Use Gainsight Customer Communities as a Content Source

Gainsight Customer Communities (formerly inSided) is a popular online community platform that serves as a single hub for everything self-service. If your customer community is on Gainsight Customer Communities, you can integrate it as a content source in SearchUnify.

PERMISSIONS

  • Make sure you have admin privileges in Gainsight Customer Communities. Only admins can generate Client ID, Client Secret, and API Base URL, all of which are required to authenticate the content source in SearchUnify.

  • SearchUnify ignores permissions for Gainsight Customer Communities, which means that anyone can access the community data.

Establish a Connection

  1. Navigate to Content Sources and click Add New Content Sources.

  1. Under the Authentication tab, enter the following details:

    • Name. Assign a name to your content source.

    • Client URL. Enter the Community URL of your online community.

    • Language. Select the content language of your community.

    • Client ID. For instructions on obtaining your Client ID, refer to the documentation Obtain Client ID, Client Secret, and API Base URL for Authenticating Gainsight Customer Communities.

    • Client Secret. Consult the same documentation for acquiring your Client Secret.

    • API Base URL. The same document will guide you in obtaining your API Base URL.

    • Email. Enter an email address that has access to both public and private categories in your community. This is important as the community categories are determined by the account associated with this email address.

  2. After entering the necessary details, click Connect.

Upon successful establishment of the connection, you will be guided to the next step: Set Frequency.

Set Up Crawl Frequency

The initial crawl is manual and should be executed once the content source is configured. Select a start date from the Choose a Date dropdown; only data created after this date will be indexed. Choose "Never" in Frequency and then click Set.

Select Content Types and Fields for Indexing

  1. There are five objects in Rules > By Content Type: Articles, Conversations, Questions, Ideas, and Events.

  2. Click on the edit button from the Actions column to view and edit the fields in an object. Editing is not recommended for users other than Admins.

  3. Switch to By Categories. Use the alphabetical index to find categories. The letters highlighted in blue indicate a category. For example, KB articles is shown under the letter K. Use the checkbox to select the categories for indexing and click Save.

Find and Replace

Users on the Q2 '24 release or a later version will notice a new button next to each object on the Rules screen. It resembles a magnifying glass and is labeled "Find and Replace." You can use this feature to find and replace values in a single field or across all fields. The changes will occur in the search index and not in your content source.

Fig. The "Find and Replace" button on the Rules tab in the Actions column.

Find and Replace proves valuable in various scenarios. A common use case is when a product name is altered. Suppose your product name has changed from "SearchUnify" to "SUnify," and you wish for the search result titles to immediately reflect this change.

  1. To make the change, click .

  2. Now, choose either "All" or a specific content source field from the "Enter Name" dropdown. When "All" is selected, any value in the "Find" column is replaced with the corresponding value in the "Replace" column across all content source fields. If a particular field is chosen, the old value is replaced with the new value solely within the selected field.

  3. Enter the value to be replaced in the Find column and the new value in the Replace column. Both columns accept regular expressions.

    Fig. Snapshot of Find and Replace.

  4. Click Add. You will see a warning if you are replacing a value in all fields.

  5. Click Save to apply settings

  6. Run a crawl for the updated values to reflect in the search results.

After the First Crawl

Return to the Content Sources screen and click in Actions. The number of indexed documents is updated after the crawl is complete. You can view crawl progress in in Actions. Documentation on crawl progress is in View Crawl Logs.

Once the first crawl is complete, click in Actions to open the content source for editing, and set a crawl frequency.

  1. In Choose a Date, click to fire up a calendar and select a date. Only the data created or updated after the selected date is indexed.

  2. The following options are available for the Frequency field:

    • When Never is selected, the content source is not crawled until an admin opts for a manual crawl on the Content Sources screen.

    • When Minutes is selected, a new dropdown appears where the admin can choose between three values: 15, 20, and 30. Picking 20 means that the content source crawling starts every 20 minutes.

    • When Hours is selected, a new dropdown is displayed where the admin can choose between eight values between 1, 2, 3, 4, 6, 8, 12, and 24. Selecting 8 initiates content crawling every 8 hours.

    • When Daily is selected, a new dropdown is displayed where the admin can pick a value between 0 and 23. If 15 is selected, the content source crawling starts at 3:00 p.m. (1500 hours) each day.

    • When Day of Week is selected, a new dropdown is displayed where the admin can pick a day of the week. If Tuesday is chosen, then content source crawling starts at 0000 hours on every Tuesday.

    • When Day of Month is selected, a new dropdown appears where the admin can select a value between 1 and 30. If 20 is chosen, then content source crawling starts on the 20th of each month.

      It is recommended to pick a date between the 1st and 28th of the month. If 30 is chosen, then the crawler may throw an error in February. The error will be “Chosen date will not work for this month.”

    • When Yearly is selected, the content source crawling starts at midnight on 1 January each year.

    Fig. The content source crawling starts at 00:00 on each Tuesday.

  3. Click Set to save the crawl frequency settings.

  4. Click Save.

NOTE.

The Frequency crawl operates as a manual crawl, not an update crawl. This means it re-crawls data from scratch each time, based on the selected date.

Webhook Support

Webhooks enable SearchUnify to receive real-time events from Gainsight Customer Communities, allowing for immediate updates to the SearchUnify index. If you wish to utilize webhooks, please submit a ticket to us for deployment. The available webhook events are limited to the following:

  • 'article.Liked',

  • 'conversation.PostContentChanged',

  • 'conversation.Liked',

  • 'conversation.ConvertedToIdea',

  • 'conversation.ConvertedToQuestion',

  • 'conversation.ConvertedToArticle',

  • 'question.PostContentChanged',

  • 'question.Liked',

  • 'question.ConvertedToConversation',

  • 'question.ConvertedToIdea',

  • 'idea.ConvertedToQuestion',

  • 'idea.ConvertedToConversation'