Archive

Currently, when you link SFDC objects to CTA Types you can only choose “string” fields from the object to display in the search for the end users.    Use Case: I linked the Survey Record Type object (we use Qualtrics) to a Risk Type CTA, so that the CSMs can link the appropriate NPS Survey Record and fill out some fields that are required in SFDC without leaving Gainsight. However, because I cannot add a date field to the search section, it’s is very difficult for them to choose the correct record. 

I'm trying to create a report to show CTAs that are in a certain status, and I want to also show the Age of those CTAs, however it looks like the Age calculation is based off of the Created Date and not the Due Date. Do I have a way to change that, and if not, there should be another field for Days Past Due Date (or I'd like to be able to do that calculation)

There are often scenarios where I need to help a customer remove duplicate values in the MDA for some reason or another. It’s not an easy or repeatable process.   Would it be possible to make something like this more embedded in the product, similar to how Microsoft Excel has a one-click button for removing duplicate values in a table?

It’s incredibly painful that I cannot copy or paste into a rules field.  When you’re dealing with hundreds of tenants across various segments, it’s not fun to have to manually do this when groups need to move.  

When adding Slack users within Admin->User Management - Add Users from External Systems: The page has no search functionality or discernable sorting. This makes finding specific users within many pages quite difficult. I've heard this is on the roadmap but wanted to get a post made here.

I am working with a customer in the UK and they need to be able to see currency values in both the euro and the british pound. Right now only one currency is supported. Additionally the currency fields on the My Customers dashboard do not reflect the settings in the Company Application Settings.

In our reports builder and rules currency type fields do convert when you aggregate. All it takes is to perform a SUM aggregation for that field. In reports, SUM on the Currency Field when it is pivoted by a field in the "By" Section would also convert values. However, given a tabular report with nothing in the by, you will get the non aggregated data value. Also, if the report is already pivoted to a column chart or etc, drilling into a column that sums currency, drill down table will show the raw value of the currency instead of a converted value. This is an issue and it would be really nice if we can check a box that says "Convert Currency Fields". The around is to use rules and push values around, but that can be a real hassle, especially when a dashboard has to be made. 

I'm in the midst of testing the syncing of Activities from Timeline to Salesforce Tasks, but it's tricky to do when I have to have 50 Activities before a sync happens, or I have to wait for 30 hours. I'd also like to be able to demo it live to my CSMs. Therefore, it would be handy to be able to trigger a sync manually.

Hello I have seen many posts talking about Sync between GS -> Salesforce (Events), but I would like to know if it has something that does the reverse. Salesforce (Events) -> GS Timeline I ask this because we use a Call monitoring tool that saves the information in the Event object as well. We would like to know if you can take this information to the GS timeline or integrate it in other ways to make this kind of control. If the community could share how do you control CSM's call capacity as well will be great. (features, reports, softwares). Thank you.

Many of our playbooks include an email assist. CSMs add customer specific attachments when sending the email however these cannot be viewed in the Timeline post. You can see the attachment has been added but cannot access it. Our Salesteam or Executives would like to be able to view these attachments as they contain key information. Is there any plan to make them accessible?

As of now, we don't have bidirectional sync on Activity Timeline. Would it be possible to have this in future as this could really eliminate the redundant work hence removing the double effort for the CSM's. As of now, if we send an email to a customer it gets logged in Salesforce and as of today can't sync it to Activity Timeline in Gainsight.

In the c360 I have a related list of Contacts that we have pulled into Gainsight and I would love to not have to keep checking the "Wrap Lines" checkbox and only have to check it once for my preferred view. 

I often take notes in the Timeline in anticipation of my next conversation with a customer. Most often I will do that as a "meeting" but sometimes I start as an update and that converts to a meeting. I would love the ability to change the the type of message from one type to another. 

I have two datasets, in which a few of the rows will be identical between the two. I'm trying to create a bionic rule that performs different actions if the row in first dataset matches a row in the other rather than if the row is unique.  My original thought was to union the two datasets together, transform them and add a counter for how many times the identifying values match. Then I can create actions off of count = 1 vs count > 1.  But I can't seem to figure out how to union these two datasets together. When I do a merge step, it tries to combine the rows and I can't seem to get them to just union together. They have the same column names. Is there a way to union two datasets together? Or is there another way anyone can think of to achieve this result?

It would be great if Email Assist would automatically save changes as a draft without clicking that option manually.  When there are network issues, session timeouts, and/or even clicking a link in the email body to test it, any unsaved edits are lost.

Hi. Right now in Rules Engine we are unable to modify the Left Source or Right Source in Merge Task once the merge saved. Screenshot:   Is it posible to give an option for us to change the Left or Right Source objects in merge tasks.

When are following things tentatively on roadmap for at mention capabilities in Timeline? Add Account name to the email notification that comes in when someone at mention in Timeline? Ability to reply to the at mention email - or a way in which the email can come from the person who at mentioned so that people can respond to a real email?

I would like the notes and date of the last timeline entry made on an R360 to be available on GS Relationship.   We have reports showing client overall health (and many other GS Relationship data elements) where it would be helpful to show the last timeline date and notes so the viewer doesn’t have to click into each R360 to find that information.  It will save a lot of time for the viewer.

Something like this -       Currently, I can do aggregation and then do a overall aggregation using  column agg, but it is in tabular report only. It would be great is I can portray this is graph as well 

I have few NXT customers asking me if they will be able to customize the dashboard export layout. To be specific, they have two reports built side by side in the dashboard and they want the PPT export to reflect the same - to be able to provide a customized two section layout PPT and get the two reports exported to each of them. One more question from them is the tabular view which is showing comments/description fields like single/dual characters and it gets overflown from the PPT slide. Are there any plans to fix this one? 

I found out that when I update a filter on a report, it does not update a dashboard on the Gainsight home page. To make it work, I have to remove the filter, save the report, re-add the filter with the new options, and re-save. If I am going through the process to change the report and save it, it should update without having to remove and re-add the filter.

Hi Team, In one of our customer discussion it was brought up like “Can we have activity log for rules and reports similar to objects in Data management” who has accessed / edited it etc..

Currently, we can can do a group by All and sort by the renewal date. However, group by customer name and sort by the renewal date on the overall data which is not currently possible.

Hi there! We’d like to have the ability to modify the Surveys Thank You page where you can: Format the body text, such as bullet point and have it on separate links Add a hyperlink rather than spelling out the full URL  The other alternative to having the hyperlink would be to create a custom page and redirect the thank you to this custom page’s URL… But I think that just seems very unnecessary!   Thanks, Jason

User stories:  As a CSM I need to filter global timeline activities by the Customer Success Manager to see activities for accounts in a book of business so I can understand actions taken by a CSM I am covering for. As a CSM Manager I need to filter global timeline activities by the Customer Success Manager to see activities for accounts in a book of business so I can understand actions taken by a CSM who reports to me.