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3891 Posts

M
MelanyGainsight Community new member
asked in JO, Email & Notifications

Please enter a unique step name

Hello everyone. Can someone please help me to set up an e-mail? I am trying to add the e-mail template in the Program, I fill out all the required spaces but I get this message: Error Message: Please enter a unique step nameI’d appreciate any insight, help or ideas on this. Thanks. 

3
M
8 days ago
J
justynharvey2021Gainsight Community new member
posted in JO, Email & Notifications

Following/Unfollowing Company Records

Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would b

8
lori_dinardo
Gainsight Rookie
8 days ago
Sruthimalla
Gainsight Employee: Rookie
SruthimallaGainsight Employee: Rookie
posted in Gainsight PX

PX - Theme Of The Month : Surveys

A sizzling January : Recordings of what made it great to the end of this post!“The answers are all out there. We just need to ask the right questions” - Oscar Wilde.We did ask all our past office hour attendees what kind of sessions would be helpful for them. Based on the responses this month, we came up with our new theme - the qualitative aspect of user experience research via “Surveys.”In SaaS, We build products from scratch , validate the product-market fit and then see customers and opportunities coming from different parts of the world. The urge to satisfy every customer is natural but not realistic. Prioritisation plays an important role, and user experience analysis paves the way towards what is essential and good to have in the product. While using the product,  the user’s emotions make them retain or churn in the long term. These emotions have to be captured at each crucial stage of the customer journey, and the business owners should understand the highs and lows of the user

2
Sruthimalla
Gainsight Employee: Rookie
8 days ago
davebrown2242
All Star
davebrown2242All Star
asked in Cockpit & Playbooks

Calendly appointments to create CTAs

Hello GS Admins,Anyone have any luck/success with automating Calendly (or similar booking software) appointments to create CTAs or log to Timeline in Gainsight? Goal is to surface this info somewhere in Gainsight. BlackLine’s Accounting and Finance conference Beyond the Black is coming up in Mid-November and the team is leveraging Calendly — without admin consultation — to book potentially 500+ appointments with CSMs/AMs over the 3 day conference. Any suggestions welcomed on how to get data online using basically email addresses (assuming they are a contact) & date (to set due date or token in comment) for each event. Trying to figure out how to land this plane that is already cruising at 30,000 ft. Happy Thursday & Thanks in advance. PS- Feel like this may become an Idea as well for a very useful integration use case :)

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W
8 days ago
J
Veteran Rookie
johnnyVeteran Rookie
asked in Other CS Features

Is there an extension we can use to view GAINSIGHT fields paths and API names?

Looking for a chrome extension or something with this functionality.

0
J
Veteran Rookie
9 days ago
P
ptaylorGainsight Community new member
asked in JO, Email & Notifications

Automated JO for Quarterly Send

Hoping to find a solution to scheduling a JO to send to a recurring set of particpants quarterly. Current functionality of GS’s JO schedule doesn’t allow scheduling past monthly. 

5
A
Golden Ruler
9 days ago
A
Golden Ruler
andreammeldeGolden Ruler
asked in Reports & Dashboards

Dashboard Draft

As I work through updates and tweaks to Dashboards, it would be great to have a “draft”. Once you hit save, the changes are immediate. We often need time to work on something, fine tune, update the global filters (which are painfully slow often), communicate, then publish. The way we are working through this now is copying a dashboard and updating the naming convention with V1, V2, etc.    It would be nicer to be able to work in a draft state and then publish, that way we aren’t have to go through the duplication process for simply switching out a report or two.This also helps keep our dashboard list clean and minimal (no long list of versions).

2
A
Golden Ruler
9 days ago
amadeo
Gainsight Rookie
amadeoGainsight Rookie
asked in Gainsight PX

Why doesn't the KC bot search result page display relevance of returned results (omits description and highlighted query matches)?

When the KC bot is configured to use Search in unified tab, it should show the returned record description the same way Google does in a browser search by highlighting query matches in the title and description. The Gainsight PX documentation shows as much when Search is in it’s separate tab:  But if Search is in a unified tab then the query matches are not highlighted in the description for linked articles. A description is not visible if the return is from a Google integration. We integrated our Flair help documents using the Google integration service. The screenshot below is how the results show (notice the lack of relevance): We have other search queries that look more confusing and not at all insightful when the query string doesn't show in any of the results: Same search query in Google search: The search results page in KC bot needs to show a description and highlight the query string when it is found in the description. Without this we can not show the user why the results are

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C
Shoshin
9 days ago
J
Veteran Rookie
johnnyVeteran Rookie
asked in Surveys & NPS

When making reports on the AO Emails object, we can't see the account name associated with the contact

The AO Emails being a Standard object, is not configurable to include a lookup field to the Account object. These are the only two lookup fields present on that object.  How can we achieve the desired result to show the contact name, side by side with the account name?

1
bradleymcg
Golden Ruler
12 days ago
P
ptaylorGainsight Community new member
asked in JO, Email & Notifications

Drill down on Filter reports in Journey Orchestrator.

Hoping to get some insight on filtering a report in JO. This program is going out to a specific set of internal contacts. A filter needs to be applied to the reports for a particular date however the filters in JO only applies to fields in the particpants source. 

0
P
12 days ago
A
amanda.caldwellGainsight Community new member
asked in 360 Company & Relationships

Display company-level contacts at the R360

Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?

0
A
12 days ago
Chandan Devanga
Gainsight Employee: Shoshin
Chandan DevangaGainsight Employee: Shoshin
posted in Reports & Dashboards

Incorrect formula properties in summary line on Row enabling in Reports.

Incorrect formula properties in summary line on Row enabling in Reports. as shown in picture 2.Picture 1:The Field Email Open Rate is calculating using formula EMAILOPENCOUNT/EMAILSENDCOUNT.Picture 2:On row enabling on Company Name the summary line highlighted in bold font as shown in below picture. By default date and string fields are counting up where as numeric fields are summing up.In this case, if we are using any formula fields on numeric datatype the same formula properties are not considering for summary line. Which is giving misinterpretation as Email Open Rate for total Company resulting to incorrect value 360.89% but it should be 28.28%.Please consider this enhancement/fixing the error below on consider the same formula properties for summary line numeric fields on row grouping. 

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Chandan Devanga
Gainsight Employee: Shoshin
12 days ago
F
Shoshin
FernandaShoshin
asked in Gainsight PX

Filters in the integration with PX and Slack

It would be ideal to be able to filter the answers of our survey in the integration that exists with PX and Slack, through which we receive notifications every time someone responds to our survey.  For example in Slack we would like to be able to filter only the "Detractors" who are "Admin" users. For now we can only select to receive all responses, but there is no option to filter and this would be ideal in order to take more immediate actions depending on the user type who is answering.  In our specific case we would like to receive notifications when they are Admin users since they are the people who have more access to our tool.  

0
F
Shoshin
12 days ago
J
Veteran Rookie
johnnyVeteran Rookie
asked in Gainsight PX

Where does the Load to Customers write data in GAINSIGHT sfdc version?

Hello, I am unable to find an object called Customers in Gainsight I found this piece of documentation which states: 

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Sashank Goparaju
Gainsight Employee: Shoshin
12 days ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
asked in Other CS Features

Can we set a 'default' timeline entry type at the user level when logging activities from calendar integration?

Hey Team, Working with a customer and we find It would be highly beneficial to allow a user to set their 'default' timeline entry type when creating an entry from the calendar integration. Would this be a possible enhancement?

0
michael_sweeney
Veteran Rookie
13 days ago
jpgamboa
jpgamboaGainsight Community new member
asked in Reports & Dashboards

Recommended Email Object to Replicate Journey Analytics

Hi there!  Due to the limitation of not being able to export the reports in Journey Analytics as a CSV (only an image), I’m trying to replicate the dashboard in Report Builder but for the life of me I’m not able to replicate the results from Journey Analytics in a report. Part of it appears to be that we cannot create Formula Fields. For example, I have I’m trying to display Send, Opens and Clicks for JO Programs in a single report. I’m using the following:  Email Log V2 → Show Me:Count of Sent Count of Number of Opens Count Distinct of Link ClickedGroup by → Source Name.  From what I can discern, the primary issues I have are that Opens and Clicks are numeral values for the number of times in which either action was completed by a recipient (ie, opened an email five times, clicked the link twice). It looks like that I can create a Formula Field for each one of these sets to get the value I need if I show by email id or Yes/No Opened, but I’d have to create three individual reports for

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sarahmiracle
All Star
14 days ago
harshibanka
Gainsight Employee: Veteran Rookie
harshibankaGainsight Employee: Veteran Rookie
posted in Gainsight PX

Tip on: Rolling our Sequenced Guide Nurturing Program based on the In-App CTAs/ Buttons

Hello PX Tribe!   I want to share a topic that has been frequently coming up from our customers  and which I think could be useful to this group - How to trigger sequential in-app guides from In-App CTAs/ Button clicks.   As most of us know, today PX allows us to trigger In-App guides based on "views/ completions" of other guides; however, there is no In-App Audience Rule to trigger based on unique CTA clicks on the In-App Guide.     But.... we can still do this     See below solutions for various scenarios: These can be used for various use cases like Customer Onboarding or Feature Activation or guiding the customer through the Adoption Journey/ Prescriptive Value Path.    Scenario 1 - Based on CTA/ Button Clicks on In-App Guide # 1, trigger sequential guides one after another (Using Query Parameter)     Start with an In-App Dialogue with a CTA/ Button Make the buttons <a href=“https://app.aptrinsic.com/dashboard?launchGuideName=welcome” />. In www the are a couple of

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JPKelliher
Veteran Rookie
15 days ago
JPKelliher
Veteran Rookie
JPKelliherVeteran Rookie
asked in Timeline

Use CTA as rule in engagement audience

Does anyone have any idea if it is possible to use a CTA button as a rule for the audience logic? Here is our use case. We have a dialog where we want users to register for a demo by clicking on a CTA button. Once the user clicks the CTA to register for the demo, we would like to prevent the dialog from launching again in the future. 

0
JPKelliher
Veteran Rookie
15 days ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
asked in Reports & Dashboards

Expanded Legend in Pie Chart Visualizations

Hey Team, Speaking with a customer today and we would like the ability to see the entire legend when exporting a pie chart report. On the dashboard you can scroll through but when you export you can not see additional fields.   

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michael_sweeney
Veteran Rookie
16 days ago
L
LisaSGainsight Community new member
asked in Gainsight PX

Export ALL engagement performance data and discrepancies in views

I have an in-app engagement that has completed after a two-week run, and I have four questions to which I cannot find answers in Gainsight’s documentation or community forum.Question #1: I want to export ALL of the data (over 854,000 rows) to CSV so that I can run analytics on it in Excel. However, when I download the data, I get only 10,000 rows. This appears to be an intended restriction, but it renders the export feature useless, so I have to wonder, am I doing something wrong? (See the first screenshot below.)Question #2: The number of rows shown in Gainsight has been increasing in tiny increments today, even though the engagement is completed. This morning it was 854,147 rows. Then after I visited another area of Gainsight and returned, it increased by one to 854,148. Now it’s up to 854,149. (See the second screenshot.) Why is it doing this?Question #3: When I look at the list of engagements for the same environment and date range, which shows the lifetime views, views, unique vie

0
L
16 days ago
Sruthimalla
Gainsight Employee: Rookie
SruthimallaGainsight Employee: Rookie
published in Gainsight PX

PX - Theme of the month : INSIGHTS ALL AROUND WITH QUERY BUILDERPX theme of the month

Dashboards, Dashboards and more dashboards …. we still can’t get enough of our exclusive dashboard sessions from the PX subject matter experts last month. Recordings of the same are available to the end of this post.  Well…….. An expert knows all the answers - if you ask the right questions. Language is a key to ask the questions the right way. And when you are seeking answers from a machine whose memory is your users usage data , you should be more careful about the syntax and that’s where DB query languages started to become so popular these days.  But , being from a non-technical background - is there a way you still query the data for more insights but not getting too technical into the query languages?  May be not if you are using a product other than PX. But, with PX and it’s super simple “Query builder” can do the magic for you. It is so simple that you never bother to learn any querying language for deeper insights.  Your users' data should be able to drive your product growth,

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Sruthimalla
Gainsight Employee: Rookie
16 days ago
A
Gainsight Employee: Shoshin
achamariaGainsight Employee: Shoshin
asked in Other CS Features

Success Plan template

There isn’t any option for archiving the Success plan templates. In NXT as as workaround we can mark them as inactive, that would make them not show up in the available Template list but there isn’t  any option to mark the templates inactive in SF version of Gainsight.It would be great to have an option of archiving Success Plan templates or atleast making them inactive in the SF version of Gainsight.

1
anirbandutta
16 days ago
D
dhsuGainsight Community new member
asked in Gainsight PX

Setting user preference using javascript SDK

Hello, is there a way to config the user preference using the javascript sdk (ie. aptrinsic(…) ) instead of the rest api (https://support.gainsight.com/PX/Instrument_Your_Product/User_Preferences_for_Tracking_and_Engagement) ? Similar to:aptrinsic('config', 'enableTag', false)but instead of opt-out everything, we want to be able to set individual user preference model, ie. trackUsage=false, productUpdate=true, guidedTours=true.. etc

1
link_black
Gainsight Employee: MVP
20 days ago
A
auppalGainsight Community new member
asked in JO, Email & Notifications

How can i remove participants from active JO that have "drop" status

As I understand, i am able to remove the participants from active JO by Knocking off “active”, “review” or “new” participants. However, i could not find a way to remove the participants with “Drop” status , which are dropped due to bounced email status or may be unsubscribed, so these are not included again and again as participants, in the scheduled JO. In addition i would also like to REMOVE the failed participants from this JO also. My JO is recurring JO, and fetches new participants every day and in the Participant activity area, i see these “Failed Participants” everyday and would like to knock these off.

2
C
Gainsight Rookie
20 days ago
andr_raposo
Gainsight Rookie
andr_raposoGainsight Rookie
asked in Reports & Dashboards

Colors in tabular report

Hi community,Need some help double checking something.I was wondering if there’s any way of having colors or some type of visual in reports that are not based on the Scorecard?Here’s two examples for fields from SFDC that I’m not able to show correctly in Gainsight reports Both show up just broken in Gainsight. I know I can have auxiliary fields that for example instead of showing the color green are just named “Green” but it loses its purpose. I’m almost sure that this is not possible outside of scorecard-based reports but is there a super cool trick I’m not thinking off? Thanks in advance! 

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Azad
Gainsight Employee: Rookie
20 days ago

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