Archive

We have a Subject field on the existing Log a Call in Salesforce that is a drop-down with our own custom values. The Subject field in Gainsight is just a free form text field. How do we get the values from the SF Subject drop-down to show in the GS Subject field? Also, if we are to implement this change, what is the best approach to avoiding overwriting the existing Log a Call subjects that have already been entered in GS?  So basically, Subject on Activities is a special "combo" field that acts as both a Text and a Picklist field. You can modify the fixed list of subjects by going to Setup > Customize > Activities > Task Fields > Subject Also, if you want to enforce the picklist side of the Subject field and not allow users to enter their own Text subject, you could create a validation rule: But when coming to Gainsight Activity timeline: Subject field, it is a normal text field. 

Hi All, Can the following that I entered as a question be entered as a product enhancement?  Thanks!

Within the client contact in C360. Is there a way we can make the relationship box editable making it easier to add a new contact to multiple products from the C360 page. Screen shot below shows the box that we would like editable or opened for a multi-select drop down auto feed using the product list. Darshana Shah

The ability to upload other systems outside of Powerpoint, as there are CS teams that use other systems such as Keynote. Therefore it would be helpful if we are also able to upload .key documents to Gainsight for Success Snapshots to be used. 

Team, It has come to my attention via the support channel that it may be beneficial to apply multiple Success Plans for one customer into one Success Snapshot so that the PPT can have multiple slides that cover each Success Plan for that particular customer. Are there any technical limitations or drawbacks to implementing this? Thanks! Josh

We had a User create a reoccurring Event CTA with a playbook attached, but used the wrong one. Is there a way to use Mass Edit or another method to Remove / Replace / Add Playbooks in bulk?

Most customers have a different way of naming their working environments (Production, QA, Stage, etc).  It would be helpful to be able to name the environments in PX to align with these.   

Gainsight PX requires you to pause an engagement when you are doing things that shouldn't be customer facing. I'd like to see the ability to do the following without having to pause the engagement: Change the name of an engagement while it's live without pausing Be able to preview guides (make eyeball available) without pausing. Often, I just need a screenshot or to show other team members what the guide looks like and I have to pause it in order to do this. Currently on dialogs you can click on the preview eyeball when the engagement is live but the same option doesn't exist on guides (you can only edit guide in-app).

I see that all InSided communities would benefit from a dashboard that would give us an overview on the email notifications sent to communty members.What I would like to see and track would be:How many notifications have been sent (overall and per template) How many community members have opted out of the emails (overall and per template) Email open rate (if possible) bounce rate (how many emails bounced)In addition to this I would love to be able to track whether community members click on the links - maybe sending an event to Google Analytics would be an option here? If I add a link myself I’ll of course add a UTM-tag, but that’s not possible for all of the links.I’d be happy to discuss this idea further :) 

It’s super important to have images/screenshots from the community posts when converting them to Zendesk tickets.At the moment, I make lightshot screenshots myself, upload them to the cloud and just insert links 🤯

We have ‘likes’ but these are often used to agree with a comment, or instead of a reply.  Could we consider a ‘super like’ button, where users are able to choose this instead of the standard ‘like’, for special occasions when the quality of the post is high?  That helps newbies to a thread focus on these quality comments (not just the ‘best answer, sometimes there’s multiple in one thread) and can mean we offer more points for quality contributions vs comments and likes, which are often more noise then signal…..

As an administrator attempting to update and configure our field mappings for our Company object (or any object), we have a plethora of fields available for mapping. It would be nice if we could SEARCH for a field part of a field name in this list in order to locate a value instead of scrolling and scrolling and straining my eyes 🙂 Can this please be considered from a UI ease of use standpoint as well as a time-saver?

What is the expected behavior if the dataspace from a data designer workflow is used in a Program and a field is removed/changed with the data designer workflow?I made an update to a workflow and removed/added fields. The dataspace object was updated and after which I needed to update/rebuild some reports in Report Builder that no longer displayed data due these changes. However, in Journey Orchestrator, the Program that used the same dataspace continued to be active and did not report errors but did not continue to sync. Editing the query builder provided an alert that a field had been deleted and so tasks had to be re-saved.Should there a notification when a field used in JO Program is no longer available/deleted or should the Program change the status from Publish to Paused/Draft?

Users often forget even after I beg, to check off their E2T settings to log to Company and not Relationship. This causes issues when it should be a global setting on an admin level from the start. 

With the new Timeline update, some of our users are commenting that the body text is tiny and are asking if there is a way to resize. Do we have any options here?

Working with a customer who had used a different survey tool historically and is asking if they can pull this survey data from the past into Gainsight in some fashion so that it's available for use within Gainsight. Is this possible?

We're new to Gainsight and would like to hear from other customers who have used the API or S3 Connector to send information from Intercom to Gainsight, and vice versa.

In C360, you can add Tags to a customer. You can also bulk assign them using the Customers tab. Is there a way to import tags to apply to certain accounts?

Search should support the ability to lookup company<>relationship - ie company name relationship name in same bar. 

When adding boolean fields to 360 sections, it’s sort of tough to immediately distinguish checked and unchecked values. (example in screenshot)It’d be easier to quickly identify true and false values if there was a higher color contrast or a different color for fields marked true.    

When you share a private link it pulls the community meta info vs the topic itself. We’ve had a workaround (see attached image) to add context for recipients during our private beta pilot, however, as we get ready to launch a hybrid public community we’ll have to change this meta copy to support SEO.Is there a way to have separate meta info for private link shares so we don’t lose the context between sender and their recipient?

We would love the ability (at times) to control or enter how many CTAs we would like to fire, mainly when we are testing new email templates and playbooks.  Use Case:AB Testing: We find ourselves doing more AB testing to validate if CTAs and/or engagements are providing value to our customers.  When we do these AB type of testing, we would like the ability to fire a batch of CTAs with one playbook/email templates and another batch with another set of playbooks/email templates.  Right now, we have to manually go into the rule and fire the CTAs either based on CSM or Company Name starts with ‘A’ in order to get a subset of CTAs to fire.   Ideally, if we can somehow have functionality in the rule where we can state how many CTAs we would like to fire on the Actions section, it would make life so much easier for these types of test.  

Is it possible to create a custom CTA view for the cockpit that filters to only CTA’s that are created from the tasks from a meeting timeline entry of a certain type? We want a view that shows open tasks from a specific type of customer meeting, e.g. SBR. So I would need to filter on a field we have on the timeline entry for the type of meeting (drop-down). Thanks

I have a customer that would like to be able to update more CTA fields / create if not already in place. For example adding updates the the fields they have in the CTA groups.   

It would be great if users could save some number of custom global filter settings in renewal center. This would primarily be intended to benefit managers, leads, or other roles that need to bounce between a variety of settings with relative ease. This would enable these users to more easily focus their view on a specific team, segment, etc… which they may need to view regularly, rather than having to recustomize their global filters regularly.