Archive

Druva Inc mentioned that, they want to see in status page if we have any issues on Infra side like queue load etc. So that they will plan accordingly to send JO programs. For example, syncing takes more time when we have infra issues, if we display those in status page every customer can plan their schedules accordingly.

There should be a way to set up a rule to allow emails from BCC to timeline from specific users be associated with specific accounts. This way if there is one contact associated with multiple accounts, it will map to the proper account depending on the sender.

Referring to the columns that appear when searching for a contact in the Email Assist TO: line   It would be helpful if admins could control the fields that display in the pop-up, specifically around job title or role fields, to be certain they are selecting the correct contact without having to refer to the contact list in a separate window.

It would be great if we have a mechanism to auto map the filed names, once the target object is selected in Rules Action. Something similar to the UI in ETL Tools.  

It would be good if you provide a provision to create Calculated Fields for custom fields in CTA or any System Objects.

We use various measures in the scorecard which depending upon the score should be green, yellow or red. Also, we want to display the actual score. So, we decided to adopt the numeric grading scheme. The drawback of numeric grading scheme is that it allows the ranges for colors for all measures and does not allow to configure different ranges for different measures

To provide better visibility into potential engagement conflicts, it'd be helpful if the Engagements List View included the engagement's location and/or page that it's targeted to. Right now, I have to click into the individual engagements to see the location in the app that the engagement will appear.

It will be helpful if we can store URLs in the Customer 360 Comments field. This will allow a user to store any relevant links in the comments field. The answer I got from the community does not solve my issue. That answer is at: https://community.gainsight.com/360-company-relationships-14/does-gainsight-allow-me-to-store-urls-in-the-customer-360-page-38057?postid=41426    

Hi All, I noticed  the timeline enhancements made it more cumbersome to add a comment to scorecards than it previously was (see below). We review our Scorecard Mass Edit report during a monthly meeting, so we need the ability to add or update comments quickly.   Old Method for Adding Comments to Scorecards New Method for Adding Comments to Scorecards   As you can see, there are several more steps required to add a comment than there was previously. Can we decrease the # of clicks needed here? Maybe allow for more in-line edit capabilities again (while continuing to track the change in timeline on the back end)?    Thanks! Kate

I'd like a way to archive old playbooks as opposed to simply deleting them. This would enable us to go back and review them to either revive part or all of them.

When we want to de-activate an old CTA type, we need to re-assign the old CTAs to a different (active) CTA type before we deactivate them. But this is a weird behaviour since you would want to keep the old/closed CTAs as it is for reporting purposes. Why do we need to reassign all the CTAs to a different CTA type even when they are closed in order to deactivate a type?

There is currently an "Active" checkbox for CTA Reasons, however once the reason has been applied to a CTA it cannot be disabled. It would be great for this checkbox to allow for the reason to show/not show when creating a CTA. The problem: When implementing Gainsight we didn't fully map out all CTA Types and associated Reasons. Now we have a long list of irrelevant Reasons available to 'All' CTA Types. This makes reporting difficult and the end user experience poor as there are too many options, many of which are irrelevant for the CTA Type selected. I've also been looking into Mass Edit, however there is no way to update the CTA Types on existing CTA's, so I cannot align types/reasons as needed.

It would be helpful if we enable the Path of a column in Success Plan Field Configuration, we are showing in NXT not in SFDC Version.  

It would be great to be able to log in to the Gmail Plugin without being logged into Gainsight in another tab.   I noticed that if I am not logged into Gainsight already, the login to the Gmail Plugin crashes.   As you have to log into your Gainsight account in the plugin, it doesn’t make sense that you should have to be already logged into Gainsight in another tab.   It would be great to not have this dependency for the login.

When uploading an image, it wouldl be great to set the specific size. So editing the image pixel height and width. That way, we’re able keep our images uniformed.  Also, enabling a sort of click to enlarge or click to zoom feature on all images would be fantastic too.   

Now that we have the ability to view audit logs on fields that exist on low-volume objects, we should be able to report on them too. This ability would really make this feature a must-have and would help curb the need to create entirely new snapshot MDA objects from scratch, which require quite a bit of Admin effort and knowledge to create and maintain.    My use case is that a customer on our NXT edition needs to be able to track a field on the relationship object and trigger a program once a relationship changes its status from Field A to Field B. With SFDC’s field tracking ability, we could do this pretty easily. In Gainsight, it’s not possible at all using our audit logs.    Note: this is a little different request from @marcelo’s post regarding an audit trail, although I think the two ideas could be merged. 

Hi All,   Include a ‘Post to Global Timeline’ checkbox to allow the admin to have the option to show it or not when using comments from Set Score functionality.   We recently leveraged Bionic Rules to migrate older comments/data to various newly deployed Scorecard 2.0 measures. Though the migrated note shows on the Measure Timeline; the account global timeline does not entry/include the note with the bread crumbs shown when the author = System Admin. i.e. Scorecard Name > Scorecard Measure Author: System Admin    - Note   Now this makes sense. It makes sense that all of our hour/daily based rules do not post to timeline muddying up things.  But in the case of migration of data — I thought that it would be an interesting suggestion to toss up.   There may be more use cases where this is helpful; this was just one example we ran into in innovation mode.   Cheers, DB

I worked with a customer who has exactly posted the query like this: ‘In the company admin c360 layouts for the person field and the field/values shown. I'm trying to remove the "Comments" one from the "DETAIL VIEW". I can select "Comments" and delete it and save the change but when I go back in, "Comments" is added back at the top.’ Further investigation showed that standard and system fields cannot be removed. Customer wanted to know why does it allow removing field without a prompt that because of this (system or standard) field type this cannot be removed.

I am speaking with a customer who would like to be able to use a measure to overwrite a Group Score with an exception. As of now I know you are only able to use exceptions to set overall score, will this ever be possible at the Group level?

The current scorecard weighting configuration only allows fixed/static weightings. I've heard of many customer requests where a dynamic/calculated scorecard weighting would be beneficial. For example, Support-related scorecard measures to be weighted based on the total # of cases opened by the customer/relationship. Also, weightings calculated by ARR, segment, or any other metric.

On our Scorecards, we have a measurement "Usage" which is calculated by two Sub Measurements "Call Volumes" and "User Volumes".  As with the overall account healthscore, we would like the ability to add an exception so that if EITHER Call Volumes or User Volumes are red, Usage is automatically set to red.

We're looking to set up an exception in GonG based on the Dear group score. Do we have the ability to setup scorecard exceptions from group scores on the roadmap?

I had an issue come in where a fairly big client that does SFDC Account Merge fairly frequently. In SFDC, after a merge all of the loser Account IDs through lookups in objects gets updated to the Master which is good. However, I found out that the MDA would still look at the old ID making a big chunk of data disappear of reports. I feel this could be a big problem as we are storing MDA such as relationship scorecards, email logs, and a lot of other things. For the client that had this issue, they didn't even know it was happening. Kevin

Posting on Behalf of Customer and a concern of my own. There is a senario where an organization does SFDC account merges in SFDC, objects that have a lookup to account will have Account IDs update automatically according to the winner of the conducted Merge. However, given all of this is taking place in SFDC, all data collections with Account ID in MDA does not follow suite. There will be orphan records which would affect reporting and usage data. Usage data as an example, if you merged Account A who had history of data into Account B (B being the winner) reports will show blank. For scorecards stored in MDA, Company object won't update or remove the loser, so dashboard reporting will show some unintended extras.

Team, When we navigate to Data management or Preview the Setup Rule, In few cases we get an error like “Session Id is invalid & Query is not valid” due to the session Id cached in the browser has expired. For a workaround we are requesting them to clear cookies & cache to resolve this issue. Can we handle these exceptions by refreshing the session token automatically or logging out the user instead to showing these error. From Data ManagementFrom Setup Rule Preview