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Community Insights in Gainsight NXT Overview

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Gainsight NXT - Articles Impacted due to July, 2023 Release

IMPORTANT UPDATE: Our documentation is being updated to match the new July 2023 release (v6.37) navigation changes. Technical Communication team is working diligently to align everything as soon as possible. Thanks for your support.

For more information about the latest UI changes, click here.

 

​ This article explains how the community data has been brought into Gainsight Application for CSMs and Product Owners to collect information. 

IMPORTANT 

You might notice some changes in the document. These changes include modifications in naming conventions and images. We strive to ensure the accuracy and relevance of the document; however, please be aware that some information may have been updated or revised since its creation.

Overview

The community is a space where the users and builders come together to discuss a product, share ideas, suggestions, and pain-points with each other as well as the product builders. In addition, The integration of community data into Gainsight helps Customer Success Managers (CSMs) and Product Owners to collect information from the community and drive customer success. The following sections explain how to set up and use the integration.

Prerequisites

Before using the integration, the following prerequisites must be met:

  • Customers must have both an Digital Hub and Gainsight license.

  • Admins need to create a support ticket with their Digital Hub tenant ids for Gainsight to establish the connection from the back end. This will later be automated. 

After the connection is established, the user and their activities, and community members and their activities, are synced to Gainsight. Compliance with customer data is ensured. This information can be used to drive customer success through community drivers.

Community Metrics in C360

Key Features and Benefits to have Community Insights in Gainsight’s C360:

  • Drive health scores by enriching company profile and C360 with community insights
  • Create actionable insights based on powerful machine learning focused on analyzing community data and identifying user sentiment
  • Identify super users and drive digital CS practices with user segments from Community
  • Notify CS with long pending requests and ideas that need attention and carry sentiment from key stakeholders

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CSMs can also personalize the Community section in C360 based on their requirements.