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.

   

2. Click Add New Content Source.

   

3. 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.

   

4. 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.

   

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.

NOTE 1

Review the settings in Rules if there is no progress in Crawl Logs.

NOTE 2

For Mamba '22 and newer instances, search isn't impacted during a crawl. However, in older instances, some documents remain inaccessible while a crawl is going on.

Once the first crawl is complete, click in Actions 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 after the selected date is indexed.

   

2. Use the Frequency dropdown to select how often SearchUnify should index the data. For illustration, the frequency has been set to Weekly and Tuesday has been chosen as the crawling day. Whenever the Frequency is other than Never, a third dropdown appears where you can specify the interval. Also, whenever Frequency is set to Hourly, then manual crawls are disabled.

   

3. Click Set to save crawl frequency settings. On clicking Set, you are taken to the Rules tab.

   

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'