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Why do some Dashboards in the Customer Communities Analytics need integrations?

Gainsight CC Team
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For some of the analytic parts you need an integration:

  • Salesforce integration for the Engagement Dashboard
  • Zendesk integration for the Self Service Dashboard

Engagement Dashboard


The Engagement Dashboard measures Monthly Active Customers (MAC).

 

What does it show? 

All your customers (companies) who are active in your community.

Why does it require an integration?

We need data to identify who''s a customer, using Salesforce (CRM) to be able to make that connection. 

Learn more here:

 

We don’t use Salesforce, what can I do?

A good equivalent KPI for measuring Engagement would be: Monthly Active Users: (MAU). This makes much more sense if your company has hundreds of thousands (maybe even millions) of end users. Here Community Managers simply take the total number of registered users and calculate the percentage of users that either logged in or visited the community on a monthly basis.
 

Self-Service Dashboard

 

The Self-Service Dashboard measures the Self-Service Score.

What does it show? 

How many users who viewed content vs. how many customers created tickets.

Why does it require an integration?

We need ticketing information to generate the score and identify trends.

Learn more here:

 

Curious about all the integrations that we offer? Here''s an overview and more information.

 

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    2 replies

    L
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    • lwackertn
    • Helper ⭐️⭐️
    • 22 replies
    • November 9, 2023

    Can the Engagement Dashboard integrate with HubSpot, not Salesforce? We do not use Salesforce. Maybe via a Zapier integration?

    Similarly, the Self-Service Dashboard, we do not use ZenDesk, we use ConnectWise. Can we integrate the Self-Service Dashboard with ConnectWise?

    arminfpop
    • arminfpop
    • Gainsight Employee ⭐️⭐️
    • 36 replies
    • November 27, 2023

    @lwackertn - thanks for the reply! As it turns out, the dashboards are built to work with those specific platforms and their respective integrations. This means that if you want to use Hubspot or ConnectWise, you would need to do your reporting in another platform. You are also not the first person to ask this question. 😉

     

    Nonetheless, our product team is always looking for input from our clients. I think this would be a great idea to share in our Ideation page, so we can engage with you and see if there are a lot of other folks who are asking for this functionality.

    History & Coffee - preferably at the same time.

    Reply


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