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What may seem scarier than sharks? Building a Digital Customer Journey... It's Not! Join me and the CS team from Discovery Education to learn how we conquered this fear.

Discovery Education It can be scary trying to build a digital customer journey! At Discovery Education we are no strangers to scary…. think shark week and polar bear field trips. Join me and my DE colleagues to learn how we navigated this challenge. Explore how we used Gainsight to ramp up our automated renewals, drive cross-sell collaboration, and build advocacy in schools and districts.Track 7: Top Methods for Scaling CS Smarter, Not HarderSession: Navigating the Digital Customer Journey: Strategies for Scalability and Personalization. Date: Wednesday, May 15th Time: 3:00 - 3:45 PM

1 hour ago

revathimenonGainsight Community Manager

All About Pulse

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

Hello Pulse family,Celebrating more than ten years of unparalleled insights, innovation, and community, Pulse 2024 is back!Our speakers are crafting something truly extraordinary for their sessions, and what better way to ramp up the excitement than by getting a sneak peek into the incredible insights they’ll share! Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favorite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.For example, this is how @seth intro’d his session last year

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18 hours ago

JKucekGainsight Employee: Shoshin

All About Pulse

What do AI, Customer Success and Gainsight all have in common?

Find out at our upcoming session at #Pulse2024! I’m excited to take the stage with @bradybluhm to share insights on Future Proofing your CS Career: The Essential AI Skill Set and Toolkit You Need. Whether you’re a veteran in the field or eager to learn about the integration of AI in Customer Success, this session has something for everyone. Dive into: Real-world AI applications that you can leverage in Customer Success today! Strategies to harness AI to save you time, analyze vast amounts of customer data for insights and even deepen customer engagement with more effective communication. Join me to discover how these elements intertwine to revolutionize our approach to Customer Success. Session Info:Title: Future Proof Your CS Career: The AI Skill Set and Toolkit You Need Track 4: Must-Have Skills for High Performing CSMs Date / Time: Thursday, May 16th at 3:45pm - 4:30pm

18 hours ago

SurendraGainsight Employee: Team Captain

Product Experience (PX)

Back to Basics - Engagements - Audience rules

When we start setting up engagements, audience rules plays a major role in making your engagement a success. We often hear new users trying to setup engagements and not sure if they are targeting the right audience. We have launched Preview audience to make sure you know whom you are targeting, but still need help, here are some examples and use cases. This post is around taking advantage of default attributes by PX, you can always take advantage of custom attributes to segment customers more easily.Lengthy post coming through! Audience logic examples and use cases:Excluding certain users from the engagement audience. You can achieve this by either using user email not-contains xyz.com, or account name not-contains xyz Example cases - * Email “not contains” @gainsight.com - Remove gainsight users using email* Account name “not contains” Gainsight - Remove Gainsight using the account name* While testing an engagement, you can add email is your email in audience logic so only you can see

1 day ago

Robert Johnson

Product Experience (PX)

Expired security certificate

Hello. Please renew:https://gs-sso-us-west-2.api.insided.com

1 day ago

katepalliGainsight Employee: Rookie

Customer Success (CS)

Unable to add/ edit fieldsin scorecard fact objects.

Hi Team,For scorecard fact objects, we are showing Add/ edit fields option in data management page, ideally, this is a standard object and one cannot add filds to this object.Since, we are showing that option, when users are trying to edit any fields they are receiving this error - “database operation failed. Contact support”.Could you please make the Add/ edit field option as grayedout or change the field type to system to avoid the confusion for the customers.@ChiragJ

2 days ago

katepalliGainsight Employee: Rookie

Customer Success (CS)

Can't perform search in dynamic JO email filter step

Hi Team,When we are trying to set up a filter on an email version in the email template under a new dynamic JO, we didn't have the option to search for the field, we just need to select a field from available fields. The search option is available in old JO. @vmallya

2 days ago

laura.porcinculaShoshin

Improved alt text optionsNew Idea

The alt text features within the platform need massive improvements.My first request: Add an alt text option for event images. I need a work around for this asap. I’m working on an event educating folks on how to create inclusive content with alt text, and some of our speakers are visually impaired. It’s very embarrassing to promote an event on alt text, when I’m not actually using alt text.Second request: Create an option to add the alt text without having to use the code section (the platform often strips my code which is realllly frustrating if I’ve forgotten to save)Many industries are required by law to have alt text included. Accessibility in general should be a priority, not an afterthought. Please make this a priority! cc: @olimarrio @valerie.molina @kathleenkenny23

2 days ago

johntrask_btVeteran Rookie

Gong AI - Rules Engine - SentimentNew Idea

We recently enabled the Gong Meeting Assist AI feature. The data is fantastic. I was looking at the Timeline object and noticed that the Sentiment (Green Positive text in the screenshot) is not a field in the object. It would be fantastic if it was, then we could use the Rule Engine to create a CTA automatically for any Negative Sentiments that come in.An example would be; a PM has a call with a customer that is part of the Digital Teams account purview, if I could create a CTA off that Sentiment and assign it to the Digital Team, then we could see it faster and act on it.

2 days ago

john_appleGolden Ruler

Make Load to Activities (aka Milestones) use DateTime for Activity DateNew Idea

The Rules Engine action for Load to Activities has a required field for Activity Date that will create a Milestone on Timeline for the date provided. However, the Activity Date field on Activity Timeline records is actually a DateTime.If we have a DateTime in our source, the Rule coverts this to a Date but then loads to Timeline as DateTime with 12:00 AM as the time -- essentially stripping the time granularity from our source.Can we instead have the Rules Engine pass the actual DateTime value to Timeline when creating Milestones?

2 days ago

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KgastaldoChampion

Customer Communities (CC)

EveShoshin

Customer Communities (CC)

How do I add new users?

How do I add users?

4 days ago

MelissaCChampion

Customer Success (CS)

Duplicate Contacts

If we have duplicate contacts in SFDC, once we clean that up, do we re-sync to GS? Does that happen automatically?What report would I run in GS to check to make sure i don’t have any duplicate contacts?

4 days ago

mbuuck1Shoshin

Customer Communities (CC)

Fetch date of user's last activity or view via API

Hello! We’re interested in pulling the last activity date and last view date of users in our community via API. Is this possible according to this Get User Activity documentation?

5 days ago

etcRegistered User

Customer Success (CS)

What languages does the Cheat Sheet work for?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

5 days ago

balajibvRegistered User

Customer Success (CS)

Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”?

5 days ago

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Improved alt text optionsNew Idea

Gong AI - Rules Engine - SentimentNew Idea

Make Load to Activities (aka Milestones) use DateTime for Activity DateNew Idea

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