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For those joining EVOLVE with Gainsight, our Product Launch Series event, happening on January 18th, 2023, this page will be the go-to place for any comments or questions.Our product team will monitor this thread and reply to every question you have.We’ll also share the post-event survey once the event concludes to continue to improve our product launch events.
The results are in and your 2023 CS Ops Product Council is…. Keith Mattes, Rapid7 @keith_mattes Bradley Bazhaw, Splunk @bradley Thomas Maier, Tugboat Logic @TMaier Gunjan Marwah Nichani, Amplitude @gunjanm Angela Domenichelli, Athenahealth @angela_domenichelli Sarah Miracle, Newsela @sarahmiracle Victoria Barry, Alteryx @victoria_peeker_barry Zack Siegert, AuditBoard @zdsiegert Darshana Shah, VMware @darshana.shah Travis Floyd, Armis @travis_floyd Ester Memoli, Sendcloud @Ester.Memoli Alizee Levavasseur, Blue Prism @alizee.levavasseur Catherine Higgitt, Zendesk @chiggitt Syed Altamash, Coursera @syed_altamash Kristina Holbrook, Amwell @KristinaH Todd Massey, Delphix @toddmassey Jessica Vuong, WatServ @JessicaV Heather Hansen, Acquia @heather_hansen Carollynn Carlock, MCG Health @CarollynnC Huge CONGRATULATIONS to these rockstars for being nominated and selected for our second annual CS Ops Product Council and a BIG THANK YOU to all of you who submitted nominations. These highly respe
The PX Release Notes November 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 Crowdin Integration article helps you to integrate Crowdin with Gainsight PX to leverage the language translation features of the Crowdin application. We have updated the following list of articles. Configure PX Dashboards Retention Analysis Funnels Understand Knowledge Center Bot Analytics Work with Import and Export XLIFF APIs Instrument your Product using Product Mapper Create Engagements for Mobile App Query Builder ***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 You!
The V6.34 NXT Release Notes is now available for EU and US customers. As part of this release, we have published 20 New articles and updated 17 Existing articles. List of New Articles C360 Build People Maps People Section in 360 Sponsor Tracking Change Document People Section 360 Change Document What’s New in People Maps Relationship Section in C360 Customer Goals Configure Customer Goals Create Customer Goals Customer Onboarding Application Settings Custom Fiscal Year Templates Product Requests Product Request Overview Configure Product Request Create an Enhancement Request Sally Sally Bot User Permissions in Slack Sally Bot User Permissions in Microsoft Teams Scorecard Scorecard in Zoom App Success Snapshots Overview of Success Snapshots Configure Success Snapshots Accessing Success Snapshots for CSMs User Management Create User Group For more information on updated articles, r
Gainsight would like to bring synergy between Customer Success and Product Management teams. We believe this will help the CSMs to close the loop with their customers on their Enhancement Requests more efficiently and also help the Product Managers do more data driven roadmap prioritization. This synergy is only possible by having a bi-directional integration between Gainsight and Product Management tools. We already took our first step by building an integration with Productboard (Read more on this here). Next up on our radar is Aha! (We would still like to hear if your organization is using Aha!). We would like to know which other Product Management tools should we be thinking about.
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.)
The 23’Jan - NXT V6.34.3 and SFDC V6.34.2 Patch Release Notes are now live! These versions contain information on the Journey Orchestrator enhancement Record Participants Activity Status During Pause Period. ThanksFYI @minh_phan @anirbandutta @neelam_mukherjee @Adrian Raposo @courtney_hauser @sshroff @ljost14 @Divya @Sania Ahmed @Deepika
We are so excited to announce we are ready to solicit nominations for the second cohort of our CS Ops Product Council! What is the Gainsight CS Ops Product Council?The Gainsight CS Ops Product Council is a group of individuals who meet every 6 weeks to discuss trends in the CS Ops Community and advise on Gainsight Product Development. Our program mission is to elevate CS Ops Community contributors and inspire the next generation of Customer Success software and best practices with 3 key objectives in mind: Recognize, reward, and elevate CS Ops Community contributors Leverage member's knowledge and passion to advise on Gainsight Product Development Provide a positive Community example of contribution and leadership to help grow and better the CS Ops Community If you’d like to learn more about the CS Ops Council details and benefits, click here.How are selections for the Council made? For the 2023 Council and beyond, we want to be a program run “of the people, by the people, and for
In our continuous endeavor to improve our rules and data processing platform, over the last two quarters we have done many changes which have significantly improved the average wait times across our customer base for rule runs. This post shares a brief on the changes we have done and the impact it has had on execution times.We have moved rules into our micro service architecture and have also scaled our infrastructure to meet the growing number of data processing executions. Additionally, we have also worked on improving context switching and micro batching of jobs resulting in reduced wait times for the rule to be picked up for processing. Because of these changes, we were able to increase the parallel rule executions for our customers.We pushed these changes in a phased manner starting early September 2022 and completed in October 2022. We have seen 51.87% improvement in average rule execution times from its peak in Aug 2022. Rules execution time is calculated as the time difference
The PX December release is now live in US and EU production orgs. There were no significant enhancements or new features introduced as part of the December release, hence there won’t be any separate release notes available for this month. There were minor changes that took place in the PX Product addressing a few critical customer feedback, some of which are listed below:Display Null Value for Excluded Recent Timeframe in Retention Reports (Learn more). Keyboard Event Tracking (Learn more). View Type and Position configurations in Desktop Channel (Learn more).Click here to access the previous release notes. If you have any questions, feel free to reply to this post.FYI @mickey @karl_rumelhart @dstokowski @skalle @aharkut @Chandu @minh_phan @neelam_mukherjee @Sania Ahmed ++------------------------------------------------------------------------++Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.++------
The 22’December - NXT V6.34.2 Patch Release Notes are now live! This version contains information on the Timeline enhancement View Milestones Created on Relationships in the Customer Journey Widget in C360. ThanksFYI @minh_phan @anirbandutta @neelam_mukherjee @Adrian Raposo @courtney_hauser @sshroff @ljost14 @Divya @Sania Ahmed @Sneha Naranje
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.
The 22’November - V6.34.1 Patch Release Notes are now live! NXT: Gainsight NXT Patch Release Notes: Version 6.34.X series SFDC: CS Patch Release Notes: Version 6.34.X seriesInformation for NXT patch release: In CSQL feature, the ‘Ability to Delete Lead Records from Data Management’ enhancement will be available from December 2, 2022. ThanksFYI @minh_phan @anirbandutta @Adrian Raposo @mayur @courtney_hauser @sshroff @ljost14 @Divya @Sania Ahmed
All the Gainsight CS NXT API Developer Documents are now restructured.What’s changed?The API Documents now have consistent structure and format. The API Documents are now aligned with industry standard API Documentation.What’s next?We will prioritize and start working on Gainsight CS SFDC API Documents accordingly.Your support/feedback is highly appreciated! Please feel free to reach out to me (@Sania Ahmed) if you have any queries or suggestions!Thank you!FYI @mphan @Neelam @Shayeri Sen @Divya Nair @Adrian Raposo @Deepika @Sneha Naranje @Uzma Gani @MayurGhiya @mdfahd @Raimy Paulson @anirbandutta
Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.34 release is live in NXT orgs in the EU as of October 22, and for US customers on October 29. Check out the release notes. Some highlights from the NXT release include: NEW C360/R360 EXPERIENCE: Gainsight has redesigned C360/R360 and enhanced the experience to provide a more comprehensive view of the customer and their journey, with personalized insights to improve productivity. Learn more. COLLECTIVELY TRACK CUSTOMER GOALS AND THE ASSOCIATED WORK: This new feature provides you a shared space to capture, plan, prioritize, and track the goals of your customers from the Customer Goals tab in the company's C/R360 page. You can create a library that contains a list of standard goals. Learn more. POOLED WORK ASSIGNMENT: You can now reassign ownership of Call To Actions (CTAs) to User Groups using the Mass Edit feature. Learn more. NEW
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
We are working on an issue reported by multiple customers in regards to Gainsight Assist plugin when gmail’s split pane mode is toggled on. This is due to an issue at our downstream vendor. Our team is currently working with our vendor on a fix for this, and will share updates on this thread. As a temporary workaround, please use the plugin with Gmail split mode turned OFF UPDATE:We have published the latest build with a fix in chrome store few minutes ago. It usually takes 1-2 days to get the approval from chrome store. Once the build is approved, the issue will be completely resolved. We will update as soon as we get the approval from chrome store.UPDATE: The new version 1.7.3 is available in chrome store now.
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!
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
For those joining EVOLVE with Gainsight, our Product Launch Series event, happening on October 6th, 2022, this page will be the go-to place for any comments or questions.Our product team will monitor this thread and reply to every question you have.We’ll also share the post-event survey once the event concludes to continue to improve our product launch events.
The PX Release Notes September 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 Funnels article helps you create and analyze a Funnel report. The Branching Logic in Multi Question Survey Engagements article helps you create a conditional Multi Question Survey Engagement. We have updated the following list of articles. Widgets in Gainsight PX User and Account Model Custom Events and Super Properties Create Guide Engagement Customize Multi Question Engagements Knowledge Center Bot Survey FAQs ***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 you!
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!
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!
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