Archive

Looking for some examples of how different people make use of the system dropdown “Tags” and what they use it for.   Thanks   Jason

From our Support manager: As you might know, when a client comes onboard, we have to set up a client manually in Zendesk as an organization. In setting up the organization, we set up the organization name and email domain(s) the client comes from to match what is in Salesforce for that particular account. This will generally allow integrations to work with SFDC and Gainsight.Regarding our Gainsight widget, unfortunately, the system will not allow me to make a connection to the same account in Gainsight until the client puts in a ticket. Once that happens it will show a box like below to connect to, and then it will show the info we need for potential escalation.The problem we face is the team may be unsure about clicking this to confirm the account if the client ticket comes in at off hours, especially if there are other potential matches to connect to. Because of this, the team will have to escalate to myself or someone at Tier 2 to validate, and it may delay resoluti

Hi Team, yes, actually I was looking for a way to be able to share reports that I have created in Gainsight PX with other members of my team, especially as the pre-defined reports are not possible to be filtered!!

I have 3 programs running where a customer is being excluded if they have been emailed within the last 30 days. If not and they fit the other criteria they are put into a program. Each Customer can only enter each program 1/year.I scheduled (when I hit publish at a later date) all 3 of these programs to run Tuesday mornings but I cannot seem to see the time I previously set for them to publish. I can only go into the source and see when the Participants list should refresh. Is this were I would control when future participants are put into the program and receive the first email?Is there a place I can view a calendar of scheduled programs? (When New participants will receive the first email in the chain)Do I need to ensure that the subsequent programs sync after the previous program has synced and sent to make sure the filter (do not send if they have been emailed within 30 days) is pulling in the most recent sent data from the previous program? I

Would love to be at to @ Mention folks in the comments of a Task within a CTA. Ex. Manager assigned a CTA task to a CSM stating "Does this customer have Journey Orchestrator" - It would be great if I could just in the comments say " @ Mention (insert Manager name or whoever) yes this customer is using Journey Orchestrator. Then just close out the task and CTA

I have been working with a customer who wanted to see why filters saved in C360 reports weren't "Sticky" like report filters are in Dashboards. Is there anything on the product roadmap concerning adding any new user state preservation features into C360 that would allow for filters added to reports in C360 to be saved between user sessions? For internal resources, here is the ticket in question.

Hi, Does GPX support regular expressions beyond a single * at the end of a URL? Thanks, Chad

Hey all, I'm looking to setup 'hold out/control groups' for some of our new engagements. It's not an A/B test where I'm comparing two different engagements, but rather users who would not see engagements (our baseline) and then those who will. This should help us validate if our engagements are influencing adoption/behavior of tools. We are new to PX and only have a several weeks of data so looking for increase in trends will be a hard route for us at this time. We can turn it on/off for different months, but seasonality is something specific to our user base and would be a flaw in our results. I'm aware there is no tool (but could be in the future PX product team ;)). Has anyone else found a creative way to create a control group? Sarah

Friday testing

I’d like to submit a feature request for an email notification to be sent when a report is initially shared.   @ciarapeter @mickey 

Hi Team,We feel it better when to have separate unsubscribe link of a customer instead of the gainsight emails “unsubscribe” link.  Some of our customer’s will have separate email preferences page to their customers whether they want to receive emails or not and track them separately to know the audience and their preferences also.With the existing behavior, we should be able to redirect the end users to a page of our customer’s email preferences on clicking of the “Unsubscribe” link. thanks,Avinash. FYI @harshibanka ... 

Test Bizzabo integration.

Posting on behalf of customer. Creating a timeline entry manually does allow use to add inactive users as internal attendees. BCC to Timeline only allows for active users to be added. We would like the BCC to timeline to function the same as a manually entry where an inactive GS user can be added.

Question from a customer: Customer contacts change all the time. If we bcc to a contact who does not exist in Salesforce, it gets rejected but why?! You have the information of the customer (easily parseable) from the email id, why not use that?An argument can be made towards sanity of contacts but there are other avenues to do that. An argument can be made towards the customer name and the email id customer name not matching but I think fuzzy logic can be applied there.What does product think?

When in Administration > User Management, add the total number of records displayed at the bottom of the table. Currently there is no way to tell how many records are shown. Use case: retreiving list of users with Gainsight licenses and confirming total count.

Hello On Data Operations, small enhancement request. The total records does not change even if you do a filter. The only way you can see how many records you currently have filtered down to is by clicking "Select All" and then a pop up will tell you how many more records are spread across the pages. Any way to add a second value: "Filtered Records"?

We would like to have a button within the CTA to copy a deep link to the CTA itself. Right now the only way to get a link to the CTA is to copy it off of a report in some other location. Within the cockpit, there is no way to get a link to the CTA to share only the specific CTA with other team members or anyone else. 

Posting on behalf of customer. On the new NPS 2.0 tab, any changes made to the filter criteria on the page are not sticky and refresh after you refresh the page or navigate away. It would be nice for those to be sticky.

With the new survey theme options for surveys, I see we have more options than we used to, which is great, but it appears that there is not an option to set the standard/default theme settings that get applied to new surveys. This means that for each new survey, the theme must be manually updated. To reach this conslusion, I checked Catch-up on Surveys Enhancements, Survey 2.0 Properties, and asked our CSM when I could not find an option to do so. As we generally want our surveys to share a consistant format, it would be wonderful if we could modify the default theme that gets applied to new surveys. This way we would have less settings to update for

Currently, the modified date from a current score( lookup) is not shown on mass edit report. Looks like this is because it is a pivot of scorecard data. Submitting this as an enchancement as it would be valuable when reporting.

Posting on behalf of customer. On the scorecard mass edit window when you edit comments the window is very small. It would be nice to have the ability to make that window a big larger for easier note taking.

Our team enters status notes along with their subjective score. They need more space than what's offered in the scorecard today. Thanks for your consideration.

We use scorecard comments to provide information about a customer in a given week. We have a rule that updates scorecards every time the health of a scorecard changes. We want to be able to add the token of date/time when it is changed. We also want to not write over the previous comments but instead add to the comments so that it would look something like the attached (automatically if the rule ever runs due to a change in the scorecard).

Ability to overlay a benchmark data point on a graph

Hello,  A few of my customers have shown interest in exporting section from the Gainsight 360 view, specifically for the sections on their own usage data that they'd like to share back with the teams and management.  Is that planned, as I understanding currently Gainsight 360 views are not exportable?  Thanks,  Nadav