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Ask questions and discuss Gainsight Products

4764 Posts

K
ktorresRegistered User
asked in Timeline

Logging activity type:meeting to timeline from gcal

I’m looking to get GS to log my meetings automatically from gcal to gainsight.  Is there a way to do that? I was told I could use the log to timeline email address as an invitee and it would get logged, but that is not working for me.  I can log emails with it in cc or bcc, but I cant get a “meeting” to log from gcal that way.

5
matthew_lind
All Star
1 day ago
M
Shoshin
ManoelShoshin
asked in Rules & Permissions

Rule that will alert CSMs a SFDC account is no longer available.

Hi, folks! I would like to create a rule or perhaps a program that will alert CSMs when a SFDC id no longer exists due to a merge or a deletion in SFDC. As an example, I have a rule that pushes data from GS to SFDC and it only runs partially successfully because the SFDC  Account IDs are not found.Any insights? 

3
matthew_lind
All Star
1 day ago
Snigdha Adiraju
Gainsight Employee: Shoshin
Snigdha AdirajuGainsight Employee: Shoshin
posted in Gainsight PX

Recording: How Autodesk Achieved 20%+ Response Rates and Reduced Response Times to Just One Week with PX

We had an amazing Customer Spotlight session with Autodesk and how they aced their Data-Driven Journey: Bridging the Gap Between Users and Innovation 🌟 Autodesk embarked on a transformative journey, integrating data into its processes, culture, and products. Here's a glimpse of the talk with Iain Scovell Product Analytics: Autodesk's Product Analytics team plays a vital role, delivering insights to the product teams and developing data-driven solutions for users.  Challenges: Understanding the diverse user base, especially those on older desktop products, posed unique challenges with legacy technology. 💬 Say-Do Gap: The "say-do gap" emerged as a key concept, highlighting the significance of aligning user behavior with their feedback. Evolving Expectations: Users' expectations are shaped by their experiences with consumer software, pushing Autodesk to adapt and innovate. 🤝 Bridging the Gap: Autodesk's focus lies in bridging the user expectations and actual experiences to enhance sati

0
Snigdha Adiraju
Gainsight Employee: Shoshin
1 day ago
E
egerberRegistered User
posted in JO, Email & Notifications

Calculated Field in Conditional Wait Step

Im trying to populate a calculated field to show a specific link in which a recipient clicked within an email and then trigger a CTA off that.  I created the calculated field in the Conditional Wait step but Im not sure where I need to map it to the recipient.  

9
heather_hansen
Grand Slammer
2 days ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in Reports & Dashboards

Reporting on amount of time in CTA Statuses

We're coming across a need to be able to report on how long CTAs stay in statuses.  For example, we populate CTAs with New.  We'd like to be able to report on how long it stays in New before it is moved to another status by the CSM. Same with any subsequent moves.  

10
katie_b
Champion
2 days ago
P
Shoshin
pchoeShoshin
asked in Data Management & Integrations

Newly added value to Custom Dropdown will not show up

Hello,I added a new value (Intelligence) to the dropdown and made it active but it has yet to show up as an option when I try to add an objective to a Success Plan. Do I have to refresh the data or do anything else to have this value appear?Newly Added Value = Intelligence, when I go to check to see if it’s an option for a new Success Plan it still doesn’t show up. 

0
P
Shoshin
2 days ago
G
Gainsight Employee: Shoshin
gloriamavunguGainsight Employee: Shoshin
posted in Gainsight PX

Recording: PX Crank Up Technicalities Webinar - Master Customer Onboarding

This week's webinar session covers: An overview of customer onboarding. How to build a customer onboarding strategy.  A demo session on configuring your KC Bot and measuring the impact of your onboarding process.  Use the following links to view the webinar recording and deck + take-home activity on slide #25. Here are a few supporting resources you can reference for additional customer onboarding tips: Cultivating Success: Best Practices For A New User Onboarding (PLG) PX Tips: Graduation Day For Your Onboarded Users How To Optimize User Onboarding With PX's KC Bot Why Self Serve KC Bots Are Important To Scale Digitally Cultivating Success: Ideas To Measure Engagement's Impact?

0
G
Gainsight Employee: Shoshin
2 days ago
G
gkamauRegistered User
asked in Gainsight PX

Track which pages in the app the knowledge bot is opened on

Is there a way to track which pages of our app our users are on when they open the knowledge bot? Can we set up Gainsight tracking on the bot itself?

3
mmarques
All Star
2 days ago
P
prithvivihari11Registered User
asked in Rules & Permissions

{External Actions & Rules Engine}Ability to send notifications for API Errors

Hello,External Actions created can be used in Rules Engine as Actions. However, when an External API fails the rule shows ‘Success’ Status. Are there any plans to fail the rule when the API fails as well?

1
jenniferpa
Team Captain
3 days ago
Anusha Mohan
Gainsight Employee: Shoshin
Anusha MohanGainsight Employee: Shoshin
posted in Gainsight PX

Quick Tip: Combining a NPS Survey with a Multi-question Survey in sequence

Hello PX Family,We often get queries from customers who want to run an NPS Survey followed by a Multi-Question Survey. Currently, Gainsight PX neither provides the flexibility of adding additional queries to the NPS Survey nor adding an NPS Survey at the beginning of a Multi-Question Survey.The customers' feel that shooting these surveys back to back will fetch them more responses and give the end users a better user experience.But we can run an NPS Survey followed by a Multi Question Survey in sequence.😊Yes you read it right and let us have a look at the steps involved:Step 1: Create an NPS Survey ⭐ with the Audience Logic Step 2: Create a Multi Question Survey Engagement. Under the Audience Logic, include an In App Engagement Rule that requires the NPS Survey Engagement to be “Last Exactly 0 days ago” and launch it.✔And Voila 🎉🎊, the surveys are launched in sequence. Here is a quick video demonstrating the same.  

1
Molly.McQ
Team Captain
3 days ago
O
OlyaRegistered User
asked in Data Management & Integrations

Restrict editing low volume objects

We have low volume object but only full admins should be able to edit it. It’s low volume so we able to join it with our other low volume object. Is it possible to restrict editing custom low volume objects?

0
O
3 days ago
P
Shoshin
pchoeShoshin
asked in Reports & Dashboards

Reporting - Historical Call to Action Data

We want to see how many times a CSM had a On Track status for a specific type of CTA and we want to see this YTD, is it possible to see this now? This is to help determine KPIs for our CSMs.

2
P
Shoshin
3 days ago
G
Gainsight Employee: Shoshin
gloriamavunguGainsight Employee: Shoshin
posted in Gainsight PX

How To Optimize User Onboarding With PX's KC Bot

Simply offering an incredible product jam-packed with fresh features is only half the formula for a successful business. The other half of that formula is messaging.  Product messaging is pivotal in customers' perception of whether a product is meh or phenomenal. This is why you must fill your Knowledge Center Bot (KC Bot) with messaging components that truly resonate and benefit your target audience.  We recommend you provide your users with an exceptional onboarding experience that delivers the right message — at the right time. And PX’s KC Bot is a great resource to leverage.    The KC Bot is an onboarding assistant that guides users in learning your product. When you activate your Bot, it has the power to enable your customers to take control of their onboarding learning experience by providing them direct access to the following:Educational in-app engagements. Knowledge-based articles. Powerful SaaS integrations that allow you to collect in-product feedback and dispense educationa

3
mmarques
All Star
3 days ago
S
Shoshin
Simarpreet SinghShoshin
asked in Gainsight PX

KC Bot: Hiding engagements based on audiences

Problem: Our clients have an option of integrating Account A, Account B, or integrating both of them with our platform. These clients have the same plan, but showing them the same engagements in their onboarding checklist doesn’t make sense as some of them may be centered around Account A or B which the client might not have connected.Is there any way to have the same KC Bot for the same audience, but showing them different engagements based on their audience rules?I tried creating a test bot for myself with one engagement having a rule that would never trigger (set audience rule of a random email ID) and one engagement that would trigger, but I could see both of these in the KC Bot, so I assume the audience rules for engagement don’t matter.Is there any reason that the audience rules for engagements aren’t honoured and a static checklist is being shown with all engagements?

1
JayS
Champion in Training
3 days ago
L
LizetteAkkerRegistered User
asked in Data Management & Integrations

Zendesk Explore data ingestion for SLA info

We are trying to bring Zendesk Explore fields relating to SLAs on our tickets into Gainsight, but it seems that Zendesk only allows us to schedule an email with CSV attachment - ie. cannot ge the file into the S3 bucket in an automated way. Has anyone ever experienced this issue and found a suitable work around?

0
L
4 days ago
G
Shoshin
GainsightAdmin123Shoshin
asked in Reports & Dashboards

Need an option to delete the Inactive dropdown values

Need an option to delete the Inactive dropdown values, Which is becoming an issue when we are filtering the dropdown column in the reports results in showing inactive values

4
jenniferpa
Team Captain
4 days ago
colettegoode
Shoshin
colettegoodeShoshin
asked in Surveys & NPS

Ability to Survey Internal Gainsight Users

We would like to have the ability to survey internal Gainsight users. The use case would be to get feedback on how they use the tool, dashboards used, NPS on the tool etc. The function could be similar to the Users category when creating a Journey Orchestrator program and allow us to target surveys at particular user groups.

3
Marwan
Shoshin
5 days ago
K
Shoshin
kate_wigglesworthShoshin
asked in Reports & Dashboards

Shareable Link from Report Builder

In SFDC Classic there was an individual url link created in GS Report Builder which you were able to share, however in SFDC Lightning’s version of GS Report Builder there is no unique url- each report you create is just “lightning.force.com/lightning/n/Report_Builder” without a report specific link at the end.  Is this a feature that could be reinstated? 

3
P
Shoshin
5 days ago
E
EmmettNRegistered User
asked in Surveys & NPS

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.

2
S
Veteran Rookie
6 days ago
M
Champion
MelissaCChampion
asked in JO, Email & Notifications

Sending Emails to Non-Clients (Accounts with no GSID)

Hey!My marketing team wants to starts sending correspondences via JO to their clients as well as non-clients.  The problem is, the non-clients don’t have a GSID in SFDC, so I had a thought and wanted to see if this was possible..Could I potentially create a dummy account in SFDC, assign a GSID, and then add them to a JO program or did I just make that up?  hahaI appreciate any feedback:)Thanks!

2
alizee
Golden Ruler
6 days ago
C
Shoshin
carol.hutchinsonShoshin
asked in Gainsight PX

Why is the new Snooze Engagement option not available for Dialogs

We were excited to use the new Snooze Engagement button feature, but it doesn’t appear to be available for Dialogs. This is where it would be of most use to us as we can present a message to our customers about something they don’t want to know about right now, but that they want to be able to get reminded to review at a time that better suits them. Is there a reason it is not available for the Dialog type of Engagement and are there any plans to make it available? 

7
mmarques
All Star
7 days ago
Sruthimalla
SruthimallaGainsight Community Manager
published in Gainsight PX

Why Self Serve KC bots are Important to Scale DigitallyBlog

In this digital saga, the KC Bot isn’t just a tool; it is a guide, a mentor, and a source of empowerment. It transforms the way people interact with the products, fostering a culture of curiosity and learning. And so, in the ever-evolving landscape of the digital age, the story of the KC Bot continues to unfold, reminding us that the pursuit of knowledge is not only a journey, but an adventure filled with discoveries waiting to be made.Self-serve Knowledge Center (KC) bots play a crucial role in the SaaS (Software as a Service) industry for several reasons: Help them to achieve their first milestone and find that “Aha” moment User reaching an “Aha” moment is the true activation for any product, and an onboarding checklist serves as a structured guide to ensure users understand and complete the essential actions required for successful activation and engagement with a product, service, or platform.It acts as a roadmap, outlining the steps users need to take to get started effectively. B

631
JayS
Champion in Training
8 days ago
K
Champion in Training
kumaranbcakChampion in Training
asked in Reports & Dashboards

Horizon Analytics - Reports - Field Display Name

Hello Team,  I think this is something useful for all the Gainsight Admins and end users. Let's say I am creating a report and I am adding 5 fields (A,B,C,D,E) in Show me section. I am changing the “Field Display Name” of 2 fields from A to X and C to Y respectively.  Now, I am adding a field to the Group By section. This is where the issue happens. The field display names of A and C will be automatically changed from X to A and Y to C. I will have to change the Field display names once again.  The unfortunate situation here is, Horizon Analytics report builder doesn't give the option of Undo and Redo.  

3
bradley
Grand Slammer
8 days ago
C
Conor6Registered User
asked in Rules & Permissions

Weird issue with Milestone rule

I have created a rule that checks when 2 specific CTA’s have been closed. There are 2 actions in the rule both create milestones of the same type but for different reasons. For some reason the first action works fine, it creates the timeline entry and also appears in the customer journey widget. The second action also appears to work and can be observed to work in the execution logs, however no timeline entry is created and it does not appear on the customer journey widget either. Has anyone else had this problem? Any advice would be appreciated!

2
C
9 days ago
ben
Shoshin
benShoshin
asked in JO, Email & Notifications

Edit formatting of inline survey question

I am setting up my first AO with an inline survey question. Seems pretty easy, although I do have one knit-picky thing: the question is not being displayed in the same formatting I have setup in my email template. Furthermore, I am not seeing a way to change that. Not a huge thing, but the change in formatting mid-email is somewhat distracting. Any ideas folks? Thanks!

14
OdinKnutsen
9 days ago

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