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lane_hGainsight Employee: Golden Ruler

Creating Risk Playbooks for Managing Risk

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk. The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later). When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

24 minutes ago

JKucekGainsight Employee: Shoshin

Deliver Customer Success

Leveraging Collective Wisdom: Key Insights from Gainsight's Healthcare Brain Trust

We recently hosted the first of our four part Healthcare Brain Trust series bringing together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions in a collaborative environment. Key Themes included: ✍🏻 The importance of understanding and implementing effective customer health scores and the challenges and opportunities associated with data sensitivity and privacy. 🙌🏼 We also explored the value of having clear definitions for metrics that resonate across different departments to ensure a cohesive strategy. 💪🏼 We discussed the ongoing need to adapt and refine health scores based on actual customer experiences and the potential benefits of segmenting these scores according to customer maturity and product lines. I look forward to continuing our discussion on May 21st and going through some practical applications, as well as tackling some of the challenges we identified.

48 minutes ago

VIjayasailesh KaturiRegistered User

Ability to create Timeline Activities under CTA through Outlook PluginNew Idea

Hi Team,At present, we can record timeline activities to C360 and R360 via the Outlook plugin. However, we lack the capability to directly log timeline activities under a CTA through the Outlook plugin. Can you please incorporate this functionality into the product? Regards,Vijayasailesh

50 minutes ago

MelissaCChampion

Customer Success (CS)

Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

1 hour ago

lhooperRegistered User

Scheduled enrollments/unenrollmentsNew Idea

Our customer courses run for 4-week (or other duration) intervals to allow for participants to be assigned to a live trainer who responds to their activities and questions. It would be nice to be able to let people purchase a course for a future start date and then have their enrollment automatically enabled on that date. Then, 4 weeks later (or whatever the designated end date is) unenrolled automatically.

1 hour ago

lhooperRegistered User

Ability to review test questions prior to submitting testNew Idea

We use the dynamic quiz functionality for certification exams. Users cannot go back and review prior answers before submitting their exam. Since this is a high stakes exam, our learners express frustration over the fact that this is not an option.

1 hour ago

arminfpopGainsight Employee: Team Captain

Platform Styling

Basic Custom CSS & Third Party Scripts (TPS) Functions

While the inSided platform offers you a great deal of built-in and code-free customization functions, you may want to leverage Custom CSS and/or Third Party Scripts (TPS) to further create a truly unique experience for your users.If you require direct assistance with this or you would like to explore more complex use-cases for customization or integrations, please reach out to our Professional Services team. They will be able to work with you to create amazing experiences for your end users. You can contact them at insidedproserv@gainsight.com. Custom CSS and Third Party Scripts will need to be maintained by you. Our Support Team is not responsible for creating scripts, maintenance of scripts, or adjusting of existing scripts that may stop working correctly. We recommend to have a developer on-hand to support you.We recommend using your sandbox / staging environment to test new Custom CSS before implementing it in your production instance. This will ensure that you do not adversely aff

4271

2 hours ago

nburkeVeteran Rookie

Customer Success (CS)

Milestone shows on C360 not R360 even though Associated to Relationship

I had a timeline activity MILESTONE added to the C360 account. I associated it to the Relationship R360 account and clicked update. The timeline for the R360 does show the timeline activity there, but the MILESTONE flag on the Customer Journey shows up on the C360 and not on the R360 Customer Journey. In order for me to get that to show I would have to copy the timeline entry and re-add another Milestone Activity Type (then go back and delete the old one). What am I doing wrong?

2 hours ago

sdrostgainsightcomGainsight Employee: ACE

Meetings & Office Hours

Tuesday US Admin Office Hours (CS Platform): May 7, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for today’s Tuesday Admin Office Hours session on Tuesday, May 7, 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, May 7, 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

2 hours ago

Marc.HoganShoshin

Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

I created a user group in user management. This group is required for a custom homepage and dashboard. When typing a name for this group in the assignment search field nothing appears. It has the same setting as a previous group which is available in the search. Appreciate any input.

3 hours ago

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MelissaCChampion

Customer Success (CS)

Horizon AI - Takeaways

Does this only pull over Sentiment?Thanks!

1 hour ago

nburkeVeteran Rookie

Customer Success (CS)

Milestone shows on C360 not R360 even though Associated to Relationship

2 hours ago

Marc.HoganShoshin

Customer Success (CS)

New User Group not available in Homepage Configuration/Dashboards

3 hours ago

BevyProductRegistered User

Product Experience (PX)

KKellumRegistered User

Customer Communities (CC)

SSO

Hello! We are currently using the Token method for SSO for our users, which only allows for one "Login URL". However, we will soon have multiple domains within our product that users will be coming to our Community and we need to be able to add multiple Login URLs so that users from both places are able to SSO in. Does anyone have experience with this in their Community? I was told by the Gainsight engineering team that their SSO settings only support a single login URL for each protocol but suggested I ask the Community in case others have a solution. thank you!

7 hours ago

Al MRegistered User

Customer Success (CS)

New JO builder template version analytics not updating

Hi all, We are experiencing some issues with the program analytics when it comes to the new JO builder. Specifically when checking the stepwise report, we’ve noticed that when filtering for the email template version the data does not update and remains static. I.e. CTR, Open rates, Delivery rates. Whereas with the legacy version of the JO program analytics you can gather this information at the email template version. Has any else noticed this issue and know of any possible workarounds?Our teams need this data to understand engagement across different versions/languages when it comes to email campaigns. Thanks a mill!

8 hours ago

EvaVeteran Rookie

Customer Communities (CC)

Duplicated Event: Status does not change to "published" and adding event to featured topics widget does not work?

Hello!I just discovered this:I duplicated an event (the new feature) in Control. (First, I couldn’t find the duplicate/draft, because draft events are on the bottom/in last page of the entire list in the event overview😅)After I published the duplicated (and slightly updated) event, it was still marked as draft in Control.I double checked and hit “publish now” several times.The event was already displayed in the upcoming events tab in the community, but the status was still “draft” in Control. Only after a while, the status was “published”.→ how long does it take to change the status in Control? Then, I wanted to add this event to the featured topic widget on the home page, as usual. But it cannot be found. I checked several times. Even if I paste the entire correct name, I cannot add the event to this widget:→ is there a solution to this? Does it take a while, too? Thanks!

8 hours ago

JustinJ6Registered User

Customer Success (CS)

Does Success Snapshots allow Notes to be populated

Hi,Does Success Snapshots allow admins to also populate notes or will that need to be manual? If possible, I think it will save our CSM’s a lot of time when presenting on key data instead of reading the powerpoint.

13 hours ago

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Ability to create Timeline Activities under CTA through Outlook PluginNew Idea

Scheduled enrollments/unenrollmentsNew Idea

Ability to review test questions prior to submitting testNew Idea

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