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katepalliGainsight Employee: Rookie

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

1 minute 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

9 minutes 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.

23 minutes 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?

1 hour 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

2 hours ago

Christina.woldRegistered User

All About Pulse

TEASER ALERT! Grit, Grace, and Gainsight - Pulse 2024

Absolutely thrilled to be taking the stage at Pulse 2024 with my colleagues! Pulse was instrumental in our strategies this year, and I am certain that others can learn from our journey!During our session, we will explore how we at SAP Concur have integrated Gainsight throughout our internal ecosystem to either reinforce or reimagine our Client Success Strategy. We’ve used iterative functionality, creative applications, and holistic engagement to keep Gainsight at the nucleus of our operations, fully embracing its potential. This has allowed for the accountability needed to make measurable progress. We used grit when things were challenging, and grace when things got complicated. Luckily, Gainsight was there the whole time helping us create a sustainable future state we’re proud of!Session Info: Title: Grit, Grace, and GainsightTrack 3: Powerful Value Creating Strategies for CustomersDate/Time: May 16, 2:45pm - 3:30pm CT

2 hours ago

KgastaldoChampion

Customer Communities (CC)

Is there a way to require members to select from a list of tags?

Hi All - Is there a way to create a list of tags and require users to select at least one when posting? I’m basically trying to get members to say what product they use when they post …

2 hours ago

ckeyes_bmcRegistered User

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KgastaldoChampion

Customer Communities (CC)

Is there a way to require members to select from a list of tags?

Hi All - Is there a way to create a list of tags and require users to select at least one when posting? I’m basically trying to get members to say what product they use when they post …

2 hours ago

ewinglelShoshin

Customer Success (CS)

Meeting Assist Sentiment

4 hours ago

security_lionTeam Captain

Customer Success (CS)

Best Practice for Gainsight CS CTAs when assigned owner is out of office

Hey folks, I am not a Gainsight CS admin so excuse my poor use of terminology. We have a process in which a Gainsight CTA is created. Employee Jellybean is the assigned owner of the CTA. However, Jellybean needs to go out of office.It’s my understanding that Gainsight CS has a limitation of only being able to assign 1 owner per CTA. I also believe there is no “out of office” rule that can be triggerred. How do you all handle the situation in which an assigned owner goes out of office but the rest of the team needs to pick up their CTAs? Ideally the solution would be automated and provide the new team member with notification to take action.

6 hours ago

esthertrapadouxShoshin

Customer Communities (CC)

Web analytics available for InSided?

Hi! Are there plans to include some basic web/page analytics for InSided community sites?

10 hours ago

silasramsdenShoshin

Customer Success (CS)

Case expression logic in CSV JO programs

Hi,We use this standard case expression logic in the majority of our query builder JO programs:We would like to replicate this logic in CSV JO programs to avoid the need to manually export and upload the sender name and email on the CSV file, which introduces a delay between export and trigger date, within which some accounts may have been reassigned.We know we can pull in the CSM email with calculated fields by matching on account ID:But this doesn’t allow us to configure the logic which will use the CSM email for certain segments, while using the generic email address for other segments.Is there any way to achieve this without having to maintain a separate sender email address attribute at the account level, and without having multiple JO programs? Both of these workarounds introduce too much overhead.Regards,Silas

1 day ago

EveShoshin

Customer Communities (CC)

How do I add new users?

How do I add users?

1 day 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?

2 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?

3 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.

3 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”?

3 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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