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Virtual Customer Advisory Meeting - AI capabilities in PX

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PX theme of the month

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

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PX - Theme of the month - "DASHBOARDS"

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406 Posts

Sruthimalla
Gainsight Employee: Rookie
SruthimallaGainsight Employee: Rookie
published in Gainsight PX

Theme of the month : RetentionBlog

Recordings of “Advanced Analytics and Insights using Query builder” are to the end of this post! A day in SaaS company will not conclude without listening to the term “Retention” . It’s like you work day and night to build features that retain, communications that retain, and support that retains.  Every team in the organisation works for the same goal: Retention. No wonder why retention has got all that attention!  According to Bain and Co., a 5% increase in customer retention can increase a company's profitability by 75% So why lose when you can just retain?? Well, that’s not as easy as it seems. We need to know the features that retain; We need to know that nurturing engagements that retain. We need to understand what features the well-retaining cohort is using to make sure we guide all other users toward similar journeys.  This month, we will cover all that for your in powered packed hands-on sessions with our subject matter experts at PX.  So please pay close attention and enroll

1300
Sruthimalla
Gainsight Employee: Rookie
27 days ago
Sania Ahmed
Gainsight Employee: Shoshin
Sania AhmedGainsight Employee: Shoshin
posted in Gainsight PX

📢 List of Articles from PX May 2022 Release

The PX Release Notes May 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.  As part of this release, we have updated multiple documents. A few important articles are listed below. List of Articles Analytics  Accounts and Audience Explorer Query Builder Funnels Dashboards Configure PX Dashboards Engagements Use Multi Question Survey Overview of Survey Engagements Anatomy of engagements Audience Selection (Engagements) Knowledge Center Bot Knowledge Center Bot Mobile Gainsight PX Hybrid Mobile SDK Product Mapper Instrument Your Product Using Product Mapper   ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka 

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Sania Ahmed
Gainsight Employee: Shoshin
1 month ago
Cornelia
CorneliaProdOps
published in Gainsight PX

Virtual Customer Advisory Meeting - AI capabilities in PX

Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? We are working on a new feature in PX that leverages AI to unearth key adoption patterns that lead to the successful long-term adoption of products. We want to get your thoughts on the use case, and the most effective way to deliver these insights What is the Agenda of the VCAM?  We are working on a new feature that leverages AI to uncover what key adoption patterns lead to long-term adoption among customers. Get validation on the use-case Understand what kind of insights are most useful Get inputs on a most effective way to deliver these insights What is the outcome of this VCAM?Validate use-case Understand a few customer implementations of PX Get insights into the expected nature and delivery of insightsWho is the right person to Enroll?Product Leaders who want to leverage PX to drive adoption Product managers who are interested in this us

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Cornelia
1 month ago
JayS
Veteran Rookie
JaySVeteran Rookie
asked in Gainsight PX

Insert default if PX token is blank/null? (e.g. {{user.FirstName}})

If I use the token for user first name {{user.FirstName}} in an engagement or email, what happens if the field is blank/null? Can I insert a default if it is? If my first name is populated, the email would show “Dear Jay,”If my first name is blank/null, the email would show “Dear Valued Customer,” Also, is there any way to insert a default if the data is bad/incorrect? For example, some of the first name fields I’m seeing have “FirstName”, “??”, etc.

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S
Gainsight Employee: Rookie
5 days ago
S
slevin37Registered User
asked in Gainsight PX

Multiple events to a feature

Hi All,  Im working through product Mapping and have 3 different product types that share many of the same UI elements and CSS fpr their sites, but are tracked separately. I believe the best course of action to be able to track usage of them is to create separate modules for each, but im having trouble delineating between the three products.  Is it possible to add a UI Text match event AND a UI Element match for different elements in one feature? I.e. “Button Clicked” AND “Badge” = Product 1? Or when you add multiple events to a feature, is it by default “OR” logic? Thanks for any guidance!

0
S
5 days ago
JPKelliher
Team Captain
JPKelliherTeam Captain
asked in Gainsight PX

Updating User Records to clear values to Null

Does anyone know how to enter a null value into a user field using the API?This adds a space to the user record’s firstName field.{"firstName": " ", "lastName": "Smith"}This does not update the field at all.{"firstName": "", "lastName": "Smith"}This too does not update the field at all.{"firstName": null, "lastName": "Smith"} And this makes the first name actually read [null]{"firstName": "null", "lastName": "Smith"} 

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JPKelliher
Team Captain
6 days ago
A
andrew.schadendorffRegistered User
posted in Gainsight PX

Better Accessibility Support on Engagement Image Badges

Hello!Some of our Gainsight PX engagements are triggered by a custom badge that uses an Image URL.Due to the image having no HTML alt attribute, the badge is not recognised appropriately with accessibly devices, such as screen readers.When adding/editing the badge, having the option to input an image description would help in meeting some of our accessibility requirements.Thanks.

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aharkut
7 days ago
dileepnalla
Gainsight Employee: Team Captain
dileepnallaGainsight Employee: Team Captain
asked in Gainsight PX

How to launch Zendesk chat using KC Bot (Gainsight PX) on my web application?

Hello All, Use case: How can I launch Zendesk chat bot on my web based application to interact with our support team without visiting to support website. Advantages:Engaging the users to stay with in the web application while submitting queries. Customer Satisfaction by preventing users to visit multiple websites. In-app support experience, and many more…Solution:Gainsight PX has a unique feature of integrating the Zendesk Chat bot with in KC Bot. Weblinks feature in KC Bot brings in the capability to invoke JavaScript functions defined in customer applications as links in the Knowledge Center Bot which allows more flexibility. Live Demo: Zendesk chat bot implementation video Screenshot: 

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dileepnalla
Gainsight Employee: Team Captain
14 days ago
ArthurVV
Shoshin
ArthurVVShoshin
asked in Gainsight PX

Is it possible to set a max height for a dialog engagement and add a scrollbar?

I’m exploring using engagements for release notes with dialogs that are opened from the KC bot. If I include rich content like images or videos in these dialogs they can end up extending outside the height of the screen. Is there a way to configure a dialog to have an absolute or relative(e.g. 80%) max height and add a scrollbar if the content is taller than this?

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M
Shoshin
17 days ago
JayS
Veteran Rookie
JaySVeteran Rookie
asked in Gainsight PX

Adding engagement label while creating/editing

I’m not sure if this is a question or an idea. Is there a way to edit/add labels while creating/editing an engagement in PX? The only place I have found so far, is in the engagements list. The image shows where I can find the engagement labels. I think it would make sense to be able to add/edit labels while working on an engagement; in the Editor? Maybe Settings? 

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JayS
Veteran Rookie
21 days ago
M
Shoshin
MelShoshin
asked in Gainsight PX

PX - NPS survey analytics

Can someone confirmIf the number of Views is unique per user or not?What the trend (red %) compares, 1st to last day of the period being viewed?  

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M
Shoshin
25 days ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
published in Gainsight PX

Question of the Week: Can we restrict the Knowledge Bot to specific pages of the application?

Hey Guys this question came up the other day and we decided we should share it here. There is a configuration in the KCB editor that will let you configure what pages you would like to show the Bot Bubble as well as pages you would like to exclude. Hope this clears up any confusion in the future. Thanks, PX Support Team [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190918at5-03-21PM-0565e6b5-bfff-410a-9d2a-ae6b42195ddf-1965976187.png[/img]

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M
Shoshin
25 days ago
L
Shoshin
lpiconeShoshin
asked in Gainsight PX

SDK - Custom DOM - Backfill

We added a custom DOM attribute to Gainsight PX  for click tracking: data-pxI added data-px and data-px* because we were going back and forth on the final value. We settled on data-px but both values have been added to all SDK Settings pages. Do I have the wrong backfill assumption on how adding data-px should work?My assumption: Because we can backfill class and id items (auto-tracked), we would also be able to backfill data-px values In my mind backfill would function the same, permitting the engineers to be moving faster than the product mapper people, but not losing the data-px values because we can backfill to populate as we progress. My questions: After implementing it seems to me that backfill is only available for the 2 default values. Is backfill only available for the default tracked values? Have I caused a conflict by having two similar values configured? Thank you!Leah

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L
Shoshin
27 days ago
S
Saurabh MehtaRegistered User
asked in Gainsight PX

API for publishing Knowledge center articles

Hi Experts,We need to automate the process of publishing “Knowledge Center Articles”. I could find the APIs for START / PAUSE engagements but couldn’t find anything for KC articles.Is there any way to automate the publishing process using API or some other mechanism?Appreciate your inputs. Best regards,Saurabh

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S
28 days ago
C
cterry_cpaglobalRegistered User
asked in Gainsight PX

can a response to a survey question trigger a mandatory question?

We have a required question in a survey that has 5 selectable responses:Very Easy Easy Neither Easy nor Difficult Difficult Very DifficultIf the user selects either “Difficult” or “Very Difficult” we would like to trigger a specific, “required” question that is not visible unless the user selects difficult or very difficult, is this possible? 

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aharkut
1 month ago
S
Gainsight Employee: Shoshin
Syed Mohd RazaGainsight Employee: Shoshin
asked in Gainsight PX

PX Certification

Hi @svictor & @lila_meyerHope you are doing well. Do we have any certification available for PX? Thanks 

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lila_meyer
Gainsight Employee: Grand Slammer
1 month ago
JPKelliher
Team Captain
JPKelliherTeam Captain
asked in Gainsight PX

Localization String Order

Does anyone know how a localization file is ordered? I have used SRT files and XLIFF files in other platforms and the strings tend to be broken up in a pretty logical manner. However, when I export the XLIFF from a dialog, guide, or K-Bot, none of the strings make sense and are broken up and split all over the file. This is really frustrating my translators.  <?xml version="1.0" encoding="UTF-8"?><xliff srcLang="en" trgLang="de" version="2.0" xmlns="urn:oasis:names:tc:xliff:document:2.0" xmlns:mda="urn:oasis:names:tc:xliff:metadata:2.0"> <file id="1"> <mda:metadata> <mda:metaGroup category="gainsight_attributes"> <mda:meta type="engagementId">4da76341-9da8-4173-86c0-1f1a24b8c2fa</mda:meta> </mda:metaGroup> </mda:metadata> <unit id="clearingyourbrowsercachepleasecontactcustomerservice"> <segment> <source>clearing your browser cache, please contact Customer Service. </source> </segment>

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JPKelliher
Team Captain
1 month ago
amadeo
Shoshin
amadeoShoshin
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

9
T
Shoshin
1 month ago
S
Saurabh MehtaRegistered User
asked in Gainsight PX

API for changing engagement configuration

Hi Experts,Are there APIs available for following:Find an engagement by name Change configurations of an engagement. For example - add or remove URLs or Segments.Appreciate your inputs. Best regards,Saurabh 

2
S
1 month ago
lauroxx
lauroxxRegistered User
posted in Gainsight PX

BUG: New user profile environment filter uses wrong environment names

When using the new enhanced user profile, the environment filter for activities uses the default gainsight environment names instead of the environment names assigned within the Administration > Products section. Have already submitted a support ticket but unsure how quickly that reaches devs or if there’s a triage process where the support center must first contact the customer to make sure it isn’t user error.Mainly posting here as well for visibility. If I get updates on the support ticket before this post then I’ll update accordingly.If you know the key for the environment you want to filter for then refer to the table below for the default gainsight environment name (although for our use case it’d be nice if you could select all environments. Might check if someone has put in a feature request for that yet)tag key Environment Name *** Production ***-2 Stage ***-3 QA ***-4 Integration

3
lauroxx
1 month ago
C
Shoshin
carol.hutchinsonShoshin
asked in Gainsight PX

Why can't you change the text colour and text for the Contact Me option on Surveys?

We wanted to use a coloured or dark background colour for our Surveys to help them stand out against white backgrounds in our UI. If we select the Contact Me option from Settings, we can’t change the colour of the text therefore it can’t be seen.We reviewed all the settings and the CSS but have been unable to edit the colour of the text. Is there a way to do this? It would also be useful to be able to amend the text. Depending on the survey type, the wording for this option doesn’t always meet with requirements our Data Protection and Compliance department advise we must display. It’d be great if both these suggestions could be considered as enhancements for all survey types.

0
C
Shoshin
1 month ago
L
Shoshin
lpiconeShoshin
asked in Gainsight PX

Possible to present KB or Guidance from within Microsoft Online Add-in

We have both a MS Word Online and Google Doc plug-in companion with our marquee product suites.Is it possible or has anyone successfully presented In-App guidance in this scenario? I am just learning about this configuration so not entirely sure of the setup, etc.

0
L
Shoshin
1 month 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
1 month 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
1 month 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: 

2
Sashank Goparaju
Gainsight Employee: Shoshin
1 month ago

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