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sdrostgainsightcomGainsight Employee: ACE

Tuesday US Admin Office Hours (CS Platform): May 21, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for our upcoming Tuesday Admin Office Hours session on Tuesday, May 21, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, May 21, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

11 minutes ago

nampreetatsafeShoshin

Improve the workflow for Reported ContentNew Idea

The workflow for moderating Reported Content is confusing. In the Control Home > Contents > Reported Content queue we are currently experiencing the following workflow. I’ve included suggested opportunities for improvements in sub-bullets in bold:A topic (post/comment) is Reported The topic is added to the Reported Content moderation queue The topic is still visible to the public Expected: Add an admin option to hide topics/content that are reported, until it has been moderated. Moderators goes to Reported Content queue in Control Home, and selects the item(s) to moderate: If Moderators clicks Resolve, the topic remains published. In other words, “resolved” is the equivalent of approving the post as legitimate. If Moderators clicks Trash, the topic is sent to the Trash can, and the topic is unpublished. However, the topic remains in the Reported queue, until the moderator click Resolved. This isn't intuitive. Expected: Remove the “Resolve” button. The "Resolved" button is

42 minutes ago

Lena H.Veteran Rookie

Customer Communities (CC)

Do you use Email Campaign for Event Invitation? Lets discuss about the numbers for once off Mails!

Hi Community, In the last few weeks, we have invited Members to an onsite event, we selected the members who are based in this city and send them a once-off E-Mail Campaign. The response seems incredibly successful to me, especially compared to our Monthly Newsletter (Send out via Hubspot). Also the registrations through this mailing were excellent.I want to validate and compare the numbers now with other Communities. Similar to @revote’s Post: What numbers do you get in Segmented once off Mailings? @aluciani, @VarshaAhir you seem to use the tool. Also @KrisGoose, I have seen you are using the automated E-Mail Campaign and having great numbers there, congrats! Are you also using the once-off E-Mail Campaigns?We have sent the e-mail campaign from both our 2 Platforms and got numbers:Open Rate: 50-60% Click Rate: 13-15% The segmentation, sending it out to only members who are based in the City, seem to be the key driver of success in this case.Looking forward to exchanging here. :) Best,

2 hours ago

revoteGolden Ruler

Customer Communities (CC)

Stretched avatars

This occurs here and in our community as well:

2 hours ago

baji_bathulaGainsight Employee: Veteran Rookie

Meetings & Office Hours

EMEA Admin Office Hours(Thursday session) - 23/05/2024

This thread is for the Admin Office Hours session for Thursday May 23rd,2024. Submit your questions to this thread and we'll address them during our session at 1-2:30 PM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location +1 669 900 6833 US (San Jose) +1 253 215 8782 US (Tacoma) +1 301 715 8592 US (Germantown) +1 312 626 6799 US (Chicago) +1 346 248 7799 US (Houston) +1 646 876 9923 US (New York) 888 475 4499 US Toll-free 877 853 5257 US Toll-free +91 80 71 279 440 India +91 116 480 2722 India +91 22 48 798 004 India +91 224 879 8012 India +91 226 480 2722 India +91 22 71 279 525 India +91 406 480 2722 Ind

3 hours ago

SruthimallaGainsight Employee: Team Captain

Product Experience (PX)

How To Strategise and Implement KC Bots – Exclusive Webinar Invitation!Webinar

Hello Gainsight Community,As part of our commitment to empowering you with the best tools and strategies for customer success, we are excited to invite you to a special webinar dedicated to mastering KC Bots within Gainsight PX. This session will guide you through the strategic implementation of KC Bots to optimize customer engagement and autonomy.📅 Date:May 28th ⏰ Time: 08:00 AM Pacific Time (US and Canada) 🌐 Location: Online (Registration link )Empower Your Customers Through Automation:KC Bots are powerful tools that offer proactive engagement and support, transforming how users interact with your platform. This webinar is your gateway to harnessing their full potential:1. Strategic Insights: Learn how to determine which KC Bot to build based on user needs and business goals.2. Optimization Techniques: Discover how to refine your bots for maximum impact, ensuring they deliver personalized and contextually relevant experiences.3. Performance Tracking: Understand how to measure the

150

5 hours ago

cclementsShoshin

Customer Communities (CC)

Hide topic count in menu

Hey Community experts! 👋🏼 Is it possible to hide the ‘count’ of topics/articles in the main navigation dropdown menus? Use case: In order to free up some real estate in the main nav, we created a redirect to Product Updates within the Knowledge Base menu (retitled to Resources in our example). While this is a ‘real’ category created to achieve the redirect, it doesn’t and won’t have content, so in the dropdown view, it appears as 0 - not ideal. I’d love to hide the counts altogether but haven’t found where I can do this via control. Will I need custom CSS to do this? CC: @Julian @MeghanM @echen

5 hours ago

BraydenGainsight Employee: Shoshin

Please add ability to restrict Company Persons in Customer Cheat Sheet email shareNew Idea

Hi Team, When sharing Customer Cheat Sheet from C360 by email, the search bar includes Company Persons, which could possibly be a risk since there may not be information you would like to share with your customer in the Cheat Sheet. It would be very useful to have the ability to restrict this search list to just Internal Users to ensure this information is not shared erroneously with a customer contact. Thank you.

16 hours ago

ahamburg9Veteran Rookie

Customer Communities (CC)

Ideas and the API

Hey all,I built a script that pulls the API data into a sheet and then posts a slack message. I am trying to figure out how to build a field or pull a field via that api for the URL of the idea within the community.Does anyone have an idea how to do this?I understand that it is generally .com/ideas/title-publicidSometimes with spaces and and different miscellaneous symbols within a title of a post, it may not be a conventional way to build a link. Any ideas or how you may have done something this in the past would be super grateful! Appreciate the help in advance.Anthony

17 hours ago

WayneVeteran Rookie

Customer Success (CS)

360 - Restrict Editing Low Volume Object (The entire Object not individual Fields)

I do not know when or understand why this change was made. Best guess someone was able to find was 5 months ago. Prior to this change in order to make records on a Low Volume object editable on a 360 you had to add the GSID of that Low Volume Object to a report. This gave the popup edit icon that allowed you to have end users edit records. Now, after some change, probably horizon change, the edit icon is always there. We have no control on if records should be edited or not. In this sreenshot you can see no GSID In this screenshot you can see the edit icons are there. Do I understand why this was probably changed? Yes, obviously it makes reports look ugly/extra effort just to add the GSID to make something editable. However, by you guys no longer making the GSID a requirement and allowing every Low Volume Object report to have the edit buttons you have removed capabilities we had before this change. We as admins no longer have the ability to remove the end users ability to editing Low

17 hours ago

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cclementsShoshin

Customer Communities (CC)

Hide topic count in menu

5 hours ago

WayneVeteran Rookie

Customer Success (CS)

360 - Restrict Editing Low Volume Object (The entire Object not individual Fields)

17 hours ago

cdonargoGainsight Community Manager

Customer Education (CE)

Gainsight Customer Education (CE) Office Hours: What do you want to learn about?

On Thursday, May 23rd, we’re beginning our Gainsight CE Office Hours series! Our first session will be a walkthrough and discussion on using Gainsight CE’s Learning Paths within your education program. If you haven’t signed up yet, do so here 😄 As we plan to run these Office Hours on a monthly basis, what topic would you like to learn about next? Comment below what features of the platform or around Customer Education in general you’re eager to hear Gainsight CE team cover over the next few months! 🔑

18 hours ago

lpiconeTeam Captain

Product Experience (PX)

Engagement Ids changes when in Draft mode

Hello,Went to add localization files to an engagement, forced into draft mode. Files kept returning an xliff error.After a few attempts, I downloaded a new xliff file - noticed that the engagementId between the original (pre-launch) and the launched (so now in draft mode) are not the same engagementIds. Stopped engagement, original files loaded without errors. Is this the expected behavior?

19 hours ago

katie.rayRegistered User

Customer Communities (CC)

Community Launch Ideas

Hey Team! We’re about to officially launch our new community and Im looking for examples (graphics, linkedin takeovers, etc) for launching the community! Thank you!

21 hours ago

mcookseyShoshin

Customer Communities (CC)

How do you manage your moderation queue?

Curious to know how other admins manage their moderation queue in the admin portion of the site.When you read an item -- or manually mark it as “read” -- it seems to disappear from the queue (at least until a new comment comes in). I’d like to maintain a zero moderation queue list, and I am curious if others do this, and what the most efficient way is to work in the moderation overview section.

21 hours ago

renee_cRegistered User

Customer Success (CS)

How are you measuring Executive Engagement or Sponsorship between your Exec and Customer's execs?

We’ve launched an Executive Sponsor program where many of our Exec leaders are assigned to accounts and we have a programmatic approach outlined. I’m seeking best practices on how best to manage and report on this program. I’d like to hear from others. Are you tracking this via a CTA? Somewhere else? What have you learned as you launched a similar program. Are you tracking any of these? Other metrics?Do we have the right exec contact at the customer? Has our internal exec sponsor made contact? Are both attending EBR? What impact is this engagement having on renewals, upsells, advocacy?

22 hours ago

jivanovaVeteran Rookie

Customer Success (CS)

Customize User Profile in Gainsight CS

We would like to enable our CSMs to add some custom fields on their profile, ie title, links, etc. to be then used as tokens in email templates. Is there a way to customize what fields are displayed/edited on the user profile in Gainsight CS (not Community)?As an admin I can edit the user profile and add the custom info manually but obviously I do not want to grant the same user access to all CSMs. The only workaround I found is a report out of a new low volume custom object where the fields are editable. I’d have to duplicate the user object more or less to achieve this.

23 hours ago

LizetteAkkerRegistered User

Customer Success (CS)

Giving two CSMs access to a company record

Hi, We have a supporting CSM role in our environment, and these people assist the CSM with administrative tasks on their key accounts. Can I set up a company to be co-owned by two CSMs?

1 day ago

RhondaShoshin

Customer Communities (CC)

Identify users who create or reply to posts within a certain time period

Hi :-)I’m running an engagement contest in June that will recognize users who create 1 post or reply to two posts. Is there an easy way to identify these users?It looks like I can create a Segment that measures activity within a certain time period and counts number of posts or replies but the count is for all time, not within the defined time period.

3 days ago

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Improve the workflow for Reported ContentNew Idea

How To Strategise and Implement KC Bots – Exclusive Webinar Invitation!Webinar

Please add ability to restrict Company Persons in Customer Cheat Sheet email shareNew Idea

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