General FAQ

Updated 1 month ago by Angelo Matheou

Why am I Locked into the Products Setup Page?

Your Gainsight PX subscription has not yet detected any of your application's users/events.  This means that initial installation is not yet complete.  Follow the appropriate link below to get Gainsight PX working with your application:

Does installing the Gainsight PX tag impact the performance of my Web Application?

The Gainsight PX tag is responsible for (among other things) sending your user's usage data in real-time back to Gainsight PX via our tag's auto-track capabilities.  The tag tracks every user event to provide in-depth usage analytics and to allow a future backfill of usage.

The tracking calls will not impact the performance of your web application as these calls are queued when users interact with your app as non-blocking asynchronous calls to avoid any potential latency. 

The tag can support different level of tracking in case there’s a desire to reduce the amount of tracked user events. We recommend to start with auto-track to gain initial visibility to every user interaction before considering filtering out events. 

Does Gainsight PX support SPA and MPA?

Yes!, Gainsight PX supports both single page applications and multipage application tracking and in-app guidance.

Use the Navigation tab in any guide step to let it know in case it needs to redirect or the application will redirect (MPA)

Does Gainsight PX support web applications that use iFrames?

Yes! The Gainsight PX tag has been carefully developed to support iFrame based web application in the same way as a standard Multi-Page (MPA) or Single-Page Application (SPA). 

Just be sure to install the tag in your main iFrame as well as any/all other iFrames that are being used in your web app!

Learn more on iFrame installation

Does Gainsight PX support either or both SFDC Classic and Lightning based applications?

Yes! The Gainsight PX tag is configurable to work with all flavors of Salesforce.com (SFDC) based applications, including SFDC Classic and SFDC Lightning.

Learn more on SFDC installation

What if we are behind a firewall?

When configuring your firewall to allow Gainsight PX as a trusted source, please use the steps outlined below:

1. Use our site's domain names instead of a particular site IP address, as IP addresses can change frequently and without notice. Please configure hostnames to recognize any subdomain of:

*.aptrinsic.com

2. Enable HTTPS (port 443) for the domains above.

What is Product Mapper / Product Tree?

Product Mapper is the Gainsight PX Feature that allows your team to define the structure/layout of your web application.

You'll use Product Mapper to build out your Product Tree so that you can organize/classify those features in your application that you want to report against, individually or as aggregates under each module or sub-module.

Once you create your Product tree, you'll use Product Mapper to assign your web app's events (i.c. clicks, link clicks, page visits) to correspond with those features in your Product Tree. 

This is all done via the Gainsight PX UI as a one time setup so that your team can now report on features & roll them up to modules that make sense. You can always change/update your product tree as new features get added or your UX gets updated.

Minimize Chatty Tracking on Non-Production Environments

You can create a tag per product or per environment in Gainsight PX to experiment or filter out tracking calls if that bothers QA/Engineering.

You can also filter out calls in debug mode by typing -esp in the debug console:

Security Tracking Features

Gainsight PX also supports additional Security Tracking Filter options to allow you to exclude or mask some of the tracked data on specific urls, url patterns and query parameters. Click on the link below to learn more:

Security Tracking Features

The data in Audience and/or Account Explorer does not look right?

Gainsight PX will show and report on the user/account data that is being sent to it when the user logs into your product.  

More specifically, as part of the initial Gainsight PX installation, your dev team added a javascript code snippet (or connected Gainsight PX to your Segment.com) which will send the user/account data of the user that is logging into your web application (see Step 3 of the Getting Started with Gainsight PX guide)

If you believe the data showing in Gainsight PX is incorrect/missing, your dev team will need to "fix/update" the data at the source (i.e. your database) and only then will the data also get updated in Gainsight PX the next time the user logs into your product.

What happens when there are multiple engagements that are triggered for a user?

Gainsight PX will never show more than one engagement to the user at a time so that the user experience is preserved. Therefore, there is a priority order set up to decide which engagements take priority, it is as follows:

Dialog has highest priority
Guide has second highest priority
Slider has third highest priority

If there are more than one engagement of the same type, Gainsight PX will chose a random engagement of that type and then will show the next one the next time the user triggers again.

Can I see multiple hotspots on the same page while each hotspot representing a different engagement with a different flow (hotspots and tooltips)?

No. The platform will never show multiple engagements at the same time (i.e. same page) to retain user experience. You can see only one hotspot at a time. Once you finish the first guide or navigate away from the page, only then you can see the next hotspot.

Can I setup two engagements on a same page? For example: Explain a Feature when a user lands on a page, and then once the user finishes the task (and on the same page), display a survey engagement to the user asking for a “Rating”.

Yes. You can achieve this use case by creating two engagements:

  1. First engagement will be the explainer that explains the feature (via hotspot, dialog, tooltips). You can use animated gif’s or videos to drive the explainer.
  2. The second survey engagement can be set up to launch when the user completes the task. (i.e. set the audience to trigger when user clicks on the Save button or when they land on the ‘task completed’ landing page).

How does PX choose selectors ?

  • If there is an ID available for an element, Gainsight PX will choose that. If not, Gainsight PX uses another CSS selector.
  • Gainsight PX creates CSS selector based on three Document Object Model (DOM) attributes:
    • ID
    • Class
    • href
  • If we do not have unique attributes, Gainsight PX falls back on nth child. If you have an attribute that is unique (i.e. Your unique DOM attribute in your settings), we will use that in conjunction with any IDs.

How clicks are measured in In-app engagements (Ex: Dialog)? What constitutes a click ?

Only Clicks on links inside an engagement constitutes as a click and not buttons.


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