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Thomas DeelyRegistered User

Customer Communities (CC)

katie_bChampion

Cheat Sheet Data ReportingNew Idea

Our team is loving the new Cheat Sheet functionality. One additional use case we’ve identified is to aid in our leadership risk reporting. We’d love to see a way we could pull in the content from the Risk/Issues section into our leadership risk reports. I think this is more comprehensive than just the Risk CTA Comments and a better summary view than showing all risk update timeline activities.This is just one use case, but ultimately seeing a refreshed data pull section by section that could be tied into other reports would be a huge benefit!

7 hours ago

darkknightGrand Slammer

Scorecard Trend Indicator is misleading and should be configurableNew Idea

Looking at our Scorecard Mass Edit report it appears as if all scores are trending flat. I read in this document that the trend indicator is looking at the Current Score and Previous Score to make this determination. Looking at a sample account, I see the Current Score and Previous Score are the same thing: Apparently this is because the scorecard updates the Previous Score nightly: "On the first day of the current week, the most recent Scorecard bar shows previous week’s score. For the rest of the week this bar shows the closing score for the previous day, which was recorded when the Scheduler executed (11.30 pm UTC). This is called the most recent score bar. The bar on the left of the most recent Scorecard bar, stores the final score that existed a week before." This is where it gets confusing for our CSMs, because we update all but one of our Automated Scorecard measures weekly, on Mondays. So on the Scorecard section of C360, they see the "Current Score&quo

7 hours ago

dayn.johnsonAll Star

Dynamic JO needs additional data types if we are not allowed to do Custom Field Mapping.New Idea

Title says it all. This issue (lack of Custom Field Mapping) was addressed in a post that’s hidden behind the private Dynamic JO beta group walls. It has not been solved, and it is (and will continue to be) a major pain point until a solution is implemented. @vmallya, is this something that’s on the roadmap to be re-released in dynamic JO, since the feature was present in advanced JO and was removed? Seems to be a pretty common use case.When building case fields in the dynamic JO, we’re only allowed to choose from three data types (number, boolean, string). This becomes an issue when we then try to map those case fields to an email field in the template. Those fields (as strings) are only available in the name fields. For comparison’s sake, in advanced JO, this was never an issue, since we were able to quickly map those strings to an email data type (or any other data type available in the Custom Field Mapping). Would it be possible to add additional data types in the Dynamic JO Ca

8 hours ago

kellyMVP

Customer Success (CS)

Data Design Previews Don't Function as Expected

The Data Design preview function, more specifically the Merge Preview function, is borderline useless. Maybe 1 out of 20 times will the preview actually generate anything. Is it because the merge has 0 results? Is it because I merged on the wrong fields? Maybe I have the wrong join and it should be left instead of right?Impossible to know without fully running the data design, and if you’re working through multiple joins within a design you have to join a potentially non-functioning merge into the full data set - whereas if the preview actually functioned as expected I could adjust as needed without having to complete the design. When working with large data sets, it’s extremely time consuming to always have to run a DD for each Merge to validate the output when the Preview feature should function. I don’t remember having this issue so often in the past. Lies

8 hours ago

MelissaCChampion

Customer Success (CS)

KPI Report Per CSM Per Quarter

This is probably a dumb question, but I need to pull Q1 & Q2 data per CSM for our KPI report & I’m just not totally sure how to get that… I already have Q3 & Q4, but the person who did the first half of the year didn’t save it:(I appreciate your help!

8 hours ago

david_rudolphRegistered User

Calculate the Median in ReportsNew Idea

We would like to be able to calculate the median in reports. Currently, the aggregation options include: "Count, Count Distinct, Sum, Min, Max, Avg." In datasets comprised of extreme datapoints, average is not the best option to understand the data, median is a more reliable measure. In speaking with Support, it is currently not possible to calculate the median, but I think many would find this useful.

9 hours ago

BraydenGainsight Employee: Shoshin

Activity Sync GS to SF Task External Attendees mapping optionsNew Idea

Hi team, Currently, when setting up the Activity Sync from Gainsight to Salesforce Task, we have the default fields set which are uneditable. It would be very helpful to have the option of where the “External Attendees” field is mapped to as some businesses use the “Account Contact Relation” (ACR) object in Salesforce as their “Company Person” source of truth and the “Contact” object in Salesforce as their “Person” source of truth. Currently, the “External Attendees” field is set by default to be mapped to the “Name ID” field, which looks to Contact and Lead. If the customer has the ACR ID in their Company Person External ID field in Gainsight, the Activity Sync will fail.

9 hours ago

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Thomas DeelyRegistered User

Customer Communities (CC)

Is it possible to open a new tab from a quick link?

5 hours ago

MelissaCChampion

Customer Success (CS)

KPI Report Per CSM Per Quarter

8 hours ago

darylardRegistered User

Customer Success (CS)

Filter Categories for Moderators when posting article

Does anyone know the best means to filter community categories from the Moderator when posting articles to prevent posting to non-desired communities?

10 hours ago

bryanpaulShoshin

Product Experience (PX)

Is it possible to launch Knowledge Center from a separate engagement CTA?

Hello, My team is working on a new knowledge center / welcome engagements for one of our products. In the welcome engagement, we are welcoming first time users and giving some detail on the product. From there we are utilizing a CTA to use the knowledge center which is at the bottom right hand corner. Is it possible to target a custom event, or link that we can assign a CTA button within the welcome engagement to actually launch the knowledge center into an open state? Having that functionality would be so impressive as it would make the engagements seem like they interact with one another for a good experience. I appreciate your help in advanced. Thanks!

10 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!

17 hours ago

mcookseyShoshin

Customer Communities (CC)

How do you manage your moderation queue?

Curious to know how other admins manage their moderation queue in the admin portion of the site.When you read an item -- or manually mark it as “read” -- it seems to disappear from the queue (at least until a new comment comes in). I’d like to maintain a zero moderation queue list, and I am curious if others do this, and what the most efficient way is to work in the moderation overview section.

1 day ago

dstokowskiGainsight Employee: ACE

All About Pulse

At Pulse 2024 Join Kat Kenny and Denise Stokowski for our discussion about the partnership between CS and Product

Kat Kenny and I will be sharing what we do here at Gainsight to stay closely connected and collaborating between CS and Product. And, of course, we’ll sprinkle in some of how we leverage Gainsight products to do that. We won’t only talk about our products I promise! We’ll cover our processes, learnings and ways we continue to evolve that partnership

1 day ago

sjacobi123Shoshin

Customer Success (CS)

Is there a way to invert axis in chart?

We currently have a usage scoring metric where 1 is best and 5 is worst and we have created a trend chart to see usage over time. However, because we cannot invert the y axis the data looks backwards and is misleading. Is there a way to invert the axis data to show this appropriately? We are able to do this in other platforms to show correctly

1 day ago

grindrodeRegistered User

Product Experience (PX)

NPS Surveys and how are people using them to get the best response rate?

Here is IRIS we would love to start sending NPS surveys via Gainsight so any information from anyone using these on how they do this to get the best response rate would be much appreciated :). Things like at what point in the user journey does the survey pop up, and is a user able to dismiss and look at the survey later and also can it be pinned (not dismissed) until a user selects the score (other feedback could be optional...) and average response rates that you have seen.Thanks in advance!

2 days ago

taylorfrissRegistered User

Customer Success (CS)

Can you pull User Login History from the Gainsight API?

We would like to pull User Login History or at least Last Login Date from the Gainsight API, to facilitate internal reporting. There are things in G360 that aren’t calculated how we want them to be and we would like to centralize our software adoption reporting internally.

2 days ago

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Ability to Cross Post between subforumsOpen

Honor Recipient Opt Out Preferences in Emails Sent from CTAsNew Idea

Cheat Sheet Data ReportingNew Idea

Scorecard Trend Indicator is misleading and should be configurableNew Idea

Dynamic JO needs additional data types if we are not allowed to do Custom Field Mapping.New Idea

Calculate the Median in ReportsNew Idea

Activity Sync GS to SF Task External Attendees mapping optionsNew Idea

Customers changing the game

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