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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 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
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.
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
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
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!
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
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 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.
The PX May release is now live in US and EU orgs! We have delivered new features and enhancements to help you get started faster and simplify your PX user experience. Check out our release notes for more information.Release Highlights: Content Recommendation In KC Bot: Define URL rules and Global context rules to deliver personalized and context-based content recommendations to your end-users. Trigger Engagements using Survey score: Trigger engagements for a group of users based on their response to Survey Engagements. Multi-Product Widgets in Dashboards: Create Custom Dashboards and add audience widgets related to various products of your subscription. This helps to analyze the performance of different products in the same dashboard. Improved Reports Home: The Reports section in Analytics is now improved for better visibility and accessibility. View two separate list view pages for My Reports and Shared Reports and many more usability enhancements. Create Multi-Product Funn
The 6.32 NXT Release Notes is now available for EU and US customers. As part of this release, we have published 22 New articles.List of New Articles Company Intelligence Use Company Intelligence in Microsoft Teams Connectors 2.0 Source Field Enhancements CX Center (Refer the 2nd point in the IMPORTANT section at the end of the post) CX Center Overview Configure Impact Analyzer Impact Analyzer for End Users Impact Analyzer FAQs Set up a Gainsight Domain Data Designer Use Design Template in Data Designer Gainsight Assist (Refer the 3rd point in the IMPORTANT section at the end of the post) Email Assist 2.0 - Send Emails from Timeline Gainsight Data Management Data Operations Gainsight Home How To Configure Calendar Widget in Gainsight Home Configure And Assign Multiple Layouts for Gainsight Home Calendar Widget for End Users in Gainsight Home Journey Orchestrator (Refer the 1st point in the IMPORTANT section at the end of the post) Add Part
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.
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?A lot of you have expressed interest in the ability for CSM’s and Managers (non-admins) to build their own reports. We try to democratize report building at Gainsight however we also recognize that there might be some problems with directly exposing report builder to everyone in your org. We want to listen to your feedback, understand some pain points, and share some ideas with you so that when we release “End-user Reporting” it helps as many of you as possible. Who is the right person to Enroll?Active Admins who build reports. If you have already exposed reporting to everyone in your org, we would love to hear your experience a bit more.When is this happening?We are planning a number of sessions in the second and third week of Feb 2021. What should you do?Please register for the roundtable slots provided using this form. If you are
Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.32 release is live in NXT orgs in the EU as of April 23, and for US customers on April 30. Check out the release notes. Some highlights from the NXT release include:DATA MANAGEMENT HORIZON EXPERIENCE: Data Management Horizon Experience includes new and improved functionalities to easily manage data. Admins can now view, add, and delete records in Gainsight Data Management via the Data Operation tab. Learn more CUSTOMER SUCCESS QUALIFIED LEADS: Customer Success teams identify and share leads with Sales, but previously there was no standard method for tracking these leads and demonstrating their impact. CSMs can use this new feature to identify a lead, share it with Sales, and report on the revenue impact. Learn more GONG.IO INTEGRATION WITH TIMELINE: Automatically log Gong.io meetings as Activities in Gainsight Timeline. The Activity capt
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are planning to improve the email template builder experience and would want to get your feedback around your use cases and your input on our roadmap plans. Who is the right person to Enroll?Admins who are using Journey Orchestrator and especially those who build email templates. When is this happening?We are planning a session in the 2nd week of August 2021. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email email@example.com to sign up.
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? Scorecard Optimizer is an AI-based tool to help customers have more effective scorecard configuration. We want to understand your key pain points related to scorecard configuration and get feedback on the solutions we have in mind. What is the Agenda of the VCAM? Uncover key pain-points Get feedback on proposed solution for scorecard optimizerWhat is the outcome of this VCAM? Feedback on AI roadmap for scorecards Who is the right person to Enroll?Admins who have recently done an overhaul of their scorecards, or are currently in the process. Customers who have previously expressed opinions on AI in scorecards are also good candidates. Customers who use internal Data Science models to populate their health scores (e.g DataRobot, IBM) We want to speak to Admins in these companiesWhen is this happening? Tuesday, April 26th, 2022 - 12: 00 PM ET/ 9:00 AM PT/
What’s that you say? Move to a quarterly release cycle? We hear you loud and clear. A time-based quarterly release cycle is definitely the right call, and we’re preparing to take action based on your input. In fact, Gainsight’s adoption of this global strategy for quarterly product releases is expected to start in April/May of 2022. Key Benefits of Quarterly Release Cycle [win-win]: You... Gainsight... Get early head’s up about the upcoming changes Gets longer time to perform testing activities such as performance testing and UAT, hence, improves the quality Get more time to make necessary arrangement to embrace the changes Forecasts detailed planning via roadmap efficiently Spend adequate time to explore Beta features and provide feedback Implements feedback and gets aligned with the incremental beta feature development strategy Experience better quality and improve adoption Spends more time to review the change
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? This VCAM is to understand Timeline Admin user experience while using different sections of timeline administration - Integrations, activity sync etc. What is the Agenda of the VCAM? To understand Timeline Admins' current user experience. To know what challenges they are facing while using Timeline administration sections like Integrations, activity sync etc.What is the outcome of this VCAM?Have a better understanding of current challenges faced by timeline admins Identify the use cases which are currently not supported in timeline administration - integration sectionWho is the right person to Enroll? Timeline Admins who have experienced pain points using different sections of timeline admin like integrations, activity sync etc. When is this happening?Monday, April 18th, 2022 - 11: 00 AM ET/ 8:00 AM PT/ 8:30 PM IST Tuesday, April 19th, 2022 - 11: 00 AM ET
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? VCAM is to understand the current problems in the PX Engagement Template creation, edit, and maintenance process. What is the Agenda of the VCAM? The agenda is to understand the pain points when following processes are done on PX Engagements:Template Creation Template Editing Template Maintenance Any other process that is required for in a new Template Home What is the outcome of this VCAM? To understand what needs to go into a new feature "Template Home" that is being planned in PX Who is the right person to enroll?This is essential for those accounts/ users who are very active in using PX EngagementsAre you an active user of PX In-App Engagements (approx. more than or near about 10 engagements in a month using PX)? Have you created Templates on PX Engagements and maintained them?When is this happening? April 6th, Wednesday - 10:30 AM ET/ 7:30 AM PT/ 8
Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team What is the VCAM about? We are going live with Real-time Sync from Salesforce to Gainsight this April. It’s time that we dive deeper into the second part of the problem i.e. What is the Agenda of the VCAM? We are looking to understand the need of Real-time Sync from Gainsight to Salesforce from the customers. The focus will be on the following questions mainly. What are the current pain points that exist due to the lack of Real-time Sync from Gainsight to SFDC? What objects and fields are the customers interested in syncing from Gainsight to SFDC in real-time? Why? What are the target SFDC objects to which they are looking to sync data in real-time? What happens after the data is received by SFDC? Is there any event or trigger planned based on that data? Do you have an SFDC Admin role similar to Gainsight Admin? Is it the same person? What concerns may t
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