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hummingbirdjamesNew Participant

asked in Product Q&A

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.

16 hours ago

willpattersonInspiring

asked in Water Cooler

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.

1 day ago

lhorrellNew Participant

asked in Water Cooler

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.

1 day ago

Greg AbtsNew Participant

asked in Product Q&A

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?

7 days ago

cmelanconParticipating Frequently

asked in 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.

14 days ago

jjmcdevInspiring

asked in 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?

14 days ago

cmelanconParticipating Frequently

asked in 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.

14 days ago

SCFancherNew Participant

asked in Product Q&A

Duplicating/Copy an existing project

Is there a way to take a copy of an existing Project you have previously created and use that to make a new project? I am looking for a way to take a Project (and all the corresponding templates) and make a copy of it as a starting point for a new project.

15 days ago

dparedesNew Participant

asked in Product Q&A

Can there be multiple boards for one project?

I would like to add a board to an existing project to track technical deployment activities only, there is currently a board to track the delivery tasks -- can there be multiple Plans for one project?

17 days ago

jjmcdevInspiring

asked in Customer Roles + View As (Labs)

View as Customer - Project Not Showing in the Project List - but Main page is showing tasks & notifications

So I went in to view as my customer Tom Thorson. On the main page it showed all of his open tasks and ours - everything that he should be.I clicked on the Notifications in the left panel - and that is showing fine. But when I click on Projects on the left - it says he doesn’t have any Projects

24 days ago

blstrockParticipating Frequently

asked in Product Q&A

Support??

Hi- Is there anywhere I can get to Support without actually logging in? I don’t see anywhere I can find a support email address. My issue is with being able to log in, so I can’t get to the tickets or chat.

28 days ago

annaliseNew Participant

asked in Getting Started with GUIDEcx

Can you add a customer logo after the project template has been created?

Hi there, I feel like a crazy person because this answer feels like it should be obvious. I created a new Project from a template and skipped over uploading a logo assuming I could do it later when I have more time and now I can’t figure out how to do it. Is it even possible? When I go to Edit Project Details I don’t see this as a possibility, but I am still relatively new to the platform and definitely not an expert yet! Thanks in advance! Best, Anna Lise

29 days ago

jjmcdevInspiring

asked in Introduce Yourself

A Little About Me

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

29 days ago

LifesimplyjbNew Participant

asked in Introduce Yourself

New to Guide CX

Glad to be a part of Guide CX. My name is Jeff Baird and am looking forward to seeing how we are strengthened by this project management.

29 days ago

ElanInspiring

asked in Integrations Hub

Using the Managed SFDC Package - How do we map fields?

Our team is currently using the managed package (we have recipe builder). I was wondering if anyone had any ideas on how to create a recipe that populates one field in SFDC. Maybe a batch upload? Any tips are appreciated!

1 month ago

kylegrussellNew Participant

asked in Product Q&A

Manage project team through API or recipe

The current recipe options and API endpoints only allow us to add a customer or internal team member to a project. We are unable to automate adding or removing anyone from the project with an assigned function. Is that something coming soon or that will be provided in the API updated here? I’m also curious about expanding the webhook events to trigger when a project team member has been added or removed from a project.

1 month ago

ElanInspiring

asked in Product Q&A

This Template Analysis Math ain't Mathin' - please help!

I'm looking at the template analysis report - Efficiency (I’ve filtered down to the template I’m analyzing)I have 9 completed projects, the average duration is 47 days. (At least that's what the report is telling me - see screenshot below)However when I look at my 9 completed projects, add them up and get the average it shows me 32.3 days? I’m not math-magician, but can someone help explain this?My Math: 17 + 45 + 48 + 36 + 11 + 35 + 60 + 38 + 57 = 291 days total / 9 completed projects = 32.3 days on average.

1 month ago

mayresNew Participant

asked in GUIDEcx Inspiration

blstrockParticipating Frequently

asked in Product Q&A

Buttons not rendering properly in Outlook Desktop

Brand new to GuideCX. Does anyone else have issues with the Task status buttons rendering properly in the Outlook Desktop application? It’s cutting off the text in the button unless I really zoom out to ~60% in the email. Works completely fine in the browser version, but this seems like a pretty significant flaw in a very common application, and most of our team and customers use Desktop.

3 months ago

EHillKnown Participant

asked in Product Q&A

Microsoft Outlook error - Does not recognize the reply-to address as valid

Has anyone run into issues with being able to respond to GUIDEcx tasks via email in Outlook?A customer I am working with advised that they are unable to directly respond via email as outlook will not allow the "respond via" email. The reply-to address seems to be the issue, its not being recognized as a valid email address. Is this maybe something their IT may need to add to an allowlist? Im pretty unfamiliar with Outlook so I’m not sure where to get started in trying to help them resolve this issue.

3 months ago

bnpguidecxInspiring

asked in Product Q&A

How to refresh the Task Screen that I am on?

When I am on my task screen, and I refresh the page, the task list goes to my default task view.What is the proper way to refresh the task screen, with the filters that I’m using at that moment?

3 months ago

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