Share and Learn Best Practices

Hi all,I’m excited to share that we’re kicking off Pulse with the official Gainsight Admin Happy Hour!Join us to connect with fellow admins who truly understand your day-to-day and who you’ll be seeing throughout the week. It’s the perfect way to start Pulse with a mix of new and familiar faces, great conversations, and good vibes. Appetizers and beverages are on Gainsight - just bring yourself!📅 Date: Tuesday, May 26th🕔 Time: 5:00–7:00 PM📍 Location: The Landing Pad at Brooklyn Bowl, The LINQ Promenade🔗 Register here  

Looking to see if anyone has used agents for replies in their community and what things they accounted for.  If you haven’t, I would be interested in hearing any thoughts you may have. Our community is still growing and in the phase of trying to build engagement amongst our customers, very few comment and post.   Based on customer feedback we are creating targeted group(s) to see how those go with our customers. I have a zap that catches posts made in a group waits 1hr (no reason behind that) and then calls an agent that is connected to our knowledge to provide a reply. The responses seem really great, and I have adjusted the agent to not provide direct copy from knowledge articles and to act as a trusted advisor..Since the replies do provide engaging questions at the end I am considering creating a zap to catch those too, but any other considerations to think of? If it helps here are the agent instructi

Hi there Pulse family,Pulse 2025 is creeping in on us & we are looking forward to 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.Here’s how

Scaling a global community is easy to talk about—but incredibly hard to execute.We’re pulling back the curtain on how we scaled a multi-product, global ecosystem without adding headcount or sacrificing the member experience.Join us for our session:Scaling a Global Community: Trimble’s Playbook for Growth, Localization, and Automation Thursday, May 28 at 12 PM.We’ll be sharing our practical "Scaling Secrets," including:Migration Strategy: Moving from fragmented silos to a unified home. Global Reach: Using AI to bridge language gaps while keeping the "human" touch. Signal over Noise: How we cured notification fatigue for 70+ products. AI as a Catalyst: Where AI adds real value—and where it doesn’t.Stop guessing and start scaling. Hope to see y

We’re bringing back this high-impact event exclusively for Gainsight Admins! Join a small-group roundtable led by one of six expert Admins from our amazing CS Ops Product Council. These seasoned pros will offer tactical, personalized coaching and share real-world insights. You’ll also connect with fellow admins in a setting designed to spark collaboration and future peer support.Each roundtable is capped at 5 participants to keep the conversation focused and valuable. Registration is required and limited to Pulse-registered attendees. You may attend one roundtable only - helping us open the door for more Admins to benefit from this experience.📅 Dates & Times• Wednesday: 12:45–1:45PM• Thursday: 1:15–2:15PM📍 LocationCS Ops Clubhouse🍴 Food & Timing

Hey everyone! 👋Our latest Community Professionals Meet-up took place last week, and what a session it was! The topic was Advocacy & Super Users: Empowering Your Top Champions, and we had a brilliant group of community managers come together to share how they're identifying, rewarding, and retaining their most valuable community members.We heard from community managers across a range of industries and platforms, covering everything from how programs get built from scratch to the very real challenges of keeping them running as communities evolve.We covered several key topics, including:How to identify super users beyond just point scores: looking at quality, tone, and broader leadership behaviours Structuring perks and rewards that go beyond swag: exclusive exec access, conference passes, personal branding opportunities, and more Setting and enforcing accountability expectations without losing members from your pr

Renewal risk that surfaces at 90 days before renewal almost always exists at 6 months as well. The problem is that without a structured process, it stays invisible for too long. CSMs know something feels off, but there’s no consistent moment to surface it, no documented action, and no leadership visibility until it’s nearly too late.We built a Renewal Forecasting process in Gainsight to fix exactly that. Happy to answer questions or compare notes: drop a comment or send me a message! How it works The process runs at two fixed checkpoints: 6 months before renewal and 3 months before renewal. At each one, an automated risk signal meets a CSM assessment. When they align, the status is confirmed. When they don’t, CS leadership reviews and sets the final call. The disagreement doesn’t get averaged away or ignored.Every at-risk or uncertain renewal triggers a mandatory Action Plan CTA, where t

Our member-based (non-profit) organization just created a Member Success team that concentrates on engagement, member retention, and concierge service. It also is the center of our AI development for our entire team. Would PULSE do us good to attend? Trying to create an argument for business justification. 

Hi All! I am a community manager and am considering attending the next Pulse conference in May. Wondering if there are any materials or tracks that will targeted for community management at this event. Would love to connect with others in the community space, and think this could be a great opportunity! 

Hey everyone! 👋 Our latest Community Professionals Meet-up took place on 18th March, where we took a deep dive into the role of AI within the Community space. We were fortunate to have ​@Graeme Rycyk join us to share exclusive insights into Gainsight's current AI features and the exciting future developments currently in the works! During the Meet-up, Graeme provided product updates and hosted a live Q&A, followed by a community roundtable where members shared their own experiences, wins, and challenges using AI in their daily community work.We covered several key topics, including:Optimizing Community and Knowledge Base content for AI engines. Measuring the actual usefulnes

At mentioning users in slack can be accomplished by creating a Slack workflow and using Gainsight external actions to push relevant details to the webhook. Ensure that you have a Slack connector set up first, then create a workflow in Slack.Initiate the workflow with a webhook. Include all of the necessary variables that will be fed by the external action in Gainsight. Send a message to a personOne of the action types is to send to a person. In this action we can send a direct message to a single individual using their email address or their User Id as an identifier. The message appears as from the workflow itself.Slack action builder

Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.An

Understanding how users engage with your Gainsight instance is essential for driving customer success and optimizing adoption. Even if you don’t have access to Gainsight 360, you can still gain valuable insights into user activity and feature usage through User Login History and GS Asset Usage Tracking objects.Objects Used: User Login History GS Asset Usage TrackingTracking User Login HistoryThe User Login History

Hi in-app builders! 👋A core part of PX design is imagining the user’s moment; what they’ll need, when they’ll need it, and how to deliver it without breaking their flow. Badges are one subtle, effective way to do that.For our own PX users, I built a badge-triggered hub that lives inside the Engagement Editor and surfaces short, actionable videos and tips so builders can learn fast and get back to designing. Why a badge?Instead of a full walkthrough, I added a small badge on the Engagement Editor page. It’s always there,  makes it obvious that extra help is available, but it stays out of the way when it’s not needed.When the badge is clicked, users see a simple menu with three “choose your path” options. They pick the topic they care about, watch a short video, then either close

Got a story worth sharing? We’re listening.🎤 Pulse 2026 is now accepting speaker submissions.We’re looking for leaders and practitioners who are building, experimenting, and learning in real time — across CS, RevOps, Digital, and AI, etc. If you’ve learned lessons the hard way (and can help others skip a few), this stage is for you.⏰ Submissions close January 30, 2026👉 Submit Now: https://bit.ly/49dOdYM

I wanted to share how we track key field changes on the Company object using Real Time Rules. This is a common use case that is easy to implement once you get comfortable with Real Time Rule functionality!Step 1: Create your History Tracking ObjectWe use a custom object to hold information for our key field changes. We titled it “Company History Tracking.” It has the following fields:Old Value New Value Field Company (GSID lookup) and the other system-generated fieldsStep 2: Create your Real Time RuleReal Time Rules can be used to track field level changes on limited objects (called “Topics”). For this example, we’ll use the “Company” topic to track field level changes from Company in real-time.Step 3: Choose your event (what do you want to track that changes?)After choosing your “Topic” (Company), choose your “Event.” This is the change

We hold regular live instructor led sessions on our various products. We publicize and promote them in community and take registration for Zoom Hosted meetings.We often have paid consultants lead these session so anytime a session is not attended by any user is an issue. I was approached by the Digital CS Team Lead, who owns the regular live webinars, about whether it was possible to identify events with no/few registrants.Using Zapier and the Zoom connector I was able to automate a weekly review of upcoming meetings and alert the Community Team if there was poor registration via email.The alert could of course have been a Slack or Teams type message also. The find all meetings step requires some parameters to be included.

I recently joined the new Retention Rethink podcast from the Customer Success Collective and Gainsight to discuss best practices in adoption. At TrendMiner, we use Gainsight PX to gather adoption data and guide our users in-app, and we leverage the adoption data extensively in Gainsight CS.I figured it would be useful to share some practical best practices from the podcast here as well… 1️⃣ Start with data: Identify the behaviors that actually predict retentionStart by correlating usage patterns with retention outcomes. When we did this, two insights stood out: Three distinct logins early in the journey strongly predicted long-term retention. Specific feature usage (search + monitors) was the biggest driver of stickiness. Gainsight Application:Use PX data to find your equivalent “sticky ac

SummaryEffectively documenting Journey Orchestrator (JO) programs isn’t a “one-and-done” factor in Customer Success Operations. At its core, three underlying principles come to mind as you seek to transform a chaotic program landscape into a clean, well-organized roadmap to scaling your digital enablement programs:Establish thorough project documentation (before starting) Implement crystal-clear naming conventions throughout JO Maintain detailed post-launch program logs and reportingBy following these key pillars, admins can build scalable JOs — which any team member (or Gainsight support) can follow, troubleshoot, update, and optimize — preventing costly rebuilds, accelerating stakeholder alignment, and creating the foundatio

Hello Pulse family,Pulse Europe 2025 is creeping in on us & we are looking forward to 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.This is how ​

 Hi, I’m Matthew, Community Manager at iD Mobile! 👋 At iD Mobile, our customer base was growing quickly... but our support costs were growing even faster. Sound familiar? 🤔Join Kieran Clarke (Head of Customer) and I on Thursday, 13th Nov at 12:30 to find how we reversed this trend and transformed the iD Community into one of the fastest-growing communities on the Gainsight platform, while reducing support contacts and tripling the number of customers who found answers on their own!We’ll share the specific initiatives and customisations that ignited Community growth, with practical examples you can apply. We’ll also share ho