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Ready to fire up the stage at Pulse US 2024? Drop Your Session Teaser! 📣"

5 days ago

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amanda_neilRegistered User

Customer Success (CS)

Email to TImeline Missing External Contacts

If I have an email that is posted to the Global Timeline (customer missing, not associated) and I then associate a customer to the timeline, my external recipients go missing?

MashaRegistered User

All About Pulse

Going from Reactive to Proactive in this New Era of Post-Sales

Hey everyone! 👋 Masha here, co-founder and CEO of Glowstick — I’m super pumped to be speaking at Pulse for the very first time alongside Gainsight’s RVP of Customer Account Management, Ben Stidham.Ben and I will be speaking on Wednesday May 15 at 2pm Central — come to the session to win an environmentally friendly Glowstick bracelet!Here’s why you should join us:Ever felt the pressure of skyrocketing quotas in the post-Sales game? Us too — so we did something about it. We’ll reveal the latest in unconventional yet proven techniques to building post-Sales pipeline beyond hand-raisers. Learn about the good, the bad, and the ugly from our journey so you too can grow faster with your customers.A little more about our talk in this video👇 Can’t wait to see you there!!-->

Alicia FiskShoshin

Customer Communities (CC)

Experience with using form in Customer Community to create a CSQL in CS?

Hello all, I am wondering if anyone has used a form in their customer community to create a record in Gainsight CS, such as a CSQL? We have a use case where customers can add (and remove) quantities from their subscription at any time during a contract year. Right now, there is a lot of manual handoff of this information via email. The customer emails the CSM or CS Pool, we send the customer a form, the form is returned, an Opportunity is manually created, etc. What we are interested in figuring out is whether customers could fill out a form in community with the required data, and when that form is submitted, automatically create a CSQL (via a rule, say) in Gainsight CS?We are brand new to CC--our community is not live yet. We have been using Gainsight CS for two years, but have not yet configured CSQL functionality. But we like the idea of making this transaction easy for the customer to initiate, and having it co-located in the community, a space we want to encourage them to use reg

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?

lwackertnShoshin

Customer Communities (CC)

Disable social media share

Our community is private, and we do not want members to share product updates, discussions or ideas on social media. How do we turn the share option off?

elisabetta.rossi1Registered User

Track Usage of Teams viewNew Idea

Hi! We are looking at enabling the SFDC Team View of Gainsight and would like to be able to track usage and adoption of the team view to ensure that this new feature will actually increase the usage of Gainsight from our sales teams.Accordiing to the support team, this is not possible at the moment. Is this something that could be considered as a future enhancement? Thanks

Al MRegistered User

Customer Success (CS)

New JO builder template version analytics not updating

Hi all, We are experiencing some issues with the program analytics when it comes to the new JO builder. Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static. I.e. CTR, Open rates, Delivery rates. Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns. Thanks a mill!

andreammeldeACE

Customer goals - widgets for GS Home, Dashboards, and C360New Idea

To drive adoption of Customer Goals, it would be great to have OOTB widgets like we have for Success Plans, CTAs, or Portfolio with in-line editing as well. GS Home Example C360 Example

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?

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amanda_neilRegistered User

Customer Success (CS)

Email to TImeline Missing External Contacts

If I have an email that is posted to the Global Timeline (customer missing, not associated) and I then associate a customer to the timeline, my external recipients go missing?

Alicia FiskShoshin

Customer Communities (CC)

Experience with using form in Customer Community to create a CSQL in CS?

Hello all, I am wondering if anyone has used a form in their customer community to create a record in Gainsight CS, such as a CSQL? We have a use case where customers can add (and remove) quantities from their subscription at any time during a contract year. Right now, there is a lot of manual handoff of this information via email. The customer emails the CSM or CS Pool, we send the customer a form, the form is returned, an Opportunity is manually created, etc. What we are interested in figuring out is whether customers could fill out a form in community with the required data, and when that form is submitted, automatically create a CSQL (via a rule, say) in Gainsight CS?We are brand new to CC--our community is not live yet. We have been using Gainsight CS for two years, but have not yet configured CSQL functionality. But we like the idea of making this transaction easy for the customer to initiate, and having it co-located in the community, a space we want to encourage them to use reg

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?

lwackertnShoshin

Customer Communities (CC)

Disable social media share

Our community is private, and we do not want members to share product updates, discussions or ideas on social media. How do we turn the share option off?

Al MRegistered User

Customer Success (CS)

New JO builder template version analytics not updating

Hi all, We are experiencing some issues with the program analytics when it comes to the new JO builder. Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static. I.e. CTR, Open rates, Delivery rates. Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns. Thanks a mill!

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?

Marc.HoganShoshin

Customer Success (CS)

Email Opt-Out Hyperlinks - Unsubscribe - Manage Preferences

We recently sent a communication and received feedback that Opt-Out hyperlinks (Unsubscribing, Managing Preferences) did not work. I went back and reassigned links using the hyperlink button in the menu for both options. When testing the links, I could not open them or copy them into a browser. The configuration guidance talks about creating questions but nothing related to links and testing them prior to execution. Appreciate any assistance on this.

Marc.HoganShoshin

Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

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.

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