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Hello GameChanger Community 3.0 Since it’s inception, The Technology muscle of the GameChanger Community (let’s call it ver2.0 since it’s last upgrade in 2019), had always been strong. That is very apparent from our heavy duty Ideas and Product Discussion usage.While the Technology muscle grew, we knew that Gainsight stands for a much larger cause: of leading this very Human Customer Success Revolution. That not only includes the SAAS tech part of it but also Product-led growth, CS Operations, CS leadership, strategy and now Community aspects too.We realized that as a Community we had some catching up to do with dazzling brand ‘Gainsight’. 💫 Catching upAs you might have noted, with Pulse this year, we took some steps to expand our legacy Product-Support & Ideation centric Community ver 2.0 into this destination for People, Process and Tech for Customer Success. For e.g. you can meet @LizLee2022 of E Lee Consulting sharing her take on Gainsight’s secret to PLG Or @bplaster, CS Coac
About the AuthorsDarshana Shah, VMware @darshana.shah - As a Customer Success Ops Leader and Level 3 Certified Admin, I help guide and improve our system to successfully produce powerful data analytics to drive action toward CS goals. Over the last 3 years I have spent much of my time, outside of my day to day, participating in Gainsight’s CS Ops Product Council, engaging with the Gainsight product team, and actively engaging other admins through our Slack channel. I have learned so much and been able to help new Gainsight admins on their journey.Sarah Miracle, Newsela @sarahmiracle - As Gainsight Adoption Manager, my primary responsibilities are to ensure our business is using Gainsight to its maximum potential and that system users are adopting the platform. As the System Admin, I research, build, and implement functionality in Gainsight to support our CS workflows. I have my Level 1 Associate Admin and Level 2: Reports and Dashboards & Journey Orchestrator certifications with p
The v6.33 NXT Release Notes is now available for EU and US customers. As part of this release, we have published 17 New articles and updated 26 Existing articles. List of New Articles CX Center Sentiment Analysis Overview Data Designer Formula Fields in Data Designer Data Management Company Merge Activity Horizon Analytics Self Service Analytics Configure Self Service Analytics Journey Orchestrator Email Reports through Simple Program Rules Engine Events in Real-Time Rules Timeline Timeline APIs Unification Unification Overview Company Unification Data Steward Unification FAQs User Management Teams User Management APIs X-Org Migration X-Org 2.0 Change Document X-Org 2.0 Migration For more information on updated articles, refer to the V6.33 Release List of Updated Articles - NXT. _______________________________________________________________________________________________The v6.33 SFDC Rel
We are planning to integrate Productboard with Gainsight toProvide a single source of truth on all the feature requests that a customer has shared in the C360 section Submit feature requests on behalf of the customer directly for Gainsight Enrich a feature request by giving visibility to other CSMs (tag other customers, ability to upvote or share comments)I would like to hear if this excites you? Do share some use cases on how this integration will be helpful for you. Note: Please mention if your Product team is using Productboard or any other roadmapping tools like Aha! or ProductPlan.
Thanks @manu_mittal and team for ringing this good news …..After a long wait, we're happy to share that our Zoom App (for US only) is now live in the Zoom App Marketplace! We anticipated this approval to occur a lot sooner, but Zoom has a pretty elaborate review process!Since Zoom doesn't allow the same app to point to two different servers, we've submitted a separate EU app for approval. We expect this to be approved in the next couple of weeks, and we'll update you once we've received the EU approval. Once approved and published, you'll see two apps in the marketplace: Gainsight App for Zoom, and Gainsight EU App for Zoom. Important to note because this is different from the login flow in our mobile app and Gmail/Outlook plugins.Thanks for your patience!
We recommend reading the Change Management article to learn about the new and improved functionalities in the new C360/R360. We'd love to hear your thoughts on how we can improve the following new articles:For detailed information about how to configure the new C360/R360, refer to this Admin Guide. For detailed information about end user experience, refer to the User Guide.Note: Few of the new C360/R360 articles are still being evaluated, and changes may occur before we make the new 360 experience available to all customers. For any feedback, comment on this post below.FYI @gopal_rao_kallepu@neelam_mukherjee@Sneha Naranje@Raimy Paulson@Divya@Cornelia@anirbandutta ***Subscribe/Follow this post to automatically receive updates when new content/document/communication is posted.***
The Timeline API article is now available on our support site.With this document, we have simplified and revised the structure of the API document to align it to the industry standards and improve readability. We plan to update the existing documents in this format to maintain consistency.Your feedback is valuable to us. We are open to any suggestions that you may have.Please reach out to me (@Sania Ahmed) if you have any queries/suggestions.Community Ask: https://community.gainsight.com/rules-permissions-15/where-is-the-rest-api-or-other-api-documentation-4527 ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @Uzma Gani @Sneha Naranje @Bhawya Thank you!
I am Ritesh Sharma, a new product manager in the connectors team. One of the features that we are working on is enabling support of multi-valued attributes (or array type) in connectors. If someone is interested in sharing the use cases with me, please feel free to comment with insights. We can even set up a discussion to understand those use cases.Things that we are looking for are:1. Connector Name2. What type of multi-valued attribute is to be integrated? Is it an array of strings or array of objects?3. If it is an array of objects, a sample json would be of great help4. How is this data used in Gainsight (e.g. available in dashboard or used for reporting etc.)
Hi Community Members! Great news! We at Gainsight are actively looking for beta participants for Gainsight’s Unification feature!What is Unification?The Unification feature helps you to unify the Company and Person data from various sources to get a 360 view of your customers across business lines. Unification helps with the following data problems:Finding duplicate data: Automatically Identifying duplicates within a source, including Company & Person standard objects in Gainsight Multi CRM: Adding data from Multiple CRMs into Gainsight Unifying Related Data: Unifying custom data objects with Company data that do not have Salesforce Account ID or other External IDs already, via Exact or fuzzy matching. Automatically modelling relationships into Gainsight from multiple data sourcesPlease refer to this document or quick video walkthrough for an overview of the feature.What is required of me?Please fill our beta invitation form to express your interest for a data discovery meeting.
Fresh off the press... read all about the latest release in our [url=https://support.gainsight.com/Release_Notes/Current_Release_Notes/Release_Notes_Version_6.3_May_2019]release notes[/url] and check out this 8-min. [url=https://vimeo.com/335773699]video preview[/url]! This release is packed with exciting enhancements, including: [list] [*]Send Emails from Cockpit CTAs without applying a Playbook [*]Add up to 50 custom fields in Program Participant configuration [*]New Adoption Explorer (limited release) for managing your usage data with powerful pre-built analytics [*]Instantly create a formula field directly in Report Builder [*]Sally the AI Bot is available in Gainsight widgets on Salesforce Account/Oppty/Case pages [/list] We look forward to hearing what you think of this release!
Hi Community Members! We are very excited to announce a powerful new integration that is now available in beta. We have partnered with Zapier to build a Gainsight app interface through Zapier that will allow you to easily configure data flows between Gainsight and other applications. Some sample use cases could be using events or triggers in any system that integrates with Zapier to add new records to Gainsight in near real time.In this beta release the data jobs are limited to the creation of records in the following Gainsight objects:Company Person Any Low Volume Custom objectWe plan to add additional capabilities in the future and could use your help to test this integration and provide feedback to us on how we can improve. If you'd like to participate in this beta, please click this link to fill out our beta invitation form, after which we'll be in touch with you on how to access this functionality.
Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.33 release is live in NXT orgs in the EU as of July 23, and for US customers on July 30. Check out the release notes. Some highlights from the NXT release include:SIMPLE PROGRAMS IN JOURNEY ORCHESTRATOR: Simple programs make it easier to automate customer engagement. Design journeys with a single predefined source (CSV, Segment, Data Designer, and Event) and single action type (CTA and email), requiring little preparation or administration. Learn more MANAGE COMPANY DATA ACCESS THROUGH TEAMS: The Teams feature allows admins to control which users have access to a company's data. For example, when admins assign users to a specific company in Teams, only those users will have access to that company's data. Learn more NEW X-ORG EXPERIENCE: Gainsight has redesigned X-Org to simplify and improve the admin experience while migrating assets betw
Read me first if you got a need for a feature that is currently not offered or a feedback regarding the way things work, you can Submit a Product Feature Idea. 1. Search If there is already an Idea or a Discussion on the topic you are thinking about, great! Simply head over and engage on the existing Idea:Vote Up Comment on it to add to the thread, your specificsIt always helps to build on the existing engagement on a piece of content rather than trying to build it from scratch.Tip: If you spot duplicate ideas submitted, please @mention user Gainsight_Community and we will Merge the Ideas. P.S. All votes are aggregated 2. Create an Idea If you cannot find an existing Idea or Discussion that’s related to your topic, then select ‘Create an idea’ on the Ideas landing page.An Ideal Idea format:Subject: The high level objective of your Idea. Description: Details should clearly define your Requirements. Make sure to include:A clearly defined use case or business problem that is not met with
The PX Release Notes August 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 published the following new articles. The Create Guide Engagement article helps you build a guide engagement with the enhanced editor. The article has a quick video tutorial that provides you an overview of workflow. The Advanced Features of the Editor is an article path that has four separate articles that helps you configure Guide engagements using the key features of the editor. The Engagement Templates article provides you an overview of the Gainsight recommended standard templates that you can use to create Guide engagements faster. ***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 Thank yo
We’ll be sending the High-Level Product Release Summary list for V6.33 July/August release by New date: June 24, 2022 (old date June 21, 2022) (through emails, engagements, and Community).Following are the V6.33 July/August customer release dates:NXT: EU July 23/US July 30 SFDC: August 02FYI@karl@minh_phan@chuck_girard@neelam_mukherjee@courtney_hauser@lane_h@dshorter@anirbandutta@Adrian Raposo@Divya
It’s no news that Ideas are the most used service on the Community platform.But it is news, and the cat’s already been out of the bag, that we’ll now have a way to Submit Ideas specific to Product areas and be able to sort them based on Product Areas. So you won't have to scroll through the entire CS Product Ideas ocean to locate the ones on ‘Journey Orchestrator’, for e.g. WhenOn July 4th when most of us will not be using this platform, the current Ideas submission will be turned offYou will be able to submit Ideas till the day earlier, but not on July 4. The broad stepsOn July 4th, European standard time time 10am, Migration to the new home: Believe it or not We have only about 6750 ideas in the system.It is only fair that they get a house of their own on the main navigation, instead of having to scroll from the Community dropdown, and that’ll take some time. New home for Ideas on the main menu TimelineThe overall Migration > Mapping to the newly provisioned Product Areas > QA
UPDATE 6/9/22 3:15CT A brief update to this thread as the investigation and resolution planning continues. Root Cause Analysis: Product, Engineering, Support and CS Operations leadership are leading this effort with syncs multiple times in every 24 hour period. Impacted Users: We are finalizing a way to request and access the list of impacted users for your organization. Communication To Date 6/7 11pm PT: Issue is identified and email queues were shut off to stop any more errant emails 6/8 5am PT: Notification posted in Global Gainsight Admins slack and Community 6/8 12pm PT: Email Notification emailed to all users who were sent the errant email 6/8 5pm PT: RCA Status Update email sent to all users who were sent the errant email 6/9 1pm PT: This Status Update to Community Page Secondary Issue with Email Notification on 6/8 12pm PT Unfortunately, due to a mistake in our process (that has now been fixed), the email introduced more confusion with diff
Hi Team,The load to people (Relationship type) rules are not showing in the X-org to migrate from source to target. As per the internal discussion, it was never handled as of now in our product.Could you please prioritize and implement it in future releases.@naveen_kumar_devipura
After a long wait, we're happy to share that our Zoom App for EU is now live in the Zoom App Marketplace! With the ability to manage accounts and Timeline activities directly within Zoom, CS teams can be more productive and provide ideal experiences at scale. More information on how the app works is available here. Please note that this applies to you only if your implementation is on Gainsight’s EU datacenter. Thanks for your patience!
We had a great roadmap session last week where we covered a wide range of topics across the CS platform. There will be additional sessions at Pulse and later this year if you weren’t able to attend this one.We’ll also host deep-dive sessions for the specific product areas that you all expressed interest in, so be on the lookout for those opportunities in Community soon. The two areas of most interest were the new 360 and updates to rules and data designer so we’ll schedule those sessions first.There was a significant interest in getting involved in our beta programs. Here is a recent community post on how to get more involved and more information on beta programs. Also, be sure to connect with your CSM and let them know what you’re excited to participate in.This post is largely in response to questions we didn’t have time to cover during the webinar and we’ll share additional materials as we get close to releasing each feature.Timeline Improvements:Journey Orchestrator is coming to Tim
Hi Community Members! Hope you are doing well!Great news! We are rolling out the capability for you to now integrate your multiple Gainsight PX instances to your Gainsight CS instance; and we are actively looking for beta participants for the same! Why are we building this?The current Gainsight PX <> CS integration allows you to integrate only one of your PX instance with your CS instance. Many of you would have multiple PX instances due to various factors in your organization's journey such as mergers and acquisitions, ease of maintenance etc. By enabling the integration with all the PX instances, you can now have all the product metrics from each of your PX instances into CS and not miss out on the entire picture. What is required of me?If you have multiple PX instances and are looking to integrate all your PX instances with your CS instance, please add a comment on this post. I will reach out to you over an email with the next steps.
Hi All! Following up to @sakumar’s post from yesterday announcing our April 2022 release, I wanted to share some additional information and materials. There are a TON of new and exciting capabilities in being introduced this quarter 🎉🎉Here are some resources that are available to help you learn more and get your teams excited about using these new capabilities: Learn more about how you can supercharge CS team productivity and capture the full picture during customer interactions with our Gong + Timeline integration: Check out this datasheet Find us on the Gong Marketplace Watch a demo here Learn more about Timeline and share best practices in our Timeline section of the community Find out how Impact Analyzer helps you fine-tune you CS strategy with a data-driven approach in this new datasheet Note: this is available as part of CX Center (which is a paid add-on) You can learn more about how CSQLs will enable more programmatic expansion and help you demonstrate the impact of
The 22’April - V6.32.X NXT Patch Release Notes is now live! Note: There is no patch release for SFDC.Previous release notes: Release Notes (GS-NXT): Version 6.32 April 2022 Release Notes (GS-SFDC): Version 6.32 May 2022 Thank you!FYI @neelam_mukherjee@Adrian Raposo@Divya@anirbandutta
C360/R360 Beta Program What is C360/R360 new experience ? -C/R360 is one of the most utilised areas within our CS offering making it a priority for our team to continually improve the end user experience to ensure it evolves as do the needs of our customers. The new experience is loaded with improvements to drive our users' capability to be even more productive while delivering the outcomes their customers expect. Some of the key improvements include:Improved visualisation for easily digesting customer data. The ability to view and interact with customer data directly from within the C/R360 page view Increased user efficiency with new inline editing capabilities More options for personalisation within the 360 experience Overall simplified admin user experience Please ask your Customer Success Manager to nominate you, if you’d like to participate in this Beta Program.
There is a sophisticated phishing scam making rounds today that we want our customers to be aware of. Please be alert for any message with the TO: address as hhhhhhhhhhhhhhhh... along with a bogus Google Docs link. If you receive a message like this, it is advised to delete it immediately. Please contact your IT dept. if you believe you've opened one of these links.
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