Archive

Right now, the actions off of an item randomly sort.  When building a complex rule, this makes it very difficult to confirm the run order of the items. It would be great if a) they stayed in the order they would run and b) we were able to change said order after the items are built (like we were able to do in the bionic rules). This seems to be a key component that is missing in the Bionic rules engine.

It would be great if we had consistency within the rules engine.  Example; If I write a case expression with a date, I have to remember that this filter uses last n days. When I filter for an action, I have to remember it is subtract n days from rule run. This makes building more complicated to find the right, and this is within the same tool.

We are only able to map to text fields in the filters on dashboards in GS but I would love to be able to also map to dropdown fields for filters so we are not limited in what we can filter on in there.

It would be fantastic if we could save the mapping we complete for x-org migrations.  That way, if items fail, we are able to edit rather than start over. Use case: Sometimes, you are mapping dozens of fields and items, and this is a time consuming process.  This would allow better pinpointing of errors when applicable.

We love the idea of displaying the customer stage on the journey widget, but we are not able to load the historical date changes. We have not implemented stages until now so the field was blank when we started (which I imagine will be the same for any new Gainsight customer). It would be great if there was a stage history object where we could populate the dates that the stage changed for each customer so the widget could accurately track the true customer lifecycle both pre and post Gainsight implementation. 

Our org uses lots of data designs, maybe too much. We’re going to audit ours so we asked Gainsight support for an export. I think this would be a cool feature to add to your reports, maybe to the Feature Usage object. Having an export of all my data designs, along with all the metadata, will help me manage my Data Designs better. I’m extremely fine with that export delivered through a report.

I would love to leave internal team notes time-stamped in the reply stream so that other community managers can read them within the context of the thread. For example, instead of having notes show up at the top of the screen only, you could scroll through a thread of both replies and internal team notes to understand the chronological evolution of the post. Zendesk does this really nicely in their ticket queue! Here’s a terribly-mocked-up screenshot of what I’m picturing. Graphic design is my passion.   

Hi Team,RD Station‍ has got an use where they are creating a calculated field to calculated the duration between two dates.Here one of the time point is current date which is brought into picture using gstoday function as a result we are having calculated field inside calculated field.When we have this new field in in success plan configuration the Success plan layout is not loading and currently this is not supported.Since this is a valid use case I request product team to check and plan to implement the ability in future releases.    

Hello! I was building out our C360 layout and I was adding in the standard Account NPS Widget. Unfortunately you are not able to filter by fields on the NPS Survey Response object when using the widget. For example, if our company wants to only consider responses from ‘admin’ users using a field on the NPS object, we can’t do that. Having the ability to filter on fields on the NPS Survey Response object would be super helpful! Thanks,Philip Murray

There are several places in Gainsight, such as Connectors and Data Designer, that require an end date when scheduling.  They might also be required when scheduling Participant Lists in Programs.  As an admin, I would prefer to have the end date always be optional.  It is challenging to track when a job stops running and labor intensive to continue logic we have not intentionally stopped.  

HiIs it possible to have to import a CSV to define the audience of an engagement? Or a workaround for this?Use case: The users in PX are created the first time they log into our platform, and we have several FTUs engagements for them. We need to target them with an engagement with a Dialogue but one Engagement should exclude some users based on some attributes. As such, we can’t define the “is not” part of the audience within the platform because the users do not exist in PX, but we can source them from Salesforce. Currently we are exporting the report to a sheet file with a Fx to concatenate the addresses, copy paste from that concatenated cell and define the audience that way. Also, this is limited to x1000 emails, so when that threshold is surpassed, a new step in the audience is needed. We ha

Timelines notes do not allow us to paste table data into it.Also there should be the ability to add a sniping tool feature to add images/screenshots into timeline notes so that it can be easily viewable.Attachments into timelines are not easily viewable unless you click/download/open them. 

 This is applicable when adding a Formula to a transform through Rules Engine, the Add/Subtract date does not let you select from available number fields in the “value” drop down list. This was a feature in Bionic rules but somehow got lost with the release of Horizon rules. This is also not available in other areas such as Data Designer, Report Builder, and Data Management.  The use case I have is we have a “Renewal Term” field that defines the renewal term (12, 24, 36, ect.), I would like to add those months to the Renewal Date and update it through an Company update action when the renewal date is less than the span of the run date.

It would be great if we could customize escape characters in our S3 files.  I recently adapted a process where all three escape characters caused errors.  The reason for this is the 3 allowed escape characters are all common parts of account names. Being able to customize would allow us to overcome such errors without having to change automated processes around file uploads.

Sometimes contacts from the parent account (as structured in the SFDC hierarchy) join a meeting or call with the child account, but if that contact doesn't sit at the child account level in SFDC, we can't add them to the Timeline entry. We don't want to add duplicate contacts in SFDC, but do want to be able to accurately record who attended meetings/calls. Is there a workaround?

As of today, we can only enter static values for the add/subtract date formula in the data designer.Allowing a dynamic component to this formula by using a number calculated field, will give the ability for example to break the time frame of a multi year record, changing dates relatively and more.  

I was working with a customer and we found that when you have a 3rd variant in any template it will allow you to map the tokens but it will not save.  This only happens with variants that do not have a filter, which the system looks at it as unused in that case. I understand that point. I think we should at a minimum show an error or not allow the mapping until a filter is set.  

We have a few survey programs where we would like to only send email notifications to our leadership team when survey responses are negative OR anytime the participant leaves a comment. Conditional wait can already filter to the negative responses, but it appears any text field questions aren’t available in the conditional wait steps. I understand there isn’t a set selection of answers, but at minimum having a ‘is not null’ option would be a huge benefit. I could also see ‘contains’ being something we would utilize as well, although we don’t have a specific need for that today.

A very common data paradigm is to have destructive loads of your data.  This means that you want simply to copy the data source exactly and wipe out anything in the target table.  Today, Gainsight really only supports incremental loads with updates and upserts from what I can see.  What this does is create extra work for some data sets to flag them (e.g. soft deletes) or in some how indicate that they should not be considered in reporting or anything.  So this adds extra work for the admin to design a process to flag these invalid rows of data, but it also can require extra work for admins or others to ensure this data is filtered out.  While we understand that supporting this type of thing can be considered risky, but that should not block this type of functionality being available.  There are lots of risky things an admin could do (e.g. delete the entire table).  This type of functionality should have visible warnings and such when configuring it and maybe even permissions

I just created a few posts that after further thought doe snot make sense.  It’d be nice to be able to delete these posts myself to keep the thread/board clean, as long as there were no followup posts. Also, there doe snot seem to be a way to tag posts to the Community Platform/feature/product, only CS and PX when selecting “Product area”. 

There are a number of posts out there about unused white space and/or truncated field views, but I want to call specific attention to the Customer Portfolio widget.As an admin, all the backend areas where white space and/or truncated field views are incredibly frustrating - but it’s especially frustrating in front-end areas for end users. The Customer Portfolio widget in particular is frustratingBelow, I’m showing a CP widget with only four columns and the Service Delivery Tier field still doesn’t show the full contents - and when you hover over it is it at least 3 seconds before the actual value appears.  Of course I would normally have more columns than this, but just making a point of how ridiculous this truncation is.  Columns in this widget (and in all tablular reports) should dynamical

It would be great to be able to view Success Plan objectives & tasks in a table format, e.g. MS Project. This will reduce the number of clicks to view the task and insert an update to the task. Currently, this is a time consuming task for us and for our customers in updating the plan. In addition, when we are reviewing the Success Plan on a call with the customer, this will streamline the activity and reduce the amount of time spent updating the plan during our meeting.

I’ve run into just about every roadblock I can think of with this issue. I have a customer who wants to see a report of each individual who clicks on an email sent via Journey Orchestrator.  First, I was told that Email Raw Events was the place to go, which did seem to have the right information at least. However, this object is 5+ years old, and its main identifier is called “Batch ID,” which as far as I can tell doesn’t link back with any newer objects. What I need to do is take the info from Email Raw Events and merge some information from AO Emails into it, but for the life of me I can’t figure out what the common identifiers are, even after exporting a bunch of this data to Excel.  I’ve also tried Email Logs and Email Log V2, neither of which seem to get me where I need either. Help? Adding @bradybluhm’s summary:

Posting on behalf of a customer:Ability to Push more account level attributes from PX to SFDC.Account level : Number of users all time, number of visits all time, feature level usage data for multiple features (currently PX supports only one)

Hi Team,Currently, if the success plan is in draft state and if we try to open a CTA from report or from notification link its throwing an error – “The CTA you are trying to access could not be found as it might be in draft state or deleted or due to a system error.”As the error message is not referring to Success plan but referring to CTA, can we change it to “The associated Success plan is in draft state, so the CTA you are trying to access could not be found” it will make the customers easily understandable.