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Unanswered questions

3710 Topics
C
cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
WHY ARE THERE HARDLY ANY GAINSIGHT ADMIN JOBS BEING POSTED?

IVE BEEN TRYING TI FIND A NEW ROLE AND HAVE BEEN SEARCHING FOR A COUPLE MONTHS. THERE ARE RARELY ANY JOBS BEING POSTED. HOW AM I SUPPOSED TO CONTINUE AND GROW MY CAREER WHEN THERE ARENT ANY JOBS AVAILABLE IN MY FIELD? CAN ANYBODY PLEASE HELP ME OUT.  

782
romihache
2 months ago
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Susan MartinContributor ⭐️
asked in Product Experience (PX)
Report on top modules for each of our products

Hi folks,I want to create a dashboard that includes a summary of 2 of our products.  I’ve included DAUs, MAUs, and top accounts for each but I can’t find a way to include top modules (features is too granular for this report).  In query builder, it seems that I can only select features and not modules and there is also no way to group by module?When displaying the query builder report in the dashboard, it also brings in lots of extra detail with the event and audience labels which is unnecessary in a summary visual.  Is there a way to turn this off so it only shows the group by (e.g. client or module)?I can’t include an adoption report in the dashboard either.  In general top and bottom of anything seems to be missing!  The report capability isn’t great in PX at all so would be interested in how others get around this.Thanks,Susan

250
S
2 months ago
ryanne.perry
ryanne.perryHelper ⭐️
asked in Customer Communities (CC)
Can you add a custom user role through API?

We currently use Tray.io (our Ops team made the decision to move off Zapier unfortunately). I see in the API documentation that you can add a role to a user, does it also work with custom roles?We have an integration with Salesforce that automatically approves their registration if the email is found, then we would like them to be assigned a custom ‘Customer’ role so that they can see customer only info.

295
ryanne.perry
2 months ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Get User ID from Activity Timeline

We are looking to build a timeline entry that triggers a CTA. The idea is, CSM 1 is transferring an account to CSM2. What we’d like to do is have CSM 1 create a timeline entry and put CSM 2 on the timeline entry somewhere. Then we have a rule to go grab that timeline entry and trigger a CTA with CSM 2 as the owner. We can do this if we add a text field, then CSM 1 adds CSM 2’s name exactly correct, then in the rule we join activity timeline to user for the ID which we can then assign as the owner. But text fields are not real reliable. We can also use internal attendees, having CSM 1 put CSM 2 in the internal attendee field, which is a look up, thus eliminates the chance of a misspelling, but it is still a text feed join, and it can get messed up if CSM 1 outs in say their name as well as CSM 2’s name. Thoughts on how we can get a user lookup field attached to a timeline entry?

202
alizee
2 months ago
T
tmaddherlaExplorer ⭐️
asked in CS: Beginner Admins in Training
There is a huge difference in my test run and manual run for one of my rules, how do I further analyze?

I have recently made changes in data, which would result in a new set of picklist items in one of the fields in C360, when I do a manual test run on the rule that updates the data object responsible for that field, there are zero records failing and the new picklist items are showing up in the log, but when I do a manual run all the records with the new items are failing. How can I further investigate this difference in the manual run and test run?

323
bradley
2 months ago
J
jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Questions as we get started with PX and JO

Hello! We are creating our first Journey Orchestrator to include a PX engagement. We have a few questions as we begin researching and configuring. Is there a way to create actions based off of whether they dismissed the PX engagement vs clicking the CTA? Do we set up the timing in PX or JO? Example, we want it to show twice in 2 weeks and then send an email if they do not complete the PX engagement. I’m assuming we set up the twice part in PX and then create the follow-up action to be sent after 14 days in JO In the PX engagement - where are the personalized tokens being pulled from? Can we create one to pull data from Gainsight CS? That’s it for now, but I am sure we will have more!

391
vmallya
2 months ago
balajibv
balajibvContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Where did Objectives go?

Yes, an Objective is a CTA. But it was so clear to have “Objectives” as a tab under Success Plans. It was logical and very easy to follow for everyone.Since this 8/24 release, this tab is now called “Cockpit”. We had to scramble and add a view “All Objectives” to this folder to manage the flurry of complaints we got. Not to mention the red dot on the “Change Management” and Enablement aspect of this.  Is this something that was communicated as an upcoming change? We couldnt find any mention of this in the release notes either. 

523
bradley
2 months ago
Marina P
Marina PContributor ⭐️⭐️
asked in Customer Communities (CC)
No longer possible to show/hide community list?

Hi friends,There used to be 2 toggles on the sub-category page: Show curated list & show community list -  This allowed to feature topics from different categories and hide the community list. We did this for this page, for example - https://community.manychat.com/community-welcome-guide-46 It looks like with the UI change it is no longer possible. Could anyone please confirm? 

272
Marina P
2 months ago
Mark Green Consensus
Mark Green ConsensusHelper ⭐️
asked in Customer Communities (CC)
Adding a link to an image

How do we repress the forcing of images to open as an image, in order to provide an image to open an external page? For example, in an article we’ve got this image. We want the action to be when someone clicks it to open the link (https://play.goconsensus.com/a70a49a86) but it doesn’t work.I know we can add links to text, but if we can edit the HTML why not allow this type of interaction? 

234
Mark Green Consensus
2 months ago
samwagoner1775
samwagoner1775Gainsight Employee ⭐️
asked in Customer Success (CS)
file upload from the client

We are curious if the option for a survey question that requests a file upload from the client is currently on the roadmap?

946
ajprince
2 months ago
X
Xentral_CommunityContributor ⭐️
asked in Customer Communities (CC)
What's the logic behind the order of search results?

Hey there!I noticed that the order of search results in my community seems to follow an incomprehensible pattern.When I search for a term the results neither seem to follow the order of most recent, most relevant/ viewed/commented nor most accurate contribution. There also is no pattern regarding the role of the user, who posted it.Therefore it sometimes shows an old post, that’s only viewed by few people and commented by none on the very top, a highly viewed and commented post on the third position and a newest contribution on the last position.While I would understand the logic of the newest post at the very bottom, if it was about the exposure of the post, this doesn’t line up with the rest of the order.So, does anyone know, what’s the actual logic behind the order of search results (community posts as well as Zendesk articles)?Best,

403
Kenneth R
2 months ago
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VarshaAhirContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Benchamarking - number of accounts in your community

Hi All, I run a customer only community which is in its first year. I want to understand what benchmarks can I work with in terms of number of accounts in community by end of 2024.Would love to hear from what does your goal look like - X% of your customer base in community or if there are industry benchmarks around that? Thank You!

161
revote
2 months ago
Jacinda Espinosa
Jacinda EspinosaContributor ⭐️⭐️
asked in Customer Communities (CC)
Reporting/Analytics: Group Membership

I have traditionally not reported on group membership numbers in our community, but I would like to do so going forward. I know I can filter the user overview by group membership, but is there a way I can report on group membership growth/membership by group join date?The closest thing I can find is to filter by registration date, but this will only tell me how many new community members joined the group in that time, and isn’t an accurate reflection of actual group growth. The User metrics available under Analytics don’t seem to have any information about group membership, but it’s very possible I’m missing something. Does anyone have a solution for this?

171
DannyPancratz
2 months ago
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Grzegorz ByrskiContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Ensuring Reliable File Links

Dear Gamechanger Community,We have a table with product updates, and each line contains a hyperlink that lets you download the file uploaded to the community post. However, this approach is not reliable as the hyperlinks stop working after a while.Do you know of another approach that is more reliable? Ideally, I would prefer to store the files within the community post itself.Many thanks,Grzegorz

180
G
2 months ago
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Sharon BokContributor ⭐️⭐️
asked in Meetings & Office Hours
Webinar: Effective Resource Models for Onboarding, Aug. 29

Could the right onboarding resource model be the catalyst your organization needs to boost efficiency and drive revenue?Join nCloud Integrators' Founder Brian Hodges and VP of Delivery Services Kate Griffin for a webinar on Aug. 29 at noon ET where they’ll explore the most powerful onboarding models out there. They will break down the pros and cons of each one, and help you determine the best approach for your organization.Grab your spot today: Elevating Onboarding: Effective Resource Models for Improve Efficiency and Revenue (google.com) 

170
S
2 months ago
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priyankabansalContributor ⭐️
asked in Customer Success (CS)
Issue in fetching data from GsUser object

Hi Team,I am trying to fetch data from GsUser object using API call:https://workday-se.gainsightcloud.com/v1/data/objects/query/GsUserI am able to fetch all the records from the object , but not to fetch only 1 record with a GSID=’1P0183CTFHYVUDCHIDPAU0O0N5ES1RBT8YN3’ , this seems to be a super user.Can you please let me know why I am not able to fetch this record? How can we fetch this record?Below is the screenshot of the user record we are looking for. 

192
matthew_lind
2 months ago
silasramsden
silasramsdenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Adding Calculated Fields to Live JO Programs

We have a simple two step email journey for new users, sent 7 days apart, on behalf of the CSM.Our CSMs flagged a small gap whereby if the assigned CSM changes in the 7 day period, the Sender for the second email will be the old CSM, rather than the new.My idea was to create a calculated field to pull in the new CSM’s email address as the sender address, but the “Add Calculated Field” button is unavailable on Active and Paused programs.Do we really have to clone the program and re-launch to add a new calculated field? I was surprised to find no Ideas/Questions related to this.Thanks!

512
alizee
2 months ago
A
ahamburg9Helper ⭐️⭐️
asked in Calling API Callers
Third Party Scripts to external sources in Community

Hey Y’all,Does any have experience in custom pages that updated by external javascript? I am trying to create a release calendar on our community page. I am using a html widget on a custom page. I can hard code the values inside a table in html format, but I’d rather point the code to external service that can automatically be in sync with other applications. Has anyone found a way to do this? Thanks,Anthony

70
A
2 months ago
A
ahamburg9Helper ⭐️⭐️
asked in Customer Communities (CC)
External Scripts to Custom Pages?

Hey Y’all,Does any have experience in custom pages that updated by external javascript? I am trying to create a release calendar on our community page. I am using a html widget on a custom page. I can hard code the values inside a table in html format, but I’d rather point the code to external service that can automatically be in sync with other applications. Has anyone found a way to do this? Thanks,Anthony

110
A
2 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Custom page, Dynamic Content Widget and topics from the Groups?

I noticed that I cant add topics from the Groups to the DCW. With my usecase I would like to use DCW with Custom Pages but I can see this benefical in the community front page as well.Is this feature coming in the future? 

435
Sebastian
2 months ago
danielle.leroux
danielle.lerouxContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Recognizing long-time users

We have users that have been in our community for 5-10+ years. I’d like to do something to recognize them beyond points, badges, ranks, etc. Would love to hear what others have done for long-time user recognition.

10519
revote
2 months ago
N
nicolehajekContributor ⭐️
asked in  For CSMs by CSMs
CSM mass emails- how are we capturing this?

Hello! Our CSMs occasionally blast a list of their customers with an email. This is happening through Gainsight Assist and mail merge (CSV of email addresses) in Gmail. There is the option to select “log to timeline” when sending the email out of Gmail through GS Assist. Unfortunately this button logs as only one email sent and puts that email in Timeline drafts. The other issue is that the CSM then has to go into their timeline drafts, and they are only able to associate this email with 10 different companies. Is there a way to increase the allotted number of companies they can associate the email with? It would be ideal if a CSM could blast a list of 50 companies (50 different emails) through Gmail (mail merge and GS assist) and then have each email log individually to the correct timeline. Is this possible? How does your company handle tracking and logging mass emails done by CSMs? Thanks in advance!!  

311
matthew_lind
2 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
User leaves a group - is there way to find out the reason for leaving?

I know that there is no easy way to collect data about the reason why user leaves from the group. Or is there?Or is there any workarounds?I am looking for some pop up -solution, what activates when user press “Leave group”.Or maybe we can send email to user and ask why did you leave from the group? Before that we have to know who have left and I think we dont have that data?

264
revote
2 months ago
M
mattjay98Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Tracking the success of email journeys?

Journey analytics / program analytics are fine but they don’t show much. Does anyone know a clever way to track the ‘success’ of an email journey? i.e. via a rule and then using a report/data design?For example, if we send out a mass email to our customers to use a certain product feature (like our Connect feature) - is there an easy way that anyone can think of to natively track the success of the outreach? such as ‘before the email this person had zero connections, after entering the email campaign they now have 7 In 30 days) Trying to think of a way that isn’t too clunky. I can export CSVs of participants that have opened emails but that would require probably index matching or vlookups in a Google sheet which is less than ideal for my use case. I suppose you could ‘send to timeline’ and create a data design using the ‘timeline’ entry (filtering for that specific program) and then match that on a company level to their connection metrics?Thanks!

464
jason_metzler
2 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Margings in Groups page (mobile)

This occurs here and in our community as well. Could you please add some margins to the left and right side. View is too tight.Thanks. 

313
Sudhanshu
3 months ago

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