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Allow lock survey responses after first response is recorded by Company or RelationshipNew Idea

Hey all, We need a way to prevent further responses to a survey from company or relationship recipients when we have already recorded one response for the company or relationship level recipient (based on Company GSID or Relationship GSID).The challenge:It is rather frequent for us to send out emails with surveys (which will be to collect some form of data such as plans regarding X or Y, that is the same plan for a company or a relationship, regardless of recipient, but which we need to request from a number of individuals because of the eternal data quality issue). That means several participants can respond to the survey, and a response could end up overriding another (if we push data to another object) when really, we wanted one response BUT we had no choice but to send the survey to several participants (AND we want to record who the respondent is).The semi-anonymous survey doesn’t do the trick for that purpose. The need:We need a solution to “disable” survey links that were sent t

2 hours ago

cdonargoGainsight Community Manager

Customer Education (CE)

Customer Education at Gainsight's Pulse Conference 💃🏻

Get ready, cause this year at Gainsight’s annual Pulse Conference, there will be A WHOLE TRACK DEDICATED TO CUSTOMER EDUCATION!! 🗣 What can you expect from the Customer Education track sessions?You will gain valuable insights from industry experts! Whether you're starting fresh or refining your existing education program, you will learn from first hand examples on the tools you need to align education with customer success and your company’s overall business objectives. Here is a link to the full attendee guide solely focused on Customer Education, but see the two day session overview below: We would love to see you in St. Louis in just 2 weeks! There is still time to register for the entire event here, and we would love to see you there 😍

2 hours ago

alizeeACE

Unify operators in Survey Display/Skip logic with every other filterNew Idea

The same old same old multi-select picklist is BACK in surveys :In skip or display logic, the operator is systematically an “IN”. It’s inconsistent with every other filtering capability in the platform which offers - even for multi-select picklists more than just the “IN” operator. It also offers a “NOT IN”. The challenge: I have a multi-select picklist in a survey question which captures versions. An answer may have several values (for example: 6.6.1 and 7.1.2). If someone is IN “7.1.2”, it is not sufficient to determine they should not see subsequent questions. I would need to know that:CONDITION A: IN 7.1.2ANDCONDITION B: NOT IN 6.x.x (and all the “6” options)And with the current tool, I CANNOT determine the second condition. The operator is automatically an “IN”. The need:Please align available operators in survey skip / display logic with operators in other areas of the platform, i.e. : equals, not equals, in, not in, contains, does not contain, starts with, is null, is not null.

2 hours ago

SurendraGainsight Employee: Team Captain

Product Experience (PX)

Back to Basics - Engagements - Audience rules

When we start setting up engagements, audience rules plays a major role in making your engagement a success. We often hear new users trying to setup engagements and not sure if they are targeting the right audience. We have launched Preview audience to make sure you know whom you are targeting, but still need help, here are some examples and use cases. This post is around taking advantage of default attributes by PX, you can always take advantage of custom attributes to segment customers more easily.Lengthy post coming through! Audience logic examples and use cases:Excluding certain users from the engagement audience. You can achieve this by either using user email not-contains xyz.com, or account name not-contains xyz Example cases - * Email “not contains” @gainsight.com - Remove gainsight users using email* Account name “not contains” Gainsight - Remove Gainsight using the account name* While testing an engagement, you can add email is your email in audience logic so only you can see

3 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 …

5 hours ago

drdavisShoshin

Customer Success (CS)

Email Template adding an attachment

Hello - I am working on an email template and would like to add a PDF attachment. I see it in the template however when sending a test the attachment is not available. Thank you for your help. Dawn

6 hours ago

Amber CaldwellShoshin

All About Pulse

What may seem scarier than sharks? Building a Digital Customer Journey... It's Not! Join me and the CS team from Discovery Education to learn how we conquered this fear.

Discovery Education It can be scary trying to build a digital customer journey! At Discovery Education we are no strangers to scary…. think shark week and polar bear field trips. Join me and my DE colleagues to learn how we navigated this challenge. Explore how we used Gainsight to ramp up our automated renewals, drive cross-sell collaboration, and build advocacy in schools and districts.Track 7: Top Methods for Scaling CS Smarter, Not HarderSession: Navigating the Digital Customer Journey: Strategies for Scalability and Personalization. Date: Wednesday, May 15th Time: 3:00 - 3:45 PM

6 hours ago

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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 …

5 hours ago

drdavisShoshin

Customer Success (CS)

Email Template adding an attachment

Hello - I am working on an email template and would like to add a PDF attachment. I see it in the template however when sending a test the attachment is not available. Thank you for your help. Dawn

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?

6 hours ago

ewinglelShoshin

Customer Success (CS)

Meeting Assist Sentiment

Hi, will the sentiment value generated by the Meeting Assist AI function be available for use in reporting, scorecards, surveys, etc.? Also, I'm curious to see more of the reasoning behind why the system assigns a specific sentiment. Currently, there is a small paragraph that provides some explanation of why a specific sentiment was assigned, but having lines that the AI analyzed in from the meeting to assign the sentiment would allow us to confirm that the system is working as intended.

3 days 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.

3 days 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

4 days ago

EveShoshin

Customer Communities (CC)

How do I add new users?

How do I add users?

4 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?

5 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.

5 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”?

6 days ago

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Allow lock survey responses after first response is recorded by Company or RelationshipNew Idea

Unify operators in Survey Display/Skip logic with every other filterNew Idea

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