Archive

I check the timeline from the app every day to look for the activities logged from the team. However, it is not possible for now to add comments or tag people whereas it is feasible in the desktop version. Is this planned to be released soon? That would be awesome!!!! 

Currently, we have the ability to enable survey flattening by putting a request into support, support passes the request to Ops, Ops enables it, and then the customer is able to turn on Survey Flattening for whichever surveys they'd like to apply it to. My thought/question is that if there has ever been any discussion around having this enabled by default for customers?  This would eliminate the process of having it turned on manually, as customers typically learn about survey flattening in the middle of trying to troubleshoot survey reporting across our multiple survey objects, and having it turned on manually would eliminate a pretty major step. Thanks

We'd like to create a seamless brand experience for our clients by maintaining and consistent look and feel (more than just colors & logos) across all communications - including surveys.   Is it possible to add capabilities to so that we can apply custom HTML/CSS coding to a survey and/or survey template to ensure our brand is delivered consistently across all touch-points?   A WYSIWYG option down the road would be even more helpful.

We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?

We have enabled ‘Allow sending emails directly from CTA's’ feature in Email Configuration for direct email option from CTA. While testing we noticed that there are validation message being displayed is not user friendly when we enter more characters in Subject field than allowed.

Sharing some feedback on behalf of a customer:  With Badges and Hotspots, sometimes Badges/Hotspots only lead to a Dialog and do not continue into a step by step guide. When this is the case, seeing the terminology “Navigation Bar” and “Exit Button” is confusing because there is no navigation to speak of when the workflow is only Badge/Hotspot » Dialog.   

There are multiple projects in a company which need this option to be enabled for each of them.

Our team has uncovered what we feel is a pretty big gap in Enablement Engine usability. We’ve fairly recently launched our first engagments and just this month launched a ‘New CSM Series’ to help onboard our new hires into Gainsight. The PX admin space has analytics on who has completed/viewed these engagements, but there is not a way to connect those into Gainsight CX to build out dashboards or trigger CTAs for our team managers to better monitor their teams progress during on boarding or future targeted engagements. We do not want to grant all team managers access to enablement engine and give them an additional place to go to find data they need. There is a connector if we were using Gainsight PX for our customers, but we need that same ability for Enablment Engine.

When there are multiple contacts in CTA email task and clicked on validate email, it is picking up only the last contact to send the mail.It is an expected behavior as per our documentation but users want to change the limitation.

Hi,when exporting data from Feedback module, the table does not contain any data about the customer. Only the feedback itself, and when was it left.  It would be helpful to get list of all attributes, same as you have on other exports in PX. Not having all information makes it hard to make any deep dive analysis. (e.g., what customers are leaving feedback, what regions, what products are they using e.g.).Igor @link_black @mickey 

We have some of our customer stage changes automated via rule in GonG. We'd like to be able to prevent users from being able to manually update to the stages that we have automated. Ideally you would be able to mark if they're automated vs manual in the Stage Config section and automated stages would not show up as an option when manually changing the stage.

Sharing these requests/ideas on behalf of a customer:  More powerful engagement wysiwyg editor without needing to modify css/html More built-in template options OOTB More robust, larger design system (in addition to templates) Saved/branded colors Organized/saved logos, icons, graphics, backgrounds - rather than just a selection of images

Hi Team, Currently, we are showing only the count of duplicates in object analyser, but when we are exporting by clickn on the below option mentioned in the screenshot also downloaded the count of duplicates but not the duplicates data.     Can we provide an option to download the duplicate data values instead of exporting the count.

If you want to disable "+ Relationship" tab under Relationship section of C360 for a user, we need to disable the create permission on GS Relationship object. And to accomplish for all users except few intended users, one has to do the following- [i]Remove create permission for all the profiles and define a new permission set and assign it to the user who will be creating relationships( i.e., customer should disable create permission on GS relationship object for all the user who are not using relationships and have the permission enabled for the ones which are creating relationships). It would be great if we have the provision through Gainsight Administration to disable the tab for all the set of users in one go rather then going to setup and doing. Something like "+ Survey" tab which can be enabled and disabled through Administration -> Surveys for a set of users

I was chatting with a customer about a use case they have and found this to be surprising that we don't have this functionality already.  They want to report on how many CTAs were created by a specific rule.  The use case: "I have been asked by management to provide a list of how many of a specific CTA has fired month over month." I find this to be a huge plus if we could do that. 

Industry benchmarks published internally (FiServ NPS, and churn rates). Not all metrics can go across clients in an industry, ARR might be measured totally different from Wells Fargo to US Bank based on product, but NPS, CSAT, churn rates should be about the same. We could then also tell clients the "correct" way to do it [list] Gainsight Advisory Services could use to guide conversation in discovery Building into GS reports would allow clients to see where they are in their industry and set a goal against industry average and industry leader If not in GS directly, still a great tool for GS to see internally to start conversation and COM's to take to QBR's Being able to show how clients have tracked towards industry benchmark in Gainsight would also be great value prop for sales to take to new opportunities and for renewal conversations. [list] Since having Gainsight, you have risen above the industry average NPS, you are the leader, etc

Hi  Can we have a multi field selection option while building reports in report builder

I would love to see a few upgrades to Global Filters (we use them A LOT!) but one in particular would be the ability to add comments/additional details to our Global Filters. Similar to how we can hover over a report name and see the description. We have a few more complex dashboards using global filters and there are occasionally nuances we’d like to be able to make our teams aware of...ie. does not apply to X report or filters on X field for reports A, B and C and X field for reports D, E and F. The data showing ‘Applied On’ that currently exists isn’t really helpful when we have 15+ reports since it is just a long list and no one is going to read them all to determine the 1-2 exceptions. A custom message/description would be much more beneficial.

Our users will often include hyperlinked resources for customers in their Success Plans. When the users go to share the customer’s plan the hyperlinks are stripped out. It would very helpful is the success plan share feature supported hyperlinks. 

Is there a way to use the @mention function like Chatter in SFDC so the mention is tied to the company/account generally and not a specific Timeline entry or health measure?

We don't have the Global Timeline enabled for our CSMs because there currently isn’t a way to restrict this view so that one CSM only sees their accounts in the feed. Is there an update to when this will be implemented?   One of my CSMs got an email today that she’s reached her draft limit (which I found to be 50 from an older post.) I can’t see her drafts when I enable the Global Timeline, so I can’t help her delete them from there. Sounds like there’s maybe a rule I can run to do that?   The post linked above also asked for use cases as to why draft limits should be increased, and for us the fact that there’s currently this permissions limitation to the Global Timeline creates a use case where CSMs can’t effectively manage their drafts and delete/assign them. We have lots of emails end up in drafts because CSMs are sending emails to customers associated to two different companies without realizing it (which is due to Gainsight not having an ideal way to automatically remove the compa

Allow admins more options for where they want to log emails back to SFDC. For example, if they want to log a support-related outreach back to the case object, let them do it here instead of creating a rule that merges a bunch of different objects.

Hi there, Are there any plans to increase the email copy limit on AO and CoPilot outreaches? Right now, you are limited to CC'ing up to 3 separate emails aliases or users. We have some situations where we want to send internal emails to client's full account team such as CSM, Seller, Ops manager, etc.  With the current limitation, it is tricky send these emails to all the necessary team members. I know we could use custom email aliases on our end but for it would be nice if this limit was larger so that we can make the emails more targeted by role and user. 

When using Conditional Wait, the Continue option allows for the participant to skip the step following the Conditional Wait. However, this is limited to setups that have an Email Step following the Conditional Wait.  I would like be able to have participants in a Continue to skip over a Wait Timer after the Conditional Wait and proceed to the next step following.

We have an activity of Monthly Outreach that we log for customers, often it is an email that we send. If we use the email to timeline we cannot designate that as an activity of Monthly Outreach too. Could it be possible to have multiple activities tied to one timeline entry?