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katepalliGainsight Employee: Rookie

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

9 hours 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

11 hours 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

12 hours 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.

12 hours 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?

14 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

15 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

15 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 …

15 hours ago

ckeyes_bmcRegistered User

All About Pulse

Team Work Triumph: Unlocking Success Through Customer-Centric Collaboration

Calling all Customer Success champions! As a Senior Manager of Digital Customer Success within BMC Software, I've seen firsthand how departmental silos can hinder our efforts. Everyone's focused on their own goals, leaving the customer experience fragmented.Here's how a lack of collaboration hurts your customers:Confused by conflicting information from different teams. Stuck in slow-motion resolutions as issues get passed around. Solutions that only address part of the problem, leaving them frustrated. Feeling like they're just a number, not a valued customer.But imagine the possibilities with customer-centric collaboration!Join me and the amazingly brilliant, Victoria Barry at my session at #Pulse24! We'll equip you with actionable strategies to:Unify the business: Align everyone around the common goal of customer success. Speak the same data language: Use data insights to make informed decisions for your customers. Embrace a customer-centric mindset: Put the customer at the heart o

15 hours ago

daniel.boonOlympian

Moderating content

Public tags

Public Tags enable you to group topics together in order to organise content in a way that’s transparent to all members of your community. They differ from Moderator Tags as they can be seen by any member of your community. You can choose whether end users are allowed to add tags. How To Add, Remove, Rename, And Merge Public TagsYou can manage your public tags via Control → Settings → Public Tags. From here, you’ll see options to add new tags, remove tags, edit (rename) tags, and merge two public tags together. They’re mostly pretty self-explanatory, but we’ve outlined some less obvious details below:Adding new tagsPublic tags will be shown to end users on the topic creation page even if they’re not attached to any topics yet. This means that on a brand-new community, you can start with a predefined list of tags for users to pick from.Editing (renaming) tagsIf you edit a tag by changing its name, then the tag will be updated across all topics where it’s been used. This means you can ea

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15 hours ago

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KgastaldoChampion

Customer Communities (CC)

EveShoshin

Customer Communities (CC)

How do I add new users?

How do I add users?

2 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?

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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