Archive

Users wish the Timeline Subject not to be a mandatory field. It will be better that Subject has been typed automatically when users make an activity timeline from CTA's Timeline Tab.

Hi There, Currently, when load to SFDC rule fails with SFDC error, it gives the SFDC error code and number of record that got failed, but it would be great if we can have record id or the identifier id in the failed record sheet.       

Hi,   Our customer had a use case where they wanted to add more than 10 values to the includes filter. As it i limited to 10 values, Could the limit be increased? Please share your thoughts.

I understand that for reports on data coming from MDA, the date / time is displayed in Gainsight timezone (whatever that is defined to). I can understand that for system events but when you have data that has been ingested via one of the connectors (for example ZenDesk) it really doesn't make sense to display the date / time in a timezone different from the one the user logged in with. Is this being considered or planned for a future release? You currently store everything in UTC and then recalculate when pulling the report so it seems like it shouldn't be a stretch being able to set it to the logged in user timezone rather than the GS timezone. Thanks!

It would be great if there was an option to delete all the trash can items at once!  This would save a lot of time :-)

Post on Behalf of a Customer.   In SFDC Edition, attachments within CTAs can be enabled with the use of SFDC Chatter Groups. https://support.gainsight.com/SFDC_Edition/Cockpit_and_Playbooks/Admin_Guides/01_Configure_CTA_File_Attachments   In NXT, simliar feature hasn’t been implementated yet hence this request to add the feature there. One could possibly do attachments in CTA level timeline, but doing attachments with CTA view would make things more friendly and less clicks.

Currently exporting results from Survey 2.0 --> Analyze --> click export icon; you cannot select any additional fields. It would be helpful at least to have the email address included by default. The fields that I do see in which export by default are Participant, Company, Responded Date, Response Status, and the survey questions. Other fields that would be helpful include, Account ID, Contact ID if mapped and any other mapped fields for better reporting.

At Red Hat we use Google Docs folders for collaborative customer-related documentation.  If we had the ability to access a shared folder directly from within the C360 tool that would be huge for us.

It would be nice to use the member’s first name, assuming you’re collecting it, instead of the username in email notifications. (Hi Lila, instead of, Hi lila_meyer) It looks cleaner and more personal. 

Currently, It appears that when you sort cockpit by Priority that is just follows alphabetic sorting. The customer would like to be able to have high priority at the top which doesn't appear to be possible .

It would be helpful if we could view and sort Tasks by Due Date in the Cockpit view. Use Case: I have created a 100 Days to Renewal CTA that includes a Playbook of Tasks that should be performed over time. But once the Playbook is created, that CTA begins dropping down the list when sorting by Due Date (as the Due Date is the date the Playbook CTA was created). In this case, while a CSM may have a Task within the Playbook to perform, he/she may be unaware as the intial Playbook CTA has aged. Having a view of all Tasks and being able to sort them by due date would solve the problem.

What would be the best way to email the CSM an email that contains a digest of all CTAs that are due "within the next N days"?

When adding an Email task to a Playbook, it is currently rather difficult to search for the correct Email Template via the dropdown menu. The drop down menu does not sort templates alphabetically, by date updated, or any seemingly logical manner. I have hundreds of Email Templates located in CoPilot. Even with very organized naming schemes, it is frustrating to locate the Email Template I want to use via the dropdown. Can it be listed alphabetically, by template update (newest > oldest), or even better - include a search option?

During several of my chairsides, users have shown me how they use Outlook Calendar as a workflow tool.  You can see a screengrab of it here:  https://drive.google.com/open?id=13NsjbCtRJJ1qnl-CRW6rbGclTtTeMRzU The idea would be to redesign the calendar view such that planned timeline activities mimic the Calendar layout, complete with CTAs due at the bottom.  Furthermore, the user would have the ability to color code the various types of activities (e.g. Green would designate internal meetings, Yellow would designate weekly meetings, Red would designate QBRs, etc.). Thoughts on this approach?

Does anyone that uses the email to timeline have a best practice for the following? ​ We use the email to timeline religiously to track customer interaction with the CSMs in our Org. When we send an email to out customer we place it in the bcc field and it works like a charm. Our question is if anyone has a best practice for when the customer responds and the communication ends there. Clearly we would not want to email them back and bcc Gainsight but we need a way to efficently get that reply to stamp in timeline. Some CSMs copy it by hand and some forward it to Gainsight but it lands in drafts and with the new 50 draft limit it might get lost in the shuffle. This might not be something solvable right away but wanted to post in case anyone had some insight. ​ Thanks in advance!

We are syncing all of our activities back to salesforce but we have noticed that the activities, even if created from the R360 are related to the Account and not our Related object (Success). How can we change the mapping so that the activities created from the Relationship level are related to the Relationship level in Salesforce and not the account? This is very important for us because we are managing our customer only on the relationship level.

Posting on customer’s behalf:   Hey all!  Currently when performing X-Org migrations, we are unable to migrate the schema or data for system generated objects.  This is a currently limitation of the migration tool but we’re wondering if there’s any plan to allow for these objects to be migrated in the future?

Use case: When we have multiple engagements added in KC bot, I would like to target few engagements visible to particular accounts or users. With the current design, we don't have this ability, all the engagements added to KC bot will be visible to all the users. This feature can be handy. Thanks

Use case: We have several different roles that have different permissions in our systems and our clients are requesting that content displayed in the knowledge center bot be filtered out based on the role a user has so a lower level admin who doesn't have reporting permissions doesn't see any of our guides about making reports. I realize that you can put rules about role permissions in the individual guides themselves but that doesn't stop every admin on our system from seeing the guides listed in the knowledge bot. It merely prevents them from actually making use of the guides. Being able to apply rules to the knowledge bot is something that would be very useful to us and in truth we really need it if we're going to make use of other features like the feedback tab.

Hi everyone, Wondering if anyone has tried to use the feature guide (knowledge bot) yet? I've run into some pretty major issues, as well as just some inefficient and confusing pain points. Hoping that someone has some insights, as these are really show stoppers for us being able to use this feature. This is for the product formerly known as Aptrinsic. Major issues: Setting the engagement visibility for the items in a feature guide doesn't impact the visibility of the feature guide. I found that out when I launched the feature guide, ostensibly for testing, to myself, and everyone saw it 😞. There's no way to set feature guide visibility. Would have expected underlying engagement visibility to dictate the feature guide visibility, but that is not the case. Therefore, there is no way to test the feature guide. There are some pages on our platform such as code editor tools where the feature guide button displays over the top of the primary action butt

Use Cases:  Ability to Enable/Disable the Tabs (On boarding, Feedback) of the Knowledge centre bot. If the user don’t need to go through the on- boarding articles, then it would be better if we have the leverage to turn off the tab. Ability to display the KC Bot to only specific customers cohorts, For whom it is needed. With the current design, if we launch the KC Bot it will pop-up for every customer. So we don’t have the ability to customise the knowledge centre Bot. Ability to change the style/location of the bot with custom CSS/Code. Now, with the current design there is no option to update or edit the CSS code. We can just change the shape of the Bot. Unlike it can we make it possible to change the location of the BOT.    

Hello team and @harshibanka ,   It would be better to track the stats of the articles that which are being viewed. It would be nice if we can also track which article is being opened quite often and maximum times and which article is being opened minimum.  Presently we only track the stats of the engagements in the KC bot but not the articles in the KC bot.    thanks, Avinash.

Add relative filtering capability in data designer and reporting. An example: we were trying to run a report on MDA object that has customer and cases info. We wanted to count all tickets closed as of churn date so close date <= churn date which is not available today. There is only equal and not equal options available in data designer in the design step and not reporting step.

A customer of mine requested the ability to pick and choose which comments section(s) to show in the mass edit view for scorecard reporting. In this case, he wants to hide the comments for the overall measure but would like to see the comments for his other measures. I would imagine some customers might want the opposite.  Thanks!

When building Email templates, Having placeholder or building a email template with Meeting invites and calendar blocks will be great. many times. The use case we are trying to build is Leveraging Copilot feature to send communication to our internal employees. These emails are Training and  Enablement session communications that will have calendar blocks and meeting invites. This use case can be leveraged to use with account contacts / customers as well. Thanks! ~Lokesh