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sdrostgainsightcomGainsight Employee: ACE

Tuesday US Admin Office Hours (CS Platform): Apr 30, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!Apologies for the late post!This thread is for today’s Tuesday Admin Office Hours session, Tuesday, April 30, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, Tuesday, April 30, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

13 minutes 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.

32 minutes ago

sshroffGainsight Employee: Team Captain

Horizon Rules Community Group

Join us for Horizon Rules Office Hours on May 2nd @ 7:30AM PT / 8:30AM MT / 9:30AM CT / 10:30AM CT

Hello everyone!Have a question regarding Horizon Rules? Please join our Horizon Rules Office Hours session on Thursday, May 2nd 2024 at 7:30AM PT / 8:30AM MT / 9:30 CT / 10:30 ET. These will be held bi-weekly.Please submit your questions on this thread. There is no need to register for these sessions - you can join at any time. Once the session is underway, we will go in order of questions posted then field questions from anybody else who has joined as well. We look forward to talking with you!Conference Details:Thursday, May 2nd 2024 at 7:30AM PT / 8:30AM MT / 9:30 CT / 10:30 ET. Join Zoom Meeting:https://gainsight.zoom.us/j/97413693810?pwd=MDhmWTFFVjdXb2ZzTCtlenE3U1dnQT09Passcode: 761093

1 hour ago

matthew_lindMVP

All About Pulse

Global Gainsight Admin “Happiest Hours” IRL Meetup @ Pulse 2024

Back at Pulse 2024 by popular demand….it’s the Global Gainsight Admin “Happiest Hours” IRL meetup.If you’re in CS Ops, are a Gainsight Administrator, or want to hang out with the rock stars who are making it happen, you’re invited.Wednesday May 15 7:30 pm to 9:30pm CDTJust like the GameChanger and Slack communities in which many of us gather virtually, we're a little bit renegade combined with a whole lot of helpfulness, support, encouragement and laughter. So please join us in this amazing moment once a year where we can forego the screens and be a living, in-person community.Plus, there’s the group picture. Go down in history as having been there.For more details, and to RSVP, click this link.

1 hour ago

sshroffGainsight Employee: Team Captain

Meetings & Office Hours

Horizon Rules Office Hours on May 2nd @ 7:30AM PT / 8:30AM MT / 9:30AM CT / 10:30AM CT

1 hour ago

AshtonTeam Captain

Account Opt OutNew Idea

We sell our product to Accounts, they might have an agreement with us to never send surveys to their users. I do not see a way to flag the Account as not being included in surveys. We would have to populate this for each user and that is not possible as they come and go.Ask is for Account level Opt Out field that can be set by an administrator or API call. Then would be honored by all users within that account. TLDR: UserPreferences should inherit from Account level preferences. Need to create "trackUsage" "productUpdates" "guidedTours" "surveys" "onboardingBot" at the account level and have them inherit down to the user level.

2 hours 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 hours ago

rhallVeteran Rookie

Customer Communities (CC)

How to change the "Something has gone wrong" page email address?

I shouldn’t really have to ask this. I should be able to find this easily, either in the application or the documentation, but here I am. Does anyone know how to change the email address in the “Something has gone wrong” message? By default it says “support@insided.com”.I could change this by using some code in the third-party scripts, but I can’t believe that I would have to do that. However, after looking around for an hour now, I cannot find a way of doing this. I presume that it is a phrase, but I can only find anyone mentioning how to change the “Something has gone wrong” text.To see this page in your community, here is a way to get to it. Create a new user and log in as that user. Stay logged in. From the admin console (on another machine or an incognito tab), erase that user. Go back to the machine/window where your deleted user is logged in and try to change the page.You will then see a “Something has gone wrong” page with the “support@insided.com” email.Any ideas on how to cha

3 hours 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 hours ago

CharlotteKShoshin

Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program.I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem.I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta!Charlotte

3 hours ago

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etcRegistered User

Customer Success (CS)

What languages does the Cheat Sheet work for?

32 minutes ago

security_lionTeam Captain

Customer Success (CS)

Best Practice for Gainsight CS CTAs when assigned owner is out of office

3 hours ago

rhallVeteran Rookie

Customer Communities (CC)

How to change the "Something has gone wrong" page email address?

3 hours ago

balajibvRegistered User

Customer Success (CS)

Top 10 plus Others

3 hours ago

CharlotteKShoshin

Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

3 hours ago

Lena H.Veteran Rookie

Customer Communities (CC)

csv Export of Segment: What is the logic behind "Last activity" & "Last visit"?

Hi,When pulling a segment csv export I have 2 columns, I don’t understand what they stand for. Q: What is meant by “last activity”?Q: What is meant with “last visit”? (Last visit is before last activity.) In the segments overview “Last activity” is defined as when someone last viewed something on the Communtiy platform: As only a few members have entered a “Last visit” timestamp. For many it is empty and I don’t understand why. The first date timestamps are years old, so it doesn’t seem like this functionality was added recently and only applies since.I have exported the csv from a segment in order to find out who registered and never came back after registration day, and we have lost early on in their Member Journey. Best, Lena

4 hours ago

Lena H.Veteran Rookie

Customer Communities (CC)

Is there a workaround to move comments out of a product Update?

Hi,We currently have one topic in our community which we would like to escalate to the next level so it reaches our Product Team. Members are commenting EVERYWHERE the theme pops up. In order to keep an overview and being able to work on the feedback, we have clustered the different aspects the comments are mostly focusing on. We have channeled the feedback in 4 Main Threads and will merge them into ideas so that our Product Teams can work with it in Ideation.Challenge: We have a few comments on several aspects in a Product Update which we would like to add to those 4 main Threads, depending on the topic. Is there some way to do this? I am aware that this isn’t possible directly, I already voted for @DannyPancratz idea: Best,Lena

5 hours ago

Wilder-ClariVeteran Rookie

Customer Communities (CC)

How can I embed an iframe into a Insided page

10 hours ago

Anks89Veteran Rookie

Customer Success (CS)

Fetch Survey Reminder Sent Date in a report

Hi, We have configured 2 automated reminders to get sent out 3 days after the original survey has been sent and unresponded. How can I fetch the dates when these reminders are sent in a report?

22 hours ago

CzarateRegistered User

For CSMs by CSMs

Best Practices examples

Greetings everyone! Our Customer Success Managers are seeking standardized topics to include in their cadence calls. While we are aware of the "Sightline Vault," which offers some best practices, these seem to be more akin to templates rather than a comprehensive content library. Is there a resource within Gainsight, such as GS university, community, etc., where they could discover something resembling a repository for this purpose?Thank you!

22 hours ago

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