Discuss Product Features

Ask questions and discuss Gainsight Products

4854 Posts

jaredjasso
Shoshin
jaredjassoShoshin
asked in Cockpit & Playbooks

Tool-Tips in CTAs?

I was wondering if there was a way to add tool-tips to drop-down selections in a CTA form? We would like to give our CSMs the ability to hover over selections to get a more decriptive insight to their selections. I hadn’t seen anything, so I wanted to ask the community! Thank you, 

0
jaredjasso
Shoshin
1 month ago
zdsiegert
Veteran Rookie
zdsiegertVeteran Rookie
asked in JO, Email & Notifications

Delay for JO Email Log to Timeline?

This morning (about 2 hours ago), I sent a Simple JO Program email with the ‘Log to Timeline’ box checked.  We are seeing analytics for the program but we have yet to see a Timeline Activity posted….is there a delay to expect for the ‘Log to Timeline’ capability? 

2
matthew_lind
MVP
1 month ago
B
BakouRegistered User
asked in Rules & Permissions

Would it be possible to add a Rich Text field as a filter in a rule ?

We have a field at the format Rich Text. We need to use it as a filter for a Fetch Data action. However, it seems that it isn’t possible to filter from a rich text. We can’t convert that Rich Text information into a string, because we sometimes have more than the limited number of characters authorized for a string (which is 255 if my memory serves me right).Do you have any plan to add rich texts as filters or any workaround ?

4
L
1 month ago
revathimenon
revathimenonGainsight Community Manager
published in JO, Email & Notifications

DCS Scoops w/ Dayn Johnson: JO Tactics to ensure high email deliverability & open rates

Hello all,I came across @dayn.johnson and his work with JO a while ago when I read his hearty introduction on our Beginner Admins in Training group.I knew immediately that Dayn would be a great community friend who could share some practical experiences with us here. First off, let’s meet Dayn!  Let’s plunge into some of Dayn’s personal arsenal of tactics to help achieve high email deliverability & open rates with JO. While both of these are separate, they depend heavily on 3 crucial pillars:Clean data Planning & coordination Continual experimentation & Iteration Ensuring high deliverability:Focus on Bounces -  Work with customer facing teams to tackle email bounces effectively by taking an action when it happens Focus on Unsubscribes -  Avoid spamming recipients. You can do this easily by aligning efforts with your marketing team to ensure you aren’t emailing on top of each other. Offer an opt-out option always, in case they want to.  Ensure you aren’t sending mails on

957
alizee
Golden Ruler
1 month ago
revathimenon
revathimenonGainsight Community Manager
published in JO, Email & Notifications

DCS Scoops w/ Dayn Johnson: Creating compelling email content in JO programs

Hello everyone,You’ve probably already met our community friend @dayn.johnson  when he dished out some fantastic details on JO Tactics to ensure high email deliverability & open rates.Now, he's taking it a step further, sharing his experiences on the art of crafting compelling email content within JO programs.  Collaboration with Project Stakeholders: Harness the wisdom of stakeholders to craft impactful messaging. Get inside their heads, understand their goals, and shape the messaging around their vision. Review, review, review: Step 1: The research outline planning stage. 1 CTA per message is ideal to meet stakeholder’s messaging goals.  Step 2: Post research planning - review it with stakeholders.  Step 3: Create the content and review it for brevity at that point before it goes for a review Step 4: Revise it with stakeholders on a shared doc, before moving it to the template builder Step 5: Build it out on templates once you have their approval Final step: A final review of how

552
dayn.johnson
Veteran Rookie
1 month ago
Wes French
Shoshin
Wes FrenchShoshin
asked in Timeline

Pooled CSM and logging emails to Timeline

Hello folks!We’re implementing a Pooled CSM model for a subset of our low-touch customers and we assumed that using a shared inbox in Outlook was the best approach for the Pooled CSM’s but I just learned that Outlook does not support Gainsight Assist for shared inboxes so I’m curious what other’s are doing? We set it up so that all Pooled customers have the same CSM user Id and the user email is the shared inbox email. Is this the typical approach? Thanks!

0
Wes French
Shoshin
1 month ago
RGrieco
Shoshin
RGriecoShoshin
asked in JO, Email & Notifications

Ability to Sync Salesforce Contact on Recurring Basis in JO Program

I am trying to build a renewal reminder email JO based on data that is mostly located in SFDC - aka. filtering to specific opportunities and contacts that are admins on that same account. I need the participants to continue to sync daily so that it continues to send to the people each day that meet our criteria but, I am struggling to find a way to create a recurring sync with the data being located in SFDC.I can build the logic in query builder and get results I expect but, it appears that I cannot schedule a recurring sync of those participants.When I try to build a Segment it continues to lock up and when I build a Data Designer it seems I am missing required fields for Company ID and Recipient email address even though I have those in my SFDC data. Is there any other workaround or way to achieve this??  What am I missing to get this going?

2
RGrieco
Shoshin
1 month ago
E
eirreknamyarRegistered User
asked in Other CS Features

Sync CTAs with specific Outlook calendar

Can I specify an Outlook calendar to sync with rather than my default calendar being the only option? Thanks!

1
S
Veteran Rookie
1 month ago
JayS
Champion in Training
JaySChampion in Training
asked in Gainsight PX

Are there issues with Gainsight PX and adblockers?

I have some anecdotal evidence that an adblocker could disrupt Gainsight PX performance. Does anyone know anything further? In this example, some users weren’t seeing the KBOT in a solution where it is installed. They had an adblocker installed (uBlock Origin) and when they turned it off, the KBOT appeared for them. When they turned it back on, the KBOT disappeared again.Has anyone else experienced this? Any chance that an adblocker could also be disrupting the experience data Gainsight PX gathers?

2
A
Team Captain
1 month ago
M
marije.petersRegistered User
asked in Data Management & Integrations

Changing the dropdown variant

I’d like to change a dropdown variant from single select to multi-select, however, when trying to change this, I’m getting the error message pop up: Dropdown List DependenciesThis dropdown list category is used in the following objects: Company Person. Could anyone explain what I need to do to go around this? Or does this mean that since the dropdown is in use and contains data it can’t be changed to multi-select? Thanks,  

1
W
Veteran Rookie
1 month ago
hunterjoseph12
Shoshin
hunterjoseph12Shoshin
asked in Rules & Permissions

Getting the most recent data in Data Designer

Hello! I am trying to create a report (through Data Designer) that, depending on the date of the last event (pulled from salesforce object) will give a boolean answer if it was within x months or not! I have most of it all worked out but my problem is, sometimes there are multiple events under the same name - but they happened at different dates and i was just wondering if there is a way within Data Designer to always only pull the most recent incident rather? Help Always Appreciated :) 

6
revathimenon
1 month ago
R
RossDRegistered User
asked in Data Management & Integrations

API work

Hello Everyone,We're on the hunt for a consultant to join our Customer Success Operations team. Our mission? To connect our product with the Gainsight API using user-friendly tools (think Zapier, etc.).Here's the lowdown:- We want to harness feature usage and KPI data to validate outcomes and pull data from our product via our API and post into Gainsight using the API. - This is a 3-month contract.- Our dream candidate is someone who can guide us on tool selection and build, do the API work, coach our team, and handle data transformation.Any recommendations or shared experiences? Thanks in advance! 🚀

1
aaronhatton
Gainsight Employee: Veteran Rookie
1 month ago
D
Daryl PortchRegistered User
asked in Timeline

Customer Journey Map

Hi,We have scoped out our customer journey map milestones and trigger points to celebrate success (moment milestone achieved) vs highlighting when off track. Does any one have any experience in building this into Gainsight directly? We have reviewed the timeline milestone options but it seems like customisation is limited. We have also reviewed the Customer Goals which seems more like what we are after, Just after some insight of how others have done this in the pastAppreciate any insights you can offer.

1
aaronhatton
Gainsight Employee: Veteran Rookie
1 month ago
J
jbaseliceRegistered User
asked in JO, Email & Notifications

Journey Orchestrator triggered by stage change

I have an onboarding journey that is supposed to “launch” upon a CS Stage Change. We are seeing a delay here. Is there a way to make an onboarding journey (email sequence/JO) trigger at a Stage Change? 

4
alizee
Golden Ruler
1 month ago
M
marije.petersRegistered User
asked in JO, Email & Notifications

Field on Company object not showing up in "Create Segment"

I’d like to set up a segment of customer persona’s using one of our specific platforms. However, when I am in the “create segment” process, and want to select Company as the object, then all Company level fields show up, except for the field which determines the customer’s platform. I don’t understand why all fields show up in the list, except for the one I need. 

3
alizee
Golden Ruler
1 month ago
D
drdavisRegistered User
asked in JO, Email & Notifications

Email Template adding an attachment

Hello -  I am working on an email template and would like to add a PDF attachment.  I see it in the template however when sending a test the attachment is not available.  Thank you for your help.  Dawn

1
D
1 month ago
adamrz
Shoshin
adamrzShoshin
asked in Gainsight PX

Capture Screen Resolution of users?

Is it possible to capture the screen resolution that users’ have when using our app? We’re looking to optimize UI and are finding that the resolution we’re optimizing for may not be the one that most users use.

4
B
1 month ago
C
cterry_cpaglobalRegistered User
asked in Timeline

can an internal collaborator bcc to timeline

We have several sales people we would like to give the ability to bcc emails to Timeline without giving them a Gainsight license. They are users in Salesforce and are active “internal collaborators” in Gainsight User Management but they don’t have a full/viewer license. Is it possible to set up bcc to Timeline for these type of users?

3
K
Team Captain
1 month 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?

9
mmarques
All Star
1 month ago
Wes French
Shoshin
Wes FrenchShoshin
asked in 360 Company & Relationships

URL label customization in New C360

In the old C360, I used a string field from the Company object that contains a unique url to to our product for the particular company the CSM was viewing in C360. The unique url contains html code (see below example) at the beginning and end that caused it to display as a hyperlink with a simple and clean label ‘Login’. It worked perfectly. The CSM would simply click ‘Login’ and a new webpage would open and take them directly to the product login page for that particular company.<a href=”unique url example.com” target="_blank" >Login</a> It appears that string fields with url’s are no longer allowed in the new C360 so I had to create a new URL data type field in order to display the login url as an attribute. It’s a very long url so It’s not pretty to display it. I’m curious if there is a way to create a custom label for url’s so I can display ‘Login’ again like I had it before?

6
bytor104
Shoshin
1 month ago
M
Champion
MelissaCChampion
asked in JO, Email & Notifications

Email Template NOT Showing Up In JO Program

I created an email template, but I don’t see it in the drop down menu in JO.  Help😑

2
M
Champion
1 month ago
S
Veteran Rookie
Scotty at CalendlyVeteran Rookie
asked in Surveys & NPS

Has anyone else gotten the "An error occurred, please contact the survey sender" message?

I’m trying to test a new NPS survey, it was a clone of an old one. When I try to preview the survey from an actual send to myself (where I’m an actual participant, not from a preview or a test send) I get this: I feel like there’s a setting that just needs to be flipped. I’ve got the question out to support too, so if they find the problem I’ll be sure to post here.

0
S
Veteran Rookie
1 month ago
john_apple
Golden Ruler
john_appleGolden Ruler
asked in JO, Email & Notifications

Provide CC for Non-Operational emails in Journey Orchestrator Programs

I feel like this suggestion might already be on community but I couldn't find it...currently add CC field to Emails in Programs is only possible if the Email Template is Operational. We would like the ability to add a CC to Non-Operational emails as well from time to time to include an internal reciptient.

7
R
Veteran Rookie
1 month ago
T
TaliaRegistered User
asked in JO, Email & Notifications

Journey Orchestrator

Hello!Is there a way to see which customers have not opened an email within Journey Orchestrator?Thanks,Talia 

2
dayn.johnson
Veteran Rookie
1 month ago
F
Shoshin
fatima_sarahShoshin
asked in JO, Email & Notifications

Journey Orchestrator - Sending email by batch

Looking for recommendation on how to go about this: Let’s say we have 6,000 email chain program participants sourced through query builder (2 objects merged)We aim to divide them into six groups over six months, sending 1,000 emails each month (potentially dividing participants based on MRR)We also require conditional wait for each email: if a link isn't clicked within 3 days, we'll send a reminder.We know how to set up the conditional wait for one group but need guidance on segmenting participants and managing the batch distribution. Can this be done in just 1 program?

6
W
Veteran Rookie
1 month ago

Register for Pulse Europe 2023

Terms & ConditionsCookie settings