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hummingbirdjamesNew Participant

Issues with Customer Facing Assignments

My customer screen shared that they don’t have assignments under their name. However, when I log in, it shows that I’ve assigned tasks to them.

willpattersonInspiring

Anyone using SMS to text/engage with customers during Onboarding?

The customers we support LOVE engaging via text and we see much higher response rates when we reach out via SMS instead of email or phone.We currently use Zoom Phone, but it’s been cumbersome.Difficulties in associating conversations back to the SFDC Contact If PM’s out OOO - it’s not easy to route text’s to other team members. The App doesn’t do a great job of notifying our PM’s when a text comes inI’d love to know if anyone else is using SMS within their projects and what platforms/tools you’re using! I know Guide released SMS notifications, but we’re looking specifically to reach out, engage, nudge, ask questions, etc.

lhorrellNew Participant

How to use Sign Off

I created a task that I wnt my customer to sign off. When I click the Require Sign Off slider to turn it on, I am unable to save the task because it says I need to sign off at that time. I’m apparently not understanding how this works. Anyone able to set me straight? Thank you.

Greg AbtsNew Participant

Salesforce Report with Status Change Info?

Salesforce is the common tool that unites many departments in our organization. Because of this, I tried to incorporate Project Level Status Change Reasons/Descriptions into a dashboard but didn’t see those details in the GuideCX Projects report. Has anyone found a good way to incorporate those details into Salesforce?

jjmcdevInspiring

Introduce Yourself

Hi - I'm Jill McDevitt

Hey everyone,Welcome Dave to your new role - I’m sure you are going to rock it! You encouraged us all to do a quick intro so we can all get to know each other. So here’s all about me Career/Background: I’ve been around the block a time or two 😁 My first job doing customer onboarding work was in 1989 - before computers and cell phones. 😂 I just had my company car, my “daytimer” and my briefcase of handouts! (Oh and had to wear a dress and heels - Yikes!) Current Job: I work for SnapStream Media - the software that all of the late night shows use for their clips! I started with the company in 2022 and took over the GuideCX platform and now I do all of the Onboarding and User Training for the company.Little Known Fact About Me: My stepdaughter was on Survivor - and I appeared in the closing credits on the night she was voted off. (I am sadly not on IMDB 😂)Favorite GuideCX Features: New Custom Fields Customized Project Layout Recipe Builder - Auto Project Creation from GuideC

icooperNew Participant

GUIDEcx Inspiration

AI Efficiencies in Projects or Data?

I’m sure I’m not the only one who is getting asked about how we can improve our AI usage at their company. Since guideCX is a critical platform for my teams, I’m curious if anyone has started to leverage AI to help increase efficiency in the use of the guideCX platform? I’m not necessarily sure where the value could lie directly, so any out of the box use cases people would be open to sharing would be really cool to hear. Would love to get some inspiration 🤓

jjmcdevInspiring

GUIDEcx Inspiration

How do you handle meeting scheduling for projects in GuideCX?

One area that I consistently struggle in my GuideCX Project Plan is interacting with the customer to schedule their Implementation Kick Off and User Training meetings. I’ve been striving to keep all of my communication with the customer coming from GuideCX if possible - so it reflects the total picture of the history of the project. I have a task that is assigned to the customer called Schedule your Implementation Kick Off Meeting!” and in it - I have embedded a Calendly Link to my calendar so that they can select an available time that works for them. But I have found that I have a better response rate for scheduling if I utilize the Calendly feature where you can actually insert availability that they can select and schedule quickly. So sometimes I reply to the task email from GuideCX and add that availability if I haven’t heard from them. Can anyone share how they handle meeting scheduling with their customers through the GuideCX project?

cmelanconParticipating Frequently

Customer Roles + View As (Labs)

Extended Team page load times with View As turned on

With the View As feature enabled, the Team page for most projects now takes 2-3 minutes plus to load, versus being instantaneous with the feature turned off.The fastest I have seen one load with the feature enabled is 28 seconds. Many take 2 to 3 minutes to load. They do eventually load, I haven’t gotten an error message.Load times seem to be consistent for subsequent viewings of the team page. I will do more experimentation and share anything interesting I find.

jjmcdevInspiring

Customer Roles + View As (Labs)

Can't Assign Roles - "Select a Role" Dropdown Greyed Out

I’ll admit I don’t have a lot of knowledge about how this module is supposed to work - but I need a little help on Assign Role feature. I’ve read the article Customer Roles + View As Customer - Labs and it doesn’t answer my questions. From the Team Tab for an internal team member, I am able to choose Assign Role from the Menu - but when the pop up window opens - the Select a Role dropdown is greyed out. Am I doing something wrong? I’m guessing that there needs to be a list of roles configured somewhere - but I can’t find it. What is the purpose of this feature? Since most of my team members are the same for each project, would I have to assign these roles on every project?

cmelanconParticipating Frequently

Customer Roles + View As (Labs)

Inconsistent presentation of team members with feature on vs. off

I’ve noticed some inconsistencies on certain projects checking out the View As Customer feature.We have an internal team member assigned to several projects but not assigned to any function. On one project, she disappears from the internal team list when View As is enabled. On another project, she shows up just fine.On another project, our onboarding manager is assigned internal project manager role, but she has not assigned herself to the Onboarding function yet. With View As turned off, the function shows as empty. With View As turned on, she gets put into the Onboarding function automatically. This is technically correct and what should happen, but we know it hasn’t been done according to the original view, so it’s strange to see.

hummingbirdjamesNew Participant

Issues with Customer Facing Assignments

My customer screen shared that they don’t have assignments under their name. However, when I log in, it shows that I’ve assigned tasks to them.

willpattersonInspiring

Anyone using SMS to text/engage with customers during Onboarding?

The customers we support LOVE engaging via text and we see much higher response rates when we reach out via SMS instead of email or phone.We currently use Zoom Phone, but it’s been cumbersome.Difficulties in associating conversations back to the SFDC Contact If PM’s out OOO - it’s not easy to route text’s to other team members. The App doesn’t do a great job of notifying our PM’s when a text comes inI’d love to know if anyone else is using SMS within their projects and what platforms/tools you’re using! I know Guide released SMS notifications, but we’re looking specifically to reach out, engage, nudge, ask questions, etc.

lhorrellNew Participant

How to use Sign Off

I created a task that I wnt my customer to sign off. When I click the Require Sign Off slider to turn it on, I am unable to save the task because it says I need to sign off at that time. I’m apparently not understanding how this works. Anyone able to set me straight? Thank you.

Greg AbtsNew Participant

Salesforce Report with Status Change Info?

Salesforce is the common tool that unites many departments in our organization. Because of this, I tried to incorporate Project Level Status Change Reasons/Descriptions into a dashboard but didn’t see those details in the GuideCX Projects report. Has anyone found a good way to incorporate those details into Salesforce?

jjmcdevInspiring

Introduce Yourself

Hi - I'm Jill McDevitt

Hey everyone,Welcome Dave to your new role - I’m sure you are going to rock it! You encouraged us all to do a quick intro so we can all get to know each other. So here’s all about me Career/Background: I’ve been around the block a time or two 😁 My first job doing customer onboarding work was in 1989 - before computers and cell phones. 😂 I just had my company car, my “daytimer” and my briefcase of handouts! (Oh and had to wear a dress and heels - Yikes!) Current Job: I work for SnapStream Media - the software that all of the late night shows use for their clips! I started with the company in 2022 and took over the GuideCX platform and now I do all of the Onboarding and User Training for the company.Little Known Fact About Me: My stepdaughter was on Survivor - and I appeared in the closing credits on the night she was voted off. (I am sadly not on IMDB 😂)Favorite GuideCX Features: New Custom Fields Customized Project Layout Recipe Builder - Auto Project Creation from GuideC

icooperNew Participant

GUIDEcx Inspiration

AI Efficiencies in Projects or Data?

I’m sure I’m not the only one who is getting asked about how we can improve our AI usage at their company. Since guideCX is a critical platform for my teams, I’m curious if anyone has started to leverage AI to help increase efficiency in the use of the guideCX platform? I’m not necessarily sure where the value could lie directly, so any out of the box use cases people would be open to sharing would be really cool to hear. Would love to get some inspiration 🤓

cmelanconParticipating Frequently

Customer Roles + View As (Labs)

Extended Team page load times with View As turned on

With the View As feature enabled, the Team page for most projects now takes 2-3 minutes plus to load, versus being instantaneous with the feature turned off.The fastest I have seen one load with the feature enabled is 28 seconds. Many take 2 to 3 minutes to load. They do eventually load, I haven’t gotten an error message.Load times seem to be consistent for subsequent viewings of the team page. I will do more experimentation and share anything interesting I find.

jjmcdevInspiring

Customer Roles + View As (Labs)

Can't Assign Roles - "Select a Role" Dropdown Greyed Out

I’ll admit I don’t have a lot of knowledge about how this module is supposed to work - but I need a little help on Assign Role feature. I’ve read the article Customer Roles + View As Customer - Labs and it doesn’t answer my questions. From the Team Tab for an internal team member, I am able to choose Assign Role from the Menu - but when the pop up window opens - the Select a Role dropdown is greyed out. Am I doing something wrong? I’m guessing that there needs to be a list of roles configured somewhere - but I can’t find it. What is the purpose of this feature? Since most of my team members are the same for each project, would I have to assign these roles on every project?

cmelanconParticipating Frequently

Customer Roles + View As (Labs)

Inconsistent presentation of team members with feature on vs. off

I’ve noticed some inconsistencies on certain projects checking out the View As Customer feature.We have an internal team member assigned to several projects but not assigned to any function. On one project, she disappears from the internal team list when View As is enabled. On another project, she shows up just fine.On another project, our onboarding manager is assigned internal project manager role, but she has not assigned herself to the Onboarding function yet. With View As turned off, the function shows as empty. With View As turned on, she gets put into the Onboarding function automatically. This is technically correct and what should happen, but we know it hasn’t been done according to the original view, so it’s strange to see.

chrishaleuaCommunity Manager

Customer Roles + View As (Labs)

View As and Team Builder beta available for activation in Labs

The wait is over! After a lengthy internal alpha that was extended a few weeks longer out of an abundance of caution for anything authentication and authorization related, View As is now available for Opt In in Labs today. We look forward to your feedback.

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