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How to Build and Advance Your Career in CS Ops

(Thu, 8 Jun, 17:00)

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Discuss Product Features

Discuss Product Features

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4571 Posts

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ahollenShoshin

asked in Data Management & Integrations

How To: Create Test Account

Hello GS World!!I thought I read somewhere that we can create a “dummy” account in GS to do testing on prior advising all CSMs to proceed with a new report/design/etc.I cannot find where I read about creating a test account, anyone know?Thanks in advanceAmy Hollen

57 minutes ago

hardik_motaChampion

posted in Data Management & Integrations

Office 365 Suite Integration with Gainsight

Hi Team, One of our customers is looking for integration of Office 365 suite apps with Gainsight, specifically PowerBI and Sharepoint, but others will likely be close behind. Do we have this planned currently in the roadmap for NXT tenant with Office 365? Best, Hardik

10 hours ago

AshtonVeteran Rookie

asked in Gainsight PX

Installing Gainsight with IFrames (PX)

How are others configuring Gainsight to track activity in IFrames? We have a few of our products that use IFrames extensively for their product and we are trying to identify the best way to track the usage of these products. We got to the Product Mapper phase of configuration and have identified that we are not able to tag anything within the IFrames, and are now looking for guidance on what we might be able to do. I have searched the Gainsight documentation and only come up with this one page: https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Install_Gainsight_PX_in_IFramesIt is a very short description and I have passed it along to my engineers for them to see if they are able to work with this. But having the outline of an experienced team who has worked on this would be great.

10 hours ago

jniesGainsight Employee: Shoshin

posted in Gainsight PX

In-App Guides: How many steps is too many steps?

In-app guides offer an excellent way to guide both new and existing users through your product, showcasing its features and functionalities. However, the question often arises: "How many steps should my guide include?" My first recommendation is to empathize with your customers and consider how many steps you would personally go through when learning about a new product or feature. Including too few steps might result in inadequate guidance, while including too many steps could lead to significantly lower completion and feature adoption rates. It's important to strike the right balance. Fortunately, at Gainsight PX, we are passionate about data and have determined the ideal approach to drive customer engagement through in-app guides. Our analysis reveals that keeping the guides within 5 steps yields completion rates of almost 30%, with 2-3 steps being the optimal range. Completion rates from automatic engagements based on number of slides However, what if your product is highly compl

17 hours ago

DavidrRegistered User

asked in JO, Email & Notifications

Customers opt-in/out

How do you enable customers’ opt-in/out for the CSMs communications? Is there an automatically-generated opt-in form? Is there a way to opt-out? Does the system verify if customers can be emailed to based on their opt-in/out status?

1 day ago

rterakedisVeteran Rookie

asked in Gainsight PX

Clarify Exit, Skip, Snooze and Guide Completion Status

I can’t figure out from the documentation exactly how these 3 buttons (Exit, Skip, Snooze) work, in relation to the Audience Rules (In-App Engagement “Completed”) and Qualification Intervals and CTA’s (Links or Custom Buttons)?Some Questions:If a user clicks a link (CTA), does that mark the guide as completed? My understanding is “No”. If a user clicks a custom button and that custom button closes the guide, is the engagement marked as completed? What is the difference between Skip and Snooze? If a user “Skips” is the guide marked as completed? If not, do the intervals still apply? If the user snoozes, I would assume the intervals apply and the guide is only marked as “viewed”? Thanks for anyone that can help clarify!

1 day ago

andreammeldeACE

asked in Reports & Dashboards

How can I report on email template?

We need to create a report on email templates (who created, when created, folder, etc), but I am unable to figure which object this is stored in. I tried looking at objects that pull template name and ID (like Email Logs), but it only stamps the name and ID and does not have a lookup to another object that would have additional details on the template @mglarocca

1 day ago

rebeccashermanRegistered User

asked in JO, Email & Notifications

AO Participant Custom Fields - usage reporting

Hello,Recently I learned about the AO Participant Custom Fields object and would like to use it for more efficient reporting than employing data designer or adding to a Load Usage Rule. Does the mapped field update in terms of usage information? For example, on a recent Journey Orchestrator advanced email program, I mapped a field regarding setup of a particular feature; the Boolean field it references is located on the Usage Company Information object. After the program runs I will need to report on conversion, whether this usage field is now true after the participant entered the program. Will that mapped field be updated with current information?

1 day ago

SanelRegistered User

asked in Other CS Features

Gainsight oAuth flow

I am trying to setup the oAuth flow, by following what is described in the following documentation:https://support.gainsight.com/Gainsight_NXT/01Onboarding_and_Implementation/Onboarding_for_Gainsight_NXT/Login_and_Permissions/OAuth_for_Gainsight_APIs#Create_Application But the problem that I encountered is that there is no OAuth Applications tab available, when navigation to: /v1/ui/usermanagement#/authentication.So the question is how do I create an oAuth app for which I could acquire the client id and client secret?

2 days ago

alizeeMVP

posted in Data Management & Integrations

January 28 is Privacy Day - let's discuss data protection best practices

Hey Everyone,Tomorrow (January 28th) is Privacy Day (or Data Protection Day). And no it’s not a GDPR thing. It’s actually much older: 2007 when the Facebook, YouTube or Google Analytics of the world were about 2 years old. H***, Gainsight wasn’t even born yet 😅. Now in 2023, there are ton of new privacy regulations popping up worldwide - in the US, since most of you fellow contributors are US-based, it involves California’s CCPA becoming the CPRA and Virginia, Connecticut, Colorado and Utah to name those I’m personally aware of. Even third-party 🍪 are dead. Not mentioning the long awaited ‘updates’ to the EU ePrivacy Directive or Regulation (or whatever they’ll end up calling it, but could change a lot about what’s acceptable (or not). I find this day to be a good time for all of us system owners to stop and have a look at how we and our teams live by the Privacy by Design principles* we (should) have embedded into our CS Ops practices.For me it generally spreads two pillars:Governan

2 days ago

lane_hGainsight Employee: MVP

asked in Rules & Permissions

Advance Schedule for rule chains

I have a customer who has a few rules that need to run every two hours. Ideally, they'd like to have them as part of a Rule Chain and only have to schedule the rule chain to run every two hours instead of each rule individually. Is it on the road map to allow Rule Chains to be set to run through an Advanced Schedule? I can also see a use case where I have a set of rules that only needs to run on the first day of a quarter which would also require an advanced schedule.

2 days ago

veeraRVRRegistered User

asked in Data Management & Integrations

updating fields to set in GTM from dataLayer pushed variables

I'm having an issue with updating values in the "Fields to Set" section of Google Tag Manager for event parameters in GA4.I'm using GTM to send data to GA4, I have a configuration tag in GTM where I'm using the "Fields to Set" section to assign global values to event parameters. These values are pushed to dataLayer and updated at which point an even triggers to have the config tag reload the values.I can confirm that the dataLayer is being updated correctly, When the values are updated in the dataLayer, I trigger the configuration tag to fire, which I can see in the GTM debug mode this seems to be working just fine.However, even though the GTM debug mode shows the correct updated values in the fired tag, all of my events still shows the initial values for the event parameters.I've tried to troubleshoot the issue but haven't found a solution yet, there isn't much information that I could find relating to fields to set online.I'm wondering why the updated values in the "Fields to Set" se

3 days ago

mmarquesVeteran Rookie

asked in Gainsight PX

AshtonVeteran Rookie

asked in Gainsight PX

Product Mapping - Identify features with 0 usage

Once we have setup our product map (100s of pages and features) we had done spot checks to identify that things are working as expected while we were mapping. However, after some time we have come back to now report on the usage. We have identified that some of our feature rules must be configured incorrectly as some features have 0 usage logged against them. I am trying to find the best way to identify all of the features in our product map that have 0 usage. So far the only idea I have is to use the feature adoption report and traverse the 100’s of paths. Example after traversing down this path (see image) I see that the Permissions and Approval Criteria modules are empty of usage. Those would be paths that I need to investigate to find the feature that has 0 usage.This example has the limitation that there could be other 0s in the other paths (which there are). So I am looking for a way to see all the “features” (lowest level leaves on these module/feature branches) and their usage

5 days ago

jniesGainsight Employee: Shoshin

posted in Gainsight PX

How to avoid engagement fatigue 101

Let’s be honest, no one likes constant pop-ups when they login to a web application. We’ve all had an experience when you are trying to get work done and all of a sudden you experience pop-up after pop-up. I think it is safe to say, this can severely impact user sentiment. Do you have important information that you want to display to your users but don’t want to run the risk of engagement fatigue? Don’t worry, we have a solution for that! The engagement throttling setting controls how often the engagement is displayed to the qualified users in your application. To configure the throttling settings:Navigate to Administration > Throttling. Turn ON the toggle switch in At least and At most sections. Set the time and number of engagements to be shown parameters. Click Save. Now you may ask, “Julia, we have a lot of engagements that we want to display to our users. How can we use throttling but still make sure users can access our engagements?” Great question! Our recommendation would

5 days ago

leanneMVP

asked in Timeline

Including Contacts in sync from Timeline activity to SF Task?

I'm working on configuring the sync from Calls logged in the Timeline to tasks in SF, and I can't find a way to include the External Attendees -> Contact in the sync.  Is is this on the roadmap?   Since there's no reporting on the Timeline yet, the ability to log a call there is pretty useless without the ability to sync back WHO the call included.   

5 days ago

kathleenkenny23Gainsight Employee: Rookie

posted in Gainsight PX

DELTEK FTW!!!! Product + CS "We need to be a We"

Are you needing to get the point across that CS and Product Teams Need to work together? Say no more as @btushaus with Deltek in this AMAAAAAAAAAAAZING Parody video (featuring the amazing stylings of T Swift) - YAY DELTEK!!CS+PM = “We” 😍😍

5 days ago

giocolasRegistered User

asked in Gainsight PX

How to call identify via API?

Hi everyone, I follow instructions integrating javascript directly into my html pages, and after code modification by adding declaration and call identify everything works fine.But if I want to call identify passing user & account infos via API, how do I do this?… I didn't find an endpoint corresponding to call via API same identify function available in javascript sdk! Only get method to read previous identifies ...Thanks.

7 days ago

Sai TangiralaGainsight Employee: Shoshin

posted in 360 Company & Relationships

Partial success on load to people due to "Duplicate Record"

Customers feel that the process of rule with action type load to people with company association undergoing "partial failures" just because there's a duplicate entry in the Person action (even though that's expected in the cases where they are having the same person associated for two different Companies) is a bit irrelevant.They feel that it would be great if we would create an independent action type that would allow the users to directly update a Company Person records based on GSID (identifiers) without having the dependency on the additional Person component within the same action.

7 days ago

arobertsGainsight Employee: Rookie

posted in Gainsight PX

Looking to hire a PX Admin? Use this job description to help

Looking to hire a Gainsight PX Admin to support your Product Led Growth/ Digital Success initiatives? Here is a job description for inspiration! This provides an overview of responsibilities, requirements, and desired skills for that role. It emphasizes not only platform administration and program management but also an expertise in building engagements and digital materials. Do you have another example or ideas on what we should add? Let me know in the comments 👇----- Job DescriptionAs a PX Admin you will be responsible for the administration, configuration, and maintenance of the Gainsight PX platform, a product analytics and user engagement tool. Your primary goal will be to optimize the usage of Gainsight PX to help drive data-driven decision-making and enhance the user experience. This role is a critical resource to help us envision, launch, measure, and continuously improve our 1:Many efforts. You will also work closely with our digital programs team to create engagements tha

7 days ago

jeremy_johnstonTeam Captain

asked in Other CS Features

Generative AI Availability

Regarding this post re: Generative AI Gainsight Debuts Generative AI Customer Success Capabilities at Pulse Conference | Gainsight Software What are the timeframes you expect Generative AI functionality to be avaiable for use in the product? For example, when will the ‘Customer Cheat Sheet’ roll out? We’re a bit unsure as to whether or not Generative AI is already available.Thanks.JJ

7 days ago

jniesGainsight Employee: Shoshin

posted in Gainsight PX

Building Advocates for your brand: Getting Reviews!

Picture this: It's Friday night, and after a tiring week at work, you're craving a well-deserved date night. The question arises: Where should you go? If you're anything like me, you instinctively reach for your phone and start Googling reviews of the best restaurants in your vicinity. Ensuring a fantastic dining experience is paramount, and what better way to do so than by seeking recommendations from fellow diners in your area? Are the considerations for exploring SaaS purchase options truly distinct from deciding where to dine? Well, perhaps there are many differences, particularly when it comes to pricing. Nevertheless, as humans, we have an innate inclination to rely on recommendations from others when making decisions about what to do and where to go. Just as Google and Yelp reviews serve as valuable resources for restaurants, platforms like G2 fulfill a similar role for SaaS organizations. Having spent my formative years in the restaurant industry and now building my career in c

7 days ago

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