both places are able to SSO in.  Does anyone have experience with this in their Community?  I was told by the Gainsight engineering team that their SSO settings only support a single login URL for each protocol but suggested I ask the Community in case others have a solution.  thank you!

0
K
1 day ago
A
Al MRegistered User
asked in Customer Success (CS)

New JO builder template version analytics not updating

Hi all,  We are experiencing some issues with the program analytics when it comes to the new JO builder.  Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static.  I.e. CTR, Open rates, Delivery rates.  Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns.  Thanks a mill!  

2
A
1 day ago
Eva
Veteran Rookie
EvaVeteran Rookie
asked in Customer Communities (CC)

Duplicated Event: Status does not change to "published" and adding event to featured topics widget does not work?

Hello!I just discovered this:I duplicated an event (the new feature) in Control. (First, I couldn’t find the duplicate/draft, because draft events are on the bottom/in last page of the entire list in the event overview😅)After I published the duplicated (and slightly updated) event, it was still marked as draft in Control.I double checked and hit “publish now” several times.The event was already displayed in the upcoming events tab in the community, but the status was still “draft” in Control. Only after a while, the status was “published”.→ how long does it take to change the status in Control?  Then, I wanted to add this event to the featured topic widget on the home page, as usual. But it cannot be found. I checked several times. Even if I paste the entire correct name, I cannot add the event to this widget:→ is there a solution to this? Does it take a while, too?  Thanks! 

2
Eva
Veteran Rookie
1 day ago
J
JustinJ6Registered User
asked in Customer Success (CS)

Does Success Snapshots allow Notes to be populated

Hi,Does Success Snapshots allow admins to also populate notes or will that need to be manual? If possible, I think it will save our CSM’s a lot of time when presenting on key data instead of reading the powerpoint.

3
Tejashwini Golla
Gainsight Employee: Rookie
1 day ago
esthertrapadoux
Shoshin
esthertrapadouxShoshin
asked in Customer Communities (CC)

Web analytics available for InSided?

Hi! Are there plans to include some basic web/page analytics for InSided community sites? 

6
Aleksandra
2 days ago
ewinglel
Shoshin
ewinglelShoshin
asked in Customer Success (CS)

Meeting Assist Sentiment

Hi, will the sentiment value generated by the Meeting Assist AI function be available for use in reporting, scorecards, surveys, etc.? Also, I'm curious to see more of the reasoning behind why the system assigns a specific sentiment. Currently, there is a small paragraph that provides some explanation of why a specific sentiment was assigned, but having lines that the AI analyzed in from the meeting to assign the sentiment would allow us to confirm that the system is working as intended.

2
matthew_lind
MVP
5 days ago
security_lion
Team Captain
security_lionTeam Captain
asked in Customer Success (CS)

Best Practice for Gainsight CS CTAs when assigned owner is out of office

Hey folks, I am not a Gainsight CS admin so excuse my poor use of terminology. We have a process in which a Gainsight CTA is created. Employee Jellybean is the assigned owner of the CTA. However, Jellybean needs to go out of office.It’s my understanding that Gainsight CS has a limitation of only being able to assign 1 owner per CTA. I also believe there is no “out of office” rule that can be triggerred. How do you all handle the situation in which an assigned owner goes out of office but the rest of the team needs to pick up their CTAs? Ideally the solution would be automated and provide the new team member with notification to take action.

7
dayn.johnson
All Star
5 days ago
silasramsden
Shoshin
silasramsdenShoshin
asked in Customer Success (CS)

Case expression logic in CSV JO programs

Hi,We use this standard case expression logic in the majority of our query builder JO programs:We would like to replicate this logic in CSV JO programs to avoid the need to manually export and upload the sender name and email on the CSV file, which introduces a delay between export and trigger date, within which some accounts may have been reassigned.We know we can pull in the CSM email with calculated fields by matching on account ID:But this doesn’t allow us to configure the logic which will use the CSM email for certain segments, while using the generic email address for other segments.Is there any way to achieve this without having to maintain a separate sender email address attribute at the account level, and without having multiple JO programs? Both of these workarounds introduce too much overhead.Regards,Silas

2
silasramsden
Shoshin
6 days ago
Eve
Shoshin
EveShoshin
asked in Customer Communities (CC)

How do I add new users?

How do I add users?

4
Eve
Shoshin
6 days ago
M
Champion
MelissaCChampion
asked in Customer Success (CS)

Duplicate Contacts

If we have duplicate contacts in SFDC, once we clean that up, do we re-sync to GS?  Does that happen automatically?What report would I run in GS to check to make sure i don’t have any duplicate contacts?

6
jdoughe3
Shoshin
7 days ago
E
etcRegistered User
asked in Customer Success (CS)

What languages does the Cheat Sheet work for?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

1
Tejashwini Golla
Gainsight Employee: Rookie
8 days ago
CharlotteK
Shoshin
CharlotteKShoshin
asked in Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program.I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem.I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta!Charlotte

2
dayn.johnson
All Star
8 days ago
Lena H.
Veteran Rookie
Lena H.Veteran Rookie
asked in Customer Communities (CC)

Is there a workaround to move comments out of a product Update?

Hi,We currently have one topic in our community which we would like to escalate to the next level so it reaches our Product Team. Members are commenting EVERYWHERE the theme pops up. In order to keep an overview and being able to work on the feedback, we have clustered the different aspects the comments are mostly focusing on. We have channeled the feedback in 4 Main Threads and will merge them into ideas so that our Product Teams can work with it in Ideation.Challenge: We have a few comments on several aspects in a Product Update which we would like to add to those 4 main Threads, depending on the topic. Is there some way to do this? I am aware that this isn’t possible directly, I already voted for @DannyPancratz idea: Best,Lena

4
DannyPancratz
Grand Slammer
8 days ago
A
Veteran Rookie
Anks89Veteran Rookie
asked in Customer Success (CS)

Fetch Survey Reminder Sent Date in a report

Hi, We have configured 2 automated reminders to get sent out 3 days after the original survey has been sent and unresponded. How can I fetch the dates when these reminders are sent in a report?

1
dayn.johnson
All Star
8 days ago
C
CzarateRegistered User
asked in  For CSMs by CSMs

Best Practices examples

Greetings everyone! Our Customer Success Managers are seeking standardized topics to include in their cadence calls. While we are aware of the "Sightline Vault," which offers some best practices, these seem to be more akin to templates rather than a comprehensive content library. Is there a resource within Gainsight, such as GS university, community, etc., where they could discover something resembling a repository for this purpose?Thank you! 

2
Tammi Dooley
Gainsight Employee: Rookie
8 days ago

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