Community

Gainsight.com
Support & Documentation
Marketplace
Training
Pulse+

Ideas
Events
Groups & Betas
Product Updates

How do you use Generative AI as a community manager?

13 days ago

Home
Search

Unanswered questions

3557 Topics

Recently active

Most views Most replies

jawoolford1Registered User

asked in Deliver Customer Success

Partner NPS

What is best practice for collecting NPS from Partners (both implementation and resellers?) Additionally, how are you gathering feedback from your Partner’s customers that have your products? Thinking it could be helpful to use that for mutual accountability in our partnerships and understanding additional areas where we can support/enable our partners. Any advice is greatly appreciated!

1 month ago

twhiteRegistered User

asked in Product Experience (PX)

Conditional wait for a tooltip?

When creating a PX engagement / guide using tooltips to walk a user through a process is there a way to “wait” for something specific to appear on the screen before showing the next tooltip?

1 month ago

rkumarShoshin

asked in Customer Success (CS)

Renewals Center Feedback

The widget Renewals Due by Health should provide the actual score or score ranges for Green, Yellow and Red labels. Since the actual score value or score range helps the leadership to understand what score is being referred to with the 3 colors. There should be more visibility into the Renewal Metrics calculation and also more flexibility into configuring the Renewal Metrics. Since it currently appears to be a Black Box such that the backend calculations/logic is unclear and the numbers that are visible in the widget are incorrect. And there is no easy way to fix it.

1 month ago

liam_nichollsShoshin

asked in Customer Success (CS)

Restrict visibility of available playbooks when creating a CTA

HelloWe have a set of playbooks that have a prefix of APS or ENT in the name of the playbook.I have two teams of CSMs that are called APS or ENT.I would like to limit the APS teams visibility to only see the Playbooks with a prefix of APS when creating a CTA. Is this possible?I have been testing out using data permissions and do not have any luck in limiting access to only a set of Playbooks with a specific prefix eg: APS Below screengrab shows example playbooks with prefix APS, this list is shown when creating a CTA. I’d like to restrict the playbooks in the list via data permissionsThe screengrab below shows an example of trying to restrict playbook access (using data permissions) based on a prefix in the playbook name

1 month ago

DejaShoshin

asked in Customer Communities (CC)

How do I update the url link for Terms and conditions?

Hi, I am trying to update the url link to the terms and conditions that are on a different page. How can I update the url link for Terms & Conditions?Thanks!

1 month ago

Samuel BrownShoshin

asked in Customer Communities (CC)

Trigger the Login or Registration pop-up modal from any HTML link

I randomly discovered that you could do this while optimising some of the code for our own community. I thought it was a good enough tip to share with all of you. If you’ve got any HTML element that you can freely control then wrap your link with the following code.Triggering the modal to show at the login page:<a class="loginmodal-link js-open-modal qa-register-have-account-link" data-modal="login" data-mn="ItemView" data-mn-app="frontend">Name of link here</a>Triggering the modal to show at the registration page:<a class="loginmodal-link js-open-modal qa-register-have-account-link" data-modal="register" data-mn="ItemView" data-mn-app="frontend">Name of link here</a>Hope this helps!

1 month ago

Rohit_netskopeRegistered User

asked in Customer Communities (CC)

How to Subscribe Public tags

Hello Everyone,Is anyone aware of how to subscribe to the "Popular Tags"?

1 month ago

msamraRegistered User

asked in Customer Success (CS)

jennypinoRegistered User

asked in Customer Success (CS)

Sending annual NPS Survey with Multiyear Contracts

We have Gainsight connected to Salesforce. In Salesforce Account object, we have Next Renewal Date which we have been using to send surveys 150 days before renewal which works great. That data syncs nightly to Gainsight then we query our GS data to send surveys. We are now starting to sell more multiyear contracts so next renewal date might be in 2027 but I want to have a survey sent again in 2025,2026 and 2027. We have though of some options but we think we are overthinking it. How do you make sure to send surveys in the middle years?

1 month ago

phowe23Registered User

asked in Product Experience (PX)

Does your editor include an HTML view?

I noticed that when creating a new article, I could not find your HTML view. Is this a feature that is offered in your Communities? When writing a complex Knowledge Base article, it is often necessary to go into HTML view to do complex formatting.

1 month ago

adamjusticeRegistered User

asked in Customer Success (CS)

Update API issue

Hi!I’m trying to update my company records using GSID in the endpoint as the key, but then when I include the gsid in the payload I get an error saying that it can’t be updated:Failed to update a batch of 50 records in Gainsight: {"result":false,"errorCode":"GSOBJ_1010","errorDesc":"Immutable fields such as Gsid cannot be changed. Please re-check your request.","localizedErrorDesc":null,"requestId":"4b28d446-0435-4abf-b94a-e91d82cd4f61","data":null,"message":"gsid cannot be modified since it is an immutable field.","localizedMessage":null}But in the documentation it says if a field is a key then it isn’t updated. When I tried to match on Name it ended up creating a brand new set of records instead of matching, even though the record names were exactly the same. Here is my request (I’m using Hex). Any help would be appreciated! post_url = "https://vertice.eu.gainsightcloud.com/v1/data/objects/Company?keys=GSID"gainsight_headers = {'content-type': 'application/json','accesskey': gainsigh

1 month ago

EmmettNRegistered User

asked in Customer Success (CS)

Need help troubleshooting a rule error message: Custom field contains Invalid value {null} for EMAIL data type

Need help troubleshooting a rule error message: Custom field contains Invalid value {null} for EMAIL data type.I have a number of email addresses being failed for this error and i dont know why.

1 month ago

Alekhya JujjavarapuGainsight Employee: Shoshin

asked in Customer Success (CS)

Is it possible to link Opportunities to more than one relationship?

Hello Team,Is it possible to link Opportunities to more than one relationship? sometimes our oppurtunities have multiple products on them and therefore correspond to multiple relationships so we want this feature.

1 month ago

security_lionTeam Captain

asked in Customer Communities (CC)

Can you have a parent category visible without a child category?

I have a parent category that did not have a child category. It looks like in order for the parent category to be visible, you must have at least one child category. Is this a true requirement? Is there another way to make a parent category public without having a child category?

1 month ago

EvaVeteran Rookie

asked in Customer Communities (CC)

What is the status of creating events for hidden groups?

Hello!What is the status of creating events for hidden groups? According to this info, the event creation for hidden groups is in voting stage.But the UI text in Control (in my staging community where I have activated the Early access to Events improvements and Events Overview pagination sliders under Open betas) says, “…..private and hidden group events are only visible to members”:So, it’s going to be ….implemented? 🙂 I wanted to explore event creation for hidden groups in staging, but I cannot select anything in Choose group (there are 2 hidden groups in my staging community and no private groups ). Is it me or is it not working yet? 😅The possibility of creating events for hidden groups would be very useful in my productive community.Thanks!

1 month ago

nburkeVeteran Rookie

asked in Customer Success (CS)

Blank Emails being sent with Share Via Email

Twice now I have taken a Milestone entry and clicked the 3 dots to Share Via Email-composed an email off of the timeline entry (modified it a bit and added some additional details) and when I click SEND EMAIL the email is blank. How and why does this happen?

1 month ago

MNPFShoshin

asked in Customer Education (CE)

Capabilities & Restrictions of Each Package in CE

Hi Friends! We’ve just started the process of setting up our CE portal and I’ve been going through the Northpass Academy courses. In one of them (Communications: Engage Learners) there’s an embedded document that shows the differences between the three packages when it comes to sending out messages and nudges to users. I’m wondering if there is a more comprehensive version of this list that includes all the differences between the packages. For example the document shows that with an Enterprise package you can remove Northpass branding from the messages, does this also extend to removing branding from all pages? (This is just an example, I would very much be interested in seeing a full list). Thank you!

1 month ago

krishna_reddy_kGainsight Employee: Veteran Rookie

asked in Customer Success (CS)

Timeline API is not throwing an error if we pass wrong field name which is not existing in the table to update

Hello,It’s weird that the Timeline API is not throwing any error if we pass a field which is not existing in the table to update. It is giving us the status 200. Assume that I am a user and I would like to update a field in the Timeline using Timeline API. As a user, If I passed a field which is not existing(because of Typo or Label name of the field etc..) in the table, Timeline API is not giving any error. And, we do not know why the expected field is not getting updated even though the status code of the result is 200. And, in the sumo logic logs, the exception/error description is not clear. It would be better to improve our APIs to give clear info to the users.

1 month ago

jberberichpaycorShoshin

asked in Customer Success (CS)

Is it possible to have different timeline activities for different users

I have a use case where my company has 3 different company types in Gainsight. Company, Client and Partner.We would like to setup a Partner specific Timeline Template, Partner specific CTA Template etc. that is only visible on Partner accounts.Currently I am not seeing a way to do this as there is only Global, Company, Relationship.Any ideas out there?

1 month ago

slablanceRegistered User

asked in Customer Success (CS)

Dependent Inputs in Sentiment Updates?

Is it possible to configure inputs within Customer Sentiment Updates to be dependent on previous inputs? For example, a user selects an input of “Merger & Acquisition” for the “Sub-Category” inputs, which triggers an input for the user to include that confirms whether the new organization is an existing customer/ in the pipeline/ NA.

1 month ago

SaifSNVeteran Rookie

asked in Customer Success (CS)

official documentation for the CTA Reason definitions

Hey Community, Wanted to check is there is any official documentation for the CTA Reason definitions? I see a couple of them already created, not sure if they were created while setting up the instance or they are the predefined ones.

1 month ago

DanielLourencoRegistered User

asked in Customer Success (CS)

CSM rations for Scaled CS function

Hi Gainsight Community - good evening!I am responsible for Success@Scale at a a subscription-based Platform-as-a-Service Low-Code development platform (OutSystems). It’s a complex product (end-users are developers) with customers in all segments (SMB to Enterprise). Many customers with a complex structure with multipel stakeholders.We have traditional Field CSMs covering our top tier customers. I run the Success@Scale team with a small number of Scale CSMs that aims at extending the reach of our CS team.Currently our Scale CSMs are monitoring the whole uncovered account base looking for “negative consumption signals” to selectively engage account teams and customers. This means their attention is very diluted in a large pool of customers.In order to allow for a more structure and proactive approach, we would like to define a “book of business” for each of our scale CSMs so that they can focus and define their approach with a mix of 1:1 and 1:few engagements or digital touches with thei

1 month ago

darylardRegistered User

asked in Customer Communities (CC)

Default Session Timeout

I am reaching out to obtain information regarding changing the default session timeout from what I understand is 48 hours to a requested 30 minutes. If you could please confirm that the default can update from 48 to 30 min and if we will need to submit a support ticket to complete this configuration change? Thank you for your assistance, Daryl Ard

2 months ago

Page 4 / 143

Badges

zach_davishas earned the badge Pulse 2024 Attendee
Yoerihas earned the badge Pulse 2024 Attendee
Wihowardhas earned the badge Pulse 2024 Attendee
william.davisonhas earned the badge Pulse 2024 Attendee
wendy.pattersonhas earned the badge Pulse 2024 Attendee

Show all badges

Terms & Conditions Cookie settings

Sign up

If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.

Else, please continue with the registration below.

Username *

E-mail address *

First name *

Last Name *

Company *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Welcome to the Gainsight Community

Retrieve username / Reset password or Create an account

Username or Email

Password

Remember me

Forgot / reset password

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

655 Montgomery Street, 7th Floor | +1 (888) 623-8562

San Francisco, California 94111, United States

Terms and Privacy

Terms & Privacy
Gainsight Inc.
Gainsight Blogs
Pulse Conference

Facebook
Twitter
Instagram
LinkedIn

Gainsight Support
Gainsight Webinars
Gainsight Status
Admin Office Hours