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Hello! We are looking to lock the CTA’s down to only have the CTA owner or anyone with a managers attribute to be able to close the CTA. Is there an easy way to accomplish this that anyone else has employed? 

As a company we do not use Microsoft PowerPoint by default.  This makes using Success Snapshots challenging. Would like the ability to pull in a Google Slides presentation, given a URL to format the Success Snapshot template, then provide ability to import directly back into Google Drive as a slides presentation.  Don't know if that's possible but would be a big value to us.

Hi Community!    I’m looking to move our CSAT surveys to be sent through Gainsight. Gainsight is great at reporting the score responses (1-5), but I’m struggling to be able to calculate the Satisfaction Score %.  Satisfactions Score % = # of satisfied responses (score = 4 or 5) / # of total responses I can get static scores by using Data Designer; however, that’s not scalable, particularly if we want to view the data by.. CS Segment CSM Quarter Changes over time Etc.  Has anyone else found a good way to calculate and view this data in Gainsight? 

I think it would be cool to do a standard CSAT survey question, similar to our NPS question.  This format could have a range that is set in Gainsight Administration, but once chosen maybe its semi-permanent, with a warning that changing it breaks historical data. The key to this is having an object that owns that data once submitted, tying it directly back to the Survey Participant and Account records, very similar to how our NPS responses are set up. Advantages?  Customers who create CSAT type surveys can now quickly and easily build reporting that takes advantage of the quick relationship between Survey Participant and Account.  There is a lot of quick, meaningful reports that I can build off the NPS Response object.  However, to build a CSAT report, I have to either 1) build a data space or 2) dump the data into an MDA table.  Either way, its not clean because of how we store the answers in Gainsight. Even expanding on survey reporting or dashboards doe

Depending on a survey response, we would want to give a different playbook, but the CTA generation in a program does not give the option to add multiple actions or criteria like you are able to in rules

We have a long article coming, with lots of small tidbits. It would make navigation of the article easier if there was a way to create a “table of contents” where we can create links to certain points within the article. 

We run rules more than once in a day and hence use scheduler. Sometimes we see records updated several times in the day and serves the purpose of the rule. However there are some days where we have no activity and hence the resulting records are “zero” and it does not make sense for the rule to run. If it runs for zero records, we also seem to be losing the history. Ideally having it run only when there is 1 or more records and tracking the results (pass or fail) would make sense.

Our Gainsight instance is based in the EU, however sendgrid is based in the US and we have some customers who do not allow us to send their data (email addresses, names) outside the EU, which means we can’t contact them via emails through JO :( This is going to become more common with our EU/EAA based customers too, so will become a bigger issue for us. Are there any plans to partner with a provider based here also (or have sendgrid use EU based servers for your EU using customers?)Thanks, 

Hi All,Currently If we export Audience/Account Data, all the columns data is getting exported instead of only the selected columns. But it will be very helpful if we can give option to export the selected columns. Regards,R Satheesh

Often when I create an engagement, I don’t want to start with one of the templates. I end up choosing a random one and then deleting all the information and replacing it. It’d be nice to start with a blank step.

Quite a number of our team are frustrated with the Add Person functionality in Gainsight. It's come up several times over the past monthsAttached is an exchange that happened recently, and also a suggested way to resolve the frustration. Name blacked out for privacy, of course.It would be great if the Add Person workflow was smoother.  

When i change the due date for a objective CTA in a success plan, it just only cascades the date adjustment to the tasks under the objective CTA but not across all CTAs’. Am I missing a configuration?

We are trying to reference the Outcome fields from an Activity on the timeline in a new report, but the successful/unsuccessful options have a data type of dropdown. Because of this we are unable to complete the reporting we want.Please add this and other report types to the group by > formula > data type options.Thanks!

I really like how CTAs, timeline activities, relationships and customer objects are hyper-linked when you bring in a particular field into a report/dashboard (name, subject, etc.) so that you can navigate directly to C360, R360, timeline activity, CTA, etc. directly from the report/dashboard. Would be great to extend this functionality to user names and have a page for a “user profile” (or User 360 if you like) so you can easily see person’s title, reporting tree, email, etc. all accounts they manage (if they are a CSM) and other relevant data on user.Currently I pull names associated with an account into reports but to figure out who the person is people have to look up name in another system which is inconvenient. 

Currently Success Plan notifications are centered around the assigning and status change of the CTAs themselves. We would like to take this a step further to enable our consultants to auto-schedule and get notifications on the various action items in the Success Plan. With the current functionality, if we have a success plan for each client, that means the consultant will have to not only create the individual objectives but then also add them to their overall calendar (Google). Cockpit just isn’t as user friendly or visually helpful to seeing all of the upcoming action items/meetings. It would be cool if we could feed the objectives into a list of reminders/events on the calendar. Is this an upcoming functionality of the calendar integration with GSuite?

We have a channel where people around the company can engage with the Customer Success team. There are some great questions and conversations.The question I don’t like is “who is the CSM for _____” which is, of course, data that they can source on their own.What I’d like to do is be able to invite the Slack integration to this channel and have it subscribed to the message event and basically listen for that phrase. It can then come back and offer to help the user directly, as well as offering additional insights to the customer. We could reduce the CS work to reply, get the requester a faster response, and actually create more awareness of the data that is available through Gainsight.

It would be very helpful from if it was possible to sort and search columns of aliased values in Report Builder. For example, being able to sort an aliased column of booleans by Yes/No instead of true/false.  The same applies for grouping and pivoting. 

I understand that once a Program is launched you cannot change Participants, steps in the Program, such factors. However, you SHOULD be able to change the Email Templates that are being used in any future outreach in an Active Program at any time prior to the send date/time.

Updating contacts is painfully slow and difficult with a small side panel. Is it possible to update via table or at least increase the size of the panel to eliminate all the vertical scrolling?

User would like to have Folders for email templates in the same way as that of Journey Orchestrator.  

Hi. Can we have a Revert/Reset back option in Rules Fetch task like how we have in Reports. Screenshot:   And right now the preview option is working like Save option. Once we click on preview first the task is saved and then it is showing the sample data.  So unfortunately if we remove any filter in the live and scheduled rule and click preview it is saving first. So that may effect the entire rule logic. Recording: https://share.getcloudapp.com/JrubZrWY   Thanks.

Hi.When we apply the Aggregations on Datetime field in Rule the Output data comingup with Daetime, whereas in Report showing Date only. So just want to know is this expected behaviour or am I missing something.Ex: I am using Activity Timeline Object in rule and report with Max of Activity DateReport Screenshot: Rule Preview Screenshot: Thanks.

Does Gainsight (CS/NXT) provide a data connector for Eloqua? If not, are there any plans to introduce this functionality in a future release? 

Hi Team, We have a custom field on an activity type where the drop down options are cut off as per current design. Can we please wrap the text or have some other way to view the full option? 

We would like rules engine rules to be able to scope items edited/created within the past x hours (e.g. in a Post to Slack external action)- but we can only limit based on days today, even if the value is a timestamp.