Archive

Use case: Customer has partner contacts that work on multiple accounts and therefore their email id is associate with multiple customers. If we do BCC, that will not work. Also, how do we associate same contacts with multiple customers?

Send ‘daily digest’ emails to a certain group of people, who automatically follow all companies and relationships. Currently, only option is to send this email manually for every relationship/company for each person, individually.      

Is there a reporting date function similar to Current and Next 3 CQ that will show me the LAST 4 quarters of data, monthly?  Something like "Current and Last 3 CQ"?  I need to create a rolling twelve month report, showing data monthly.  Last N Days (365, summarized by Month) is not working for me if I am not running my report as of a specific day.  Thanks!

Hi everyone, I'm looking for a way to remove the translate functionality from a survey in Survey 2.0. Is that possible? We'll be sending this survey to a select few and they don't need it or want to see the Select Language option. Thank you! Lucian

In doing some testing through more some preview tools, it looks like a user who views emails in text only isn't getting any content. Is there a way to control 'text only' content in CoPilot? Thanks, Elizabeth Adams

Hello, I haven't found any option in Gainsight to be able to edit copilot e-mail templates plain text version. Also, when checking the source code of test survey e-mails sent from copilot, I haven't found any text/plain part in there. I think it is essential to have also text/plain part of the e-mail template in the source code either it should be at least html version converted to plain text OR the best would be editable plain text version of the HTML template. Also, we, as open source company have many customers that use Linux/Unix based systems and many of them use just plain text e-mail clients or displaying of e-mails - HTML e-mails might be useless for them. Last, but not least... E-mail containing only HTML version without text/plain part might seem to be kind of incomplete potentially raising spam score of whole e-mail I think. Thank you.

Hi there, told the Gainsight CS team so and per suggestion I'm posting it here as well.  We tried out an copilot email once. However, the current email format (a box centered in the middle of the email) is very marketey feel. It is ok for the purpose like webnar invitation, use case sharing etc. What we are also hoping for Copilot to solve is at scale communication when observing the clients dropping their usage under certain threshold. It would be a replacement of copying and pasting dozens of emails in outlook - the tone of the email is rather informal check-in than a mass marketing event. With today's formatting option, we received many replies saying "please take me off the list", coz it looks too much like a system generated information, than a more personal outreach. At minimum, I think we need to have the text aligned to the left, to make it feels like an actual  normal email.  Granted Copilot is still useful without it, but not as much.

Hi folks, I think there’s a lot of room for improvement in how one goes about building, testing, and deploying engagements.  Some challenges we’ve run into: There is essentially zero testing workflow.  This causes us constant challenges as we have to work in a production environment. You cannot copy engagements from a test environment into a production one.  This makes building in a test environment relatively useless due to duplication of effort required. There is no way to easily put something into "test mode" so that only certain users have access (without building a custom segment).  There should be some kind of "sand box" mode where you can dig in and test. Preview mode doesn't always match what happens in reality. There is no way to test whether or not a segment will fire based on inputs.  This is a big one.  I think it would be great to have a s

Two things I noticed when testing this out: 1. If your templates have tokens, you don't have the ability to add them. You can only delete them. Would be great if you had the option to add. 2. It would be great if there was a way to specify which templates you wanted to be available instead of it just being all of them.

Currently this is not supported. Can we please consider this.

Currenly PX can only sync with Salesforce Account level which is extreamely limiting, expecially when my salesforce admin is very hesitant to put any more fields to the SFDC account level so it would be nice as you guys start building out PX to make it where Gainsight objects can directly sync to PX and not have to mess up SFDC.

I'll start positively: The Object Graph is a great tool! I love it, and I especially love how you can drag objects around to improve things visually. Unfortunately, I just found out that once you expand the fields for an object, the Object Graph refreshes and resets itself, meaning I have to now re-drag things around how I had it before. Is there any way to improve this?

Hi Team,  We’re unable to copy the excel data to Timeline. The screen-recording is for your reference. https://share.getcloudapp.com/eDu99xev  When I’m trying to copy the excel data to ‘Timeline’ , nothing happens and cursor disappears.  Can you please have a look at this.    

For Success Plans - we only have the options of Draft, Active, and Closed. We would like to have an additional status to reflect Success Plans that were started by have since be made inactive or dropped. Marking as Closed gets combined with actually completed Success Plans and marking as Draft is not reflective of the work done.

In the pre-PX era, we have experimented with usage data from Mixpanel in Google sheets. The following graph proved very useful, both for CSMs to start a discussion with project leads at customers and for our product team to assess the adoption of features (both on global level as for strategic accounts).   For a selected set of features, this spiderweb graph shows the percentage of users using those features for selected accounts (blue) and for all accounts (or all accounts adhering to a specific filter), so you can benchmark the feature adoption. The graph really gives a nice overview of feature adoption and it would be great if this graphical representation would become available for PX adoption reports.

When first using Gainsight, most people struggle to find the playbook drop down and instead will click directly on the CTA which opens up CTA information but does not show the tasks that need to be completed. It would be a better experience if clicking on the CTA opened up the playbook and: also opening the detail screen does not open the detail screen but details can be revealed with a click on an ℹ︎icon This will also simplify the number of clicks to complete a playbook

Is there a way to require that every CTA has a Contact associated to it? We’d like to ensure that all CTAs indicate who the relevant customer is, and with it not being required, it’s commonly missed. 

With the recent update to allow @Mention in Timeline, it's allowing our users to move away from Chatter. However, in many cases we're running into snags - as our users really enjoy the features of Chatter. 1. The Ability to Create Groups. In many cases we've created Groups for our Executve Team or some of the Sub-Departments within our main Department to make it easier to tag multiple people at once. Some of the groups were Private, so only those with the permission could view those entries. Which ties into the second 'feature'. 2. The Ability to Create Private Entries. While it's not a straight forward feature, our work around was creating a Group with only the requesting user, so their post would remain private. [I did find request for this ask already, ht

Hello, I am proposing that we have the ability to configure revenue bands by additional reportable fields, for instance "# users or subscribers". For example, we could have customers with 5 users but their cost per user varies slightly so if we try to do bands based on MRR, we can't align specifically on user count.

I’d love to see a card when I hover over someone’s username. We should be able to pick 3 or so items from their profile. For us, it’d be great to show user type (customer, partner, employee), their company, and their location. 

Use Case: When we have any url and wanted to mask/exclude the part in the tracking, so as to prevent seeing the entire url in plaintext in the 'Recent Activity' of an user. Like reset-password. change-email,set-initial-password We have the feature "Set the filter to mask or exclude urls" in the SDK settings. However we can either do mask or do exclude at once. Both can't be achieved at once with the current design

Hi all, A seemingly simple task, but when editing a PX engagement I can't see how to edit the CSS style for a tooltip pointer, i.e., the little "arrow" attached to the tooltip that points to a specific location on the page. Editing the CSS for the tooltip itself is easy within the Editor, but It appears that the CSS for the pointer is outside the scope of the other styles. I assume I'm just missing the obvious and would appreciate having someone point me to the correct solution. This is important because the default color for the tooltip pointer is white, and on a page with a white background the pointer is invisible. We can override the background color in the Editor to a light gray to allow the pointer to stand out, but this is not our desired approach. Thanks! Chad

I often interspersed a modal like this in the walk through tool my company used prior to shifting to PX: The users could do whatever they needed on the page, and the modal would persist in a corner of the screen despite minor url changes. When they clicked "Next," the next step would appear. (The (?) spots reveal explainer tooltip text on mouseover--just regular html stuff that we can do in PX too) WHY IS IT USEFUL This technique worked well in cases where a user may need to take any number of steps (or no steps if already ready) before moving on to the next part of a process. It's the digital analog t

Can we create a feature to set the time globally to refresh the dashboard pages in Gainsight PX. Currently we are refreshing the dashboard pages manually.

Hi Team and @harshibanka , I sometimes don’t find the exact results of the search i do in the search bar in the Engagements section.If i search for this engagement “[WELCOME] Search – Main – Guide” which is the 2 one as per the below image. I get the following message saying that no engagement found. It would be better if the search results work in the expected fashion. thanks,Avinash.