Archive

We have a need flag internal objectives/CTA in a GS to hide them from Customer when working in real-time sharing screens and in the C360

Hi!We are doing some rework in our Gainsight Home dashboard.I know that it would provide a lot of value to have CTAs that are due today available directly in the dashboard. Is this possible?

Risk Reason should default to blank and stay required. This helps in correctly assigning risk reason and being deliberate about it. Currently, mandatory fields only come into play when you are closing the risk. But what about reporting on these risks while they are open - most of them will have a default risk reason which will be wrong and therefore will not be an accurate representation of reason behind the risk CTA.A couple of issues here:We want the CSMs to select a Risk reason. I can default the Risk Reason to the n/a value, but this still does not force them to select anything.  The list of Risk reasons is not sorted in the order we've defined in the admin console. 

Unless there’s already a hidden setting (in which case why is it hiding?), can the Live Data toggle for Gainsight Home personalization be defaulted to “On” and not “Off”? I’m sure load times will suffer some, but considering personalization shouldn’t be an every day thing, I think the priority would be to have a WYSIWYG experience by default. If someone is in there every day re-arranging things and page load times bother them they can toggle it off.

Our team recently purchased the Zendesk/Gainsight connector, and while we love a lot of it’s functionality there is one big miss for us. We are heavy users of Relationships and many of our processes depend on the CTA being on the relationship level. We’d love to use CTAs to facilitate certain handoffs from support of our product success managers who use Gainsight, but can’t when the only option to create CTAs is account CTAs.

We use Success Snapshots to generate a baseline QBR deck for our CSMs. Since we’re a Global organization, our CSMs who operate in countries where the primary language is not English need to edit all of the reports manually to update the language.  It would be great if there was an option to export reports in multiple languages so they don’t need to go through this time consuming, manual step. 

We have a lot of backlog of email communication in our CSM’s (and SAM’s) Drafts folders in Timeline but other than reminding CSMs to check their draft folder and clear them, there is not a way for admins to monitor or report on this field. And unless you are also an SFDC admin you cannot log in as the user in Gainsight, to see how many or what drafts they have waiting. Would be great to either have and/all of the following:a way to report on all comms stuck in the draft folder for everyone an automated notification with a weekly/monthly report sent to us from Gainsight a way for GS admins to log in as a user

I would like to be able to find a feature based on typing the URL that would be in the URL rule. This allows you to find all features that say match a portion of a URL rule. Also helps find if a page has already been mapped. So rather than just searching the name of the features, the search feature should search the URL from the URL rules as well. 

It would be very nice if we can have the option to have a collapsed or lower profile view of the customer journey widget in addition to the current view.  Then have it be configurable to define the initial view upon loading the page.  We like the customer journey widget, but the amount of space it takes up is not ideal.  This was also stated during the beta feedback.  The idea here would be to have a version of this widget that takes up very little space, but can still convey there was events at certain times.  Then give the option to click on events to see detail or the option to expand the view to show the current state of it.  I am thinking like a milestone chart with circles on it or something as the collapsed view.  

Hi allWith @Bosco, we discussed how we might be able to automatically write an update date (datetime) stamp on a company field when a field in the Company object is update with real time rules and external actions.We have noticed that:When you “click” on a multi-select picklist field in C360, and it opens the dropdown with the checkboxes, even if you DO NOT modify values, when you exit it triggers an update event.  When you do the same on a single picklist, it DOES NOT. It also does not on string fields. I can easily understand why, however, we’re looking for a way to update a timestamp field when a value is “refreshed”. A value may not change, but it may need to be refreshed or confirmed as “still being true”. A bit like what the Health Score allows us to do, to refresh a manual measure and to consider it as an update even if the value doesn’t change. I know that triggering u

Currently, we can see bot interactions to identify users that have clicked to open the bot. It would be great to know if users are interacting in other ways as well. There are the available features for a user to drag the bot widget and to resize the bot window. It would be beneficial if the Analytics would show if users are utilizing those features.We’ve been debating using a UI Element as an anchor rather than the GainsightPX widget, but the UI Element option doesn’t allow for dragging or resizing to be enabled for the user. We’re wondering if anyone is using the dragging or resizing, but we don’t have any visibility into that. cc: @JPKelliher @Gainsight2022 @woodlande @w

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Our Product org uses Productboard but expects end users to go a step further after creating a Note and link insights from within the Note mapping to Product feature sets, as well as establishing the “Importance” while doing so. The Gainsight integration does not appear to allow users the ability to go this extra step, therefore use of the connector would require users to create the Note through Gainsight and then still navigate to the Productboard to create the insight links, which doesn’t save any effort on the part of a CSM.I fully understand this would likely be a herculean effort to accommodate - unless something already exists of which I am not aware (though I haven’t seen it documented) -  but without this capability (and the limitation of

From customer: We were wondering if there’s a way we can have an option in the future where we can require a specific Timeline Activity to be submitted as a prerequisite to being able to close out a specific CTA. To elaborate on the use case, we want to instruct CSMs move a certain CTA to status Closed Invalid under specific circumstances. However, we want CSMs to submit a timeline activity explaining why it's invalid before they're able to move the CTA to Closed Invalid.

Hi Team,Currently, All the activity types are shown up under C360 section. It would be good if we have the ability to restrict the activity types based on the C360 layout that we opt.Use Case: We are using different Activity types for different verticals and all of them are showing up under timeline section which is causing some confusion for CSMs. It would have been good if we had the ability to restrict them based on the C360 layout that is assigned to that company.  

We have a lot of CSMs that like to download/export report data and use in Google Sheets. Unfortunately, many of our CSMs do not have Excel licenses and therefore have issues with the current report exporting functionality. If the ability to email the export to yourself existed as an option it would allow for CSMs to easily open from their inbox in Google Sheets. 

The new C360 summary is fantastic but one missing widget is a relationship health view. If I am looking at the summary of an account it would be great to see the health of each product / service on the summary page and also have this widget quick link to the Relationships section

Currently when building a Scorecard Mass Edit Report, the lookup field of “Score Modified By” is not available, but when you build a Standard Report on the Unified Scorecard Fact - Company/Relationship, the lookup field is available: Scorecard Mass Edit Report:Standard Report: This would be very useful data to have alongside the Mass Edit data to get a big picture of the data together with the ability to edit scores.

Hi, We are running several specialized groups and would love to create an application form as part of the group approval process. For example, we have a group for professionals with 7+ years experience, it would be great if we could ask them ¾ questions to confirm they have the right experience and to ask what they hope to get out of the group. Thanks!  

I think adding the ability ability to update or disable notifications for a certain subset of users (e.g. based on license type) would be very valuable,

Background: Some customers have multiple knowledge bases (ie. internal vs. external, basic vs. engineering, etc.). Fore example, one customer of mine uses HigherLogic and ThoughtIndustries, both of which are actively in use.  Problem: While we can set up multiple knowledge base integrations with PX, a KC bot can only draw from one knowledge base at a time. This means that customers must either choose between their knowledge bases even when both are relevant to the same KC bot, or create multiple KC bots that appear at different times or locations in order to make all KB content accessible in their application. Request: Allow one KC bot to surface content from two or more knowledge bases at a time. 

When using the S3 destination for bulk data exports, additional user or account attributes can be added to the export by adding additional audience 'Group By' fields. When these fields are added, they are displayed in the resulting CSV output in some pre-determined order, causing pre-existing fields to shuffle position. This breaks data ingest configuration in downstream tools, and complicates data export. Ask: please allow for column ordering in the bulk data exports table so revised exports don't break existing downstream data ingest configurations.

In Email Log V2, the Clicked Url and Clicked IP are now stored in a JSON field in the Link Clicked JSON and those values must be extracted from it. In Email Logs (Email Log V1), the “Clicked Url” is the last Clicked Url so this field will be updated as many times as the end user clicks it in an Email. Whereas in Email Log V2, the “Link Clicked Json” is appended with the Urls whenever the end user clicks a Url in an Email. Similar to Email Log V1 the new field in Email Log V2 will be updated, but the Json supports multiple Urls.The issue is there is no function that allows us to extract all the records/fields from the Json. It would be great if we add a function in Data Designer (and maybe other areas of NXT) to extract all the data from the Json, i.e., url, clickedCount, ip, or a child object with discrete records/fields for the extracted Json values so they can be accessed directly.

I have a resolved issue with Support that might be of help to others in the future so I am posting this here. We had a feature that was not tracking events yet everything seemed to be configured properly. After much trouble shooting we identified that Feature URL rules have a specific flaw that will make it fail to capture the events. You may not use a wildcard (*) before a period (.) at the start of the URL (untested in the middle)Example: *.company.com/page*    will not work as it has a (*.) at the beginningExample solution: *company.com/page*   by removing the period (.) we have resolved the issue and the feature now tracks the events.  The reason for posting this

It would be great to have an image as a background on blocks in the new Email Template drag and drop editor rather than just colors! This would help stay aligned on brand guidelines more closely.