Archive

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

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?

The people I want to use Sponsor Tracking for in my industry all have the same title. It would be nice if Gainsight had a way to mass update contacts with a certain role/title to be tracked in rules engine. If Gainsight found a match, it would then alert the CSM that a new contact has been tracked and you need to approve the change. 

Use case: I have a marketing website, I wanted to know the source of the lead, It will be a good idea to track the lead data by capturing the atttributes.   Current behaviour: User type : Lead, will be tracked when website configured with aprtinsic tag-1 and email is submitted.   So, can we have a way to ingest some custom meta-data like source to that lead?   Do we have any other way? or this can be taken as an Idea?   Thanks Dileep Nalla

As someone helping manage the Gainsight product at my company, I want to be notified when I change the name or location of a module/feature in Product Mapper, if it is tied to an engagement.   Today I had the unfortunate experience of changing modules & features in the product mapper without realizing it was tied to engagements.   What resulted was the engagement that was tied to those modules triggering much more frequently than expected.   With a number of different people using the platform, it would be really helpful to be notified when a change made in product mapper will affect live engagements.   Note - something similar already exists: if you try to delete a module tied to a segment, you are notified you can’t do that. 

(Posting this on behalf of one user) "Attempting to create a Scorecard Comment History report to view why the manual scores were given over time. I don't see the option to show the comments on the Account Scorecard History object. Where would the comment history be stored and how would I visualize it?" Is saving historic comments in Account History added to our road map ??

When grouping on features in a feature adoption report, a maximum of 10 features can be selected. Could this number be increased? Our most important product hub currently contains about 20 features we would like to track in one report.

When reporting on the Call to Action object, the Call to Action Name field is hyperlinked which is very helpful. Unfortunately, this same field is not hyperlinked when reporting on the CSTask object. We have a use case where I'd like to provide a report to our Sales Ops team which pulls data when a specific task is closed. Ideally they'd be able to hyperlink into a CTA to pull an attachment as needed. Our Sales Ops team will be licensed into GS but will not use the product enough to need to understand navigation much. Without the hyperlink on the CTA Name, we'll need to explore other options for this process. Any chance this hyperlink can be added?

I am working with a customer in which specifically he wanted to add two fields like End Date (Forecasted) + Days Pending = test implementation end date, Here Days Pending is the number field he wants to add in Forecasted Date. What we could do is, We could create a calculated field and it seems working but in this case we have to add Number value manually, however customer wants to get it added via field.

Hey there! I am currently trying to set up a rule that adds to a date field on company level a number field on company level as well:   Company 1: Start date: 2019-02-25 Postponement: 2 New start date 2019-02-27 (= Start date + postponement)   Company 2: Start date: 2019-03-03 Postponement: 21 New start date 2019-02-24 (= Start date + postponement)   But I can only see “Value” in the “Date add” functionality (in rules or in calculated fields) is there a workaround to this? Thanks :)

We are looking to enable the Visualforce Widget on the Account page but we operate 99% in relationships. Can we enable relationship data to also be viewed on the Gainsight widget?    Will all viewer licensed users have access?

Kevin Ly was testing Slack in his dev org and he added me as an internal GS user. After this, I got this email that would be confusing for end users. Could we add a little more description here as well as correct the grammar issues?  Any thoughts on if this email is actually necessary?

I’m looking to be able to upload a defined list of tags to Inisded. That way when a colleague of mine is posting knowledge base content or a community user is posting, I can ensure consistency, and give a great user experience. Currently, my understanding is that community members can tag their posts as they see fit. We have features of our product such as “email” which could be spelled “Email, emails, Emails, e-mail, electronic mail”. As a user, I would need to click into multiple tags to find the content I’m after.    We created an internal tag list that applies to feature releases, support tickets and (hopefully!) the knowledge base. That way when a new feature ships tagged “email” we know which knowledge base articles need to be updated etc.    I’ve tagged this post “tagging”, “tags” and “tag”, cos I’m not sure which is the “correct” one to use. Sorry about that!

I have a customer that would like to have the ability to share timeline activity details from the Objective section in Success Plans with their customers via Shared 360. This way they can have their customers easily access information on the different events and updates that happens in their Business Objective. Currently we only have Customers, Call to action , Case, Opportunity and Project tabs shown.

One of my customers shared an idea that I really like, and thought others might as well. When using Success Plans, most CSMs are managing many at one time. In order to review your active Success Plans, you either have to go to each C360 separately to manage, or your admin has to build a dashboard for you to see what all falls under your accounts. Same idea when you need to create a new Success Plan: you have a quite a few clicks to get this done. It would be awesome to have an out-of-the-box tab similar to Global Timeline, that shows ALL Success Plans within an org, allows you to filter by key attributes (owner, status, type, etc.), and *most importantly* allows  you to create new Success Plans directly from here. This would reduce the # of clicks it takes to create a Success Plan on an account, and reduce work for our admins that are typically creating custom dashboards for teams to manage their Success Plans.  

As the title states, our Product team is wanting to use Max Diff questions in an upcoming survey and I don't see it available as a question format (Surveys 2.0). Are there any plans to add this as an option? I'm looking into seeing if the ranking and/or matrix formats are possible workarounds, but my research into the value/benefits of Max Diff shows neither really get the same level of insight.

I am working with a customer in which she wants to navigate to Tasks by creating a report on CS task by clicking Task Name. I could see that CTA name is hyperlinked and it navigates directly to associated CTA but can someone please suggest is there a way to achieve it or any near future possible enhancement?  

Currently: All feedback from a customer is input into the timeline description free text box (with formatting to split sections). The timeline activity is then given a primary tag (custom field; dropdown list) and secondary tags (free text; can't sync multi-pick dropdown lists w/SFDC). Reports are then run to display all activities with a certain tag; however, manual editing of description is required to filter out just the relevant feedback.   Customised timeline logging (top) & reports on activities by tag (bottom) Ideally: Feedback from customer can be input separately and tags given to each section independently. (Id

When using Journey Orchestrator it would be helpful be able to select and send a sample of a particular variant from Programs or Outreaches. Currently, we have multiple variants based on language of the contact. When selecting "Preview" from the email task in Programs, we are presented with random sample of contacts from the participant list but there is no way to determine what variant they are being sent without clicking on each one. We would like to be able to view a Preview of each variant and send a sample copy internally to review how the final copy will display in an email application. This would help us with quality control to ensure fonts, links, spacing, tokened fields, etc are all displaying as expected when delivered.

Hi Gainsight, I would like to submit a request for CTA/Playbook analyzer. We are trying to stop using a CTA but before we do, want to know where this CTA or playbook is being used. We would like to know if this CTA is used in a query in an email program or a rule before taking it away - so that way, if we stop it, it will not affect any other program/rule we’re unaware of.

Email assist only allows you to use an email template once in a task. What if the user needs to send another email with that template? There is no easy option. It would be helpful to have an option to duplicate the template or task. As a work around, if the task with the email template is closed, do a "replace playbook" and it will pop in again under the CTA. The issue is it would copy any tasks that are not closed. I've tried to see if it was possible to re-open the task to do this but that does not work. If you ‘Edit Task’ and change the Status back to “Open”, here you get ‘Validate Email’ but trying to send the email will just hang your browser. (btw just changing the status not using the edit method doesn't give you validate email again.)

Attachments from Email Assist does not sync up to Timeline. When do we plan to add this functionality?