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4768 Posts

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.

3
S
Shoshin
24 minutes ago
Jef Vanlaer
All Star
Jef VanlaerAll Star
asked in Gainsight PX

Open an engagement immediately after another one is finished or closed

We want to show 2 engagements immediately after each other. So when the user finishes or closes one, the next one should directly pop up. We have added Engagement 1 is viewed more than 0 times to the audience of the second engagement, but that only shows up after the user has clicked somewhere, meaning they could move to a different screen, which we don't want. How can we solve this?

3
link_black
Gainsight Employee: MVP
1 hour ago
F
Shoshin
fatima_sarahShoshin
asked in Timeline

Looking for best practices: Logging potential churn to Timeline

Looking for suggestions on the best way to log like a milestone or email (or anything else) on a company timeline for companies that raised a termination/downgrade request. The requests are coming from Salesforce cases and we want to have an activity log on company timelines automatically when this happens, without notifying the external customer and possibly without creating a CTA.

4
matthew_lind
All Star
14 hours 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

4
kathleenkenny23
18 hours ago
Sruthimalla
SruthimallaGainsight Community Manager
published in Gainsight PX

PX Design Engagements 101 : Release Guide with toggle cardsBlog

 Design is not just what it looks like or feels like. Design is how it works!!✨Absolutely! Gainsight PX has made significant advancements recently, thanks to the incredible analytic add-ons and improvements in the new editor. Remember the dialogue we had during our last release announcement? Well, you'll be glad to know that we have achieved that level of engagement using our own editor.Our engagement editor goes beyond just cells and elements. It's like a canvas where you can create your own masterpiece. The real trick lies in customizing things according to your preferences by leveraging custom coding. It may sound a bit tricky, but it's never impossible. We are here to provide you with all the necessary information so that, for your next release, you won't have to worry about effectively communicating your release communications in a single slider with multiple steps.We also completely understand the impact that drop-offs can have on your engagement, and we're here to assist you in

2104
aroberts
Gainsight Employee: Veteran Rookie
23 hours ago
N
nburkeRegistered User
asked in 360 Company & Relationships

Can we associate a person in C360 to the R360 with ease?

We have many C360 people who are are also people that should be shown in the R360.  It seems the only way to get a person from one to the other is to manually add them.  It would be nice if there was a way to go to the C360 and “associate” the user with more than one product that is in the R360.  We use Gainsight Assist for Gmail and it’s nice to send an email and have that app ask which account you want the timeline attached to-but it only triggers that notification if you have the people in the email associated with the R360 products.  Therefore, I would like to associate my people from C360 to R360 to have that Gainsight Assist functionality work consistenly.

0
N
1 day ago
aroberts
Gainsight Employee: Veteran Rookie
arobertsGainsight Employee: Veteran Rookie
posted in Gainsight PX

What's in a [Feature] name? - Product Mapper Best Practice

Hey there, fellow mapper of product features!  Let's dive into the wonderful world of product mapper naming conventions without overthinking it. @link_black and I have your back! Here are some tips to keep things easy and straightforward: To Start: Name Modules and Features based on how they are talked about and referred to with customers  in the product and documentation so even non-technical people understand what they are and what they mean. (e.g. Analytics section becomes “Analytics” module, Scheduling sections becomes “Scheduling” module, Running a report becomes “Run Report”, Adding a new contact becomes “Add Contact” etc.)Then: Use Feature name suffixes to further indicate what the user really did in the application. Examples: “Dashboard View” or “Dashboard PV” == loading the Dashboard page “Run Report Button Click” or “Run Report BC” == clicking the Run Report Button “Submit Job Custom Event” or “Submit Job Event” == custom event linked to a Feature “Filter Dropdown Selected

0
aroberts
Gainsight Employee: Veteran Rookie
1 day ago
B
bryanpaulRegistered User
asked in Gainsight PX

Why is code view/editor not available in every engagement type?

We always customize our engagements to the extreme.  We are trying to create a multi-step survey engagement but are frustrated that there isn't a code-view or edit like on traditional sliders and dialogue engagements.  Namely, we want to add to the submit button or change the layout of the survey questions.   Is there a reason why this doesn’t exist?  Is there a way to enable it?

7
bostonjillian
Shoshin
1 day ago
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.

7
matthew_lind
All Star
1 day ago
L
Veteran Rookie
lpiconeVeteran Rookie
asked in Gainsight PX

KCBot localization with different URL destinations

Has anyone solved for this scenario?Product site and help articles are localized in 20+ languages.I really don’t want to manage 20+ KC Bots just to point users to localized content, has anyone solved for auto-redirecting where you are dynamically updating the host/base url.How are people using the functionality below?https://support.gainsight.com/PX/Release_Notes/2021_Release_Notes/2_PX_Release_Notes_November_2021#Link_External_Resources_with_Javascript_Function_Call

1
L
Veteran Rookie
1 day ago
mmarques
All Star
mmarquesAll Star
asked in Gainsight PX

How long before a user sees an engagement again after snoozing?

I am testing hour the Snooze button for our “What’s new” announcement slider engagements.These engagements are set to show only once to every user on a specific URL. For testing, I am showing only to users in my test account.I launched my test engagement, then went to the URL where the slider should show. The engagement slider appeared automatically. I clicked “Show me later” (snooze button), and the engagement went away.However, when I navigate to other areas of the application and come back to the URL that should launch the announcement, the slider does not open automatically.How long is the Snooze for? I realize that it would be annoying to users to see the announcement again too soon. However, I don’t see a place where the time is set on Snooze. I’m happy for it not to show up immediately, but would like to understand the timing interval.

5
mmarques
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? 

4
M
Shoshin
2 days 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
5 days 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
5 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
5 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
5 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
5 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
5 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
6 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
6 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
6 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
6 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
6 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
7 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
7 days ago

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