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Work Smarter Not Harder with Intelligent Automation (Day in the Life Of a CSM webinar recap)

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xiaoyu-shenTeam Captain

Creating content

Visual Guide v2.0Product Design

Our Visual Guide v2.0 is here! The use of nice visuals and images is an important part of creating an attractive community. To help you to choose or create suitable images for your community, we have updated our visual guidelines for you. Below you can find explanations of the most prominent images and their dimensions used in our platform.Tip: Click on the images to see the enlarged version. Homepage Hero Image Example: https://community.insided.com/ Parent Category Hero Image Example: https://community.insided.com/platform-36 Category Thumbnail (Homepage) Example: https://community.insided.com/ Quick Links (Homepage) Example: https://community.insided.com/ Knowledge base (Homepage) Example: https://community.insided.com/ Featured Topics (activated optionally on top of Category- or Homepage) Example: https://community.insided.com/news-platform-updates-16 Badge Example: https://community.insided.com/Recommended size (Retina-ready): 90*90 px

Auto Unfollow Notification SettingsOpen

Love the auto-subscription feature based on role assignment on Company and/or Relationship records as detailed here: https://support.gainsight.com/Gainsight_NXT/Notifications/Admin_Guides/Admin_Notification_Settings#Configuring_Auto-Subscription_for_Notifications However, when someone is unassigned from, say, the CSM user lookup on a Company, they are not automatically unfollowed from the Company. That’s not fun. Let’s fix that please. Collating requirements from @Elana Cipin’s idea before merging the two:(1) Have ability to report on what Companies you are following (I understand this might be available in SFDC, but not NXT).(2) Have ability as an admin to Mass unfollow

jevaalerRegistered User

Customer Communities (CC)

Gainsight and Confluence Integration

Hello,We are working on a customer community platform using Gainsight and we have run into a bit of a tech issue. Our company has an existing knowledge base on Confluence that we were hoping to integrate with the Gainsight platform, so people can search our Confluence Knowledge Base directly from the customer community we’re using Gainsight to build.I’ve been told that there should be an out of the box connector for us to merge/connect the two, but I’ve been unable to find it, or any documentation for it.How can we connect out Confluence Knowledge Base with Gainsight? If that’s even possible?

anushatShoshin

Time delay in engagementsNew Idea

Would really be helpful if there is a time delay option for an engagement to launch. I have seen some other customers request these 3 years back.

Sai Kumar PadalaGainsight Employee: Shoshin

Exclude content in localizationNew Idea

In the PX localization of articles, Some parts of the original text should not be included in the translation. When using a contextual file. If we leave the <target> empty, it keeps the formatting (bullet points, spaces) which also should be excluded.I’ve tried to achieve this using translate=”no” and also mrk tag but it is not working as expected. Can we please enhance the localization part to exclude content along with the formatting?

EvaVeteran Rookie

Customer Communities (CC)

What is the Module and Key for phrase: By replying to a group topic, you will become a group member automatically. ?

Hello! I just discovered with my test user (registered user role) in my productive community, that there’s a (new?) phrase: By replying to a group topic, you will become a group member automatically. This phrase is not displayed for my admin user when user is not part of group:So, I gave my test user the admin role, but phrase is not editable (Edge, Chrome, Firefox):I also cannot find it in the Phrases in Control.→ What is the Module and Key for this phrase? Can someone kindly share this?Thanks!

revoteGolden Ruler

Customer Communities (CC)

Phrase: error.400.title

I got this error after I tested to set username for my test user and it probably took too long (etc). I cant find this error message from phrases, so how to edit this?

DannyPancratzGrand Slammer

Customer Communities (CC)

How does the Introductions Widget work?

If a user closes it, will they never see it again? What if that widget is removed and a new introductions widget is added? I’d love some documentation on this widget, but can’t really find it.

ekennedyRegistered User

All About Pulse

Crafting Success: The Art of Creating Strategic Customer Success Plans & Verified Outcomes

I am so excited to be speaking at Pulse this year alongside Nicole Belanger, a Customer Success Manager at Gainsight! Nicole and I will be speaking on the topic of Success Plans and how you can use them to drive towards customer verified outcomes! Come join us in our session Putting Customers First: Success Planning and Verified Outcomes, on May 15th at 11:15am CT to discuss the Value Realization Program, getting started with success planning and best practices around verifying outcomes. If you’re new to using Success Plans or want to get better at managing them with your customers to help drive value, this is the session for you! Can’t wait to see you in St. Louis!! -Erica

trevor_shandShoshin

Can a CTA Due Date be set to a specific date?New Idea

Is it possible to set a CTA Due Date to a specific date? For instance, if we want to invite a customer to a conference, we’d like to have tasks done on X, Y, and dates. But since we don’t know when we will identify the customer, we can’t simply say do these tasks X days from now. Instead we’d like to say do this task on this date, no matter then the CTA was fired.

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jevaalerRegistered User

Customer Communities (CC)

Gainsight and Confluence Integration

Hello,We are working on a customer community platform using Gainsight and we have run into a bit of a tech issue. Our company has an existing knowledge base on Confluence that we were hoping to integrate with the Gainsight platform, so people can search our Confluence Knowledge Base directly from the customer community we’re using Gainsight to build.I’ve been told that there should be an out of the box connector for us to merge/connect the two, but I’ve been unable to find it, or any documentation for it.How can we connect out Confluence Knowledge Base with Gainsight? If that’s even possible?

DannyPancratzGrand Slammer

Customer Communities (CC)

How does the Introductions Widget work?

If a user closes it, will they never see it again? What if that widget is removed and a new introductions widget is added? I’d love some documentation on this widget, but can’t really find it.

John TShoshin

Product Experience (PX)

Identifying When User Have Completed (clicked) Two or More Features

My Product Managers would like to know when Users have completed a series of tasks/steps e.g., clicked two or more mapped features.These Features are “connected” by the logical AND statement.For example, how can I get a count of Users that clicked (Feature A) AND (Feature B) AND (Feature C)? The Funnel report accomplishes this and I’ve considered it.But, the Funnel report doesn’t present its results in a line graph format, per day, per week, etc.I was hoping to create a line graph that showed ONLY the count of Users that completed the specified Features (steps). I know I can enter multiple Rules under a single Feature.I also know I can enter multiple Features under a Module.However, the Rules under a Function are logically evaluated using BOOLEAN “OR” logic.Similarly, Functions under a Modules are logically evaluated using BOOLEAN “OR” logic.For example,Suppose we have a Feature that has two Rules, Rule 1 and Rule 2.If Rule 1 is TRUE, then the Feature is TRUE (counted),-OR-If Rule 2 is

BevyProductRegistered User

Product Experience (PX)

Ability to change order of guide buttons

Hi everyoneI’m using the descriptive tooltip default template for a guide walk through. In the image you can see that I’ve enabled the Next (start) button and the Skip button. Ideally I would like to flipflop the two buttons so the Next button is on the right side. I’m unable to figure out how you could customize this. Has anyone dealt with this need before? Thanks!

VarshaAhirShoshin

Customer Communities (CC)

Email Campaign bugging out

I am trying to set a one off email campaign but it keeps bugging out on me. I tried logging out and logging back in but still the same. Any one else facing this issue today?

tfrissRegistered User

Customer Success (CS)

Gainsight CS/CC Integration without Reliance on Contact Records

The current CS/CC integration only works if there is a contact record in CS that matches the contact record in CC (matched based on email address). We do not store all of our user contacts in Gainsight CS, which makes it difficult to get value from the integration. Some ideas that may help us get value from this are:Auto-generate contacts from CC in CS Associated contacts to Companies in CS based on the email address domainAND/ORAuto-generate ‘Community Contacts’ as a new object in CS that can be used for custom reporting in Gainsight. Given the flexibility of Gainsight, this would allow us to build custom reports and/or associate contact to accounts with our own custom criteria using rules engine. It would also avoid any issues with contact management, since they will be stored in a separate object. This would help reduce our reliance on Data Intelligence and Engineering teams to build our data/reporting infrastructure. It would also allow us to incorporate community engagement and ad

robert.svallinRegistered User

Product Experience (PX)

Query Builder, hourly

In Query Builder I can filter by monthly, weekly or daily. We want to understand when our customers are active during the day. Is it possible to somehow track a feature or custom event on an hourly basis?

Lena H.Veteran Rookie

Customer Communities (CC)

Is there a workaround to move comments out of a product Update?

Hi,We currently have one topic in our community which we would like to escalate to the next level so it reaches our Product Team. Members are commenting EVERYWHERE the theme pops up. In order to keep an overview and being able to work on the feedback, we have clustered the different aspects the comments are mostly focusing on. We have channeled the feedback in 4 Main Threads and will merge them into ideas so that our Product Teams can work with it in Ideation.Challenge: We have a few comments on several aspects in a Product Update which we would like to add to those 4 main Threads, depending on the topic. Is there some way to do this? I am aware that this isn’t possible directly, I already voted for @DannyPancratz idea: Best,Lena

writer-samRegistered User

Product Experience (PX)

Any way to have a custom button have more than 1 action types?

Hi there,I’m using the v2 editor. I’d like to update a custom attribute when the Exit button is selected. Is there any way of doing this?Context:I need a way of differentiating between customers who have selected a custom button and those that have just selected the Exit button. Both are coming up as COMPLETED in the analytics. We would like to show a different engagement to users who have only selected Exit. The only way I can see of doing this is to use custom attributes and have the value in the 2nd engagement’s audience logic.TIA.PS. I can’t edit the question heading but would be interested to have solutions to that too as an alternative.

lpiconeVeteran Rookie

Product Experience (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

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